Tom_In_Training

My girlfriend brought her laptop to me today asking me to fix it after getting a BSOD. I'm not extremely intelligent when it comes to computers but i know my fair share. I have gone from forum to forum following steps on how to repair it and after trying each resolution it still comes up with a BSOD 4-5 seconds after the password screen loads. I can enter in Safe Mode and as far as I can tell its a minidump error. If you could please lend me a hand and possibly help me learn how to repair her computer I would be very Grateful.

Thanks,
Tom

TriggerFinger

If it BSODs just after log on... does that mean you cannot enter Windows anymore? If you can enter Safe Mode, it would be best to include the minidumps in your posts.

For now, try running Memtest86+ (via CD) to test the RAM, 1 stick at a time and alternating slots. Also run CHKDSK /R in Safe Mode command prompt.

jcgriff2

Hi -

Bugcheck 0x7e = system thread threw an exception. The exception here is 0xc0000005 = memory access violation.

Please follow suggestions made by Triggerfinger.

I think this is related to Interent Security package pre-installed on your system.

For collection of minidumps and system information that I need to process the dumps, follow THESE instructions. Attach resulting zip files to next post.

Regards. . .

jcgriff2

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Tom_In_Training

Sweet thanks I'm running the zip at the moment on my GF's laptop as soon as its finished I will attach it, I can't thank you both enough this has been a plague to me for a while now, it infuriates me not being able to repair something like this

Tom_In_Training

here is the zipped file, I couldn't get the Vista System Health Report to work because her laptop wont connect to my router in safe mode, it just wont pick up the network, I have it directly plugged in.

Attached Files

TSF_Vista_Support.zip (1.08 MB, 3 views)

jcgriff2

Hi -

Have to ask...
Were you in Safemode w/ Networking? Or just SafeMode?

For info - PERFMON (Health Rpt) does NOT require network access to run.

jcgriff2


EDIT:

- 21 total BSODs
- 20 < 24 hours
- 13 < 2 hours

It looks like the gaps occurred when you wanted a break from seeing BLUE on your screen.

Favor for me, please - check Reliability Monitor & see what was installed, updated, etc... around the time of the 1st BSOD - Sun Apr 12 2008 - 10pm (GMT-4).

START | perfmon /rel



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Tom_In_Training

just safe mode

jcgriff2

OK - no problem.

For future - there is a Safemode w/ Networking.

Didn't know you were on & I edited prior post - here is the EDIT -



- 21 total BSODs
- 20 < 24 hours
- 13 < 2 hours

It looks like the gaps occurred when you wanted a break from seeing BLUE on your screen.

Favor for me, please - check Reliability Monitor & see what was installed, updated, etc... around the time of the 1st BSOD - Sun Apr 12 2008 - 10pm (GMT-4).

START | perfmon /rel



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Tom_In_Training

I'm not so sure if I am doing something incorrectly or what but I opened up the reliability monitor and every tab says
"No events of the selected type are available for this time period. If you selected the complete date range, no events of the selected type are available."

jcgriff2

That's OK for now.

The dumps are running...

Did the batch script that you ran crash - or did you possibly stop it thinking it was hanging?

Did you run it using "RIGHT-CLICK" - Run as administrator?

JC

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Tom_In_Training

Im not sure whether or not it crashed, I waited and it looked like it was hanging and after 10 minutes there was nothing new so i went into the documents and zipped the TSF file and posted it, would you like me to run it again?

EDIT:
Yes i ran as administrator

jcgriff2

see my 2 PMs - 1 s/b there - the other on its way.

jcgriff2

Yes, please re-run batch script -- RIGHT-click, select Run as Administrator - very important.

Log shows prior run was only 2.5 minutes. It needs 5 minutes minimum - maybe 8 -10 minutes total. Just let it run.

As before, attach zip file to post. Dumps are still running here.

As mentioned, we go down in 3 minutes; back up 10-15 minutes after that.

jcgriff2

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Tom_In_Training

Hey here is the completed batch folder, sorry for wasting your time with the first one.

Tom

Attached Files

TSF_Vista_Support.zip (1.41 MB, 1 views)

jcgriff2

Hi Tom. . .

Never a waste of time. You are not the 1st to stop it.

1st thing to go is your old Norton installation (I believe it to be 2007/8 Symantec Endpoint). For example - 2 drivers:
These are 2 old for Vista SP1. Norton Internet Security is not a good product whatsoever to run with Vista. Same goes for McAfee, Kaspersky, etc... anything with a 3rd party firewall will have you back seeking BSOD help once again.

Download the Norton Removal Tool (NRT) and SAVE to desktop. Go to desktop, RIGHT-click on NRT, select Run as Administrator. Upon completion, re-boot.

Reset the Windows Firewall to its default settings -
START | type FirewallSettings.exe into the start search box | click on FirewallSettings.exe above | select the Advanced Tab | click on "Restore Defaults" | Click Apply, OK

NRT - ftp://ftp.symantec.com/public/englis...moval_Tool.exe

For anti-virus protection, use AVG 8 Free edition - many here use it. You can always un-install later.

AVG 8 - http://free.avg.com/download-avg-ant...s-free-edition

Any ?, please let me know.

I'll have some dump results when you finish. Post when it is finished.

Regards. . .

jcgriff2

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Tom_In_Training

Yeah quick question here, I downloaded the NRT and when going to run it, it asks me to remove Symantec AntiVirus 9 or later through add/remove programs, but when I go to do that i get an error message which reads...
"The Windows Installer Service could not be accessed. This can occur if the Windows Installer is not correctly installed."

any suggestions?

jcgriff2

OH... you're still in safemode, right?

Tom_In_Training

yes but with networking this time

jcgriff2

The Networking part is good - glad to hear Internet OK.

The dumps are still running, but so far they ALL point to Symantec (Norton) as the probable cause. What we're (actually YOU !!) are going to do is to disable Symantec using SysInternals AutoRuns - then you should be able to boot into Normal mode & use the program un-install to un-install it. The Windows Installer does not run in safe mode.

Go to your DOCS folder, RIGHT-click on AutoRuns - the one you downloaded - not the one you sent to me.

OR - download it again if easier - http://live.sysinternals.com/autoruns.exe

RIGHT-click, select Run as Administrator. You'll see "scanning..." on bottom left. It will take 20-60 seconds.

Let me know when that's done.

jcgriff2

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jcgriff2

Tom - servers here are somewhat slow tonight, so hang in there if reply not immediate. Keep refreshing your browser - hit F5. Let me know when you have AutoRuns up.