Azure VM: Windows Server 2012 R2: The computer has rebooted from a bugcheck. The bugcheck was: 0x0000007e

Question

Azure VM: Windows Server 2012 R2: The computer has rebooted from a bugcheck. The bugcheck was: 0x0000007e

Robin 21

Hi Microsoft,

We are looking for your help.

Our company has recently migrate our VMs to Azure. In the last 2 weeks, we face a repeating issue: a server is automatically rebooted.

"The computer has rebooted from a bugcheck. The bugcheck was: 0x0000007e (0xffffffffc0000005, 0xfffff80013384139, 0xffffd001975e1118, 0xffffd001975e0930). A dump was saved in: C:\Windows\MEMORY.DMP. Report Id: 081421-18078-01."
"The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly."

Here is the dump file: view

Background information:

We migrate all of our servers from another cloud provider to Azure about 2+ months ago but we face this error in only 1 server
The server OS is Windows 2012 R2. In the last 4 weeks, we have upgraded Office version from 2013 to 2016, uninstalled the old cloud provider's services
We have 2 environments: Production and Staging with the same installation, but this issue happens on Production only

Please let me know if you need further information.

vipullag-MSFT 26,487 Reputation points Moderator

2021-08-18T04:19:54.567+00:00

@Robin

Firstly, apologies for the delay in responding here and any inconvenience this issue may have caused.
This issue needs deeper investigation. Support team will be able to check and help on this. I would recommend you to open a azure support case.

If you don't have the ability to open a technical support ticket, please let me know. I will help on that.
Robin 21 Reputation points

2021-08-18T04:46:42.283+00:00

Thanks for your response.

That server is in our Production environment that I do not have access to that subscription (but I can remote and provide further technical information).

Is it possible to create support ticket for this case under other subscription? (e.g. I have Visual Studio Enterprise Subscription – MPN)? If not then appreciate that you may help to create the support ticket.

Accepted answer

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vipullag-MSFT 26,487 Reputation points Moderator

2021-08-18T04:19:54.567+00:00

@Robin

Firstly, apologies for the delay in responding here and any inconvenience this issue may have caused.
This issue needs deeper investigation. Support team will be able to check and help on this. I would recommend you to open a azure support case.

If you don't have the ability to open a technical support ticket, please let me know. I will help on that.
Robin 21 Reputation points

2021-08-18T04:46:42.283+00:00

Thanks for your response.

That server is in our Production environment that I do not have access to that subscription (but I can remote and provide further technical information).

Is it possible to create support ticket for this case under other subscription? (e.g. I have Visual Studio Enterprise Subscription – MPN)? If not then appreciate that you may help to create the support ticket.

Answer 1

Docs 15,761

See if you can run the V2 log collector.
If it is not able to complete then run the DM log collector.
Post share links into this thread using one drive, drop box, or google drive.
For any error message or code post images.

https://www.windowsq.com/resources/v2-log-collector.8/
https://www.windowsq.com/resources/dm-log-collector.9/
https://www.tenforums.com/bsod-crashes-debugging/2198-bsod-posting-instructions.html

EDIT:
The first time viewing I'd not seen the memory dump.

Please perform the following step:

Uninstall and reinstall Immunet malware and antivirus protection software
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Immunetprotect.sys
ciscoamtcefwdriver.sys

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Please remember to vote and to mark the replies as answers if they help.

On the bottom of each post there is:

Propose as answer = answered the question

On the left side of each post: Vote = a helpful post
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Robin 21 Reputation points

2021-08-19T15:51:57.92+00:00

Thanks for your support, I will try in 1 week and update the status later.
Robin 21 Reputation points

2021-08-26T09:20:55.763+00:00

Thank you very much, no longer see that issue after uninstalling the antivirus ;)
Docs 15,761 Reputation points

2021-08-26T11:36:33.64+00:00

That's great news.

You're welcome.
vipullag-MSFT 26,487 Reputation points Moderator

2021-08-27T06:35:46.103+00:00

@Robin

Glad to hear that the issue is resolved.

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Azure VM: Windows Server 2012 R2: The computer has rebooted from a bugcheck. The bugcheck was: 0x0000007e

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