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Windows 7: Crash Help Request


14 May 2011   #1

Windows 7 Ultimate x64
 
 
Crash Help Request

While playing Dragon Age 2, my system crashes to a black screen with a continuous buzzing sound, requiring shut down. On restart, the system repeats 8 tones but does not boot up unless I unplug the system, then reconnect and restart.

Windows 7 Specs:
- Windows 7 Ultimate x64
- original installed OS on the system
- OEM
- What is the age of system (hardware)? less than 1 year
- What is the age of OS installation? less than one year, original installation

I have noticed that the installation of the Alienware Aurora Command Center is corrupt. The following errors are noted upon attempted reinstallation:

Problem signature:
Problem Event Name: APPCRASH
Application Name: UninstallServiceAndCOMforAlienFusion.exe
Application Version: 1.0.0.0
Application Timestamp: 4c602be1
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7601.17514
Fault Module Timestamp: 4ce7c78c
Exception Code: e06d7363
Exception Offset: 000000000000a49d
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 1033
Additional Information 1: b242
Additional Information 2: b2422b506491a404f7f1c87649fb0009
Additional Information 3: e6d6
Additional Information 4: e6d66bc8947fb2bd14c977f128c630f9

Problem signature:
Problem Event Name: APPCRASH
Application Name: AlienwareAlienFXTester.exe
Application Version: 2.6.11.0
Application Timestamp: 4d5d5573
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7601.17514
Fault Module Timestamp: 4ce7c78c
Exception Code: e06d7363
Exception Offset: 000000000000a49d
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 1033
Additional Information 1: b242
Additional Information 2: b2422b506491a404f7f1c87649fb0009
Additional Information 3: e6d6
Additional Information 4: e6d66bc8947fb2bd14c977f128c630f9

Problem signature:
Problem Event Name: APPCRASH
Application Name: AlienwareAlienFXTester.exe
Application Version: 2.6.11.0
Application Timestamp: 4d5d5573
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7601.17514
Fault Module Timestamp: 4ce7c78c
Exception Code: e06d7363
Exception Offset: 000000000000a49d
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 1033
Additional Information 1: b242
Additional Information 2: b2422b506491a404f7f1c87649fb0009
Additional Information 3: e6d6
Additional Information 4: e6d66bc8947fb2bd14c977f128c630f9

Problem signature:
Problem Event Name: APPCRASH
Application Name: FanCurveToolsApp.exe
Application Version: 2.6.11.0
Application Timestamp: 4d5d555b
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7601.17514
Fault Module Timestamp: 4ce7c78c
Exception Code: e06d7363
Exception Offset: 000000000000a49d
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 1033
Additional Information 1: b242
Additional Information 2: b2422b506491a404f7f1c87649fb0009
Additional Information 3: e6d6
Additional Information 4: e6d66bc8947fb2bd14c977f128c630f9

Problem signature:
Problem Event Name: APPCRASH
Application Name: InstallServiceAndCOMforAlienFusion.exe
Application Version: 1.0.0.0
Application Timestamp: 4c602be1
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7601.17514
Fault Module Timestamp: 4ce7c78c
Exception Code: e06d7363
Exception Offset: 000000000000a49d
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 1033
Additional Information 1: b242
Additional Information 2: b2422b506491a404f7f1c87649fb0009
Additional Information 3: e6d6
Additional Information 4: e6d66bc8947fb2bd14c977f128c630f9


I would appreciate any help you could offer.
My BSOD files are attached.

Respectfully,
Arshad Ahsanuddin


My System SpecsSystem Spec
.

14 May 2011   #2

Windows 7 Ultimate 32bit
 
 

Those attached files have a mountain of information. In amongst them is one BSOD dump file from June of last year so that is of little use in diagnosing the present problem. One part of the files does however indicate that you have no Anti Virus installed, if this is the case then it is very likely that you PC is infected with Malware which may explain the crashes. Download and install this free software, allow it to update and then do a full system scan with it, a report will be produced at the end of the scan, copy and paste it into your next post.

http://www.malwarebytes.org/products/malwarebytes_free

Also run this Spyware remover.

The home of Spybot-S&D!

A BSOD would cause a blue screen to appear on your PC with the error codes on it and some text then the screen would remain until you manually shut down or it would immediately reboot. This is not what is happening, your system is simply freezing. I tried to check the beep code but the manual I managed to find has no beep code beyond seven beeps. Please state the model of the PC.

Run the above software and then depending on the results we can move on to more diagnostics.

I would also sign up to the Alienware web site so that you can download and reinstall the latest version of the Command Center. Don't install it untill the problem with the crashes has been resolved.
My System SpecsSystem Spec
14 May 2011   #3

Windows 7 Ultimate x64
 
 

I've actually had Norton 360 installed and running on my computer for the last year, so I don't know why it says there's no anti-virus software running.

I thought it was eight beeps, but it could have been seven. They were very close together and I might have miscounted.

The product sheet from Dell says the model is Alienware Aurora/Aurora ALX.

I have the latest Command Center version downloaded, but it has resisted my prior attempts to install it, resulting in a partially installed, non-functional program. Then it resists my attempts to uninstall, giving me a series of error messages, so I'm sure there are probably corrupted files remaining on my system somewhere.

Arshad
My System SpecsSystem Spec
.


14 May 2011   #4

Windows 7 Ultimate x64
 
 

Malware scan completed:

Malwarebytes' Anti-Malware 1.50.1.1100
Malwarebytes : Free anti-malware, anti-virus and spyware removal download

Database version: 6579

Windows 6.1.7601 Service Pack 1
Internet Explorer 9.0.8112.16421

5/14/2011 3:03:25 PM
mbam-log-2011-05-14 (15-03-25).txt

Scan type: Full scan (C:\|)
Objects scanned: 523216
Time elapsed: 1 hour(s), 31 minute(s), 28 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 0
Registry Values Infected: 0
Registry Data Items Infected: 0
Folders Infected: 0
Files Infected: 0

Memory Processes Infected:
(No malicious items detected)

Memory Modules Infected:
(No malicious items detected)

Registry Keys Infected:
(No malicious items detected)

Registry Values Infected:
(No malicious items detected)

Registry Data Items Infected:
(No malicious items detected)

Folders Infected:
(No malicious items detected)

Files Infected:
(No malicious items detected)
My System SpecsSystem Spec
14 May 2011   #5

Windows 7 Ultimate x64
 
 

Spybot SD scan completed:

No problems.
My System SpecsSystem Spec
14 May 2011   #6

Windows 7 Ultimate 32bit
 
 

Glad to see the scans are clean, that is one item off the list.

I have attached screen shots of the Missing Anti Virus, guess that is an old file in your system, I don't recognise the interface. There is also a report there that states a service has failed but does not say what it is.
The other one is the beep codes for your PC, if it was seven beeps and its correct you have a faulty processor. Thankfully beep codes can be wrong.

Next thing I would try is to run the PC on just one memory stick, you will have to get inside the case with the power off and remove all but one of the sticks. Then run the PC using games (if they will run with reduced memory) or play videos. If no error occurs swap the sticks and repeat the process with each one. You may find that it freezes with just one of the sticks. When you first find a stick that seems to run without a problem also try it in different slots. This is a time consuming process but it is the most accurate way to test the memory.
My System SpecsSystem Spec
14 May 2011   #7

Windows 7 Ultimate 32bit
 
 

Looking at this entry on the Aurora forum I suspect that if your installation of the Command Center is corrupted you are going to need a replacement board. I must admit this system device is not something I have come across before so I am a little out of my depth, may be you should contact support for some help.
Quote:

If you are running a later version of Command Center, you cannot revert to the older version contained in the Resource DVD that was shipped with your system. Customers who reinstall Windows or uninstall Command Center, and then reinstall must be careful to not use the Resource DVD to reinstall Command Center as the firmware on your system board (laptops) or the firmware on your MIO board (desktops) may become corrupted necessitating a system board or MIO board exchange.
My System SpecsSystem Spec
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