BSOD - driver conflict?

[FLZorro]

I apologize if this isn't the correct forum for this issue. I found your site while Googling for similar issues and ended up here. The advice looks very promising so I'm hoping you can help me!

I received the following error on a BSOD after burning a data DVD last week. Now, when I look at the contents of a single data DVD, take the DVD out and replace it with another data DVD, Windows explorer locks up. Then, at shutdown, 3 files/programs don't shutdown and have to be manually killed: dvdlauncher.exe, tfswctrl.exe, and something called "Dummy Mixer Callback". I downloaded and ran hijackthis and have included the log it created.

Any help would be greatly appreciated.

The OS Error:

"a problem ahs been detected and windows has been shut down to prevent any damage to your computer.

If this is the first time you've seen this stop error screen, restart your computer. If this screen appears again, follow these steps:

Sheck to be sure you have adequate disc space. If a driver is identified in hte stop message, disable the driver or check with the manufacturer for driver updates. Try changing video adapters.

Check with your hardware vendor for any BIOS updates. Disable BIOS memory options such as caching or shadowing. If you need to use safe mode to remove or disable componenets, restart your computer, press F8 to select advanced startup options, and then select safe mode.

Technical Information:
***Stop: 0x0000007E (0x0000005, 0x80528FAA, 0xB3320BD0,0xB33208CC)

Begin dump of physical memory
physical memory dump complete
contact your system administrator or technical support group for further assistance."

The HiJackThis Log:

Logfile of HijackThis v1.99.1
Scan saved at 6:58:21 PM, on 10/25/2006
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP2 (6.00.2900.2180)
Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\Ati2evxx.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\Program Files\Intel\Wireless\Bin\EvtEng.exe
C:\Program Files\Intel\Wireless\Bin\S24EvMon.exe
C:\Program Files\Intel\Wireless\Bin\WLKeeper.exe
C:\WINDOWS\system32\LEXBCES.EXE
C:\WINDOWS\system32\spoolsv.exe
C:\WINDOWS\system32\LEXPPS.EXE
C:\Program Files\Intel\Wireless\Bin\ZcfgSvc.exe
C:\PROGRA~1\Intel\Wireless\Bin\1XConfig.exe
C:\Program Files\Symantec\LiveUpdate\ALUSchedulerSvc.exe
C:\Program Files\Common Files\Symantec Shared\ccProxy.exe
C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
C:\WINDOWS\system32\cisvc.exe
C:\WINDOWS\system32\inetsrv\inetinfo.exe
C:\Program Files\Common Files\Microsoft Shared\VS7Debug\mdm.exe
C:\PROGRA~1\MI6841~1\MSSQL\binn\sqlservr.exe
C:\Program Files\Norton Internet Security\Norton AntiVirus\navapsvc.exe
C:\Program Files\Dell\NICCONFIGSVC\NICCONFIGSVC.exe
C:\Program Files\Intel\Wireless\Bin\RegSrvc.exe
C:\Program Files\Common Files\Symantec Shared\SNDSrvc.exe
C:\WINDOWS\System32\snmp.exe
C:\WINDOWS\system32\svchost.exe
C:\Program Files\Common Files\Symantec Shared\CCPD-LC\symlcsvc.exe
C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
C:\WINDOWS\system32\mqsvc.exe
C:\WINDOWS\system32\mqtgsvc.exe
C:\WINDOWS\system32\Ati2evxx.exe
C:\WINDOWS\Explorer.EXE
C:\Program Files\Real\RealPlayer\RealPlay.exe
C:\Program Files\Dell\Media Experience\PCMService.exe
C:\Program Files\Intel\Wireless\Bin\ifrmewrk.exe
C:\Program Files\CyberLink\PowerDVD\DVDLauncher.exe
C:\WINDOWS\system32\dla\tfswctrl.exe
C:\Program Files\Common Files\Symantec Shared\ccApp.exe
C:\Program Files\ATI Technologies\ATI Control Panel\atiptaxx.exe
C:\Program Files\Apoint\Apoint.exe
C:\Program Files\iTunes\iTunesHelper.exe
C:\Program Files\Dell Support\DSAgnt.exe
C:\Program Files\Apoint\Apntex.exe
C:\Program Files\Digital Line Detect\DLG.exe
C:\Program Files\Microsoft SQL Server\80\Tools\Binn\sqlmangr.exe
C:\Program Files\iPod\bin\iPodService.exe
C:\WINDOWS\System32\svchost.exe
C:\Program Files\Common Files\Symantec Shared\Security Console\NSCSRVCE.EXE
C:\WINDOWS\system32\taskmgr.exe
C:\WINDOWS\system32\cidaemon.exe
C:\Program Files\Microsoft Office\OFFICE11\OUTLOOK.EXE
C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE
C:\Program Files\Internet Explorer\IEXPLORE.EXE
C:\PROGRA~1\Citrix\icaweb32\wfica32.exe
C:\Program Files\Internet Explorer\IEXPLORE.EXE
C:\WINDOWS\explorer.exe
C:\temp\HijackThis.exe
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://www.dell4me.com/myway
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.dell4me.com/myway
R1 - HKCU\Software\Microsoft\Internet Connection Wizard,ShellNext = http://www.dell4me.com/myway
O2 - BHO: DriveLetterAccess - {5CA3D70E-1895-11CF-8E15-001234567890} - C:\WINDOWS\system32\dla\tfswshx.dll
O2 - BHO: Norton Internet Security 2006 - {9ECB9560-04F9-4bbc-943D-298DDF1699E1} - C:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll
O2 - BHO: NAV Helper - {A8F38D8D-E480-4D52-B7A2-731BB6995FDD} - C:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll
O3 - Toolbar: Norton Internet Security 2006 - {0B53EAC3-8D69-4b9e-9B19-A37C9A5676A7} - C:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll
O3 - Toolbar: Norton AntiVirus - {C4069E3A-68F1-403E-B40E-20066696354B} - C:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll
O4 - HKLM\..\Run: [UpdateManager] "C:\Program Files\Common Files\Sonic\Update Manager\sgtray.exe" /r
O4 - HKLM\..\Run: [RealTray] C:\Program Files\Real\RealPlayer\RealPlay.exe SYSTEMBOOTHIDEPLAYER
O4 - HKLM\..\Run: [PCMService] "C:\Program Files\Dell\Media Experience\PCMService.exe"
O4 - HKLM\..\Run: [MsmqIntCert] regsvr32 /s mqrt.dll
O4 - HKLM\..\Run: [IntelWireless] C:\Program Files\Intel\Wireless\Bin\ifrmewrk.exe /tf Intel PROSet/Wireless
O4 - HKLM\..\Run: [DVDLauncher] "C:\Program Files\CyberLink\PowerDVD\DVDLauncher.exe"
O4 - HKLM\..\Run: [dla] C:\WINDOWS\system32\dla\tfswctrl.exe
O4 - HKLM\..\Run: [ccApp] "C:\Program Files\Common Files\Symantec Shared\ccApp.exe"
O4 - HKLM\..\Run: [ATIPTA] C:\Program Files\ATI Technologies\ATI Control Panel\atiptaxx.exe
O4 - HKLM\..\Run: [Apoint] C:\Program Files\Apoint\Apoint.exe
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files\QuickTime\qttask.exe" -atboottime
O4 - HKLM\..\Run: [iTunesHelper] "C:\Program Files\iTunes\iTunesHelper.exe"
O4 - HKCU\..\Run: [DellSupport] "C:\Program Files\Dell Support\DSAgnt.exe" /startup
O4 - Global Startup: Digital Line Detect.lnk = ?
O4 - Global Startup: dlbcserv.lnk = C:\Program Files\Dell Photo Printer 720\dlbcserv.exe
O4 - Global Startup: Service Manager.lnk = C:\Program Files\Microsoft SQL Server\80\Tools\Binn\sqlmangr.exe
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MI1933~1\OFFICE11\EXCEL.EXE/3000
O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\WINDOWS\system32\msjava.dll
O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\WINDOWS\system32\msjava.dll
O9 - Extra button: EmpirePoker - {77E68763-4284-41d6-B7E7-B6E1F053A9E7} - C:\Program Files\EmpirePokerMaster\EmpirePoker\RunEPoker.exe
O9 - Extra 'Tools' menuitem: EmpirePoker - {77E68763-4284-41d6-B7E7-B6E1F053A9E7} - C:\Program Files\EmpirePokerMaster\EmpirePoker\RunEPoker.exe
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MI1933~1\OFFICE11\REFIEBAR.DLL
O9 - Extra button: Real.com - {CD67F990-D8E9-11d2-98FE-00C0F0318AFE} - C:\WINDOWS\system32\Shdocvw.dll
O9 - Extra button: MUSICMATCH MX Web Player - {d81ca86b-ef63-42af-bee3-4502d9a03c2d} - http://wwws.musicmatch.com/mmz/openWebRadio.html (file missing)
O16 - DPF: {17492023-C23A-453E-A040-C7C580BBF700} (Windows Genuine Advantage Validation Tool) - http://go.microsoft.com/fwlink/?LinkID=39204
O16 - DPF: {1D4DB7D2-6EC9-47A3-BD87-1E41684E07BB} - http://ak.exe.imgfarm.com/images/nocache/funwebproducts/ei/SmileyCentralFWBInitialSetup1.0.0.15.cab
O16 - DPF: {6414512B-B978-451D-A0D8-FCFDF33E833C} (WUWebControl Class) - http://update.microsoft.com/windowsupdate/v6/V5Controls/en/x86/client/wuweb_site.cab?1157766816343
O16 - DPF: {963BE66B-121D-4E6C-BF9F-1A774D9A2E41} - http://moneycentral.msn.com/cabs/pmupdate2.exe
O16 - DPF: {B8BE5E93-A60C-4D26-A2DC-220313175592} (ZoneIntro Class) - http://cdn2.zone.msn.com/binFramework/v10/ZIntro.cab34246.cab
O18 - Protocol: livecall - {828030A1-22C1-4009-854F-8E305202313F} - C:\PROGRA~1\MSNMES~1\MSGRAP~1.DLL
O18 - Protocol: ms-help - {314111C7-A502-11D2-BBCA-00C04F8EC294} - C:\Program Files\Common Files\Microsoft Shared\Help\hxds.dll
O18 - Protocol: msnim - {828030A1-22C1-4009-854F-8E305202313F} - C:\PROGRA~1\MSNMES~1\MSGRAP~1.DLL
O20 - Winlogon Notify: IntelWireless - C:\Program Files\Intel\Wireless\Bin\LgNotify.dll
O20 - Winlogon Notify: WgaLogon - C:\WINDOWS\SYSTEM32\WgaLogon.dll
O23 - Service: Adobe LM Service - Adobe Systems - C:\Program Files\Common Files\Adobe Systems Shared\Service\Adobelmsvc.exe
O23 - Service: Ati HotKey Poller - ATI Technologies Inc. - C:\WINDOWS\system32\Ati2evxx.exe
O23 - Service: Automatic LiveUpdate Scheduler - Symantec Corporation - C:\Program Files\Symantec\LiveUpdate\ALUSchedulerSvc.exe
O23 - Service: Symantec Event Manager (ccEvtMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
O23 - Service: Symantec Internet Security Password Validation (ccISPwdSvc) - Symantec Corporation - C:\Program Files\Norton Internet Security\ccPwdSvc.exe
O23 - Service: Symantec Network Proxy (ccProxy) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccProxy.exe
O23 - Service: Symantec Settings Manager (ccSetMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
O23 - Service: COM Host (comHost) - Symantec Corporation - C:\Program Files\Norton Internet Security\comHost.exe
O23 - Service: EvtEng - Intel Corporation - C:\Program Files\Intel\Wireless\Bin\EvtEng.exe
O23 - Service: InstallDriver Table Manager (IDriverT) - Macrovision Corporation - C:\Program Files\Common Files\InstallShield\Driver\11\Intel 32\IDriverT.exe
O23 - Service: iPod Service - Apple Computer, Inc. - C:\Program Files\iPod\bin\iPodService.exe
O23 - Service: LexBce Server (LexBceS) - Lexmark International, Inc. - C:\WINDOWS\system32\LEXBCES.EXE
O23 - Service: LiveUpdate - Symantec Corporation - C:\PROGRA~1\Symantec\LIVEUP~1\LUCOMS~1.EXE
O23 - Service: Norton AntiVirus Auto-Protect Service (navapsvc) - Symantec Corporation - C:\Program Files\Norton Internet Security\Norton AntiVirus\navapsvc.exe
O23 - Service: NICCONFIGSVC - Dell Inc. - C:\Program Files\Dell\NICCONFIGSVC\NICCONFIGSVC.exe
O23 - Service: Norton Protection Center Service (NSCService) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\Security Console\NSCSRVCE.EXE
O23 - Service: RegSrvc - Intel Corporation - C:\Program Files\Intel\Wireless\Bin\RegSrvc.exe
O23 - Service: Spectrum24 Event Monitor (S24EventMonitor) - Intel Corporation - C:\Program Files\Intel\Wireless\Bin\S24EvMon.exe
O23 - Service: Symantec AVScan (SAVScan) - Symantec Corporation - C:\Program Files\Norton Internet Security\Norton AntiVirus\SAVScan.exe
O23 - Service: Symantec Network Drivers Service (SNDSrvc) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\SNDSrvc.exe
O23 - Service: Symantec SPBBCSvc (SPBBCSvc) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\SPBBC\SPBBCSvc.exe
O23 - Service: Symantec Core LC - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\CCPD-LC\symlcsvc.exe
O23 - Service: WLANKEEPER - Intel® Corporation - C:\Program Files\Intel\Wireless\Bin\WLKeeper.exe

[SnowDog]

The 7E error can occur as a result of various things - software or hardware. Microsoft lists:

This issue may occur if a system thread generates an exception that the error handler does not catch. This may occur if one or more of the following conditions exist:

•If this issue occurs after the first restart during Windows Setup, or after Setup is finished, the computer may not have sufficient hard disk space to run Windows.

•If this issue occurs after the first restart during Windows Setup, or after Setup is complete, the computer BIOS may be incompatible with Windows.

•Incompatible video adapter drivers.

•Damaged RAM.

•A damaged device driver or system service.

•If the issue is associated with the Win32k.sys file, it may be caused by a third-party remote control program.

If it was me, I'd do a clean reinstall first to check if it still happened. Then attack hardware piece by piece to find out where the problem was. But that's just me because I have my drive imaged and can recover quickly. If recovery is a problem, try uninstalling and reinstalling video and other drivers.

[FLZorro]

Wow! Thanks for the quick response. It sounds like I need to get Dell to do something. About a month ago, a USB port went bad and they sent someone out who replaced the motherboard. Is it possible that the new motherboard is creating this situation?

[SnowDog]

Technically, yes. But to fair: probably not :)

Dell will probably want you to recover the machine before they send anyone out though, won't they?

[FLZorro]

of course, that's their answer to everything.

[SnowDog]

I'm sorry, but I have to support them on it :)

Their job is to get your machine working as quickly as possible and if they send out an engineer with a spare part, which doesn't work, and then requires recovery anyway, that's a wasted visit someone else could have had, and spare part that wasn't needed which costs someone somewhere money. Next time you buy a Dell, that'll end up being you ;)

I work in the same job for another company, and the recovery option is a diagnostic tool. 80% of problems can be resolved over the telephone in spite of our customers (not meaning you, by the way) often demanding engineers because they deleted something and think something broke inside. Doing the recovery first eliminates any possibility of software problems in the original configuration. And it only takes 10 minutes in most cases (though Dell might be one of the OS recoveries, if I remember correctly, so a couple of hours).

But a couple of hours is better than a couple of weeks waiting for a part that may not be needed.

Work with them and they'll work with you :)

[FLZorro]

I spent four hours peforming their extended diagnostic last night...no errors. Their solution now is to format the harddrive and reinstall Windows. I'm 95% certain this issue is related to the DVDLauncher software that they install as TSR. DVDLauncher is apparently used to view movies. I only use this laptop for software development; all DVDs are data only. I've had so many issues with DVDs and CDs as a result of the extra software/drivers that Dell installed (e.g. this one and Sonic DLA). Unfortunately, I don't have the expertise to determine where/how the drivers are conflicting or how to resolve the issue

[SnowDog]

How old is the machine and how long has it been working perfectly as far as this problem goes before it all went wrong?

If it was OK for a significant time, then suddenly wasn't, something has changed and it's that you've got to nail.

The reinstall technique is the final diagnostic: if it won't work after that there is a hardware problem. That's why they're doing it, and they appear to have tried everything else to their credit.

What else can they do? Send you an engineer? To do what?

Go along with them and the quicker it will get sorted :)