Windows 7: Dell Laptop BSOD

vetteface · 03 Apr 2011

Windows 7 x64, original installed OS, full retail version, came pre-installed purchased from Dell. The hardware is 16 months old, as is the OS. This past week, whenever I have inserted anything other than my iTouch USB cord or my optical mouse USB, I have received the attached BSOD. It also occurred when I inserted memory cards from my camera into the SD Card reader. Please help!!

mgorman87 · 04 Apr 2011

Three out of four of your most recent dumps (2011) were caused by a driver (NtiEnc.sys). A quick google of this driver says it belongs to a program called NTI Ninja. There were also lots of posts on how this driver, which doesn't get deleted when uninstalling the software, causes problems with USB devices. Do you have this program installed? If you do, uninstall it. Then I would like for you to delete this driver. Please go to C:\Windows\System32\Drivers and find ntienc.sys and delete it. Shut down your computer, plug in your USB devices, and boot up. Did this fix the issue?

Let me know the results. If the BSOD continues, I will start having you do other tests

Summary of dumps

Code:

Built by: 7600.16385.amd64fre.win7_rtm.090713-1255
Debug session time: Sat Feb  6 07:57:23.120 2010 (UTC - 4:00)
System Uptime: 1 days 17:16:32.775
Probably caused by : ntkrnlmp.exe ( nt! ?? ::FNODOBFM::`string'+460da )
DEFAULT_BUCKET_ID: VISTA_DRIVER_FAULT
BUGCHECK_STR: 0x1E_c0000005
PROCESS_NAME: PowerDVD.exe
FAILURE_BUCKET_ID: X64_0x1E_c0000005_nt!_??_::FNODOBFM::_string_+460da
BaseBoardManufacturer = Dell Inc.
BaseBoardProduct = 0G848F
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16385.amd64fre.win7_rtm.090713-1255
Debug session time: Mon Mar 28 22:24:36.682 2011 (UTC - 4:00)
System Uptime: 0 days 0:10:30.461
Unable to load image \SystemRoot\System32\Drivers\NtiEnc.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for NtiEnc.sys
*** ERROR: Module load completed but symbols could not be loaded for NtiEnc.sys
Probably caused by : NtiEnc.sys ( NtiEnc+1a5de )
DEFAULT_BUCKET_ID: GS_FALSE_POSITIVE_MISSING_GSFRAME
BUGCHECK_STR: 0xF7
PROCESS_NAME: System
FAILURE_BUCKET_ID: X64_0xF7_MISSING_GSFRAME_NtiEnc+1a5de
BaseBoardManufacturer = Dell Inc.
BaseBoardProduct = 0G848F
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16385.amd64fre.win7_rtm.090713-1255
Debug session time: Sun Apr  3 23:41:48.458 2011 (UTC - 4:00)
System Uptime: 0 days 0:04:46.238
Unable to load image \SystemRoot\System32\Drivers\NtiEnc.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for NtiEnc.sys
*** ERROR: Module load completed but symbols could not be loaded for NtiEnc.sys
Probably caused by : NtiEnc.sys ( NtiEnc+1a5de )
DEFAULT_BUCKET_ID: GS_FALSE_POSITIVE_MISSING_GSFRAME
BUGCHECK_STR: 0xF7
PROCESS_NAME: System
FAILURE_BUCKET_ID: X64_0xF7_MISSING_GSFRAME_NtiEnc+1a5de
BaseBoardManufacturer = Dell Inc.
BaseBoardProduct = 0G848F
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16385.amd64fre.win7_rtm.090713-1255
Debug session time: Sun Apr  3 23:36:33.458 2011 (UTC - 4:00)
System Uptime: 0 days 7:22:28.238
Unable to load image \SystemRoot\System32\Drivers\NtiEnc.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for NtiEnc.sys
*** ERROR: Module load completed but symbols could not be loaded for NtiEnc.sys
Probably caused by : NtiEnc.sys ( NtiEnc+1a5de )
DEFAULT_BUCKET_ID: GS_FALSE_POSITIVE_MISSING_GSFRAME
BUGCHECK_STR: 0xF7
PROCESS_NAME: System
FAILURE_BUCKET_ID: X64_0xF7_MISSING_GSFRAME_NtiEnc+1a5de
BaseBoardManufacturer = Dell Inc.
BaseBoardProduct = 0G848F

vetteface · 04 Apr 2011

I uninstalled the program and deleted the driver as you said, and now none of USB ports work, including my optical mouse, which I desperately need for work and school. Please help!!!

mgorman87 · 04 Apr 2011

No worries, we can take care of this.

I would like you to do a system restore. Pop in your Dell repair dvd and attempt to do a system restore. This should get your usb devices working again. Once they're up and running we'll take a different approach in solving your problem

vetteface · 04 Apr 2011

Ok, the USB ports are working again, for my mouse & iTouch, but the printer cable and the SD card reader still cause the wonderful BSOD. And as an FYI, I am not that computer-literate, I can do the basics, but I need detailed instructions on how to do/find stuff. I did know how to do a system restore, but anything more detailed & I might need help. Thank you so much for everything you've done so far!

mgorman87 · 04 Apr 2011

Glad that fixed it. This time instead of uninstalling the software, I would like you to go to c:\windows\system32\drivers and find ntienc.sys and change it to ntienc.bak. This way if it breaks the usb devices again we can change it back to .sys and it will correct the problem.

You can also contact NTI and explain that their program is causing issues with your USB devices and uninstalling makes it worse. See if they can help you install it.
NTI - Support - Customer Service - CD DVD Maker, Blu-ray Burning Software, Backup Shadow Software - Official Site

Let me know if changing the driver to .bak works. If it doesn't we will try something else.

You were still able to use your laptop after you uninstalled the software the first time right? You just didn't have a usb mouse. You had the track pad still right?

vetteface · 04 Apr 2011

I changed the ntienc.sys to .bak and my mouse worked fine. Then I attempted to use my printer, got the BSOD again, and when my computer booted back up, again the mouse didn't work. So I changed it back to the .sys and now the mouse is working fine. But, I'm still getting the BSOD's...

I have emailed support at NTI and explained the problem to them, but have not heard back yet.

I was able to use the laptop after I uninstalled the software, I just couldn't use the usb mouse or any of the usb ports (I have 3). The track pad worked fine.

mgorman87 · 04 Apr 2011

Hmm. Strange.

Ok. I have one more thing for you to try.

Uninstall the software again and reboot your computer. You will now have to use your trackpad. Confirm again that the USB devices don't work.

When you've booted back up go into device manager (type device manager in the start search bar and hit enter) and look for any devices with a yellow /!\. Let me know if there are any there.

You can now try to install SP1 on your computer - How to install SP1
We will see if this will get the USB devices working again.

If this doesn't fix the problem then you might have to do another system restore to get your USB working again.

vetteface · 04 Apr 2011

I already had uninstalled the NTI Ninja program, so do you want me to remove the ntienc.sys driver?

mgorman87 · 04 Apr 2011

Quote: Originally Posted by vetteface

I already had uninstalled the NTI Ninja program, so do you want me to remove the ntienc.sys driver?

So your mouse works with the program uninstalled? It's just when you remove the driver that it breaks it?

You can change it to .bak for now. Once you do that, restart and continue with what I posted before

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