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Computer keeps crashing!


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#1
topperking99

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Hi,
My computer keeps shutting down whenever I run Trend Micro FULL scan - the quick scan works fine .... but the FULL one usually crashes my system at about 70% completed ...
I contacted them, and they asked me to do a few things, still no use -
I ran your Malware removal tutorial so I have a few of the logs - but please help me again - thanks a million ...

Now my computer just shuts down for no reason .... I leave for a couple of hours and it has crashed ....

When it reboots I get the blue start-up screen which scans my disks - I get messages about sizes of files that need to be truncated like:
trend micro urlhist.log or realplay.exe-05411014.pf or the size of etilqs_dldk55 etc is too big -

And I keep getting blue screens regarding BIOS etc ....

Now when I start Windows I get this:

Error Message: STOP 0x000000EA THREAD_STUCK_IN_DEVICE_DRIVER (Q293078)

What is that?
Please help??!??!?!

Edited by topperking99, 04 May 2009 - 05:42 AM.

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#2
rshaffer61

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Hello welcome to GeeksToGo, We will be happy to help you.

We will need some more information

If this is a name brand system:
Make
Model
Operating System
Age of the computer
Memory Total
Hard Drive Size, How much free space



If this is custom then We will need the following:

The CPU brand and model
The Motherboard brand and model
Ram amount and speed
Cd\Dvd rom interface IDE/
Hard Drive size and free space
Any cards in PCI slots

In Addition please supply:

Any software installed\updated and driver updates done just before problem started.
Any hardware installed\updated prior to problem starting.


Specifically I need to know about your video card.
All this will help in determining a course of action to best correct the problem you are experiencing.





Download WhoCrashed from the link in my signature below
This program checks for any drivers which may have been causing your computer to crash....

Click on the file you just downloaded and run it.
Put a tick in Accept then click on Next
Put a tick in the Don't create a start menu folder then click Next
Put a tick in Create a Desktop Icon then click on Install[/b and make sure there is a tick in Launch Whocrashed before clicking Finish
Click Analyze
It will want to download the Debugger and install it {b]Say Yes


WhoCrashed will create report but you have to scroll down to see it
Copy and paste it into your next reply

Download and install EVEREST
Open it.
1: In left pane expand Computer folder.
2: Click once on Summary
3: In upper menu, go Report
4: [And then to b]Quick Report-Summary[/b]
5: Save it in text file, and paste it in your next post.


Don't include anything under the line Debug - PCI

Edited by rshaffer61, 04 May 2009 - 06:07 AM.

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#3
Anthony19

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Hello topperking99 & Welcome to GTG

More info located here : http://support.microsoft.com/kb/293078

Try that thread...

Also , for us to help determine any other issue's that may has arisen

Can you also download WhoCrashed and provide a report in next reply

Who crashed can be located @ http://www.resplende...rashedSetup.exe ( Direct Link to download )

simply Click the "Analyze "button

Please post back the results from "Analysis "and below

Best of luck
&
Happy Computing

Anthony19

PS: Can you also supply the following information

If it is a name brand system:
Make and Model
Operating System
Age of the computer
Memory Total
Hard Drive Size, How much free space

If it is custom then I will need the following:
The CPU brand and model
The Motherboard brand and model
Ram amount and speed
Cd\Dvd rom interface IDE/ SATA
Hard Drive size and free space
Any cards in PCI slots
Any software installed\updated and driver updates done just before problem started

All this will help in determining a course of action to best correct the problem you are experiencing
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#4
topperking99

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Hello Rshaffer61 & Anthony19:

Thanks for your replies:

Make: Acer
Model: TravelMate 4200 -
Operating System - Windows XP PRofessional SP3
Age of the computer - about 3 years old
Memory Total - 1.99 GB of Ram
Hard Drive Size:
C: 53GB / 7.57 Free
D: 53GB / 12 Free

________________________

HARDWARE: Only external USB Hard Disk
SOFTWARE: UTorrent as well as Malware removal software and a few other things from the Malware removal Tutorial on this site, but I have removed most of them - except UTorrent

I don't know how to get the Video Card info - ow do I get that -

_______________________

WHOCRASHED REPORT:

Analysis
--------------------------------------------------------------------------------

Crash dump directory: C:\WINDOWS\minidump

Crash dumps are enabled on your computer.


On Mon 5/4/2009 11:37:00 AM your computer crashed
This was likely caused by the following module: igxpdv32.dll
Bugcheck code: 0xEA (0x8884B1C8, 0x8A55A678, 0x8A3A9100, 0x1)
Error: THREAD_STUCK_IN_DEVICE_DRIVER
file path: C:\WINDOWS\system32\igxpdv32.dll
product: Intel Graphics Accelerator Drivers for Windows NT®
company: Intel Corporation
description: Component GHAL Driver



On Mon 5/4/2009 10:42:28 AM your computer crashed
This was likely caused by the following module: pci.sys
Bugcheck code: 0x1000008E (0x80000004, 0x806ECAE1, 0xA76C1774, 0x0)
Error: KERNEL_MODE_EXCEPTION_NOT_HANDLED_M
file path: C:\WINDOWS\system32\drivers\pci.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Plug and Play PCI Enumerator
The crash took place in a standard Microsoft module. Likely the culprit is another driver on your system which cannot be identified.




--------------------------------------------------------------------------------
Conclusion
--------------------------------------------------------------------------------

2 crash dumps have been found and analyzed. Note that it's not always possible to state with certainty whether a reported driver is really responsible for crashing your system or that the root cause is in another module. Nonetheless it's suggested you look for updates for the products that these drivers belong to and regularly visit Windows update or enable automatic updates for Windows. In case a piece of malfunctioning hardware is causing trouble, a search with Google on the bug check errors together with the model name and brand of your computer may help you investigate this further.

_______________________________________________________

--------[ EVEREST Home Edition © 2003-2005 Lavalys, Inc. ]------------------------------------------------------------

Version EVEREST v2.20.405
Homepage http://www.lavalys.com/
Report Type Report Wizard
Computer IHABSAID-NB
Generator Ihab
Operating System Microsoft Windows XP Professional 5.1.2600 (WinXP Retail)
Date 2009-05-04
Time 08:22


--------[ Summary ]-----------------------------------------------------------------------------------------------------

Computer:
Operating System Microsoft Windows XP Professional
OS Service Pack Service Pack 3
DirectX 4.09.00.0904 (DirectX 9.0c)
Computer Name IHABSAID-NB
User Name Ihab

Motherboard:
CPU Type Mobile DualCore Intel Pentium M, 1866 MHz (14 x 133)
Motherboard Name Acer TravelMate 4200
Motherboard Chipset Intel Calistoga i945GM/PM
System Memory 2038 MB (DDR2-533 DDR2 SDRAM)
BIOS Type Phoenix (02/13/07)

Display:
Video Adapter Mobile Intel® 945GM Express Chipset Family (64 MB)
Video Adapter Mobile Intel® 945GM Express Chipset Family (64 MB)
Monitor Plug and Play Monitor [NoDB]
Monitor Plug and Play Monitor [NoDB]
Monitor Plug and Play Monitor [NoDB]

Multimedia:
Audio Adapter Intel 82801GBM ICH7-M - High Definition Audio Controller

Storage:
IDE Controller Intel® 82801GBM/GHM (ICH7-M Family) Serial ATA Storage Controller - 27C4
SCSI/RAID Controller ENE PCI Memory Stick Card Reader Controller
SCSI/RAID Controller ENE PCI Secure Digital / MMC Card Reader Controller
SCSI/RAID Controller ENE PCI SmartMedia / xD Card Reader Controller
Disk Drive Hitachi HTS541612J9SA00 (111 GB, IDE)
Optical Drive PIONEER DVD-RW DVR-K17RS
SMART Hard Disks Status OK

Partitions:
C: (FAT32) 54472 MB (7675 MB free)
D: (FAT32) 54974 MB (13152 MB free)
Total Size 106.9 GB (20.3 GB free)

Input:
Keyboard Standard 101/102-Key or Microsoft Natural PS/2 Keyboard
Mouse HID-compliant mouse
Mouse Synaptics PS/2 Port TouchPad

Network:
Network Adapter Broadcom 440x 10/100 Integrated Controller
Network Adapter Intel® PRO/Wireless 3945ABG Network Connection (192.168.1.2)
Modem HDAUDIO Soft Data Fax Modem with SmartCP #2

Peripherals:
Printer EPSON Stylus CX3800 Series
Printer Fax
Printer Microsoft XPS Document Writer
USB1 Controller Intel 82801GBM ICH7-M - USB Universal Host Controller
USB1 Controller Intel 82801GBM ICH7-M - USB Universal Host Controller
USB1 Controller Intel 82801GBM ICH7-M - USB Universal Host Controller
USB1 Controller Intel 82801GBM ICH7-M - USB Universal Host Controller
USB2 Controller Intel 82801GBM ICH7-M - Enhanced USB2 Controller
USB Device USB Human Interface Device
Battery Microsoft AC Adapter
Battery Microsoft ACPI-Compliant Control Method Battery


---------------------------------------------------------------------

Thanks Guys ....
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#5
rshaffer61

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First of all your hd space is getting low on your C drive. We need to take care of that.

Second the errors you are getting point to your Intel Graphics Accelerator and your Sound driver.

So let's try one thing at a time.

Please Go to
1: STARTand the click on RUN
2: Type in devmgmt.msc
3: Click Enter
4. Look for any entries with Yellow Exclamation marks or Red X's
5. If you find any at about the same time as a crash happened please double click on it.This will open a detailed message of the problem.
6. I need you to do at least three of these one at a time. Once you open one then take a screenshot.

To do a screenshot please click on your Print Screen on your keyboard. It is normally the key above your number pad between the F12 key and the Scroll Lock key
Now go to Start
All Programs
Accessories
Paint
In the empty white area click and hold the CTRL key and then click the V
Go to the File option at the top and click on save as
Save as file type JPEG and save it to your desktop

In your next reply please include those results

If your attachment is to big to attach then go to Mediafire .
Register and upload your file.
Then reply with the link located to the right of your now uploaded file on Mediafire



Lastly and more important. Pursuant to the Terms Of Use as follows:

We will not support or allow the discussion of any peer to peer (P2P) applications, except for their removal.
While the use of programs like Utorrent are not illegal, most of the files downloaded by them are. Also the files downloaded by these programs have a greater history of containing virus's and malware hidden and\or disguised in them. By continueing to use this program GTG may not be able to assist you in the future.
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#6
topperking99

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Hello Rshaffer61,

I ran the device manager, but none of the components have an exclamation mark or anything else - they look normal -

I have attached the screen-print -

Did i do it right?

BTW - I removed Utorrent ....

Thanks

Attached Files


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#7
rshaffer61

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Perfect attachment and good for you for removing Utorrent. Well lets move on to more fun.
Please do the following in order and reply with results after each. These series of steps will help to clear up your HD a little and hopefully stop the crashes eventually.


Please download ATF Cleaner by Atribune.
Double-click ATF-Cleaner.exe to run the program.
Under Main choose: Select All
Click the Empty Selected button.
If you use Firefox browserClick Firefox at the top and choose: Select All
Click the Empty Selected button.
NOTE: If you would like to keep your saved passwords, please click No at the prompt.
If you use Opera browserClick Opera at the top and choose: Select All
Click the Empty Selected button.
NOTE: If you would like to keep your saved passwords, please click No at the prompt.
Click Exit on the Main menu to close the program.


If this does not work then:

Go to:
Start and then My Computer
Right Click On "C" drive and then click on Properties
Click on Tools tab at the top
In the Error Checking field click Check Now

When this is done then:
Download Auslogics Defrag from the link in my signature below. Auslogics Defrag in my opinion is better because:

It does a more comprehensive job at Defragging
It will actually show you what it is doing
At the end of working it will show you how much speed you picked up
You can view a online log of the files that Auslogics defragged

Please reply with results

Edited by rshaffer61, 04 May 2009 - 05:15 PM.

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#8
topperking99

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Hello rshaffer61 -
I tried the ATF Cleaner, btu it said no files were cleaned -

Here's the Defrag results -

Auslogics Disk Defrag Version : 1.6.24.355 (DiskDefrag.exe)
Disk Size : 53.20 GB
Free Size : 7.12 GB
Clusters : 1743128
Sectors per cluster : 64
Bytes per sector : 512
Started defragmentation at : 5/4/2009 7:22:53 PM
Completed defragmentation at : 5/4/2009 8:54:37 PM
Elapsed time : 01:31:44
Total Files : 117527
Total Directories : 10947
Fragmented File Count : 2854
Defragmented File Count : 2717
Skipped File Count : 137
Fragmentation Before : 21.71% .................................................. :
Fragmentation After : 14.96% .................................. :

Thanks -
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#9
rshaffer61

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Is the system running any better?
Defrag didn't clear up much to say
Does the crashes only happen in Trendmicro full scan and no other program?
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#10
rshaffer61

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Just a thought that got planted in my mind. Try to reinstall your chipset driver.

Video Adapter Mobile Intel® 945GM Express Chipset Family

Also being that this seems to be happening only with Trend Micro you may have a infection in your system. If reinstalling the chipset drivers does not fix the problem I would suggest that you:


Please go to the "Malware Forum" link in my signature below and follow the instructions at the top
Especially the "You Must Read This Before Posting A HijackThis Log".

That will give you several steps that will help you clean up 70 percent of all problems by yourself.
If at the end of the process you are still having difficulty start a topic and post the requested logs in THAT Forum.
Once the malware technicians have cleared out any infection and given you a clean bill of health, and if the problem continues then feel free to post back here and we can investigate the problem even more.

Add a link to this topic so that malware tech can see what steps have been taken here
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#11
topperking99

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Thanks,
At the beginning, it was trend Micro during FULL Scan, but now it's happening by itself - all the time -
I could be workingon something or just leaving it - it just shuts down -
I am on my way to work now - I will leave it on and see what happens -

BTW - how do I re-install the Chipset Driver?

Thanks again ....
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#12
topperking99

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Hello rshaffer61,
Here's what I have observed -

1) Computer works faster
2) No crashes so far
3) I will try the Malware removal tutorial over the week-end ...

Again I will leave it on today and see whether it crashes while I am at work -

Thank you for you help
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#13
rshaffer61

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Thank you for the update. I'll monitor this topic and will wait for your reply. :)
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#14
topperking99

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Hello rshaffer61
I thought that all was well - but my computer just crashed now - I was online - and all of a sudden, it turned off -
What could be the issue? Is it temperature - the laptop felt pretty hot ....
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#15
rshaffer61

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Download Speedfan (The download link is in the first line of the second paragraph), and install it. Once it's installed, run the program and post here the information it shows. The information I want you to post is the stuff that is circled in the example picture I have attached.

Posted Image
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