Windows Server 2019 keeps rebooting due to Stop Code: APC Index Mismatch

Question

Dear Commnity,

I have Window Server 2019(2 VMS & 2 Physical Machines). I installed Kaspersky Endpoint Solution for windows server version 11.0.1. After reboot, it keeps giving ":APC Index Mismatch" error and keeps rebooting. It worked fine on windows server 2012 though.

I can't boot in except for "safe mode" and "safe mode with command prompt". I talked to Kaspersky Support Agent and they took remote session and they tried uninstalling kaspersky as it was the last thing that was installed before reboot, so I am pretty sure Kaspersky is causing the issue.

The command they tried using to uninstall Kaspersky in safemode :

msiexec /x {1B872D21-6D52-4895-9463-6E66B3EE8431} UNLOCK_PASSWORD=*** /qn

But it didnot work.

Can anyone guide me?

Answer 1

I was able to solve this very same issue.

When booted into safe mode. Run an elevated CMD prompt and run the following.

REG ADD "HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\MSIServer" /VE /T REG_SZ /F /D "Service"

REG ADD "HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\MSIServer" /VE /T REG_SZ /F /D "Service"

net start msiserver

Then you must from the start menu find the "Kaspersky Modify/Uninstall" shortcut in the Kaspersky menu object. If you try to uninstall from the add/remove programs (appwiz.cpl) it gives you a warning.

It successfully uninstalled and I rebooted back to normal. Obviously Kaspersky isn't installed anymore, but having a booted server is better than not.

Answer 2

Also in safe mode with GUI it does not allow uninstallation as it says that windows installer is not running/ can't run in safe mode.

Answer 3

Please run the DM log collector while in safe mode or with normal boot and post a share link using one drive, drop box, or google drive.

If the server is able to run V2 then run it and post a share link into this thread using one drive, drop box, or google drive.

(run safe mode with networking or install DM and V2 onto a flash drive)

https://www.tenforums.com/bsod-crashes-debugging/2198-bsod-posting-instructions.html

https://www.elevenforum.com/t/bsod-posting-instructions.103/

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Answer 4

Hello Seemakanwal,

PLease refer to the next article for more information about the BSOD: https://learn.microsoft.com/en-us/windows-hardware/drivers/debugger/bug-check-0x1--apc-index-mismatch?redirectedfrom=MSDN

At the same time you can follow the next steps to troubleshoot it:

Open Windows in Safe Mode: https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234

After the restar select option 5 from the list or press F5 for Safe Mode with Networking.

-Open Event Viewer, to check the information related to the last crash and the information for the faulty process or driver (should mention file with extensions EXE or SYS) and you can post it here for the community to help further, if next steps don't work)
-Update Windows, BIOS, Firmware and Drivers for your hardware from latest versions on the website of the manufacturer
-Cleanup WinSxS folder: https://learn.microsoft.com/en-us/windows-hardware/manufacture/desktop/clean-up-the-winsxs-folder?view=windows-11
-Attempt a repair of your windows image: https://learn.microsoft.com/en-us/windows-hardware/manufacture/desktop/repair-a-windows-image?view=windows-11

If stil not working:

-Use Driver Verifier to check your installed drivers. https://learn.microsoft.com/en-us/windows-hardware/drivers/devtest/tools-for-verifying-drivers

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