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Bluescreen & inability to update video driver...

Posted on 2016-10-22
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Last Modified: 2016-11-22
Trying to help a friend (Inspiron 3650, Win 7 Pro SP1, 8 GB Ram) via long distance with a blue screen problem. Message on computer is as follows:

Problem signature:

  Problem Event Name:    BlueScreen

  OS Version:    6.1.7601.2.1.0.256.48

  Locale ID:    1033

Additional information about the problem:

  BCCode:    1000007e

  BCP1:    FFFFFFFFC0000005

  BCP2:    FFFFF88001A261B7

  BCP3:    FFFFF880032945C8

  BCP4:    FFFFF88003293E20

  OS Version:    6_1_7601

  Service Pack:    1_0

  Product:    256_1

Files that help describe the problem:

  C:\Windows\Minidump\101416-15600-01.dmp

  C:\Users\Steven\AppData\Local\Temp\WER-28938-0.sysdata.xml

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409


Checking first off to see that BIOS & drivers are up to date, it shows a newer VGA driver available, but when trying to install, I get the message;

The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer. Set up will exit.

Clicking yes redirects to Intel's site, where it says there is a newer video driver, but tells me to DL from manufacturer's site, which is where I was in the first place!!!

I posted this in Dell's forum (silly me), & received this  answer;
bugcheck 0x1000007E

SYSTEM_THREAD_EXCEPTION_NOT_HANDLED_M

due to an malware access violation caused when code in

dxgmms1.sys tried to read memory address 0xffffffffffffffff

There is no amount of time to fix this.

Time for scorched earth reinstall.

A 'scorched earth reinstall' is not something I want to try to talk someone through & may just tell him to call Dell, if this is the case.

I'm also trying to determine if this has anything to do with his AV program, Vipre, as he will periodically get messages in event viewer that it has stopped working. I was checking event viewer to see what else is going on around time of blue screen, but am not seeing any instances of 'computer shutdown was unexpected' or something along those lines.

Any suggestions?

Thanks!
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Question by:gromack
8 Comments
 
LVL 100

Expert Comment

by:John Hurst
ID: 41855370
Get the newest Video driver on hand, shut down the machine, start it up and press F8 (repeatedly) to get into Safe Mode.

Then try installing / reinstalling the driver in Safe Mode.

You can also try restoring to a prior point (recovery options) in Safe Mode.
0
 
LVL 72

Expert Comment

by:Qlemo
ID: 41855663
Sometimes going back to an older instead of a newer driver helps.
0
 
LVL 93

Expert Comment

by:nobus
ID: 41855769
if you post the dmp file, we can probably find more info
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LVL 30

Expert Comment

by:Sudeep Sharma
ID: 41856132
As Nobus suggested above, compress the dump file C:\Windows\Minidump\101416-15600-01.dmp and post it here, so that it could be investigated more to provide some useful information to resolve the issue.

Sudeep
0
 

Author Comment

by:gromack
ID: 41856135
Waiting for my late sleeping pal in another time zone to get back on this...
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Accepted Solution

by:
gromack earned 0 total points
ID: 41860701
Apparently, this may be related to His AV software. He removed & switched to another & problem seems to be fixed...
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LVL 93

Expert Comment

by:nobus
ID: 41861631
good to hear
if no more help is needed -plse close this Q
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Author Closing Comment

by:gromack
ID: 41875280
5 days later & no bluescreens, I guess the AV software he was using was the root of the problem.
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