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Question

blue screen of death error

by bob32123 / April 20, 2017 10:53 AM PDT

this afternoon i attempted to start my computer and got a "blue screen of death" and "Bad pool header". i restarted the computer and the problem persisted. i have run startup repair. i tried system restore and have gotten various errors including "system restore failed to extract the original copy from the restore point." i ran memory diagnostics from startup repair, and it returned no errors.
i tried starting from last known good configuration.
my operating system is windows 7.
safe mode works totally fine(which is how im posting this).
some info from windows i hope helps that i dont really understand:
Problem signature:
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033

Additional information about the problem:
BCCode: 19
BCP1: 0000000000000021
BCP2: FFFFF8A001650000
BCP3: 0000000000002810
BCP4: 0000000000002800
OS Version: 6_1_7601
Service Pack: 1_0
Product: 768_1

Files that help describe the problem:
C:\Windows\Minidump\042017-4898-01.dmp
C:\Users\Shlomo\AppData\Local\Temp\WER-12246-0.sysdata.xml

please help me.
thanks,
bob

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All Answers

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Answer
Let's start with
by R. Proffitt Forum moderator / April 20, 2017 10:56 AM PDT

I have yet to find anyone find the error with the BSOD and those files. So far most find the error with a story about the PC, it's age and if a fresh Windows install works or not. You can google the BSOD and see if any priors apply as well.

But with what you posted here, all that it told us is Windows crashed. It didn't tell why.

Tell more about the PC and since a safe mode works, use this link to try something. like https://www.sevenforums.com/bsod-help-support/70248-troubleshooting-msconfig.html

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more info
by bob32123 / April 20, 2017 11:02 AM PDT
In reply to: Let's start with

safe mode works with and without networking, 100% of the time, no visible errors. regular mode crashes 100% of the time before the log in screen. computer is a dell inspiron 3721, 4 years old, running windows 7 home premium. what other info would be helpful?
thanks,
bob

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Read how to use MSCONFG
by R. Proffitt Forum moderator / April 20, 2017 11:03 AM PDT
In reply to: more info

To disable other than Microsoft items.

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.
by bob32123 / April 20, 2017 11:09 AM PDT

what should i disable? everything in startup? try 1 at a time and see what works? something else?

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Your choice.
by R. Proffitt Forum moderator / April 20, 2017 11:14 AM PDT
In reply to: .
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Post vanished. Anyhow.
by R. Proffitt Forum moderator / April 20, 2017 11:19 AM PDT
In reply to: .

If you don't have time to research each item, disable all.

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tried
by bob32123 / April 20, 2017 11:31 AM PDT
In reply to: Post vanished. Anyhow.

i tried disabling all items in both startup and services. regular mode still crashed as before. i noticed 3 things in services brought themselves back on, not sure if that means anything.

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There's too little about the PC.
by R. Proffitt Forum moderator / April 20, 2017 11:33 AM PDT
In reply to: tried

Some will crash for other reasons like some USB thing plugged in.

Is there any way to share what this PC is and if a fresh install works?

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what info?
by bob32123 / April 20, 2017 11:36 AM PDT

what do you need to know about the computer? its a dell insprion 3721, windows 7, 4 years old. let me know what other info you need and ill try to find it. what do you mean by a clean install?

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Clean install or factory reset.
by R. Proffitt Forum moderator / April 20, 2017 11:45 AM PDT
In reply to: what info?

It's a little older so there's not much to work with here.

I noted the USB idea but you didn't respond with either nothing plugged in or what happened when you unplugged the mouse or printer.

Since safe mode works it's usually a software issue of trojan, driver or OS damage. The clues so far are too slim.

Trying to avoid a factory reset here but it's getting hard to avoid.

Supply a WEB SPECCY to see if something shows up.
Read how at https://www.piriform.com/docs/speccy/using-speccy/publishing-a-speccy-profile-to-the-web

Go ahead and scan for malware. Use Grif's list at
http://www.cnet.com/forums/discussions/how-to-remove-pup-option-603542/#post-f742c795-5881-433b-a29b-6d758efe5cd3

Finally, run CHKDSK /F on all drives.

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speccy
by bob32123 / April 20, 2017 11:51 AM PDT
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Can you boot to a DVD or USB?
by James Denison / April 20, 2017 11:50 AM PDT
In reply to: what info?

I just get this feeling from the error description that the hard drive may have some bad sectors on it, but can also be caused by a bad RAM stick. If you can boot a Linux distro from a LIVE DVD and no problems, then that points only to windows itself or a failing HDD.

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ssd
by bob32123 / April 20, 2017 12:02 PM PDT

my hard drive is an ssd, shouldnt that eliminate the possibility of bad hard drive sectors?

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Maybe.
by R. Proffitt Forum moderator / April 20, 2017 12:07 PM PDT
In reply to: ssd

But it can be prone to file system issues just like any file system Windows uses.
That's why we do the CHKDSK anyway. With the /F flag.

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interesting question
by James Denison / April 20, 2017 1:32 PM PDT
In reply to: ssd

So far as I know an SSD works or fails to work, like most other flash.

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Answer
Speccy reading. What I would do if mine.
by R. Proffitt Forum moderator / April 20, 2017 12:00 PM PDT

1. REGUtilities is a program developed by TuneUp Software
This is bad news. These tune up programs usually cause trouble rather than fix PCs.
Remove it now.

2. Java. Uninstall that until the machine is stable.

3. DNS and more is 10.0.0.138
Something different there. Why is that setup like this?

4. HID-compliant mouse
I wrote to unplug all USB things. There appears to be a mouse plugged in. Go without until stable.

The biggest flag/item is that Tune Up utilities. A source of trouble for way too many folk.

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help
by bob32123 / April 20, 2017 12:08 PM PDT

working on uninstalling REGUtilities, its giving me a hard time.
no idea what dns is.
my mouse is jammed in, i might be able to get it out with pliers or something, but ill probably break it trying. can we work around it for now and leave it for last?

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So there are HARDWARE PROBLEMS?
by R. Proffitt Forum moderator / April 20, 2017 12:17 PM PDT
In reply to: help
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.
by bob32123 / April 20, 2017 12:23 PM PDT

chkdsk tells me the type of file system is ntfs, cannot lock current drive. also that it cant run because the drive in is use by another processes. the uninstaller for java is not working, im trying to uninstall it. i think the regutilities thing is gone, i deleted all folders and files with that name. ill try to yank out the mouse.

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CHKDSK continued.
by R. Proffitt Forum moderator / April 20, 2017 12:29 PM PDT
In reply to: .

Usually it asks if you want to run on next boot. Try adding the /X flag next time. See if it asks.

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chksdsk
by bob32123 / April 20, 2017 12:11 PM PDT

can you give me the exact spelling for the chkdsk?

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java
by bob32123 / April 20, 2017 12:16 PM PDT

i tried to uninstall java, and was told the windows installer service could not be accessed, not sure why, im thinking maybe all the stuff i disabled with msconfig? should i turn that stuff back on and try again?

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Your choice on testing.
by R. Proffitt Forum moderator / April 20, 2017 12:18 PM PDT
In reply to: java

Here, Java goes till stable. Always can add it back in.

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.
by bob32123 / April 20, 2017 12:38 PM PDT

im still having difficulty uninstalling java.
i think regutilities is gone.
im finishing up the link you gave me earlier for the antiviruses ect.
i got the mouse out.
i tried chkdsk /x c:
i got the same error as with /f, i hit to run it the next time the computer starts.
im going to restart when super anti spyware is done and see what happens.

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java
by bob32123 / April 20, 2017 12:59 PM PDT

java appears to be gone. super anti spyware has found 2671 problems, its still removing them.

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Progress in my view.
by R. Proffitt Forum moderator / April 20, 2017 1:40 PM PDT
In reply to: java

SAS is very good at this. Can you share what you think let all these pests in?

My thought are these registry and tune up apps. They install unwanted things which install other unwanted things. The snowball effect.

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problems
by bob32123 / April 20, 2017 3:06 PM PDT
In reply to: Progress in my view.

i just spent the last hour and a half fighting to get back even in to safe mode. when i restarted after super anti spyware finished, safe mode refused to load. i eventually rest the BIOS by removing the CMOs battery, which let me back in. regular mode still appears not to work. the heard drive check looks to have come back clean. what should i try now?

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Let's try a HIJACKTHIS report.
by R. Proffitt Forum moderator / April 20, 2017 3:29 PM PDT
In reply to: problems

After that it's a deeply damaged OS. I take it you have your Windows 7 DVD so after the HJT reading look up how to use SFC (we don't use that yet.)

Read https://www.bleepingcomputer.com/download/hijackthis/

If a reading of this and SFC fail, I fear that unless a new clue pops up, an OS has to be installed.

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Answer
Blue Screen of Death
by aliaster022 / May 8, 2017 1:45 AM PDT

The Blue Screen Error occurs frequently in case of a faulty hardware driver software. The system abruptly closes as soon as it detects an error. For a more detailed knowledge about this error you should read this article

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Answer
Disable other Windows items
by Jim_Sanders / May 8, 2017 5:11 AM PDT

I think we should to turn off all others windows items

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