[solved] Bsod When Using Safepay

Hi

I recently updated to Bitdefender Total Security 2014 Ver.17.17.0.773, and when I use SafePay and try to login to a secure website I get a BSOD. I am thinking maybe it is a SSL issue, as it always happens when I try and login on secure websites, but this maybe a coincidence and may just happen after a short period of time. I tried CheckDisk, no errors found. Is the version I have the latest version?

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Dump File : 090813-11859-01.dmp

Crash Time : 8/09/2013 9:25:12 AM

Bug Check String : IRQL_GT_ZERO_AT_SYSTEM_SERVICE

Bug Check Code : 0x0000004a

Parameter 1 : 00000000`772b132a

Parameter 2 : 00000000`00000002

Parameter 3 : 00000000`00000000

Parameter 4 : fffff880`03b1ab60

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+75b80

File Description : NT Kernel & System

Product Name : Microsoft® Windows® Operating System

Company : Microsoft Corporation

File Version : 6.1.7601.18205 (win7sp1_gdr.130708-1532)

Processor : x64

Crash Address : ntoskrnl.exe+75b80

Stack Address 1 :

Stack Address 2 :

Stack Address 3 :

Computer Name :

Full Path : C:\Windows\Minidump\090813-11859-01.dmp

Processors Count : 8

Major Version : 15

Minor Version : 7601

Dump File Size : 291,536

Dump File Time : 8/09/2013 9:26:03 AM

==================================================

==================================================

Dump File : 090713-11859-01.dmp

Crash Time : 7/09/2013 9:31:08 PM

Bug Check String : IRQL_GT_ZERO_AT_SYSTEM_SERVICE

Bug Check Code : 0x0000004a

Parameter 1 : 00000000`778e132a

Parameter 2 : 00000000`00000002

Parameter 3 : 00000000`00000000

Parameter 4 : fffff880`02acbb60

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+75b80

File Description : NT Kernel & System

Product Name : Microsoft® Windows® Operating System

Company : Microsoft Corporation

File Version : 6.1.7601.18205 (win7sp1_gdr.130708-1532)

Processor : x64

Crash Address : ntoskrnl.exe+75b80

Stack Address 1 :

Stack Address 2 :

Stack Address 3 :

Computer Name :

Full Path : C:\Windows\Minidump\090713-11859-01.dmp

Processors Count : 8

Major Version : 15

Minor Version : 7601

Dump File Size : 291,488

Dump File Time : 7/09/2013 9:32:03 PM

==================================================

==================================================

Dump File : 090713-12453-01.dmp

Crash Time : 7/09/2013 9:20:50 PM

Bug Check String : IRQL_GT_ZERO_AT_SYSTEM_SERVICE

Bug Check Code : 0x0000004a

Parameter 1 : 00000000`77cb132a

Parameter 2 : 00000000`00000002

Parameter 3 : 00000000`00000000

Parameter 4 : fffff880`028a8b60

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+75b80

File Description : NT Kernel & System

Product Name : Microsoft® Windows® Operating System

Company : Microsoft Corporation

File Version : 6.1.7601.18205 (win7sp1_gdr.130708-1532)

Processor : x64

Crash Address : ntoskrnl.exe+75b80

Stack Address 1 :

Stack Address 2 :

Stack Address 3 :

Computer Name :

Full Path : C:\Windows\Minidump\090713-12453-01.dmp

Processors Count : 8

Major Version : 15

Minor Version : 7601

Dump File Size : 291,568

Dump File Time : 7/09/2013 9:21:55 PM

==================================================

==================================================

Dump File : 090713-15328-01.dmp

Crash Time : 7/09/2013 9:07:08 PM

Bug Check String : IRQL_GT_ZERO_AT_SYSTEM_SERVICE

Bug Check Code : 0x0000004a

Parameter 1 : 00000000`7779132a

Parameter 2 : 00000000`00000002

Parameter 3 : 00000000`00000000

Parameter 4 : fffff880`04115b60

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+75b80

File Description : NT Kernel & System

Product Name : Microsoft® Windows® Operating System

Company : Microsoft Corporation

File Version : 6.1.7601.18205 (win7sp1_gdr.130708-1532)

Processor : x64

Crash Address : ntoskrnl.exe+75b80

Stack Address 1 :

Stack Address 2 :

Stack Address 3 :

Computer Name :

Full Path : C:\Windows\Minidump\090713-15328-01.dmp

Processors Count : 8

Major Version : 15

Minor Version : 7601

Dump File Size : 296,992

Dump File Time : 7/09/2013 9:08:11 PM

==================================================

==================================================

Dump File : 090413-12093-01.dmp

Crash Time : 4/09/2013 4:07:41 PM

Bug Check String : IRQL_GT_ZERO_AT_SYSTEM_SERVICE

Bug Check Code : 0x0000004a

Parameter 1 : 00000000`77ae132a

Parameter 2 : 00000000`00000002

Parameter 3 : 00000000`00000000

Parameter 4 : fffff880`03f66b60

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+75b80

File Description : NT Kernel & System

Product Name : Microsoft® Windows® Operating System

Company : Microsoft Corporation

File Version : 6.1.7601.18205 (win7sp1_gdr.130708-1532)

Processor : x64

Crash Address : ntoskrnl.exe+75b80

Stack Address 1 :

Stack Address 2 :

Stack Address 3 :

Computer Name :

Full Path : C:\Windows\Minidump\090413-12093-01.dmp

Processors Count : 8

Major Version : 15

Minor Version : 7601

Dump File Size : 297,136

Dump File Time : 4/09/2013 4:08:26 PM

==================================================

I attached the Driver View and the Blue View files

/applications/core/interface/file/attachment.php?id=12148" data-fileid="12148" rel="">DriverList.txt

/applications/core/interface/file/attachment.php?id=12149" data-fileid="12149" rel="">BSOD.txt

The exact thing happened to me twice. I opened Safepay to make a purchase in Steam and i got BSOD. I thought that was strange because I had never got one on this PC and I've been using it for over 2 years now. I started Windows (7 x64) again and tried to make the same purchase in Safepay and got the same BSOD. I was scared it might be the SSD. I started Windows yet again and surfed the web for a while just to see if I would get the BSOD a third time (the first two times I got it in under 5 minutes). After being able to surf for over half an hour with no problems and reading your thread I'm assuming it did have something to do with Safepay.

I think I managed to fix mine (touch wood). I needed to update my chipset drivers, hasn't happened since.

I was wrong, still doing it.

I'm wondering, there must be something we have in common that is causing us to have the issue when no one else is. What are your

hardware details?

The exact thing happened to me twice. I opened Safepay to make a purchase in Steam and i got BSOD. I thought that was strange because I had never got one on this PC and I've been using it for over 2 years now. I started Windows (7 x64) again and tried to make the same purchase in Safepay and got the same BSOD. I was scared it might be the SSD. I started Windows yet again and surfed the web for a while just to see if I would get the BSOD a third time (the first two times I got it in under 5 minutes). After being able to surf for over half an hour with no problems and reading your thread I'm assuming it did have something to do with Safepay.

I can most likely guarantee you it is safepay. I haven't had a bsod for over a year and the only time I get the bsod is when I use safepay. I have to admit, I love using safepay but getting these bsod is getting really annoying now.

Hello all,

I have the same issue on my laptop. But just today I realized that it happens only when I open the SafePay.

The first time that it happened I was very sad because it could be some memory issues and probably my laptop could be going to die... But today after open the SP the system instantly crashed and I had a BSOD. So I realized the relation between SP and crash. So when the system restarted I opened again the SP to check the behavior and the system crashed instantly again!

Now I'm using the laptop for almost 30m after the last BSOD without using the SP and it works fine!

Is there proper place to register a complaint if nobody verify this thread?

Thank you!

Asus P6 X58-EWS

24gb ram 1600mhz

Sapphire 6990 4gb

120 OCZ SSD

Three 4TB Harddrives Western Digital

One 4 Tb Harddrive Seagate

Intel Core i7 975 Extreme edition

1200+ Watt Corsair power supply

3 27 inch monitors running on eyeinf

Corsair H80 Cooler

Anyways guys I've been a bitdefender user for many years now and if your a long time bitdefender user you will know their customer support is pretty much non existent. I would go here for more support

http://www.techsupportforum.com/forums/f299/ Register for an account and follow the bsod instructions.

They can check if there is other programs interfering with Bitdefender that is causing the BSOD. Even if there is no tech support here, I promise I will be back once I find out how to fix the issue for myself. Although I am 100 percent certain it is bitdefender safepay causing the bsod I am not too sure if there are other applications interfering which would cause the bsod.

I have a couple of friends that also have Bitdefender and are having the same issues. I wish you guys good luck in solving your bsod issues and hopefully it will be resolve as soon as possible!!

Hello all,

I have the same issue on my laptop. But just today I realized that it happens only when I open the SafePay.

The first time that it happened I was very sad because it could be some memory issues and probably my laptop could be going to die... But today after open the SP the system instantly crashed and I had a BSOD. So I realized the relation between SP and crash. So when the system restarted I opened again the SP to check the behavior and the system crashed instantly again!

Now I'm using the laptop for almost 30m after the last BSOD without using the SP and it works fine!

Is there proper place to register a complaint if nobody verify this thread?

Thank you!

I can guarantee you it is 100percent safepay that is causing the issue. I've only ever gotten bsod from using safepay for the last year now. You will get no help here unfortunately. This thread is near a month old yet no answer from tech support or anyone for the matter.

You can try registering at the tech site I listed above. but they usually only find out what is causing the bsod so the problem here for all of us is that we already know what it is. The only thing I can think of is some other program is conflicting with safepay or safe pay which is the problem.

Safepay is causing the bsod. I just didn't bother using safepay no more. I'm not too sure where to put in complaints but you can vote with your money for your next antivirus and go with a different antivirus. It is a shame because I've been a long time bitdefender user and I think it is a amazing product. This was the first antivirus I've ever paid for and have been quite happy with. As for their customer service/tech support, not so great.

Just hope more people post in this thread. I think they will only do something about this issue once more people are complaining and posting problems even though it is evident that lot's of people have this same issue.

If you want you can go to your bitdefender.

1)open it up

2)click on help and support

3)summit your report

4)wait for a reply

Goodluck to you and hopefully you don't get some dumb textbook reply like:

1)reinstall your bitdefender

2)reformat.. etc

If I do find a way to fix it, I will come back and update the thread.

Hi,

For the BSOD:

This was probably caused by the following module: ntkrnlpa.exe (nt+0x3DC29)

Bugcheck code: 0x4A (0xFFFFFFFF91FB8C80, 0x2, 0x0, 0x0)

Error: IRQL_GT_ZERO_AT_SYSTEM_SERVICE

file path: C:\Windows\system32\ntkrnlpa.exe

product: Microsoft Windows Operating System

company: Microsoft Corporation

description: NT Kernel & System

This indicates that a thread is returning to user mode from a system call when its IRQL is still above PASSIVE_LEVEL.

The crash took place in the Windows kernel. Possibly this problem is caused by another driver which cannot be identified at this time.

Hello,

Thank you.

In three years of use with my PC, I've never had any BSOD. I got the first BSOD using Safepay.

Perhaps, but the trigger is the Safepay.

When I do not use Safepay, I have no problem.

Note that I use the 2014 version of Bitdefender Internet Security.

I'm having the same problem - I always get a blue screen when using Safepay.

When I don't use Safepay, I've got no problems.

I stopped using Safepay till the problem and a solution has been found.

Regards.

Henry

Perhaps good news - Corning the problem with Safepay I found this answer today in the French version of the Bitdefender Forum: Bonjour ecam,

L'investigation avance. Les développeurs sont sur le point de corriger l'origine de ce problème, un correctif devrait être développé et testé prochainement.

I hope that Bitdefender will announce this message also to the English forum members.

Regards

The service is quite lacking if you haven't read the previous page. My experience with the customer service so far through technical support below.

The first guy responded by asking for this

B. Windows Dumps:

Browse to the C:\Windows\Minidump folder. Find the more recent Windows dumps

(.dmp files) files from that location and send them attached to the reply

email. If you cannot find that folder, please navigate to C:\Windows and look

for a MEMORY.DMP file.

So I sent them 9 minidump files that occurred while using safepay.

Second email I got back was outright hilarious.

Thank you for your email and patience.

As I can see, you have not updated your product to the latest build available.

(this being your current build:17.18.0.808)

Please update your product by right clicking the Bitdefender system tray icon,

and clicking on "Update Now". After you have updated your product, please

check if the error still persists and get back to us with an email.

Thank you very much, please let us know how everything went.

Looking forward to hearing from you!

I replied back, you guys update so many times per day. I checked your update and what does this have anything to do with my Bitdefender issue? I also asked what about all the minidump files I've sent you?

Unfortunately I did not get a response after that

Next response I got was

In order to further investigate the issue, please follow the steps below:

1. Click on the Start menu and type in regedit and press Enter

2. In HKEY_CURRENT_USER\Software\BitDefender\OnlineBanking right-click

anywhere in the window and take the over to New and select DWORD(32-bit) Value

Name the created item track and press Enter. Next, please double click on it

and in Value Data type the value 3. Clcik Ok to close the message.

3. Next, please go to this link :

http://technet.microsoft.com/en-us/sysinte...s/bb896647.aspx

Please download and save the file. Right click on it and select Run as

Administrator, if you are using an Administrator account, please double click

on it in order to run it.

4. Please save the log generated and send it to us in an archive, attached to

a reply to this e-mail.

I replied back with what they asked and nothing was done.

This is my experience so far with their technical help. I just stopped using safepay and have gotten no blue screens ever since.

Vote with your money, go with another antivirus because I don't see any help coming soon. Just hope another 30-50 people post here about the same issue than hopefully we will get a fix for this issue.

I thank you for sending me the Microsoft hotfix link, but after I read the warnings that Microsoft includes to this hotfix, I admit that I am affraid to install this hotfix.

I'm affraid that the hotfix can damage my computer, which would be worse than the problems I have with Safepay.

Is there someone who has installed this hotfix already? What was the result?

Can Bitdefender assure me that this hotfix will not damage my computer and confirm that they will give me the certainty that nothing bad will happen to my computer?

Thanks a lot.

s.henri

Hello everyone,

We have found a possible solution for the encountered BSOD while using Bitdefender Safepay. Please install the Microsoft hotfix linked below and let us know if the issue persists:

http://support.microsoft.com/kb/2664888

We will be waiting for your feedback on this matter.

After your reply on this forum, I have also installed the Hotfix and so far I don't have any problems anymore.

I will continue testing safepay the next days and will come back to tell about my experience.

Thanks a lot.

Windows 7 64 bit here

I've installed it and I have been fine so far, but I've only open safepay like 6times. Sometimes I get lucky and open 10-20 times before I get bsod.

So far no bsod since I installed the hotfix and my system is fine. I'll come back and give an update in a month but things are looking good so far!!

Good Luck!

Hello,

After a week of daily use SafePay (sometimes two or three times a day), I no longer had any blue screen (BSOD) when I use SafePay with the update KB2664888 Windows installed.

The proposed solution seems to work perfectly.

Hi there,

The same goes for me - I didn't have any problems anymore since I installed the Hotfix.

Thank you for your solution.

s.henri

Safepay cannot produce BSOD. It is an user mode program, as I explained above.

While I understand that something is not right for you and you are upset, let's keep it correct.

Did you contact technical support? uploaded crash informations?

Cristian

This snarky comment aggravated me so much that I registered just to comment. Safepay is obviously producing BSOD as evidenced by all the comments here. It is causing a BSOD when and only when I use safepay. That makes Cristian wrong. Let's keep THAT correct.