I got a BSOD after try to do a clean start up and going to youtube

[phantomx60]

Hello, I tried to do a clean start up , after I did, one step suggested to see if my problem was resolved, which was my laptop freezing youtube on chrome, so I switched to firefox and the problem seemed to be gone. But now occasionally my laptop still freezes. So after going on youtube to see if the laptop froze, it didn't freeze but instead I got a BSOD, and now I am here. Any help for this issue is appreciated and please be patient with me as I follow your guidance in resolving this issue. I have also included the dump files.

 

[essenbe]

Hello phantomx60, I will see if I can help. First, please tell me why you ran a clean startup and how you set it up to run. A clean startup stops some services from running. So, depending on what you selected, some services were not running and if you try to use them, they wont work. This is what your dump file says.

Use !analyze -v to get detailed debugging information.
BugCheck 19, {20, fffffa800a9643e0, fffffa800a964400, 4020015}
*** [COLOR=red]WARNING: Unable to verify timestamp for mwac.sys[/COLOR]
*** ERROR: Module load completed but symbols could not be loaded for mwac.sys
[COLOR=red]Probably caused by : fwpkclnt.sys[/COLOR] ( fwpkclnt!FwpsConstructIpHeaderForTransportPacket0+20a )
Followup: MachineOwner

What I suspect happened is Malwarebytes (mwac is Malwarebytes web access control) blocked fwpkclnt which is an important part of the operating system and controls many things such as internet connection and firewall. That is what caused the crash. Malwarebytes is a good program, but you are running Malwarebytes and AVG at the same time. In many cases Mbam will run well with other anti virus programs. But some anti virus programs do not tolerate another AV program running at the same time. What I would suggest you do is stop the real time protection of Malwarebytes and use it as an on demand scanner.

I would also like you to disable clean boot and enable all services, so it will run as normal. If you get a BSOD, it will tell me more.

 

[phantomx60]

Ok, thanks for the help, I have removed AVG and replaced it with Avast's free AV, and kept MalwareBytes. Also I have enabled all services again. I did the clean start up as a possible solution to my laptops freezing problem, fustratingly it froze as I was writing this . Any recommendations on another AV with a good firewall and any other possible solutions to my freezing laptop issue?

 

[essenbe]

Please open an elevated command prompt ( click start, type cmd in the search box, right click on the cmd entry and select run as administrator) in the black box that opens, copy/paste sfc /scannow. If you decide to type it, notice the space between the sfc and the /. It is a system file checker which will scan your system files and attempt to correct any missing or corrupt files. What we want are the results to say windows found no integrity violations. If it says files were found but could not be repaired, close the box, reboot and run it again, after opening the administrative command prompt. You may have to reboot and run it three times for it to repair all system files. If it can't repair them after 3 reboots, let us know.

 

[phantomx60]

Ok, wil do and I'll let you know the results.

 

[phantomx60]

Ok I ran the sfc/scannow and I didn't find any integrity violations

 

[essenbe]

Do you have the Installation disk, in case you need to do a clean install?

 

[essenbe]

phantomx60, you also have Norton installed. Please uninstall it and the run the Norton Removal tool https://support.norton.com/sp/en/us/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us

 

[phantomx60]

I do not have an installation disc , and why should I remove norton?, what av should I replace it with , that does have a good firewall if I uninstall it ?

 

[essenbe]

phantomx60, First, so far as I am aware you have had AVG, Norton, Avast and Malwarebytes installed. It will almost always cause problems if you have more than 1 real time AV running. You have 2 or 3 programs competing to do the same thing. Them fighting each other is always a problem.

In the second place, Norton is a known cause of BSODs and many other issues in Windows. You will find almost every BSOD Analyst I am aware of, will tell you to uninstall Norton any time they see it. I have nothing against Norton/Symantec. I just have solved numerous BSOD threads simply by uninstalling Norton. That being said, it is your computer and I am only making suggestions. You are free to do whatever you would like and use any program you want to.

 

[phantomx60]

Ah ok, thanks for the information, AVG and Norton are gone, what AV do you recommend I get that has a good firewall?

 

[essenbe]

Just as a test I would like you to install Microsoft Security Essentials (Microsoft Security Essentials - Microsoft Windows). I used it for years. But, it is the only AV that has never caused a BSOD. So, at least until we get you stable, use it and no other real time AV. You can keep Malwarebytes installed for an on demand scanner, but not real time.

You may want to do some online scans just to make sure

Scan with Kaspersky TDSSKiller:
Anti-rootkit utility TDSSKiller
Anti-rootkit utility TDSSKiller
ESET online scanner:
Free Virus Scan | Online Virus Scanner from ESET
Free Online Virus Scanner | ESET
Superantispyware
SUPERAntiSpyware | Remove Malware | Remove Spyware - AntiMalware, AntiSpyware, AntiAdware!

Superantispyware is a good program to install for on demand scanning. It, as the name implies is pretty much an anti spyware program and does a good job, if you can ignore their attempts to get you to buy the pro version. It's free though and does well. You may be surprised the first time you run it.

With any program you download, be aware of the 'Add Ons' they try to install with it. Just uncheck them and be sure to download the programs from the Author's web site only.

 

[phantomx60]

Ok thanks for the advice , I will try MS essentials now , also I my laptop froze again , any suggestions on this fustrating freezing issue?

 

[essenbe]

Ok, I'm getting confused now. When you talk about your computer, I look at 'My System Specs' at the bottom left of your last post. I am forced to assume that is what computer we are talking about. So, we need to fix that and talk about one computer at a time. That computer should be in your system specs at the bottom left of your post.

 

[phantomx60]

Yes, this is the same computer (laptop) , my laptop has an occassional freezing problem which is getting fustrating, also it had the bsod , which is why I posted this thread, I am not sure, but could these two be linked? So I was hoping after this bsod was resolved, which it may have been since I've hardly ever had bsods, I could get help with this freezing issue as it is getting annoying to deal with.

 

[essenbe]

Yes Sir, I will try to help you, even though this is pretty much a BSOD thread. They could very well be related. When you have the freezing issue, could you be very descriptive and tell me exactly what happens, how long it lasts, what you are doing and what programs you are using when it happens. Any information you could provide which may help narrow the cause down would be very helpful.

 

[phantomx60]

Ok, thanks for the help btw, ok so mostly it will happen when browsing on the internet, specifcally youtube. When the freezing happens, the screens freezes and I am unable to do anything, but to hard reboot (hold down the power button). I have noticed the hdd light turns off everytime my computer freezes. I used to use chrome regularly and it froze on chrome, so I thought switching to firefox would help, it somewhat did, the laptop froze less. But then it starts happening again on firefox, also I was running a scan with malwarebytes yesterday, and it froze then, I rebooted the laptop like I always and just shut it down until I could get help today.

 

[essenbe]

In Firefox, try disabling Hardware Acceleration. I believe you will find it in options > Advanced. See if that helps any.

If it doesn't help, try running Seatools for DOS on your Mechanical hard drive, if you have one. Run the short and long test. http://www.sevenforums.com/tutorials/313457-seatools-dos-windows-how-use.html#Part3

Let me know your results.

 

[phantomx60]

So far so good with the disabling of the hardware acceleration, I'll let you know if I get another freezing issue.

 

[essenbe]

OK, great news. I hope that solves your freezing issues. For some people, it does. Please keep me informed.