KMODE_EXCEPTION_NOT_HANDLED - Windows 10 Laptop - mrxsmb20.sys

Matt Clitherow 1 Reputation point
2021-02-22T12:34:23.127+00:00

Hi,

I've got a colleague who's laptop has been experiencing regular KMODE_EXCEPTION_NOT_HANDLED crashes when working remotely over our company VPN.

All of the MiniDumps have pointed to mrxsmb20.sys being the problem, in combination with EXCEL.EXE. The laptop is running 19041 (May 2020) of Windows 10 Professional.

The end user works primarily on several linked Excel documents stored on the Company's storage that they connect to over VPN

I've already completely reinstalled Windows from scratch (blank setup downloaded from MS, not a reset to the OEM install) and the problem still exists.

Could it be a hardware issue? Or is it a flaw/bug when working with Linked documents over a VPN connection?

Thanks,

Matt

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3 answers

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  1. Reza-Ameri 16,826 Reputation points
    2021-02-22T17:25:55.897+00:00

    Try update Windows and Microsoft Excel.
    Take a look at:
    https://support.microsoft.com/en-us/sbs/windows/troubleshoot-blue-screen-errors-5c62726c-6489-52da-a372-3f73142c14ad
    You may open start and search for feedback and open the Feedback Hub app and report this issue and you may share dump files and all relevant log files there.

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  2. Candy Luo 12,656 Reputation points Microsoft Vendor
    2021-02-23T02:11:05.843+00:00

    Hi Matt,

    Note: since this is a public forum, everyone could view your information, please remove private log information that might leak your privacy.

    Please understand, analysis of dump file is beyond our forum support level and due to forum security policy, we have no such channel to collect user log information. So we recommend you open a case with MS Professional tech support service, they will help you open a phone or email case to Microsoft, so that you would get a technical support on a one-to-one basis while ensuring private information.

    Here is the link:

    https://support.microsoft.com/en-us/gp/customer-service-phone-numbers

    Best Regards,

    Candy

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  3. Leandro Thadeu Fontela Kock 1 Reputation point
    2022-05-10T15:12:59.317+00:00

    200668-tela-azul-windows10.jpg

    Isso está uma constância no Windows 10 com no computador DELL

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