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BSOD on my new laptop? BCCode 27 Help

Update: Just got this error again.  I uploaded a 2nd .dmp file to the sky drive.  Listed at the bottom below the 1st link.

I just opened my new laptop this afternoon - Gateway NV5425u.

I have been installing some new applications (itunes, picassa, chrome, microsoft security essentials - after uninstalling Norton trial, ...) and while adding folders to my itunes library from a network drive I got a BSOD.  I was not able to capture any of the details from the actual BSOD, but was able to capture the data from the 

Problem Event Name: BlueScreen

OS Version: 6.1.7600.2.0.0.768.3

Locale ID: 1033

Additional information about the problem:

BCCode: 27

BPC1: 00000000BAAD0073

BPC2: FFFFF88008F11FB8

BPC3: FFFFF88008F11810

BPC4: FFFFF88003A241AF

OS Version: 6_1_7600

Service Pack: 0_0

Product: 768_1

Files that help describe the problem:

C:\Windows\Minidump\010810-19718-01.dmp

C:\Michele\AppData\Local\Temp\WER-40263-0.sysdata.xml ◄- i can't locate this file on my hard drive?

I saw another post that asked the user to upload the minidump files to a skydrive, I only had one file & it is posted here:

http://cid-2fcb13a425961dd4.skydrive.live.com/self.aspx/.Public/010810-19718-01.dmp

http://cid-2fcb13a425961dd4.skydrive.live.com/self.aspx/.Public/010910-21138-01.dmp (2nd instance)

Help would be greatly appreciated.

Operating System: Windows 7
Answer
Answer

Hi emscre,

The issue could be related to drivers and could be resolved by updating the same. Firstly I’d suggest you to update the device drivers by visiting the manufacturer’s website. Download and install the latest drivers for Windows 7 and check if that fixes the issue.

Refer the links below for more details on updating drivers:

Update a driver for hardware that isn't working properly
http://windows.microsoft.com/en-us/windows7/Update-a-driver-for-hardware-that-isnt-working-properly

Update drivers: recommended links
http://windows.microsoft.com/en-US/windows7/Update-drivers-recommended-links

Make sure that Norton antivirus is completely removed before installing Microsoft Security Essentials.

You may use Norton Removal Tool to make sure that Norton antivirus is completely uninstalled.

Use the search engine (Bing, Google) to download and run Norton Removal Tool.

If updating drivers does not fix the issue, I’d recommend you to put your computer in clean boot state and troubleshoot the issue.

Putting your system in clean boot state helps in identifying if any third party applications or startup items are causing the issue. If yes, you may go ahead and disable or uninstall the same.

Follow the below steps to put your computer in clean boot state:

1. Log on to the computer by using an account that has administrator rights.
2. Click Start, type msconfig.exe in the Start Search box, and then press ENTER to start the System Configuration Utility. If you are prompted for an administrator password or for confirmation, type your password, or click Continue.
3. On the General tab, click Selective Startup, and then click to clear the Load startup items check box. (The Use Original Boot.ini check box is unavailable.)
4. On the Services tab, click to select the Hide all Microsoft services check box, and then click Disable all.
5. Click OK, and then click Restart.

The above steps would put the computer in clean boot state.

Refer the link below for more details on how to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7:

How to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7
http://support.microsoft.com/kb/929135

After you’ve finished troubleshooting, follow these steps to reset the computer to start as usual:

1. Click Start, type msconfig.exe in the Start Search box, and then press ENTER. If you are prompted for an administrator password or for confirmation, type your password, or click Continue.
2. On the General tab, click the Normal Startup option, and then click OK.
3. When you are prompted to restart the computer, click Restart.

Hope this helps!

Regards,
Gokul - Microsoft Support

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Question Info

Last updated November 26, 2017 Views 0 Applies to: