KMODE_EXCEPTION_NOT_HANDLED - Windows 10 Laptop - mrxsmb20.sys

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MattClitherow-7813 asked · 2 days ago

KMODE_EXCEPTION_NOT_HANDLED - Windows 10 Laptop - mrxsmb20.sys

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

windows-10-general windows-10-network windows-10-hardware-performance

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GaryNebbett · 2 days ago

Hello @MattClitherow-7813,

There were no non-Microsoft drivers on the stack at the time of the crash, but one of the loaded drivers (that might have modified data structures before the crash) was SophosED.sys (Sophos Endpoint Defense).

Here are two suggestions:

As a trial and error measure, just uninstall Sophos and check whether the problem persists.
If the know-how is available, use Event Tracing for Windows (ETW) to trace the SMB activity prior to the crash and configure the problem system to create a bigger crash dump (anything other than just a minidump) so that the ETW data that has not been flushed to disk at the time of the crash can be extracted from the crash dump.

Gary

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Answer 1 · 2021-02-22T17:25:55.897Z

Reza-Ameri answered · 2 days ago

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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Answer 2 · 2021-02-23T02:11:05.843Z

CandyLuo-MSFT answered · 2 days ago

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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