Blue screen when using Ethernet connection on laptop

Smags416
Smags416
edited December 13 in Install and Updates

I am encountering a Windows 11 Pro Blue Screen when my Ethernet cable is plugged into my laptop or the docking station. The blue screen occurs within 1-10 mins from log in. The computer runs fine when the cable is not connected and using WIFI to connect to the network. When researching this issue on the Internet, I learned that others had to remove their AV software to fix this problem. So, I removed Bitdefender and the problem stopped occurring; I was able to work continuously for long periods of time. When I reinstalled Bitdefender the problem occurred again.

Are there any suggestions on how to fix this issue?

Configuration:

HP Probook 450 G5

Windows 11 pro 24H2 with latest updates

Realtek drivers were reinstalled as my initial effort to fix this problem.

Bitdefender Total Security with latest updates.

Thank you.

Comments

  • Petersl
    Petersl Defender of the month ✭✭✭
    https://community.bitdefender.com/en/discussion/102536/blue-screen-when-using-ethernet-connection-on-laptop

    Hi @Smags416

    Try disabling the "port scan security" in the firewall and see if that helps.

    Otherwise try disabling features one by one to like the firewall to see which one is causing the issue.

    BD port scan.jpg

  • Smags416
    Smags416

    Thank you. I will try this out today.

  • Smags416
    Smags416

    Again, thank you for your assistance, Petersl. I followed your advice and disabled the features within the BD application. I ended up turning all features off and the blue screen still occurred. Then, I moved to disabling the VPN and Product Agent services, which were the only two services that offered and stop option. The rest of the BD services were still running. The blue screen occurred again. Finally, I uninstalled BD and then the blue screen stopped occurring.

    So, I am not sure where to go from here. I have the minidumps from the crashes and may be able to get some info from the Windows event logs if this helps. Suggestions please?

  • Petersl
    Petersl Defender of the month ✭✭✭
    https://community.bitdefender.com/en/discussion/comment/348107#Comment_348107

    Hi @Smags416

    I think the best thing you should do now is contact bitdefender support: https://www.bitdefender.com/consumer/support/help/

    They will probably have you run their supporttool.exe to collect the logs of the issue you have.

  • Alexandru_BD
    Alexandru_BD admin
    edited December 24

    I agree with @Petersl on this one. I think more information from the affected device is required for troubleshooting.
    The thing is, whenever a Bitdefender process crashes, there's usually a notification error from Bitdefender crash handler with some details about the crash. The most important are:

    Bitdefender Security Service has crashed --> this is a VSSERV crash
    Bitdefender Security Center has crashed --> this is a SECCENTER crash
    Bitdefender Agent has crashed --> this is a BDAGENT crash

    Most of the times, when there's a BSOD involved, a minidump is also created in the following location:
    C:\Windows\Minidump. I think the Support teams will need the latest minidump file from this folder in order to check what caused the BSOD. Therefore, IF it's necessary to reboot in Safe Mode and perform a System Restore, make sure you are saving the minidump files from this location in a different location (preferably not on the system drive).

    And yes, product logs will be required as well. So it's best to let the Support teams guide you further.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

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