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i get bluescreen version 6.1.7600.2.0.0.768.3 and the computer shut down how do i fix this problem

    Question

  • 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:    c2
      BCP1:    0000009B
      BCP2:    00000000
      BCP3:    00002000
      BCP4:    84F79A0D
      OS Version:    6_1_7600
      Service Pack:    0_0
      Product:    768_1

    Files that help describe the problem:
      C:\Windows\Minidump\071110-46472-01.dmp
      C:\Users\Cedric\AppData\Local\Temp\WER-197949-0.sysdata.xml
    Sunday, July 11, 2010 2:38 PM

Answers

  • Hi,

     

    I would like to suggest you update the BIOS and the hardware drivers for Windows 7 first.

     

    If the issue persists, please upload the minidump files as Auggy suggested for our further research.

     

    Collect Minidump Files

    =================

    1. Click "Start", input "SYSDM.CPL" (without quotation marks) in the “Search” bar and press “Enter”.

    2. Switch to the "Advanced" tab and click the "Settings" button under "Startup and Recovery".

    3. Under "Write debugging information" section, make sure the "Small memory dump (128KB)" option is selected.

    4. Make sure "%SystemRoot%\Minidump" is in the "Small dump directory" open box and click “OK”.

     

    If the Blue Screen appears again, please refer to the following steps to collect memory dump files:

     

    1. Click “Start”, type “%SystemRoot%\Minidump" (without quotation marks) in “Search” bar and press “Enter”.

    2. Go to your Desktop, right-click on it and create a new folder named "Dump".

    3. Copy all the memory dump files (looks like [Mini092008-01.dmp]) in Minidump to this folder.

    4. Right-click on the Dump folder, click "Send To", and click "Compressed (zipped) Folder".

    5. Please send the ZIP file to us.

     

    You may also analyze them with Debugging Tools by yourself. You can install it and it’s Symbol Packages from the following link:

     

    http://www.microsoft.com/whdc/Devtools/Debugging/default.mspx

     

    WinDbg will tell you the possible cause. For more information, please read Microsoft KB Article: How to read the small memory dump files that Windows creates for debugging.

     

    If no clue can be found, you may contact Microsoft Customer Service and Support (CSS) via telephone so that a dedicated Support Professional can assist with your request. To troubleshoot this kind of kernel crash issue, we need to debug the crashed system dump. Unfortunately, debugging is beyond what we can do in the forum. Please be advised that contacting phone support will be a charged call.

     

    To obtain the phone numbers for specific technology request please take a look at the web site listed below:

     

    http://support.microsoft.com/default.aspx?scid=fh;EN-US;OfferProPhone#faq607

     

    Regards,

     


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Tuesday, July 13, 2010 2:22 AM
    Moderator

All replies

  • this is most likely caused by a bad driver, check if there is updated drivers available for your hardware.

    theres an article for w2k how to interpret the memory dump thats created during the bluescreen, the approach is still valid for win7 (http://support.microsoft.com/kb/265879)

    Sunday, July 11, 2010 4:42 PM
  • Also, here's a bit of info on the error:

    http://msdn.microsoft.com/en-us/library/ff560185(v=VS.85).aspx

    Also, can you zip up the minidump files in the C:\Windows\Minidump folder and make available (provide link) via Windows Live SkyDrive or similar site?

    The following link has information on using Windows Live SkyDrive:

    http://social.technet.microsoft.com/Forums/en-US/w7itproui/thread/4fc10639-02db-4665-993a-08d865088d65

    If you have problems zipping the minidump files copy the minidump files to another location such as a folder on the Desktop.

     

     

    Sunday, July 11, 2010 8:46 PM
  • Hi,

     

    I would like to suggest you update the BIOS and the hardware drivers for Windows 7 first.

     

    If the issue persists, please upload the minidump files as Auggy suggested for our further research.

     

    Collect Minidump Files

    =================

    1. Click "Start", input "SYSDM.CPL" (without quotation marks) in the “Search” bar and press “Enter”.

    2. Switch to the "Advanced" tab and click the "Settings" button under "Startup and Recovery".

    3. Under "Write debugging information" section, make sure the "Small memory dump (128KB)" option is selected.

    4. Make sure "%SystemRoot%\Minidump" is in the "Small dump directory" open box and click “OK”.

     

    If the Blue Screen appears again, please refer to the following steps to collect memory dump files:

     

    1. Click “Start”, type “%SystemRoot%\Minidump" (without quotation marks) in “Search” bar and press “Enter”.

    2. Go to your Desktop, right-click on it and create a new folder named "Dump".

    3. Copy all the memory dump files (looks like [Mini092008-01.dmp]) in Minidump to this folder.

    4. Right-click on the Dump folder, click "Send To", and click "Compressed (zipped) Folder".

    5. Please send the ZIP file to us.

     

    You may also analyze them with Debugging Tools by yourself. You can install it and it’s Symbol Packages from the following link:

     

    http://www.microsoft.com/whdc/Devtools/Debugging/default.mspx

     

    WinDbg will tell you the possible cause. For more information, please read Microsoft KB Article: How to read the small memory dump files that Windows creates for debugging.

     

    If no clue can be found, you may contact Microsoft Customer Service and Support (CSS) via telephone so that a dedicated Support Professional can assist with your request. To troubleshoot this kind of kernel crash issue, we need to debug the crashed system dump. Unfortunately, debugging is beyond what we can do in the forum. Please be advised that contacting phone support will be a charged call.

     

    To obtain the phone numbers for specific technology request please take a look at the web site listed below:

     

    http://support.microsoft.com/default.aspx?scid=fh;EN-US;OfferProPhone#faq607

     

    Regards,

     


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Tuesday, July 13, 2010 2:22 AM
    Moderator
  • Definitely disable 'automatically restart' in the system control panel under advanced advanced.  The blue screen message should tell you which dll caused the crash, hopefully.

     

    Tuesday, July 13, 2010 2:51 AM