Blue screen of death from full system scan

Norton Security | Norton Internet Security
1

Hey everybody, I have been having a problem with my computer. I have norton internet security 2009 and i have a problem with my full system scan. During the scan, i get the blue screen and i must restart my computer. 

Anyone know how to fix this?

If any other information is needed, just let me know and i will try my best to get it.

Thanks in advance 

2

I have windows vista home premium 32 bit operating system

norton internet security is version 16.7.2.11

also, this happens with other security software like spyware doctor (pc tools), so i dont know what to do.

I really appreciate the quick reply:) 

3

Hey everybody, I have been having a problem with my computer. I have norton internet security 2009 and i have a problem with my full system scan. During the scan, i get the blue screen and i must restart my computer. 

Anyone know how to fix this?

If any other information is needed, just let me know and i will try my best to get it.

Thanks in advance 

4
woodrow15 wrote:

I have windows vista home premium 32 bit operating system

norton internet security is version 16.7.2.11

also, this happens with other security software like spyware doctor (pc tools), so i dont know what to do.

I really appreciate the quick reply:) 

 

Hi Woodrow15,

 

Thanks for the update. Do I understand correctly that you have spyware doctor also installed and running? If so, this may well be the source of the problem. It is never a good idea to have two different real time products installed at the same time. There are almost certain to be conflicts between them.

 

My recommendation is to remove spyware doctor and check for the problem again with NIS. You should also see if PC tools has a clean up utility to make sure it is completely gone.

 

You really have a choice of which utility you like better and you should go with that one but not have both installed.

 

Added note: if you have a current subscription with NIS you are entitled to a free upgrade to NIS 2010. The link to this is here. However before you upgrade NIS you really need to remove spyware doctor.

 

Please let me know how it goes.

 

Thanks

Allen

Message Edited by AllenM on 11-21-2009 11:10 AM
Message Edited by AllenM on 11-21-2009 11:11 AM
5

I uninstalled spyware doctor and now i have internet security 2010, but i still get the blue screen during a full system scan (it happens earlier during the scan now). I still get the memory dump and still have to restart. I have no clue whats wrong.

6
woodrow15 wrote:
I uninstalled spyware doctor and now i have internet security 2010, but i still get the blue screen during a full system scan (it happens earlier during the scan now). I still get the memory dump and still have to restart. I have no clue whats wrong.

 

Hi Woodrow15,

 

Thanks for the update. Please boot into SAFE mode and do another scan with NIS 2010. To boot into Safe Mode, please restart your computer and keep hitting F8 until the options menu appears. From there please select Safe Mode without Networking. Log into your computer when it finishes booting up. Note that the desktop will look different than normal but this is Ok as Safe mode uses limited drivers. It will return to normal when you do a normal reboot.

 

Please let us know if the same problem happens with the scan in Safe Mode.

 

Thanks

Allen

7

I ran a full system scan in safemode and safemode with networking and had no problems with either. I only have this problem if i boot up normaly and run a full system scan.

8

Hi! Woodrow15,

 

Please excuse the interruption.  It may help AllenM if you could post as much information as you can about the Blue Screen's contents.  This will help determine the exact cause of your problem.

9

Hi Tech83,

 

Thanks, yes all information could prove useful. :smileywink:

 

You mentioned that the problem does NOT happen in Safe Mode. Did the scan report any problems otherwise? Did it find any threats, etc?

 

Ok, so we know that Safe mode scan works. Please tell me about all other software which runs at startup. In particular are there any other security, Anti Virus, spyware, malware related utilities on your system? I know you have removed Spyware Doctor but what about any others?

 

Since Safe mode works, this could indicate that something else which loads at startup is interfering with NIS during the scan. So the next thing I would like to try is a diagnostic startup. This is similar but different than safe mode.

 

To do this please click on the Start menu and then type msconfig in the search box. This will bring up the System Configuration window. From here please click the Services tab. At the bottom left of the screen click on Hide All Microsoft Services, make sure there is a check mark there. Then click on Disable All on the bottom right. Now go back through the list and re-check Norton Internet Security. All others should have no check mark on them.

 

Next please click on the Startup tab at the top. Again from this screen click Disable All on the bottom right.

 

Click Apply and OK. Windows will inform you that you need to reboot so please do so.

 

Let Windows boot up normally and please run the NIS scan again.

 

I'll look forward to results.

 

Thanks much

Allen

10

I did exactly what you told me to, but it still gave me the blue screen. This time I wrote down what it said though so here it is.

 

*** Stop 0x0000007E (0xC0000005, 0x89CDB64B, 0x80730890, 0x8073058C)

*** SYMDS.SYS - Address 89CDB64B base at 89CCF000, Datestamp 4a89e90F

 

 

Collecting data for crash dump...

initializing disk for crash dump...

beginning dump of physical memory.

dumping physical memory to disk:100

Physical memory dump complete.

 

 

Then i had to restart my computer:(

btw, no, during the scan in safemode there were no security risks found and i do not have any other security software except for norton utilities.

11

also, is it ok to enable everything that i just disabled? because that didnt fix it im just wondering if i can change it back.

thanks;) 

12

Hi Woodrow15,

 

Can you please tell me exactly how much RAM you have? Please right click on the Computer on your desktop (or through Windows Explorer) and select Properties and it will give you this information.

 

Also please right click on Computer again, select Properties and then click on Device Manager from the next window. Please let us know if there are any exclamation points or other errors shown on your various hardware devices.

 

Yes, it is OK to re-enable everything you previously disabled.

 

Thanks

Allen

Message Edited by AllenM on 11-23-2009 08:25 PM
13

I have 3.00gb of RAM and there are no exclamation points or errors.

14
woodrow15 wrote:
I have 3.00gb of RAM and there are no exclamation points or errors.

 

Hi Woodrow15,

 

Thank you very much for the update. How much disk space do you have available on your system drive? Also, please run a memory diagnostic on your computer. More information can be found here.

 

I sincerely apologize that this is pretty iterative, but we have to go through a process of elimination to try and get to the bottom of this.

 

Thanks much

Allen

Message Edited by AllenM on 11-23-2009 08:44 PM
15

Hi AllenM:

 

Hope it's ok to chime in.

 

Yes, test the core RAM. If it passes...

 

You might want to try doing a Crash Dump Analysis to find the root cause of the problem. Not easy stuff.

 

Here is a link. There are many others.

 

Hope this helps.

16

Hi! All,

 

I have ran the error information and have sent AllenM a private message as to the findings.

17
woodrow15 wrote:
I have 3.00gb of RAM and there are no exclamation points or errors.

Woodrow, one of the possible explanations out of many is that there are artifacts from perviously installed software (debris that was not successfully removed when the product was uninstalled -- this is a common issue affecting lots of software).

 

The successful Safe Mode scan was one indication of this possibility.

 

I would like you to try another simple and fast test before we get too deeply immersed in the process of elimination.

 

Go to Control Panel and create a new user of any name you want with the same admin rights as your current user.

 

LOG OUT (do not switch) of your current user and LOG IN to this New User.  Be patient and allow all the loading and welcome stuff that happens with first log on to take place (no, you don't have to watch the entire welcome thing, just x it closed after a short while).

 

Now try to run a Full System Scan.

 

If you get another BSOD, this tells us that whatever is happening is happening at a more fundamental level than the user level.  It makes artifacts less likely (but not impossible).

 

If it runs successfully, this is good news in a way, because it provides two paths to a fix.  One is to similar move over to the new user; the other is that we know the problem is with something sitting in the old user structure, and that shouldn't be too hard to uncover and remove.

Message Edited by mijcar on 11-23-2009 10:07 PM
18

Hi Plankton,

 

It is always OK to chime in. We are all after the same thing and that is to collectively solve the problem, in the end this is the only thing that truly counts.

 

I would encourage Woodrow to follow all these suggestions and together we will solve this issue. :smileywink:

 

Thanks so much

Allen

Message Edited by AllenM on 11-23-2009 09:44 PM
19

Hi! All,

 

By chance Woodrow15, do you have an ATI graphics card/chipset?

20

The memory test had no problems, i got the bsod in the new user, and i think i have a geforce graphics card. Thanks so much guys for joining the conversation, every idea you guys have is welcomed and greatly appreciated.