BSOD in Windows 7 graphical interface, safe mode too

[Computerhelper]

Hello!

I am new to this forum(posting any way). I have read some earlier posts the last couple of days.

I help a client with a computer that BSODs at the windows graphical interface right after it has started which takes quite a long time, also in safe mode.

This makes it impossible to collect the minidump-file to post here basically.

First he could not display labels and one couldn't even read the text on task manager. He BSOD'd if he pressed Start. The Stop is 0x000000050(can't remember the number of zeros). After running the "repair"-option after pressing F8 at the start of the computer, we were able to see the start button and labels etc, also the text on the task manager. This stop mentioned win32k.sys.

but now instead he BSOD'd with another stop code: 0x00000003b. I have tried to run "pkgmgr /ip /m:[location]" to install a hotfix I found for this error(KB2359223), but it doesn't seem to install this package for some reason.

His computer is a Samsung NP-R580H laptop. He says he can run 64-bit IE so I assume his win 7 home must be 64 bit.

After the Stop 3b, we can some times see the error 0x00000019, bad_pool_header, but not always.

I have wanted to rename his win32k.sys from the command-prompt, but it says I'm not allowed to do that(not permitted) and I didn't want to give him "full rights" of the whole System32-folder, which I believe would let him change the name of this file so it could be replaced? I have done this on XP, but not from the command prompt.

His computer takes 15 mins to start.

"sfc /scannow" have said there were errors that it could not repair. Have run it 3 times today and 1 time before(that time with no errors strangely).

Would appreciate help...

 

[Dinesh]

1. Boot to System Recovery Options

2. Then run Start-up Repair.

Let us know if you're then able to boot to desktop.

 

[Arc]

Hello!


I have wanted to rename his win32k.sys from the command-prompt, but it says I'm not allowed to do that(not permitted) and I didn't want to give him "full rights" of the whole System32-folder, which I believe would let him change the name of this file so it could be replaced? I have done this on XP, but not from the command prompt.

His computer takes 15 mins to start.

"sfc /scannow" have said there were errors that it could not repair. Have run it 3 times today and 1 time before(that time with no errors strangely).

Would appreciate help...

So it starts after a late, and as and when it starts, it BSODs?
Try SFC /SCANNOW : Run in Command Prompt at Boot at first.

If failed, boot to System Recovery Options as Dinesh suggested. Try Safe Mode with Command Prompt. In the command prompt .... enter the command ....

start msconfig

It will open the system configuration window, with the "general" tab selected. Click the "startup" tab. Click "Disable all" > Apply > OK.

Then try to boot again normally. Is it failing still?

If so, boot to System Recovery Options once again. Try Enable Boot Logging. It will create a file named ntbtlog.txt. Collect it and upload it. If you cannot do it within windows, Boot with a live Linux disc and collect it in a USB stick, use the usb stick in another computer and upload it. It is necessary.


http://www.sevenforums.com/tutorials/668-system-recovery-options.html​

 

[gregrocker]

In addition to performing the steps requested and reporting back results, continue working through Troubleshooting Steps for Windows 7

If Win7 becomes unstable then use these same steps for Troubleshooting Windows 7 Failure to Start.

I would rescue any files needed using Step 9, run the hardware tests, then start at Step 1.

 

[Computerhelper]

BSOD'd again....

I need a clarification. Which tab did you mean in "msconfig"? There is no option to "disable all" under the general tab, but one can do that under services and "startup"(2 other tabs).

Hm, I was sitting there looking at the different services in msconfig when I BSOD'd again... The page fault BSOD(0x50)... msconfig is graphical after all... win32k.sys was mentioned.

I did run the "Startup repair and it actually wrote that it could not repair this computer automatically. I scanned the files it showed about the repair attempt and I saw it wrote: "Root cause found: Unspecified changes to system configuration might have caused the problem"; "Error code = 0x490, "System files integrity check and repair".

 

[Arc]

STOP 0x00000050: PAGE_FAULT_IN_NONPAGED_AREA

Usual causes: Defective hardware (particularly memory - but not just RAM), Faulty system service, Antivirus, Device driver, NTFS corruption, BIOS (Source: Carrona.org)

I told you to go to this location: Startup tab> Disable all.

And follow Troubleshooting Windows 7 Failure to Start. as gregrocker suggested.

 

[Computerhelper]

Further clarification: I can startup without a problem(except for the sluggishness). It's that I BSOD directly once it's in graphical mode(normal or safe), that is the problem. This also happens without doing anything on the computer.

Can either of you answer my 2 previous questions in my first post about 1) how to rename the win32k.sys from the command prompt? and 2) why the pkgmgr would not install that hotfix I had found with the command I posted before?

I will try to enable logging soon enough and upload that file. Again though, it's not the startup that fails, it's right after.

I will try to disable his Avast and also try to run sfc /scannow again.

Tomorrow I will try to download win 7 home premium and try to make a windows repair.

Right now I have restarted windows using msconfig's option to only have the basic stuff(2nd option on the general tab). I did not know one could have msconfig on at the command prompt, cool!

 

[Dinesh]

On the recovery options, open command prompt and type chkdsk C: /r and press Enter.

 

[Arc]

Win32k is not a problem. When the crash itself cannot find any specific cause of the crash, it says that it is caused by win32k. You shouldnot rename or anything to win32k. Doing it will never help you.

Have you tried to switch the graphics from the Graphics card to the onboard graphics?

And, follow Troubleshooting Windows 7 Failure to Start. as gregrocker suggested. It should recover the error 0x490.

 

[gregrocker]

Right now I have restarted windows using msconfig's option to only have the basic stuff(2nd option on the general tab). I did not know one could have msconfig on at the command prompt, cool!

Uncheck everything in Startup tab, and then in Services tab after Hiding All MS services.

Only after determining if this has helped should you then add back your AV to see if it remains stable. Nothing else is needed to start with Win7. This is not XP.

If this is still the bloated Samsung preinstall larded with sponsored bloatware and duplicate utilities that smother Win7, then I would Clean Reinstall - Factory OEM Windows 7 to get native Win7 performance. At the minimum I'd Clean Up Factory Bloatware

 

[Computerhelper]

sorry...

Arc, I'm sorry, you DID write "startup" tab indeed. I saw when I looked back. I will do that. I actually got the computer to be stable the longest thus far without crashing in normal windows and it started much faster as well using that 2nd option in the general tab in msconfig. I'm quite amazed! "the longest" means that I could open the start button and press control panel. Once I pressed "System" to try to get somewhere I BSOD'd again(3b).

gregrocker etc., I looked at those win7 suggestions, but the first didn't really apply as his win 7 starts. I have backed up all his private images and videos etc. the other day.

OK, but I know the hotfix for 3b that I downloaded contains a new win32k.sys... I also know I had some problem in the past that I actually solved by renaming my win32k.sys as far as I can recall. but it was a long time ago and not the exact same problem...

I have not had time yet to do all the suggestions. will do so though.

Thanks everyone that has answered so far!

 

[Computerhelper]

Dinesh. I have today run "chkdsk C: /f /r".

gregrocker, he actually wants to do a clean sweep/install of win7 too if I can't fix this so I will if so.

 

[gregrocker]

If Win7 is stable enough to work from desktop then perform these Troubleshooting Steps for Windows 7.

I would save the Samsung Recovery partition and check if Recovery media was made first since that brand can be problematic getting some functions to work correctly even when the Downloads for them are provided on the Downloads webpage for your model. Read the Special Note to Samsung Owners at end of Clean Reinstall - Factory OEM Windows 7.

 

[Arc]

A look at your crash dumps will be a good way, too. If possible, follow the Blue Screen of Death (BSOD) Posting Instructions, too.

 

[Computerhelper]

Files

Hi!

I have tried different things and also collected both the ntblog-file + the latest minidump-file. How many dump-files do you want? Have maybe 20 in there since the 4th of february.

It has kept slightly more stable in windows in the way I described earlier, but not stable enough to get anything done in windows.

What's interesting is that when I chose to have "normal start" in msconfig and then select "deactivate all" in startup tab I got a new stop! 1e this time, again referring to win32k.sys

He has not made a samsung recovery save previously unfortunately, which is why I don't want to just make a clean install of win 7, but he wants that now.

So, in total 4 stop-messages all pointing to win32k.sys... Again, could someone help me with the pkgmgr-command and tell me why it does not work? I wrote "pkgmgr /ip /m:C:\ExtractedMSU\Windows6.1-KB2359223-x64.cab" but it does not seem to install, why? This addresses the stop 3b and I feel it could really help me so I'd appreciate if someone could help me with that. This hotfix couldn't be only for amd-cpu's right?

Both my Startup repair and sfc /scannow have encountered problems not being possible to resolve. Startup repair wrote "Error code = 0x490, "System files integrity check and repair".

 

[Computerhelper]

btw, he has Windows 7 home premium(64 bit). Can I use a windows 7 pro disc to either try to repair his install or install fresh using his own key(selecting his OS first of course)?

 

[Computerhelper]

Just ran sfc /scannow and it said some damaged files were found that could not be repaired. I figured I could send the log of that to you too.

 

[Arc]

fffff880`04082b28  fffff880`01315b14Unable to load image \SystemRoot\system32\DRIVERS\iaStor.sys, Win32 error 0n2
[COLOR=Red]*** WARNING: Unable to verify timestamp for iaStor.sys
*** ERROR: Module load completed but symbols could not be loaded for iaStor.sys
 iaStor+0x4fb14[/COLOR]
--------------------------------------------------------------------------------------------------------------
fffff880`012c6000 fffff880`014ce000   iaStor   T (no symbols)           
    Loaded symbol image file: iaStor.sys
    Image path: \SystemRoot\system32\DRIVERS\iaStor.sys
    Image name: iaStor.sys
    Timestamp:        Sat Nov 21 04:39:41 2009 (4B0721B5)
    CheckSum:         00085D2F
    ImageSize:        00208000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

See some info about it: What is the iastor.sys file?

Do you use RAID? If so, update iAstor.sys, download and install this one only.

If you dont use RAID, uninstall it. First uninstall Intel Matrix Storage/Intel Rapid Storage in Contorl Panel > Programs and Features. Then get rid of intel rapid storage from the device manager. .

1. Right click on "my computer" icon and click "manage" on the context menu.
2. It will open the "computer management" window.
3. Select "Device Manager" in the left pane, It will list all the existing devices up.
4. Expand "IDE ATA/ATAPI controllers" by clicking on the triangle in front of it.
5. Select one item under it, right click, uninstall.
6. Continue the process for all items under "IDE ATA/ATAPI controllers"
7. Now restart the computer. At restart, windows will auto configure the appropriate system driver.

Have a look ... this is a driver present in your system, but not loading, absolutely failing:

fffff880`01a8e000 fffff880`01ab5000[COLOR=Red]   Impcd.sys[/COLOR]
    Timestamp: unavailable (00000000)
    Checksum:  00000000
    ImageSize:  00027000

It is Intel Turbo Boost Technology Driver. Description here: Driver Reference Table - Impcd.sys. Best you uninstall it, too.

Some information about the BIOS.

BiosMajorRelease = 8
BiosMinorRelease = 0
BiosVendor = Phoenix Technologies Ltd.
BiosVersion = 08JB.M032.20100331.hkk
[COLOR=Red]BiosReleaseDate = 03/31/2010[/COLOR]
SystemManufacturer = SAMSUNG ELECTRONICS CO., LTD.

If possible, plan to update it.

Let us know the situation after applying the changes. Also, if there are further crashes, post it following the Blue Screen of Death (BSOD) Posting Instructions.

 

[Computerhelper]

Arc, thanks a lot!

As I understand it, he uses raid on his NAS he has, but not on the computer itself as it is only a normal HDD on his Samsung laptop divided into 2 250 GB-partitions roughly.

I cannot go to "Programs and Features" without crashing I am fairly certain. I have been able to press "System" in the control panel, but then crashed. Can I uninstall Intel Matrix Storage/Intel Rapid Storage in any other way?

Does he need that on the computer to access the RAID-storage on the NAS? I am not so good at RAID...

How do I uninstall "Intel Turbo Boost Technology Driver" from the command prompt?

Remember, even my msconfig crashes fairly quick even if I often can apply some change before it does so.

I am always nervous about flashing BIOS, but will try to do that too later.

He wants me to try until tomorrow night(like in 24 hours), otherwise reinstall Windows he feels.

 

[Arc]

http://www.sevenforums.com/tutorials/272460-programs-uninstall-using-command-prompt-windows.html

You may try it.

As you can use msconfig for a very shirt time, open it, click the "services" tab. Check the box "Hide all Microsoft services" and then press "Disable All" , apply and OK. It will disable all other services including the intel services.

Now you should use it at a bit stable.

Then, uninstall the two intel programs, which are historically old.