new toshiba laptop bluescreen error. OS Version: 6.1.7600.2.0.0.768.3

2900 Views 14 Replies 2 Participants Last post by usasma, Jul 24, 2010

cdh5

Discussion Starter · Jul 2, 2010

Hi, my new(1 week old) toshiba laptop crashes occasionally. while I am downloading and playing WOW.
I notice that the sound freezes in a short loop until the laptop reboots itself.

this is the message that appears, Problem signature:
Problem Event Name: BlueScreen
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 1033

Additional information about the problem:
BCCode: 116
BCP1: FFFFFA800496D4E0
BCP2: FFFFF8800823CE40
BCP3: 0000000000000000
BCP4: 000000000000000D
OS Version: 6_1_7600
Service Pack: 0_0
Product: 768_1

Files that help describe the problem:
C:\Windows\Minidump\070210-26894-01.dmp
C:\Users\CDH\AppData\Local\Temp\WER-76892-0.sysdata.xml

Status: Not open for further replies.

1 - 15 of 15 Posts

usasma

· #2 · Jul 4, 2010

Stop 0x116's are a fairly straight forward error - follow the suggestions here for starters: http://www.sevenforums.com/crash-lo...op-0x116-video_tdr_error-troubleshooting.html

As stated in the above link, if all the tests don't fix it, then you'll have to try a new video card. As this is a laptop, then there won't be much else that you can do.

As it's only a week old, if you figure out that it's a hardware issue - take it back for an exchange. But don't wait for long as each state has different rules for how long you're entitled to an exchange - and if you miss the exchange period you'll be in for a long wait while it's repaired.

BSOD BUGCHECK SUMMARY

Code:

[font=lucida console]
Built by: 7600.16539.amd64fre.win7_gdr.100226-1909
Debug session time: Fri Jul  2 10:28:58.820 2010 (UTC - 4:00)
System Uptime: 0 days 0:33:43.975
BugCheck 116, {fffffa800496d4e0, fffff8800823ce40, 0, d}
*** WARNING: Unable to verify timestamp for igdkmd64.sys
*** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys
Probably caused by : igdkmd64.sys ( igdkmd64+1ce40 )
BUGCHECK_STR:  0x116
PROCESS_NAME:  System
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
  
  
 
[/font]

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cdh5

Discussion Starter · #3 · Jul 18, 2010

thanks, I thought the problem was fixed with the nvidia driver update,
the graphics response is a lot better. just got another bsod today.
do you think it is a similar issue?
the .dmp file is locked (tries to open when attaching) and a copy i tried to make of it is an invalid attachment. do you have any advice how to attach ?

Additional information about the problem:
BCCode: 50
BCP1: FFFFF8A10EA32F0F
BCP2: 0000000000000000
BCP3: FFFFF80002EED0D9
BCP4: 0000000000000005
OS Version: 6_1_7600
Service Pack: 0_0
Product: 768_1

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usasma

· #4 · Jul 18, 2010

Copy the dump file to your Desktop (or to the Public Documents folder) and it should be copyable from there.

The STOP 0x50 error can be almost anything. We'll have to have a look at it in order to decide how to proceed.

cdh5

Discussion Starter · #5 · Jul 19, 2010

ok, it's zipped, that seems to work.

usasma

· #6 · Jul 19, 2010

Please try uploading it again.
There's a problem with what you've uploaded.

cdh5

Discussion Starter · #7 · Jul 19, 2010

here it is again.

usasma

· #8 · Jul 19, 2010

Still can't open it.
Try opening it yourself - follow these directions: http://www.carrona.org/dbgrpt.html

Then, try running Driver Verifier according to these directions:

Code:
Using Driver Verifier is an iffy proposition. Most times it'll crash and it'll tell you what the driver is. But sometimes it'll crash and won't tell you the driver. Other times it'll crash before you can log in to Windows. If you can't get to Safe Mode, then you'll have to resort to offline editing of the registry to disable Driver Verifier.

So, I'd suggest that you first backup your stuff and then make sure you've got access to another computer so you can contact us if problems arise. Then make a System Restore point (so you can restore the system using the Vista/Win7 Startup Repair feature).

Then, here's the procedure:
- Go to Start and type in "verifier" (without the quotes) and press Enter
- Select "Create custom settings (for code developers)" and click "Next"
- Select "Select individual settings from a full list" and click "Next"
- Select everything EXCEPT FOR "Low Resource Simulation" and click "Next"
NOTE: You can use Low Resource Simulation if you'd like. From my limited experimentation it makes the BSOD's come faster.
- Select "Select driver names from a list" and click "Next"
Then select all drivers NOT provided by Microsoft and click "Next"
- Select "Finish" on the next page.

Reboot the system and wait for it to crash to the Blue Screen. Continue to use your system normally, and if you know what causes the crash, do that repeatedly. The objective here is to get the system to crash because Driver Verifier is stressing the drivers out. If it doesn't crash for you, then let it run for at least 36 hours of continuous operation (an estimate on my part).

Reboot into Windows (after the crash) and turn off Driver Verifier by going back in and selecting "Delete existing settings" on the first page, then locate and zip up the memory dump file and upload it with your next post.

If you can't get into Windows because it crashes too soon, try it in Safe Mode.
If you can't get into Safe Mode, try using System Restore from your installation DVD to set the system back to the previous restore point that you created.

If that doesn't work, post back and we'll have to see about fixing the registry entry off-line:

Code:

Delete these registry keys (works in XP, Vista, Win7): HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management\VerifyDrivers HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management\VerifyDriverLevel

More info on this at this link: http://support.microsoft.com/?kbid=244617&sd=RMVP

cdh5

Discussion Starter · #9 · Jul 19, 2010

wherever I got this dmp file from is gone. so I removed the .txt from the original on my desktop & zipped.
I rechecked the stickies and ended up with this instead of a minidump directory.
hope it helps ...

cdh5

Discussion Starter · #10 · Jul 19, 2010

here are two more. these are new from the minidump directory.

usasma

· #11 · Jul 19, 2010 (Edited)

Got 'em. Running the dump files now....

I'm finding traces of srtsp64.sys in the dump files - and this is related to your Norton/Symantec protection (and has been known to cause issues).
Start with this:

Anti-Virus Removal:
Please do the following:
- download a free antivirus for testing purposes: http://www.carrona.org/freeav.html
- uninstall the Norton from your system (you can reinstall it, if so desired, when we're done troubleshooting)
- remove any remnants of Norton using this free tool: http://service1.symantec.com/Suppor...st.php?do=editpost&p=2811736/2005033108162039
- IMMEDIATELY install and update the free antivirus
- check to see if this fixes the BSOD's

I'd also suggest replacing your Intel video drivers with a fresh copy from the Toshiba Support/Download website - because they are mentioned in one of the memory dump files. Please note that this was a STOP 0x116 error - and there's more to do with it here: http://www.sevenforums.com/crash-lo...op-0x116-video_tdr_error-troubleshooting.html

BSOD BUGCHECK SUMMARY

Code:

[font=lucida console]
Built by: 7600.16539.amd64fre.win7_gdr.100226-1909
Debug session time: Mon Jul 19 14:02:39.288 2010 (UTC - 4:00)
System Uptime: 0 days 0:39:22.771
BugCheck 50, {fffff8a10f6378ac, 0, fffff80002f020d9, 5}
*** WARNING: Unable to verify timestamp for SRTSP64.SYS
*** ERROR: Module load completed but symbols could not be loaded for SRTSP64.SYS
Probably caused by : SRTSP64.SYS ( SRTSP64+3764a )
BUGCHECK_STR:  0x50
PROCESS_NAME:  avgcsrva.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16539.amd64fre.win7_gdr.100226-1909
Debug session time: Sun Jul 18 14:57:13.320 2010 (UTC - 4:00)
System Uptime: 0 days 2:13:18.475
BugCheck 50, {fffff8a10ea32f0f, 0, fffff80002eed0d9, 5}
*** WARNING: Unable to verify timestamp for SRTSP64.SYS
*** ERROR: Module load completed but symbols could not be loaded for SRTSP64.SYS
Probably caused by : SRTSP64.SYS ( SRTSP64+3764a )
BUGCHECK_STR:  0x50
PROCESS_NAME:  avgcsrva.exe
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
Built by: 7600.16539.amd64fre.win7_gdr.100226-1909
Debug session time: Fri Jul  2 10:28:58.820 2010 (UTC - 4:00)
System Uptime: 0 days 0:33:43.975
BugCheck 116, {fffffa800496d4e0, fffff8800823ce40, 0, d}
*** WARNING: Unable to verify timestamp for igdkmd64.sys
*** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys
Probably caused by : igdkmd64.sys ( igdkmd64+1ce40 )
BUGCHECK_STR:  0x116
PROCESS_NAME:  System
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨
  
  
 
[/font]

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cdh5

Discussion Starter · #12 · Jul 22, 2010

So far I have not gotten any more Bsods, but there is quite a bit of lagging and a kind of rapid fire freezing like a cd skipping occasionally. (on startup and on WoW )
my desktop which is not half as good a video processor does not lag at all on the same settings.
q: should I try to make it crash to start another bsod? ...one of those programs on the referred site showed a hole burned out in the mainboard, so i don't make any mistakes!

usasma

· #13 · Jul 23, 2010

Try this free stress test:

FurMark download site: http://www.ozone3d.net/benchmarks/fur/
FurMark Setup:
- If you have more than one GPU, select Multi-GPU during setup
- In the Run mode box, select "Stability Test" and "Log GPU Temperature"
Click "Go" to start the test
- Run the test until the GPU temperature maxes out - or until you start having problems (whichever comes first).
- Click "Quit" to exit

cdh5

Discussion Starter · #14 · Jul 24, 2010

thanks, looks like the GEForce is not recognized by furmark, it only tests the Intel R HD processor. there is no place to spec which gpu to check (?)

I have gone into the nvidia control panel and set it to be the preferred gpu but it does not seem to make any difference

I guess this explains the lagging (right?)

I am trying toshiba support now, looks like there are already at least two unanswered threads about the same issue.

usasma

· #15 · Jul 24, 2010

I don't see any sign of an nVidia video card - only the Intel one.
Have you checked the specs for your Toshiba laptop?

1 - 15 of 15 Posts

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