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WRkrn.sys causes blue screen failure

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B
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@ wrote:
@ it is advised to call Webroot support in this case. https://www.webroot.com/us/en/support/contact
 
Call 1-866-612-4227
M-F 7am?6pm MT
Thank you, TripleHelix.
RetiredTripleHelix
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? it is advised to call Webroot support in this case. https://www.webroot.com/us/en/support/contact
 
Call 1-866-612-4227
M-F 7am?6pm MT
B
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Hi zdub86
 
Please call Webroot Support so they can assist you.
 
 1-866-612-4227
M-F 7am?6pm MT
 
 
Thanks,
BD
 
Z
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Userlevel 1
Ok so using a wired keyboard and mouse still is not working. Automatically goes to the blue screen with the WRkrn.sys error. Unable to use any option in the startup settings so I can't get into safe mode. Please help!!
 
I can't submit a trouble ticket because I don't have a Webroot key code, I bought the PC with Webroot already installed from Best Buy.
RetiredTripleHelix
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@ wrote:
I'd like to share with everyone that I posted my same original reply to Dell's support website. They are telling me it's a bad hard drive and the windows kernel is physically damaged and needs to be replaced with a new hard drive with Win10 re-installed. I can't imagine this computer working just the other day and then Webroot physically breaking my hard drive?? That doesn't make much sense to me.
No that doesn't make any sense. Dell doesn't like fixing OS software issues and just like replacing hardware and you would have to do a clean OS reinstall. 😠 But hey who am I to argue with dell?
RetiredTripleHelix
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@ wrote:
I can't believe that after 4 years I still receive emails that convey me, there is a new reply in the thread that i created.
This suite was creating me issues (blue screen) everytime i was opening GNS3.
If i can only imagine that this crap suite could stop me to become a CCIE, i have to thank myself 4 years ago, i deleted it from my notebook
Go back to the first post and Unsubscibe: https://community.webroot.com/t5/Webroot-SecureAnywhere-Internet/WRkrn-sys-causes-blue-screen-failure/td-p/3428
 
?
Z
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Userlevel 1
I'd like to share with everyone that I posted my same original reply to Dell's support website. They are telling me it's a bad hard drive and the windows kernel is physically damaged and needs to be replaced with a new hard drive with Win10 re-installed. I can't imagine this computer working just the other day and then Webroot physically breaking my hard drive?? That doesn't make much sense to me.
S
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I can't believe that after 4 years I still receive emails that convey me, there is a new reply in the thread that i created.
This suite was creating me issues (blue screen) everytime i was opening GNS3.
If i can only imagine that this crap suite could stop me to become a CCIE, i have to thank myself 4 years ago, i deleted it from my notebook
RetiredTripleHelix
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Just to add to this thread anyone that has issues with the "WRkrn.sys causes blue screen failure" and Microsoft keyboards try this fix: https://www5.nohold.net/Webroot/ukp.aspx?pid=12&login=1&app=vw&solutionid=2544&donelr=1
 
If the fix doesn't work for you then please contact support! Webroot Customer Service
RetiredTripleHelix
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I use a Logitech Keyboard without issues on my other Laptop and as far as I know it's only Microsoft Keyboard's and Webroot is working on a solution as we speak.
 
Daniel
B
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According to other users the wireless keyboard seems to be what's causing the BSOD. Using the wired keyboard should alieviate the issue. You should't need to go into safe mode if  your PC boots normally. If you're still unable to boot or get into a command prompt, then I suggest that you submit a trouble ticket and let support remove the file for you.
 
Thanks,
BD
Z
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Userlevel 1
Ok thanks I will try the wired keyboard once I get home from work.
 
So after unplugging the USB dongle that controls the wireless keyboard/mouse (it's a combo) and plugging in a WIRED keyboard & mouse, I should NOT receive that blue screen?? It should boot properly into Windows? Or will I need to get into safe mode to remove or rename that file?
B
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@ wrote:
That fix you shared doesn't help me at all because I can't boot into Windows. I can't even get into safe mode, don't even have the option for safe mode.
 
I do use a wireless keyboard, I will try a wired keyboard but not sure how that will fix this problem...
The wireless keyboard IS the problem. Use the wired keyboard to apply the fix, but this is only necessary if continuing to use Webroot. Otherwise use the wired keyboard to navigate to C:WindowsSystem32Drivers to remove or rename WRkrn.sys as mentioned in the replies above. Then you can go back to using the wireless keyboard.
Z
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Userlevel 1
That fix you shared doesn't help me at all because I can't boot into Windows. I can't even get into safe mode, don't even have the option for safe mode.
 
I do use a wireless keyboard, I will try a wired keyboard but not sure how that will fix this problem...
B
Rank
Hi zdub86,
 
Welcome to the Webroot Community.
 
Can I ask if you're using a wireless keyboard?
 
If so please try booting using a wired keyboard?
 
There have been reports like this with regard to Microsoft Wireless keyboards, Windows 10, and Webroot.
 
Webroot has issued a fix available here.
 
If you do not have a wireless keyboard then please submit a trouble ticket to Webroot support.
 
Hope this info helps,
BD
 
Z
Rank
Userlevel 1
Hello. I know this post is old, but I just now joined this website because I have come across the same issue it appears. My brother-in-law bought a Dell Inspiron 660s back in 2012 from Best Buy, so it came with Webroot installed already (I do not have any product keys or codes for it). Came with Windows 8 but he has since upgraded to Win10. He contacted me to look at it for him because I work in IT. Apparently he did an uninstall (not sure how he did it) and the driver 'WRkrn.sys' seems to be leftover. After a Windows update the computer rebooted and now it's going to the dreaded blue screen of death. Before it gets to the blue screen, the Dell logo comes up and underneath it says "Preparing Automatic Repair" I don't even have the chance to hit F8 to try and get into Safe Mode. Then it goes to the blue screen. I will attempt to add pictures to help...
 
?
 
Then it goes to this blue screen...
 
?
 
Pressing Enter does nothing. Pressing ESC brings me to the BIOS, and pressing F8 brings me to this screen...
 
?
 
NONE of these options do anything. They all just bring me back to the original blue screen of death. So I can't even get into safe mode to try and delete this file. Only thing I can do is get into BIOS. He does not have a recovery disc, the only disc it came with is software & utilities disc (can't boot to that). Can somebody please assist me with this? Mainly trying to get into safe mode so I can remove this driver and not have to deal with Webroot anymore. Thanks in advance.
J
additionally, you may have to apply the quoted Webroot fix found here...
 
J
Hi there,
 
Fixed this issue yesterday as follows.
 
1. Boot up using my HiRens Disk.
2. Rename WRkrn.sys to WRkrn.sys.old in C:WindowsSystem32Drivers
3. Reboot PC
4. Update Webroot.
RetiredTripleHelix
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Who said anything about safe mode? Did you try the above first? https://community.webroot.com/t5/Webroot-SecureAnywhere-Internet/WRkrn-sys-causes-blue-screen-failure/m-p/265785#M10013
 
Daniel
E
If it is,due to the windows 10 update, what could I do not letting me to go to safe mode
Baldrick
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Userlevel 7
Hi Emicska
 
Welcome to the Community Forums.
 
Please follow the advice provided by TripleHelix in the post just before yours, i.e., undertaken an uninstll/cclean reinstall of WSA by carefully following the instructions he has provided.
 
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
E
Hi I got this same.blue screen of death after restarting my laptop, and never had this problem. Can you help me?
RetiredTripleHelix
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@ wrote:
Could you please send me the WRkrn.sys file? I can't find it and my computer says it is missing. My email is Removed email for security reasons
 
Thanks in advance!
Hello and Welcome to the Webroot Community!
 
Please do a clean reinstall and that will get you the driver back as this is a very old thread.
 
Please follow the steps closely!
 
  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Subscription PC users click HERE) Let us know if it is the Mac version you need.
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Please let us know if that resolves your issue?
 
Thanks,
 
Daniel 😉
C
Could you please send me the WRkrn.sys file? I can't find it and my computer says it is missing. My email is Removed email for security reasons
 
Thanks in advance!
M
HI NancyProut
 
Had a similar issue recntly and i allplied the following fix. How will need to have the following to carry out this process.
 
1. Working PC/Laptop
2. Internet Connection
3. Empty USB Pen Drive
4. Another Storage device
 
Method 1:
 
Step 1:
Download Ubuntu OS and mount it on the empty pen drive (using a mounting program such as rufus) 
Insert the Pen drive into the spoilt PC and let it boot into the USB. Use Try ubuntu so you dont need to install the OS (i.e you run it live out of the pen drive) 
Navigate to your root drive:/Windows/System32/drivers and find WRkrn.sys file.
 
Step 2:
Rename the fie to WRkrnOLD.sys
Shut down your PC and remove you pen drive.
Restart and it should work fine.
Uninstall webroot and reinstall it. Take a backup once everything is done for future use if needed
 
Method 2: (If method 1 doesnt work)
 
Step 1: (is the same)
 
Step 2:
You will most likely have to replace the WRkrn.sys file instead of renaming it. you can find this file in a working PC that has webroot installed. copy it and replace the file in the PC that isnt working.
This worked for me. (I didnt bother with method 1 since i had another PC with webroot installed)
Shut down and take the pen drive out. Start and it should work.
Backup your PC
 
If anyone needs a working copy of the WRkrn.sys file reply to me with you mail IDs and I can send it to you
 
Let me know if this worked for you guys !

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