BSOD from Brand new Dell XPS L501

[LinkedInCoachZA]

Hi

Starting this morning our brand new Dell XPS L501 Laptop running Windows 7 Home Premium 64 bit has been giving us the dreaded BSOD. The machine will not go into the normal mode from startup so we went into the safe mode where we got a number of reports that we hope will be helpful.

I hope you can help me resolve this problem. The machine is basically unusable at this stage.

Please find attached the reports on the computer which have been zipped.

Regards
Bruce

 

[usasma]

10 BSOD's in one day!!!
All are STOP 0x51 (Registry errors)
All blame the kernel (core) of the OS - ntoskrnl.exe. Usually this isn't the problem - if it was you'd be having many more problems other than BSOD's.

FYI - I wrote this while searching the web, so it may seem a bit disjointed. Just follow the steps that I suggest and (if it doesn't work) post back and we'll see what else we can do.

MSINFO32 reports that your Security Processor Loader isn't installed - this is a security device and I find it missing most often when there is a virus infection. Please scan your system with an independent scanner to make sure your current protection hasn't been corrupted. Here's a link to some free, online scans: Free Online AntiMalware Scanners (read the details at the link) The registry errors (STOP 0x51) are becoming another sign of an infected system (and you have this error).

MSINFO32 also reports that your HiDefinition Audio device is disabled. Is this deliberate? If so, why?

If the system isn't infected, then I'd suggest trying a System Restore to a point several days ago. All of the memory dumps state that your registry is seriously corrupted - and System Restore should be able to take the system back to a time before the corruption occurred (as long as the system isn't infected).

Interestingly, sftlist.exe is the process that's running during each of these crashes. Normally the process name isn't significant - but I do find if the same process name is repeated over and over, that it bears looking into.

In this case, the problem program looks to be Microsoft Office Click-to-Run 2010. I'd suggest uninstalling it to see if it helps with the issues (if the system isn't infected).
From this entry in the Application log in Event Viewer:

Event[2976]:
Log Name: Application
Source: MsiInstaller
Date: 2011-03-31T03:01:50.000
Event ID: 1025
Task: N/A
Level: Information
Opcode: Info
Keyword: Classic
User: S-1-5-18
User Name: NT AUTHORITY\SYSTEM
Computer: Tapiwa-PC
Description:
Product: Microsoft Office Click-to-Run 2010. The file C:\Program Files (x86)\Microsoft Application Virtualization Client\sftlist.exe is being used by the following process: Name: sftlist , Id 3004.

BSOD BUGCHECK SUMMARY

[font=lucida console]
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 09:16:49.586 2011 (UTC - 4:00)
System Uptime: 0 days 0:01:33.194
BugCheck 51, {1, fffff8a000700010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 09:00:45.924 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:06.531
BugCheck 51, {1, fffff8a000849010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:57:45.805 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:03.039
BugCheck 51, {1, fffff8a000849010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:54:49.364 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:05.581
BugCheck 51, {1, fffff8a000846010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:52:06.319 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:03.926
BugCheck 51, {1, fffff8a0005f5420, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:49:09.836 2011 (UTC - 4:00)
System Uptime: 0 days 0:01:34.069
BugCheck 51, {1, fffff8a0006df010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:41:12.858 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:08.466
BugCheck 51, {1, fffff8a00063f010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:38:11.066 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:05.673
BugCheck 51, {1, fffff8a00063f010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:35:32.331 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:15.938
BugCheck 51, {1, fffff8a000636010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
Built by: 7600.16695.amd64fre.win7_gdr.101026-1503
Debug session time: Tue Apr 26 08:32:50.598 2011 (UTC - 4:00)
System Uptime: 0 days 0:02:05.205
BugCheck 51, {1, fffff8a000839010, 3baa000, 374}
Probably caused by : ntkrnlmp.exe ( nt! ?? ::NNGAKEGL::`string'+9b1a )
BUGCHECK_STR:  0x51
PROCESS_NAME:  sftlist.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
  
  [/font]

 

[LinkedInCoachZA]

Thank you so much for a very detailed and comprehensive response. I did a system restore after upgrading the Antivirus which had picked up a few things. You were very right about an infection. Since the system restore I have not had any BSOD. I am hugely relieved.