Previous 1 2 Next 20 Replies Latest reply: Jul 16, 2008 12:43 PM by Nathan C
o2product Level 1 Level 1 (0 points)
After years of working properly (and installing updates etc.) as of last week my PC began turning off immediately when I either closed itunes, or synced my ipod or iphone. Then when I turn on the computer it says "windows has recovered from a serious error".

This is a huge (and extremely annoying) problem and I would appreciate any help that I can get as I need to sync my iphone (and would like to be able to use Itunes as well).

Thanks

Windows XP
  • b noir Level 9 Level 9 (72,020 points)
    +as of last week my PC began turning off immediately when I either closed itunes, or synced my ipod or iphone+

    Are you getting any sort of blue screen just prior to the PC shutting down? If so, what numerical and text codes are you getting with it? (ie 0x\[zeros/letters/numbers] CAPSANDUNDERSCORES)

    If the blue screen mentions a specific file (for example, “ati3duag.dll”), let us know what that is called too. (Exact spelling, please.)

    Here's a reference on the sorts of things i'm asking about:

    Troubleshooting Windows Stop Messages

    If you're not seeing a blue screen (or if you’re just seeing a flash of a blue screen before the PC reboots), we can use the following technique to make hidden blue screens appear for us:

    1) Open your system control panel (Start->Control Panels->System).

    2) Select the "Advanced" tab.

    3) Click the "Startup and Recover" section's "Settings" button

    4) Verify that under "System Failure" the "Automatically restart" checkbox is not checked.

    With those settings in place, does a blue screen appear before the PC reboots?
  • o2product Level 1 Level 1 (0 points)
    I closed itunes and it restarted without a blue screen but when windows restarted it gave me details on the serious error:

    BCCode: 1000008e BCP1: C000001D BCP2: E1A1C9AC BCP3: B62C1BA4
    BCP4: 00000000 OSVer: 512600 SP:2_0 Product: 256_1

    Then I turned off automatic restart and saw a blue screen after closing itunes for a second time. It stated some things like updating bios but the error reported was:

    STOP: 0x0000008E (0xC000001D, 0xE19C68FC, 0xB628EBA4, 0x00000000)



    Hopefully you can make something of those errors, and I appreciate the help.
  • b noir Level 9 Level 9 (72,020 points)
    +STOP: 0x0000008E+

    Hmmmm. The 0x8E can cover a multitude of sins. So we'd better try interrogating some minidumps of the crashes to see if they throw up the name of the driver or components that are causing the crash. (That's often half the battle with one of these.)

    First, we'd better check to see if your PC has been capturing any minidumps of the crashes. (Fingers crossed, your PC will have been set up to do that by default.)

    Open My Computer, and see if you can find a directory called C:\Windows\Minidump. (That's where minidumps usually go on a PC, so long as the Systemroot hasn't been set to some other folder.)

    If it's been collecting minidumps, there should be files in there with names like "Mini(number-numbers).dmp"

    (If you have "Hide filename extensions for known file types" enabled on the PC, the ".dmp" extension may not appear on the dump files. The numbers in the file name will be different for each minidump, if minidumps are present.)

    Are there any minidumps about on the PC?
  • o2product Level 1 Level 1 (0 points)
    I located a few minidump files, what should I do for the next step?

    Thanks
  • b noir Level 9 Level 9 (72,020 points)
    Let's go digging.

    1. Download and install the Windows debugging tools from here:
    http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx

    2. Go to Start, All Programs, Debugging Tools For Windows, Windbg
    Once you open Windbg, you will presented with a blank screen.

    3. Click on "File > Symbol File Path". Here you will enter the symbols
    path. Symbols are needed to effectively debug.

    The path will be:
    SRVc:symbolshttp://msdl.microsoft.com/download/symbols

    4. Enter in this path and click OK. Now, go to "File > Save Workspace"
    so that your symbols path is saved for future use.

    5. Go to "File > Open Crash Dump" and load the file.

    (An "Open Crash Dump" screen will appear ... doubleclick "My Computer", doubleclick "Local Disk", doubleclick "Windows", doubleclick "Minidump", and doubleclick on one of the minidumps in there.)

    You will/should get a message to save base workspace information. Choose no.

    Now you will get a debugging screen. It takes a little bit to run it,
    as the symbols have to be downloaded as they are needed.

    After the "bugcheck analysis" part of the screen comes up, look for the component that seems to be causing the crash. (It'll say "Probably caused by" ...)

    Let us know the precise name of the component. (Include any file name extensions like .dll or .sys.)

    If you can, have a look at several of your minidumps for iTunes-closure-related-crashes (fingers crossed, the date-and-time-created for the minidump files might be able to allow you to identify the ones associated with iTunes). Are all the crashes being caused by the same component? If not, could you let us know the names of the various components being cited in the various crash dumps?
  • o2product Level 1 Level 1 (0 points)
    alrighty, I think we're making some good headway. I ran the debugger as you said on all the minidumps since the problem started ocurring and they all report the same error:

    ati3d2ag.dll ( ati3d2ag+17a0c )


    I'm ready for the next step to getting my itunes back. Thanks again
  • b noir Level 9 Level 9 (72,020 points)
    ati3d2ag.dll

    Good, we're narrowing in. That's associated with your video card drivers. (You've got an ATI Radeon card of some description?)

    If you've got a name-brand PC, and that video card came with the PC when you got it, head to your PC manufacturer's website and make sure you've got the latest updates for the video drivers for your particular model.

    If the video card is something you added to the PC yourself later on, or if you've got a home/custom-built PC, try getting updates for your model from the Video Card manufacturers website. The following document may be off some assistance with that:

    Updating the drivers on your Windows PC

    If updating the drivers doesn't help, I've seen some people get relief from a crash associated with ATI Radeon drivers by reinstalling thir video drivers.

    If you get no relief from the blue screen crashes with any of thse measures, post back and let us know the make and model of your PC (and if you've got a 32-bit or 64-bit version of Windows XP), and we can try to see if we can find other possible resolutions. (For example, some Toshiba PC models recommend a BIOS upgrade in cases of blue screen crashes citing that ati3d2ag.dll component.)
  • o2product Level 1 Level 1 (0 points)
    I updated the drivers and then downloaded the latest ATI software... and everything seems to be running smoothly again.

    Much thanks!
  • RAPG80247 Level 1 Level 1 (0 points)
    Hey i have the same problem every time i connect my iPhone to my computer using the USB cable my computer shotsdown and restarts. So i run the debugger on the 5 minidumps i have in my computer and the first minidump on the list reported:
    Lvckap.sys(Lvckap+f636) and the other 4 minidumps reported:
    lvusbsta.sys(lvusbsta+4177) What do u think is the problem?
  • b noir Level 9 Level 9 (72,020 points)
    Lvckap.sys
    lvusbsta.sys

    Both those driver are associated with Logitech QuickCam software, so I think it's a fair bet that you've got some variation of the issue discussed in the following troubleshooting document:

    What to do when Windows XP or Vista computer displays a blue screen error message when syncing the iPhone

    ... and updating your drivers for the QuickCam (or WebCam) would be the first place to start.
  • RAPG80247 Level 1 Level 1 (0 points)
    Hey i updated my Logitech QuickCam Sofware and my computer still shotsdown and restarts when i connect my iPhone to my computer i get "the system has recovered from a serious error" message, so i chek 4 details on the message and i got: BCCode:1000007e BCP1:C0000005 BCP2:00000000 BCP3:F7A9C7C8
    BCP4:F7A9C4C4 OSVer:512600 SP:2_0 Product:256_1
    i also unchek the automatically restart on my computer so i'll get the blue screen and i got: STOP: 0x0000007E (0xc0000005,0x00000000,0xF7A887C8,0xF7A884C4)
    So what should i do next? Thanks!
  • b noir Level 9 Level 9 (72,020 points)
    When you run WinDbg and check the minidumps created by the latest crashes (the ones you've gotten after updating the drivers), what component does Windbg say say is causing those crashes?
  • RAPG80247 Level 1 Level 1 (0 points)
    ok i got 3 more minidumps after the lates crashes after updating drivers n i run the debugger and i got for all 3 of them: lvusbsta.sys(lvusbsta+4177) i guess i still need to updated a driver right? wich driver is it? Thanks!
  • Nathan C Level 5 Level 5 (6,260 points)
    RAPG80247,

    I believe the current version for most of the Logitech WebCams is 11.5 which was released on 10/29/2007 for XP and Vista.

    This link, if it works correctly should take you to a screen tho choose which camera you have.
    http://www.logitech.com/index.cfm/support_downloads/downloads/&cl=us,en?selected crid=405&selectedcid=2989

    Hope this helps,

    Nathan C.
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