BSOD on starting Internet Explorer Google Chrome or Skype for Business

Hello Experts,

I need your help to resolve the BSOD, I've been getting whenever I start Internet Explorer or Google Chrome or Skype for Business on HP Laptop (Model - HP ENVY 14t-2000 CTO Notebook PC).

Attached is the file created by the dm log collector.

Additionally, the OneDrive link URL - Microsoft OneDrive - Access files anywhere. Create docs with free Office Online. - has the following for your analysis
1. Minidumps recorded
2. Driver information
3. System information

Any step by step procedure to install and uninstall drivers and BIOS is highly appreciated.

Thank you

Regards

Abhishek Arya

ICIT2LOL said:

Hello and welocome aby mate please follow this first
Now before we can help we do need to know what is in your machine so please do this System Info - See Your System Specs - Windows 7 Help Forums
or either enter the specs of your system in your forum profile the specs will appear when we click on that little box bottom left of the post screen it is for me the preferable option as it is easy. As you may appreciate it is very hard when you don’t know what one is working with for example a diesel or petrol engine.
*(pretyped to save time)

However this dump file is pointing at the graphics driver and the suggested fix for this is to uninstall the Catalyst Control Centre and use the graphics on the device's own driver on it's own.
But I cannot link you to where that will be because we hav no info on the machine as such.

Code:

BugCheck 9F, {3, fffffa8007aeda10, fffff80000ba2748, fffffa8007841c10}

*** WARNING: Unable to verify timestamp for atikmdag.sys
*** ERROR: Module load completed but symbols could not be loaded for atikmdag.sys
Probably caused by : pci.sys

Followup:     MachineOwner

I've update the System Info. Please suggest further

ICIT2LOL said:

Ok thanks for the specs mate now the problem is finding the driver for the Radeon 6630M so as a start I would first just uninstall the Catalyst Control Centre (use the Control Panle to do that) and try the driver currently installed for that card. In the meantime we shall keep looking for the latest driver.

In the attached Control Panel screen shot, I don't see any Catalyst Control Centre. Instead, I can see ATI Catalyst Install Manager. Should I uninstall it from the Control Panel? Also, How do I locate the driver to be installed and the one that you refer to as the driver currently installed for the card. The attached Device Manager screen shot and the attached HP support website screenshot for the Laptop's graphic card driver shows the version of the graphic card driver installed and the version of the graphic card driver for the laptop on the HP support website (HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support
) is same.

ICIT2LOL said:

Yes that is the old term for the CCC I mentioned and I would use the HP site for the graphics driver as I can still not find a link for you for that card but I will keep looking.

So just uninstall the Catalyst stuff and use the HP site as usual some of these makers can be quite convoluted to say the leats and you may even have to contact them directly an ask where are the drivers.

Hello,

Finally, I've managed to resolve the BSOD on my laptop and also got 1366 x 768 screen resolution.
Well, I'll summarize the troubleshooting steps as follows (Read all steps & associated links first before proceeding)

1. Perform a Repair Install of the Windows 7 using Repair Install. Please Note - I performed a Repair Install because Step 3 in this troubleshooting mentioned that Graphics Card Driver Installation should be attempted only after Windows Update displays "Windows is up to date". On my laptop, the Windows Update failed with Error Code 80073712 and the CheckSUR.log file mentioned 4 Errors of the type CSI Corrupt Component. The CheckSUR.log can be generated using https://support.microsoft.com/en-in/help/947821/fix-windows-update-errors-by-using-the-dism-or-system-update-readiness. There are some highly technically expert ways to fix the errors reported in CheckSUR.log like https://support.microsoft.com/en-us/help/2700601/how-to-fix-errors-found-in-the-checksur-log and https://superuser.com/questions/989035/how-do-i-fix-the-errors-listed-in-this-checksur-log-file/989043. I attempted them with no success. Eventually, I decided to save my personal data and pursue the Repair Install option.
2. Boot Windows Safe Mode with Networking, uninstall any graphics drivers on the laptop using the DDU software on https://www.guru3d.com/files-details/display-driver-uninstaller-download.html
3. In the Windows Safe Mode with Networking, execute the display driver cleanuputility listed on http://support.amd.com/en-us/kb-articles/Pages/AMD-Clean-Uninstall-Utility.aspx
4. Boot Windows in Normal Mode and create a system image of the stable system
5. Using Windows Normal Mode, install the Graphics Card Driver following the steps mentioned on https://community.amd.com/thread/207699. Please Note - With installation of the latest applicable driver for the integrated Graphics from Intel website, I was able to obtain desired 1366 x 768 screen resolution and I'm not getting any BSOD on simultaneously running multiple with YouTube videos on IE 11, Chrome and Firefox. Installing the latest driver for the discrete Graphics from AMD website had a negative effect and reduced the maximum screen resolution to 1024 x 768. With the help of the system image created in Step 4 I restored my laptop and reattempted Step 5 until installation of the latest applicable driver for the integrated Graphics from Intel website. I've not bothered to install the latest driver for the discrete Graphics from AMD website or latest applicable driver for the discrete Graphics from HP's website https://support.hp.com/us-en/drivers/selfservice/hp-envy-14-2000-notebook-pc-series/5091481/model/5118491. For more understanding about integrated Graphics and discrete Graphics please refer https://support.hp.com/in-en/document/c03048374 and also understand the limitation cited for laptops with hybrid graphics (ones having graphics cards for integrated Graphics and discrete Graphics) on the link - https://support.microsoft.com/en-in/help/2670838/platform-update-for-windows-7-sp1-and-windows-server-2008-r2-sp1

I learnt a lot during this troubleshooting attempt which almost lasted for a month. Final breakthrough lasted for like 2 days. I wish to share this post to help others struggling with similar BSOD situation as I've been helped through numerous posts on various online communities.

Important learning

1. Read a lot on online forums
2. Logically identify correlation of solutions to your specific situation
3. Ensure Windows Update displays "Windows is up to date"
4. Take System Image of a stable Windows 7 configuration
5. If you really don't require the discrete Graphics avoid installing its Graphics drivers


Appendix - Those of you struggling with IE 10 and IE 11 specific Windows Update please refer the links before attempting to install IE10 and IE11 specific Windows Update https://support.microsoft.com/en-in/help/2818833/prerequisites-for-installing-internet-explorer-10-in-windows-7-sp1 and https://support.microsoft.com/en-in/help/2847882/prerequisite-updates-for-internet-explorer-11

Thank you

Regards