David Sutton

unexpected kernel mode trap

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I am setting up a new laptop running Windows 8.1 Pro. After installing Emsisoft Anti-malware and Armor Firewall I installed the Nokia PC Suite to connect to the internet.


Connection to the internet went fine but as soon as I used a browser or Google Earth the laptop shut down (BSOD) with the message "unexpected kernel mode trap".


I tried shutting down both the anti-malware and the firewall with no success. So I uninstalled both and now the connection works fine using the Windows firewall and Security Essentials.


I have to have an internet connection using my mobile phone as a modem.


Should I try re-installing the Emsisoft products after I have finished setting up the laptop or try something else?


 


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Go ahead and try reinstalling them, and let me know if you experience the same issues.

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I reinstalled Emsisoft after setting up the laptop and I still get the "unexpected kernel mode trap" problem.

It may be coincidence but my bluetooth mouse stopped working as well.

I've had to do a disk recovery to get things working again.

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Were you using both Online Armor and Emsisoft Anti-Malware, or were you using a different anti-virus?

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I assume the recovery you did was he one that restores the computer to its factory default configuration? Have you tried reinstalling Emsisoft Anti-Malware to see if it works OK by itself?

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The Acronis recovery restores my laptop to an hour earlier (it's state before installing On-line Armor and Anti-malware). If you like I will instal Anti-Malware only and see if it works by itself.

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I don't know how helpful this will be.

I installed the Anti-malware using EmsisoftInternetSecuritySetup.exe and stopped the installation at that point. When I opened my web browser using my mobile phone and the Nokia Suite it went for about 30 seconds before the "unexpected kernel mode trap" shut things down. I then continued the installation of Online Armor, uninstalled the Anti-Malware and re-started the laptop. When I opened the web browser this time the computer shut down immediately with the "unexpected kernel mode trap".

Regards.

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OK, exclusions will probably be needed to prevent the issues. Lets start by getting a log from FRST, so that we know where the Nokia software is installed and what startup items and services it installed on your computer. Please download Farbar Recovery Scan Tool (FRST) from one of the following links, and save it to your Desktop (please note that some web browsers will automatically save all downloads in your 'Downloads' folder, so in those cases please move the download to your desktop):

For 32-bit (x86) editions of Windows:

http://download.bleepingcomputer.com/farbar/FRST.exe

For 64-bit (x64) editions of Windows:

http://download.bleepingcomputer.com/farbar/FRST64.exe

Note: You need to run the version compatible with your computer. If you are not sure which version applies to your computer, then download both of them and try to run them. Only one of them will run on your computer, and that will be the right version.

  • Run the FRST download that works on your computer (for Windows Vista, Windows 7, and Windows 8 please right-click on the file and select "Run as administrator").
  • When the tool opens click "Yes" for the disclaimer in order to continue using FRST.
  • Press the 'Scan' button.
  • When the scan is done, it will save a log as a Text Document named 'FRST' in the same place the tool was run from (if you had saved FRST on your desktop, then the FRST log will be saved there).
  • Please attach the FRST log file to a reply (it is best if you do not copy and paste it into an e-mail).
  • The first time the FRST tool is run it saves another log (a Text Document named 'Addition' - also located in the same place as the FRST tool was run from). Please also attach that log file along with the FRST log file to your reply.
If you are not used to attaching files to e-mails, then just look for a button in the toolbar above where you write your message that has a paperclip icon, and that should be the attachment button.

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There doesn't seem to be a service for this Nokia software. Does it only run when you launch it from icon somewhere?

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Are there any other executable files in that folder, or is is just NokiaSuite.exe? Exclusions in Online Armor are easy (you just add the entire folder), but Emsisoft Anti-Malware requires that you exclude each running process, so you'd need to manually exclude any executable file in the folder.

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There are two folders in the Nokia suite, the "connectivity cable driver" folder (whatever that is) and the Suite itself. I have taken snapshots of the contents of both folders (the Nokia Suite took three snapshots) and also I've done a search for "Nokia" on the laptop and uploaded the results.

Is that a help?

Please delete the uploaded files when you've finished.

Regards,

David Sutton

 

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Nokia search.txt

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