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Recurrent BSOD - Newbie Could Sure Use Some Help !

Messages
20
#1
Hi !

I have an HP dv7 Notebook PC Vista Home Premium 64 bit AMD Turion(tm) X2 Dual-Core Mobile RM-72 with 4 GB of RAM.

I have gotten several BSOD's in the last week - I am not a techie but have been trying to figure out what the problem is and how to fix it.

Recently I installed SOS Online Backup System - not sure whether there is a correlation b/t SOS and the BSOD's but I began to get the BSOD's after SOS installation.

Last night I booted from last known good configuration which was 3/9/12 and am currently up and running. From trying to parse the error messages on the various BSOD's, it seems I may have an overheating problem (atikmdag.sys), I noticed also this text "...bugcode USB driver...", and also saw "...wrkrn.sys driver attempted to access freed memory...".

I apologize for the randomness of this information...wondering if anybody out there might be able to give me some guidance about this situation.

TIA !

SusieRae
 

My Computer

System One

  • Manufacturer/Model
    HP dv7 Notebook PC
    CPU
    AMD Turion(tm) X2 Dual-Core Mobile RM-72
    Memory
    4.00 GB

richc46

Staff member
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Messages
20,105
Location
Fairfield County, CT
#3
Welcome
I am not at home,now and do not have the special software needed to read the reports. If no one else comes to help, please, post anything tomorrow, to remind me and I will help.
Until then install a current driver for atikmag.sys. It is your graphics driver.
Since you mentioned it in your post it may be the problem. There have been others, recently, including me, that have had this problem. Recent updates to Vista must have caused conflicts with older drivers.
If that does not work, with a system restore go back before you installed the software that you mentioned. New software is often the cause of BSODs
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT
Messages
20
#4
Hi Rich !

Thank you for your response ! Not sure how to go about downloading the atikmag.sys driver...did a Google search, but kind of got lost there.
 

My Computer

System One

  • Manufacturer/Model
    HP dv7 Notebook PC
    CPU
    AMD Turion(tm) X2 Dual-Core Mobile RM-72
    Memory
    4.00 GB

richc46

Staff member
Vista Guru
Gold Member
Messages
20,105
Location
Fairfield County, CT
#5

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT

richc46

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Messages
20,105
Location
Fairfield County, CT
#6
OK, I am home now and was able to read your reports. I will take a bit more time to study to give you my best guess. Your atkimag.sys driver does not look like the direct cause, but it is very outdated. Update and we will go from there.

OK Susie, it looks like your anti virus/security. Make a system restore point in the event of problems. Then uninstall, using the uninstall directions from their website.
http://support.webroot.com/app/answers/detail/a_id/1761
http://www.vistax64.com/tutorials/76905-system-restore-how.html

Then download and use the free Microsoft Security Essentials for timely protection and the free malwarebytes for monthly scans.
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT
Messages
20
#7
Hi Rich -

I made a system restore point and then began the download...it is currently downloading and here is what the window shows, in part:

Graphics Hardware: Radeon HD 3xxx Series PCIe

Best Driver for this device: 12-2_vista_win7_64_dd_ccc.exe

After this download is complete and everything seems to be OK, I will then make a new system restore point to include this download. Then I will uninstall webroot and install the MS Security Essentials. So it looks as if I should just go ahead and cancel my account with webroot, right ? I don't want them to continue to be auto paid if I no longer need their system...

Do you suspect there may also be a problem with the download from SOS Online Backup that I recently downloaded ?

Thank you in advance for your help !
 

My Computer

System One

  • Manufacturer/Model
    HP dv7 Notebook PC
    CPU
    AMD Turion(tm) X2 Dual-Core Mobile RM-72
    Memory
    4.00 GB

richc46

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Messages
20,105
Location
Fairfield County, CT
#8
Dont cancel any accounts until we are sure things are ok.
This is what I saw wrksn.sys is a webroot driver. It is very new, the others are very old. When done I will tell you how to get current drivers. In any event, these reports give only clues not answers and I figure that since one report says wrkn.sys and that is so new, it is causing conflicts. Make restore points before any changes, you may want to go back.
Susie, I do wish you luck.
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT

richc46

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Messages
20,105
Location
Fairfield County, CT
#10
LOL
What you have to do is easy. The luck that I wish you is that it fixes the problem and we dont have to look further. Im with you all the way with this, dont fret.
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT
Messages
20
#11
Thank you so much Rich ! Eeek I got nervous ! :)

OK - I just rebooted and created a restore point so it now will include the download from AMD. Now I am on my way to the link you provided to begin the process of uninstalling webroot.

Is this the right location for downloading the Security Essentials ?

Microsoft Security Essentials - Free Antivirus for Windows

TIA !
 

My Computer

System One

  • Manufacturer/Model
    HP dv7 Notebook PC
    CPU
    AMD Turion(tm) X2 Dual-Core Mobile RM-72
    Memory
    4.00 GB

richc46

Staff member
Vista Guru
Gold Member
Messages
20,105
Location
Fairfield County, CT
#12

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT
Messages
20
#13
Hi Rich !

MS Security Essentials is installing. Even though I uninstalled Webroot, there is still an icon for it on my desktop. That should be a dead icon though, right ?
 

My Computer

System One

  • Manufacturer/Model
    HP dv7 Notebook PC
    CPU
    AMD Turion(tm) X2 Dual-Core Mobile RM-72
    Memory
    4.00 GB

richc46

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Gold Member
Messages
20,105
Location
Fairfield County, CT
#14
Does it have a little arrow on the bottom?
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT

richc46

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Messages
20,105
Location
Fairfield County, CT
#16
Ok that is called a short cut, just a way to get to the anti virus. Right click on it and then delte.
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT
Messages
20
#17
Whew ! Done ! :) Now I am going to restart the computer as Security Essentials has completed downloading and then I will go on and download malwarebytes !
 

My Computer

System One

  • Manufacturer/Model
    HP dv7 Notebook PC
    CPU
    AMD Turion(tm) X2 Dual-Core Mobile RM-72
    Memory
    4.00 GB

richc46

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Gold Member
Messages
20,105
Location
Fairfield County, CT
#18
Now, this is what you do. Go to search by the start button.
Type cmd
as soon as it pops up right click on and then run as administrator.
When it appears on the screen type driverquery.
Look for the driver wrksn.sys and make sure it is gone.

Also, look at how old all your drivers are, be sure to remind me to tell you how to update them after we are done.
I can also tell you how to maintain your computer properly to try and avoid problems.
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT
Messages
20
#19
Hi Rich !

OK ! The wrksn.sys driver is gone ! I saved a copy of the results of the driver query and attached it here as a zip file - I hope that is OK...it looks like there are a lot of older drivers in there - 2005 ? 2006 ? Am I reading this correctly ? :shock:

I am on my way to download the malwarebytes now...
 

Attachments

My Computer

System One

  • Manufacturer/Model
    HP dv7 Notebook PC
    CPU
    AMD Turion(tm) X2 Dual-Core Mobile RM-72
    Memory
    4.00 GB

richc46

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Messages
20,105
Location
Fairfield County, CT
#20
Those old drivers are what I saw when I read the reports. That alone may be the cause of the problem. We have to get those updated, too. I dont want to start now because if we get another BSOD, we wont know where to look old stuff or new.
Nice job with the drivers, never know we may need that information in a bit.
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS420
    Memory
    6 gig
    Graphics Card(s)
    ATI Radeon HD3650 256 MB
    Sound Card
    Intergrated 7.1 Channel Audio
    Monitor(s) Displays
    Dell SP2009W 20 inch Flat Panel w Webcam
    Hard Drives
    640 gb
    Cooling
    Fan
    Mouse
    Dell USB 4 button optical
    Keyboard
    Dell USB
    Other Info
    DSL provided by ATT

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