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I am new to computers so bare with me. I am taking a computer class in college, so I am slowing understanding everything. I skimmed through some of the articles so if this is a repeat I am sorry, and if I am violating any terms, sorry!

I just purchased a HP Pavilion dv6z-7000 Entertainment Notebook PC last month, it is not even a month old and the other night I got the BSoD. I have only been using the computer for school work, some web surfing, and I've watched a couple movies on it. Here is the events leading up to the BSoD:

I downloaded this application from Shutterfly.com to upload pictures off of my computer to the Shutterfly website faster.

I had a lot of pictures to upload, so while I was waiting for the pictures to finish uploading, I put in a movie in my laptop.

I was watching my movie and the pictures were almost done uploading, then all of a sudden was this horrid sound and a blue screen with an error message(I can't remember what it said), came up. The sound was horrible and loud, that I just pressed and held the power button.

Once I turned off my computer was when I realized that was the BSoD.

I turned my laptop back on and a black screen came up asking if I wanted to open in safe mode or open normally, I was going to open it in safe mode but I took too long and it opened normally.

My computer was acting like it was fine.

I opened up my Norton Anti-Virus right away, and did a full computer scan. I had 36 tracking cookies, which I honestly don't know what that means.

My comptuer was working just fine, but I desided to do a system restore. It removed the Shutterfly program I had downloaded, which is the only program I have downloaded on to the computer besides and system updates through Microsoft, Adobe, Flashplayer, Norton, etc. Also it turned off my Anti-Virus and Spyware that I had through Norton. And it said my computer may be at risk...I had a little difficulties, but I turned Norton back on and did a quick scan, and I had more tracking cookies.

Well now everything seems to be fine. But like I said my laptop isn't even 30days old. I bought it through the HP website, should I call them and try to get it fixed or exchanged for a new one? Or is my computer fine? Do you think it was the Shutterfly program? And if it was, since it is now deleted should my computer be fine? I have a AMD dual proccesor, could it be because the Shutterfly program was not compatiable with that?

Like I said I am new to computers, and I know a little but not much. Sorry this is so long, I just wanted to make sure to put as much detail as I could to get the best answers. Thank you for reading, and any advice or answers would be greatly apreciated!

Edited by happygeek because: moved
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Dani AI

Generated

For : the loud noise plus an abrupt BSoD during simultaneous uploads and video playback points to one of three broad causes — a kernel-level software conflict (antivirus, video or USB driver), a transient thermal/power event, or early hardware failure (most commonly the hard drive). Immediate priorities are to protect data and collect diagnostic evidence so the root cause can be determined.

Actionable diagnostics to run (from an elevated command prompt or Start box):

eventvwr.msc               (open Event Viewer -> Windows Logs -> System; look for BugCheck or Error at the crash time)
dir C:\Windows\Minidump    (check for *.dmp files containing the STOP code)
mdsched.exe                (Windows Memory Diagnostic — reboot to test RAM)
chkdsk /f /r               (schedule on next boot to check the disk surface)
sfc /scannow               (repair protected system files)

Troubleshooting order that gives the best information with least risk: 1) Back up important files to an external drive now (a failing disk can get worse). 2) Check Event Viewer and any minidumps for the STOP code and driver name. 3) Run the memory test and chkdsk. 4) Do a clean boot (msconfig -> Hide Microsoft services -> disable non-Microsoft services + disable startup items) to see if a third-party app or AV triggers the crash. As suggested, security software installs kernel drivers that can cause BSODs; if Norton looks suspect, use its vendor removal/cleanup tool to fully remove and then test without it before reinstalling.

A few cautions and next steps: loud mechanical noise during a crash can indicate HDD distress — SMART checks and chkdsk results matter. If hardware tests fail or crashes repeat despite the above, contact HP while the machine is under warranty; when calling, have the serial number, Windows version, exact STOP code(s) or minidump file location, and a short timeline of actions already taken.

Member Avatar for flagstar

I don't think StutterFly program would lead your laptop to BSOD. It could be either the movie player itself but I believe it was Norton that cause the crash. You should uninstall it and try other Anti-Virus in market like Avast, Avira, Kaspersky etc.

Tracking cookies can both be harmless or harmful, depends on the cookies that reside on your computer. It save your information from website that you've visited for quick access later on.

If you're still unsure, then it's better to contact HP service centre for advice and further help on your current problem.

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