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Windows 7: BSOD on Shutdown & Restart Error

12 May 2013   #1

Windows 7 Ultimate x64
BSOD on Shutdown & Restart Error

I'm trying to troubleshoot a Sony Viao L231FX All in One for a customer and so far I have removed some spyware and viruses from it but now when it is shutdown or restart I get a BSOD.

So far I have been unable to read the .dmp files so maybe somebody here will have better luck on helping me figure out the issue.

Thank You

My System SpecsSystem Spec

12 May 2013   #2

Windows 7

I can't find MSINFO file there...
in SF tools, can you click "GRAB ALL"? so we can collect better data
My System SpecsSystem Spec
12 May 2013   #3

Windows 7 Ultimate x64

Yeah sorry i forgot that the first time around. I uploaded a new file with everything so try to download again please.
My System SpecsSystem Spec

12 May 2013   #4

Windows 7

Usual causes: Device driver, hardware, System service, compatibility, Remote control programs, memory, BIOS

- BSOD caught this app: TabTip32.exe
0: kd> !process
GetPointerFromAddress: unable to read from fffff80003516000
PROCESS fffffa800930eb30
    SessionId: none  Cid: 09e8    Peb: 7efdf000  ParentCid: 081c
    DirBase: c0691000  ObjectTable: 00000000  HandleCount:   0.
    Image: TabTip32.exe
    VadRoot 0000000000000000 Vads 0 Clone 0 Private 1. Modified 5. Locked 0.
    DeviceMap fffff8a0019f3670
    Token                             fffff8a002552390
    ReadMemory error: Cannot get nt!KeMaximumIncrement value.
in elevated command prompt, run these two commands:
chkdsk /f /r
SFC /scannow

- I see you have McAfee installed
Start Menu\Programs\McAfee	Public:Start Menu\Programs\McAfee	Public
it is highly recommended that you uninstall it. McAfee is widely known as cause of many BSOD.
You can use one of the tools here:
ESET - Antivirus removal tools
or you can use Revo Uninstaller in Advanced Mode
Download Revo Uninstaller Freeware - Free and Full Download - Uninstall software, remove programs, solve uninstall problems
Instead, use Microsoft Security Essential. We recommended it as it is lightweight and stable, in BSOD perspective
Microsoft Security Essentials | Protect against viruses, spyware, and other malware

- As a safeguard, try to do a memtest86+ session to check RAM. Make at least 8 passes
RAM - Test with Memtest86+

Let us know the result

*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *

Use !analyze -v to get detailed debugging information.

BugCheck 1E, {ffffffffc0000005, fffffa800697bbb0, 0, 7efa8000}

Probably caused by : ntkrnlmp.exe ( nt! ?? ::FNODOBFM::`string'+487ed )

Followup: MachineOwner

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

This is a very common bugcheck.  Usually the exception address pinpoints
the driver/function that caused the problem.  Always note this address
as well as the link date of the driver/image that contains this address.
Arg1: ffffffffc0000005, The exception code that was not handled
Arg2: fffffa800697bbb0, The address that the exception occurred at
Arg3: 0000000000000000, Parameter 0 of the exception
Arg4: 000000007efa8000, Parameter 1 of the exception
My System SpecsSystem Spec
12 May 2013   #5

Windows 7 Ultimate x64

I was going to suggest to the customer than they remove McAfee because I have never liked it, nor have I ever trusted it.

I use Microsoft Security Essentials myself. I'll run those other scans and see what I come up with and suggest to the customer that we remove McAfee.
My System SpecsSystem Spec
12 May 2013   #6

Windows 7

Good luck on the fix...and suggesting the customer
If you encounter any problem feel free to post again here
My System SpecsSystem Spec
13 May 2013   #7

Windows 7 Ultimate x64

The computer still has mouse lag when the hard drive is busy and when I shut it down it always installs the same 1 update it has been installing the previous 10 restarts. Any idea why it would be doing this?
My System SpecsSystem Spec
07 Jun 2013   #8

Windows 7 Ultimate x64

I found several trojans on this computer after the customer brought it back. I also have removed a rootkit I found as well.

Problem is now the trojans & viruses were so embedded into the OS that it actually broke it so now it blue screens at startup even in safe mode.

Attempting repairs now with the disk so hopefully that works otherwise I'm just going to have to reformat everything.
My System SpecsSystem Spec

 BSOD on Shutdown & Restart Error

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