Crash with loss of video

[AppliedPCS]

Hello,
I have a computer that will initially boot up, load windows, and allow you to log in, but shortly after crashes with a blue screen that doesn't allow me to catch the error because the video cuts out. After this crash, the computer will no longer display video, either out of the video card nor the built in graphics.

Although I was not able to catch the screen, I have recovered the memory.dmp and I have use WinDbg to decode it. Here are is what it says:

0: kd> !analyze -v
*******************************************************************************
*                                                                            *
*                        Bugcheck Analysis                                    *
*                                                                            *
*******************************************************************************
 
KMODE_EXCEPTION_NOT_HANDLED (1e)
This is a very common bugcheck.  Usually the exception address pinpoints
the driver/function that caused the problem.  Always note this address
as well as the link date of the driver/image that contains this address.
Arguments:
Arg1: ffffffffc0000005, The exception code that was not handled
Arg2: fffff800025543a0, The address that the exception occurred at
Arg3: 0000000000000000, Parameter 0 of the exception
Arg4: ffffffffffffffff, Parameter 1 of the exception
 
Debugging Details:
------------------
 
*** ERROR: Module load completed but symbols could not be loaded for SYMEFA64.SYS
*** ERROR: Module load completed but symbols could not be loaded for SRTSP64.SYS
 
READ_ADDRESS:  0000000000000000
 
EXCEPTION_CODE: (NTSTATUS) 0xc0000005 - The instruction at "0x%08lx" referenced memory at "0x%08lx". The memory could not be "%s".
 
FAULTING_IP:
nt!ExDeferredFreePool+d0
fffff800`025543a0 4d8b08          mov    r9,qword ptr [r8]
 
BUGCHECK_STR:  0x1E_c0000005_R
 
DEFAULT_BUCKET_ID:  VISTA_DRIVER_FAULT
 
PROCESS_NAME:  System
 
CURRENT_IRQL:  0
 
LAST_CONTROL_TRANSFER:  from fffff80002459177 to fffff80002476ad0
 
STACK_TEXT: 
fffffa60`0aaa1b78 fffff800`02459177 : 00000000`0000001e ffffffff`c0000005 fffff800`025543a0 00000000`00000000 : nt!KeBugCheckEx
fffffa60`0aaa1b80 fffff800`02476929 : fffffa60`0aaa22b8 00000000`00000000 fffffa60`0aaa2360 fffffa80`03659048 : nt! ?? ::FNODOBFM::`string'+0x29107
fffffa60`0aaa2180 fffff800`0247550d : 00000000`00000000 fffffa60`00b5a17f fffff880`008fc548 fffffa60`00cafa38 : nt!KiExceptionDispatch+0xa9
fffffa60`0aaa2360 fffff800`025543a0 : fffffa80`067b5100 fffffa80`036590a0 00000000`00000801 fffffa60`6e704153 : nt!KiGeneralProtectionFault+0xcd
fffffa60`0aaa24f0 fffff800`02553de2 : fffff880`0dd23b50 fffff880`0dcdd320 00000000`00000000 00000000`00000001 : nt!ExDeferredFreePool+0xd0
fffffa60`0aaa2560 fffffa60`00c07d6e : fffffa60`0aaa2740 00000000`00000000 00000000`000007c5 fffff880`74704153 : nt!ExFreePoolWithTag+0x5e2
fffffa60`0aaa2610 fffffa60`00cd29ee : fffff880`0ad86138 fffffa60`00cafa38 00000000`00000000 00000000`00000000 : SYMEFA64+0x3d6e
fffffa60`0aaa2640 fffffa60`00cd1a40 : fffff880`0ad860c8 fffffa80`067b5060 fffffa80`03c59e90 fffffa60`00cb55e0 : SYMEFA64+0xce9ee
fffffa60`0aaa2670 fffffa60`00c08c96 : fffff880`0ad86010 fffff880`0ad86010 00000000`00000001 fffffa60`0aaa2740 : SYMEFA64+0xcda40
fffffa60`0aaa26a0 fffffa60`00cd870d : 00000000`00000001 fffff880`0ad86010 00000000`00000002 fffffa60`0aaa2778 : SYMEFA64+0x4c96
fffffa60`0aaa26d0 fffffa60`0a2168f9 : 00000000`00000000 00000000`00000000 fffffa80`03c427f0 fffffa60`0aaa27b0 : SYMEFA64+0xd470d
fffffa60`0aaa2710 fffffa60`0a24e322 : fffffa80`03c60af0 00000000`00000000 fffff880`0dd29250 fffff880`0dc717d0 : SRTSP64+0x158f9
fffffa60`0aaa2760 fffffa60`0a266310 : 00000000`00000000 fffff880`14b877a0 00000000`00000000 fffff880`14b877a0 : SRTSP64+0x4d322
fffffa60`0aaa27b0 fffffa60`0a23df93 : 00000000`00002004 00000000`00000000 00000000`00000000 00000000`00000000 : SRTSP64+0x65310
fffffa60`0aaa27f0 fffffa60`00b12eca : fffffa80`072c5320 00000000`00000000 fffff880`0dcdaa70 00000000`00000001 : SRTSP64+0x3cf93
fffffa60`0aaa2880 fffffa60`00b11fce : fffffa80`07240030 fffffa80`03c5e8a0 fffffa80`08d27770 fffffa80`08d27990 : fltmgr!FltpPerformPostCallbacks+0x30b
fffffa60`0aaa2950 fffffa60`00b2e26c : fffffa80`072497e0 fffffa80`07248010 fffffa80`072c5000 fffffa60`0aaa2a10 : fltmgr!FltpLegacyProcessingAfterPreCallbacksCompleted+0x34e
fffffa60`0aaa29c0 fffff800`026e7949 : 00000000`00000004 fffffa80`072c5010 00000000`000002c0 00000000`00000000 : fltmgr!FltpCreate+0x25d
fffffa60`0aaa2a70 fffff800`026dfe42 : fffffa80`06343cc0 00000000`00000000 fffffa80`093f4010 00000000`00000000 : nt!IopParseDevice+0x5f9
fffffa60`0aaa2c10 fffff800`026e09d5 : 00000000`00000000 fffffa80`093f4118 00000000`00000000 00000000`00000000 : nt!ObpLookupObjectName+0x593
fffffa60`0aaa2d20 fffff800`026e5fb7 : 00000000`80000000 00000000`80000000 00000000`00000001 fffffa60`0aaa3010 : nt!ObOpenObjectByName+0x2f5
fffffa60`0aaa2df0 fffff800`026d51a8 : fffffa60`0aaa3270 fffffa60`80000000 fffffa80`0991f930 fffffa60`0aaa3160 : nt!IopCreateFile+0x287
fffffa60`0aaa2e90 fffff800`02476573 : fffffa80`07a12e60 fffffa60`0aaa2ec8 fffff880`00000000 00000000`00000000 : nt!NtOpenFile+0x58
fffffa60`0aaa2f20 fffff800`02476a80 : fffffa60`0075f59e 00000000`00000260 fffff880`00000003 fffff800`0241f001 : nt!KiSystemServiceCopyEnd+0x13
fffffa60`0aaa3128 fffffa60`0075f59e : 00000000`00000260 fffff880`00000003 fffff800`0241f001 fffffa60`0aaa33b0 : nt!KiServiceLinkage
fffffa60`0aaa3130 fffffa60`0076207c : fffffa60`0aaa3370 fffffa60`0aaa32b8 fffffa60`0aaa3328 00000000`72634943 : CI!CipMinCrypK_OpenFile+0x46
fffffa60`0aaa31c0 fffffa60`0076232e : 00000000`00000000 fffffa60`0aaa3370 00000000`000001d2 00000000`00000000 : CI!I_MapAndSizeDataFile+0x70
fffffa60`0aaa3270 fffffa60`00762a80 : 00000000`00000000 fffff880`0dbd0900 00000000`00000000 00000000`00000000 : CI!I_MapCatalog+0x156
fffffa60`0aaa3310 fffffa60`00761b13 : ffffffff`80001ca4 00000000`00000000 00000000`80000000 00000000`0000002a : CI!I_ReloadCatalogs+0x2ac
fffffa60`0aaa3480 fffffa60`00760923 : fffffa60`0aaa3798 00000000`00000000 fffff880`00000000 fffffa60`00000000 : CI!I_FindFileOrHeaderHashInCatalogs+0xf7
fffffa60`0aaa3520 fffffa60`0076108e : 00000000`00000000 fffffa60`0aaa3798 00000000`00001000 00000000`80000000 : CI!CipGetPageHashesForFile+0xd7
fffffa60`0aaa3600 fffffa60`0075ff06 : fffffa80`073a0d20 fffff980`18280000 00000000`00001000 00000000`80000000 : CI!CipValidatePageHash+0x172
fffffa60`0aaa3720 fffff800`027da0d8 : 00000000`00000001 00000000`00000000 fffffa80`073a0d20 00000000`00000001 : CI!CiValidateImageHeader+0x1ce
fffffa60`0aaa3810 fffff800`02817284 : 00000000`00000000 00000000`01000000 fffffa80`095dd240 00000000`00000000 : nt!SeValidateImageHeader+0x58
fffffa60`0aaa3850 fffff800`02672bbf : fffffa80`073a0d20 fffffa80`095dd240 00000000`00000002 fffffa60`00000001 : nt!MiValidateImageHeader+0x214
fffffa60`0aaa3920 fffff800`026b1f34 : fffffa60`0aaa3b70 00000000`00000000 00000000`00000000 00000000`00000001 : nt! ?? ::NNGAKEGL::`string'+0x3f78c
fffffa60`0aaa3b20 fffff800`02476573 : fffffa80`095debb0 00000000`0000000f 00000000`0020cd58 00000000`00000000 : nt!NtCreateSection+0x15f
fffffa60`0aaa3bb0 00000000`77a8731a : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x13
00000000`0020cd38 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x77a8731a
 
 
STACK_COMMAND:  kb
 
FOLLOWUP_IP:
nt!ExDeferredFreePool+d0
fffff800`025543a0 4d8b08          mov    r9,qword ptr [r8]
 
SYMBOL_STACK_INDEX:  4
 
SYMBOL_NAME:  nt!ExDeferredFreePool+d0
 
FOLLOWUP_NAME:  Pool_corruption
 
IMAGE_NAME:  Pool_Corruption
 
DEBUG_FLR_IMAGE_TIMESTAMP:  0
 
MODULE_NAME: Pool_Corruption
 
FAILURE_BUCKET_ID:  X64_0x1E_c0000005_R_nt!ExDeferredFreePool+d0
 
BUCKET_ID:  X64_0x1E_c0000005_R_nt!ExDeferredFreePool+d0
 
Followup: Pool_corruption
---------

Any help would be greatly appreciated!

 

[Tmagic650]

Looks like either Norton has corrupted the computer or a computer problem corrupted Norton

 

[AppliedPCS]

Suggestion or recommendation for a possible fix?

 

[Tmagic650]

Re-install Windows, after formatting the hard drive, because you can't get in to Windows to fix anything. The re-install will let us know if there is a hardware failure

 

[AppliedPCS]

The computer boots and runs well with a fresh installation. So since it has to be software, what is the exact issue?

 

[Tmagic650]

If it runs well after a fresh Windows install, when does the BSOD start? After you install Norton?

 

[AppliedPCS]

I've resolved the issue with this customer's computer. However, nothing had been changed on this computer in months, and it had not been started up until a few days ago. The BSOD happened with the original installation. Norton was previously installed and working for months with it installed.

 

[Tmagic650]

Norton sometimes interferes with the Windows firewall and Windows Defender in Windows 7. There is no need to use 3rd party protection software... After applying all the Windows Updates, the Norton instability will suddenly appear, either immediately or after a few months. Microsoft Security Essentials is free, and you can guess that it doesn't interfere with Windows 7 at all. Have you applied all the Windows Updates, including all the optional updates?