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Laptop Help

Discussion in 'Windows Vista' started by Marge1, Jan 14, 2011.

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  1. Marge1

    Marge1 Thread Starter

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    Hi there,

    I am having trouble with my HP laptop. It is about two years old. I was using it fine the other day on Jan. 7th. When I went to turn it on today a blue screen popped up before the desktop was finished loading and said it had been shut down to protect data.

    I then tried restoring to 2 previous dates through safemode and it is sill not working. It keeps restarting itself. Any advice is MUCH appreciated!
     
  2. etaf

    etaf Moderator

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    Wayne
    does it stay in safemode or restart ?
    goto
    control panel>
    system>

    for Vista - advanced system settings > - link on left hand side

    startup and recovery - settings>
    under the title - system failure
    untick - automatically restart

    http://support.microsoft.com/default.aspx?scid=kb;en-us;320299

    now when it crashes - it willnot restart and the blue screen should stay on the screen
    post the info on the screen
    it will give the errorcodes and a filename, if caused by a driver.
     
  3. Marge1

    Marge1 Thread Starter

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    Thanks so much for your help!

    It does not restart in safe mode.

    The technical information I recorded:

    STOP:0X0000007E (0XFFFFFFFFC0000005, 0XFFFFFA6015C5F700, 0XFFFFFA60021E0648, 0XFFFFFA60021E0020)

    SRTSPL64.SYS-ADDRESS FFFFF A6015C5F700 BASE AT FFFFFA6015COCOOO, DATESTAMP 48ED2500.


    Any advice on how I should proceed or what these mean?

    Thanks again,
    Marge1
     
  4. etaf

    etaf Moderator

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    do you have norton (Symantec) on the PC
    srtsp64.sys is a Symantec Auto Protect driver.
    sounds like Norton may be corrupt - when you run in safe mode - Norton is not enabled

    do you have a full version of Norton on the machine that you have paid for - make sure you have the installation media and any keys to re-install
    If not , I would uninstall from save mode and also use the norton removal tool -
    Norton Removal Tool
    http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20080710133834EN

    Theres mention of a hotfix, but i could not find it on the norton site
     
  5. Marge1

    Marge1 Thread Starter

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    Hi,

    Thank you so much for your help. I do have symantec endpoint protection. It is a required download of my university before we can connect to the wireless network. I went in through safe mode and was unable to "uninstall" because it said that windows installer could not be used in safemode.

    I then went into msconfig and regedit and manually set the symantec to not start when I booted in regular mode. (Does this make sense? I am not sure of the technical terms). It started fine and I entered the control panel in my regular start mode and uninstalled the symantec program here.

    Do you think if I reinstall it, the same problem will occur?

    Thanks again for your help. I appreciate it!
     
  6. etaf

    etaf Moderator

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    Wayne
    did it resolve the issue?

    Yes, There is a hotfix supposed to be available
    I would talk to the Uni IT people - they must have seen this loads of times at the UNI
     
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