Solved BSOD on start up every 4 or 5 days - Toshiba laptop 3 mths old

[hkfish]

Hi,
I get the BSOD on a Toshiba Tecra R950 Laptop and need help interpreting the dump file. I cannot recreate the blue screen at will. It only happens when I start the machine up some mornings.
I've read it will get worse so I should do something about it while I am still in warranty.
The shop where I bought it from says they can't fix unless they can replicate the problem. Is this true? I've attached the file.
I can't identify anything in connection with the BSOD that I am doing, except I do notice sometimes that when I am using an Altec Lansing speaker the sound fading in and out. But BSOD doesn't happen at these particular times though.

Many thanks
hkfish

 

[koolkat77]

Welcome

Set the system to collect Small memory dumps following http://www.sevenforums.com/tutorials/174459-dump-files-configure-windows-create-bsod.html

Perform a clean boot: http://www.sevenforums.com/tutorial...ation-conflicts-performing-clean-startup.html and grab all with the SF diagnostic tool when you get a BSOD again

 

[hkfish]

Thanks koolkat77,
Do I have to perform a clean boot everyday? I don't get BSOD everyday.
Also, can I untick automatic restart as I won't know when I've had a BSOD otherwise?

 

[koolkat77]

No need for a clean boot everyday, the tutorial to troubleshooting applications at startup is just to identify which software is causing the BSOD at your start up.

 

[hkfish]

Just to let you know I am still waiting on another BSOD, haven't got one since..

 

[koolkat77]

That's nice

Update the thread if you get one.

 

[hkfish]

Hi, I've finally got another BSOD. When I did a restart though it went into windows ok without doing a repair. Switched it off and on again and restarted ok with no 2nd BSOD.

I've attached another grab for your information. I don't think I can trouble shoot because I'm not getting a 2nd BSOD though.

 

[koolkat77]

I will check the dump in a while.

Please bump the thread if I haven't replied in 24 hours.

 

[koolkat77]

Driver Description: Symantec /Norton
Driver Description: Norton Internet Security

fffff880`034e0678  fffff880`01421fd8Unable to load image SYMEVENT64x86.SYS, Win32 error 0n2
*** WARNING: Unable to verify timestamp for SYMEVENT64x86.SYS
*** ERROR: Module load completed but symbols could not be loaded for SYMEVENT64x86.SYS
 SYMEVENT64x86+0x21fd8

fffff880`034e0618  fffff880`04bd7ab8Unable to load image EraserUtilRebootDrv.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for EraserUtilRebootDrv.sys
*** ERROR: Module load completed but symbols could not be loaded for EraserUtilRebootDrv.sys
 EraserUtilRebootDrv+0x2ab8

Norton is causing the BSOD's for you. Please remove it using its removal tool from here: Uninstallers (removal tools) for common antivirus software - ESET Knowledgebase

We recommended Microsoft Security Essentials from a strict BSOD perspective. Is most compatible & provides most stability compared to other antivirus app/Internet Security Software.

• Microsoft Security Essentials, Free antivirus for windows
• Malwarebytes Anti-Malware Free
• Good and Free system security combination

   Warning

Do not start the free trial of Malware Bytes; remember to deselect that option when prompted.

Run a full scan with both (separately) once downloaded, installed and updated.
Perform a System File Check to check the integrity of all protected Windows 7 :

1. Click on the start rb:
2. Type CMD on Search
3. Left click and Run as Administrator
4. Type

   SFC /scannow

Full tutorial here:

• SFC /Scannow Command - System File Checker

Check your hard drive(s) for errors by running chkdsk

• Check your hard disk for errors
• http://www.sevenforums.com/tutorials/433-disk-check.html

Number down items at start-up. Keep only your anti-virus, this also improves the time for logging into windows.

• http://www.sevenforums.com/tutorials/1401-startup-programs-change.html
• http://www.sevenforums.com/tutorial...ation-conflicts-performing-clean-startup.html

Take memtest. Run for 8 passes and test each stick in a know good slot for an additional 6 passes.

• http://www.sevenforums.com/tutorials/105647-ram-test-memtest86.html

   Note

Pay close attention to part 3 of the tutorial in order to rule out the faulty stick.

   Information

Errors are sometimes found after 8 passes.

   Tip

Do this test overnight, before going to bed.

Let us know the results.

 

[hkfish]

Hi koolkat77,
I did all of the tests you've recommended except the RAM test. All is ok, I haven't got any errors that I could see. (I think Chkdsk corrected some things)
I tried to do the RAM test but I can't get my system to boot from CD drive. I changed the boot priority in BIOS to ODD but it is still booting from HDD. I entered it and hit save and exit but it still won't boot from CD. Is there anything else I can do?
Thank you!

 

[koolkat77]

Chkdsk corrected some things? Hmm

Upload a screenshot of your hard disk using CrystalDiskInfo:

• CrystalDiskInfo Standard Edition
• How to Upload and Post a Screenshot and File in Seven Forums

Make a hard drive test from the hard drive manufacturers website:

• Hard Drive Diagnostic Procedure

 

[hkfish]

Hi, I finally did the memtest which reported no errors. I can actually boot from CD - worked out I had to use F8 & F7 to change order of boot sequence not just selecting it doh. I ran the test overnight and was all ok in the morning.

The Crystal info is attached but the links for the toshiba hard drive diagnostics don't work for my machine.
I have windows 7 and the dos version doesn't appear to work on SATA drives.

So I just used the diagnostic tool that came installed with the machine. I got passes on the CPU, memory, display, network, usb, cd drive, and hard disk. Not sure if this tool is good enough though.

 

[koolkat77]

Looks fine. Any new BSOD;s?

Let us know if you have them.

 

[hkfish]

no new BSOD's yet, but it does take me 4 or 5 days to get one normally. So I'll have to wait awhile. Will keep you posted.

 

[koolkat77]

Alrighty then

 

[hkfish]

BSOD appears to be fixed

Hi koolkat77,
It's been awhile and I haven't had anymore BSOD's . I think you may have been spot on with Norton being the culprit. That is an eye opener because I was convinced that it was hardware problem as this is what I was advised to be most likely the cause by outside experts.
Since when does supposedly good software cause BSOD's?
Do you think three weeks is enough time to wait before closing the case - I am happy to wait longer to be sure.
Thank you very much
hkfish

 

[koolkat77]

You can allow some more time before closing the case.

For Norton you could ask them what to do about the BSOD's caused with their software: Norton Community - Norton Community

 

[hkfish]

Thank you koolkat77, I haven't had anymore BSOD's since taking your advice.
Kind regards
hkfish

 

[koolkat77]

Good to hear. Be sure to post here if you have problems in future

 

[hkfish]

Hi Koolkat77,
Just one last thing if you don't mind. When I uninstalled Norton internet security software and replaced with all the others I stupidly didn't realise I was loosing real time protection. As a result i caught the Trojan.Downloader.Dofoil virus which I removed via malwarebytes 2 hours later. (I just happened to run it 2 hours later)
As a result I want to upgrade to real time monitoring and was wondering is it ok to do with the 3 systems in that they are compatible and ok to run at the same time? The free versions didn't stop me catching the virus?
e.g. Malwarebytes
Superantispyware
Microsoft security essentials
Also do you think the virus has been fully removed?
many thanks
Karen