Windows won't shut down! BSOD report included

Weezheat · Jul 27, 2010

Hello everyone

I refer you to this post located on the general discussion forums for the problem and solutions tried with no success.

Background:
I bought the PC with Windows Vista and it included a Win 7 upgrade CD. Every time I play ANY game, the computer will not shut off properly. That is, if I just browse the internet, work with office, etc, the computer shuts down with no issues.

If I play any GAME, once I close it and attempt to shut down the computer, it stays at "shutting down" with the little circle thing circling as if it is thinking and nothing happens. Sometimes, 15-20 minutes, it will re-start itself and give me a message saying "Windows has recovered from an unexpected shutdown" and the BSOD message attached.

Any help would be GREATLY appreciated. Help!! :cry:

Tews · Jul 27, 2010

Unfortunately there were no .dmp files.. Navigate to c:/windows/minidump and zip up any .dmp files and attach them to your next post..

ttran · Jul 27, 2010

Make sure you have set system to create minidump

Windows 7:
Go to Start and type in "sysdm.cpl" (without the quotes) and press Enter
Click on the Advanced tab
Click on the Startup and Recovery Settings button
Ensure that "Automatically restart" is unchecked
Under the Write Debugging Information header select "Small memory dump (64 kB)" in the dropdown box
Ensure that the Small Dump Directory is listed as "%systemroot%\Minidump" (without the quotes)
Click OK twice to exit the dialogs, then reboot for the changes to take effect.

DO you use any program like CCleaner? because they might clean out your minidump folder

Weezheat · Jul 27, 2010

What about now?

Tews · Jul 27, 2010

Nope... did you check the minidump folder for files?

Weezheat · Jul 27, 2010

It's not letting me zip them. it says it couldn't read them and didn't zip them and this:
Action: Add (and replace) files Include subfolders: yes Save full path: no
Adding 072610-25630-01.dmp
Warning: could not open for reading: C:\Windows\Minidump\072610-25630-01.dmp
Adding 072610-26566-01.dmp
Warning: could not open for reading: C:\Windows\Minidump\072610-26566-01.dmp
Adding 072510-33867-01.dmp
Warning: could not open for reading: C:\Windows\Minidump\072510-33867-01.dmp
Copying Zip file"

ttran · Jul 27, 2010

I suspect the Realtek Card reader, RTSTOR64.SYS, please download and install fresh copy of the driver. Make sure to turn on WINDOW UPDATE.
usbccgp.sys was direcly blamed. You can try to uninstall all usb device under usb list in device manager-->restart machine, hopefully it will resolve the problem

Code:

Microsoft (R) Windows Debugger Version 6.12.0002.633 X86
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\TUANTR~1\AppData\Local\Temp\Rar$DI00.910\072510-33867-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Symbol search path is: SRV*e:\symbols*http://msdl.microsoft.com/download/symbols
Executable search path is: 
Windows 7 Kernel Version 7600 MP (8 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS Personal
Built by: 7600.16539.amd64fre.win7_gdr.100226-1909
Machine Name:
Kernel base = 0xfffff800`03058000 PsLoadedModuleList = 0xfffff800`03295e50
Debug session time: Mon Jul 26 04:10:18.963 2010 (UTC + 7:00)
System Uptime: 0 days 1:00:26.978
Loading Kernel Symbols
...............................................................
................................................................
.................................
Loading User Symbols
Loading unloaded module list
.....
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 1000009F, {4, 258, fffffa800792c040, fffff80000b9c510}

Unable to load image \SystemRoot\system32\drivers\RTSTOR64.SYS, Win32 error 0n2
*** WARNING: Unable to verify timestamp for RTSTOR64.SYS
*** ERROR: Module load completed but symbols could not be loaded for RTSTOR64.SYS
Probably caused by : usbccgp.sys

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

Weezheat · Jul 27, 2010

grrrrrrr

Tews · Jul 27, 2010

Try using WinRar or 7zip..

Weezheat · Jul 27, 2010

I'm going to look for the realtek card reader driver right now.

In terms of diabling usb devices, my mouse and keyobard are connected via usb. How will that work?

ttran said:

I suspect the Realtek Card reader, RTSTOR64.SYS, please download and install fresh copy of the driver. Make sure to turn on WINDOW UPDATE.
usbccgp.sys was direcly blamed. You can try to uninstall all usb device under usb list in device manager-->restart machine, hopefully it will resolve the problem

Code:

Microsoft (R) Windows Debugger Version 6.12.0002.633 X86
Copyright (c) Microsoft Corporation. All rights reserved.
 
 
Loading Dump File [C:\Users\TUANTR~1\AppData\Local\Temp\Rar$DI00.910\072510-33867-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available
 
Symbol search path is: SRV*e:\symbols*http://msdl.microsoft.com/download/symbols
Executable search path is: 
Windows 7 Kernel Version 7600 MP (8 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS Personal
Built by: 7600.16539.amd64fre.win7_gdr.100226-1909
Machine Name:
Kernel base = 0xfffff800`03058000 PsLoadedModuleList = 0xfffff800`03295e50
Debug session time: Mon Jul 26 04:10:18.963 2010 (UTC + 7:00)
System Uptime: 0 days 1:00:26.978
Loading Kernel Symbols
...............................................................
................................................................
.................................
Loading User Symbols
Loading unloaded module list
.....
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************
 
Use !analyze -v to get detailed debugging information.
 
BugCheck 1000009F, {4, 258, fffffa800792c040, fffff80000b9c510}
 
Unable to load image \SystemRoot\system32\drivers\RTSTOR64.SYS, Win32 error 0n2
*** WARNING: Unable to verify timestamp for RTSTOR64.SYS
*** ERROR: Module load completed but symbols could not be loaded for RTSTOR64.SYS
Probably caused by : usbccgp.sys
 
Followup: MachineOwner
---------

Weezheat · Jul 27, 2010

I'm not sure where to look for the REALTEK drivers. Windows update is installing 5 "optional" updates right now but it's on.

EDIT: Under device manager, I clicked on update drivers for RealTek USB Card Reader and it said I have the latest ones. Looking now on the RealTek websitew

Thorsen · Jul 27, 2010

Realtek Drivers: you should get these from the maker of your motherboard. If you need help finding what your mobo is, you can use
CPU-Z CPUID - System & hardware benchmark, monitoring, reporting
or Speccy Speccy - System Information - Free Download

Look for mainboard of motherboard info. Include in next post all info you can including the BIOS version if listed.

After we know, we can find the correct drivers for Realtek.

*In case needed, this is where the general Realtek Drivers are (read warning): Realtek

Check to see if you are using high def or AC97, then Uninstall your current drivers first and then install the Same type.

ttran · Jul 27, 2010

Go look for driver at Realtek site:
Realtek

Whenever you want to update driver through Device manger, you can uninstall it in device manager, then restart your machine, it will automatically updated.

Oh wow....Tom and Thorsen beat me....nice team work mates!

Tews · Jul 27, 2010

Here is the page for the Realtek driver ... Realtek

Thorsen · Jul 27, 2010

lol, three different ways to update them. I guess I would try ttran's suggestion letting windows update try it first. If that doesn't do it, then do Tews link from Realtek, then if neither work, we can see if there is one specific to mobo....

Hopefully one of these routes will work.

*Between each different driver, if it doesn't work, uninstall the driver that is not working.

I would also set up a restore point before changing these out.

Weezheat · Jul 27, 2010

Here's the information.

Could you confirm, before I downlaod, that Realtek

(2nd file in that list)

is what I need to download?

Thorsen · Jul 27, 2010

Can you look here and fill in your system type: Gateway Support

There will be a Realtek Driver for your specific Gateway FX computer, but you will need to know your exact model (usually on badge on front of case).

You also have either Win7 32x or 64x. Do you know which you have?

Weezheat · Jul 27, 2010

Thorsen said:
Can you look here and fill in your system type: Gateway Support

There will be a Realtek Driver for your specific Gateway FX computer, but you will need to know your exact model (usually on badge on front of case).

You also have either Win7 32x or 64x. Do you know which you have?

I downloaded the latest REalTek audio driver that the Gateway website has for my computer a few days ago and installed it with no luck.

Thorsen · Jul 27, 2010

Ah gotcha... this should also be the correct one for your motherboard so that route is out.

Thorsen · Jul 27, 2010

I would say try the link that Tews and ttran posted.

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