Blue Screen - Help PLEASE

[Guest]

Yesterday we spent a lot of time removing NAV2004 and installing NIS 2005.
When finally installed we went to Norton for update/downloads. There were
quite a few to download (2 hour - on dial up). During the last download, the
Blue Screen came up. The notebook turned off and then back on. We went back
to Norton and completed the download. Today when we were in IE6, we got the
same Blue Screen when we where searching (for a particular page on the Norton
site). What is causing this? We are senior citizens and our notebook is very
important to us. Can someone please help us?
We have WinXPsp2 and the error message was:
C:\DOCUME~1\Owner\LOCALS~1\Temp\WERddb6.dir00\Mini043006-03.dmp
C:\DOCUME~1\Owner\LOCALS~1\Temp\WERddb6.dir00\sysdata.xml
===
Error Signature:
BCCode : 100000d1 BCP1 : FD025000 BCP2 : 00000002 BCP3 : 00000000
BCP4 : F7C72950 OSVer : 5_1_2600 SP : 2_0 Product : 768_1
============
Error caused by a device driver
Thank you for sending an error report to Microsoft.
Error report summary

Error type : Windows stop error (A message appears on a blue screen with
error code information)
Solution available? : No (see Next steps)
What does this error mean? : Windows has encountered an error from which it
cannot recover and needs to restart
Cause : Unknown device driver
Computer symptoms : A message appears on a blue screen with error code
information (for example: e.g. 0x0000001E, KMODE_EXCEPTION_NOT_HANDLED)
Additional steps for you to take : Important: Please continue to send error
reports so analysts at Microsoft can study and try to correct the problem as
quickly as possible
Information about this error
You received this message because a device driver installed on your computer
caused the Windows operating system to stop unexpectedly. This type of error
is referred to as a "stop error." A stop error requires you to restart your
computer.
Next steps
We have analyzed your error report and at this time are unable to determine
the exact cause of the error. However, Microsoft will continue to analyze
this error report to try to determine the specific cause of the error. If we
are able to find the cause and correct it, and you encounter the same
problem, you will receive an updated response that includes instructions for
resolving the problem.

 

[Mike Hall - MS MVP Windows Shell/User]

Alice

Notebooks are important to people of all ages..

Norton NIS 2005 is old, so use Add/Remove Programs to remove it.. you may
have to refer to the Symantec website for full removal instructions..

OK, having done that, go to this website..
http://free.grisoft.com/doc/2/lng/us/tpl/v5 .. this will get you a very good
anti-virus program for which NO payment is required.. it uses up way less
resources than any Norton offering..

Now open up Control Panel and click on the Windows Firewall icon.. enable
the XP firewall.. if you want more from your firewall, and Microsoft does
recommend running third party firewalls, go to this website where you can
download a free firewall..
http://www.zonelabs.com/store/conte...cetrial_zaFamily.jsp?dc=12bms&ctry=CA&lang=en
... click the download button in the column furthest right to get it..

You now have first rate protection at zero cost to yourself.. of course, you
can have more features by buying each product, but you would probably not
use the extra features, so save yourself the outlay..

 

[Guest]

Thank you, but we do not believe it is related to Norton. On 3/16 and 4/12
the same blue screen thing happened. And that is with Norton that we have
been using for a few years.
Is there anything else we can look for that might correct the Blue Screen?
==

 

[Mike Hall - MS MVP Windows Shell/User]

Alice

ALL versions of Norton will produce a blue screen given time.. it is the way
things are..

 

[Guest]

Thank you. We have found it difficult to stay online with our notebook (we
are using our son's computer at this time) as of late. That is why we wonder
if we did delete all Norton products (NIS) from our machine and load a free
AV and free Firewall, what happens if the same Blue Screen shows again? What
we are trying to do now is address the problem of the Blue Screen and how to
possibly get rid of it (without deleting NIS at this time).
If we go online with the NIS still installed and try to download the free AV
and free Firewall, we most probably will get the Blue Screen while we are
trying to do the download. What we were trying to do was get rid of the Blue
Screen and then decide to delete the NIS and download the free AV and free
firewall. Couldn't there be something else causing the Blue Screen, other
than the NIS?
Hope you can understand our concerns.
========

 

[Mike Hall - MS MVP Windows Shell/User]

As your problem appeared after having acquired Norton updates/downloads,
there is a fair chance that Norton is the culprit.. disable all of Norton,
enable the XP firewall, uninstall all of Norton, then go get the free ones..
if the blue screen doesn't not come back, then all will be well..

 

[Guest]

Thank you. We had two instances PRIOR TO installing the NIS2005 and doing the
downloads.
At the top of the blue screen we were able to see "physical dump," before
the blue screen disappeared. That is why we were trying to find out if there
could be the slightest possibility that something else (other than Norton,
which has been on this PC for years) could be causing this blue screen.

====

 

[Mike Hall - MS MVP Windows Shell/User]

Lots can cause XP to crap out and do a memory dump.. Norton is one of them..
just try what I suggested and see what happens..

 

[Guest]

Thank you. As my wife might have mentioned (she had to leave quite suddently
for illness in family), it took us about five hours to install the delete the
NAV/Firewall 2004 and install NIS2005 and do all the downloads of the
updates, etc. We are really 'freightened' about deleting NIS2005 and finding
out, possibly, that something else is causing the Blue Screen. And we would
have to go through the whole process of installing the NIS2005 again. (We are
seniors and use AOL with dial-up.)
Does the following make any sense as to what the cause could be? We copied
it from the Blue Screen:
"A problem has been detected and windows has been shut down to prevent
damage to your computer.
DRIVER_IRQL_NOT_LESS_OR_EQUAL
If this is the first time you’ve seen this stop error screen, restart your
computer. If this screen appears again, follow these steps:
Check to make sure any new hardware or software is properly installed. If
this is a new installation, ask your hardware or software manufacturer for
any windows updates you might need.
If problems continue, disable or remove any newly installed hardware or
software. Disable BIOS memory options such as caching or shadowing. If you
need to use Safe Mode to remove or disable components, restart your computer,
press F8 to select Advanced Startup Options, and then select Safe Mode.
Technical information:
***STOP: 0x00000001 (0xFCD43586,0x00000002,0x00000000,0xF7E7A950)
*** AGRSM.sys - Address F7E7A950 base at F7E3D000, DateStamp 3e888ee3
Beginning dump of physical memory
Physical memory dump complete.
Contact your system administrator or technical support group for further
assistance."

=======

 

[Mike Hall - MS MVP Windows Shell/User]

That error code suggests a problem with a USB device.. it may be the port
itself (unlikely) or a driver issue.. but were you getting the blue screen
BEFORE?..

Re, NIS 2005.. the suite is OLD.. you would be better off to do what I
suggested.. NIS is by no means the be all and end all of home computer
security..

 

[Guest]

Thanks. I am answering in my wife's place. We received a We received two
(that I know of) blue screens prior to the deleting/installing NIS2005. We
have two USB ports on this notebook. On one we have a SimpleTech Flash Drive
(always plugged into the USB port. Maybe we should not leave it plugged in
continuously. But it has been plugged in for about one year..). On the other
one, we have a separate keyboard with a mouse plugged into the back of a USB
board on the keyboard. We have been using these for quite a long time (years
for the keyboard with mouse plugged into it's USB; the SimpleTech flash drive
for maybe one year).
Bob
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