Using CD/DVD Drive crashes PC Please Help - Need to Back up Pics!!

[Douglas_ben]

Hi All,

I have a Dimension 5150 Dell PC, bulk standard, nothing added or taken away!

 

I am trying to back up pics from hard drive, but now use of cd drive results in blue screen showing the following:-

 

Bad_Pool_Header

 

and then also STOP 0x00000019 (0,00000020,0x86874148,0x86874160, 0x1A03001)

 

This has happened when formatting the new CD-R before using it. (Prompt comes up auto when opening disc icon with blank cd in drive.)

 

It appears that if I leave the cd in the drive, the pc crashes again on start up. Leaving the drive empty allows the pc to seem to work perfectly.)

 

Icon appears so drive is recognised.

Was able to upload original CD's recently for MPS player without any issue around 3 weeks ago.

 

Please help! thanks very much indeed

Douglas

[maynardvdm]

Hi

 

Welcome to Extreme Tech Support - Free PC Help.

 

Check Device Manager:

• Right-Click My Computer and select Properties
  
• Click on the Hardware Tab and click on Device Manager
  
• Is there any yellow ! or red x by the CD\DVD drives?
  

[Douglas_ben]

Hi Maynard, thanks so much for the speedy response.

 

Have done as you ask, and no coloured details as far as i can see. I drilled down to the driver and right clicked properties, and it showed that "This device is working properly.

If you are having problems with this device, click Troubleshoot to start the troubleshooter."

 

So at a bit of a loss?

Thanks

Douglas

[maynardvdm]

Ok. you have just the one standard one?

 

Dimension 5150 Desktop Product Details

[Douglas_ben]

Yes Completely standard, nothing added or taken away, and only one drive.

[maynardvdm]

Ok. Can you give us the exact error message from the Blue screen. There is normally a file name also.

 

If the pc restarts to fast do this:

 

Right-Click on My Computer and select Properties

Click on the Advanced Tab

Under the heading Startup and Recovery click Settings

Untick Automatically Restart

[Douglas_ben]

All the details that are not "contact your admin.." or "if you have not seen this screen before" etc are on my original post. If It crashes I shall check again........

[maynardvdm]

Just a side note: Your computer is updated? Do you have SP3?

[Douglas_ben]

I got the attached blue screen, and then had to hard switch off pc. This time on restart got the following (2 seperate windows)

 

BCCode : 19 BCP1 : 00000020 BCP2 : 86874148 BCP3 : 86874160

BCP4 : 1A030001 OSVer : 5_1_2600 SP : 2_0 Product : 256_1

C:\DOCUME~1\Douglas\LOCALS~1\Temp\WER217a.dir00\Mini042809-03.dmp

C:\DOCUME~1\Douglas\LOCALS~1\Temp\WER217a.dir00\sysdata.xml

 

 

BCCode : 19 BCP1 : 00000020 BCP2 : 868B9C20 BCP3 : 868B9C38

BCP4 : 1A030001 OSVer : 5_1_2600 SP : 2_0 Product : 256_1

C:\DOCUME~1\Douglas\LOCALS~1\Temp\WER7009.dir00\Mini042809-04.dmp

C:\DOCUME~1\Douglas\LOCALS~1\Temp\WER7009.dir00\sysdata.xml

 

I tried to follow the directory to get full report, but did not seem to exist?? Perhaps looking in the wrong place.

 

I also took a pic of the blue screen, but image to large to be able to post??

 

But basically gives the above info but without the file names.

 

Finally what is SP 3 Please??

Thanks Douglas

[maynardvdm]

SP3 is the latest Service Pack (SP) for Windows XP. We will look at those errors.

[Douglas_ben]

Having just checked I am on SP 2 and am trying to update now. I also still have that pic if you wish for me to mail?

 

Thanks very much for sticking with me and helping out!!

Thanks

Douglas

[maynardvdm]

Hi

 

1. Open My Computer.
   
2. Go to Tools > Folder Options.
   
3. Select the View tab.
   
4. Scroll down to Hidden files and folders.
   
5. Select Show hidden files and folders.
   
6. Uncheck (untick) Hide extensions of known file types.
   
7. Uncheck (untick) Hide protected operating system files (Recommended).
   
8. Click Yes when prompted.
   
9. Click OK.
   
10. Close My Computer.
    

Can you see the files now?

[Douglas_ben]

seems like not, this is the path i am looking in, is it the right place? Obviously the WER is different as cant find the ones listed in previous post- just to identify if correct path...

C:\Documents and Settings\Douglas\Local Settings\Temp\WER793a.dir00

[maynardvdm]

Ok

 

Go here:

 

C:\Windows\Minidump\ and attach the last two files here. Zip them if you can.

 

Should be something like this Mini042809-01.dmp <- mini dump file dated 28 April 2009

[Douglas_ben]

Sorry dont seem to have zip option, but am attaching the files.....

[Douglas_ben]

Tried but states invalid file on the forum upload tool......

 

might have sorted zip........sorry for being too noob..

Please let me know if recieved ok, thanks again for all of your help

Regards

Douglas

Minidump.zip

[maynardvdm]

Thank you. do you have Norton antivirus installed? If yes what version?

[Douglas_ben]

Ok Yes I have Norton.

I have the protection centre, (cant find the version)

and then running Norton antivirus, that has been updated on-line for a number of years.

 

The version shows to be 16-5-0-134.

[maynardvdm]

I tell you why i asked. Those two files both pointed to SRTSP.sys as the cause to the crashes, which is related to Symantec products.

 

Ok lets try this first. You can upgrade Norton to the latest version for Free if you have a valid licence key.

 

Go here: Norton Update Center – Page 2 Update

 

After that:

 

Go to Device Manager and right-click on the CD drive and select Uninstall and then reboot your computer. Windows should then re-install the drivers.

 

If it still occurs after this we can try and find more solutions.

[Douglas_ben]

norton is asking me to uninstall - and asking why as have 300 odd days subscription remaining? is this correct?

[Douglas_ben]

364 days, as have only just re-subscribed, also where would i find the key as around 3 years since used it??

 

Thanks again

[Goku]

364 days, as have only just re-subscribed, also where would i find the key as around 3 years since used it??

Hello Douglas. The instructions to do that can be found here. Hope that helps. :)

 

-- Goku

[Douglas_ben]

Thanks Goku, so should I uninstall the antivrus that I have just signed up to? I just want to clarify that I am taking the correct action as maynard suggests?

 

Thanks

[Goku]

Well, I think Maynard simply suggests that you upgrade to the latest version of Norton and see if that resolves the conflict or not. The instructions to do so may be obtained from here.

 

You don't necessarily have to uninstall your current protection. So, upgrade the product and uninstall the drivers and see if it makes things any better or not.

 

Good Luck. :)

 

-- Goku

[Douglas_ben]

The issue and my question is regarding the Norton Upgrade.

I have followed the links, downloaded the free update. and then run the install.

Nortons install process now only comes up with one window (I quitted to ask you guys the question) that states:-

 

Norton Custom Unistall

 

Or Norton Complete uninstall.

 

Either option then highlights that i have 364 days remaining and am I sure I wish to unistall. Therefore i am at the point where norton is not updated as yet, as I am not sure how to continue.

 

Thanks again