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BSOD Problem

3K views 41 replies 3 participants last post by  DR.M 
#1 ·
Hello
I do' know if my problem falls into the virus, software or hardware category so I posted it here, hoping anybody can help me. I'v tried everything I could find on the net and I am desperate.

BSOD (System service exception)
Symptoms:
-Laptop will not start in safe mode, not with msconfig, nor with win+I>update & security>recovery>advanced startup...(The laptop simply restart, never showing the alternative to press 4 for safe mode).
-uninstalling any program and restarting the laptop result in the programs returning, as if they were never really uninstalled.
-the web browser returns to the same 3 open tabs that were open when the first BSOD appeared. closing them or opening more and then restarting the laptop results in the same 3 tabs opening again (yes, I've tried to unistall it, but it returns on restart laptop).
Basically the laptop feels like a horrow movie with a cursed item. you throw it in the ocean, you burn it, but no matter what you do, it returns to its original place. It's basically as if the whole laptop is in a loop, returning to the point of origin no matter what you close, unistall or install. I've tried chkdsk /f but the laptop goes into BSOD before it can finish (the same usually happens when trying to reinstall windows).
-Resetting the laptop to an earlier time gives an error and is cancelled.
-Trying to reinstall windows (with or without personal files) is cancelled
-I've tried to inistall drivers in device manager but like everything else, they just seem to return on restart.
-Basically I can unistall any program I want, close or open any tabs on the browser and set the laptop to restart in safe mode; no matter what I do it undo the changes or returns the laptop to a time/loop before any changes was done (it seems to be the same with drivers).

Clues:
-trying to reset to earlier time sometimes says 'could not find printer' or smth like that
-laptop restarts with: GefForce Game Ready-DRiver available, and canon inkjet printer survey program accept/decline.
-Device manager shows errors but trying to unistall drives does not help

Questions:
-Could it be a virus and how can I best remove/scan for it? Remember that the BSOD only gives me limited time before crashing the laptop.
Could it be a hardware problem? Perhaps NVIDIA?
If it is a driver problem, why the horrow movie loop? That does not sound like neither hardware nor software/driver problem.
.
 
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#2 ·
I came in front of similar situation once and the solution was to re-install the operating system.

Let's take things from the beginning.

What's the operating system? Windows 10, 8, 7????
 
#4 ·
Let's try to download FRST tool, hoping that it won't disappear after the next restart.

Download Farbar Recovery Scan Tool and save it to your desktop. --> IMPORTANT

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

If your antivirus software detects the tool as malicious, it's safe to allow FRST to run. It is a false-positive detection.

If English is not your primary language, right click on FRST.exe/FRST64.exe and rename to FRSTEnglish.exe/FRST64English.exe

  • Double-click the FRST icon to run the tool. When the tool opens click Yes to disclaimer.
  • Press Scan button and wait for a while.
  • The scanner will produced two logs on your Desktop: FRST.txt and Addition.txt.
  • Please attach the content of these two logs in your next reply.
 
#6 ·
Hi, oddvar.

First thing first:

Unplug every device from the computer. Leave only the mouse.

Then:

1. Enable the built-in Administrator account
  • Press Windows icon on your Desktop, together with the letter R.
  • Type cmd, and press Ctrl + Shift + Enter to run Command Prompt as administrator.
  • Copy and paste the following command and press Enter to execute it:
Code:
net user administrator /active:yes
  • Restart the computer and choose this account (Administrator) instead of your previous one (W-book).
NOTE: From now on, and until I tell you, please sign in with this Administrator account.

2. Uninstall a program

  • Press the Windows Key + R.
  • Type appwiz.cpl in the Run box and click OK.
  • The Add/Remove Programs list will open. Locate the following program on the list:
Code:
Popcorn Time
  • Select the above program and click Uninstall.
  • Restart the computer.
Let me know if Popcorn Time is uninstalled after the restart.
 
#8 ·
I tried the
net user administrator /active:yes
in cmd (ctrl+shift+enter) and then restarted the computer.
no new admin account was added and the computer rebooted into W-book automatically as normal.
PS: I did notice that W-book is registered as admin so I tried to remove poporn. After receiving the message :popcorn Time successfully removed from your computer: I rebooted the pc. Popcorn was back again as a cursed item in a horror movie.
PS: after typing: net user administrator /active:yes, and clicking enter, it says> command executed.
I then restart the pc but there is no sign of the new admin user account. It seem to follow the same pattern as the rest, nothing installed and nothing removed (as a time loop)
 
#9 ·
It seems that you don't have a password for your W-book account, when you sign in Windows.

  • In the Search area type Control Panel and select it when it appears.
  • Select View by category.
  • Select User Accounts.
  • Add or remove users accounts.
  • Choose W-book.
  • Select insert a password for the specific account and follow the prompts.
  • Restart the computer.
  • Check if the Administrator account is now there, and sign in using this account.
 
#11 ·
NOTE: In order not to include my replies in yours, please do not click on the Reply button. Instead, write your reply in the Reply area at the end of the topic and then click on the Post reply button.

Let's look at the contents of the user profile list in the registry. This will give us more information about what is happening.
  • Press Windows icon on your Desktop, together with the letter R.
  • Type cmd, and press Ctrl + Shift + Enter to run Command Prompt as administrator.
  • Copy and paste the following command line and press Enter.
Code:
reg export "HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList" C:\Profile.txt
  • In the Search area type File Explorer and choose it from the items appeared.
  • In the address area type C:\Profile.txt and press Enter.
  • From the list, choose C:\Profile.txt, double click to open it.
  • Select the content of the file, copy and paste it in your next reply.
 
#13 ·
Nothing unusual in the profile list.

Some things I would like to see now:

1. Your account info

Go to Settings (press the Windows logo key on the keyboard together with letter i), then Accounts. From the menu at the left choose Your Info. Please take a screenshot of what you see.

2. Users

Open File explorer (press the Windows logo key on the keyboard together with letter r, type Explorer and press Enter).
From the menu at the left choose My PC, then double click on C and then choose Users.
Please take a screenshot of what you see.

3. Users accounts from Control Panel

In the Search area type Control Panel and select it.
Select View by Large Icons and find Users accounts. Select it.
Please take a screenshot of what you see.
 
#15 ·
No sign of a temporary profile.

1. Enable the built-in administrator account
  • Press Windows icon on your Desktop, together with the letter R.
  • Type cmd, and press Ctrl + Shift + Enter to run Command Prompt as administrator.
  • Copy and paste the following command and press Enter to execute it:
Code:
net user administrator /active:yes
  • DO NOT restart the computer.

2. Sign out and sign in with the Administrator account
  • Click on the Start button.
  • Click on your profile icon and choose Sign out.
  • Select the Administrator account to sign in.
While you are signed in as Administrator:

3. Uninstall Popcorn
  • Press the Windows Key + R.
  • Type appwiz.cpl in the Run box and click OK.
  • The Add/Remove Programs list will open. Locate the following program in the list:
Code:
Popcorn Time
  • Select the above program and click Uninstall.
  • Do not restart the computer.

4. Run Deployment Image Servicing and Management (DISM)
  • Click on the Start button and in the search box, type Command Prompt
  • When you see Command Prompt on the list, right-click on it and select Run as administrator
  • Enter the command below and press on Enter;
Code:
DISM /Online /Cleanup-Image /RestoreHealth
  • Let the scan run until the end (100%). Depending on your system, it can take some time.
  • Please post here the result you got (Screenshot).

5. When DISM finishes, you can then run SFC from the same command prompt window, but full instructions as if starting fresh:
  • Click on the Start button and in the search box, type Command Prompt
  • When you see Command Prompt on the list, right-click on it and select Run as administrator
  • Enter the command below and press on Enter
Code:
sfc /scannow
  • Let the scan finish.
  • You will normally get one of the following results:
    Code:
    Windows Resource Protection did not find any integrity violations
    Windows Resource Protection found corrupt files and successfully repaired them
    Windows Resource Protection found corrupt files but was unable to fix some of them
    Windows Resource Protection could not perform the requested operation
  • Please post the result you got (Screenshot).

In your next reply please post:
  1. Feedback about steps 1-3
  2. The two screenshots after DISM and SFC commands
 
#16 ·
So, ok: I was able to run through step 1-3, creating an admin account and unistall popcorn. I then started on the first scan
DISM /Online /Cleanup-Image /RestoreHealth
I got to about 20 % when BSOD restarted the computer.
After restart the admin account was gone (as if it never existed) and popcorn reinstalled.
To run the two scans I need to buy myself more time, but I don't know how. I have the impression that the more processes run, the faster BSOD kicks in (doing nothing seems to buy me maybe ten minutes while running a scan seen to crash the computer faster).
Do you have any ideas how I can buy myself enough time to run the scans?
 
#17 ·
Perform the previous steps: enable the Administrator account, sign out and sign in with that account.

After that, run Autoruns. I would like to see if I miss something from the Start-up process.
  • Please download AutoRuns and save it to your desktop.
  • Right click on the folder then select Extract all...
  • Verify Show extracted files when complete is checked then click Extract.
  • Right click on autoruns64.exe (not autorunsc64.exe) and select Run as administrator.
  • Wait until the lower left hand corner of the window shows Ready.
  • Hit the Ctrl + S key at the same time.
  • Save the file to your Desktop using the default File name.
  • Please zip and attach the file here.
 
#19 ·
I have to review carefully the created zip file.

Meanwhile,

enable the Administrator account as before, sign out from W-book and sign in with Administrator. Then create a password for the W-book account and restart. Can you see both the accounts on the sign in screen now?

To create a password for the W-book:
  • In the Search area type Control Panel and select it when it appears.
  • Select View by category.
  • Select User Accounts.
  • Add or remove users accounts.
  • Choose W-book.
  • Select insert a password for the specific account and follow the prompts.
  • Restart the computer.
 
#23 ·
You said that you tried to reinstall the operating system.

How did you try that?

I would like you to create a bootable USB drive with Windows 10, to use it for repair the computer (at least for now).

1. Prepare a bootable USB drive with Windows 10

These links will guide you how to do it:

Create installation media for Windows
Download Windows 10

2. Make your computer boot from USB drive

You have to change boot order, so when the time comes, the computer will boot from the USB drive, installing Windows from scratch.

This link maybe helpful: How to Change Computer BIOS Settings

Let me know if you were able to go through the procedure.
 
#24 ·
You said that you tried to reinstall the operating system.

How did you try that?

I would like you to create a bootable USB drive with Windows 10, to use it for repair the computer (at least for now).

1. Prepare a bootable USB drive with Windows 10

These links will guide you how to do it:

Create installation media for Windows
Download Windows 10

2. Make your computer boot from USB drive

You have to change boot order, so when the time comes, the computer will boot from the USB drive, installing Windows from scratch.

This link maybe helpful: How to Change Computer BIOS Settings

Let me know if you were able to go through the procedure.
does this mean a fresh windows installation, losing whatever files I have on the computer. If so I am gonna need a little time to save what I can before doing it???
 
#26 ·
OK, I was unable to make a bootable usb from the laptop since it takes too long and the computer crash before it's done. However I made one using a 2nd laptop, I hope that works just fine.
I set the computer to boot from usb and got this screen (first image).
Now: If I go for repair computor my next screen is pic nr two.
From there I chose 'Use a device' and clicked. After clicking USB (the only option) on the next pic I come to picture 3 in attachment.
Now; Clicking next takes me back to picture one and we're back to square one. I have done this a few times and it repeats itself.
If instead I clock troubleshoot on pic 2 I end up on pic 4, but I do not think this is what I was supposed to do.
The only alternative then is to click Install on pic 1, but that seem to take me to a fresh install where they ask for product key which I don't have since windows came preinstalled.
It appears I can go on, choosing windows version 10 pro etc, but I chose to abort for the moment to avait you advice.
 

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#27 ·
From screen 2 you have to choose Troubleshoot.

Then, I would go for resetting the computer. So you will choose Reset.

That means that you will lose the programs/applications installed, but you can keep your personal files.
 
#31 ·
Let's try to reset without ussing the USB drive. I would like to check something.
  • Start by shutting down your computer.
  • Press on the power button on the case to turn it on.
  • After the computer is about 3 - 5 seconds into the boot-up process, hold down the power button to shut down the computer.
  • Repeat the above process once again.
  • For the third time, turn on the computer and allow it to boot up.
  • If you completed the process correctly, a message saying Preparing Automatic Repair should appear.
  • In a few seconds, another message will appear stating Diagnosing your PC and Automatic Repair will open.
  • When you reach the Automatic Repair screen, click on Advanced Options.
  • At the next screen, select Troubleshoot.
  • Is there an option for Reset this PC now?
 
#32 ·
I've tried for quite a while now with no success. In case you want me to keep trying I made a little video so you can tell me at what stage I should turn off the computer. When is says american megatrends, window on black background or welcome W-book screen. I could keep trying some more but I thought it might be helpful to know at what stage I should turn off
 

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#34 ·
I tried for quite a while but the pc never started diagnostic or preparing auto repair. It only started normally. First there is a screen saying american megatrends, then a black screen with the windows logo and finally a blue screen with W-book. If you want I can keep trying but at what stage (which screen) should I turn off the computer?
 

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#37 ·
Let's try with a different way.
  • Press the Windows icon on the keyboard together with the letter i, to get into the Settings.
  • Choose Update and Security.
  • From the menu at the left, choose Recovery.
  • Under the title Reset this PC, select Get started.
  • Choose to keep your files.
  • Follow the instructions to the end and report back what happened.
 
#38 ·
This (and resetting to an earlier time) was one of the first things I tried before contacting you. I've tried both keep my files and finally in frustration I tried a clean new installation as well. They both failed.
Regarding resetting to an earlier time; it says 'couldn't find printer' or something like that,
When I try to reset pc it gives me two alternatives: download from sky or local installation. I've tried both.
During preparing resetting I get to about 30 % before BSOD crash.
 
#39 ·
I’m dorry, oddvar. I am lack of suggestions. 😕
I suggest to move this topic to the Windows 10 forum since the main problem seems to be other than malware related. Hopefully the guys there will help with the crashing problem. After that we can check for malware.
 
#40 ·
I'm dorry, oddvar. I am lack of suggestions. 😕
I suggest to move this topic to the Windows 10 forum since the main problem seems to be other than malware related. Hopefully the guys there will help with the crashing problem. After that we can check for malware.
Well...It does seem strange that uninstalled programs, closed tab in the browser comes back after restart. I even downloaded a file shredder to usb and tried to shred anything in my download folder. Even shredded it came back. When you say windows 10 forum, do you mean on this site or did you mean microsoft?
If nothing else work, I'll try to move whatever I can to and external disk and try reinstalling windows from the usb you had me make for repair earlier.
 
#42 ·
Hi, oddvar.

The topic has been moved to this forum (Windows 10).

If nothing else work, I'll try to move whatever I can to and external disk and try reinstalling windows from the usb you had me make for repair earlier.
I have the impression that the USB drive you prepared earlier is not compatible with your computer. If you are going to prepare it using another computer, then you have to choose the exact specifications for your problematic computer (e.g. Windows 10 Pro, X64).
 
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