Blue Screen of death - 6.1.7600.2.0.0.256.48 / 2057

jezmunky · Sep 14, 2010

Hi All,

I've had this computer for a few weeks now, it is totally factory standard and is running Adobe CS4, Office 2010 and some other work related programs. It BSOD's about 4 times a day. Any ideas? It doesn't appear to be software related as I've been watching what programs are running and it is never the same. Any help would be brilliant!

Jonathan_King · Sep 14, 2010

Welcome to SF!

I wonder if Norton is causing the problem. Please remove it with this tool: ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe

Replace it with MSE, at least for now.

http://www.microsoft.com/security_essentials

You can later install the latest version of Norton, once the BSODs stop.

If the BSODs persist, enable driver verifier: http://www.sevenforums.com/tutorials/101379-driver-verifier-enable-disable.html

Then follow these directions, after some BSODs have occurred: http://www.sevenforums.com/crashes-debugging/96879-blue-screen-death-bsod-posting-instructions.html

...Summary of the Dumps:

Code:

[font=lucida console]
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Tue Sep 14 08:33:26.529 2010 (UTC - 4:00)
System Uptime: 0 days 2:07:32.708
BugCheck F7, {800113c2ea, 388c9483cb34, ffffc7736b7c34cb, 0}
Probably caused by : ntkrnlmp.exe ( nt!_report_gsfailure+25 )
BUGCHECK_STR:  0xF7
PROCESS_NAME:  mstsc.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
[/font]

jezmunky · Sep 15, 2010

Thanks, I'll give that a go now and post the results! Thanks again.

Jerry

jezmunky · Sep 16, 2010

Removing Symantec / Norton doesn't appear to have helped the issue as it is still crashing. I've attached the 2 reports from today if anyone has any ideas.

It does appear to be when I'm editing photos (in Lightroom) but it isn't always when this software is open.

Thanks for any help!

Jonathan_King · Sep 16, 2010

Hmm...could you try running this Norton removal tool again? ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe

I still see drivers loaded in RAM.

What USB devices, if any, do you have attached?

If the BSODs persist after the Norton removal, could you please follow these directions? http://www.sevenforums.com/crashes-debugging/96879-blue-screen-death-bsod-posting-instructions.html

...Summary of the Dumps:

Code:

[font=lucida console]
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Thu Sep 16 07:21:55.948 2010 (UTC - 4:00)
System Uptime: 0 days 0:18:33.312
BugCheck D1, {0, 2, 1, fffff88004793e2f}
Probably caused by : USBPORT.SYS ( USBPORT!USBPORT_TxCsqRemoveIrp+26b )
BUGCHECK_STR:  0xD1
PROCESS_NAME:  System
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Thu Sep 16 07:02:35.390 2010 (UTC - 4:00)
System Uptime: 0 days 18:52:37.593
BugCheck A, {0, 2, 0, fffff80002ce2291}
Probably caused by : ntkrnlmp.exe ( nt!KiTimerWaitTest+171 )
BUGCHECK_STR:  0xA
PROCESS_NAME:  System
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨[/font]

jezmunky · Sep 17, 2010

I tried to run the norton removal tool again, it says you must remove the program using add remove programs. If you try that way it wants a password which doesn't exist as the administrator password doesn't work in there. I've hunted around in the server end and created various user passwords but none of these allow you to proceed. I then found an article that suggested changing an item in the registry to allow removal of the software without a password. This item didn't exist so I created it to no avail. I continued to search online and there are a few more removal tools for norton but none seem to work on 64bit systems.

I'm getting to a point where I think it might be worth backing up the data and restoring the computer to factory settings and then reinstalling everything again (except norton) as it seems such a ridiculous program to remove! Has anyway got a better idea? if not I will proceed Monday with system restore after backup.

Jonathan_King · Sep 17, 2010

Exactly what version of Norton are you using?

jezmunky · Sep 17, 2010

symantec corporate 2010 win64bit. I think it is version 10.2

Jonathan_King · Sep 17, 2010

Try running this tool in Safe Mode: ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe

jezmunky · Sep 17, 2010

just tried it, it won't run even in safe mode as it says you must use the add remove programs feature. I think its going the route of restore system to factory settings and reinstall everything. I suspect symantec will not be renewed and we'll find something that can actually be removed!

Jonathan_King · Sep 17, 2010

Here's how you can remove Norton. Use Revo Uninstaller, and uninstall in Advanced mode.

Revo Uninstaller Pro - Uninstall software, remove programs, solve uninstall problems

That should do the trick.

jezmunky · Sep 17, 2010

i managed to get it off using the revo program and changing the password in symantecs setup. I've installed MSE as a temporary option and we'll see if it falls over anymore. Thanks Jonathan.

jezmunky · Sep 17, 2010

still falling over.... dump file attached. Any new ideas?

Jonathan_King · Sep 17, 2010

Did you reboot between the time you remove Norton and the BlueScreen happened?

If not, stop reading the post here, and then hope no more BSODs occur from now on. No action is needed for now.

If you DID reboot, follow these directions. Go to C:\Windows\System32\drivers, and delete the ENG64.SYS, EX64.SYS, SRTSP64.SYS, SRTSPX64.SYS, and SYMEVENT64x86.SYS files.

If the BSODs persist, please, follow these directions: http://www.sevenforums.com/crashes-debugging/96879-blue-screen-death-bsod-posting-instructions.html

More info than just the dump is helpful, necessary at times. For example, if I had that report, I could tell you some msinfo32 entries to delete.

...Summary of the Dumps:

Code:

[font=lucida console]
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Fri Sep 17 06:09:18.807 2010 (UTC - 4:00)
System Uptime: 0 days 17:19:31.821
BugCheck 3B, {c0000005, fffff80002cdf021, fffff88007579a80, 0}
Probably caused by : ntkrnlmp.exe ( nt!RtlSidHashLookup+31 )
BUGCHECK_STR:  0x3B
PROCESS_NAME:  iexplore.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
[/font]

jezmunky · Sep 20, 2010

I had rebooted, it still appears to be happening a few times a day. I've read the BSOD reporting page and run the required things. zip file attached.

Computer is brand new from Dell, it came with windows 7 professional. No hardware changes, 16gb ram. raid 1 over 2 drives. BSOD's have been happening from new.

Jonathan_King · Sep 21, 2010

Please enable driver verifier: http://www.sevenforums.com/tutorials/101379-driver-verifier-enable-disable.html

Wait for some BSODs, then run the jcgriff2 app again.

...Summary of the Dumps:

Code:

[font=lucida console]
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Sun Sep 19 06:15:24.742 2010 (UTC - 4:00)
System Uptime: 0 days 19:13:57.092
BugCheck 4E, {99, 3b806b, 0, 3b80ab}
Probably caused by : memory_corruption ( nt!MiBadShareCount+4c )
BUGCHECK_STR:  0x4E_99
PROCESS_NAME:  System
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
[/font]

jezmunky · Sep 21, 2010

done, will see how it goes. Thanks

jezmunky · Sep 21, 2010

slightly different variation of BSOD now. it flashes blue screen for no more than a second and restarts. I've checked in the minidumps folder and it isn't creating dumps. File attached for previous dumps and running jcgriff2 again.

Jonathan_King · Sep 22, 2010

I would return the computer to Dell for a repair or replacement.

Original install date: 8/31/2010.

Date of first BSOD: 8/31/2010.

That's ridiculous, give Dell a call!

Hardware is blamed outright in one dump, and the other dumps certainly don't dispute that.

If you want, you can run some of your own hardware diagnostics.

Test RAM: http://www.sevenforums.com/tutorials/105647-ram-test-memtest86.html

...Summary of the Dumps:

Code:

[font=lucida console]
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Mon Sep 20 12:20:27.099 2010 (UTC - 4:00)
System Uptime: 0 days 2:28:55.013
BugCheck F7, {fffff88006c6d8b0, 3891553e4838, ffffc76eaac1b7c7, 0}
Probably caused by : hardware ( win32k!xxxRealSleepThread+257 )
BUGCHECK_STR:  0xF7
PROCESS_NAME:  iexplore.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Mon Sep 20 09:50:48.372 2010 (UTC - 4:00)
System Uptime: 0 days 1:12:42.308
BugCheck 19, {3, fffffa800d072a90, fffffa800d072a90, fffffa80119463c0}
Probably caused by : Pool_Corruption ( nt!ExDeferredFreePool+ca0 )
BUGCHECK_STR:  0x19_3
PROCESS_NAME:  System
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Mon Sep 20 08:36:53.155 2010 (UTC - 4:00)
System Uptime: 0 days 2:08:45.004
BugCheck 3B, {c0000005, fffff80002fce790, fffff880074d3f00, 0}
Probably caused by : ntkrnlmp.exe ( nt!ObpCreateHandle+300 )
BUGCHECK_STR:  0x3B
PROCESS_NAME:  iexplore.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Mon Sep 20 06:27:23.915 2010 (UTC - 4:00)
System Uptime: 0 days 1:14:13.893
BugCheck A, {49, 2, 0, fffff80002cd9891}
Probably caused by : win32k.sys ( win32k!xxxRealSleepThread+257 )
BUGCHECK_STR:  0xA
PROCESS_NAME:  iexplore.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Mon Sep 20 05:08:51.313 2010 (UTC - 4:00)
System Uptime: 0 days 1:16:10.903
BugCheck A, {7feffa4d, 2, 1, fffff80002cc8cdc}
Probably caused by : win32k.sys ( win32k!GreAcquireSemaphore+1c )
BUGCHECK_STR:  0xA
PROCESS_NAME:  firefox.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16617.amd64fre.win7_gdr.100618-1621
Debug session time: Sun Sep 19 06:15:24.742 2010 (UTC - 4:00)
System Uptime: 0 days 19:13:57.092
BugCheck 4E, {99, 3b806b, 0, 3b80ab}
Probably caused by : memory_corruption ( nt!MiBadShareCount+4c )
BUGCHECK_STR:  0x4E_99
PROCESS_NAME:  System
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨[/font]

jezmunky · Sep 23, 2010

Thanks Jonathan, Dell are on the case. I hate dealing with computer companies, the response is always "restore to factory settings" and then spend 2 days reinstalling all work applications! :-(

Blue Screen of death - 6.1.7600.2.0.0.256.48 / 2057

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