Kudos1 Stats

Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 05-May-2014 | 10:47AM · 14 Replies ·

I get random BSOD crashes when running the latest Norton Internet Security software on my Windows 7 Lenovo laptop. Crashes also occur at pointed times when I open the Norton Security Center screen to run Live Update or Advanced Settings (etc). I have uninstalled and reinstalled my Norton product twice, once using the Uninstall option and again using the Norton Removal tool. Neither has fixed the issue. I am not sure what else to try.

The BSOD error profile is as follows: 

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:                                                 50

  BCP1:                                                    FFFFF881DE67DB60

  BCP2:                                                    0000000000000000

  BCP3:                                                    FFFFF88006BA0A18

  BCP4:                                                    0000000000000005

  OS Version:                                          6_1_7601

  Service Pack:                                       1_0

  Product:                                               768_1

Replies

Kudos1 Stats

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 05-May-2014 | 3:39PM · Permalink

Were you able to get any more information on the BSOD, such as the driver or program involved? You can download a utility from Nirsoft called Blue Screen view that will give you this information.  http://www.nirsoft.net/utils/blue_screen_view.html

Have you checked that all drivers are up to date? A quick search on the BCC error 50 mentions it can be caused by outdated drivers. Especially check your graphics driver. As strange as it seems, these can cause all manner of problems on a system.

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 07-May-2014 | 3:32PM · Permalink

I've got a very similar problem that's been occuring since 2014-04-22 ~16:20 BST my laptop was online at the time and had been encoding a 1080p m4v file for about 7 hours just prior to the first bluescreen event.

My system has been incredibly reliable for just over two years until this time, then it just started BSOD when it is idle for a couple of minutes, I also get BSOD when I try to use NIS. I get BSOD everytime I try to download a file like the nirsoft software suggested above, I guess this could be Norton scanning the file? I even get BSOD if I disable NIS.

There were no Windows 7 updates just prior to this issue. Something must have suddenly changed.

In bluescreenviewer, what should I be looking for?

ntoskrnl.exe occurs in each dmp file, and is highlighted by the software each time, so it think it's the culprit

igdpmd64.sys also appears a lot and is also highlight a lot, pretty sure that one always appears at the top on the actual bluescreen too.

memtest86 returned 0 errors after 9 passes, I performed a full checkdisk operation last night. Left the system on for 12 hours without an issue today, although the wifi was switched off (so no Norton updates).

I've got to the point where I'm going to try uninstalling NIS and see whether the issue still occurs.

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 07-May-2014 | 6:20PM · Permalink

I occassionally encountered ntoskrnl.exe error too... quote Watch_dog_violation...

Tried troubleshoot for many times but to no avail.

cheers!
Kudos1 Stats

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 07-May-2014 | 7:27PM · Permalink

chrisb200sx wrote:


There were no Windows 7 updates just prior to this issue. Something must have suddenly changed.

In bluescreenviewer, what should I be looking for?

igdpmd64.sys also appears a lot and is also highlight a lot, pretty sure that one always appears at the top on the actual bluescreen too.

Hi chrisb200sx:

BSODs related to igdpmd64.sys on Win 7 computers are often caused by an out-of-date AMD Radeon graphics card driver in computers configured with hybrid (switchable) AMD / Intel video cards.  Please see Maraschino's thread here, as well as sven7's thread here for further information on how to solve BSODs caused by igdpmd64.sys, and post back with your computer make and model if you need assistance finding the recommended driver for your graphics card.

Instructions for running the Nirsoft BlueScreenView utility and posting the results in the forum are posted here.  The lower panel on the BlueScreenView GUI highlights the drivers found in the crash stack and lists all drivers loaded at the time of the crash, but be aware that the BlueScreenView report occasionally shows the incorrect driver as the cause of the BSOD because it assumes the last driver to load before the crash is responsible.  Here's a screenshot of what BlueScreenView looked like on my system where an intermittent BSOD was fixed by updating the drivers for my NVIDIA graphics card.

-----------
MS Windows 32-bit Vista Home Premium SP2 * Firefox 29.0 * IE 9.0 * NIS 2013 v. 20.4.0.40 * NirSoft BlueScreenView v. 1.52
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

Kudos1 Stats

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 07-May-2014 | 7:46PM · Permalink

" BSODs related to igdpmd64.sys on Win 7 computers are often caused by an out-of-date AMD Radeon graphics card driver in computers configured with hybrid AMD/Intel video cards."

Users tend to blame Norton products for BSOD's and quite often it's not true.

I find that Norton products help these underlying problems come to surface more rapidly, so users can take actions and get these resolved, in many cases.

Regards,

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 08-May-2014 | 4:58PM · Permalink

Uninstalled Norton and got no BSOD. Have now updated my graphics driver. May have some other drivers to update too. then I'll try installing Norton again.

Thanks for the advice re the graphics driver

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 25-May-2014 | 5:56PM · Permalink

I went to AMD graphics site and my Lenovo support page to verify that my graphics driver was up to date, and it is. My version is the latest available.

When using the Blue Screen Viewer, I notice this one a lot in the dmp file:

ntoskrnl.exe

Not sure what else to try.

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 25-May-2014 | 6:32PM · Permalink

Hi pjognenoff:

Please follow the instructions here and attach your BlueScreenView results as a .txt file in your next post so we can see what drivers are involved in your crashes. It would also help if you could let us know what version of NIS you are running.  Open the main interface and go to Support | About to find the version number - the latest is currently v. 21.3.0.12.

While you're waiting for someone to review your BlueScreenView results, you might want to try running the Windows System File Checker (SFC) .  Open an elevated command prompt with Administrator rights and then type sfc /scannow (note the space before the "/scannow") as instructed here to see if SFC can find a problem with the integrity of your Win 7 OS.

-----------
MS Windows 32-bit Vista Home Premium SP2 * Firefox 29.0.1 * IE 9.0 * NIS 2013 v. 20.5.0.28 * NirSoft BlueScreenView v. 1.52
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 25-May-2014 | 7:10PM · Permalink

Here is my Blue Screen txt file

NIS version is 21.2.0.38

File Attachment: 
Plain text icon BSOD.txt
Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 25-May-2014 | 9:34PM · Permalink

Hi pjognenoff:

I've had a quick look at your BlueScreenView results and can't see anything that would indicate that NIS is the direct cause of your BSODs.

What is the make and model of your Lenovo computer, and do you know if your computer has combination of Intel and AMD video cards in a hybrid (switchable) configuration?  Most of your recent BSODs would indicate a problem with your Windows OS, although two of your BSODs in March involved your Intel graphics kernel mode driver (igdpmd64.sys v. 8.15.10.2342).  If your Lenovo computer model is listed in the Microsoft KB2670838 here (expand the section titled Compatibility issues on certain computers that have hybrid video cards) that's a strong indicator that your graphics driver(s) are part of the problem.

If your computer model isn't listed in that KB article I would still go ahead and run the Windows System File Checker I mentioned in message # 9 just to see if SFC finds any problems with the integrity your Windows OS files. If you haven't done so lately you can also run Check Disk from an elevated command prompt by typing chkdsk /f /r as described here to locate any bad sectors on your hard drive and recover any readable information in those damaged sectors.
-----------
MS Windows 32-bit Vista Home Premium SP2 * Firefox 29.0.1 * IE 9.0 * NIS 2013 v. 20.5.0.28 * NirSoft BlueScreenView v. 1.52
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

Kudos1 Stats

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 25-May-2014 | 11:30PM · Permalink

I would suspect your RAM.

The BCCode 50 and all your crash dumps point to a memory problem.

Every crash I see is a page fault with different modules.

There was an issue with Lenovo systems and rapid boost, if your using that I suggest you uninstall that feature and see if it helps.

Otherwise I think you should do a thorough test of the RAM.

http://www.sevenforums.com/tutorials/715-memory-diagnostics-tool.html

Personally I prefer Memtest86 but I'm sure the built in windows 7 tester would be better than nothing.

Best of luck,

Dave

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 18-Jun-2014 | 6:28PM · Permalink

I followed all of these instructions and guidance - thanks to all!

I believe the resolution was to uninstall Windows Update 2670838 using guidance here:

http://support.microsoft.com/kb/2670838

I have not re-installed this update and so far (wink wink) my computer has run just fine for a couple weeks.

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 18-Jun-2014 | 9:10PM · Permalink

pjognenoff wrote:

I believe the resolution was to uninstall Windows Update 2670838 ....

Hi pjognenoff:

Thanks for the feedback about KB2670838. There are a few other threads in the forum on BSODs caused by this Windows update that you might want to read.

sven74:         NIS 2014 BSOD After Junk Update from Windows

Maraschino: NAV 21.1.0.18 Crashes and Gives Message: igdpmd64.sys page fault in non-paged area

ma_db:         Help! NIS Update Has Led to Blue Screen of Death

I seem to recall that some Win7 users had problems running IE10 and IE11 browsers if this Windows update was uninstalled.  I don't know if that's an issue for you, but check under the section titled Compatibility issues on certain computers that have hybrid video cards in that KB2670838 article.  There is a comment in that section about installing KB2834140 ("0x00000050" Stop error after you install update 2670838 on a computer that is running Windows 7 SP1 or Windows Server 2008 R2 SP1) that might also fix your BSODs if you have to re-install KB2670838 and can't find an update for your igdpmd64.sys graphics card driver.

-------------
MS Windows 32-bit Vista Home Premium SP2 * Firefox 30.0 * IE 9.0 * NIS 2013 v. 20.5.0.28
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

Kudos0

Re: Blue Screen of Death with Windows 7 and NIS: BC Code #50

Posted: 25-Dec-2014 | 7:24PM · Permalink

Be very careful using System Restore to fix a problem such as this, as it can corrupt your Norton product.

Better to explore other options suggested first such as a System File Check, using Administrator privileges.

Using the Command Prompt, in the run box type sfc /scannow and let it run to see if it finds any problem Windows files.

This thread is closed from further comment. Please visit the forum to start a new thread.