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Plagued by bad_pool_caller BSOD; freaking out and need urgent assistance

Discussion in 'Windows 7' started by ClubShrimp91, Apr 24, 2015.

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  1. ClubShrimp91

    ClubShrimp91 Thread Starter

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    Every time I boot up normally, I get this BSOD almost as soon as I log in. I can boot in safe mode with no problems though.

    This is happening to a super expensive laptop I bought from PC Specialist very recently. I was saving for over a year to be able to afford it. I'm at the end of my tether.

    The minidumps should give you a better idea of what's wrong (I hope), but this started happening after a botched installation of Daemon Tools Lite. Bullguard flagged an exe in the installation called Soft Disc Bus Service, which I believe is a driver that DT uses. I blocked it as per Bullguard's advice, and the installation hung, so I ended the task and tried to uninstall / reinstall, both of which also hung. I tried a manual uninstall suggested by Soft Disc themselves, and found I couldn't delete the program folder because of soft disc bus service.exe, which weirdly was being used by soft disc bus service.exe. So then, I decided to use Revo to clean uninstall, opting to not use Daemon Tools' uninstaller and letting Revo handle it. I had "make a system restore point" turned off because it was making Revo hang, but I kept back-up registry ticked. I didn't check and delete any of the registry stuff that Revo gave me the option of deleting, but I deleted the stuff on the next prompt which seemed to be mostly "Local App" stuff, I think. Then, the system had to restart. Revo told me that some files would be removed upon restarting, and among these files was Soft Disc Bus Service.exe. The aforementioned BSOD started happening after this restart.

    So I tried booting in safe mode, and found I was BSOD-free. I was actually able to delete the rest of the contents of the DT program file (Soft Disc Bus Service.exe included), and they're in my recycle bin now, but that didn't rectify the issue, and I'm still getting the BSOD. I system restored to a time earlier this evening before I'd installed Daemon Tools, but that also hasn't helped.

    I'm terrified I've deleted something vital and that my computer is ruined. Please, please help me out here.

    Here are some minidumps: https://www.dropbox.com/sh/gebarvf1w7xt5ma/AAC_Tgb-3FKCG1N7OHRSgxPUa?dl=0

    PS: I can't really use SysInfo because I can't log in, and you can't install stuff in Safe Mode.
     
  2. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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    Please see my post 6 BEFORE proceeding


    do you have the windows 7 install disc


    I have looked at one of the dumps and a driver tried to access a pool of memory - wrongly but there is no readily identifiable cause


    Do you also have the means to reinstall Bullguard AND has this system also got BitDefender as I see references in the dump to BitDefender files


    I will look at another dump


    TRY this please from safe mode


    1. Log on to the computer by using an account that has administrator rights.
    2. Click Start, type msconfig.exe in the Start Search box, and then press Enter to start the System Configuration utility.
      Note If you are prompted for an administrator password or for confirmation, you should type the password or provide confirmation.
      Collapse this imageExpand this image

      [​IMG]
    3. On the General tab, click the Selective startup option, and then click to clear the Load startup items check box. (The Use Original Boot.ini check box is unavailable.)
      Collapse this imageExpand this image

      [​IMG]
    4. On the Services tab, click to select the Hide all Microsoft services check box, and then click Disable all.Collapse this imageExpand this image

      [​IMG]

      Note This step lets Microsoft services continue to run. These services include Networking, Plug and Play, Event Logging, Error Reporting, and other services. If you disable these services, you may permanently delete all restore points. Do not do this if you want to use the System Restore utility together with existing restore points.
    5. Click OK, and then click Restart and try NORMAL mode
    So basically you are unchecking load startup items and after hiding Microsoft services you are then disabling all other services


    IF it is OK in clean boot then we can proceed from there
     
  3. Cookiegal

    Cookiegal Administrator Malware Specialist Coordinator

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    ClubShrimp91,

    I've edited your post for language. Please be more careful in the future as this is a family friendly site.
     
  4. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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    Further to my post above if that does not work - the clean boot

    your best option having now looked at three of your dumps is
    1. If you have the install disc or can access the advanced boot options see on there if repair your computer is available - it will be on the disc and choose
    startup repair
    http://windows.microsoft.com/en-GB/windows7/products/features/startup-repair

    2. As you have already tried a system restore point, from before all this trouble started, you MAY be looking at a repair of windows - known as a custom install.

    3. when you post back I will guide you on further POSSIBLE remedies. Although I have to say looking at the dumps - the best action is as I have described

    4. NOTE PLEASE
    It COULD be a corruption in BULLGUARD - possibly before you attempt the above - an uninstall of BULLGUARD may be a possible first approach
    http://www.bullguard.com/support/pr...s/getting-started/uninstalling-bullguard.aspx
     
  5. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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    If you still require help after completion of the recommendations on the other site, where you are being advised, and they are currently waiting for further details from Speccy and the results of a chkdsk and system file check, should you choose to continue here, would you please provide links to all other sites where you have received help, so that time is not wasted by making the same suggestions
     
  6. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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    ClubShrimp91

    Having given the matter very careful consideration and in view of the overall situation, including this
    and the fact that you firmly believe that chkdsk - other than in read only mode can damage hard disks and that a system file check , other than in - verify only MAY also damage your computer, I have decided after, as I said, very careful consideration, that I do not want to take the risk of you believing that any of my recommendations have caused damage to your computer.

    Therefore it is with regret, that I will not be offering you any further advice. Someone else may of course come in on the topic

    However good luck with it and I quite understand your concern, when we are dealing with a specialist laptop the cost of which is possibly well over £2000.00
     
  7. ClubShrimp91

    ClubShrimp91 Thread Starter

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    Hi.

    First of all, sorry for sort of spamming my problem in multiple forums, and sorry for swearing. I was panicking and not really thinking straight.

    The guy who was assisting me over at bleeping computer has gone offline, so I decided to see if I'd gotten a reply here. Sorry if that seems a little bit selfish, but you'll have to forgive me, I'm pretty anxious.

    If you've been looking at my bleeping computer thread, I've ran chkdsk (just to diagnose, not to repair) and sfc \verifyonly via safe mode with (elevated) command prompt, and chkdsk reported no problems with either of my drives, whilst sfc \verifyonly reported integrity violations. I then ran sfc \scannow, also in safe mode with command prompt, and it found corrupt files but was unable to fix some of them. I made and sfcdetails txt file, and am also aware of the CBS log - I believe that those might detail the problem further.

    When I tried to run Speccy, I saw "CPU dll init failed (error 2)", and this meant that Speccy couldn't display information about my CPU, RAM, Motherboard or Graphics, displaying "cannot initialize SCP dll" instead.

    Anyway, I'm going to mull over and research your first bit of advice. If I decide to try it I'll let you know the results on here. Don't worry, I won't sue if anything goes wrong or anything! It'd be my own fault for being so desperate to fix this and enlisting your aid. I know the risks with stuff like this, I'm just really anxious to get this fixed. I only started using it the other day.

    PS: Here's the bleeping computer thread: http://www.bleepingcomputer.com/forums/t/574299/plagued-by-bad-pool-caller-bsod-urgently-need-help/

    PPS: Here's the Tom's Hardware thread (don't worry there aren't any more): http://www.tomshardware.co.uk/answers/id-2621849/plagued-bad-pool-caller-bsod.html#15744951
     
  8. ClubShrimp91

    ClubShrimp91 Thread Starter

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    Sorry, I neglected to answer some of your questions:

    Bullguard: It came installed on the machine as a free trial. I don''t believe I have a CD for it. I'll happily install it though if it is the root cause, because it's pretty obtrusive. I'd just download a free one to replace it such as avg or avast.

    BitDefender: The name isn't familiar to me. I definitely never installed it myself, and I'm pretty sure it wasn't packaged with the machine. Could it have been installed along with something else as a promotional thing? It's not listed in my installed programs, nor is it showing up in my start menu anywhere. Searching for it yields nothing either. I'm not sure what that entry in the dump refers to exactly.
     
  9. ClubShrimp91

    ClubShrimp91 Thread Starter

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    Alright I tried the clean boot and the problem persists, so does this mean the problem lies in core windows files? I should mention, as I have on the Tom's Hardware thread, that one of my non-plug and play drivers, found in device manager with hidden devices unhidden, isn't functioning properly. It's called the Security Processor Loader Driver, or spldr.sys, and its status reads "This device is not present, is not working properly, or does not have all its drivers installed."

    I read a bit about this troublesome driver here: http://www.dlltool.com/articles/how_to_fix_spldr_sys_errors/ and here: http://www.sevenforums.com/hardware-devices/91275-security-processor-loader-driver.html and both links ultimately suggest that uninstalling it and then updating graphics drivers solves any problems. The former link also talks about trying a clean boot with spldr.sys uninstalled, and then downloading the latest graphics drivers. Then, finally, it says "As the spldr.sys driver is mentioned in the stop message, you have to go to Bios settings to change the boot order. And the related registry entries need to be repaired. In this case, DLL TOOL will be a great help." Is dll tool reputable? Has anyone heard of it on here?

    One thing bothers me, and it's what this site says about uninstalling or disabling spldr.sys: http://batcmd.com/windows/7/services/spldr/ It says: "If you disable this service, Windows 7 will fail to start. Do NOT change this service startup configuration if your computer is working." But of course, my computer isn't exactly "working." However, that link offers some sort of means to restore this Windows 7 driver. Does it look trustworthy? Does anyone know if it's reputable.

    So there seems to be a few options now:

    1. Uninstall Bullguard altogether.

    2. Uninstall Security Processor Loader Driver, clean boot, and then, providing things are returned to working order, update my graphics drivers over the internet, before repairing spldr.sys.

    3. Download the appropriate batch file from that Batcmd website and restore spldr.sys.

    I'm tempted to combine 1 with 2 or 3, but what do people think? I'm not the expert here, I'm learning (I think) as I go along.
     
  10. ClubShrimp91

    ClubShrimp91 Thread Starter

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    Okay, I'd really appreciate if someone could look at this latest minidump: https://www.dropbox.com/s/1b73v5c098djoho/042515-14352-01.dmp?dl=0

    Here's why: After running sfc /scannow, the NovaShield driver for the Bullguard Scanner, which was identified as problematic here: http://www.tomshardware.co.uk/answers/id-2621849/plagued-bad-pool-caller-bsod.html#15745133 no longer has an exclamation mark beside it in Device Manager, nor is it listed as a "problem" under components in System Information. Previously, it's status read "This device is not present, is not working properly, or does not have all its drivers installed. (Code 24)" but this is no longer the case. I don't know if sfc /scannow rectified this, but whatever the case, it doesn't seem to have anything wrong with it anymore.

    The Tom's Hardware poster I was talking with studied the dmp files and told me this: "a device driver freed the same memory twice and caused this bugcheck. The driver was \SystemRoot\system32\DRIVERS\NSKernel.sys Wed Mar 18 01:13:08 2015. NovaShield Kernel Module driver Believed to be a part of BullGuard Internet Security. The process accessing the driver was BullGuardBhvSc most likely bullguardbhvscanner.exe." However, despite the fact that there are no longer any problems with NovaShield, the bsod problem persists. This of course created a new minidump, which is the one I've posted, and I'd be very interested to find out what it says went wrong.

    The problem with the Security Processor Loader Driver that I mentioned has been a constant throughout all of this, so I suspect that it might have something to do with why I keep crashing. Perhaps the dmp file will detail what's happening?

    One last thing: The Bullguard Scanner process that accessed the NovaShield driver was of course among the services I disabled when I tried the clean boot, and like I said the bluescreen problem persisted despite this. However, one thing I noticed when I booted via Safe Mode afterwards was that the scanner process was still running somehow. Or at least, when I looked at the services tab in msconfig, all those services I'd unchecked and disabled were still unchecked and disabled, but the status of "Bullguard scanning service", despite being disabled, was "Running," whilst pretty much everything else was "Stopped." So, this suggests that perhaps Bullguard is still the culprit despite the fact that the problem with the NovaShield driver seems to have been rectified. Again, I'm hoping this new minidump might enlighten us as to whether or not this is the case.

    Thanks for reading. I feel like I might be closer to the solution now. I just want to make sure I don't do anything rash. If uninstalling Bullguard is all that needs to be done, I'd like to know that rather than repairing the OS and all that stuff. Also, those links I posted above describing problems with the Security Processor Loader Driver suggest a similarly simple solution that doesn't require anything too extreme. If that's also all that needs to be done to solve this, I'd love to know. I might seem like I'm being hyper-fastidious, but remember this is a super expensive machine, and ideally I'd like to solve this problem with the exact solution, rather than going too far or not doing enough.
     
  11. ClubShrimp91

    ClubShrimp91 Thread Starter

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    Just so people know, I solved this problem by just uninstalling Bullguard completely. No more bluescreening after that. So it was a pretty scary problem with a very simple and painless solution in the end, which I'm glad of. As I've said in the other threads, I'm now feeling a little bit wary of antivirus programs. I plan to install Avast or AVG, but I just hope the same problem doesn't arise again. Anyway, thanks Macboatmaster for your help!
     
  12. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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