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Article ID: 2614892 - Last Review: October 9, 2014 - Revision: 5.0

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Symptoms

On a computer that is running Windows 7 or Windows Server 2008 R2, the whole computer may stop responding. When this issue occurs, you have to forcibly restart the computer to recover from this issue.

Here is a sample scenario:
  • You install a Symantec antivirus application on a computer that is running Windows Server 2008 R2.
  • You run a backup application on the computer.
In this scenario, the computer stops responding.

Cause

This issue occurs because the Mountmgr.sys driver incorrectly maintains a global mutex. This behavior causes a deadlock situation in the Mountmgr.sys driver.

Resolution

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support (http://support.microsoft.com/contactus/?ws=support)
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must be running one of the following operating systems:
  • Windows 7
  • Windows 7 Service Pack 1 (SP1)
  • Windows Server 2008 R2
  • Windows Server 2008 R2 Service Pack 1 (SP1)
For more information about how to obtain a Windows 7 or Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:
976932  (http://support.microsoft.com/kb/976932/ ) Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows 7 and Windows Server 2008 R2 file information notes
Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, SR_Level (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table.
    Collapse this tableExpand this table
    VersionProductSR_LevelService branch
    6.1.760 0 . 21xxxWindows 7 and Windows Server 2008 R2RTMLDR
    6.1.760 1 . 21xxxWindows 7 and Windows Server 2008 R2SP1LDR
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows Server 2008 R2 and for Windows 7" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Mountmgr.mofNot applicable1,70810-Jun-200921:26Not applicable
Mountmgr.sys6.1.7600.2104578,70403-Sep-201109:39x86
Msmmsp.dll6.1.7600.2104510,75203-Sep-201109:39x86
Mountmgr.mofNot applicable1,70810-Jun-200921:26Not applicable
Mountmgr.sys6.1.7601.2181078,70403-Sep-201111:33x86
Msmmsp.dll6.1.7601.2181010,75203-Sep-201111:23x86
For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Mountmgr.mofNot applicable1,70810-Jun-200920:44Not applicable
Mountmgr.sys6.1.7600.2104595,08803-Sep-201110:28x64
Msmmsp.dll6.1.7600.2104511,26403-Sep-201110:26x64
Mountmgr.mofNot applicable1,70810-Jun-200920:44Not applicable
Mountmgr.sys6.1.7601.2181095,08803-Sep-201111:48x64
Msmmsp.dll6.1.7601.2181011,26403-Sep-201111:41x64
For all supported IA-64–based versions of Windows Server 2008 R2
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Mountmgr.mofNot applicable1,70810-Jun-200920:49Not applicable
Mountmgr.sys6.1.7600.21045227,69603-Sep-201109:24IA-64
Msmmsp.dll6.1.7600.2104523,55203-Sep-201109:23IA-64
Mountmgr.mofNot applicable1,70810-Jun-200920:49Not applicable
Mountmgr.sys6.1.7601.21810227,69603-Sep-201109:16IA-64
Msmmsp.dll6.1.7601.2181023,55203-Sep-201109:16IA-64

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More information

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684  (http://support.microsoft.com/kb/824684/ ) Description of the standard terminology that is used to describe Microsoft software updates
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Additional file information

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7
Collapse this tableExpand this table
File nameUpdate.mum
File versionNot applicable
File size2,773
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
File nameX86_dc1ba72d226d280dae46d78df5ff7ae2_31bf3856ad364e35_6.1.7601.21810_none_ab89bfdee4ea149f.manifest
File versionNot applicable
File size705
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
File nameX86_fb9a98e2a949f47f7ddb71a0ef3aaad6_31bf3856ad364e35_6.1.7600.21045_none_40471e9935c42728.manifest
File versionNot applicable
File size705
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
File nameX86_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7600.21045_none_f32339048156ae10.manifest
File versionNot applicable
File size5,728
Date (UTC)03-Sep-2011
Time (UTC)10:16
PlatformNot applicable
File nameX86_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7601.21810_none_f5252e207e69115b.manifest
File versionNot applicable
File size5,728
Date (UTC)03-Sep-2011
Time (UTC)12:21
PlatformNot applicable
Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
Collapse this tableExpand this table
File nameAmd64_241ba6cc666e0cbdb0a249b041e8f2b4_31bf3856ad364e35_6.1.7601.21810_none_2594181fd6958e5a.manifest
File versionNot applicable
File size709
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
File nameAmd64_5a54ef2f1916445e031b413d5fda286d_31bf3856ad364e35_6.1.7600.21045_none_427c2ca196de5832.manifest
File versionNot applicable
File size709
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
File nameAmd64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7600.21045_none_4f41d48839b41f46.manifest
File versionNot applicable
File size5,734
Date (UTC)03-Sep-2011
Time (UTC)11:19
PlatformNot applicable
File nameAmd64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7601.21810_none_5143c9a436c68291.manifest
File versionNot applicable
File size5,734
Date (UTC)03-Sep-2011
Time (UTC)12:44
PlatformNot applicable
File nameUpdate.mum
File versionNot applicable
File size3,215
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
Additional files for all supported IA-64–based versions of Windows Server 2008 R2
Collapse this tableExpand this table
File nameIa64_9a3be3155293827f667a34830eb6051c_31bf3856ad364e35_6.1.7600.21045_none_f62f46f570db2fc0.manifest
File versionNot applicable
File size707
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
File nameIa64_bcf830ceef2083099bf2ad0b2e8f0bad_31bf3856ad364e35_6.1.7601.21810_none_573e1b92afe0ec53.manifest
File versionNot applicable
File size707
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable
File nameIa64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7600.21045_none_f324dcfa8154b70c.manifest
File versionNot applicable
File size5,731
Date (UTC)03-Sep-2011
Time (UTC)11:07
PlatformNot applicable
File nameIa64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7601.21810_none_f526d2167e671a57.manifest
File versionNot applicable
File size5,731
Date (UTC)03-Sep-2011
Time (UTC)12:38
PlatformNot applicable
File nameUpdate.mum
File versionNot applicable
File size2,168
Date (UTC)03-Sep-2011
Time (UTC)17:16
PlatformNot applicable

Applies to
  • Windows Server 2008 R2 Standard
  • Windows Server 2008 R2 Foundation
  • Windows Server 2008 R2 Enterprise
  • Windows Server 2008 R2 Datacenter
  • Windows Server 2008 R2 for Itanium-Based Systems
  • Windows 7 Starter
  • Windows 7 Home Premium
  • Windows 7 Home Basic
  • Windows 7 Professional
  • Windows 7 Enterprise
  • Windows 7 Ultimate
Keywords: 
kbmdd kbautohotfix kbqfe kbhotfixserver kbfix kbsurveynew kbexpertiseinter KB2614892
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