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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

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
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.
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. 😉
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
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!!!
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.
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
B
Rank
@ wrote:
That fix you shared doesn't help me at all because I can't boot into Windows. I can't even get into safe mode, don't even have the option for safe mode.
 
I do use a wireless keyboard, I will try a wired keyboard but not sure how that will fix this problem...
The wireless keyboard IS the problem. Use the wired keyboard to apply the fix, but this is only necessary if continuing to use Webroot. Otherwise use the wired keyboard to navigate to C:WindowsSystem32Drivers to remove or rename WRkrn.sys as mentioned in the replies above. Then you can go back to using the wireless keyboard.
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
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 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.
Baldrick
Rank
Userlevel 7
Hi cracker
 
Welcome to the Community Forums.
 
Sorry to hear that you are experiencing this issue.  One course of action, and probably the most appropriate unless you are computer savvy/happy to tweak your system, is to follow MikeR's advice ealier in the thread (actually Post 2), and Open a Support Ticket  and let the Support Team deal with it for you.
 
Following on from that may I ask as to why you would be running Windows Repair?  Can I ask as to whether you may have uninstalled WSA and following that you have been getting BSODs (Blue Screen of Death)?
 
The reason I ask is because this has been seen before and is due to WRkrn.sys being left over after an uninstall (especailly if done with a 3rd party uninstaller rather than the Add/Removew Program option built into Windows.
 
If the above is true, and only if the above is the case in all aspects, i.e, uninstall  & BSODs, etc., then what I suspect that you need to do is to delete the left over WRkrn.sys....and as we are talking about dabbling in the System File area YOU NEED TO BE CONFIDENT ABOUT YOU TECHNICAL SKILLS before doing so.
 
If confident you most probably need to boot into Safe Mode WITHOUT Networking, navigate to the location of the file (this is usually C:WindowsSystem32driversWRkrn.sys) and RENAME it to something like WRkrnOLD.sys (always better than a straight delete), and then reboot.
 
That should now mean that the fiel won't be found at boot and so not cause the issue.
 
But again, I caution that this is just based on my assumptions that you may have uninstalled WSA and following that you have been getting BSODs.  If that is not correct or you have any dubts then please go the Support Ticket route, as it is the safest.
 
Please do post back to let us know what you decide/opt to do.
 
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@ wrote:
Could you please send me the WRkrn.sys file? I can't find it and my computer says it is missing. My email is Removed email for security reasons
 
Thanks in advance!
Hello and Welcome to the Webroot Community!
 
Please do a clean reinstall and that will get you the driver back as this is a very old thread.
 
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?
 
Thanks,
 
Daniel 😉
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Who said anything about safe mode? Did you try the above first? https://community.webroot.com/t5/Webroot-SecureAnywhere-Internet/WRkrn-sys-causes-blue-screen-failure/m-p/265785#M10013
 
Daniel
B
Rank
According to other users the wireless keyboard seems to be what's causing the BSOD. Using the wired keyboard should alieviate the issue. You should't need to go into safe mode if  your PC boots normally. If you're still unable to boot or get into a command prompt, then I suggest that you submit a trouble ticket and let support remove the file for you.
 
Thanks,
BD
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
I use a Logitech Keyboard without issues on my other Laptop and as far as I know it's only Microsoft Keyboard's and Webroot is working on a solution as we speak.
 
Daniel
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Just to add to this thread anyone that has issues with the "WRkrn.sys causes blue screen failure" and Microsoft keyboards try this fix: https://www5.nohold.net/Webroot/ukp.aspx?pid=12&login=1&app=vw&solutionid=2544&donelr=1
 
If the fix doesn't work for you then please contact support! Webroot Customer Service
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
? 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
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.
MikeR
Userlevel 7
Hey saintshaka,
 
Thank you for opening a support ticket. I just found the ticket you submitted today and I have replied with instructions for you to follow. This will allow us to gather logs so we may research the mini-dumps and crashes you have experienced.
 
However, if you would like to reformat your notebook as you have mentioned, you may use this http://anywhere.webrootcloudav.com/zerol/wsainstall.exe  to reinstall the latest SecureAnywhere software.
 
Thank you,
Mike R Social Media Manager
Baldrick
Rank
Userlevel 7
Hi Emicska
 
Welcome to the Community Forums.
 
Please follow the advice provided by TripleHelix in the post just before yours, i.e., undertaken an uninstll/cclean reinstall of WSA by carefully following the instructions he has provided.
 
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
J
Hi there,
 
Fixed this issue yesterday as follows.
 
1. Boot up using my HiRens Disk.
2. Rename WRkrn.sys to WRkrn.sys.old in C:WindowsSystem32Drivers
3. Reboot PC
4. Update Webroot.
J
additionally, you may have to apply the quoted Webroot fix found here...
 
B
Rank
Hi zdub86,
 
Welcome to the Webroot Community.
 
Can I ask if you're using a wireless keyboard?
 
If so please try booting using a wired keyboard?
 
There have been reports like this with regard to Microsoft Wireless keyboards, Windows 10, and Webroot.
 
Webroot has issued a fix available here.
 
If you do not have a wireless keyboard then please submit a trouble ticket to Webroot support.
 
Hope this info helps,
BD
 
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@ wrote:
I can't believe that after 4 years I still receive emails that convey me, there is a new reply in the thread that i created.
This suite was creating me issues (blue screen) everytime i was opening GNS3.
If i can only imagine that this crap suite could stop me to become a CCIE, i have to thank myself 4 years ago, i deleted it from my notebook
Go back to the first post and Unsubscibe: https://community.webroot.com/t5/Webroot-SecureAnywhere-Internet/WRkrn-sys-causes-blue-screen-failure/td-p/3428
 
?

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