when user connects to Sophos VPN client his laptop restarts automatically

[govindpansare]

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

Thanks in advance 

[govindpansare]

Please check attached error system log file 

[Jean_Intel]

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]

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

[govindpansare]

Dear Intel team,

Kindly check dumps file for your reference

[govindpansare]

Dump files

[Jean_Intel]

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

[Jean_Intel]

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]

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 

[Jean_Intel]

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

[Jean_Intel]

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

[Jean_Intel]

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.