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BSOD - Win32k.sys

Posted on 2011-09-05
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Last Modified: 2012-05-12
PC bluescreens every boot, giving win32k.sys error.
Unable to boot into windows normally or in safe mode.
We've come across this problem before on this pc, but we just reinstalled windows.
Is it possibly caused by the sims 3/ sims 3 Generations expansion pack.

The pc is a HP Pavilion slimline s5000, running windows 7 with 4GB of RAM

Picture of bluescreen attached below

BSODWin32k-sys.jpg
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Question by:unrealone1
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20 Comments
 
LVL 8

Expert Comment

by:bright12
ID: 36483494
I don't think that the Sim3 has any part of this. Did you check the memory for any errors? And did you check the HDD for any errors?

Also make sure that all the dust is removed from the heatsink of the CPU, fan of the CPU and from the power supply.

This to make sure that the dust is not the problem.
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LVL 1

Author Comment

by:unrealone1
ID: 36483717
We ran the HP diagnostic software and it didn't report any hardware errors

The unit is dust free
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LVL 8

Expert Comment

by:bright12
ID: 36483737
You can use the Ultimate Boot CD for Windows and boot from the CD. Then run MEMTEST X86 to test the memory, let it loop for a minimum of 3. This program tests the memory differently then the HP Diagnostic software. If this test is successful you can use the Ultimate for Windows for testing the hard disk.

I'm thinking that either the memory is not good or the hard disk is reaching it's end of life.
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LVL 1

Author Comment

by:unrealone1
ID: 36483892
This machine is less than a year old
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LVL 8

Expert Comment

by:bright12
ID: 36483927
I had a new PC and when I start the PC after 3 till 4 Hours the PC was resetting it self. Send it back for repair and they found that the memory was faulty.

I recommend to check the memory with the Ultimate Boot CD for Windows.
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LVL 30

Expert Comment

by:ded9
ID: 36484614
Boot from windows 7 disc...go to windows\minidump...copy the minidump folder to a flash drive and upload it on EE for analysis.


Ded9
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LVL 93

Expert Comment

by:nobus
ID: 36486850
you can copy the dump with UBCD4Windows also; post it here
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LVL 1

Author Comment

by:unrealone1
ID: 36487419
This is the most recent dump off the machine.
062011-15553-01.dmp
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LVL 30

Expert Comment

by:ded9
ID: 36487623
Crash dmp points to igdkmd64.sys...this is a graphics driver.

You can search your computer for this driver...rename it to igdkmd64.old and boot.

Installing the updated graphics driver will resolve your issue.

If you are using windows 7 32 bit o.s then you have installed a 64bit driver....you need to install 32 bit driver.




Ded9
0
 
LVL 30

Expert Comment

by:ded9
ID: 36487632
The crash is not caused by the game ....the problem lies with the graphics driver..install updated graphics driver.


Ded9
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LVL 93

Expert Comment

by:nobus
ID: 36487947
for renaming the driver, you can do that from a live cd, or use the install cd
http://www.ubcd4win.com/      
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LVL 1

Accepted Solution

by:
unrealone1 earned 0 total points
ID: 36494352
Hi, we were not able to locate the file, in the windows system32 folder, We have scanned the RAM using a memory test using hirens CD
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LVL 8

Expert Comment

by:bright12
ID: 36494397
Did you removed/uninstalled the graphic driver? And installed then the latest graphic driver?

Did the memory test shows any failure? And what about the hard disk?
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LVL 93

Expert Comment

by:nobus
ID: 36494642
win32k.sys should be in c:\windows\system32
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LVL 30

Expert Comment

by:ded9
ID: 36497330
Boot the computer in low res mode by tapping F8 and then monitor the computer. ...problem might be with the graphcis card hardware or driver.

Install updated driver.



Ded9
0
 
LVL 93

Expert Comment

by:nobus
ID: 36500932
you can extract it from cd, or might find it in an other location also -if you like
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LVL 1

Author Closing Comment

by:unrealone1
ID: 36954230
Worked
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LVL 93

Expert Comment

by:nobus
ID: 36931189
what worked??
0
 
LVL 1

Author Comment

by:unrealone1
ID: 36931522
We phoned HP to get a replacement unit and they informed us that we couldn't get a replacement unit and that we should back up the data and use the recovery partition to put windows back on the machine
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