Bluescreen error message: 0xc000021a - critical process died

Document ID : KB000115320
Last Modified Date : 19/09/2018
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Issue:
Blue screen dump errors occured, when executing CA remote control and installing some software or doing some changes in display drivers on Dell Latitude 5480 Laptops.
Bluescreen error message: 0xc000021a - critical process died
 
Environment:
Client Automation
DTSVMG : Desktop and Server Management Release 14
Dell Latitude 5480
Cause:
After an investigation he found out, that by executing CA remote control and installing some software or doing some changes in display drivers the blue screen dump occures.
Ones the blue screen error started it went to boot loop, so that the customer couldn't recover the OS and is using Cryptop pro secure disk for security.
bluescreen error message: 0xc000021a - critical process died
Problem starts
1.After new installation login with user credentials
2.Connect to this computer via CA remote control 3.Changing the screen resolution and scale to change front changes

Temporary action taken to solve the bootloop:
1. uninstall ca driver - CA IT Client Manager r12 Video Caputure Adapter in device manager system will boot normal after this action
2.completely uninstall CA in control panel system will boot normal after this action
3. disable ca drivers via sysinternals autoruns https://docs.microsoft.com/en-us/sysinternals/downloads/autoruns - restart and enable it after restart again system boots normal after this action
Resolution:
Please contact CA Support in this Case.
Testfix T5SM172 was provided from Substaining Engineering and solved the problem.