I'm screwed -- Need Immediate Help with NTosKRNL.exe error

[LindaHewitt]

Thanks in advance for your help. The exact error that I am getting is KMode_Exception_Not_Handled on a W2K computer with all patches applied. The computer is a Dell Optiplex GX400 with 512 MB RAM. Prior to using the Kaspersky online scanner and then installing KIS, I had been surfing the web, sending email and working with Office 2003. All strictly routine stuff.

First let me say that I think that the Kaspersky Internet Security software is great. Everything about KIS says that they dot all of the "i's" and cross all of the "t;s".

I installed KIS on my laptop about a month ago and I have been very pleased. The documentation is particularly impressive.

Last weekend I decided that it was time to install KIS on my desktop (W2K SP4). So I did the following:
I decided to do a Kaspersky online scan. The first thing that it told me was that if I had previously done an online scan on my laptop and that I needed to uninstall that software.

So I exited the program and uninstalled the K online scanner software on my laptop.

Then I ran the online scan.

Several days later, I started the install process on my desktop; however I did not uninstall the online scanner software. I assumed that I would get a similar warning or the KIS (version 6) software would handle the issue. I was relying on the fact that they are very thorough. My bad. I know better but I was tired and thought that it was a safe thing to do. Dumb...dumb.

The install process went fine and I set up KIS to run every day and whenever the computer is started or rebooted.

I rebooted the computer but I got a BSOD, which says it encountered a KMODE_Exception_Not_Handled error

STOP: 0xd0000001E (0xC00000005, 0x8041DDE7. 0x00000000. 0x0000000B)

Address 8041DDE7 base 80400000, DateStamp 45ec3c8f - ntoskrnl.exe

I tried soft reboots and hard reboots without success. Next I tried doing the F2 and later F12. When I did the F2 and checked the boot sequence, I discovered that floppy was listed first, followed by CD, followed by C:\. I changed the boot sequence and saved it, then rebooted the computer.

Got the same BSOD. Checked and the boot sequence was floppy, CD "C" hard drive.

Went to safe mode and disabled all aspects of Kaspersky. It didn't help.

I went to Windows Explorer and did a search on Kaspersky so that I could delete the previous online scanner but K saved program components on both my d and c hard drives with today's date. The Repair - Remove function does not work in safe mode. I tried to do a SnagIt Capture of all of the instances of Kaspersky related files but SnagIt does not work in safe mode either.

On my desktop I have two hard drives -- C for OS and D for data and programs. When I did the install of KIS, it was onto the D drive. Unfortunately, KIS version 6 put components on both the D and C hard drives, so I didn't know what files were connected to what. Date alone was not sufficient for me to be able to determine this.

In safe mode, I went to Administrative are and removed (uninstalled) the Kaspersky online scanner program. I tried to do the same with KIS but the remove program would not work.

I rebooted the computer but I still had the problem. I rebooted in safe mode and went to administrative area and neither Kaspersky program is listed. However, I went and clicked the Start button & programs to see if KIS was still listed and it is. I am really frustrated.

I googled the KMode_..... error and got this URL but it really didn't help. Here is the URL.

http://www.microsoft.com/technet/pro....mspx?mfr=true

What do I need to do to fix this problem. Hopefully, one of the many VDR gurus will be able to tell me what to do, which does not entail doing an F disk and reinstalling W2K.

Thanks in advance for your assistance.

Linda

[Steve R Jones]

How to Troubleshoot a STOP 0x0000001E KMODE_EXCEPTION_NOT_HANDLED Error Message
http://support.microsoft.com/kb/275678/en-us


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[LindaHewitt]

Thanks Steve. I am working my way through this information.

Linda