win 7 svc pk 1 system_exception_error 3B amd_sata.sys or ntoskrnl.exe. Help resolving, please?

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MerryBees

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Mar 22, 2015
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My friends' HP Pavilion g7-1322nr runs Windows 7 service pack 1. They noticed the laptop crashing after Windows Update. Is there any way to fix this short of re-installing Windows?

There are no system recovery disks, nor backups. The restore points are gone. The virus software is missing or bollixed up. CCCleaner was on the pc. I've used HP Recovery Manager to back up everything personal that it will allow me to back up, but I've never used this to restore anything. (I've never even gotten Windows Backup to restore anything, so I'm not real knowledgeable.) It is imperative that I not lose this work-related data. Any suggestions for making additional copies of the data that must be restored will be gratefully accepted! I've not gotten a straight answer yet as to whether disks to reinstall the non-Windows programs are available. Can I be sure I've found all programs that need to be re-installed by listing everything on the Windows Desktop and in 'all programs' from Start?

I've run Repair Your Computer from Advanced Boot Options. I've run chkdsk /r, and it may have repaired something (or made it worse) the first time it was run. sfc /scannow finds nothing wrong, nor do memory tests.

The laptop turns on and off successfully and you can login and off in all variations of safe mode I know to try. I've been working my way through the available boot options in msconfig. I am unsure the pc is actually connecting to the internet from safe mode with networking, but it does seem to access Microsoft's online help.

When I try to do a 'clean boot' with everything except Microsoft programs disabled, the pc boots to the login screen. The pc can be successfully turned off from the login screen if you don't try to login. If you actually login, then the system crashes with 'SYSTEM_SERVICE_EXCEPTION', Bug Check Code 0x0000003b. I don't know how to get a mini-dump transferred to the computer I'm using. Please tell me what to do should you need to look at the minidumps. Nirsoft BlueScreenView is on a flash drive attached to the ailing laptop. It lists the following files as having been executed. The list seems to be ordered from last run to first run.

amd_sata.sys amd_sata.sys+c9f6
ntosknrl.exe ntoskrnl.exe+76429
hal.dll
kdcom.dll
mcupdate_AuthenticAMD.dll
PSHED.dll
CLFS.SYS
CI.dll
Wdf01000.sys
WDFLDR.SYS
ACPI.sys
WMILIB.SYS
msisadrv.sys
pci.sys
vdrvroot.sys
partmgr.sys
...

Sometimes the pc bug checks 3B, but amd_sata.sys is missing from the list of programs executed. The list begins with ntoskrnl.exe.

Thank you for reading this far, and thank you for any help you may offer.




 
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Dee Kay

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Dec 22, 2014
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The 3b is usually tied to your graphics so see if you can find any updated graphics drivers for your system. If you know which update from windows it was you could uninstall it and see if the problem goes away. Check all of your cables to make sure they are all seated fully. If you can run windows by turning off third party programs then one of them sounds like the problem. See if any problems show in device manager. Try running memtest86 to see if your ram is throwing errors and causing problems. If you start seeing errors then test each stick separately to narrow down the bad stick. http://www.memtest86.com/
 
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MerryBees

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Mar 22, 2015
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Thank you, Dee Kay.

-- Going to check cables now, and clean insides of laptop, then run memtest.

-- I've got the latest versions of the HP drivers for this laptop on flash drive. Now, to figure how to load them...

-- No, I've no idea which windows update it was. I'll see if I can find a way to look at the windows update history from safe mode. There doesn't seem to be a way to run windows update itself from safe mode. Unless from command prompt? Saw somewhere that someone messed with the registry to get windows update to run. Ouch.

-- No, windows won't run outside of safe mode even with all third party programs turned off. I wish I could remove CCCleaner, Norton, etc from safe mode, then check the pc out from flash drive with virus software. I think there is a way to do the virus check from flash drive, so I'd better add that to the to-do list.

-- Device manager in safe mode displays no problems, for what this is worth.

Thank you very much, again, Dee Kay.

 
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Dee Kay

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Dec 22, 2014
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You are welcome MB. You are wise in staying away from the registry unless you know EXACTLY what you are doing. Now to make sure that you have all of the data saved check the thumb drive, dvd, or external drive that you copied it to on another PC so you can make sure it is there.

Programs can install themselves in so many different places that a clean install of them is the preferred method. If you can access the original install files then it just takes time. Lacking the install disks means having to d/l then again. Run a program like majic jelly bean or belarc advisor to get the product keys needed for any reinstall as without them you would have to pay for the programs again.

One of the best ways to get rid of software errors and other detritus is by a clean install of your OS. Knowing that you want to avoid that will make getting a working version possibly time consuming but not insurmountable. Taking one issue at a time and try getting it fixed before moving on is the best method but still not a guarantee that you won't have to do a fresh install. That would also wipe out any virii or other malware if it is on the HDD. Making sure the hardware checks out is the first step regardless of software.
 
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