BSOD On Brand New Dell Laptop.

talag1ga · 28 Jan 2013

Good afternoon,
A user received a BSOD while shutting down their PC. It is a Dell Lattitude E6520. It is running Windows 7 Pro 64 Bit. 4 GB RAM, 2.5 Ghz i5 Processor. I am including the zipped "Grab All" folder which contains the dmp file from the BSOD event. Any help with this would be greatly appreciated. Glad to provide more info if needed.

This is a business laptop and no new hardware has been added to it recently. It connects via a docking station connected to a 22 in Dell monitor. The user closed out all of his programs and began shutting down the PC when the BSOD occured.

Thank you for your help.

Arc · 29 Jan 2013

Welcome aboard, talag1ga.

In the crash dump you supplied, there is a lot of Ntfs.sys and fltmgr.sys error. That means, somehow the storage devices are failing to function properly. Due to a various reason this problem may occur, but one of the most common cause is the ambitious storage protection/filtering mechanism of an antivirus program.

A deeper search finds it out.

Code:

fffff880`02d58a40  fffff880`042b1280Unable to load image \SystemRoot\System32\Drivers\SRTSP64.SYS, Win32 error 0n2
*** WARNING: Unable to verify timestamp for SRTSP64.SYS
*** ERROR: Module load completed but symbols could not be loaded for SRTSP64.SYS
 SRTSP64+0x40280
------------------------------------------------------------------------------------------------------
fffff880`02d58a48  fffff880`042b1260 SRTSP64+0x40260
------------------------------------------------------------------------------------------------------
fffff880`02d59160  fffff880`042b1280 SRTSP64+0x40280
fffff880`02d59168  fffff880`042b1260 SRTSP64+0x40260
------------------------------------------------------------------------------------------------------
fffff880`02d59488  fffff880`04272161 SRTSP64+0x1161

It is Symantec Real Time Storage Protection, which is repetitively failing, with a varying degree of failure. When the failure is large, it is causing a BSOD.

My suggestion for you is, uninstall Norton and all Symentec products using Norton Removal tool. Use Microsoft Security Essentials as your antivirus with windows inbuilt firewall, and free MBAM as the on demand scanner.
Download, install and update those, and then run full system scans with both of them, one by one.

Free up the startup.

Click on the Start button
Type “msconfig (without quotes), click the resulting link. It will open the System Configuration window.
Select the “Startup” tab.
Deselect all items other than the antivirus. MSC, after making the aforesaid change.
Apply > OK
Accept the restart.

Let us know the results.