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Windows 7 Dell Laptop and Blue Scree with Webcam

Posted on 2013-10-25
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Last Modified: 2016-11-23
I have a Dell Latitude E5420 laptop with Windows 7 Pro installed.  I am getting a BSOD when I close out Skype or Megameeting, or anything with a web cam.  I have reinstalled the OS and it was fine for a couple weeks, but the issue started again.

I tried disabling the integrated web cam, and even disabling the Microsoft Life cam and using  the integrated cam.  I also switched to a different Logitech cam.  The BSOD occurs no matter what cam I use.  

I have attached the blue screen error in an image.  Any ideas would be fantastic.  I am stumped!
loh.JPG
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Question by:EricZ213
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28 Comments
 
LVL 12

Expert Comment

by:piattnd
ID: 39600557
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Expert Comment

by:Andray_1
ID: 39600610
Before doing anything else, please use a Internet Explorer browser and do:
 
Tools -> Windows Updates
 
Note: even after installing some updates, it may appear that there are no more to install, please reboot, if that is the case,  and do the above step, one last time, to force any pending Updates to display, until after doing so, there are none.
 
Also, please go to the manufacturers web site, in most cases, you can have it scan your system, if you choose to let it, and it will show you what new software/drivers are needed.
 
If you don't do the above, you will have many problems, and not isolated just to Skype or web cam.
 
After doing ALL of the above, please do this:
 
Please install the beta version using the instructions below:

If you have the normal Skype version installed, please install the beta version, if you have the beta version installed please install the normal version from Skype.com, please do NOT remove the current Skype installation, install over it.

You can install the current release or the Current beta release by doing this from the top of this page:

Get Skype -> Windows -> Choose the normal or beta release, please do NOT remove what you already have installed, simply, install over.

These instructions have worked for many and is the quickest thing to try to resolve issues such as this.

If this fails, then please check this as well:
 
Stop Skype.

Be sure that Compatibility Mode is not enabled (right-click on Skype shortcut icon/launcher and select Properties >> Compatibility) - for Windows 7 users only.

Try to launch Skype.
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Expert Comment

by:Nick Rhode
ID: 39600614
Another option is to install whocrashed

http://www.resplendence.com/whocrashed

This will read the dump files and give you a better description of the problem.
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Expert Comment

by:piattnd
ID: 39600635
While running windows update is a good idea, not always does it include the hotfixes such as the one linked in my response.  If it were me, I'd install that hotfix immediately, as it is the exact issue you are describing and has to do with similar scenarios to that of the software relying on multimedia.
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Author Comment

by:EricZ213
ID: 39600709
The hotfix did not work.  All updates installed.
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Expert Comment

by:piattnd
ID: 39600722
Same stop code still or did it throw a new code?
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Author Comment

by:EricZ213
ID: 39601104
Same Code
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Expert Comment

by:Andray_1
ID: 39602074
Try reinstalling your operating system then run all the updates again then try Skype or cam!
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LVL 91

Expert Comment

by:nobus
ID: 39602555
plse post the dmp file itself, for more info on the problem
you find it in windows \minidumps
attach as file here
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Author Comment

by:EricZ213
ID: 39607448
I will post dump file tomorrow. Same exact errors.  I already reinstalled, and I know it had nothing to do with skype at all as it crashes in mega meeting.
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Expert Comment

by:Seth Simmons
ID: 39607465
have you gone to dell's site and downloaded updated drivers for your system - especially chipset?

http://www.dell.com/support/troubleshooting/us/en/555/Product/latitude-e5420
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Expert Comment

by:nobus
ID: 39607980
ok - waiting for .dmp file
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Author Comment

by:EricZ213
ID: 39609251
Here is the dmp file
102513-36379-01.dmp
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Author Comment

by:EricZ213
ID: 39609805
any ideas?
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Expert Comment

by:nobus
ID: 39610895
it says that the error occurred using chrome : - so i would uninstall that for testing
here the complete analysis
APC_INDEX_MISMATCH (1)
This is a kernel internal error. The most common reason to see this
bugcheck is when a filesystem or a driver has a mismatched number of
calls to disable and re-enable APCs. The key data item is the
Thread->CombinedApcDisable field. This consists of two separate 16-bit
fields, the SpecialApcDisable and the KernelApcDisable. A negative value
of either indicates that a driver has disabled special or normal APCs
(respectively) without re-enabling them; a positive value indicates that
a driver has enabled special or normal APCs (respectively) too many times.
Arguments:
Arg1: 0000000073072e09, Address of system call function or worker routine
Arg2: 0000000000000000, Thread->ApcStateIndex
Arg3: 000000000000fffe, (Thread->SpecialApcDisable << 16) | Thread->KernelApcDisable
Arg4: fffff88009e5bb60, Call type (0 - system call, 1 - worker routine)
Debugging Details:
------------------
FAULTING_IP:  +0
00000000`73072e09 ??              ???
CUSTOMER_CRASH_COUNT:  1
DEFAULT_BUCKET_ID:  WIN7_DRIVER_FAULT
BUGCHECK_STR:  0x1
PROCESS_NAME:  chrome.exe
CURRENT_IRQL:  0
LAST_CONTROL_TRANSFER:  from fffff80002c76129 to fffff80002c76b80
STACK_TEXT:  
fffff880`09e5b928 fffff800`02c76129 : 00000000`00000001 00000000`73072e09 00000000`00000000 00000000`0000fffe : nt!KeBugCheckEx
fffff880`09e5b930 fffff800`02c76060 : fffffa80`08750720 00000000`02a1e368 fffff880`09e5ba88 00000000`00000000 : nt!KiBugCheckDispatch+0x69
fffff880`09e5ba70 00000000`73072e09 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceExit+0x245
00000000`02a1ec78 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x73072e09
STACK_COMMAND:  kb
FOLLOWUP_IP:
nt!KiSystemServiceExit+245
fffff800`02c76060 4883ec50        sub     rsp,50h
SYMBOL_NAME:  nt!KiSystemServiceExit+245
FOLLOWUP_NAME:  MachineOwner
IMAGE_NAME:  ntkrnlmp.exe
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Author Comment

by:EricZ213
ID: 39611648
That is the error for chrome, but it also does it using skype.
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Expert Comment

by:nobus
ID: 39611791
did you uninstall Chrome and Skype?  you can use anothe r browser for testing
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Author Comment

by:EricZ213
ID: 39617857
I tested it in Internet explorer and firefox.  Same issue
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LVL 91

Expert Comment

by:nobus
ID: 39618472
ok - but did you UNINSTALL the others first?
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Author Comment

by:EricZ213
ID: 39623304
I will try that tomorrow
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Author Comment

by:EricZ213
ID: 39627383
I removed skype.  The camera works in internet explorer but crashes for skype and chrome.   Here is the latest dmp file.  I think it definitely has to do with chrome but cannot find a solution
110613-25521-01.dmp
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LVL 91

Expert Comment

by:nobus
ID: 39627603
yes, it happened with chrome and says :
APC_INDEX_MISMATCH (1)
This is a kernel internal error. The most common reason to see this
bugcheck is when a filesystem or a driver has a mismatched number of
calls to disable and re-enable APCs.

i suggest to run sfc /scannow,

here's what MS suggests for it :
1.Open Action Center by clicking the Start button , clicking Control Panel, and then, under System and Security, clicking Review your computer's status.

2. Click Maintenance.

3. Under Check for solutions to problem reports, click Check for solutions. Windows will notify you if there are any solutions to problems available for your computer.
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Author Comment

by:EricZ213
ID: 39627915
Did the above and now I have a new BSOD... See attached DMP
110613-41745-01.dmp
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LVL 91

Expert Comment

by:nobus
ID: 39628000
>>  Did the above   <<  what did you do?  several options were suggested

anyway, it says :  IMAGE_NAME:  CtClsFlt.sys, caused by driver verifier - is it turned on?
then turn it off, but it is associated with the webcam also
did you try connecting it to another port?

also -  i would update ALL drivers, and certainly look for newer versions of the webcam drivers and software

here they are :  ftp://ftp.dell.com/Pages/Drivers/latitude-e5420.html
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Author Comment

by:EricZ213
ID: 39628054
I disabled the onboard webcam (This is a laptop).  I also updated all drivers from Dell and drivereasy (Pro).  I also tried multiple ports.  Does not matter if its onboard or USB cam.  Are you saying I should turn off driver verifier?
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LVL 91

Expert Comment

by:nobus
ID: 39629481
for testing out the problem, yes.
you can also test if it happens with a clean boot : run msconfig
select startup tab - click disable all
select services tab, click "Hide MS services" and clik disable all
reboot to test
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Accepted Solution

by:
EricZ213 earned 0 total points
ID: 39633250
I was able to finally figure out what was going on.  I checked the plugins in chrome.  Normally chrome has a built in version of flash player.  For some reason it was deploying that, and the normal flash plugin simultaneously.  Once I disabled the chrome plugin for flash, problem solved.!
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Author Closing Comment

by:EricZ213
ID: 39644049
Repaired the issue.  Took weeks to figure out.
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