BSOD: Unexpected Kernel Mode Trap on Win10

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  • Updated 1 year ago
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BSOD: Unexpected Kernel Mode Trap on Win10.0.15063

I just booted my computer, logged in with a non-admin account, opened web-browser & downloaded Trend Micro Antivirus Plus. I installed this with admin credentials on my Win10 (Version 10.0.15063 Build 15063) computer.
The installation procedure finishes successful. No reboot required, I can work with the computer.
However, on reboot the "Unexpected Kernel Mode Trap" BSOD appears. I have to go back to the last restore point to get my system to work.
This procedure is 100% reproduceable.
The Win10 installation is joined to a domain, and is running Hyper-V host feature.

Googling the problem doesn't bring a solution (apart from the usual driver updates and memtest86 posts).

Any suggestions?
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av-trendmicro

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Posted 1 year ago

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TM_Kyra, Employee

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Hi @av-trendmicro and welcome to Trend Micro Community!

I understand that you are getting BSOD error message after installing Trend Micro.
You mentioned that you have Windows 10 (Version10.0.15063 Build 15063) computer. Is this correct? You might be using Windows10 Insider Preview build which is not compatible with Trend Micro Security. 

To verify your computer's Windows 10 build, please follow thesteps below:

1.      Open Run Command. Press Windows Windows Key key + R to open the Run window.

2.      Enter winver

Afterwards, please take a screenshot and include it on your reply. Please refer to thelink below for the steps to take a screenshot:

Taking a screenshot to send to Trend Micro Technical Support

Should you have further questions, please let us know so that we can assist you further. 

Thank you and we'll wait for your reply. :)

Trend Micro Home UsersCommunity
(Edited)
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machine

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Hi,
Had same error three days ago
I had to go back from Win 10 Creators Edition to previous version of Win10, Anniversary version.

Both PC and Trend IS are now working.


Will try Creators Edition upgrade again, as soon as I see what happens in this thread.lol
(Edited)
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andreas.linke

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Sorry, but I have the same error on my Laptop. Creators Update failed three times.
Then I removed it from the Laptop and everything went fine.

After reinstalling Trend Micro Internet Security 2017 again, I got a bluescreen with the error code "Unexpected_Kernel_Mode_Trap" and it finished in a Loop.

Now I am back on the old Windows Version and everything runs fine :-(

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TM_Ferry, Employee

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Hi andreas.linke,

Thank you for your update regarding this issue.

Since we already confirmed that the Trend Micro program is causing this issue and you're getting "UNEXPECTED_KERNEL_MODE_TRAP" error message.

You may try again to upgrade your Windows to Creators Edition and then follow these steps:

1. Restart your computer to Safe Mode.
2. Uninstall Trend Micro Security using the Diagnostic Toolkit.
3. Reinstall your Trend Micro Security
4. Download this hotfix.
5. Run the hotfix and click install then click yes to apply the update.
6. Restart your computer,

For the detailed steps, please click the link below:

[Hotfix] Getting BSOD after installing Trend Micro Security 2017

Please let us know if the steps provided solves the issue.


Thank you and have a wonderful day! 

Trend Micro Home Users Community

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andreas.linke

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Thanks very much for that fast response. I think I will try to go through the above steps on Thursday evening...and then let you know if they solved the issue. 
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TM_Ferry, Employee

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You're very much welcome andreas.linke.

We'll wait for your update regarding this issue.

Thank you and enjoy the rest of your day!

Trend Micro Home Users Community
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andreas.linke

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Sorry, but the Hotfix did not solve my Problem :-(

As you can see in this document: https://www.dropbox.com/s/5af9x5f8tedm77l/TM.pdf?dl=0

the hotfix did a Rollback...I did everything described in the post above, but during the install of the hotfix, it got stuck at app. 70% and the did that Rollback.

I was gladly able to start my Laptop in safe mode again to deinstall trend Micro by using the Support tool....and no my Laptop runs on Creators Update without any Trend Micro.

Please tell me what I can do in the next steps....thaanks very much.

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TM_Nicole, Employee

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Hello, @andreas.linke!

Thank you for your updates!

We sincerely apologize for the inconvenience this has brought you.

Upon checking, Microsoft has recently released the Windows 10 Creators Update last April 11, 2017. Due to this recent update, our hotfix and Trend Micro software are not yet compatible with the update.

We are yet to be updated by our developers regarding the compatibility of the Windows 10 Creators Update with our hot fix and Trend Micro software, but rest assured that the fix will be deployed soon and we will be posting the updates on our knowledge base and/or support page.

In the meantime, the best solution we can recommend is for you to go back to the Windows 10 Anniversary Update since both the hotfix and the Trend Micro program are working in that build and for you to be protected as well.

Should you have further inquiries, please let us know and we will be glad to assist you.

Thank you and have a great day!

Trend Micro Home Users Community

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