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WRkrn.sys causes blue screen failure

S
Rank
hi peeps. i have a problem with this file, that is located inside the folder drivers of system32.
 
this is what WHOCRASHED reported to me:
 
On Thu 05/04/2012 07:13:50 GMT your computer crashed
crash dump file: C:WindowsMinidump40512-21418-01.dmp
This was probably caused by the following module: wrkrn.sys (WRkrn+0x6076)
Bugcheck code: 0x3B (0xC0000005, 0xFFFFF88000DCB076, 0xFFFFF8800AA9BA90, 0x0)
Error: SYSTEM_SERVICE_EXCEPTION
file path: C:Windowssystem32driverswrkrn.sys
product: Webroot SecureAnywhere
company: Webroot
description: Webroot SecureAnywhere
Bug check description: This indicates that an exception happened while executing a routine that transitions from non-privileged code to privileged code.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: wrkrn.sys (Webroot SecureAnywhere, Webroot).
Google query: wrkrn.sys Webroot SYSTEM_SERVICE_EXCEPTION
 
any clues on how to overcome this failure? 
 
thanks in advance
 
joe
icon

Best answer by MikeR 5 April 2012, 15:15

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67 replies

RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Hello,
 
Just read the above info and do a clean reinstall!
 
Please follow the steps closely!
 
  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Subscription PC users click HERE) Let us know if it is the Mac version you need.
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Please let us know if that resolves your issue, and if not then please Open a Support Ticket to get the Support Team to have a look at the issue for you.
M
Hi,
 
I need working copy if WRkrn.sys
Could you please email that to me?
 
Best,
nishi
Baldrick
Rank
Userlevel 7
Hi Chronifathead
 
Welcome to th Community Forums.
 
Whilst the rename may well have appeared to 'work' I would still recommend an uninstall/clean reinstall...to make sure that the installation of WRSA is correct/fault free.
 
Regards, Maverick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
C
I've had this twice now, once on an office managers PC, and the second on an SBS 2011 server after installing updates.
 
The server was the most scary, as all it keeps saying is that there is a corrupt file, but doesn't tell you what.  I initially thought it was something to do with the updates I had installed, but thought I would try to rename file, just in case, and sure enouh booted straight up.
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@ wrote:
Can you send me a copy of the WRkrn.sys file to (removed for security reasons)
It would be better to do a clean reinstall of WSA as Baldrick suggested above! And now as Sherry suggested. 😉
Ssherjj
Rank
Userlevel 7
Badge +62
Hello tgzelaine,
 
Wellcome to the Webroot Community,
 
This is usually due to a faulty installation or update so would you please do a uninstall/clean reinstall of Webroot?
 
Please follow the steps closely!
 
  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Subscription PC users click HERE) Let us know if it is the Mac version you need.
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Please let us know if that resolves your issue, and if not then please Open a Support Ticket to get the Support Team to have a look at the issue for you. The service is free of charge for users with an active subscription.
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sonoma (14.3.1}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
T
Can you send me a copy of the WRkrn.sys file to (removed for security reasons)
Baldrick
Rank
Userlevel 7
Hi skeeterVT
 
 
Welcome to the Community Forums
 
This is usually due to a faulty installation or update so would you please do a uninstall/clean reinstall of Webroot?
 
Please follow the steps closely!
 
  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Subscription PC users click HERE) Let us know if it is the Mac version you need.
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Please let us know if that resolves your issue, and if not then please Open a Support Ticket to get the Support Team to have a look at the issue for you. The service is free of charge for users with an active subscription.
 
Regards, Baldrick
 
Thanks,
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
S
I am getting repeated "Blue Screens of Death" on my Dell Lattitude D630 laptop. Each time, my "Who Crashed" crash reporter said the following:
 
On Mon 12/26/2016 6:49:14 AM your computer crashed
crash dump file: C:Windowsmemory.dmp
This was probably caused by the following module: wrkrn.sys (WRkrn+0x2F82)
Bugcheck code: 0xA (0x34, 0x2, 0x1, 0xFFFFFFFF850881AF)
Error: IRQL_NOT_LESS_OR_EQUAL
file path: C:Windowssystem32driverswrkrn.sys
product: http://www.google.com/search?q=Webroot SecureAnywhere
company: Webroot
description: Webroot SecureAnywhere
Bug check description: This indicates that Microsoft Windows or a kernel-mode driver accessed paged memory at DISPATCH_LEVEL or above.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: wrkrn.sys (Webroot SecureAnywhere, Webroot).
Google query: Webroot IRQL_NOT_LESS_OR_EQUAL

 
Is there an update available for the wrkn.sys driver, and if so, from where do I download it?
R
Rank
cksly, This is and has always  been an issue with Microsoft......not a Webroot problem. Webroot is working on a Microsoft fix so the customers who have Webroot remain pleased with their service. Aside from Microsoft having the issue that Webroot is fixing, have you had any security issues with Webroot?
 
If you venture on over to the Microsoft Help Forums you can see for yourself that others have had this same issue even with Norton and other Security Devices. Win 10 was rolled out with some issues and they leave it up to other companies to come up with a "fix" . By chance, are you using a wireless keyboard with a WiFi connection, that's been an issue with Win 10 and is substantiated by many of Win 10 users.
 
In the meantime and as mentioned by others here on the Forum, Webroot is working on a Win 10 fix so you should not experience any issues once they roll it out.
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@ wrote:
I love how support trys to blame wireless keyboards for the issue and supplies no useful fix.  Webroot is crap software. Thanks BD following your advice. Maybe you should work as support here. 
Hello,
 
There is a fix in place for Beta testers and I assume they will release it early next week to all. We beta testers are using version 9.0.13.44 at this time.
 
Thanks,
 
Daniel
 
Edit: @ is correct as MS keeps breaking things and Webroot is not the only affected software.
B
Rank
@ wrote:
I love how support trys to blame wireless keyboards for the issue and supplies no useful fix.  Webroot is crap software. Thanks BD following your advice. Maybe you should work as support here. 
Actually, it's Microsoft that keeps breaking things. Webroot will be rectifying this problem in the next release due out very soon. You're certainly entitled to your opinion about Webroot, but I strongly disagree.
C
I love how support trys to blame wireless keyboards for the issue and supplies no useful fix.  Webroot is crap software. Thanks BD following your advice. Maybe you should work as support here. 
Z
Rank
Userlevel 1
I just wanted to let everyone know my issue has been resolved using the suggestion and advice from BD. I booted into mini Windows XP using Hiren's, renamed the WRkrn.sys file, rebooted back into Win10 successfully with no blue screen, and then successfully uninstalled Webroot using an elevated command prompt. Success!!! Thanks BD!!!
B
Rank
Hi zdub86,
 
Sorry for the confusion. Please call Webroot support as TripleHelix has posted. I PM'd you to explain the situation.
 
Thanks,
BD
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@ wrote:
I'm confused. He has already replied with a help suggestion, and now I am trying it. Therefore I would like to ask him what my next step would be. I'm not going to hold Webroot accountable for anything.
 
@ continue to help this user as he said he is willing to do other things and doesn't heed my advice from support.
 
Thanks,
 
Daniel
Z
Rank
Userlevel 1
I'm confused. He has already replied with a help suggestion, and now I am trying it. Therefore I would like to ask him what my next step would be. I'm not going to hold Webroot accountable for anything.
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
He will not be repling to help by doing others things as I said my info comes directly from Support!
 
We can't be held responsible if you do something wrong as Webroot has there own tools.
Z
Rank
Userlevel 1
I'd like to ask BD about his suggestion first before I get Webroot tech support involved, since I will not be using this product anymore. Thanks.
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@ wrote:
BD,
Need some more assistance. I successfully booted into mini Windows XP using Hiren's. However, it's not seeing the local hard drive (I'm testing on my PC before doing this on the affected PC). I'm only getting C: as the USB stick, B: as "RamDrive" and X: as "mini XP". I don't think Windows XP had SATA drivers loaded into it so I'm not sure if this is a viable option. Is anyone familiar with Linux? I see Hiren's also has Linux built into it, is there anything I can do in Linux to remove or rename the WRkrn.sys file??
 
Another solution would be to remove the affected HD, hook it up to a HD enclosure on a good PC, browse to the file and delete it.
Please follow the instructions from  the support team!
 
@ it is advised to call Webroot support in this case. https://www.webroot.com/us/en/support/contact
 
Call 1-866-612-4227
M-F 7am?6pm MT
 
We can't be held responsible if you do something wrong as Webroot has there own tools.
 
I will quote from them:
 
"Hi Daniel,
 
I concur with Brad, customers who can address their own wireless keyboard BSOD by applying the fix offered in the noHold article is the best first step. If customers are unable to resolve the issue on their own for whatever reason should contact support so that our trained team can assist further.
 
Thanks,
 
Shai"
Z
Rank
Userlevel 1
BD,
Need some more assistance. I successfully booted into mini Windows XP using Hiren's. However, it's not seeing the local hard drive (I'm testing on my PC before doing this on the affected PC). I'm only getting C: as the USB stick, B: as "RamDrive" and X: as "mini XP". I don't think Windows XP had SATA drivers loaded into it so I'm not sure if this is a viable option. Is anyone familiar with Linux? I see Hiren's also has Linux built into it, is there anything I can do in Linux to remove or rename the WRkrn.sys file??
 
Another solution would be to remove the affected HD, hook it up to a HD enclosure on a good PC, browse to the file and delete it.
Z
Rank
Userlevel 1
Nevermind, I got the file format program to open.
Z
Rank
Userlevel 1
I choose "USB Burning" at the top of that Hiren's page correct?
 
The very first step is to format my USB drive. I download that USB Disk Storage Format file on Hiren's website, unzip it, but it won't let me open the .exe it says "permission denied. the administrator rights are required to run this tool."
 
I am logged into my PC as an administrator...
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@zdub86 it is advised to call Webroot support in this case. https://www.webroot.com/us/en/support/contact
 
Call 1-866-612-4227
M-F 7am?6pm MT
 
We can't be held responsible if you do something wrong as Webroot has there own tools.
Z
Rank
Userlevel 1
Thank you very much BD for the information. I will load Hiren's onto a blank USB drive that I have. So once I load Hiren's, boot to the USB, and choose Windows XP even though that's not the current OS on the computer in question? This will allow me to navigate to the C: drive? Pretty neat. I have heard of Hiren's before but I've never personally used it. Seems simple enough. I am going to give this a try.
 
After renaming that file, reboot the PC, change the boot order to the hard drive and hope that it boots up, correct?

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