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Windows 7: BSOD that I never see happen

30 Mar 2014   #1
jegreen56

Windows 7 Professional x64 Service Pack 1
 
 
BSOD that I never see happen

All I know is that something happens while the computer/laptop is in sleep mode. The error message complains that windows was shut down improperly. Then I get to see the dump file, the error log files, etc. From what little I know about BSOD Screen failures is that if I see it happen, I can usually Google the problem description to get some help. But since I have not seen the BSOD event happen, all I have are the files I am alerted to see from the copies of files generated.
The following steps have already been done:
Stop (blue screen) error caused by a device or driver

You received this message because a hardware device, its driver, or related software has caused a stop error, also called a blue screen error. This type of error means the computer has shut down abruptly to protect itself from potential data corruption or loss. In this case, we were unable to detect the specific device or driver that caused the problem.
The following troubleshooting steps might prevent the stop error from recurring. Try them in the order given. If one step does not solve the problem, then move on to the next one.
Steps to solve this problem

Download and install the latest updates and device drivers for your computer

  1. Use Windows Update to check for and install updates: All updates are current.
    1. Tap or click to open Windows Update in Control Panel
    2. Tap or click the Check for Updates link in the left pane. If you see a message telling you that updates are available, tap or click the message to view and select the updates to install.
      What if I don't see any available updates?

      • If you see You receive updates: Managed by your system administrator, you can try tapping or clicking the link to Check online for updates from Microsoft Update or Check online for updates from Windows Update, but you might need to contact your system administrator to obtain the desired updates.
      • If you don't see the message above and no updates are available in Windows Update after you click the Check for Updates link in the left pane, then the available updates have already been installed.
    3. Select all Important and Recommended updates.
    4. Select the Optional updates you want, and then tap or click Install.
  2. If you recently added a new hardware device to your computer, go online to the manufacturer's website to see if a driver update is available. No New Hardware has been added recently.
    How do I find my computer manufacturer?
    Tap or click the Start button , type msinfo32 in the search box, and then press Enter. Your computer manufacturer is listed as the System Manufacturer in the right pane of the System Information window.
    Tap or click to go online to see contact info for most computer manufacturers
  3. If you recently added a new program to your computer, go online to the manufacturer's website to see if an update is available.
Scan your computer for viruses Complete scan completed.
Many blue screen errors can be caused by computer viruses or other types of malicious software.
If you have an antivirus program installed on your computer, make sure it is up to date with the latest antivirus definitions and perform a complete scan of your system. Check your antivirus product's website for information on getting the latest updates.
If you do not have antivirus software installed on your computer, we recommend using a web-based scanner to check your computer for malware. Many of the top antivirus software providers offer this service free of charge on their websites.
To see a list of Microsoft and third-party providers of antispyware, anti-malware, and antivirus software, go online to the following website:
Security software: Downloads and trials
To see a list of antivirus software vendors, go online to the following Knowledge Base article:
List of antivirus software vendors
Tip
Consider scanning your computer using more than one web-based antivirus scanner, even if you have an antivirus program installed on your computer. This will help make sure that you are using the most up-to-date antivirus definitions and allows you to benefit from the different strengths of each antivirus software manufacturer. If you do run multiple antivirus products, make sure you run only one product at a time. Running multiple antivirus products simultaneously can produce incorrect results.

Check your hard disk for errors No hard disk problems are detected.

You can help solve some computer problems and improve the performance of your computer by making sure that your hard drive has no errors.
  1. Tap or click the Start button , and then tap or click Computer.
  2. Press and hold or right-click the hard drive that you want to check, and then tap or click Properties.
  3. Tap or click the Tools tab, and then, under Error-checking, tap or click Check Now. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
    To automatically repair problems with files and folders that the scan detects, select Automatically fix file system errors. Otherwise, the disk check will report problems but not fix them.
    To perform a thorough disk check, select Scan for and attempt recovery of bad sectors. This scan attempts to find and repair physical errors on the hard drive itself, and it can take much longer to complete.
    To check for both file errors and physical errors, select both Automatically fix file system errors and Scan for and attempt recovery of bad sectors.
  4. Tap or click Start.
    Depending upon the size of your hard drive, this might take several minutes or longer. For best results, don't use your computer for any other tasks while it's checking for errors.
    Note
    If you select Automatically fix file system errors for a disk that is in use (for example, the partition that contains Windows), you'll be prompted to reschedule the disk check for the next time you restart your computer.
Steps to work around this problem I would do these steps but I just don't know where to begin because this issue might be caused by a new router that was installed by a Comcast installation technician when I switched from CenturyLink to them. I would probably need to know something more specific diagnostically pointing to the device or driver to get them to come out on a service call.

Warning
These steps are designed to address a particular problem but might do so by temporarily disabling or removing some functionality on your computer.
Remove any new hardware or software to isolate the cause of the blue screen
If you received the blue screen error after adding a new hardware device or program, and downloading updates didn't solve the problem, try removing the device or program and restarting Windows. If removing the new device or program allows Windows to start without the error, contact the device or program's manufacturer to get product updates or to learn about any known issues with the device or program.

Restore your computer to an earlier state
If the blue screen error occurred after installing a system or program update, consider using the System Restore feature to remove the changes. System Restore uses "restore points" that have been saved on your computer to return your system to a point in time before the problem began. This won't fix the problem, but it can make your computer work again.
Do one of the following:

If Windows doesn't start:
  1. Restart the computer and, when the screen becomes blank during startup, repeatedly press F8 until the Windows Advanced Options Menu displays.
  2. Use your arrow keys to select Safe Mode with Command Prompt, and then press ENTER.
    For more information about safe mode start up options, go online to read an article in the Microsoft Knowledge Base:
    Click to read KB315222
  3. If you are prompted to select a version of Windows, select the correct version, and then press ENTER.
  4. Log on to the computer using the Administrator account or an account that has administrator credentials.
  5. Type the following command at a command prompt, and then press ENTER:
    [systemroot]\system32\restore\rstrui.exe
    (Where [systemroot] is the drive and directory where your Windows system files are located -- for example, "C:\Windows")
  6. Follow the instructions that appear on the screen to restore the computer to an earlier state.
Or, if Windows starts:
  1. Log on to Windows using an administrator account.
  2. Click the Start button , and then, in the Search field, type system restore and press ENTER. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
  3. In the System Restore wizard, click Next.
  4. On the Choose a restore point page, click the most recent system restore point, and then click Next.
  5. On the Confirm disks to restore page, note that your system disk is selected and click Next.
  6. On the Confirm your restore point page, click Finish. System Restore restores the previous Windows configuration, and then restarts the computer
  7. Log on to the computer as an administrator.
  8. When the System Restore Restoration Complete page appears, click OK.
Please help me get my system fixed before this becomes a bigger issue. I thank you for any help you can do.
Jeff


My System SpecsSystem Spec
.
30 Mar 2014   #2
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

Zip file is empty. Try again by following this:

1. Download the DM Log Collector application to your desktop by clicking the link below

DM Log Collector.exe

2. Run it by double-clicking the icon on your desktop, and follow the prompts.
3. Locate the .ZIP file created on your desktop, and upload it here in your next reply.

My System SpecsSystem Spec
31 Mar 2014   #3
jegreen56

Windows 7 Professional x64 Service Pack 1
 
 

OK. This Zip file has all the .dmp files (4) in it. Thanks Golden.
My System SpecsSystem Spec
.

31 Mar 2014   #4
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

Thanks, but I also need the other files captured by the DM Log Collector tool. Please include those in your zip file.
My System SpecsSystem Spec
31 Mar 2014   #5
jegreen56

Windows 7 Professional x64 Service Pack 1
 
 

This ZIP file was collected and completed by DM app. It should have all the info U need.
Thanks, jegreen56
My System SpecsSystem Spec
01 Apr 2014   #6
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

You haven't uploaded all the required files - you need to ensure you let the tool finish completely, and upload the entire zip file. Anyway, this looks like your issue.
Code:
fffff880`0a15c390  fffffa80`0867e330
fffff880`0a15c398  fffff880`02eeb793Unable to load image \SystemRoot\system32\drivers\N360x64\1501000.012\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+0x41793
fffff880`0a15c3a0  00000000`00000000
Code:
fffff880`0b1129c8  fffff880`013aef33Unable to load image \SystemRoot\system32\drivers\N360x64\1501000.012\SYMEFA64.SYS, Win32 error 0n2
*** WARNING: Unable to verify timestamp for SYMEFA64.SYS
*** ERROR: Module load completed but symbols could not be loaded for SYMEFA64.SYS
 SYMEFA64+0xe0f33
Uninstall Symantec/Norton completely - replace it with MSE.
My System SpecsSystem Spec
02 Apr 2014   #7
jegreen56

Windows 7 Professional x64 Service Pack 1
 
 
OK the BSOD problem is solved. Should I start another thread?

Hi Golden,
I have uninstalled the Norton/Symantec completely(?Should I run an Uninstaller/Cleaner program?). I also installed the MSE program. I have already encountered a Windows update error. This is a copy of the details:
Update for Microsoft Security Essentials - 4.5.216.0 (KB2949787)
Installation date: ‎4/‎2/‎2014 7:24 PM
Installation status: Failed
Error details: Code 8004FF83
Update type: Important
This package will update Microsoft Security Essentials client on the user's machine.
More information:
Microsoft Security Essentials - Microsoft Windows
Help and Support:
Microsoft Security Essentials - Microsoft Windows

The good news is that I think I have discovered what was causing the BSOD error. I copied the link to a Comcast Forum post/thread that discusses the issue.
I found the instructions there to deal with the blue screens that Comcast has seen with a limited number of HP/Compaq branded laptop computers and the Constant Guard Protection Suite program that is used and recommended to be installed by Comcast IP customers. Constant Guard BSOD on windows 7 64bit - Comcast Help and Support Forums I am uninstalling anything from Comcast or Comcast recommended including the CGPS program.
My System SpecsSystem Spec
03 Apr 2014   #8
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

Quote   Quote: Originally Posted by jegreen56 View Post
I have uninstalled the Norton/Symantec completely(?Should I run an Uninstaller/Cleaner program?).
Nope, not neccessary/

Quote   Quote: Originally Posted by jegreen56 View Post
I also installed the MSE program. I have already encountered a Windows update error. This is a copy of the details:
Update for Microsoft Security Essentials - 4.5.216.0 (KB2949787)
Installation date: ‎4/‎2/‎2014 7:24 PM
Installation status: Failed
Error details: Code 8004FF83
Update type: Important
This package will update Microsoft Security Essentials client on the user's machine.
More information:
Microsoft Security Essentials - Microsoft Windows
Help and Support:
Microsoft Security Essentials - Microsoft Windows
Follow steps 1 to 4 in the link below, then upload the info here in your next reply, and I'll ask NoelDP to take a look.
Windows Update Posting Instructions
My System SpecsSystem Spec
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 BSOD that I never see happen




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