9200 Datasafe / Ghost blue screen

Desktop

Desktop
Desktop computer Forums (Audio, General Hardware, Video)

9200 Datasafe / Ghost blue screen

  • I have a new Dim. 9200 (raid1, datasafe, Ghost) less than 1 month old. I never touched the raid settings. I have the complimentary symantec anti-virus, firewall, etc. running. I have Ghost taking an image once a day. I went to restore the previous day's image from Ghost. It started restoring and mentioned something about needing to reboot because it couldn't finish while in Windows. The 9200 posts fine and starts the booting sequence, however, the picket fence bar graph that comes up along the bottom of the screen that usually says "starting windows" (or something like that) now says "Starting Symantec / Dell Recovery Environment". Instead of the Windows splash screen coming up, I get a blue screen which says
     (paraphrased):
    A problem has been detected.........
     
    If this is the first time you've seen this Stop error screen.....
     
    Check for viruses on your computer.....
     
    Technical information
    (exact):
    *** STOP: 0x0000007B (0xF789EA98, 0xC0000034, 0x00000000, 0x00000000)
     
    I don't believe there were any viruses on the computer and Norton's realtime protection was always active. My assumption is that Ghost changed BOOT.INI to boot from somewhere other than windows and everytime I reboot I get the same blue screen. This is the first time I have tried to restore.
     
    Any help is appreciated.........
  • Sorry to say it, but you are doing a clean reinstall.
     
    Datasafe & PC Restore don't seem to work well together.

    Donald Kempf

    Inspiron E1505 /XPS 10 Windows 8

    Dimension 8400 Windows XP/Vista/8

    #IWork4Dell

  • to fix this just go into the bios and under the hard drive section change the Raid setting from ON to Automatic so that it can do the restore. When it is complete change the bios setting back and you will be fine.
     

    Alienware Aurora R4: i7-3820, 8GB, 10TB of HDD, AMD/ATI Radeon HD 7800, Samsung 27" monitor

    XPS 730x: i7 920,   Replaced with an Alienware Aurora R4

    XPS 410: Core 2 Quad 2.4GHz (Q6600) , 6GB, EVGA 8800GTS 640MB,
    Single TV Tuner , X-Fi Xtreme Music, Logitec X530 Speakers

    Latitude 10 Tablet

    Inspiron 1720: T7500, 4GB, 120GBx5400, 120GBx7200, 8600GT, DVD+/-RW, Bluetooth,
    Windows 8.1

  • Thank you for the promising response. I changed the setting in Drives/SATAOperation from "RAID On" to "RAID Autodetect / ATA" and saved. It rebooted, the Dell recovery environment started as before, but I still got the blue screen.
     
    This morning, before I saw your post,  I tried booting with the Ghost 10 disk I had from DELL, but it gave the same result. I ripped an ISO image of the Ghost disk, downloaded the raid drivers from DELL and compared them to the Ghost 10 disk. The Ghost 10 disk did not have any entries in there for the ICH8R (I think that's the RAID chip the 9200 has in it), so I replaced the two INF and one SYS files on the disk with the DELL ones and made a new disk, hoping that might help. I don't know if I missed anything, but it didn't work either - same result.
     
  • I have/had the exact same problem. I still don't know what the solution is but Norton Ghost does not seem to be able to access the drives through the RAID controller. I, like you, tried to restore from a Norton Ghost image and got the same blue screen of death with the same error message. Booting from the CD gave the same result. The Dell technicians were not helpful and after hanging on the phone for hours and trying all the steps recommended by Dell I wound up rebuilding the entire system. Because of that experience I am now not using the mirror RAID system - I have my two drives setup as independent drives and have used Norton Ghost to build an exact, bootable image of my main drive on the second drive.

    Now that I have a useable system again I have been playing around with Norton Ghost to try and isolate the problem. The Norton Ghost disk will still not boot - the computer on restart gives the same error message "0×0000007B ". I also note that in trying to validate drivers I get the message that the "Intel ICH8R/DO/DH SATA RAID Controller" driver is not on the Symantec Recovery Disk. I suspect that these are related problems and that the Norton Ghost tool cannot access the drives. This seems to me an extremely serious issue for a system that is packaged together as safe and secure. I have obviously not again tried to do a system restore from Ghost in Windows XP as I don't know if I would lose everything again.

    I am trying to get help from Dell but their techs seem clueless. I have also sent some emails to Norton on this but have not yet gotten back helpful responses.

    One possible avenue of attack for you is that I notice when the Norton disk boots there is an option to install drivers that are not on the disk by pressing F6. I suspect that what is needed is a driver for the RAID controller. I don't have a floppy drive so I was not able to get Norton Ghost to use any additional drivers. If you have a floppy you might be able to download a driver for the RAID controller to the floppy.

    Andrew

    Message Edited by chalnick on 12-30-200604:45 PM

  • I tried to get around Ghost driver issue by replacing the Intel driver and remaking the disc with the new one I downloaded from DELL that did have support for the ICH8R. I don't have a floppy either - I opted for the memory card bay.
     
    Did you go down the path of trying to repair/add the Master Boot Record or BOOT.INI?

    If anyone reading this post has actually been able to successfully restore their datasafe Ghost backup and also has the factory raid setup running, I would like to hear from you.

    Message Edited by allyn22 on 12-30-200608:11 PM

  • i tried to rebuild the RAID controller by deleting it - that just cost me permanent access to my drives. I didn't try editing the MBR or boot.ini.
  • Hello, I remembered that I had a USB floppy drive that I got with my D600 (thank God I bought that). I downloaded the latest version of the intel storage manager drivers (6.2.0.2002) floppy configuration utility (F6FLPY32.zip) for my 965 express chipset which will make a floppy with the drivers on it. I verified that USB floppy was configured in the BIOS. I booted from the original Ghost 10 disk and hit F6 when it asked if installing any new drivers. I installed the two ICH8R labeled selections when the selection window came up since I wasn't sure which one was needed. I should mention that my RAID selection in the BIOS was set to RAID Autodetect / ATA. I don't know if it matters, but.....
     
    When Ghost comes up, I select "Recover My Computer" which brings me to a window which allows me to pick restore points by date, I select 12/28/2006 which was the day before the blue screen. After I thought I picked the restore point the next screen that comes up asks which recovery point do I want to restore (I thought I just picked it from the last screen). There are no selections available when the screen comes up, but if you hit the add button and go to D:\Backup you can pick one. I think this is the same list you get in the other window, but it is presented differently (file name only) if you hover over each file name, the date of each file appears. If I pick that I get an error that it is already loaded, but I can't leave that screen without picking one, unless I cancel which takes me back to the beginning.
     
    Update to this post:
    I figured it out and feel like a dummy for not seeing it sooner. In my haste to go down the ghost disc path to boot with, I didn't realize that when just booting the machine, the Dell Recovery Environment is trying to start up. While the progress bar is moving across the screen, a message to hit F6 to install any drivers comes up. I must have missed it or forgotten about it, so I used the updated raid driver floppy I made from the Intel download and the system recovered without me even needing to press a key. After restoring the restore point the system rebooted and XP came up as usual.
     
    Boy am I glad I resisted the urge to mess with anything before I realized this. I am also glad that I didn't pay the $99 to Dell. The first time I called, I was told I had a virus because of the 7B stop code and that it wasn't Dell's fault. After I got past that and called them back I was told that there is no software help even with software that Dell installs and I would have to pay $99 before I could even talk to a software specialist. The hardware person I talked to mentioned that he thought there was a 30 day complementary software period on delivery, but the hardware person said there was no warranty at all. I own two Dell servers, an Optiplex, a Latitude and this 9200. This is the first time I got treatment like this. Never again! All over a RAID driver that came with the machine. FYI The RAID version that came from Dell is 6.0.1.1002.

    Message Edited by allyn22 on 12-31-200606:50 PM

  • Good for you! Its great that you didn't wind up losing any data (or valuable time rebuilding!).

    I guess I'll need to get a floppy drive if I'm going to try and use Ghost again - or wait for Norton to send me a CD with the right drivers. I've sent messages to Norton and hopefully Norton will also produce an update for Ghost with the drivers (and a new CD with the drivers!).

    It would seem to me that Dell and Norton will soon be flooded with this issue since the problem is intrinsic to the datasafe system.
  • I did find a way to fix windows so that you can change the Raid setting to Auto/ATA without reinstalling windows. So if you are not using Raid you may want to read this. LINK

    Alienware Aurora R4: i7-3820, 8GB, 10TB of HDD, AMD/ATI Radeon HD 7800, Samsung 27" monitor

    XPS 730x: i7 920,   Replaced with an Alienware Aurora R4

    XPS 410: Core 2 Quad 2.4GHz (Q6600) , 6GB, EVGA 8800GTS 640MB,
    Single TV Tuner , X-Fi Xtreme Music, Logitec X530 Speakers

    Latitude 10 Tablet

    Inspiron 1720: T7500, 4GB, 120GBx5400, 120GBx7200, 8600GT, DVD+/-RW, Bluetooth,
    Windows 8.1

  • Great advice. I followed the links and now can change the BIOS setting to Auto Detect without the blue screen. Awesome. Thanx so much.
  • I have a XPS 410 with the same problem. I spent many hours over many days with Dell techs. Finally one of them came up with the following solution:
     
    raid restoration procedure
     
    1.  While booting the system, press "Cntl +I" when prompted, to go to the Raid Bios.
    2.  Press the down arrow to highlight "Delete Raid Volume" and press "Enter".
    3.  Press "Y" to accept the Deletion.
    4.  Press "ESC" and then press "Y" to accept Exit.
    5.  Power the system down.
    6.  Power back on, press "F2" to go to the Setup.
    7.  Go to "Drives" -> "SATA Operation" and press "Enter".
    8.  Use the "left or right arrow key" to select "RAID Autodetect / ATA" and press "Enter".
    9.  Use the "right arrow key" then press "Enter" to accept the change.
    10. Press "Esc", Select "Save/Exit", and press "Enter" to save the changes.
    11. Press "Ctrl+F11" and select the proper option or Boot to the Ghost 10 Disk.
    12. After finishing the image restore, the system will reboot, press "F2" to go to the Setup.
         (If missed it will go to a 7B error, but simply turn off the system and power back on and continue to setup using F2)
    13. Go to "Drives" -> "SATA Operation" and Press "Enter"
    14. Use the "left or right arrow key" to select "RAIDON" and press "Enter".
    15. Use the "right arrow key" then "Enter" to accept the change.
    16. Press "Esc", Select "Save/Exit", and press "Enter" to save the changes.
    Now the system should Load to the freshly restored Windows but we now need to restore the mirror array.
     
    1. Click "Start"
    2. Go to "All Programs", then "Intel Matrix Storage Manager", then click on "Intel Matrix Storage Console".
    3. Hold Mouse over "Actions" (If not in the tabs at the top then Mouse over View and Click Advanced.
    4. Click "Create Raid Volume from an Existing Drive".
    5. Click "Next".
    6. Under "Raid Level" Click the drop down for "Raid 1".
    7. Click "Next".
    8. On the Select Source screen Click on the Harddrive to migrate information from.  (Will be the lowest Port number, ie Port 0).
    9. Click the "Right Arrow Button" and then click "Next".
    10. On the Select Member screen Click on the Hardrive to migrate information to. (Should be the only harddrive there unless the customer has added other hardrives).
    11. Click the "Right Arrow Button" and then click "Next".
    12. Click "Next".
    13. Click "Next".
    14. Click "Finish".
     
    This will popup a migration window with a progress indicator. You need to let the migration continue until 100 percent in which case the process is done and redundancy is restored.
     
  • I have the exact same problem on all of my dimension 9200.  Tech support just could not figure it out.  This went on for 2 weeks until I saw this post.  The exact same stop error!  The bad part though is that I didn't have a floppy drive configured for these system so I had to order them.  I was hoping that once I loaded the drivers via the floppy drive that that would be it.  However, the only way I can successfully boot into the symantec/dell recovery environment is to have the Raid controller driver manually loaded from the A: drive floppy every time.  I called back Dell tech support, and they try to pass this off as the way it's suppose to be, but I couldn't get any confirmation from them on where this is stated in any of the dell documents or even solution set.    From what I can tell, this seems to be a problem they are trying to patch up only because enough customers have complained yet.  Just wait when those people attempt to recover their data and may end up losing it because they are not aware of this problem.
     
    It is unfortunate that these dell systems does not function as expected for the datasafe, RAID1 features since this is the main reason why I purchased these systems for my clients.  I use to be a big Dell fan in terms of value and working systems and great support, but because Dell now ships systems that do not work as expected/advertised, and do not plan on fixing this problem I definitely have second thoughts on future purhases and deployment of these systems with my future customers.
     
     
  • I posted this in the XPS Desktop forum You can just leave everything set the way it is and get a custom disk that includes the raid drivers. You will not see the BSoD again.

     
     
    EDIT:  Thanks to the way Dell moved everything around on the forums here is the correct link to the new location of the thread:
     


    Message Edited by dcgtls on 08-27-2007 08:32 AM

    Alienware Aurora R4: i7-3820, 8GB, 10TB of HDD, AMD/ATI Radeon HD 7800, Samsung 27" monitor

    XPS 730x: i7 920,   Replaced with an Alienware Aurora R4

    XPS 410: Core 2 Quad 2.4GHz (Q6600) , 6GB, EVGA 8800GTS 640MB,
    Single TV Tuner , X-Fi Xtreme Music, Logitec X530 Speakers

    Latitude 10 Tablet

    Inspiron 1720: T7500, 4GB, 120GBx5400, 120GBx7200, 8600GT, DVD+/-RW, Bluetooth,
    Windows 8.1

  • I am afraid I had exactly the same problem as described and had the same useless response from Dell technical support.  However, the problems is quite easily solved.
     
    I have the same system with RAID hard discs but as I did not have a floppy disc, I was unable to install the RAID drivers.  My ghost had backed up onto drive D: which was a partition of my hard drive set up by Dell when the computer arrived (the hard drive contained drive C & D).  This proved useful as Dell technical support had wiped my c drive during their 'help' and told me I had to completely reinstall the original operating software and lose all of my data!  I contacted Norton via their web site, who were very helpful and told me what to do.  They made me a personalised Ghost start up disc, which included all of the RAID drivers so that you can recover your data.  I am not a geek and have only average computer knowledge, but it was very easy following their instructions on their web site.  You make a file with your computer details (instructions given), zip it up and send it to them. 48 hours later they send you a link to download a self extracting zip file which, when you open, automatically burns to CD to make a recovery disc.  Put this in your drive, reboot and hey presto, you are able to recover your data from any point you choose.
     
    My advice is to ignore Dell technical support and save your telephone money.  I spent over 6 hours on the phone to them and each operator knew nothing of this problem.  Even the senior technical manager was adamant that I could not recover my data and he would not change his mind even when I told him that Norton had offered a solution.  Even when I told him that I had recovered my data, he refused to accept it!!  This highlights a major problem with Dell.  They are sending out recovery software that does not work with the system and even thought the software manufacturer is aware of this, Dell are not (or refuse to admit it).  God only knows how many other people have had their hard drives wiped by Dell technical support unnecessarily.  I have spoken to customer support about this but doubt anything will happen.  Dell know that most people never have to recover their data and they will never know about the problem.  As for the rest, they will wipe your data - if you let them.
     
    I have purchased 5 Dell computers before this one and not had problems (presumably because I have not had to ring technical support).  I had major difficulties and 3 month delays purchasing this computer and after the problems with technical support, I can say with certainty that I will never buy one again.