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Blue screen error (system crash) with BugCheck err C2 or 19 occurs on Windows 7 clients
Technical Articles ID:   KB76768
Last Modified:  4/7/2017
Rated:


Environment

McAfee VirusScan Enterprise 8.8 (VSE) with/without Patch 1 or 2

Microsoft Windows 7

Problem

A blue screen error with BugCheck C2 or 19 can occur on Windows 7 clients when VSE 8.8 is installed with/without Patch 1 or 2.

Key details recorded in the crash dump: 

BAD_POOL_HEADER (C2)

OR

BAD_POOL_HEADER (19)
The pool is already corrupt at the time of the current request.
This may or may not be due to the caller.
The internal pool links must be walked to figure out a possible cause of
the problem, and then special pool applied to the suspect tags or the driver
verifier to a suspect driver.
Arguments:
Arg1: 0000000000000020, a pool block header size is corrupt.
Arg2: fffffa80054d84a0, The pool entry we were looking for within the page.
Arg3: fffffa80054d8510, The next pool entry.
Arg4: 0000000004070007, (reserved)

The call stack contains refs to McAfee components:

  • mfehidk
  • mfeapfk

Cause

When file paths are being matched against Access Protection rules, the Access Protection driver can cause a system crash when the file path length is a certain size. The path size that causes the crash depends on the exact set of Access Protection rules in place (including customer-created rules and rules that ship with the product).

Solution

This issue is resolved with VSE 8.8 Patch 4. Patches are cumulative; therefore Technical Support recommends that you install the latest one. 

NOTE: Although VSE 8.8 Patch 3 includes the code to resolve the issue, VSE 8.8 P3 was released to provide support only for Windows 8 and Windows 2012, and installs only to these two operating systems. 

VSE 8.8 Update 11 is the latest update available from the Downloads tab on the ServicePortal at https://support.mcafee.com/downloads.

NOTE: VSE 8.8 Update 11 supports all supported Windows operating systems.

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