BSOD - attempting to backup database file to cloud account

maryeleek · 07 Apr 2018

I have an online cloud account, which I use to back up my genealogy database. It all works perfectly on my old computer running the same software with same settings using windows 7Pro.

I have purchased a refurbished HP 8300 elite tower with windows 7Pro. My genealogy software is installed, settings identical and same database as I use on my old computer. My software will backup correctly to my hard drive or to a USB drive on this HP 8300 but when I attempt to backup to my personal cloud account online, the monitor will, at the exact same moment, turn black, the blue screen flashes (too quickly for me to actually read the text), then windows shuts down and attempts to restart. The option is then presented to start windows normally or use one of the safe modes. It happens repeatedly, exactly at the same spot and the results are always the same.

The online backup will complete in safe mode with network.

I read about the little utility that gathers up the information from the dump files and zips the contents into a file I can attach here. I am not technically capable of determining the cause of this behavior and what I might do to correct it.

I have run the built in diagnostic tools and the new hard drive and memory check out OK. I ran the windows repair utility and it reported no errors.

Here is a summary of the BSOD problem. It always contains the same information, each time it happens.
Problem signature:
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033

Additional information about the problem:
BCCode: d1
BCP1: 00000000142D7A61
BCP2: 0000000000000002
BCP3: 0000000000000000
BCP4: FFFFF88003F25857
OS Version: 6_1_7601
Service Pack: 1_0
Product: 256_1

Files that help describe the problem:
C:\Windows\Minidump\040618-4960-01.dmp
C:\Users\Mary\AppData\Local\Temp\WER-42775-0.sysdata.xml

I am nervous this problem, whatever is causing it, could affect other software I've yet to install.

My sincere thanks for any advice or suggestions.

Mary

Snick · 08 Apr 2018

Hi maryeleek,

Try this program, it will decipher your windows BSOD error codes.
BlueScreenView

maryeleek · 08 Apr 2018

Hi Snick, thank you so much for the suggestion. I did use the utility and it appears my problem might be caused by:

Microsoft Protection Service Driver
Bug Check String: DRIVER_IRQL_NOT_LESS_OR_EQUAL
Caused by Driver: mpsdrv.sys ... this file is dated 7/13/2009
Caused by Address: mpsdrv.sys=D857
File Version: 6.1.7600.16385 (win7_rtm.090713-1255) x64

Microsoft NT Kernal & System
Crash Address: ntoskrnl.exe+70e00 ... this file is dated 9/13/2017

I did locate the file mentioned above and also downloaded a fresh copy of this file but windows doesn't allow me to overwrite the existing file. I thought it would be worth a try to see if a fresh copy might make a difference.

**axe0** · 11 Apr 2018

Don't manually overwrite any Windows files, ever, it will only cause problems.

The crashes look to be caused by bddci driver which is from Bitdefender, see if reinstalling Bitdefender solves the problem.

Code:

4: kd> lmDvmbddci
Browse full module list
start             end                 module name
fffff880`01230000 fffff880`0125a000   bddci    T (no symbols)           
    Loaded symbol image file: bddci.sys
    Image path: \SystemRoot\system32\DRIVERS\bddci.sys
    Image name: bddci.sys
    Browse all global symbols  functions  data
    Timestamp:        Mon Jan 29 12:07:30 2018 (5A6F0072)
    CheckSum:         000343C2
    ImageSize:        0002A000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

maryeleek · 12 Apr 2018

axeO ... Thank you so much for taking time to help me. I uninstalled BitDefender and you were correct. Backup is able to complete the process now. I use the retail version of BitDefender on three computers here at home and hadn't yet moved one registration of the retail version to this newer computer. I was in the process of installing my programs before closing down the old computer and wanted some virus protection until the move was complete. I never would have suspected the issue was caused by this program as all my programs work with the retail version of BitDefender on the other computers. Either I've somehow corrupted a driver of this free version or perhaps it is a bit different when compared to their registered software. My sincere thanks once again for your most helpful assistance. It is very kind of you to take time to help me. ... Mary

**axe0** · 12 Apr 2018

Hi Mary,

I don't believe it to be a corrupted driver, I believe it to be due to a bug in the driver because each crash was caused by the same course of action.

Anyway, you're welcome :)