Solved Bsod bad_pool_header

[BrandonVGNFW590]

Hi there. A few days ago my wife locked her computer with control+alt+delete, Lock this computer. Then she turned off her wifi. When she came back to the computer it had a black screen and she was unable to log back in to Windows. She did a hard restart and the BSOD appeared with the BAD_POOL_HEADER message. Since then I've been able to restart it in Safe Mode only. When in Safe Mode, I went into msconfig and reduced the apps and services that fire up on start up down to those from Microsoft, Intel, and Sony thinking that it might help but it hasn't. I tried using a repair disk but that didn't work.

I used the dm log collector to make the attached zip file. Any help would be greatly appreciated.

As an aside--November 2013 was the last time that her Windows updates installed successfully. Since then, they've failed to install. She tried manually installing the Windows updates but was unable to.

Also, for the past couple of years the screen would freeze once a week or so and she'd have to restart the machine to be able to use it again.

 

[Boozad]

All of your dumps are showing AVG as the cause of the problem. Uninstall AVG using the tool linked below and install MS Security Essentials and MalwareBytes.


Download

   Note

Make sure you uncheck the 'Enable Free Trial' box when installing.

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

Use !analyze -v to get detailed debugging information.

BugCheck 19, {22, fffff8a000a00000, 1, 0}

[COLOR=Red]*** WARNING: Unable to verify timestamp for avgldx64.sys
*** ERROR: Module load completed but symbols could not be loaded for avgldx64.sys[/COLOR]
Probably caused by : avgldx64.sys ( avgldx64+72d7 )

 

[NoelDP]

You appear to have a major problem with licensing...

(Have you EVER used Norton software on this machine?)
Please run the following commands, and post the results.


REG QUERY HKLM\SYSTEM\CurrentControlSet\services\spldr /S
REG QUERY HKLM\SYSTEM\CurrentControlSet\Enum\Root\LEGACY_SPLDR /S
REG QUERY HKLM\SYSTEM\CurrentControlSet\Enum\Root\Legacy_SLSVC
REG QUERY HKLM\SYSTEM\CurrentControlSet\Enum\Root\Legacy_SPPSVC

They may show something

Here are some instructions to make life easier
1) To open an Elevated Command Prompt Window (the ECP window), click on Start, All Programs, Accessories – then right-click on Command Prompt, and select Run as Administrator. Accept the UAC prompt.
2) To run the commands easier, highlight the block of commands, and right-click on the highlight – select Copy. In the CP Window, click on the black/white icon at top left – select Paste. The commands will run but may not complete the last command, so hit the Enter Key once.
3) To copy the results... click on the Black/White icon in the top left, and select Edit... 'Select All', and hit the Enter key - then use Ctrl+V or r-click+Paste to paste it into your response.

 

[BrandonVGNFW590]

Boozad, that worked! I used the download to remove AVG. After that, I was able to start Windows normally. Then, I removed a couple of other AVG programs that were left over. There was an installer that was being stubborn about being removed.

I installed Windows Security Essentials. After that, I was able to successfully install a backlog of 31 Windows updates.

I aslo installed Malwarebytes--it's running now.

I'm creating a back up disk now as well.

Thank you so much for your help!


NoelDP, I did as you instructed and here are the results. Do you see anything? Thank you for looking.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>REG QUERY HKLM\SYSTEM\CurrentControlSet\services\spldr /S

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\spldr
DisplayName REG_SZ Security Processor Loader Driver
ErrorControl REG_DWORD 0x3
Start REG_DWORD 0x0
Type REG_DWORD 0x1

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\spldr\Enum
0 REG_SZ Root\LEGACY_SPLDR\0000
Count REG_DWORD 0x1
NextInstance REG_DWORD 0x1


C:\Windows\system32>REG QUERY HKLM\SYSTEM\CurrentControlSet\Enum\Root\LEGACY_SPL
DR /S

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\Root\LEGACY_SPLDR
NextInstance REG_DWORD 0x1

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\Root\LEGACY_SPLDR\0000
Service REG_SZ spldr
Legacy REG_DWORD 0x1
ConfigFlags REG_DWORD 0x400
Class REG_SZ LegacyDriver
ClassGUID REG_SZ {8ECC055D-047F-11D1-A537-0000F8753ED1}
DeviceDesc REG_SZ Security Processor Loader Driver
Capabilities REG_DWORD 0x0

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\Root\LEGACY_SPLDR\0000\Control
ActiveService REG_SZ spldr


C:\Windows\system32>REG QUERY HKLM\SYSTEM\CurrentControlSet\Enum\Root\Legacy_SLS
VC
ERROR: The system was unable to find the specified registry key or value.

C:\Windows\system32>REG QUERY HKLM\SYSTEM\CurrentControlSet\Enum\Root\Legacy_SPP
SVC
ERROR: The system was unable to find the specified registry key or value.

C:\Windows\system32>


--Brandon

 

[Boozad]

Boozad, that worked! I used the download to remove AVG. After that, I was able to start Windows normally. Then, I removed a couple of other AVG programs that were left over. There was an installer that was being stubborn about being removed.

I installed Windows Security Essentials. After that, I was able to successfully install a backlog of 31 Windows updates.

I aslo installed Malwarebytes--it's running now.

I'm creating a back up disk now as well.

Thank you so much for your help!

Glad to hear all went well. You're in really good hands with Noel for the rest of your issues.

 

[NoelDP]

There should have been a lot more than 31 uodates to install! Do another Check for updates and see if more appear. If not, post the c:\windows\Windowsupdate.log file