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Problems with blue screen error (stop codes: 0x7A, 0xF4)? Tried using hotfix KB977178, but still not working? RRS feed

  • Question

  • I have a Dell Inspiron laptop and I've been experiencing blue screen errors popping up for some time now. At first they were infrequent, but now they're happening more often. I've tried all the basic steps to address the problem (ran a disk and memory check for errors, did a system restore about 3 times, opened up in safe mode, and ran my Norton antivirus scan), but I still haven't had any luck with the problem. The main stop errors that show up are 0x0000007A and 0x000000F4--I of course had no idea what these meant but I found the hotfix update (KB977178) that is supposed to help resolve stop errors that happen when you resume after sleep mode. After downloading it and upzipping the file, it says the "update is not applicable to my computer"....but I don't understand why it would say that. The hotfix says it applies to Windows 7 64x bit computers, and it was downloaded correctly--so not getting why it wouldn't work. I've been dealing with this BsoD for over a week and have been trying everything to fix it and I've had no luck so far--is there anything else I can do to make the hotfix work? Or is there another way for me to stop the BsoDs from happening? 
    • Edited by Makedah Monday, January 13, 2014 9:31 AM
    Monday, January 13, 2014 9:25 AM

All replies

  • Please post a copy of your dump file as a shared file to your Sky Drive with a link here.

    The dump file will be created at c:\windows\minidump. You may need to change your settings in Windows to be able to see the file. To show hidden files type Folder Options in the search box above the Start button and select View, Advanced Settings and verify that the box before "Show hidden files and folders" is checked and "Hide protected operating system files" is unchecked. You may need to scroll down to see the second item. You should also make certain that the box before "Hide extensions for known file types" is not checked.

    What is your computer make and model? If not a branded computer what is your motherboard make and model?

    Please download and run Driver View and upload a copy of the report it produces to your Sky Drive. To get a report on all drivers select Edit, Select All followed by File, Save Selected Items.
    http://www.nirsoft.net/utils/driverview.html

    Please provide a copy of your System Information file. Type System Information in the Search Box above the start Button and press the ENTER key (alternative is Select Start, All Programs, Accessories, System Tools, System Information). Select File, Export and give the file a name noting where it is located. The system creates a new System Information file each time system information is accessed. You need to allow a minute or two for the file to be fully populated before exporting a copy. Please upload to your Sky Drive, share with everyone and post a link here. Please say if the report has been obtained in safe mode. The request for a copy of this file is additional to answering the question about make and model.

    For help with Sky Drive see paragraph 9.3:
    http://www.gerryscomputertips.co.uk/MicrosoftCommunity1.htm


    Hope this helps, Gerry

    Monday, January 13, 2014 10:28 AM
  • Thanks for your response.

    Here's the link to the driver information: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21107. And here's the link to the system information: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21108.

    My computer is a Dell Inspiron N5050 and it is a x64-based PC. 

    Also, I made the changes to be able to view the minidump file, but the file still won't open as a word document. A message comes up saying "word cannot open the document: user does not have access privileges."
    • Edited by Makedah Monday, January 13, 2014 7:21 PM
    Monday, January 13, 2014 7:17 PM
  • 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.

    Please follow our instructions for finding and uploading the files we need to help you fix your computer. They can be found here
    If you have any questions about the procedure please ask

    Wanikiya and Dyami--Team Zigzag

    Monday, January 13, 2014 7:41 PM
  • Also, I made the changes to be able to view the minidump file, but the file still won't open as a word document. A message comes up saying "word cannot open the document: user does not have access privileges."

    You do not need to do that just upload the file. No progress will be made until you do. ZigZag and I both have tools to open the file.


    Hope this helps, Gerry

    Monday, January 13, 2014 7:47 PM
  • Here's the link to the minidump file: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21111.
    Monday, January 13, 2014 8:44 PM
  • Makedah

    We would have preferred 2 DMP files as this one was inconclusive.  Please run driver verifier to find the underlying cause (which I suspect is your Symantec)


    If you are overclocking (pushing the components beyond their design) you should revert to default at least until the crashing is solved. If you don't know what it is you probably are not overclocking.

    Driver verifier (for complete directions see our wiki here)
    Co-Authored by  JMH3143
    .


    Wanikiya and Dyami--Team Zigzag


    • Edited by ZigZag3143x Monday, January 13, 2014 9:31 PM
    Monday, January 13, 2014 9:30 PM
  • So after I run the drive verifier, should I upload the DMP file to sky drive again? And the one that I uploaded before was the only file in the minidump folder, so I don't know if it would always be the same inconclusive file. Also what do you mean by reverting to default--do you mean that I should try to reinstall windows 7?
    Monday, January 13, 2014 10:17 PM
  • M

    The DMP files should be different.  If they aren't created there may be a reason why.  By reverting it is talking about IF YOU ARE OVERCLOCKING, then revert.  If you are not overclocking there is nothing to revert.

    No we don't want you to install windows YET.  Just upload the DMPS


    Wanikiya and Dyami--Team Zigzag

    Tuesday, January 14, 2014 1:14 AM
  • It finally crashed again, so i've uploaded the DMP file: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21112...i'm still not sure if this file is actually different from the one before, but hopefully it shows something. And how can I tell I am overclocking or not?

    Thanks.

    Tuesday, January 14, 2014 5:39 AM
  • M

    The dmp in that link is from Feb 2013.  DO you have them enabled as directed in the wiki?


    Wanikiya and Dyami--Team Zigzag

    Tuesday, January 14, 2014 5:50 AM
  • Yeah, they're enabled but I only see the same dmp file from February
    Tuesday, January 14, 2014 6:05 AM
  • For dumps to be produced. . .

    ▪ Page file must be on OS drive
    *Page file base allocation size must be > than installed physical RAM
    *Windows Error Reporting (WER) system service should be set to MANUAL
    *Set page file to system managed on the OS drive
    *Set system crash/recovery options to "kernel Memory Dump"
    *User account control must be running.
    * Sometimes SSD drives with older firmware do not create DMPS (update firmware)
    *Cleaner applications like Ccleaner delete DMP files so dont run them until you are fixed.

    Wanikiya and Dyami--Team Zigzag

    Tuesday, January 14, 2014 6:13 AM
  • Even though I've had a lot of BSoDs recently, it seems like the system isn't picking any of them up because the minidump file hasn't updated from Feb. I've checked and made the changes, but the same minidump file is the only one that i see in the folder. I also checked the reliability history, and the only blue screen error it records is the one that happened in Feb., and it records that the BSoDs by saying there was an unexpected shutdown, but there's not really any info about a minidump file or anything else about the shutdown.
    Tuesday, January 14, 2014 7:38 AM
  • M

    Ok lets take a  look at the event viewer logs

    Please provide us with your Event Viewer administrative logs by following these steps:


    Click Start Menu
    Type eventvwr into Search programs and files (do not hit enter)
    Right click eventvwr.exe and click Run as administrator
    Expand Custom Views
    Click Administrative Events
    Right click Administrative Events
    Save all Events in Custom View As...
    Save them in a folder where you will remember which folder and save as Errors.evtx
    Go to where you saved Errors.evtx
    Right click Errors.evtx -> send to -> compressed (zipped) folder
    Upload the .zip file to skydrive or a file sharing service and put a link to it in your next post
    *
    If you have updated to win 8.1 and you get the error message "the system cannot find the file specified" it is a known problem.  The work around is to edit the registry.  If you are not comfortable doing this DONT.  If you are, backup the key before you do
    Press Win+"R" and input regedit

    Navigate to:
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\WINEVT\Channels. Delete "Microsoft-Windows-DxpTaskRingtone/Analytic"


    Wanikiya and Dyami--Team Zigzag

    Tuesday, January 14, 2014 7:47 AM
  • Here's the link to the event log: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21113
    Tuesday, January 14, 2014 7:11 PM
  • Looking at the log ZigZag requested presents practical issues when interpreting what reports mean. He may not find that a problem but I do.

    Please upload and share with everyone copies of your System and Application logs from your Event Viewer to your Sky Drive and post a link here.

    To access the System log select Start, Control Panel, Administrative Tools, Event Viewer, from the list in the left side of the window expand Windows Logs and select System. Place the cursor on System, select Action from the Menu and Save All Events as (the default evtx file type) and give the file a name. Do the same for the Applications log. Do not provide filtered files.


    Hope this helps, Gerry

    Tuesday, January 14, 2014 8:53 PM
  • Here's the system log: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21115. And here's the application log: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21114.

    Also, recently the audio has been crackling and skipping....i don't know if that's related to the blue screen errors. 

    Tuesday, January 14, 2014 9:47 PM
  • So a new DMP file was finally created, and here's the link: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21116. Hopefully it helps figure out what the problem is...
    Tuesday, January 14, 2014 11:38 PM
  • Makedah

    Still not verified but points to PC Doctor.  I would remove it and run a Malware scan

    Please download the free version of Malwarebytes.
    Update it immediately.
    Do a full system scan
    Let us know the results at the end.

    http://www.malwarebytes.org/products


    Wanikiya and Dyami--Team Zigzag

    Wednesday, January 15, 2014 1:40 AM
  • I uninstalled PC Doctor, and here's the results of the scan: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21117...and I removed everything that was detected
    Wednesday, January 15, 2014 11:26 PM
  • Makedah

    It appears you ran malwarebytes in scan only mode.  Did you remove the detected items manually?  Did you run malwarebytes again to make sure they are gone?


    Wanikiya and Dyami--Team Zigzag

    Thursday, January 16, 2014 1:17 AM
  • Sorry, I took so long to respond, but I took my laptop to Best Buy's Geek Squad for a diagnostic check and they said that malware, adware, and a random driver were causing the blue screen errors. It cost $200 for them to actually fix it, but I decided for them not to fix it because of the price. But anyway, I removed all the items and then ran the scan again and they were all gone. So far, my laptop hasn't crashed since then but it is operating a lot slower and there's still a problem with the audio....maybe that has to do something with the random driver?
    Saturday, January 18, 2014 9:11 PM
  • Please upload and share with everyone copies of your System and Application logs from your Event Viewer to your Sky Drive and post a link here.

    To access the System log select Start, Control Panel, Administrative Tools, Event Viewer, from the list in the left side of the window expand Windows Logs and select System. Place the cursor on System, select Action from the Menu and Save All Events as (the default evtx file type) and give the file a name. Do the same for the Applications log. Do not provide filtered files.


    Hope this helps, Gerry

    Sunday, January 19, 2014 2:27 PM
  • Here's the link to the application log: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21118 and here's the one to the system log: https://skydrive.live.com/redir?resid=8A90873780A85CF4%21119
    Thursday, January 23, 2014 1:09 AM