Sony VAIO Laptop Blue Screen - Please Help

[tanveerafzal]

Hello
I bought Sony Laptop VAIO laptop in Jan 2012. right after one week, i start getting Blue screen. i call Sony tech support and they said i can send the laptop and they will check.. but look like its a software issue... can some one pl. help before i send it back to Sony for repair.

Here is my Spec

Its Windows 7 home Premium, service pack 1, 64 bit.
- the original installed OS on the system?
- an OEM or full retail version? OEM

- What is the age of system (hardware)? 2 month
- What is the age of OS installation (have you re-installed the OS?) 2 month

 

[JMH]

I see you have Norton.

Symantec is a frequent cause of BSOD's.
I would remove and replace it with Microsoft Security Essentials AT LEAST TO TEST

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20080710133834EN

Microsoft Security Essentials - Free Antivirus for Windows

 

[zigzag3143]

In addition to JMH's suggestions please update the following drivers

dne64x.sys    11/10/2008 8:01:24 PM        fffff880`0b6b1000    fffff880`0b6dd000    0x0002c000    0x4918d964                        
ArcSoftKsUFilter.sys    5/25/2009 3:27:31 AM        fffff880`0622e000    fffff880`06238000    0x0000a000    0x4a1a5673

How To Find Drivers:

- search Google for the name of the driver
- compare the Google results with what's installed on your system to figure out which device/program it belongs to
- visit the web site of the manufacturer of the hardware/program to get the latest drivers (DON'T use Windows Update or the Update driver function of Device Manager).
- if there are difficulties in locating them, post back with questions and someone will try and help you locate the appropriate program.

- - The most common drivers are listed on this page: Driver Reference Driver Reference
- - Driver manufacturer links are on this page: Drivers and Downloads

 

[torre]

Did you run the Sony VaioCare tools for analysis ?

http://www.sevenforums.com/general-discussion/216136-removing-crapware-new-sony-vaio-laptop.html


Check the above thread and note the post by gregrocker on removing bloatware.

Sony eSupport - Electronics

Also, check the Sony site.

 

[zigzag3143]

Removing bloatware may void your warranty

 

[torre]

Removing bloatware may void your warranty

Good point ! However, would be surprised if it were a driver issue. Sony site is best source for drivers.


What software have you added ?


Personally, I would adamantly try to get a new computer from either the dealer or Sony since it is only <60 days old.

 

[belinda502]

Hello
My problem also concerns a Sony Vaio. I have followed the instructions the the BSOD above and have uploaded a zip file. Basically I bought it in summer 2011. I had no problem for one year until I uploaded Norton Anti Virus after which the BSOD appeared on numerous occasions with Windows System Repair unsuccessful whenever I restarted the computer in normal mode. It operates on windows 7, service pack 1 and is 64 bit.

After two months I uninstalled Norton and reinstalled it and only got the BSOD twice in 2 months. However last week I activated Skype and got two BSOD's the following day.

I am not that computer savvy and purchased Norton because it was the only anti virus product in the PC World outlet I went to except for McAfee. That guy recently seems to have gone a bit AWOL so I didn't purchase that.

I would appreciate help on this.

Thank you
belinda

 

[belinda502]

Hi

I got an email notification of a reply from indianacarnie but when I clicked the link to follow it and any other replies no reply has come up. I have copied and pasted the reply below.

o read the original version and respond to this thread please go to the following link: http://www.sevenforums.com/showthread.php?t=218554&goto=newpost
Here is the message that has just been posted:
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Well for a start I would uninstall Norton's first thing. Use this : http://https://support.norton.com/sp/en/us/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us?product=home&version=1 Uninstalling AntiVirus programs can be tricky so its best to use their own dedicated tools. I recommend Avast (free) but others recommend MSE highly.
​

Anyway, after you get rid of Norton's, run a sfc /scannow to find and hopefully fix any corrupted system files. Heres a link on how to do that :http://http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html .

 

[belinda502]

Also the link given doesn't appear to be connecting
http://http/www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

 

[koolkat77]

Hi

Norton tends to cause BSOD-s. I would recommend uninstalling it with the Norton Removal Tool and replace with Microsoft Security Essentials To Test.

• Norton Removal Tool

Microsoft Security Essentials.

Recommended from a strict BSOD perspective, compatibility & stability compared to other antiviruses/internet security software. It is free and lightweight:-

• Microsoft Security Essentials - Free Antivirus for Windows
  • Malwarebytes : Malwarebytes Anti-Malware removes malware including viruses, spyware, worms and trojans, plus it protects your computer
    • http://www.sevenforums.com/system-security/206705-good-free-system-security-combination.html
    • How to Scan Your Computer With Multiple Antivirus Programs - How-To Geek

   Warning

:ar: 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:

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:

• http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

Disk Check on your hard drive for file system errors and bad sectors on it:

• http://www.sevenforums.com/tutorials/433-disk-check.html

Reduce items at start-up. Nothing except anti-virus is required plus improves the time for logging in windows.

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

BSOD BUGCHECK SUMMARY

fffff880`055f03b8  fffff880`03eec9f0Unable to load image \??\C:\Windows\system32\Drivers\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+0x269f0
fffff880`055f0028  fffff880`0469fab8Unable to load image \??\C:\Program Files (x86)\Common Files\Symantec Shared\EENGINE\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
fffff880`055f0358  fffff880`0495a2e0Unable to load image \??\C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_6.0.0.145\Definitions\BASHDefs\20130116.013_41c\BHDrvx64.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for BHDrvx64.sys
*** ERROR: Module load completed but symbols could not be loaded for BHDrvx64.sys
 BHDrvx64+0x1372e0

Description:

1. Driver Reference Table - BHDrvx64.sys
2. Driver Reference Table - EraserUtilRebootDrv.sys
3. Driver Reference Table - SYMEVENT64x86.SYS

You may want to contact the Norton Community - Norton Community for further assistance.

 

[belinda502]

Hi,
I tried to perform a Sytem File Check and when I typed it in the following message came back:_

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>sfc\scannow
The system cannot find the path specified.

C:\Windows\system32>

 

[koolkat77]

I've requested for more help, please wait.

 

[NoelDP]

It looks to me like you missed the space between command and switch....

SFC<space>/SCANNOW

 

[belinda502]

Hi,
I have tried most of the options suggested on this forum except reducing items at startup because I am not sure which programmes to deselect.
I did a System file check and it just said there were no integrity violations.
I got onto Norton Community and uploaded the contents of the BSOD screen which only occurred when I started the computer. They gave me a link to a Microsoft Knowledge base article at http://support.microsoft.com/kb/979444 which in turn led me to the following hotfix :- http://hotfixv4.microsoft.com/Windows%207/WindowsServer%202008%20R2/sp1/Fix302249/7600/free/404162_intl_x64_zip.exe
I downloaded this Hotfix and got no BSOD for a week when I got another one. The contents of the BSOD screen I got after one week were as follows:-
A problem has been detected and windows has shut down to prevent damage to your computer.
APC_INDEX_MISMATCH

If problems continue disable or remove any newly installed hardwear or softwear. Disable BIOS memory options such as caching or shadowing. If you need to use safe mode to remove or disable components, restart your computer press F8 to select advanced start-up options and then select safe mode.
Technical Information
***STOP: 0 X 00000001 (C 0 X 000000007798172A, 0 X 0000000000000000, 0 X 00000000FFFF0000, 0 X FFFFF88003277B60)

Collecting data for crash dump…
Initializing disk for crash dump…
Beginning dump of physical memory
Dumping physical memory to disk: 100
Physical memory dump complete
Contact your system administrator or technical support group for further assistance.

Anyway after this happened I decided to remove Norton finally using the Norton Remover tool and I installed Microsoft Security Essentials, did a virus check which was clear but when I shut down the computer I got another BSOD screen the contents of which were as follows:-
DRIVER_IRQL_NOT_LESS_OR_EQUAL
If problems continue disable or remove any newly installed hardwear or softwear. Disable BIOS memory options such as caching or shadowing. If you need to use safe mode to remove or disable components, restart your computer press F8 to select advanced start-up options and then select safe mode.
Technical Information:
xxxStop: 0x000000D1
COXFFFFF88006D0D205, OX000000000000000X2, 0X0000000000000008, 0XFFFFF88006DOD205
+++ArcSoftKSUFilter.sys-Address FFFFF88006D0D205 base at FFFFF88006DO6000, D atestamp 4a1a5673
+++ArcSoftKSUFilter.sys-Address FFFFF88006D0D205 base at FFFFF88006DO6000, D atestamp 4a1a5673
This BSOD kept hanging so I had to turn off the computer eventually without generating a dump file.
I then did a hard drive check on my ‘c’ drive which has no errors. I am trying to do one now on my external ‘e’ and ‘d’ drives but when I typed in “chkdsk e” into the command prompt, it said ‘Access Denied as you do not have sufficient privileges, you have to invoke this utility running in elevated mode’. Could someone tell me how I get around this so that I can check these external drives.
I should also mention that while I was downloading the file from Windows Seven Forums to upload a zip file for a bug check, I got another BSOD file which read:-
The IO Manager has detected a violation by a driver that is being verified.
Technical information
+++Stop: 0x000000C9
COX0000000000000224, 0XFFFFF880031E8710, 0XFFFFF9807A4BA9D0, 0XFFFFFFFFC00000BB)
+++HIDCLASS.SYS – Address FFFFF880031E8710 base at FFFFF880031E6000, datestamp 4ce7a665
From some of the BSOD screens I’ve been getting, I’m wondering if it could be a driver problem. I checked my device drivers on windows and they are updated automatically and are apparently in working order.
Any help much appreciated.
Belinda502

 

[NoelDP]

Please run the SFC scan and post the results.

 

[belinda502]

These are the results of the SFC scan:-

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Windows\system32>sfc /scannow
Beginning system scan. This process will take some time.
Beginning verification phase of system scan.
Verification 100% complete.
Windows Resource Protection did not find any integrity violations.
C:\Windows\system32>

 

[NoelDP]

You had better start a new thread of your own - I hadn't realised that this wasn't your thread.

Please include all your problem details, and follow the SF http://www.sevenforums.com/crashes-debugging/96879-blue-screen-death-bsod-posting-instructions.html and post the results.