Blue Screen Crash

Hello

My brother recently asked me to find out why his computer keeps experiencing the blue screen. He says the issue started about 3 weeks ago when he turned his computer on and google chrome wouldnt load as it freezes in a service log in (I will place a screen shot on this MSG). and when he tried to click on any area of the screen the BSOD would appear and crash his comp.
I tried explorer and that loads and works i.e. loads pages but it also brings on the BSOD sometimes.
I tested and left it on the desktop with nothing running and it didnt crash.
He says he hasnt downloaded anything recently.
I have uninstalled chrome and reinstalled it and it is still stuck in that service log in page. I also uninstalled Comodo firewall as this was the last program that i installed on it and found something called privdog which i uninstalled. but still crashes

My bothers comp is Hewlett Packard
Ho Probook 4530s
intel core i5-2430m 2.40ghz
8GB Ram
64 bit os

I have taken screen shots of the issue with google, a photo of the BSOD and also copied the message of the problem that windows picked up on reboot and put it in notepad and will attach them to this msg.

Hope you guys can offer some assistance

Cheers
Adam

 

The crash is in the Intel graphics driver (igdpmd64.sys, flagged in the blue screen) as illustrated by the description " ... click on any area of the screen ... ". It could be the memory (System or dedicated) used by the graphics.

Something is still trying to enable Privdog, Autoruns (or a trip to the Malware folks here) should enable you to track it down and disable it.

Uninstalling security software needs the correct tools to ensure full removal, anything left over can cause problems at a later date - Comodo might still be playing a part here. This might help.

Notes for the BSOD type given:

I really can't rule out any of the above at this time.

 

Cheers for your responses guys.

I am not as techno savy as you so it is taking me a bit of time to look at your suggestions, presently i am struggling getting one piece of ram back into the machine to test it but having trouble with it being such a confined tiny space.

Will get back to you when i have check what you suggested

cheers
Adam

 

Hi Guys

I have checked the RAM and it crashed when both were removed and one left in, i have also updated all the drivers and it is still crashing.
I am not sure how to check the drive for errors but i ran the scan of that software you suggested (by accident mind) and after that scan google came to life briefly and but then stopped working.
I am also not sure how to run the Old Prefetch Data from ccleaner

Satrow are you suggesting this post gets transferred to the malware forum or are there still things to check here?

Also after i unistalled Privdog it has resurfaced so that is interesting

I also after i checked the ram and run the scan i decided to open up internet explorer and google and after about 10-15 mins of use it crashed. I decided to do a test and just loaded internet explorer and the login page of facebook, i left it like that and it did not crash and it was on for about 3 hours until i had to turn it off. Could this suggest a conflict with the internet?

Cheers

Adam

 

For the Prefetch, what you can do is type prefetch in the search box (Start -> search box in lower left) and click on the prefetch item in the results pane above the search box. Select one of the items by clicking on it and then type Ctrl+A to select all including the Readyboot folder. Press the Delete key to clear the folder. Close all windows and restart the computer. Windows will reconstruct prefetch as needed including the Readyboot folder.

 

No, I don't see enough evidence that would require a trip to the Malware section.

If PrivDog is part of the problem, and the indications look to me like it is, then it needs completely removing during troubleshooting; after uninstalling it (it could be part of the Comodo installer) judicious use of Autoruns and a thorough cleanup in each browser, removing toolbars, extensions, etc. related to it, should prevent it from re-activating.

The CIS forums should have details on how to uninstall it completely (CIS and PrivDog).

Cleaning the Prefetch won't prevent any software from running.

 

Hi guys

I typed Prefetch into the search box and nothing came up :confused

Also i have uninstalled comodo and privdog but privdog is still there and comodo isnt. You mention the CIS forum is there a link to this??

Sorry if i am a bit slow i guess i need it spelt out for me

Cheers

Adam

 

Here you go, Adam, Comodo forum: https://forums.comodo.com/index.php#c2

 

Hey guys

Cheers for the link

sorry this is taking so long, come up against a bit of a snag, i ran the uninstall and rebooted on the link only to find out the mouse pad and keyboard wont work on the log in page. Interestingly enough the mouse pointer works when i plug a usb mouse into the comp. Any ideas?

Cheers

Adam

 

Are the mouse and keyboard both PS2, Adam? It's usually USB peripherals that don't work until Windows is loaded.

Can you detail all steps you took during the session before this problem began?

 

Hi satrow

Its a laptop so the mouse and keyboard are inbuilt arent they, the usb mouse was one that i use when i am tired of the touch pad and this works but the touch pad and keyboard still remain disabled.

Everything was ok, i used the link you provided and on the commodo site i found a link to remove all the products that commodo installed.
I followed it here http://forums.comodo.com/install-se...nstall-cis-to-avoidfix-problems-t58620.0.html
and then i used the program in point three to try and find privdog, i clicked on the first two buttons, then on the third everything was going ok till it asked me to restart, it restarted ok but with no keyboard and touch pad. It is literally like it has crashed only when you plug an external mouse in it works.
(realising now it was probably not wise to use a program i dont know much about, but i have gotten away with it before ah karma )

and since then i have not been able to get the computer past the log in page cause i cant type in my password.

Also i will add this picture as while i was trying to get the mouse working i went into the set up section by pressing f2 on start up, and ran a ho system check, it stated that there is an issue with the ram, but oddly enough they seemed ok when i checked them out. bit of a dumb question but would the laptop start with no ram?

Thats all i know about thet keyboard touch pad malfunction it was working fine when i was running that program. Is there a way to do a system restore from the bios page?

Cheers

Adam

 

Any hardware problem will trump anything we can do in software, that memory issue has to be sorted out first; pull both sticks of RAM, re-fit one of them and run the inbuilt tests again, if it passes, test the same stick/slot by booting with MemTest86+ and running it for 7+ passes (that'll take a few hours maybe).

Any errors mean that there's a fault with either the memory or the slot, if that happens, try the other stick in that same slot, test again and if you hit the same errors, try the other slot.

 

Hi guys

Ok so this is getting a bit weird now. This might be hard to explain but i will try so bear with me sorry it has taken so long, trying to find time to run the tests was difficult.

I began testing the ram and it produced some strange results.

So I am going to call them 'bottom slot' and top slot.

So Bottom slot - I tested the RAM in that using HP system test and it passed. I then used memtest86+ and tested the RAM in that slot, i ran it 7 times and it Passed every time.

I then took that RAM out and put the other RAM Card in the Upper Slot

So Upper slot - I tested this RAM with the HP system test and it failed that test. I then used Memtest86+ and tested the same RAM card and it passed. I ran it 7 times just to be sure and it passed all of them

It seems thought i am getting false positives, I have run the HP test a lot of times before you told me about the Memtest86+. The ram from the bottom slot seems to work in both slots, the upper slot RAM works sporadically in the upper slot and works every time in the bottom slot. I can only assume that it might be the upper slot that is a little dodgy. Having examined it there is a clip that holds it into place, there is a white piece of plastic that supports that clip which has cracked and falls loose. But i am not sure if this is enough for the RAM to come loose. Maybe it does not seat the RAM Properly, either way it the bottom RAM works in this slot ok. I will keep testing it whilst waiting for your response.

What ever the issue i think the Bottom slot is ok after being tested by HP system info, Memtest86+ and both RAM cards being installed into it.

What you think guys?

Cheers

Adam

 

It does sound like one slot is faulty, if the machine is under warranty still, contact them and explain the situation.

If it's not but you can still use the machine with one populated slot, I guess you'll have to put up with it (I've used a small wedge of pencil eraser in the past to 'fix' a similar notebook/RAM problem).

 

Cheers satrow

Yeah i figured i would need to use one slot from now on, its not a worry as there is still 4gb to use. I cant see if this has solved the crash problem though as i cant log in.
For some reason the touch pad and the keyboard are not working when i go to type my password in to log in. This is strange because when i used the HP Diagnostics screen (to check the RAM) the touch pad works, any ideas??

Cheers

adam

 

Hmm, if you get access to the keyboard/mouse in the BIOS - and you normally gain access to the BIOS with the designated key/key combination anyway, that does seem to suggest that it's a Windows issue, the drivers aren't loading early enough? Try leaving it on the Login screen for a longer period, I have seen Windows login to become responsive to input some time after leaving it alone - I don't recall which Windows version that was though, probably XP, it was a few years ago.

Do you have a bootable CD/DVD/USB that you could test with? If it works then, that pretty much proves it to be a Windows issue, you might be able to figure out a way of accessing Windows via a CD to set it to autologon? It will probably need offline access to the Registry, can't think now what disks there are to enable that - maybe one of these: http://www.majorgeeks.com/files/details/trinity_rescue_kit.html or http://www.majorgeeks.com/files/details/ultimate_boot_cd_(ubcd).html ?

 

Hi Satrow

I dont have a bootable CD/DVD/USB windows came installed on the laptop oddly enough i have a linux one. Take it i cant get one with out buying one.

I have left the log on for a while and the touch pad and keyboard is still not working so i will now try those links you left me do i run those programs from a USB and then pressing f2 during start up?

cheers
Adam

 

Hi

I tried those programs but did not understand them so gave up, i did however have an idea to use the on screen keyboard which allowed me to log in, so i can get onto the desktop.
The touch pad and keyboard are still disabled but i can attach an external usb mouse which works.

So i logged in and it looks like a number of issues has arose, i checked device manager and a lot of the items in there have yellow exclamation marks next to them. I tried to update the drivers but it says they are all up to date. I dont want to touch it further with out you guys telling me to. I will attach two photos of the yellow exclamation marks.

Is there a piece of software that i can use to scan the machine and fix these issues? I ideally dont want to try and root around the BIOS as i am not too familiar with it.

Keyboard and mouse still not working, and it crashed again when i was just investigating device manger

any ideas?

Cheers

Adam

 

forgot to attach the photos

 

Hm, it's looking like either a serious hardware malfunction (cracked motherboard?) or windows is pretty much broken. Can you get into that Linux distro you have and does it load the mouse - sound - anything? Root around in it, if you can, see what works and what doesn't?

 

Hi Satrow

i have been running Linux (Ubuntu) off a CD for about 7 hours now and everything seems to be working fine, i am going to keep monitoring it and maybe try it with that extra piece of ram in it tomoz.

Because it seems to be working ok with linux are we reckoning that it was a windows failure?? if it was anything more serious then surely linux would fail too.

I will run it this way for another day or two to make sure and get back to you

As i might need help installing linux as a full time OS for the interim (my brother needs to decide whether he wants to buy another Win OS)

cheers

 

Sounding more like a Windows failure now. Windows would stress the system a little more when all optimum performance drivers are loaded, a bootable distro would be somewhere between Safe Mode with networking and full blown Windows in terms of stress.

 

Hi Satrow

I have been running ubuntu 12.10 for a good few days now and as of yet have had no issues from crashes, it has also been running with both RAMs in with out crashes. So it looked like the problem was a windows failure, i have never come across one so was all new to me. But it looks solved now so cheers

The issue that i am having now is one of drivers, ubuntu is not picking up the wireless card, do you know of any sites or links or software that will help me find out what drivers i need and where to get them. Or will i have to post in the software forum.

Cheers

Adam

 

You're already posting in the Software Forum. It would help to know the make and model of the wireless card so a search could be done for the appropriate driver.

Also, are you still running from the Live CD/DVD? You may need to install Ubuntu on the hard drive in order to install the driver and get it to work.

 

Hi Satrow

Sorry i thought i was in the hardware section lol

No i am not running off the CD i installed Ubuntu 12.10 again still no visible issues yet.

After i typed this lshw -C network into the terminal and the wireless card seems to be an:

Realtek Semiconductor
RTL8111/8168B PCI Express Gigabit Ethernet Controller
Size: 10Mbit/s
Capacity: 1GBit/s
Width: 64
Clock: 33mhz

Hope there is a driver for it

Cheers Satrow

Adam

 

There are 2 drivers for your card in the kernel. You have to blacklist one to allow your system to connect.

Here is one Google Search result from the Orange Forums that is marked as [SOLVED]. :major

 

BoredOutOfMyMind

Thank you for your response

I am however not a ubuntu expert and thus am unfamiliar with inputting the 'code' i tried it and ended up disabling network manager, and i had to reinstall ubuntu.

Is there any way i can fix this with an application?

If not i will just have to use a wire for now until my bro buys windows again

Cheers

Adam