BSOD when trying to attach files to a new Outlook 2010 email

[AussieLes]

Hi,
I have looked at a few similar posts on this, but the suggested actions have not fixed my issue. Hoping for some help here, please.

I have a client machine; Aspire X3900 running MS Windows 7 Pro 64 bit. We get a blue screen of death BSOD In MS Outlook 2010 when trying to add an attachment to an outgoing email, literally:
- open new email
- attach
- try and open a folder or attach a doc

Client reckons they have not installed any updates, new gear or made changes. I wonder if some Windows Updates may have been applied though.

MAIN PROB IS TRYING TO STOP BSOD WHEN TRYING TO ATTACH A FILE TO A NEW EMAIL

Error is:
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 3081

Additional information about the problem:
BCCode: 1e
BCP1: FFFFFFFFC0000005
BCP2: FFFFF8800808FC70
BCP3: 0000000000000000
BCP4: 0000000000000000
OS Version: 6_1_7601
Service Pack: 1_0
Product: 256_1

I've tried uninstall MyWinlocker but prob remains

Confusing in this is Windows tries to apply two critical updates. When these install the system gets BSOD on startup.
Safe start works OK
I can then do a restore and get back to where I was in trying to fix initial error, though on next start Windows Update again tries to install the critical updates and we go round in a circle. The updates are mandatory applied when trying to do a shutdown.
The updates causing this issue are KB2898869 and KB2901126

I've run Acer Updater and it finds no updates to apply for this model.
Even so, from Acer site I've applied latest Intel LAN drivers and also he nVidia VGA and audio drivers.

I've run Registry Repair and also Norton Utilities 16 for registry repair. No Change to symptoms.

I have a couple of the system dump files, in attached zip file.

So, I reckon it is a driver, yet no idea which one or the fastest easiest way to find and remove it.

Quite happy for all serious help. Thanks

 

[derekimo]

Hi there,

Your dumps are pointing to Kaspersky,

nable to load image \SystemRoot\system32\DRIVERS\kl1.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for[COLOR="Red"] kl1.sys[/COLOR]
*** ERROR: Module load completed but symbols could not be loaded for kl1.sys

Driver Reference Table - kl1.sys

For the time being, try uninstalling that and install Microsoft Security Essentials which we know does not cause BSOD's.

For this,

The updates are mandatory applied when trying to do a shutdown.

You can disable that following this tutorial,

http://www.sevenforums.com/tutorial...enable-disable-install-updates-shut-down.html

The mention of registry repair is a red flag, those programs are usually more harm than good.

You also mention Norton, I hope there isn't more than one active Anti-Virus on there as well.

We prefer you follow these instructions when uploading the dumps and other info,

http://www.sevenforums.com/bsod-help-support/96879-blue-screen-death-bsod-posting-instructions.html

 

[AussieLes]

Hi DerekIMO,
Many thanks for your reply!

Correct, there is no Norton AV installed. I did run the Remove Tool just in case before my earlier post.

Another site suggested that Kaspersky might have probs with the Security log. In this machine Security log was set to 20MB and to overwrite.
I tried "save & clear" which saved OK, then immediately gave me a BSOD

So I uninstalled Kaspersky using their Remove utility, rebooted, checked Kaspersky was not running, went into Outlook, created a new email and tried attaching a file. When I clicked on a folder I still got BSOD

New dump files attached
http://1drv.ms/1fKcplM

Also added to this post a Seven Forums GRAB ALL zip file SF_07-03-2014.zip

Still must be a driver clashing?

Regards,
Les

 

[derekimo]

You're welcome Les,

Your two latest dumps are pointing to this driver,

Intel Rapid Storage Technology

Unable to load image \SystemRoot\System32\Drivers\dump_iaStor.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for dump_[COLOR="Red"]iaStor.sys[/COLOR]
*** ERROR: Module load completed but symbols could not be loaded for dump_iaStor.sys

Driver Reference Table - iaStor.sys

start             end                 module name
fffff880`0184b000 fffff880`01967000   iaStor     (deferred)             
    Image path: \SystemRoot\system32\DRIVERS\iaStor.sys
    Image name: iaStor.sys
    Timestamp:        [COLOR="Blue"]Tue Oct 13 11:15:56 2009 [/COLOR](4AD4C3DC)
    CheckSum:         0006C526
    ImageSize:        0011C000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

You can see that one is from 2009, you can try updating it from here,

https://downloadcenter.intel.com/Se...="Intel+Rapid+Storage+Technology+(Intel+RST)"

Since there were only dump files in your last upload, I can't give a more specific version.

Can you try this method so it will also grab all the logs,

Additional information is required.

1. Download this .BAT file to your desktop

Download


2. Right-click the .BAT file and 'Run as Administrator'
3. Locate the .ZIP file created on your desktop, and upload it here in your next reply.

Also filling in your specs would help too,

Having a complete list of your system hardware specifications makes it far easier to troubleshoot issues. Use this to help gather that information:

System Info - See Your System Specs

 

[AussieLes]

Hi,
Thanks again Derekimo. I downloaded and installed the Intel Rapid Storage Tech drivers "STOR_Win7_8_8.1_12.9.0.1001.exe" for Win 7 64 bit.

Still get the exact same BSOD.

I downloaded, saved to the desktop, and ran (in Admin mode) the SF_Debug_Tool v1.3.3.bat, but get two occurrences of:
"Can't find script engine "VBScript" for script "C:|USers\Andrew\AppData\Local\Temp\TEMPmessage.VBS".

There is no output file saved to desktop.

So I've run the Grab All again and here is the zip file.

Here is a belarc file with the system specs

 

[derekimo]

Hi Les,

I'll give those a look right now, can I get you to edit your post above to remove the Belarc file.

Just for your own safety, because it has your product keys in it.

I can get the other info I need from your Msinfo file.

 

[derekimo]

Your latest one is also blaming the Intel driver,

Unable to load image \SystemRoot\System32\Drivers\dump_iaStorA.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for dump_[COLOR="Red"]iaStorA.sys[/COLOR]
*** ERROR: Module load completed but symbols could not be loaded for dump_iaStorA.sys

I do see it's updated though,

start             end                 module name
fffff880`01a56000 fffff880`01d0c000   iaStorA    (deferred)             
    Image path: \SystemRoot\system32\DRIVERS\iaStorA.sys
    Image name: iaStorA.sys
    Timestamp:       [COLOR="Blue"] Mon Oct 28 14:15:26 2013 [/COLOR](526ED3EE)
    CheckSum:         0009FA1B
    ImageSize:        002B6000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

Let's try this instead,

Remove Intel Rapid Storage Technology applications.

1. Uninstall it from Control Panel > Programs and Features.
2. Uninstall the driver from device manager:
- Right click on "my computer" icon and click "manage" on the context menu.
- In the "Computer Management" window that opens:
- Select "Device Manager" in the left pane, It will list all the existing devices.
- Expand "IDE ATA/ATAPI controllers" by clicking on the triangle in front of it.
- Select one Intel device item under it, right click, then uninstall.
- Repeat the process for all Intel items under "IDE ATA/ATAPI controllers"
3. Now restart the computer.
4. Once booted, Windows will auto configure the appropriate native system driver.

 

[AussieLes]

No go. Same again. I found and uninstalled one driver in Device Manager under "IDE ATA/ATAPI controllers".
Rebooted, it installed a new driver automatically, prompted for a reboot.

Then again tried Outlook, new Email, Insert file, Attach, click on a folder and boom, BSOD.

Ran bat file and have attached the result

 

[derekimo]

We are still getting the same driver again.

You said,

I found and uninstalled one driver in Device Manager under "IDE ATA/ATAPI controllers".

From the instructions above,

- Select one Intel device item under it, right click, then uninstall.
- Repeat the process for all Intel items under "IDE ATA/ATAPI controllers"
3. Now restart the computer.

Can you try that again.

 

[AussieLes]

no matter what I do it keeps installing an intel driver. current one is Intel(R) PCH SATA AHCI Controller, dated 13.10.2009 Ver 8.9.4.1004. I've have tried "uninstall and delete driver from system" too.

 

[AussieLes]

ok, managed to delete intel drivers (for IDE ATA/ATAPI controllers) and Windows installed native drivers.

Still get BSOD

latest dump files attached

is there some realistic blast approach to this? other than format & reinstall...

 

[derekimo]

There really is no blast approach to this, Your latest dump has little info and no particular driver is being flagged.

But in all your dumps there has been mentions of "LowMemoryEvent" so you can try testing your RAM,

   Information

MemTest86+

Run a minimum of 8 passes, preferably overnight, or until errors occur using MemTest86+.

Use this tutorial to help you use MemTest86+:
RAM - Test with MemTest86+

I also see Norton listed in a couple of your services, did you reinstall that?

What AV are you using right now?

 

[AussieLes]

Hi,
Yup, I installed a trial of Norton Tools 16 to check the registry.
Not running any AV whilst I try and fix the BSOD
Thing pointing away from memory is it only fails at specific points, such as Open Outlook, Open new Email, Insert, Attach, click on a file or folder.

Starting to look like a rebuild or replace.....

 

[derekimo]

I've just been doing some digging Les and there is a problem with this being disabled,

KSecPkg	ROOT\LEGACY_KSECPKG\0000	This device is disabled.

ksecpkg	KSecPkg	c:\windows\system32\drivers\ksecpkg.sys	Kernel Driver	No	Boot	Stopped	OK	Critical	No	No

Searching around, I found this,

Default Behavior

The KSecPkg service is a kernel driver. If the KSecPkg fails to load or initialize, the error is logged and the computer attempts to restart with the LastKnownGood configuration. If the LastKnownGood configuration fails, Windows 7 startup also fails, and the boot process halts with a Stop error. If you disable this service, Windows 7 will fail to start. Do NOT change this service startup configuration if your computer is working.

KSecPkg - Windows 7 Service - batcmd.com

ksecpkg.sys is a process used by your PC to open and execute ksecpkg.sys files that are required to run software and applications.

You can try the .bat file from that link above, I can't vouch for it personally so that is your decision.

If you want to try a http://www.sevenforums.com/tutorials/3413-repair-install.html that may be a safer option.

 

[AussieLes]

I've run the ksec bat, rebooted and tried Outlook attach again but no difference
Thanks for your help Derek and being there today.
Wish it had been an easier success!

 

[derekimo]

You're welcome Les, I wish it had been easier too.

Let us know how it goes.