windows 7 crash

[dickreuter]

I have upgraded my Sony Vaio VGN-FZ31S to Windows 7 64 bit and it crashes about once every day without any error message. The entire system reboots.

The error usually occurs when i do the following:
- watching movies with iTunes
- scrolling around on PDF files

I have uploaded some dump files. Any advice is appreciated.

thanks
Nicolas

 

[usasma]

Looks to me like a problem with your Kaspersky.

Driver Removal and Reinstallation
Please do the following:
- download a fresh copy of the latest Win7 version of the program from the Kaspersky website
- locate your Kaspersky product key (in case you need it when you reinstall).
- uninstall the current version from your system
- install the freshly downloaded version
- check to see if you have any further BSOD's

The dump file blames R5U870FUamd64.sys - a component of the webcam on your system.

Driver Removal and Reinstallation
Please do the following:
- download a fresh copy of the latest Win7 version of the program for this driver from the Sony website. If there are no Win7 drivers, post back for further instructions on installing Vista drivers using Compatibility mode.
- uninstall the current version from your system
- install the freshly downloaded version
- check to see if you have any further BSOD's

Please update the following older drivers that were loaded when the crash occurred:

PxHlpa64.sys Fri Feb 02 16:24:22 2007
adfs.SYS     Thu Jun 26 16:52:37 2008
SSPORT.sys   Thu Aug 11 19:07:32 2005
nvlddmkm.sys Thu Aug 23 15:08:36 2007
RimSerial_AMD64.sys Mon Nov 24 12:01:01 2008
SFEP.sys     Fri Aug 03 01:35:53 2007
VSTAZL6.SYS  Wed Oct 15 20:53:42 2008
VSTDPV6.SYS  Wed Oct 15 20:57:45 2008
VSTCNXT6.SYS Wed Oct 15 20:52:22 2008
R5U870FLamd64.sys Tue Sep 04 05:01:44 2007
R5U870FUamd64.sys Tue Sep 04 05:01:41 2007

Once all that's done, post back if you get any further BSOD's

 

[dickreuter]

- I have reinstalled kaspersky (again) - OK
- There is currently no new version of the webcam driver available. Sony only provides Windows Visa driver. Please give instructions how to install it in compatibility mode. (in fact the only 64 bit drivers from sony are here: http://www.vaio-link.com/os/vista/64bit/)
- About all the other drivers, absolutely no idea where I should get an update for them

I had another crash. Please find attached the lastest minidump and I'd mbe most grateful if you could analyse this one as well.

thanks

 

[usasma]

Disable the webcam while we're troubleshooting. It's possible that there's an issue with the webcam itself (rather than the drivers). Also, there's no support on the Ricoh site (it's a Ricoh webcam "Visual Communication Camera VGP-VCC8 [R5U870]" as it's a discontinued product.

Here's the compatibility instructions - but please don't use them until we're finished troubleshooting:

Compatibilty Mode Driver Installation
1 - Download the latest driver from the manufacturer's website.
2 - Uninstall the current drivers using the Control Panel...Programs and features...Uninstall a program applet. Then verify that the driver/device has been removed in Device Manager
3 - Right click on freshly downloade driver installation file and select "Properties"
4 - Select the Compatibility tab - and do the following:
- Click on the "Change settings for all users" button
- Click on the box to select "Run this program in compatibility mode for" and then select Windows Vista Service Pack 1
- Click on the box to select "Run as administrator"
- Click on OK to exit all the dialogs
5 - Right click on the driver installation file and select "Run as administrator"
6 - Let it install and see if that stops the BSOD's.

Here's how to update drivers from the list we gave you:
- search Google for the names of the drivers listed
- compare the Google results with what's installed on your computer
- Once you figure out the manufacturer of the driver, visit the manufacturer's website in order to download the latest Win7 driver from there (don't use Windows Update or the "Update driver" thing in Device Manager).
- if you still can't figure it out, post back for someone to help in figuring it out.

This error says it's the webcam also - so disabling the webcam should solve the BSOD's. If that does the trick, then use the Compatibility installation method to install the latest Vista drivers.

Here's the summary of the memory dump file:

Built by: 7600.16385.amd64fre.win7_rtm.090713-1255
Debug session time: Mon Dec 21 18:52:41.207 2009 (GMT-5)
System Uptime: 0 days 17:08:27.096
BugCheck 3B, {c0000046, fffff800032fc7f8, fffff88009c5b0a0, 0}
*** WARNING: Unable to verify timestamp for R5U870FUamd64.sys
*** ERROR: Module load completed but symbols could not be loaded for R5U870FUamd64.sys
Probably caused by : R5U870FUamd64.sys ( R5U870FUamd64+3ba0 )
DEFAULT_BUCKET_ID:  VISTA_DRIVER_FAULT
PROCESS_NAME:  FlashPlayer.ex