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Bluescreen Problem


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27 replies to this topic

#1 tonto97

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Posted 01 July 2011 - 11:39 PM

Hi All:
I am a newbie to this website so I hope I'm posting this correctly. Please forgive any "violations" of etiquette or rules. Would very much appreciate some help with a bluescreen problem. BACKGROUND: Just installed a new hard disk, used manufacturer (Gateway) original recovery disk to reload operating system, loaded all purchased software, downloaded a couple hundred Windows "Important" and most "optional" updates. Now, if the computer is left on continuously while I am away, when I return there is a posted notification that "Windows has recovered from an unexpected shutdown". Can anyone please give me advice on options to fix this problem. Thanks in advance for any help.

The details that are posted to give more information about the shutdown are:
Problem signature:
Problem Event Name: BlueScreen
OS Version: 6.0.6002.2.2.0.768.3
Locale ID: 1033
Additional information about the problem:
BCCode: 9f
BCP1: 00000004
BCP2: 00000258
BCP3: 85253020
BCP4: 00000000
OS Version: 6_0_6002
Service Pack: 2_0
Product: 768_1

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#2 Allan

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Posted 02 July 2011 - 06:04 AM

1) Did you download hardware and driver updates from Windows Update? If so, that can cause problems. Always get updates from the oem websites, never from Windows Update.

2) Download BlueScreenView:
http://www.nirsoft.net/utils/blue_screen_view.html
unzip downloaded file and 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 of the content, and paste it into your next reply

#3 tonto97

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Posted 02 July 2011 - 07:01 AM

Thanks for your reply. Yes, I have my computer set to automatically check for Windows updates with notification so I can see what needs to be installed. Then I manually click to install. So should I uncheck this feature? Does the OEM site (Gateway) have Windows patches and updates? I'll perform the operation that you specified later today and post it. Thanks again for the help. I appreciate it.

#4 Allan

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Posted 02 July 2011 - 01:20 PM

Well, you can set Windows Update to not download hardware and driver updates. Other than that the way you have it is fine. When I said OEM I meant the various hardware manufacturers you're updating (video card provider audio card provider, etc) - though the Gateway site is okay as a backup.

I'm not sure how you did the reinstall - did you do a clean install of the OS? If so you need to download and install the chipset driver (you can get that from the Gateway site). Open device manager - any errors there?

Edited by Allan, 02 July 2011 - 01:21 PM.


#5 tonto97

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Posted 02 July 2011 - 09:08 PM

Yes, I did a clean install of the operating system. Then after downloading all "Important" Microsoft updates and patches and Service Packs, then I went to Gateway and downloaded chipset driver, then went to Device Manager and yes, there were problems. I right clicked on all hardware that was showing a conflict or problem (the yellow i)and clicked "updated drivers". This fixed a few of the conflicts but right now, there is still one unresolved conflict: PCI Simple Communications Controller. When I right click on this device in Device Manager, and search the web for a driver, it returns a message "Windows could not find driver software for your device." I think this belongs to my Pinnacle Studio 500 USB software. I have already visited that site and downloaded the Vista version of my original XP Pinnacle software but apparently this driver is still not installed.

Could this be causing the bluescreen message?

#6 tonto97

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Posted 02 July 2011 - 09:20 PM

I followed your instructions from your 6:04 AM post today. Here is the copy and paste of what is in my BSOD file. Hope this means something to you Allan!

==================================================
Dump File : Mini070211-01.dmp
Crash Time : 7/2/2011 6:05:37 PM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x84b7ad78
Parameter 4 : 0x00000000
Caused By Driver : iastorv.sys
Caused By Address : iastorv.sys+9003
File Description : Intel Matrix Storage Manager driver (base)
Product Name : Intel Matrix Storage Manager driver (base)
Company : Intel Corporation
File Version : 6.2.0.1019
Processor : 32-bit
Crash Address : ntkrnlpa.exe+a8266
Stack Address 1 : ntkrnlpa.exe+47f38
Stack Address 2 : disk.sys+9044
Stack Address 3 : disk.sys+9274
Computer Name :
Full Path : C:\Windows\Minidump\Mini070211-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 148,944
==================================================

==================================================
Dump File : Mini070111-01.dmp
Crash Time : 7/1/2011 8:50:49 AM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x84b702d8
Parameter 4 : 0x00000000
Caused By Driver : iastorv.sys
Caused By Address : iastorv.sys+9003
File Description : Intel Matrix Storage Manager driver (base)
Product Name : Intel Matrix Storage Manager driver (base)
Company : Intel Corporation
File Version : 6.2.0.1019
Processor : 32-bit
Crash Address : ntkrnlpa.exe+a8266
Stack Address 1 : ntkrnlpa.exe+47f38
Stack Address 2 : disk.sys+9044
Stack Address 3 : disk.sys+9274
Computer Name :
Full Path : C:\Windows\Minidump\Mini070111-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 147,600
==================================================

==================================================
Dump File : Mini063011-01.dmp
Crash Time : 6/30/2011 6:10:51 PM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x85253020
Parameter 4 : 0x00000000
Caused By Driver : iastorv.sys
Caused By Address : iastorv.sys+9003
File Description : Intel Matrix Storage Manager driver (base)
Product Name : Intel Matrix Storage Manager driver (base)
Company : Intel Corporation
File Version : 6.2.0.1019
Processor : 32-bit
Crash Address : ntkrnlpa.exe+a8266
Stack Address 1 : ntkrnlpa.exe+47f38
Stack Address 2 : disk.sys+9044
Stack Address 3 : disk.sys+9274
Computer Name :
Full Path : C:\Windows\Minidump\Mini063011-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 155,552
==================================================

==================================================
Dump File : Mini062911-03.dmp
Crash Time : 6/29/2011 10:01:47 PM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x84b7a580
Parameter 4 : 0x00000000
Caused By Driver : iastorv.sys
Caused By Address : iastorv.sys+9003
File Description : Intel Matrix Storage Manager driver (base)
Product Name : Intel Matrix Storage Manager driver (base)
Company : Intel Corporation
File Version : 6.2.0.1019
Processor : 32-bit
Crash Address : ntkrnlpa.exe+a8266
Stack Address 1 : ntkrnlpa.exe+47f38
Stack Address 2 : disk.sys+9044
Stack Address 3 : disk.sys+9274
Computer Name :
Full Path : C:\Windows\Minidump\Mini062911-03.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 155,488
==================================================

==================================================
Dump File : Mini062911-02.dmp
Crash Time : 6/29/2011 12:36:20 PM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x84b71ad0
Parameter 4 : 0x00000000
Caused By Driver : iastorv.sys
Caused By Address : iastorv.sys+9003
File Description : Intel Matrix Storage Manager driver (base)
Product Name : Intel Matrix Storage Manager driver (base)
Company : Intel Corporation
File Version : 6.2.0.1019
Processor : 32-bit
Crash Address : ntkrnlpa.exe+a8266
Stack Address 1 : ntkrnlpa.exe+47f38
Stack Address 2 : disk.sys+9044
Stack Address 3 : disk.sys+9274
Computer Name :
Full Path : C:\Windows\Minidump\Mini062911-02.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 155,552
==================================================

==================================================
Dump File : Mini062911-01.dmp
Crash Time : 6/29/2011 4:12:05 AM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x84b7ad78
Parameter 4 : 0x00000000
Caused By Driver : iastorv.sys
Caused By Address : iastorv.sys+9003
File Description : Intel Matrix Storage Manager driver (base)
Product Name : Intel Matrix Storage Manager driver (base)
Company : Intel Corporation
File Version : 6.2.0.1019
Processor : 32-bit
Crash Address : ntkrnlpa.exe+a8266
Stack Address 1 : ntkrnlpa.exe+47f38
Stack Address 2 : disk.sys+9044
Stack Address 3 : disk.sys+9274
Computer Name :
Full Path : C:\Windows\Minidump\Mini062911-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 153,688
==================================================

==================================================
Dump File : Mini062811-01.dmp
Crash Time : 6/28/2011 10:58:02 PM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x84b7aad0
Parameter 4 : 0x00000000
Caused By Driver : iastorv.sys
Caused By Address : iastorv.sys+9003
File Description : Intel Matrix Storage Manager driver (base)
Product Name : Intel Matrix Storage Manager driver (base)
Company : Intel Corporation
File Version : 6.2.0.1019
Processor : 32-bit
Crash Address : ntkrnlpa.exe+a8266
Stack Address 1 : ntkrnlpa.exe+47f38
Stack Address 2 : disk.sys+9044
Stack Address 3 : disk.sys+9274
Computer Name :
Full Path : C:\Windows\Minidump\Mini062811-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 155,560
==================================================

==================================================
Dump File : Mini062711-01.dmp
Crash Time : 6/27/2011 4:43:57 PM
Bug Check String : DRIVER_POWER_STATE_FAILURE
Bug Check Code : 0x0000009f
Parameter 1 : 0x00000004
Parameter 2 : 0x00000258
Parameter 3 : 0x00000000
Parameter 4 : 0x00000000
Caused By Driver : ntkrnlpa.exe
Caused By Address : ntkrnlpa.exe+cd1cb
File Description : NT Kernel & System
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.0.6002.18327 (vistasp2_gdr.101014-0432)
Processor : 32-bit
Crash Address : ntkrnlpa.exe+cd1cb
Stack Address 1 : ntkrnlpa.exe+2d95d7
Stack Address 2 : ntkrnlpa.exe+b6cc0
Stack Address 3 : ntkrnlpa.exe+b68f6
Computer Name :
Full Path : C:\Windows\Minidump\Mini062711-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6001
Dump File Size : 149,944
==================================================

#7 Allan

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Posted 03 July 2011 - 07:27 AM

Okay, let's start again. DO NOT update drives from device manager. DO NOT update drivers from Windows Update.

You said you downloaded the chipset driver from the Gateway website. Did you install it?
When I asked if there are any errors in device manager I kind of expected you'd tell me what they are :) . Please check - are there any errors in device manager?

#8 tonto97

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Posted 03 July 2011 - 08:48 AM

Thnx for your perseverance.

Yes, I did install the Gateway chipset driver. Today, there is only one conflict shown:PCI Simple Communications Controller.

Originally, there were four conflicts shown in Device Manager but three of the conflict notices have gone away after right clicking on the conflicted device, right clicking, and selecting "update driver". (This was all completed before you advised me not to do it this way.)

Three of the original conflicts were: 1. PCI Simple Communications Controller 2.Monitor Generic PnP 3. Storage controller ITEIT8211(ATA/ATAPI). Unfortunately, I did not write the fourth one down and since it was updated thru Windows, the conflict is no longer shown. But I believe the fourth was the processor device (Intel).

Thnx again.

#9 Allan

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Posted 03 July 2011 - 08:53 AM

Okay, well that should be your modem driver. Get that from the Gateway site. As for the blue screens, when do they usually occur (during any particular operation, or are they random)?

#10 tonto97

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Posted 03 July 2011 - 09:18 AM

The bluescreen ALWAYS happens when I am away from the computer and I return to find the message after it has already rebooted. I have never actually seen the bluescreen because it always reboots with the message "Windows has recovered from an unexpected shutdown." Then, when I click on "details" that is when the bluescreen error is outlined. (Please see my first post.) Thnx.

#11 Allan

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Posted 03 July 2011 - 10:08 AM

Go to System Properties - Advanced - Startup & Recovery Settings and uncheck "automatically restart". That will prevent the reboots and leave the blue screen up until you manually reboot.

Here's what Microsoft says about that error:
http://support.microsoft.com/kb/246243

Do you use hibernation?
Again, if you haven't done so I suggest you visit the websites of your various hw manufacturers and download and install the current drivers.
Also, please run full scans with BOTH your anti virus app AND with MalwareBytes just to rule out malware.

#12 tonto97

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Posted 03 July 2011 - 02:00 PM

Thanks for all of your help. Over the next few days, I'll follow your prescription for a cure. Thnx again for what you and your colleagues do for BleepingComputer.com and for us distressed users.

#13 Allan

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Posted 03 July 2011 - 02:09 PM

Please keep us posted and good luck.

#14 tonto97

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Posted 03 July 2011 - 06:30 PM

By the way, I did not answer the question about hibernation. Yes, I use it daily when not at the computer.

Also, I need a hint on how to get to System Properties--can't find it in Control Panel.

Thnx

#15 tonto97

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Posted 03 July 2011 - 07:05 PM

Pls disregard my last post. I found the automatically restart checkbox that you mentioned. Thnx again for all help.




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