Serious Computer Error - not sure what to do

13 years ago

I ran Secunia and was updating programs. I updated flash player, avast antivirus and some others - including Windows Updates (without the dot net updates). I believe I had just finished the Windows updates and pressed restart. While my computer was working on these, I went off to work on my daughter's computer. Then I noticed that a scary warning came up - against a staticy grey background - just typed letters. It said this is a serious error - if this is the first time this error message has occurred, simply restart the computer. (I do think this happened once before - but months ago, so I treated it as though it was a first occurrence.) I was unable to do alt-cont-delete. I had to hold the power button down for quite a while until it shut off.

Now I've come back to turn it on, and this is the message I got:

Troubleshoot a problem with a device driver

You received this message because a device driver installed on your computer caused Windows to stop unexpectedly. This type of error is referred to as a "stop error." A stop error requires you to restart your computer.

Steps to address this problem

Use Windows Update to check for updated drivers

Click to go online to the Windows Update websiteClick to go online to the Windows Update website

Click Custom to check for available updates.

In the left pane, under Select by Type, click Hardware, Optional. Select the updates for a device driver, click Review and install updates, and then click Install Updates.

Note

We recommend that you install all High-Priority updates. These updates improve your computer's security and stability.

Steps to work around this problem

Warning

These steps are designed to address a particular problem but might do so by temporarily disabling or removing some functionality on your computer.

If this problem occurred after you installed a new hardware device on your computer, the problem might be caused by the device driver. Go online to learn how to use the Dell Driver Reset Tool or uninstall the driver.

How do I disable or uninstall a device driver?

Click Start, and then click Control Panel. If you are using Classic View, click Switch to Category View.
Click Performance and Maintenance, and then click System.
Click the Hardware tab, and then click Device Manager.
Click the plus sign (+) next to the faulting device. You should now see the device listed.
Right-click the device, and then click Disable or Uninstall.

*

If this problem occurred after you installed new software, the software might have installed a driver that caused the problem. Try uninstalling the software.

How do I uninstall a program?

Click Start, click Control Panel, and then click Add or Remove Programs.

Click Change or Remove Programs, click the program you want to remove, and then click Change/Remove or Remove.

Note

If the program that you want to uninstall isn't listed, it might not have been created for your version of Windows. To uninstall the program, check the information that came with the program or contact the manufacturer for more information.

If you don't know the specific driver or software, go online to learn more about performing a System Restore.

-----------------------------------------------------

I did not install new hardware. I did update programs. I am not sure which caused this problem, but the last ones to update were Windows. Should I really do a system restore to the point before all my updating? Or is there an easier way to find the culprit and fix this.

I updated and ran Avast Antivirus (which did suggest I remove some rootkit thing. Could that have been the problem?). Otherwise if found no infected files. I was going to update and run antivirus and antispyware in preparation for downloading SP3. I haven't done SP3 yet. Still SP2.

Thanks.

Lynn.

PS - I noticed on another thread about speeding up a computer, that someone suggested error check. Should I run that?

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Comments (8)

genes
13 years ago
last modified: 9 years ago
Personally, I would restore to a point where this problem didnt exist. Then, when doing updates, only do a couple at a time (by "custom" method) This allows you to more readily identify any update culprit causing problems. Its far easier to go thru 2 or 3 updates than say 10. Reboot after each series or updates..it may take a bit longer but will lessen the chance of this happening again.
azinoh
13 years ago
last modified: 9 years ago
If you have a rootkit, then all bets are off. Are you sure Avast removed it? Did you run a repeat scan? You need make sure the rootkit is gone before attempting anything else. Don't do anything with this machine that involves using a secure password (online banking-shopping with a credit card, etc) until you are certain. If you already have, monitor your accounts closely for fraudulent transactions and report them immediately if they occur.
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used2bsane
13 years ago
last modified: 9 years ago
Check your device manager to see if any drivers are coming up with a yellow question mark or an exclamation mark. I'm not sure of your computer knowledge level so don't feel insulted if I suggest something you already tried.

To get to the device manager right click on My Computer and select Manage and then go down to Device Manager in the next box. If any of them have a mark next to them and you don't have the drivers to reinstall them you can try to roll back the driver which reinstalls the last drivers you had for that device. To roll back the driver, on the device manager box right click the problematic device and select properties. Then click on the drivers tab and select roll back driver.

If this doesn't work you can post your hardware IDs here and I will help you find the correct driver. To see the hardware ID's click on the details tab and in the drop down box select hardware IDs. Copy and paste the 3 or 4 IDs and let me know what version of Windows you are running and I will try to find the correct drivers for you.

This problem has happened to me before where a system update grabs a newer driver for a device that isn't fully compatible with the operating system I am running. usually reinstalling the driver works. This will save you from doing a system restore and having to update all your software again.
ravencajun Zone 8b TX
13 years ago
last modified: 9 years ago
ABSOLUTELY make sure the rootkit is off that machine!! I can not emphasize enough how important it is to clean that machine. See if you can run malwarebytes after you update it in full scan mode.
Rootkits are extremely dangerous and are deeply hidden in the system and are hard to remove.

Do not under any circumstance try to put sp3 on it at this time.

I personally would suggest you go now to LzD and ask for assistance on how to proceed and get help to make sure your pc is free of infection.
Analysis and Malware Removal

I would not trust any antivirus program to have fully removed a rootkit.
lynnalexandra
Original Author
13 years ago
last modified: 9 years ago
Wow. So glad I posted. I didn't even realize the rootkit thing was a big issue (and I'm not sure that's what I saw). Avast was scanning - and it didn't even come up with the usual alarming "found something" screen. It just seemed to pause and said this had to be stopped/removed first. It never even showed up as an infected file.

So it seems I have to deal with this rootkit issue first - before the possible device driver issue - or system restore. Is it possible that this rootkit issue is the only one going on?

Thank you for the caution about not using my password. I didn't do any online purchases. The only password I would have entered was for my gmail account. Luckily I don't use that password for my commerce, banking, etc accounts.

So I want to be sure the order of things:

update and run malwarebytes first?
then do the LzD removal? I'm not sure if that's an online scan program - or is there actually a company I will be asking assistance from?

Don't know if this is related. Earlier today when I was using the computer (my main PC) do look at emails, it logged me out and said my gmail was locked and would be inactive due to too much activity (from pop accounts) - or browser compatibility issues (I have Firefox and have had some gmail/Firefox issues from time to time). As it happens, I can still access my gmail account from my laptop. I didn't try again from my PC - and itseems that I shouldn't for now. Now I had also used my gmail from my laptop, my daughter's pc and my smartphone - all just today. I assumed that's why I got logged off. But could this be a result of my gmail account getting hijacked (or whatever it would be?).

Thanks everyone for your timely responses. I didn't realize it was quite this serious when I first posted - just that my PC said it was serious.

Lynn.

PS - used2bsane - I am not that knowledgeable so your instructions above were great and much needed. It seems that I have to address the rootkit issue first, however. I'll be posting back with my progress.
lynnalexandra
Original Author
13 years ago
last modified: 9 years ago
one other thought. When I was trying to update Java, it said it couldn't be updated bc. some plugin was disabled. So I enabled it (I don't remember why I once disabled it). It is the Java deployment toolkit 6.0.150.3. Oh, heck - now I think it was on my laptop and not the PC that I did this.

It's a different issue - but is that toolkit okay? It seemed as thought it was the only way to update java on my laptop?

Thanks. Back to looking at the PC issues.
Lynn
lynnalexandra
Original Author
13 years ago
last modified: 9 years ago
I registered with LzD and followed Corinne's instructions for posting a problem and running the various rootrepeal and rsit programs. I will await their instructions and won't do anything further on this computer until then.

Thanks.
Lynn.
ravencajun Zone 8b TX
13 years ago
last modified: 9 years ago
excellent Lynn! I will watch your progress at LzD. The team there is from all over the world and many are working on the various problems behind the scenes so just be patient and continue to follow only the directions you are given there now please so there are no conflicting directions.

the rootkit may be what is causing all of the problems so getting that taken care of may fix your other problems.

Thanks for putting the GW link on your post I was just about to go do that and you had already taken care of it.

Serious Computer Error - not sure what to do

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