Applies To: Endpoint Security Elite, Endpoint Security 360, Endpoint Security Prime, WatchGuard EDR, WatchGuard EDR Core, Endpoint Security Basic
Occasionally, when you try to use an Endpoint Security product, your computer might show a blue screen error (BSOD).
Take these actions to try to resolve a blue screen error:
- Install the latest version of the Endpoint Security product.
- If you can reproduce the blue screen error, try to determine whether it is the Endpoint Security product that causes the issue. Complete these tasks, one-by-one, and confirm whether it resolves the issue:
- Open the local Administrator panel on the endpoint and disable the Endpoint Security modules one-by-one. As you disable a module, confirm whether it fixes the issue.
- Each time you disable an Endpoint Security module, from the Endpoint Security management UI, move the computer to a different profile or group that has different settings. Confirm whether it fixes the issue.
- Uninstall the Endpoint Security product.
- If the computer creates a dump file (.DMP) because of a file crash or error, try to remember the steps or actions that you took before the crash or error occurred. Also look at the data in the Event Viewer of the computer to determine if any recent software updates or actions occurred that could contribute to the crash or error. For information about how you can create a .DMP file, go to Generate a Complete Memory Dump. (If you contact Support, provide the .DMP file and, if possible, indicate the Endpoint Security module in use when the issue occurred.)
- If the blue screen error persists:
- Make sure to install the latest version of the video card driver on the computer.
- Make sure to install the latest version of the motherboard chipset driver on the computer.
If you cannot resolve the blue screen error, contact Support.
Contact Support
Use the PSInfo tool to provide diagnostic logs to help Support troubleshoot your issue. For more information, go to Get Started with PSInfo.