Question about Microsoft Windows Vista Ultimate Edition

1 Answer

Problem after installing or updating software

I have a Dell XPS 1330 that has shown these symptoms since I bought it a few days ago whenever I install or update software that requires a reboot.

After restart, I get a message an error message that gives me the option to start properly or in Vista's version of Safe Mode. It won't restart properly. Safe mode churns for a couple of minutes and I get a screen that offers the option of going back to a restore point or canceling.

If I cancel, I get more churning and then a message that the problem can't be fixed. After I finish the "send to Microsoft" click, the PC reboots and starts normally.

The error message available from the last screen is:

Problem signature:
Problem event name StartupRepairV2
Problem Signature 01 AutoFailover
Problem Signature 02 6.0.6000.16386.6.0.6000.16386
Problem Signature 03 3
Problem Signature 04 65537
Problem Signature 05 unknown
Problem Signature 06 BadPatch
Problem Signature 07 0
Problem Signature 08 3
Problem Signature 09 WrpRepair
Problem Signature 10 2
OS Version 6.0.6000.2.0.0.256.1
Locale ID 1033

Any thoughts on fixing the problem would be appreciated.

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  • DonB7 Apr 29, 2008

    Erik,

    Thanks for responding. In order:

    1) What applications have you installed recently?

    The problem showed up the first time that I installed software that required a reboot.

    2) Have you installed any security software recently?

    That first program was the Eset security suite. It hasn't created problems on other machines, but this is my first Vista box.

    3) What kind of updates have been applied recently?

    All Windows and some drivers. Eset came first.

    4) How long have you owned the system?

    Last Thursday

    5) How old is the system?

    New

    6) Have you performed any Dell hardware diagnostics? (hard drive, memory, etc)

    I ran the full set of Dell diagnostics in their software help program.

    Hope this information helps direct you.

    Don

  • DonB7 Apr 30, 2008

    To add to the description, the problem only happens on a Restart. It doesn't if I shut down and then start the PC again.

  • DonB7 May 01, 2008

    Erik,

    Thanks for your research. I'll uninstall Eset and see what happens. The system did not come with any other protection software, so I won't have to worry about that complication.

    Unfortunately, an exchange is a problem. I bought the laptop on a Best Buy clearance after my old one died when I was traveling on business. Nobody around home has any more.

    If removing Eset doesn't do the trick, maybe the SP1 installation will help when the auto update for this model shows up.

    Don

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Hi DonB7,

Operating system problems can happen in a wide variety of circumstances. Anything from a software bug to hardware failure may be causing the system failures you're encountering. I'd like to help but I'll need to ask some basic questions before I can perform any in-depth research.

Just as a note, before I ask my questions, I'd strongly recommend discussing this problem directly with the retail location that you have purchased the system from. There is a chance that the system's hardware itself has problems and if your return period is short - some retailers have return/exchange periods as short as 7-14 days - you may not have much time available for getting the system evaluated and replaced if necessary.

1) What applications have you installed recently?
2) Have you installed any security software recently?
3) What kind of updates have been applied recently?
4) How long have you owned the system?
5) How old is the system?
6) Have you performed any Dell hardware diagnostics? (hard drive, memory, etc)

With answers to these basic questions I should be able to do some research and, at the very least, provide some ideas. These questions may lead to more questions but if they do I hope we can find a solution. As I mentioned above, if the system is covered by a return/exchange policy with your retailer I would strongly recommend working with them ASAP as these return/exchange policies generally do not give much leeway on time.

Thanks!
Geek Squad Agent Erik

Posted on Apr 29, 2008

  • Erik Hess
    Erik Hess May 01, 2008

    Hi DonB7,

    Thanks for getting back to me with answers to those questions! I'll see what I can do to help out, I'm doing some research today and I'll get back to you as soon as possible.

    Thanks,
    Geek Squad Agent Erik

  • Erik Hess
    Erik Hess May 01, 2008

    Hi DonB7,

    Unfortunately my research didn't turn up many results based on the situation and setup that you're describing. Typically while repairing consumer systems I've found that third-party protection software, especially software that loads kernel-level drivers, can be a common cause of problems on Vista. Internet security suite software is usually very complex and any minor conflicts with other applications, settings issues, or bugs in the software can cause untold numbers of strange one-off problems like the one you've described.

    If you can boot into safe mode or normal mode I'd recommend temporarily removing the Eset security suite using the Programs control panel. This alone may resolve the problem.

    If removing Eset's software temporarily does the trick, before reinstalling it I'd recommend removing any other security software on the system as well. I know that Dell systems typically come pre-loaded with either McAfee or Trend Micro security software. The McAfee Consumer Product Removal Tool (known as MCPR), the Trend Micro Internet Security Support Tool (known as TISSUPRT), and the Symantec Norton Removal Tool (known as SymNRT) are useful in assuring that any traces of old protection software are full eradicated. Tools like these should be run prior to reinstalling new software such as Eset's security suites as remnants of other packages can cause serious problems with the operating system.

    If you can't boot into Windows Safe Mode or Normal Mode things may be a bit more dicey and will most certainly get more complicated. It may be
    possible to boot the system from the Windows Vista disc provided by
    Dell to perform a Windows System Restore which will restore the computer's
    low-level settings and files to an earlier date's state. If this Windows System Restore process fails there may be other options, up to and including a re installation of Windows Vista and the system's drivers from the Dell discs.

    If you continue to have problems I'd again recommend talking to the retailer that you purchased the system from to perform an exchange, assuming that it is covered by a return/exchange policy. Dell's diagnostic utilities should theoretically give an accurate representation of the system's health but based on the symptoms you've described I still think the likelihood of hardware failure is substantial. These problems don't seem consistent with typical operating system failures I've seen in consumer systems, which is why I'm suspicious of the hardware itself.

    I hope this helps!

    Thanks,
    Geek Squad Agent Erik

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