BSOD While Surfing Internet

blackorpheus16 · 10 Sep 2010

Today I received a number of BSODs that all occured while surfing the internet. I can't use Firefox at all because a BSOD appears within under a minute after opening the program (I don't know what triggers it), and Internet Explorer works for the most part, although I can trigger a BSOD by going into my online Dropbox account and trying to open a text file. Additionally my antivirus program, Avast, refuses to update (I get a "the package is broken" error), and I imagine the antivirus issue is connected to the internet browsing problem. Yesterday everything was working fine, and I don't believe I updated anything, although I put my computer to sleep at night and it's possible that something like Firefox updated when I woke the computer up. Any help would be greatly appreciated since I work from home and I need my computer and steady internet access to do my job!

Additional information:

-Windows 7 Professional x64
-OEM
-The computer (an HP Pavillion laptop) is roughly 1.5 years old.
-The OS installation is under a year. Previously I had Vista, but I promptly updated to Windows 7.

blackorpheus16 · 10 Sep 2010

I've been experimenting more with IE and I get a BSOD from far more than just the Dropbox website, but I can't duplicate the problem every time. The BSOD messages range from bad_pool_header to system_service_exception to page_fault_in_nonpaged_area. These physical memory dumps are getting very frustrating. Any suggestions?

usasma · 11 Sep 2010

First, go into Device Manager and expand the Network Adapters section.
Right click on all ISATAP adapters and select "Uninstall"
Right click on all Teredo adapters and select "Uninstall"
The devices will vanish. They will be reinstalled by Windows (if necessary), but most times they won't come back. This normally fixes connection issues - but is probably not associated with the BSOD's.

This device doesn't have it's drivers installed:

Code:

Not Available    ACPI\ENE0100\3&33FD14CA&0    The drivers for this device are not installed.

It's most likely that this is the ECE CIR device (Infrared Remote Control device) for your system. Visit the HP support website and download/install the appropriate device driver for it.

Please uninstall Daemon Tools as it has a driver that may cause BSOD's on your system. Feel free to install the latest available, Win7 compatible version when we're done troubleshooting.

Also, please update your JMicron JMB38X Memory Card Reader Driver to the latest Win7 version (from the HP support website) as the jmcr.sys driver for it is dated: Thu Jul 17 08:23:53 2008

If all of the above steps don't stop the BSOD's, please run Driver Verifier according to these directions:

Using Driver Verifier is an iffy proposition. Most times it'll crash and it'll tell you what the driver is. But sometimes it'll crash and won't tell you the driver. Other times it'll crash before you can log in to Windows. If you can't get to Safe Mode, then you'll have to resort to offline editing of the registry to disable Driver Verifier.

So, I'd suggest that you first backup your stuff and then make sure you've got access to another computer so you can contact us if problems arise. Then make a System Restore point (so you can restore the system using the Vista/Win7 Startup Repair feature).

Then, here's the procedure:
- Go to Start and type in "verifier" (without the quotes) and press Enter
- Select "Create custom settings (for code developers)" and click "Next"
- Select "Select individual settings from a full list" and click "Next"
- Select everything EXCEPT FOR "Low Resource Simulation" and click "Next"
NOTE: You can use Low Resource Simulation if you'd like. From my limited experimentation it makes the BSOD's come faster.
- Select "Select driver names from a list" and click "Next"
Then select all drivers NOT provided by Microsoft and click "Next"
- Select "Finish" on the next page.

Reboot the system and wait for it to crash to the Blue Screen. Continue to use your system normally, and if you know what causes the crash, do that repeatedly. The objective here is to get the system to crash because Driver Verifier is stressing the drivers out. If it doesn't crash for you, then let it run for at least 36 hours of continuous operation (an estimate on my part).

Reboot into Windows (after the crash) and turn off Driver Verifier by going back in and selecting "Delete existing settings" on the first page, then locate and zip up the memory dump file and upload it with your next post.

If you can't get into Windows because it crashes too soon, try it in Safe Mode.
If you can't get into Safe Mode, try using System Restore from your installation DVD to set the system back to the previous restore point that you created.

If that doesn't work, post back and we'll have to see about fixing the registry entry off-line:

Code:

Delete these registry keys (works in XP, Vista, Win7):
        HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management\VerifyDrivers
        HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management\VerifyDriverLevel

More info on this at this link: Using Driver Verifier to identify issues with Windows drivers for advanced users

BSOD BUGCHECK SUMMARY

Code:


Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Fri Sep 10 13:38:24.880 2010 (UTC - 4:00)
System Uptime: 0 days 0:08:28.862
BugCheck 50, {fffff900c1d43560, 1, fffff80002dbf93e, 0}
Probably caused by : win32k.sys ( win32k!RFONTOBJ::bRealizeFont+79 )
BUGCHECK_STR:  0x50
PROCESS_NAME:  wordpad.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Fri Sep 10 13:29:08.063 2010 (UTC - 4:00)
System Uptime: 0 days 0:34:35.045
BugCheck 19, {21, fffff900c1c7d000, 3b80, fffff900c1c80bc0}
Probably caused by : win32k.sys ( win32k!EngFreeMem+21 )
BUGCHECK_STR:  0x19_21
PROCESS_NAME:  csrss.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Fri Sep 10 12:53:42.758 2010 (UTC - 4:00)
System Uptime: 0 days 2:10:59.740
BugCheck 50, {fffff900c1d49560, 1, fffff80002db393e, 0}
Probably caused by : win32k.sys ( win32k!RFONTOBJ::bRealizeFont+79 )
BUGCHECK_STR:  0x50
PROCESS_NAME:  wordpad.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Fri Sep 10 10:28:38.654 2010 (UTC - 4:00)
System Uptime: 0 days 0:05:05.636
BugCheck 50, {fffff900c1d045b0, 1, fffff80002dfd93e, 0}
Probably caused by : win32k.sys ( win32k!EngAllocMem+47 )
BUGCHECK_STR:  0x50
PROCESS_NAME:  csrss.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Fri Sep 10 10:22:47.979 2010 (UTC - 4:00)
System Uptime: 0 days 0:27:23.961
BugCheck 50, {fffff900c1c944b0, 1, fffff80002dfc93e, 0}
Probably caused by : win32k.sys ( win32k!RFONTOBJ::bRealizeFont+79 )
BUGCHECK_STR:  0x50
PROCESS_NAME:  firefox.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``

blackorpheus16 · 11 Sep 2010

Thank you for the response. When I view my network adapters in Device Manager, there are no ISATAP or Teredo adapters (there's only my ethernet adapter and my wireless one).

I can't find the ECE CIR device driver on the HP Support site. However, if I look at Devices and Printers in the Control Panel, there is a yield sign next to my laptop icon that signifies an unresolved issue. If I right-click and tell it to Troubleshoot, I am sent to the Intel Corporation website to download the ECE CIR device driver. Upon trying to install the driver, I get a message saying that the driver, ieuinit.inf, is "Not needed (No device for update present)." The yield sign is still next to that laptop icon to signify an unresolved conflict, so I have no idea what's going on there, although I do know I've had that issue for a long time.

Daemon Tools is uninstalled, and I'll update the memory card reader driver soon.

I actually tried Driver Verifier last night, although not with the settings you suggest (I didn't do a custom; instead I selected "Create standard settings" and "Automatically select all drivers installed on this system"). The result was an immediate BSOD and I couldn't get back into my system unless I did a system restore. I did the restore and my computer was running smoothly (even Firefox), although my antivirus program, Avast, was deactivated. After I re-activated the program and it updated itself, I started getting BSODs once again. This leads me to believe that something about Avast is triggering the BSODs, but I asked a quick question on Avast support and no one else seems to be having an issue. I should also mention that deactivating Avast now does not stop the BSODs. I haven't tried uninstalling it.

So, I will try your method of running Verifier. In the meantime, please let me know if my new info makes you think of anything I could try. Thanks for the help!

blackorpheus16 · 11 Sep 2010

usasma,

I had the same problem with Driver Verifier when I used your settings (although this time system repair was enough to get me back into Windows and I didn't do a system restore). However, now I do have a memory.dmp file. This file was not created before because (I think) I did not have enough free space on my computer, but I just freed up 25gb. Do you need to review memory.dmp? The file is 85mb zipped, so I don't think I can upload it.

usasma · 12 Sep 2010

There are also similar issues (to the ISATAP/Teredo) with the 6to4 adapters, please uninstall any of those that you may have.

Please check in the system BIOS to see if you can disable the ENE CIR device there. Also uninstall any software that might have been installed for it. If that's not possible, please do the following:
- right click on the ENE CIR device and select "Properties", then select the "Driver" tab, then select the "Driver details" button. Copy down the names of the drivers and post back here.
- then right click on the ENE CIR device and select "Disable" (this disables the device, but doesn't necessarily stop the drivers from loading).

I'd suggest trying this to rule out the issues with Avast:

Anti-Virus Removal:
Please do the following:
- download a free antivirus for testing purposes: Free AntiVirus
- uninstall the Avast from your system (you can reinstall it, if so desired, when we're done troubleshooting)
- remove any remnants of Avast using this free tool: http://www.avast.com/eng/avast-uninstall-utility.html
- IMMEDIATELY install and update the free antivirus
- check to see if this fixes the BSOD's

Here's my canned instructions on memory.dmp files:

.....If you don't have anything in that folder (C:\Windows\Minidump), please check in C:\Windows for a file named MEMORY.DMP. If you find it, zip it up and upload it to a free file hosting service . I recommend Windows Live SkyDrive - http://skydrive.live.com or another free, file-hosting service. Then post the link to it in your topic so that we can download it.

Then, follow the directions here to set your system for Minidumps (much smaller than the MEMORY.DMP file): Set MiniDump

blackorpheus16 · 12 Sep 2010

I don't see any 6to4 adapters in the device manager. I also can't find the ENE CIR device. I don't really know what it is, but nothing with a similar name is showing up in device manager.

I uninstalled Avast and I still get the BSODs.

I uploaded the minidump files in the original post, I was just wondering if memory.dmp needed to be generated in order for you to see additional problems. Here is a link to memory.dmp:

http://dl.dropbox.com/u/7128870/blackorpheus16.zip

It also seems that I can trigger a memory dump by trying to open any file in my Dropbox public folder (whether I do it locally on my computer or through the Dropbox website).

usasma · 12 Sep 2010

What we're doing is trying to get the Driver Verifier to point out the name of the driver that's causing the problem. Unfortunately, this is not a Driver Verifier Enabled Memory Dump.

The last line of my previous post will get your system to generate minidumps - that's what we need for now as they have enough information for us, and they're small enough to easily upload.

Once that's set use the directions for Driver Verifier, and reboot the system.
Then, since you're able to trigger a BSOD, do so.
That should result in a Driver Verifier Enabled Memory Dump - and that should contain the name of the offending driver.
Upload the dump file and we'll see what we find.

Good luck!

BSOD BUGCHECK SUMMARY

Code:


Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Sat Sep 11 21:25:30.539 2010 (UTC - 4:00)
System Uptime: 0 days 0:19:48.521
BugCheck 50, {fffff900c1d0f670, 1, fffff80002e0993e, 0}
Probably caused by : win32k.sys ( win32k!AllocThreadBufferWithTag+24 )
BUGCHECK_STR:  0x50
PROCESS_NAME:  firefox.exe

blackorpheus16 · 12 Sep 2010

I followed your minidump settings instructions and just ran Driver Verifier again. My system crashed (ran into a BSOD) before I could even log into my windows account. Here is the message I got:

STOP: 0x0000007E (0xFFFFFFFFC0000005, 0xFFFFF80002EF31EE, 0xFFFFF880009A9128, 0xFFFFF880009A8990)

I don't think a new minidump was created and saved for this event, since I had to rollback my system in order to log into my account, but I am uploading the minidumps that are currently on my computer.

usasma · 12 Sep 2010

Nope, no minidump for this one. Not a problem tho, it's just a pain to figure out which driver it is.

To do this, only check off 5 or 10 non-Microsoft drivers and run Driver Verifier.
If it crashes like this one, then one of those is at fault.
If it doesn't crash like this one, then it's not one of those.

After a couple of runs you should be able to tell which one it is. Make sure that you put a check mark by only that one and then run Driver Verifier - in order to verify that it is the one causing the crashes.