Windows 7: BSODs on HP Pavillion

Hello All

Bought a new laptop online, windows 64bit pre installed (home premium) -

HP Pavillion dv6 3141ea, AMD Phenom II Quad-Core N930 Processor, 15.6" HD Screen, Windows 7 Home Premium Edition 64-bit, 6GB DDR3 RAM, 500GB HDD, DVD Rewriter, Dedicated ATI 5470 Graphics, Bluetooth, HDMI, Fingerprint Reader, XD499EA#ABU

- and I booted up, plugged in a memory stick and during the copy got a BSOD! Good start.

Got another the next day, the crash dumps appear different though. There were two red error events in the log at the exact same time as the two crashes, both just said "BugCheck" EventID=1001.

I've attached the requestedBSOD info and the two dumps separately.

Any pointers much appreciated.

Thanks.

This one caused a memoery exception. You Symantec and msn toolbar are to blaim.

I would remove symantec and replace with Microsoft security essentials.

Download and run the Norton Removal Tool to uninstall your Norton product | Norton Support

http://www.microsoft.com/security_essentials/


I would also run a system file check to verify and repair OS files

Run a system file check to verify and repair your system files.
To do this type cmd in search, then right click to run as administrator, then
SFC /SCANNOW

Read here for more information SFC /SCANNOW Command - System File Checker

Let us know the results from the report at the end.




[code]

Microsoft (R) Windows Debugger Version 6.11.0001.404 X86
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\K\Desktop\Windows_NT6_BSOD_jcgriff2\040211-19562-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Symbol search path is: SRV*C:\Symbols*http://msdl.microsoft.com/download/symbols;srv*e:\symbols
*http://msdl.microsoft.com/download/symbols
Executable search path is:
Windows 7 Kernel Version 7600 MP (4 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS Personal
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Machine Name:
Kernel base = 0xfffff800`02c0c000 PsLoadedModuleList = 0xfffff800`02e49e50
Debug session time: Sat Apr 2 13:10:25.904 2011 (GMT-4)
System Uptime: 0 days 1:16:05.636
Loading Kernel Symbols
...............................................................
................................................................
...............................................
Loading User Symbols
Loading unloaded module list
......
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 3B, {c0000005, fffff9600017e207, fffff8800b7fae70, 0}

Probably caused by : win32k.sys ( win32k!xxxCallHook2+10b )

Followup: MachineOwner
---------

2: kd> !analyze -v
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************

SYSTEM_SERVICE_EXCEPTION (3b)
An exception happened while executing a system service routine.
Arguments:
Arg1: 00000000c0000005, Exception code that caused the bugcheck
Arg2: fffff9600017e207, Address of the exception record for the exception that caused the bugcheck
Arg3: fffff8800b7fae70, Address of the context record for the exception that caused the bugcheck
Arg4: 0000000000000000, zero.

Debugging Details:
------------------


EXCEPTION_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%08lx referenced memory at 0x%08lx. The memory could not be %s.

FAULTING_IP:
win32k!xxxCallHook2+10b
fffff960`0017e207 8b8198010000 mov eax,dword ptr [rcx+198h]

CONTEXT: fffff8800b7fae70 -- (.cxr 0xfffff8800b7fae70)
rax=0000000000000003 rbx=fffff900c0815230 rcx=fefff900c294ec30
rdx=0000000000000000 rsi=0000000000000003 rdi=fffff900c28e89a0
rip=fffff9600017e207 rsp=fffff8800b7fb840 rbp=fffff8800b7fbca0
r8=fffff8800b7fb9e0 r9=0000000001100100 r10=fffff8800b7fbb68
r11=0000000000000003 r12=0000000000000001 r13=fffff8800b7fbb68
r14=0000000000000108 r15=0000000000000000
iopl=0 nv up ei pl zr na po nc
cs=0010 ss=0018 ds=002b es=002b fs=0053 gs=002b efl=00010246
win32k!xxxCallHook2+0x10b:
fffff960`0017e207 8b8198010000 mov eax,dword ptr [rcx+198h] ds:002b:fefff900`c294edc8=????????
Resetting default scope

CUSTOMER_CRASH_COUNT: 1

DEFAULT_BUCKET_ID: VISTA_DRIVER_FAULT

BUGCHECK_STR: 0x3B

PROCESS_NAME: mswinext.exe

CURRENT_IRQL: 0

LAST_CONTROL_TRANSFER: from 0000000000000000 to fffff9600017e207

STACK_TEXT:
fffff880`0b7fb840 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : win32k!xxxCallHook2+0x10b


FOLLOWUP_IP:
win32k!xxxCallHook2+10b
fffff960`0017e207 8b8198010000 mov eax,dword ptr [rcx+198h]

SYMBOL_STACK_INDEX: 0

SYMBOL_NAME: win32k!xxxCallHook2+10b

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: win32k

IMAGE_NAME: win32k.sys

DEBUG_FLR_IMAGE_TIMESTAMP: 4c1c483f

STACK_COMMAND: .cxr 0xfffff8800b7fae70 ; kb

FAILURE_BUCKET_ID: X64_0x3B_win32k!xxxCallHook2+10b

BUCKET_ID: X64_0x3B_win32k!xxxCallHook2+10b

Followup: MachineOwner
---------

Thanks for the tips. I removed Norton and installed the MSE - the system scan afterwards did not report any damaged files.

Symntec/Norton caused only one of the crashes? Was MSN toolbar the cause of the other? Should i remove anything else do you think?

thanks

frank