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Firefox Causing BSOD / Google Searches Crashing IE


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#1 Pensive_By_Nature

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Posted 10 June 2011 - 07:29 AM

Hi Team,

I'm here again seeking help, but this time it's for my sister. I'll try to explain what I know so far about the problem and welcome any guidance you can impart to help me get my sister back to using her machine. Thanks in advance!!!

> BACKGROUND...

A few weeks back my sister left her laptop either on standby or hibernate overnight. When she returned next day to use it she wasn't able to power up the machine. Windows itself wouldn't start. She took the machine back to the store and they were able to use the System Restore function to get her back into Windows. Ever since then she's been experiencing the following problems:

1) An inability to use Firefox (her preferred browser) every time she opens it the machine crashes with a BSOD Code:

PAGE_FAULT_IN_NONPAGED_AREA

2) When using IE (latest version) she is unable to search the internet using Google - the browser develops an error and closes with the following message:

Internet Explorer has stopped working
A problem caused the program top stop working correctly.
Windows will close the program and notify you if a solution is available


3) She (and I) have run various virus scans - all of which have come back 'clean'.

I read somewhere on BC (sorry I didn't bookmark the page) about a Virus / Infection that hides in the System Restore part of the Computer. I've tried searching again for the thread I read a few weeks ago, but have been unsuccessful.

> ADDITIONAL INFORMATION...

After the machine crashes, an attempt to restart the machine shows the "Windows Error Recovery" screen. From there I'm able to start windows normally or in different modes. I've restarted the machine a number of times trying each of these options to see if I'm able to get further. With all modes I get the "mini-dump" pop-up and can provide this when requested.

I should point out also that when disconnected from the net, Firefox will open and sit on a page not found page. All other times it opens for a few moments before crashing the machine.

Forgive me if this message is a bit jumbled. I want to make sure I get everything across to you in this initial message.

Thanks to all in advance!!!

> DETAILS ABOUT THE LAPTOP...

Samsung RV510
Windows 7 Home Premium
Service Pack 1 (Build 7601)
64-bit OS
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#2 Blade

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Posted 13 June 2011 - 07:35 PM

Hello.

Let's try to address IE first.

We need to reset IE back to default. This should reverse any changes that malware has made to your browser settings and disable any malicious components it may have dropped.

Please follow the instructions in the following link. http://support.microsoft.com/kb/923737

Let me know if problems using IE continue.

~Blade

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#3 Pensive_By_Nature

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Posted 14 June 2011 - 06:55 AM

Good Afternoon Blade, thanks for taking on the case!!

I've just finished reading the MS "How To" document and tried to reset IE using the steps provided for Windows 7 but I still have the same problem on the machine - even with a restart included in the mix. I'm still getting the same error:


Internet Explorer has stopped working
A problem caused the program top stop working correctly.
Windows will close the program and notify you if a solution is available


What should I try next?
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#4 Blade

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Posted 14 June 2011 - 10:02 PM

Hello

FTR, I don't think this is malware.

Please download BlueScreenView to your Desktop.
Double click on BlueScreenView.exe to run the program.
When scanning is done, go to Edit>Select All.
Go to File>Save Selected Items, and save the report as BSOD.txt.
Open BSOD.txt in Notepad, copy all content, and paste it into your next reply.

~Blade


In your next reply, please include the following:
BlueScreenView results

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#5 Pensive_By_Nature

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Posted 15 June 2011 - 02:51 AM

Good Morning Blade,

Looks like we're in completely different time zones, I was waiting up in the hope that I'd catch you before I went to bed last night and no sooner I shut down and hit the sheets my phone pinged and it was your last e-mail (it was 4am in the UK though). Typical eh? Thanks for coming back to me with the next step. Here is the output from the BlueScreenView Program:

==================================================
Dump File : 061011-18922-01.dmp
Crash Time : 10/06/2011 12:55:24
Bug Check String : PAGE_FAULT_IN_NONPAGED_AREA
Bug Check Code : 0x00000050
Parameter 1 : fffff900`c07d8000
Parameter 2 : 00000000`00000001
Parameter 3 : fffff960`001023a4
Parameter 4 : 00000000`00000000
Caused By Driver : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+7fd00
File Description : NT Kernel & System
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.1.7601.17592 (win7sp1_gdr.110408-1631)
Processor : x64
Crash Address : ntoskrnl.exe+7fd00
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\061011-18922-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 7601
Dump File Size : 277,384
==================================================

==================================================
Dump File : 061011-18267-01.dmp
Crash Time : 10/06/2011 12:52:29
Bug Check String : PAGE_FAULT_IN_NONPAGED_AREA
Bug Check Code : 0x00000050
Parameter 1 : fffff900`c23ef000
Parameter 2 : 00000000`00000001
Parameter 3 : fffff960`000523a4
Parameter 4 : 00000000`00000000
Caused By Driver : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+7fd00
File Description : NT Kernel & System
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.1.7601.17592 (win7sp1_gdr.110408-1631)
Processor : x64
Crash Address : ntoskrnl.exe+7fd00
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\061011-18267-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 7601
Dump File Size : 270,720
==================================================

==================================================
Dump File : 061011-18002-01.dmp
Crash Time : 10/06/2011 12:46:33
Bug Check String : PAGE_FAULT_IN_NONPAGED_AREA
Bug Check Code : 0x00000050
Parameter 1 : fffff900`c0126000
Parameter 2 : 00000000`00000001
Parameter 3 : fffff960`000823a4
Parameter 4 : 00000000`00000000
Caused By Driver : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+7fd00
File Description : NT Kernel & System
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.1.7601.17592 (win7sp1_gdr.110408-1631)
Processor : x64
Crash Address : ntoskrnl.exe+7fd00
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\061011-18002-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 7601
Dump File Size : 277,384
==================================================

==================================================
Dump File : 061011-19968-01.dmp
Crash Time : 10/06/2011 12:20:01
Bug Check String : PAGE_FAULT_IN_NONPAGED_AREA
Bug Check Code : 0x00000050
Parameter 1 : fffff900`c1d09000
Parameter 2 : 00000000`00000001
Parameter 3 : fffff960`000c23a4
Parameter 4 : 00000000`00000000
Caused By Driver : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+7fd00
File Description : NT Kernel & System
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.1.7601.17592 (win7sp1_gdr.110408-1631)
Processor : x64
Crash Address : ntoskrnl.exe+7fd00
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\061011-19968-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 7601
Dump File Size : 277,384
==================================================

==================================================
Dump File : 052011-24585-01.dmp
Crash Time : 20/05/2011 02:33:36
Bug Check String : BAD_POOL_HEADER
Bug Check Code : 0x00000019
Parameter 1 : 00000000`00000020
Parameter 2 : fffff900`c1aeab10
Parameter 3 : fffff900`c1aeab60
Parameter 4 : 00000000`25050029
Caused By Driver : win32k.sys
Caused By Address : win32k.sys+19425
File Description :
Product Name :
Company :
File Version :
Processor : x64
Crash Address : ntoskrnl.exe+7fd00
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\052011-24585-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 7601
Dump File Size : 270,720
==================================================

==================================================
Dump File : 052011-23914-01.dmp
Crash Time : 20/05/2011 02:26:41
Bug Check String : BAD_POOL_HEADER
Bug Check Code : 0x00000019
Parameter 1 : 00000000`00000020
Parameter 2 : fffff900`c2094b50
Parameter 3 : fffff900`c2094ba0
Parameter 4 : 00000000`25050029
Caused By Driver : win32k.sys
Caused By Address : win32k.sys+19425
File Description :
Product Name :
Company :
File Version :
Processor : x64
Crash Address : ntoskrnl.exe+7fd00
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\052011-23914-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 7601
Dump File Size : 277,384
==================================================
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#6 Blade

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Posted 15 June 2011 - 03:24 AM

Do you have your Windows disk available?

~Blade

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#7 Pensive_By_Nature

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Posted 15 June 2011 - 03:59 AM

No, to my knowledge one wasn't provided at the time of purchasing the laptop AND from talking to my sister she wasn't given the opportunity to create one as part of the first Install / Setup.
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#8 Blade

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Posted 15 June 2011 - 10:34 AM

Hello.

Well. . . that's unfortunate.

Does this behavior occur in Safe Mode?

~Blade

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#9 Pensive_By_Nature

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Posted 15 June 2011 - 10:41 AM

Hello,

In response to your question - yes I get the same results when using Safe Mode. Is it worth trying to create a disk now maybe? My sister wanted to avoid having to do a complete reinstall (with my help) and is also concerned about trying to pull off her documents in case she pulls off files where this bug exists.

What options are open to us now?
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#10 Blade

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Posted 15 June 2011 - 11:31 AM

What I had wanted to try was a repair installation, which is non-destructive. You can try making a disc now but I'm not sure if it'll help, or even work.

Honestly a reformat may be the easiest solution here. I could look for other things to try but there's no guarantee.

~Blade

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#11 Pensive_By_Nature

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Posted 15 June 2011 - 11:42 AM

Blade,

What about tackling the Firefox error could it be that fixing that side of things would / could help clear the root cause? I've never had a machine crash all the time because of opening Firefox.

Also, is there (in your view) a danger to removing files from my documents in prep for a reinstall? Is there a danger of removing the problem at the same time only to put it back onto the machine after a reinstall?

Thanks for your thoughts in advance.
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#12 Blade

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Posted 15 June 2011 - 04:02 PM

Hello.

I'm almost positive that Firefox isn't directly the problem because multiple web browsers are failing in some way. I don't suppose it would hurt though. Simplest way to check is to uninstall firefox via Add/Remove, and then make sure you've removed all remaining firefox data from the machine. Then reinstall Firefox.

Here's a process for getting a backup of bookmarks, but pretty much everything else needs to be removed. Backing up and restoring bookmarks | How to | Firefox Help

***************************************************

2 guidelines when backing up:

1) Backup all your important data files, pictures, music, work etc... and save it onto an external hard-drive. These files usually include .doc, .txt, .mp3, .jpg etc...
2) Do NOT backup any applications/installers and Do NOT backup any files with the following extensions
  • .exe
  • .scr
  • .htm
  • .html
  • .xml
  • .zip
  • .rar

***************************************************

Download Belarc Advisor - builds a detailed profile of your installed software and hardware, including Microsoft Hotfixes, and displays the results in your Web browser.
Run it and then print out the results, they may be handy.

Hope that helps some.

~Blade

Edited by Blade Zephon, 15 June 2011 - 04:03 PM.

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#13 Pensive_By_Nature

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Posted 16 June 2011 - 07:48 AM

Thanks for this Blade,

I'm away for a few days (back next Wednesday) so won't be able to execute on all of this just yet, I will however report back to you once I've attempted all that you've suggested. Thanks again for your help!
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#14 Blade

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Posted 17 June 2011 - 09:03 AM

Glad I could help; let me know how it goes.

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#15 Pensive_By_Nature

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Posted 26 June 2011 - 02:30 PM

Hiya Blade, I'm back!!! And I'm pleased to report the steps in your last post to remove assist in backing up my sisters files worked. I used DROPBOX to help me which proved painless for all concerned.

I had a look through the Samsung Recovery 5 Software and it appears they had the typical details contained on a Windows CD within the Partition, so I was able to reinstall Windows back to Factory Settings and start over. Took an age to get all the MS updated back on the machine but we're not up to date with files from DROPBOX back on the machine.

Though we didn't fix the problem itself, I appreciate your efforts in helping me.

Thanks again!! :o))
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