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Blue Screen, Windows 7 on HP DC8300 RRS feed

  • Question

  • Several HP DC 8300 got blue sceen from time to time. All installed with same image. Following is the analysis result of the dump file. Please help. thanks,

    ADDITIONAL_DEBUG_TEXT: 
    You can run '.symfix; .reload' to try to fix the symbol path and load symbols.

    MODULE_NAME: nt

    FAULTING_MODULE: 82c1f000 nt

    DEBUG_FLR_IMAGE_TIMESTAMP:  5147d331

    READ_ADDRESS: unable to get nt!MmSpecialPoolStart
    unable to get nt!MmSpecialPoolEnd
    unable to get nt!MmPagedPoolEnd
    unable to get nt!MmNonPagedPoolStart
    unable to get nt!MmSizeOfNonPagedPoolInBytes
     00000000

    CURRENT_IRQL:  0

    FAULTING_IP:
    +0
    00000000 ??              ???

    CUSTOMER_CRASH_COUNT:  1

    DEFAULT_BUCKET_ID:  WIN7_DRIVER_FAULT

    BUGCHECK_STR:  0xD1

    LAST_CONTROL_TRANSFER:  from 00000000 to 82c5fc9b

    FAILED_INSTRUCTION_ADDRESS:
    +0
    00000000 ??              ???

    STACK_TEXT: 
    b58ac480 00000000 badb0d00 00000000 00000000 nt+0x40c9b


    STACK_COMMAND:  kb

    FOLLOWUP_IP:
    nt+40c9b
    82c5fc9b 833d4437d88200  cmp     dword ptr [nt+0x164744 (82d83744)],0

    SYMBOL_STACK_INDEX:  0

    SYMBOL_NAME:  nt+40c9b

    FOLLOWUP_NAME:  MachineOwner

    IMAGE_NAME:  ntkrnlpa.exe

    BUCKET_ID:  WRONG_SYMBOLS

    Followup: MachineOwner
    ---------

     

    Friday, July 5, 2013 6:29 AM

Answers

All replies

  • We do need the actual DMP file as it contains the only record of the sequence of events leading up to the crash, what drivers were loaded, and what was responsible.  

    WE NEED AT LEAST TWO DMP FILES TO SPOT TRENDS AND CONFIRM THE DIAGNOSIS.
    You may be able to get the DMP files without crashing by booting into safe mode (F8) with networking.
    If you are overclocking stop.  (chances are if you dont know if you are, you are not)a
    To enable us to assist you with your computer's BSOD symptoms, upload the contents of your "\Windows\Minidump" folder.  We need at least 2 DMP FILES to diagnose and confirm
    The procedure:
    * Copy the contents of \Windows\Minidump to another (temporary) location somewhere on your machine.
    * Zip up the copy.
    * Attach the ZIP archive to your post using the "paperclip" (file attachments) button. (if available on  your site, MS doesnt have this)
     *Please upload them to a file sharing service like Skydrive or"Rapidshare" and put a link to them in your reply.
    Link for how to  upload below.
    To ensure minidumps are enabled:
    * Go to Start, in the Search Box type: sysdm.cpl, press Enter.
    * Under the Advanced tab, click on the Startup and Recovery Settings... button.
    * Ensure that Automatically restart is unchecked.
    * Under the Write Debugging Information header select Small memory dump (256 kB) in the dropdown box (the 256kb varies).
    * Ensure that the Small Dump Directory is listed as %systemroot%\Minidump.
    * OK your way out.
    * Reboot if changes have been made.
    Please also run MSinfo32 and upload the output as well.
    To run MSinfo32 please go to start>run>MSinfo32
    Go to "file" "save" and upload the saved file with the DMPS
    System specs are extremely useful so please include whatever you know.

    Wanikiya & Dyami--Team Zigzag

    Friday, July 5, 2013 6:34 AM
  • Friday, July 5, 2013 8:20 AM
  • TBS2010

    These two were Related to wpsdrvnt.sys Sygate Security Agent.  I would remove it and replace with MSE.  I would also remove Symantec.

    Symantec  is a frequent cause of BSOD's.  

    I would remove and replace it with Microsoft Security Essentials AT LEAST TO TEST
    http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20080710133834EN

    Unable to load image \??\C:\Windows\system32\drivers\wpsdrvnt.sys, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for wpsdrvnt.sys
    *** ERROR: Module load completed but symbols could not be loaded for wpsdrvnt.sys
    BugCheck 1000007E, {c0000005, 0, 8dfbfa54, 8dfbf630}
    Probably caused by : wpsdrvnt.sys ( wpsdrvnt+37b2 )


    Wanikiya & Dyami--Team Zigzag

    • Marked as answer by tracycai Monday, July 8, 2013 1:24 AM
    Friday, July 5, 2013 12:40 PM
  • Thanks. I uploaded two dump files. How about another one? Anything can be found in that one? about ntkrnlpa.exe?

    Monday, July 8, 2013 2:28 AM
  • TBS2010

    There are only two in your link and the newest is from July 3.  Did you remove Symantec?

    If you upload any more please put the link to them in the next post.


    Wanikiya & Dyami--Team Zigzag

    Monday, July 8, 2013 2:33 AM
  • thanks. here is the dump files from another computer - https://skydrive.live.com/redir?resid=C876ECBD4CC842FF!1961&authkey=!AOaQHPrgshyXp6A . the two computers are purchased at the same time. Hardware and software are exactlysame. And they got same symptom - sundenly reboot itself.

    Monday, July 8, 2013 2:49 AM
  • TBS2010

    Now two machines are EXACTLY alike and this is no exception. Linda's crash was Related to wpsdrvnt.sys Sygate Security Agent.

    The other Symantec.  The fact that the two machines had different drivers means different machines.

    I would remove Symantec from both machines and use MSE in its place as indicated above.


    Wanikiya & Dyami--Team Zigzag

    Monday, July 8, 2013 3:03 AM
  • thanks. very try your advice.

    Still very confusing. We loaded the same image to other computer models and there is no problem with these computers at all.

    Monday, July 8, 2013 3:36 AM
  • TBS2010

    No, I repeat, NO COMPUTERS are exactly alike.  The ram may be a different month, the cpu a slightly different model, the drivers are not identical.  You are comparing apples and oranges.

    Isnt your purpose here to stop them from crashing?


    Wanikiya & Dyami--Team Zigzag

    Monday, July 8, 2013 3:47 AM
  • Hello,

    What version of SEP are you running? SEP 11.0.7300 OR SEP 12.1.3001?

    About Maintaining Consistency of Software Versions throughout a SEP 11 Organization

    http://www.symantec.com/business/support/index?page=content&id=TECH131660

    Also make sure you have the latest HP drivers, this can happen when there is a conflict with the older drivers.

    Please create a case with HP Technical Support as well as Symantec Technical Support.

    How to create a new case in Symantec MySupport

    http://www.symantec.com/docs/TECH58873

    Phone numbers to contact Tech Support:-

    Regional Support Telephone Numbers:

    • United States: 800-342-0652 (407-357-7600 from outside the United States)
    • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
    • United Kingdom: +44 (0) 870 606 6000

    Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp

    Hope that helps!!

    Monday, July 8, 2013 1:53 PM
  • thanks. Version of SEP is 11.0.7200.1147.
    Tuesday, July 9, 2013 12:55 AM
  • Second thread on the same topic with the same cause here.

    http://social.technet.microsoft.com/Forums/windows/en-US/faad27c3-c96c-42d4-8887-5f115515544c/bsod-hp-8300e-sff-with-windows-7


    Wanikiya & Dyami--Team Zigzag

    Friday, July 19, 2013 5:48 AM