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Windows 7: BSOD when trying to attach files to a new Outlook 2010 email

06 Mar 2014   #1

NSW
 
 
BSOD when trying to attach files to a new Outlook 2010 email

Hi,
I have looked at a few similar posts on this, but the suggested actions have not fixed my issue. Hoping for some help here, please.

I have a client machine; Aspire X3900 running MS Windows 7 Pro 64 bit. We get a blue screen of death BSOD In MS Outlook 2010 when trying to add an attachment to an outgoing email, literally:
- open new email
- attach
- try and open a folder or attach a doc

Client reckons they have not installed any updates, new gear or made changes. I wonder if some Windows Updates may have been applied though.

MAIN PROB IS TRYING TO STOP BSOD WHEN TRYING TO ATTACH A FILE TO A NEW EMAIL

Error is:
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 3081

Additional information about the problem:
BCCode: 1e
BCP1: FFFFFFFFC0000005
BCP2: FFFFF8800808FC70
BCP3: 0000000000000000
BCP4: 0000000000000000
OS Version: 6_1_7601
Service Pack: 1_0
Product: 256_1

I've tried uninstall MyWinlocker but prob remains

Confusing in this is Windows tries to apply two critical updates. When these install the system gets BSOD on startup.
Safe start works OK
I can then do a restore and get back to where I was in trying to fix initial error, though on next start Windows Update again tries to install the critical updates and we go round in a circle. The updates are mandatory applied when trying to do a shutdown.
The updates causing this issue are KB2898869 and KB2901126

I've run Acer Updater and it finds no updates to apply for this model.
Even so, from Acer site I've applied latest Intel LAN drivers and also he nVidia VGA and audio drivers.

I've run Registry Repair and also Norton Utilities 16 for registry repair. No Change to symptoms.

I have a couple of the system dump files, in attached zip file.

So, I reckon it is a driver, yet no idea which one or the fastest easiest way to find and remove it.

Quite happy for all serious help. Thanks



Attached Files
File Type: zip BSOD.zip (117.7 KB, 1 views)
My System SpecsSystem Spec
.

06 Mar 2014   #2

Microsoft Community Contributor Award Recipient

Windows 7 Pro 64 SP1
 
 

Hi there,

Your dumps are pointing to Kaspersky,

Code:
nable to load image \SystemRoot\system32\DRIVERS\kl1.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for kl1.sys
*** ERROR: Module load completed but symbols could not be loaded for kl1.sys
Driver Reference Table - kl1.sys

For the time being, try uninstalling that and install Microsoft Security Essentials which we know does not cause BSOD's.

For this,

Quote:
The updates are mandatory applied when trying to do a shutdown.
You can disable that following this tutorial,

Shut Down Windows - Enable or Disable "Install Updates and Shut Down"

The mention of registry repair is a red flag, those programs are usually more harm than good.

You also mention Norton, I hope there isn't more than one active Anti-Virus on there as well.

We prefer you follow these instructions when uploading the dumps and other info,

Blue Screen of Death (BSOD) Posting Instructions
My System SpecsSystem Spec
06 Mar 2014   #3

NSW
 
 

Hi DerekIMO,
Many thanks for your reply!

Correct, there is no Norton AV installed. I did run the Remove Tool just in case before my earlier post.

Another site suggested that Kaspersky might have probs with the Security log. In this machine Security log was set to 20MB and to overwrite.
I tried "save & clear" which saved OK, then immediately gave me a BSOD

So I uninstalled Kaspersky using their Remove utility, rebooted, checked Kaspersky was not running, went into Outlook, created a new email and tried attaching a file. When I clicked on a folder I still got BSOD

New dump files attached
http://1drv.ms/1fKcplM

Also added to this post a Seven Forums GRAB ALL zip file SF_07-03-2014.zip

Still must be a driver clashing?

Regards,
Les


Attached Files
File Type: zip SF_07-03-2014.zip (266.5 KB, 1 views)
My System SpecsSystem Spec
.


06 Mar 2014   #4

Microsoft Community Contributor Award Recipient

Windows 7 Pro 64 SP1
 
 

You're welcome Les,

Your two latest dumps are pointing to this driver,

Intel Rapid Storage Technology

Code:
Unable to load image \SystemRoot\System32\Drivers\dump_iaStor.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for dump_iaStor.sys
*** ERROR: Module load completed but symbols could not be loaded for dump_iaStor.sys
Driver Reference Table - iaStor.sys

Code:
start             end                 module name
fffff880`0184b000 fffff880`01967000   iaStor     (deferred)             
    Image path: \SystemRoot\system32\DRIVERS\iaStor.sys
    Image name: iaStor.sys
    Timestamp:        Tue Oct 13 11:15:56 2009 (4AD4C3DC)
    CheckSum:         0006C526
    ImageSize:        0011C000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
You can see that one is from 2009, you can try updating it from here,

https://downloadcenter.intel.com/Sea...ntel+RST%29%22

Since there were only dump files in your last upload, I can't give a more specific version.

Can you try this method so it will also grab all the logs,

Additional information is required.

1. Download this .BAT file to your desktop
download
2. Right-click the .BAT file and 'Run as Administrator'
3. Locate the .ZIP file created on your desktop, and upload it here in your next reply.



Also filling in your specs would help too,

Having a complete list of your system hardware specifications makes it far easier to troubleshoot issues. Use this to help gather that information:

System Info - See Your System Specs
My System SpecsSystem Spec
06 Mar 2014   #5

NSW
 
 

Hi,
Thanks again Derekimo. I downloaded and installed the Intel Rapid Storage Tech drivers "STOR_Win7_8_8.1_12.9.0.1001.exe" for Win 7 64 bit.

Still get the exact same BSOD.

I downloaded, saved to the desktop, and ran (in Admin mode) the SF_Debug_Tool v1.3.3.bat, but get two occurrences of:
"Can't find script engine "VBScript" for script "C:|USers\Andrew\AppData\Local\Temp\TEMPmessage.VBS".

There is no output file saved to desktop.

So I've run the Grab All again and here is the zip file.

Here is a belarc file with the system specs


Attached Files
File Type: zip SF_07-03-2014.zip (2.36 MB, 1 views)
File Type: zip SF_07-03-2014 (2).zip (2.62 MB, 1 views)
My System SpecsSystem Spec
06 Mar 2014   #6

Microsoft Community Contributor Award Recipient

Windows 7 Pro 64 SP1
 
 

Hi Les,

I'll give those a look right now, can I get you to edit your post above to remove the Belarc file.

Just for your own safety, because it has your product keys in it.

I can get the other info I need from your Msinfo file.
My System SpecsSystem Spec
06 Mar 2014   #7

Microsoft Community Contributor Award Recipient

Windows 7 Pro 64 SP1
 
 

Your latest one is also blaming the Intel driver,

Code:
Unable to load image \SystemRoot\System32\Drivers\dump_iaStorA.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for dump_iaStorA.sys
*** ERROR: Module load completed but symbols could not be loaded for dump_iaStorA.sys
I do see it's updated though,

Code:
start             end                 module name
fffff880`01a56000 fffff880`01d0c000   iaStorA    (deferred)             
    Image path: \SystemRoot\system32\DRIVERS\iaStorA.sys
    Image name: iaStorA.sys
    Timestamp:        Mon Oct 28 14:15:26 2013 (526ED3EE)
    CheckSum:         0009FA1B
    ImageSize:        002B6000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
Let's try this instead,

Remove Intel Rapid Storage Technology applications.

1. Uninstall it from Control Panel > Programs and Features.
2. Uninstall the driver from device manager:
- Right click on "my computer" icon and click "manage" on the context menu.
- In the "Computer Management" window that opens:
- Select "Device Manager" in the left pane, It will list all the existing devices.
- Expand "IDE ATA/ATAPI controllers" by clicking on the triangle in front of it.
- Select one Intel device item under it, right click, then uninstall.
- Repeat the process for all Intel items under "IDE ATA/ATAPI controllers"
3. Now restart the computer.
4. Once booted, Windows will auto configure the appropriate native system driver.
My System SpecsSystem Spec
06 Mar 2014   #8

NSW
 
 

No go. Same again. I found and uninstalled one driver in Device Manager under "IDE ATA/ATAPI controllers".
Rebooted, it installed a new driver automatically, prompted for a reboot.

Then again tried Outlook, new Email, Insert file, Attach, click on a folder and boom, BSOD.

Ran bat file and have attached the result


Attached Files
File Type: zip debug-ANDREW-PC-Fri_07_03_2014_115917_67.zip (1.82 MB, 1 views)
My System SpecsSystem Spec
06 Mar 2014   #9

Microsoft Community Contributor Award Recipient

Windows 7 Pro 64 SP1
 
 

We are still getting the same driver again.

You said,

Quote:
I found and uninstalled one driver in Device Manager under "IDE ATA/ATAPI controllers".
From the instructions above,

Quote:
- Select one Intel device item under it, right click, then uninstall.
- Repeat the process for all Intel items under "IDE ATA/ATAPI controllers"
3. Now restart the computer.
Can you try that again.
My System SpecsSystem Spec
06 Mar 2014   #10

NSW
 
 

no matter what I do it keeps installing an intel driver. current one is Intel(R) PCH SATA AHCI Controller, dated 13.10.2009 Ver 8.9.4.1004. I've have tried "uninstall and delete driver from system" too.
My System SpecsSystem Spec
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 BSOD when trying to attach files to a new Outlook 2010 email




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