Massive Dell Laptop Crashes - BSOD. Please help.

By pdxnerdy ·
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


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.

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All Answers

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by Jacky Howe In reply to Massive Dell Laptop Crash ...
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Yes, the wireless driver was updated...

by pdxnerdy In reply to Have

We updated Wireless Network adapter card driver. It is not Linksys, but Broadcom. Apparently, drivers found in Dell website are not updated so we got the new drivers from Broadcom website.

Our problem is solved -- Thank you all for reading...

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Your welcome <NT>

by Jacky Howe In reply to Yes, the wireless driver ...
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5 steps

by Axsh In reply to Massive Dell Laptop Crash ...

The five steps you noted seemed pretty thorough, the question is did they work?

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So far...

by pdxnerdy In reply to 5 steps

No crashes had occurred after we did the 5 steps last Friday... as I observed, these crashes happen on Thursdays and Fridays (for two weeks now).

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A question

by zlitocook In reply to Massive Dell Laptop Crash ...

Did you try formating one of these laptops and reinstalling? Just to see if some thing loaded on it is causing the blue screen?
I would load the newest drivers and nothing else and see what happens.
Where do you put these laptops in AD and what are the profiles loaded for them? Do you restrict updates and how do you let new programs install?

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by Jacky Howe In reply to A question

my suggestion to update the network drivers has solved the problem. I just provided the wrong link. :)

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