Recently we have a massive Dell Laptop crashes in our network, the BSOD message was a BAD_HEADER_POOL.
Bad_Pool_Header Stop: 0x00000019 (0x00000020,0x85000788,0x85C0C898,0x0A220003) starting February 27th and culminating on Feb 29th.
Dell laptop models that crashed were Latitude D600, D610, X300, Precision M60. All other types like D410, D420 did not experience although they have the configurations. Based on that, our first move was to update Dell Drivers, but systems were still crashing after the updates.
When we examined the System and Application events, found out that Symantec AntiVirus was running before each and every crash. We looked at other areas like the Wireless connection having conflict with Ethernet.
Steps taken:
1) Removed Windows defender
2) Uninstalled and used NoNav Tool on several systems then reinstall Symantec AV 10.1.7
3) Ran MS Memory Test for 20 cycles on several systems
4) Defragged systems and ran SAV under safemode
5) Contact Microsoft and opened paid for support case.
At this point we collected 2 memory dumps and sent them to MS for analysis along with using the system report tool to find more information. They identified some inconsistencies with our drivers initially and we more thoroughly went through and verified each driver on the systems to be current with Dells offerings.
MS has collected our memory dumps from 2 computers. There initial analysis of that data is the following
BCMWLS.SYS
is suspected as suffering from the page fault. Cause not initially know but strongly suggest obtaining a new driver.
Still waiting for further word from Dell, Microsoft and symantec… if this is something familiar to you we could really use any ideas here… thanks in advance.
