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when user connects to Sophos VPN client his laptop restarts automatically

govindpansare
Novice
1,417 Views

when user connects to Sophos VPN his laptop restarts automatically and showing Blue screen with error "ndis.sys" Please help for solving this issue

Laptop Model :-HP ProBook 450 G5


govindpansare_0-1649305843164.png

Thanks in advance 

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11 Replies
govindpansare
Novice
1,395 Views

Please check attached error system log file 

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Jean_Intel
Employee
1,379 Views

Hello govindpansare


Thank you for posting on the Intel️® communities.  


To have a better understanding of your issue, please provide me with the following:

  • When did the issue start?
  • Was there any hardware or software change before the issue started?
  • Does the BSOD appear when you are using wireless, ethernet connection, or both?
  • Is this the original card that came with the system?


Best regards, 

Jean O.  

Intel Customer Support Technician


govindpansare
Novice
1,342 Views

Dear Team,

Kindly check below your questions answer in bold and revert ASAP

 

  • When did the issue start? ==> We realized this when we needed VPN last month
  • Was there any hardware or software change before the issue started? ==>No
  • Does the BSOD appear when you are using wireless, ethernet connection, or both?==>Both Ethernet and Wireless
  • Is this the original card that came with the system? ==>Yes
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govindpansare
Novice
1,336 Views

Dear Intel team,

 

Kindly check dumps file for your reference

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govindpansare
Novice
1,336 Views
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Jean_Intel
Employee
1,356 Views

Hello govindpansare,

 

I hope you are doing fine.

 

Were you able to check the previous post?

Let us know if you still need assistance.

 

Best regards,

Jean O. 

Intel Customer Support Technician


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Jean_Intel
Employee
1,319 Views

Hello govindpansare

 

You mentioned that the issue also appears when using an ethernet connection. It seems as if the problem is not being caused by the wireless card; instead, it appears as if the VPN software is causing the BSOD. My suggestion is to try contacting the support for the VPN software and confirm if they have a newer version that solves the issue you are facing.

 

Best regards,

Jean O. 

Intel Customer Support Technician.


govindpansare
Novice
1,305 Views

Dear Intel team,

 

The same issue came up when we  install open VPN and updated version of Sophos VPN, only 1 device having issue about VPN 

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Jean_Intel
Employee
1,294 Views

Hello govindpansare,


As you mentioned that the issue doesn't appear until you run the VPN, I believe that the VPN software may be the root of the problem, so I suggested contacting the software developer. However, you can also try and contact HP to do a further hardware investigation and confirm if there is any problem with your system.


Best regards,

Jean O. 

Intel Customer Support Technician


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Jean_Intel
Employee
1,282 Views

Hello tarhgovindpansare,


I hope you are doing fine.


Were you able to check the previous post?

Let us know if you still need assistance.


Best regards, 

Jean O.  

Intel Customer Support Technician


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Jean_Intel
Employee
1,267 Views

Hello govindpansare,

 

I hope you are doing fine.

 

I have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

 

Best regards.

Jean O. 

Intel Customer Support Technician.


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