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Problem Event Name: BlueScreen - Is This the Right Forum?


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Is this the right forum? This is the 2nd time my PC shut down unexpectedly. It is fairly new, refurbished Probook 6470b. I downloaded Leawo Video Converter as a free New Years promotional within a week ago. Now, my PC has shut down unexpectedly a couple of times. Here is the message on the Windows Pop up box:

Windows has recovered from an unexpected shutdown.

Windows can check online for a solution to the problem the next time you go online.

Problem signature:
  Problem Event Name: BlueScreen
  OS Version: 6.1.7601.2.1.0.256.48
  Locale ID: 1033

Additional information about the problem:
  BCCode: 1000007e
  BCP1: FFFFFFFFC0000005
  BCP2: FFFFF880018C5B57
  BCP3: FFFFF88003BB08C8
  BCP4: FFFFF88003BB0120
  OS Version: 6_1_7601
  Service Pack: 1_0
  Product: 256_1

Files that help describe the problem:
  C:\Windows\Minidump\011717-6661-01.dmp
  C:\Users\Louise\AppData\Local\Temp\WER-9469-0.sysdata.xml

Read our privacy statement online:

http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:
  C:\Windows\system32\en-US\erofflps.txt

 

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Sorry for the delay in responding.  This is the right place.

More info on the STOP 0x7E error (shorthand for BCCoce: 1000007e):  http://www.carrona.org/bsodindx.html#0x0000007E

Please run this report collecting tool so that we can provide a complete analysis: (from the pinned topic at the top of the forum):  https://forums.malwarebytes.org/topic/170037-blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/

FYI - I don't often use the Perfmon report, so if it doesn't work please just let me know.
NOTE:  On problem systems it can take up to 20 minutes for the log files to complete.  Please be patient and let it run.

If you still have problems with it running, there's an alternate tool here (direct download link):  https://github.com/blueelvis/BSOD-Inspector/releases/download/1.0.5/BSODInspector-1.0.5.exe

NOTE:
Please zip up the (.ZIP) files - do not use .RAR, .7z or other compression utilities.
.ZIP is the type file that can be uploaded to the forums.

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Zip comes with Windows,

Right click on the folder, select "Send to", then select "Compressed (zipped) folder"

If still unable to zip it up, upload it to a free file-hosting service (such as OneDrive), ensure that it's shared out, then post a link to it here.

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Just FYI - Office doesn't come with Windows.  On some systems there will be an option to install it - but you'll have to pay for it.

The .xls stuff is documents (spreadsheets) that are saved after using Office.  If the .xls documents have disappeared, there's a serious problem here.

I would start by trying these free scans:

Quote

Could you be infected?  It's possible that malware has corrupted your current protection, so please try a couple of these, independent scans (from this link: https://www.us-cert.gov/ncas/alerts/TA15-286A ).  This is in case your current protection is compromised by malware and giving false results:


           F-Secure
           https://www.f-secure.com/en/web/home_global/online-scanner (link is external)

           McAfee
           http://www.mcafee.com/uk/downloads/free-tools/stinger.aspx (link is external)

           Microsoft
           http://www.microsoft.com/security/scanner/en-us/default.aspx (link is external)

           Sophos
           https://www.sophos.com/en-us/products/free-tools/virus-removal-tool.aspx (link is external)

           Trend Micro
           http://housecall.trendmicro.com/ (link is external)

    The above are examples only and do not constitute an exhaustive list. The U.S. Government does not endorse or support any particular product or vendor.

If you do find infections, I'd suggest posting over in the Am I Infected forum to ensure that all the bad stuff has been removed:  http://www.bleepingcomputer.com/forums/f/103/am-i-infected-what-do-i-do/
Please read the pinned topics at the top of the forum for instructions on how to post there.

 

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On 1/21/2017 at 2:14 AM, usasma said:

Just FYI - Office doesn't come with Windows.  On some systems there will be an option to install it - but you'll have to pay for it.

The .xls stuff is documents (spreadsheets) that are saved after using Office.  If the .xls documents have disappeared, there's a serious problem here.

No .xls documents disappeared! My brother has Office, and can install it, later. But, I don't want it, except the spreadsheet.

My brother explained, I have to right-click and select, Send To compressed (zip) folder to zip. I used to have 7zip. I thought I had to download zip software, but I was wrong!

This refurbished laptop is a Windows 7 64-bit SP1
Intel Core i5-3320M CPU @ 2.60GHz, 8.0GB RAM, Intel HD Graphics 4000

Hewlett Packard Probook 6470b
NBK/HP:6470B/COR.15:2.6/8
GB/128SS/DVRW/Win7P64 Bit

How old is it? It used to be state-of-the-art . . . seven years ago? I don't know.

perfmonReport.zip

SysnativeFileCollectionApp.zip

Edited to say, I looked up a review, which is dated December 2012:
Review HP ProBook 6470b Notebook
http://www.notebookcheck.net/Review-HP-ProBook-6470b-Notebook.86802.0.html

Edited by longbeachlouise
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Only 249 Windows Update hotfixes installed.  Most systems with SP1 have 350-400 or more.  Please visit Windows Update and get ALL available updates (it may take several trips to get them all).
The actual number is not important.  Rather it's important that you checked manually, installed any available updates, and didn't experience any errors when checking or updating.

There are no memory dumps in the uploaded reports.
Please do the following:
 

Quote

Upload Dump Files:
NOTE:  If using a disk cleaning utility, please stop using it while we are troubleshooting your issues.
Please go to C:\Windows\Minidump and zip up the contents of the folder.  Then upload/attach the .zip file with your next post.
Left click on the first minidump file.
Hold down the "Shift" key and left click on the last minidump file.
Right click on the blue highlighted area and select "Send to"
Select "Compressed (zipped) folder" and note where the folder is saved.
Upload that .zip file with your next post.

If you have issues with "Access Denied" errors, try copying the files to your desktop and zipping them up from there.  If it still won't let you zip them up, post back for further advice.

If you don't have anything in that folder, please check in C:\Windows for a file named MEMORY.DMP.  If you find it, zip it up and upload it to a free file hosting service.  Then post the link to it in your topic so that we can download it.

Also, search your entire hard drive for files ending in .dmp, .mdmp, and .hdmp.  Zip up any that you find and upload them with your next post.

Then, follow the directions here to set your system for Minidumps (much smaller than the MEMORY.DMP file):  http://www.carrona.org/setmini.html
More info on dump file options here: http://support.microsoft.com/kb/254649

There is evidence of 3 BSOD's in the WER section of the MSINFO32 report.
2 from January of this year and one from October of last year.
No further info the January dumps, but the October dump blames your wireless drivers

Please:
- download a fresh seet of the wireless drivers from the HP support website for your model
- uninstall the current wireless driver software from Control Panel...Programs and Features.
- install the freshly downloaded drivers software,
- monitor for further BSOD's


 

Edited by usasma
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http://h20565.www2.hp.com/hpsc/swd/public/detail?sp4ts.oid=5212860&swItemId=ob_146625_1&swEnvOid=4060

Don't delete drivers.  Rather, uninstall the program that's responsible for those drivers (and then the installer will remove the drivers properly).
If you delete them manually, there's a chance the system may not boot up :(

Here's how to do the drivers (this is the cautious way):

Quote

- download a fresh set of the latest, compatible drivers
- uninstall the current program that controls the drivers from Control Panel...Programs and Features
- install the freshly downloaded drivers
- monitor for further BSOD's

This should be the link to the wireless driver program for your system:  (in next post - stupid editor wouldn't let me past it here) 

Edited by usasma
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It looks like none of them are the one to remove.
This isn't uncommon - so don't worry about it.
Go to Device Manager, right click on the Intel Centrino Advanced-N 6205 device and select "Uninstall"
If it asks you if you want to uninstall the software for that, check the box to do so (if it doesn't ask, don't worry about it).

Then install the downloaded driver package
 

Edited by usasma
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Hi, Thanx SO MUCH for checking that. Since I posted the installed programs, I have a couple questions which may be a new topic . . .

In the mean time, I found the Intel Centrino Advanced-N 6205 under, Network Adapters, in the Device Manager. The confirm box has a checkbox which I could check to delete the driver software for the device. Should I go ahead and delete it?
uninstallInstructions02032017b.jpg.85e70fe813766f0ed01c03106bfc4eba.jpg

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Hi, I followed your instructions to delete the driver software for the device, by clicking the checkbox in the popup. I'm on my other laptop, because I don't have wireless on the one I was fixing, so I can communicate with you on the forum.

See on the screenshot, above? Under Network Adapters, there is only one entry, the one at the top. The Microsoft Virtual Wifi Miniport Adapter at the bottom, is gone. I put my laptop on Hibernate. I seldom shut it down. When I ran the executable file of the wireless program, a popup window appeared, offering to fix the connection, if it didn't install properly. I tried that a few times. There was a screen which asked where to put the wireless software, and there was a default option, so I left the default.

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Have you installed the driver package from the link that I posted?  That should allow you to connect wirelessly once it's installed.

If it doesn't, then there may be a hardware problem with the wireless device

http://h20565.www2.hp.com/hpsc/swd/public/detail?sp4ts.oid=5212860&swItemId=ob_146625_1&swEnvOid=4060

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I downloaded from the link you posted. It is an executable file. First,

I uninstalled the Intel Centrino Advanced-N 6205 device. I checked, "Delete the driver software for this device," the way you instructed:uninstallInstructions02032017.jpg.6a2a91193cc6a366a35ef6eb6270b860.jpg

uninstallInstructions02032017b.jpg.f99a7b9daaef3bbb31c293172dfac7cd.jpg

It took out the Microsoft Virtual Wifi Miniport Adapter, as well. Here is how it looks now:


NetworkAdapters02062017.jpg.9c9c7653a6e01870b5c20161a25d5db0.jpg


Both laptops are fired up, and a flashdrive to go back and forth. Here are some of the screenshots I took, which may indicate what happened:

LocationtoSave02062017.jpg.c7066a26ec7852385900753c9ae517e8.jpgI

Is the default address okay? Maybe it has to go where the Network adapters are (?)

NotInstall02052017.jpg.03cc769095587a9d62365cee1c8441fd.jpg

That was last night. I reinstalled, and reinstalled, then placed the executable file on my desktop, instead of in a folder, and reinstalled, again, by now, about 1/2 a dozen times! That is the message I get at the end.

When I turned on my computer from Hibernate, this message appeared from the status tray:

ClickforDetails02062017.jpg.0580aa5df74d5705245cc4ca26fed9a8.jpg

but the message disappeared while I took a screen shot.

Then I reinstalled the software again, and got this message at the end:

RefertoLogFile02062017.jpg.b5f1a45e77076923c3fa6a8038a8f1a8.jpg

 

 

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Now I will post screen shots of the problem reports, and one txt file.

problemReports02062017.jpg.c6972b3dc5c30cac009d861ae94cd9dc.jpg

When I click on Problem Compatibility report, at the top, this appears.

ProgramCompatibilityproblem02062017.jpg.11d1c976e41df8a90679d067be8dd2eb.jpg

When I click on Diagnostics Trouble Shooting Wizard for 02-06-2017, this appears:

DiagnosticsTroubleShootingWizard02062017.jpg.c60d8f99e6f06943452220d0b08257da.jpg

When I click on Driver software Installation for 02-06-2017, this appears:

DriverSoftwareInstallation02062017.jpg.a5c1d7f015321357edf3eba55b04e76e.jpg

 

Do you need the DMICE06.tmp.log.xml file?

That appears to be it. There is nothing else in the Problem reports related to installation of the wi-fi software.

:)

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