Windows 7: BSOD on startup with IRQL_NOT_LESS_OR_EQUAL message

Marji · 25 Jun 2010

Hi.

I am a Windows 7 user who is NOT techie. When I cold-boot the computer (not resume or anything like that) sometimes (not all the time) the startup is interrupted with this blue screen (I just learned in trying to research this that it's ominously called "The Blue Screen of Death" ~ yuck). After it takes a dump (giggling), I am referred to two choices: I can either launch start up repair or start normally.

I always try to start normally, and it will, maybe 50% of the time, start normally. The other 50% of the time, the BSOD appears and I have to witness this dump and then I get my two choices. Once or twice when I have launched start-up repair, I have been successful. Other times, I get that nasty message that it didn't work. Then, I have to resort to system restore, which only works some of the time. Eventually, after about an hour of going back and forth and begging/encouraging the computer to start up (I don't know how helpful my begging and encouraging are, but it really hasn't hurt, so I keep doing it), the computer will, indeed, start normally, and I never have to have the problem again until I reboot the machine. Then, I'm about 50% (just a guess on my part) likely to have a recurrence of the problem.

Can anyone tell me, step-by-step ('cause I'm good at following detailed instructions) how I can troubleshoot and resolve this issue? What additional information do you need, if any?

I can't thank you enough for being here and being willing to help me get through this. If I had the $$ I'd just bring the *(#$#@ computer to someone and tell 'em to fix it. But, I'm not in that position right at this moment, and it's my work computer.

So, thanks again!!

With kindest regards and deepest gratitude,
Marji

jason786 · 25 Jun 2010

Hey Marji and welcome

First you may wan't to follow this guide http://www.sevenforums.com/crash-loc...d-problem.html

When you get a blue screen, windows creates a file which can tell you the cause of the problem, so if you could follow that guide and upload the file that would be great

Marji · 25 Jun 2010

Great! Thank you for that!!! Here's the zipped up bunch of files. Thanks VERY much!!

jason786 · 25 Jun 2010

They all point to atmhelpr.sys which appears to be a driver of Adobe Type Manager Deluxe

Do you have this program installed by any chance?

Marji · 25 Jun 2010

Ah! Yes, I do!

jason786 · 25 Jun 2010

Quote: Originally Posted by Marji

Ah! Yes, I do!

Locate ATMhelpr.sys (Should be in C > Windows > System32 > Drivers) and rename it to something like ATMhelpr.old

According to the adobe site, this system process is no longer required so there isn't a need for it

However, you may want to wait for confirmation from someone else before you attempt anything, and also create a system restore

edit: I'm not 100% sure if the program causes an error or just the file yet, so just be safe for now and don't alter anything yet!

Marji · 25 Jun 2010

Thank you so much for your help! I've created a restore point, and I'll wait for confirmation from someone who knows before I take action.

I *so* appreciate your help!!!

~ Marji

CarlTR6 · 25 Jun 2010

Hi Marji, Jason asked me to take a look at the dmp files and I am in the process of doing that. So far Jason is spot on. I will be editing this post and adding my comments right here. Be right back.

I know you are not a techie; but I am going to post some "techie" stuff. When something causes Windows 7 to malfunction, Windows stops to prevent any hardware or system damage. This is called a stop error. Since many things can cause a stop, there are many codes for the various stop errors.

All of your dmp files are virtually identical giving the same stop error code: A

Quote:

STOP 0x0000000A: IRQL_NOT_LESS_OR_EQUAL

Usual causes: Kernel mode driver, System Service, BIOS, Windows, Virus scanner, Backup tool, compatibility

Here is your most recent actual dmp file. Don't worry if you don't understand everything in there. Just look for the error code and the cause. I have put the cause in red font.

Code:

Microsoft (R) Windows Debugger Version 6.11.0001.404 X86
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\Owner\AppData\Local\Temp\Temp1_marji minidump files.zip\062510-48419-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Executable search path is: 
Windows 7 Kernel Version 7600 UP Free x86 compatible
Product: WinNt, suite: TerminalServer SingleUserTS Personal
Built by: 7600.16539.x86fre.win7_gdr.100226-1909
Machine Name:
Kernel base = 0x82c2d000 PsLoadedModuleList = 0x82d6c570
Debug session time: Fri Jun 25 07:47:31.743 2010 (GMT-4)
System Uptime: 0 days 0:00:12.227

*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck A, {0, 2, 1, 82c8172f}

Unable to load image \SystemRoot\System32\Drivers\ATMhelpr.SYS, Win32 error 0n2
*** WARNING: Unable to verify timestamp for ATMhelpr.SYS
*** ERROR: Module load completed but symbols could not be loaded for ATMhelpr.SYS
Probably caused by : ATMhelpr.SYS ( ATMhelpr+5fb )

Followup: MachineOwner
---------

IRQL_NOT_LESS_OR_EQUAL (a)
An attempt was made to access a pageable (or completely invalid) address at an
interrupt request level (IRQL) that is too high.  This is usually
caused by drivers using improper addresses.
If a kernel debugger is available get the stack backtrace.
Arguments:
Arg1: 00000000, memory referenced
Arg2: 00000002, IRQL
Arg3: 00000001, bitfield :
    bit 0 : value 0 = read operation, 1 = write operation
    bit 3 : value 0 = not an execute operation, 1 = execute operation (only on chips which support this level of status)
Arg4: 82c8172f, address which referenced memory

Debugging Details:
------------------


WRITE_ADDRESS: GetPointerFromAddress: unable to read from 82d8c700
Unable to read MiSystemVaType memory at 82d6c0c0
 00000000 

CURRENT_IRQL:  2

FAULTING_IP: 
nt!KeWaitForSingleObject+373
82c8172f 8939            mov     dword ptr [ecx],edi

CUSTOMER_CRASH_COUNT:  1

DEFAULT_BUCKET_ID:  VISTA_DRIVER_FAULT

BUGCHECK_STR:  0xA

PROCESS_NAME:  System

TRAP_FRAME:  8b3bbc14 -- (.trap 0xffffffff8b3bbc14)
ErrCode = 00000002
eax=858d84a0 ebx=858d8498 ecx=00000000 edx=00000000 esi=8597b330 edi=8597b3f0
eip=82c8172f esp=8b3bbc88 ebp=8b3bbce8 iopl=0         nv up ei ng nz na pe cy
cs=0008  ss=0010  ds=0023  es=0023  fs=0030  gs=0000             efl=00210287
nt!KeWaitForSingleObject+0x373:
82c8172f 8939            mov     dword ptr [ecx],edi  ds:0023:00000000=????????
Resetting default scope

LAST_CONTROL_TRANSFER:  from 82c8172f to 82c65b7b

STACK_TEXT:  
8b3bbc14 82c8172f badb0d00 00000000 8b3bbc9c nt!KiTrap0E+0x2cf
8b3bbce8 88b315fb 858d8498 00000000 00000000 nt!KeWaitForSingleObject+0x373
WARNING: Stack unwind information not available. Following frames may be wrong.
8b3bbd50 82e14d6e 858d8498 f677d26e 00000000 ATMhelpr+0x5fb
8b3bbd90 82cb6159 88b315b0 858d8498 00000000 nt!PspSystemThreadStartup+0x9e
00000000 00000000 00000000 00000000 00000000 nt!KiThreadStartup+0x19


STACK_COMMAND:  kb

FOLLOWUP_IP: 
ATMhelpr+5fb
88b315fb ??              ???

SYMBOL_STACK_INDEX:  2

SYMBOL_NAME:  ATMhelpr+5fb

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: ATMhelpr

IMAGE_NAME:  ATMhelpr.SYS

DEBUG_FLR_IMAGE_TIMESTAMP:  33542f33

FAILURE_BUCKET_ID:  0xA_ATMhelpr+5fb

BUCKET_ID:  OLD_IMAGE_ATMhelpr.SYS

Followup: MachineOwner
---------

ATMhelpr.sys is an Adobe Type Manager Deluxe by Adobe Systems Incorporated (www.adobe.com).

I recommend that you uninstall Adobe Type Manager and that should uninstall the driver also. Do you need help with uninstalling? If you do, don't be afraid to ask. After uninstalling, reboot and lets see how you system is running.

Next, I am going to look at your drivers.

Wow, no wonder this driver is causing your system to crash; it is very old. It is a pre-Vista driver.

ATMhelpr.SYS Apr 15 1997

Definitely uninstall this software. Please post back if you have anymore BOSD's. Also post back after your system is running smoothly and let us know so Jason can mark this thread as solved

Nice work, Jason.

Marji · 25 Jun 2010

Wow! That's impressive, Carl!! I'm going to uninstall Adobe Type Manager right now. There's actually an icon to uninstall it right in the program menu (or whatever). I've already created a restore point, so we should be good. I'll do that, reboot, and let you know what happens.

Thanks!!!

CarlTR6 · 25 Jun 2010

Marji, I have updated the thread. You may have to refresh the page.

Very good. I hope this solves your problem.

Windows 7: BSOD on startup with IRQL_NOT_LESS_OR_EQUAL message

BSOD on startup with IRQL_NOT_LESS_OR_EQUAL message problems?