Stuck trying to follow procedure to supply files for BSOD on Lenovo Thinkpad

J

jaycharles

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Apr 6, 2016
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Executed the Sysnative Collection Ap & have the zip file. Created a restore point &
executed the driver verifier startup. After reboot, system crashed. Restarted in
safe mode, but unable to get to place to restore system to prior restore point. It
keeps telling me 'system protection is turned off-turn it back on in order to use
restore' . From that point, it keeps running me in circles, never providing a place
to turn system protection back on. So I am stuck in not completing procedure.

I tried hitting F8 in restarting the system 4-5 times, but it never accepted it to change the startup behavior. After system came up, I would hit start/restore & it
takes me into the loop described above.

This is a Win7 32 bit installation replacing the original 64 bit Win7. I guess its EOM,
since I used the disks Lenovo gave me after replacing a bad mother board. 8 yrs old. Intel I3 M370. Lenovo Thinkpad Edge 15 '0301DBU'. Laptop. I used Lenovo
support programs to update all software, drivers, & check ram and hard drive. 'All OK'

BSOD usually occurs after system has run for 2-3 hours.
 

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Hi jaycharles,

It's not clear to me where things stand with the computer currently. If you're able to boot into normal mode but having trouble completing step 5, I'd skip it for now. If you're only able to boot into safe mode try running the command:
Code: 
verifier /reset
from an elevated command prompt. If successful that should disable driver verifier and allow the computer to escape a DV induced boot loop.

Please try the above and clarify whether or not you're able to boot normally afterwards.
 
Thank you for your response. Initially, I could only get back into safe mode (attempting to get into normal mode resulted in crash with error codeox0000007e). After applying
the command 'verifier/reset' in safe mode, I was able to restart in normal mode. However, I find system protection turned off. When I turn it on for my C:\ drive (system), it
tells me that I have no restore points. Somehow, the restore point I previously created (and the system accepted) has been lost.

I assume that I should now go back and redo the BSOD reporting procedure starting with creating a restore point again. Please confirm.
 
I have redone the collection procedure successfully down to executing 'verifier/querysettings' which has started. I cannot tell that it is doing anything as the status screen is blank, but I will let it run over 24 hours, as instructed.
 
jaycharles said:
I assume that I should now go back and redo the BSOD reporting procedure starting with creating a restore point again. Please confirm.
Click to expand...
You were able to provide a zip file from the collection app in your original post and it contained a dump file from 9/18 so I wouldn't bother with running it again unless you're asked to do so.​

Unexpectedly losing restore points and/or system restore being disabled is more consistent with drive corruption in my experience (failing system drive, file system corruption, malware, etc.) Restore points can also disappear after running a Disk Cleanup and other cleanup utilities might have it as an option as well. I know you wrote the Lenovo diagnostics showed the drive was okay but please make sure you have a good backup of any important files to an external drive or cloud storage just in case there's a problem with the system drive. Is the system drive 8 years old?
 
I do backups monthly after Microsoft releases its monthly updates & did another this morning after I was able to start the system in normal mode & before initiating the verify procedure. The system drive is PROBABLY 8 years old, but I can't swear to it because I periodically replace my system drives (among 3 laptops) when I obtain a larger sized one.
 
I executed Malwarebytes (which I use routinely & had scanned 8 days ago), found a few adware cookies, deleted. Nothing unusual.
 
Regarding drive corruption, I failed to mention that my troublesome BSOD's all occurred after running 2-3 hours while downloading to the system drive. I am surprised that the
system now running 3-4 hours (but 97.86% idle) is still up.
 
Eight years is a few years beyond the normal expected lifetime of a HDD. There are actually quite a few recent entries in the system event log about drive controller problems:
Code: 
Event[1278]:
  Log Name: System
  Source: Disk
  Date: 2018-09-15T09:54:28.620
  Event ID: 11
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic
  User: N/A
  User Name: N/A
  Computer: THINKPAD
  Description: 
The driver detected a controller error on \Device\Harddisk1\DR4.
is one example of many. I'd recommend creating a bootable CD of UBCD which includes the SeaTools hard drive diagnostic utility. I'd boot from the UBCD disk and run SeaTools to perform a long diagnostic which will check the entire recording surface of the drive as well as likely do a more thorough diagnostic of the drive components. A failing drive could explain all of the bugcheck codes I'm seeing in the system event log.

Here is another method of creating SeaTools bootable diagnostic media.
 
It's strange those disk controller errors are happening but assuming SeaTools is correct please try a memory diagnostic using memtest86 (preferred over memtest86+) which should also be a tool on the UBCD. The usual recommendation is 8 full contiguous passes with 0 errors to be confident the memory is likely okay.

Regarding the dump from the zip file in your original post, DV flagged the wifi driver NETw5s32.sys as doing something it shouldn't. The link takes you to a page describing the device which also has a link to Intel generic drivers. The version you're currently using has the following attributes:
Code: 
1: kd> lmDvm NETw5s32
Browse full module list
start    end        module name
93811000 93e8d000   NETw5s32 T (no symbols)           
    Loaded symbol image file: NETw5s32.sys
    Image path: \SystemRoot\system32\DRIVERS\NETw5s32.sys
    Image name: NETw5s32.sys
    Browse all global symbols  functions  data
    Timestamp:        [COLOR=#0000ff]Wed Mar 17 22:21:12 2010[/COLOR] (4BA1B848)
    CheckSum:         0067F18E
    ImageSize:        0067C000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
    Information from resource tables:
You wrote that you used a Lenovo driver update utility to update the drivers but such utilities aren't always kept up to date. Do you know if there is a product support page for your laptop? I tried searching on information in the collection app but have not had any luck. With a Lenovo laptop there is typically a number on the display bezel or near the hinges above the keyboard. I've also seen them on stickers on the bottom of the laptop. Something like B350 or T420... does yours have such a tag? That number usually can help identify a Lenovo.

In the meantime, if you do continue to experience crashes please just rerun the Sysnative collection app and make the new zip available. Don't bother with enabling DV for now.
 
Thank you for your comments. I have initiated memtest86 as recommended. I can't speak to the utility which Lenovo provides. Its linked to their installed support program (Lenovo Service Bridge) which provides avenues to update software, etc. and which also linked me to their boot iso which examined the hard drive and memory.

no sticker, nos or anything on the display bezel or near the keyboard. If it was once there, it may have
been removed in the initial repair of this laptop (replacing the keyboard). The only sticker is on the
backside, with the model number: 'type 0301-DBUS/N LR-EWGHK 10/07 product id: 0301DBU'
 
Does the Lenovo update tool you're using look something like the one in this video? If so, you've used it to manually check for updates, installed all it makes available, rebooted, and then repeated those steps until there are no longer any updates being offered after a manual check? Also, the video show an "Additional Updates" button at the 1:12 mark. If the tool you're using has such a button please use it to open the support page for your computer and copy that link here so we can have a look.

Out of curiosity, did your computer originally come installed with Windows 7 64-bit? 32-bit Windows won't be able to make use of physical memory beyond 4GB if the computer actually already has more than 4GB or you decide to upgrade the memory.

If the memory test passes with 0 errors please try using the system to see if the bugchecks continue. If they do, please run the Sysnative collection app and make the new zip available.
 
As I recall, the installed Lenovo support application was not exactly like the video. As it executed & advised me that all available updates had been performed, it did not tell me & I did not do a reboot & repeat itterration. I can't get to the support application now to look for an "Additional Updates" button as memtest 86 is still running (0 errors). Speaking to the latter, I am a little confused as to its progress. It has run for over 5 hours, iterations jump from 3 to 6 to 24 etc. It is on pass 6, 2nd cpu.

I am aware of physical memory limitation. I use 32 bit required by VERY OLD programs from years ago.
 
I forgot to say, yes it originally had 64 bit win7. When Lenovo did a repair job, I told them I needed 32 bit and they sent me the disks, which I installed.
 
No memory errors. I have Images of Lenovo support update screens attached. Same functionality as demonstrated in youtube video.
 

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That looks a bit older than the latest offerings I've seen on Lenovo laptops. I know it's an older machine but I'm wondering if support for that utility has been abandoned in favor of this. It looks like the newer version might support your computer looking at that page. Is that something you can try? You'd need to install .NET 4.0 if it's not already installed on your computer.
 
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