Hello Matt,
In order to proceed with an investigation of this issue, I am going to need you answer the following questions. I know the number of questions look overwhelming, but this will help us locate the problem.
Hardware
What is the brand and model of your computer?
How many and what types of processors are in the computer?
How much memory (RAM) is in the computer?
What types and models of network adapters are installed in the computer?
What are the brands, types, and sizes of the hard disks?
What NI devices are attached to the computer?
What third-party controllers/peripherals are attached to the computer?
Software Configuration
What operating system is installed on your customer's machine?
What version of the OS is installed on the computer (also, is it localized (MS Windows 2k Japaneese))?
Are any service packs, hotfixes, or patches installed? If so, which?
What filesystem is the OS installed on (FAT-16/32, NTFS, Ext2, UFS)?
How are the hard disks partitioned?
What size is the paging file or swap partition? On what partition is the paging file located?
What NI software (application software and driver software with version number) are installed?
What third party software (application software and driver software) are installed?
Network
What protocols are installed? (TCP/IP, IPX, NetBEUI)
How are they connected to their network and/or network device?
Can they ping or connect to any machines/devices on the network?
Collecting specific Blue Screen information:
WHAT:
-Reason for the crash (NT example:
STOP: 0x0000001E (0x00000001, 0x00000000, 0x00000000, 0x00000000) KMODE_EXCEPTION_NOT_HANDLED,
On Win2k or XP, these are often called BugCheckCode and BugCheckParameter1,2,3,4 (or bc and bp1, bp2...)
-The name of the module that caused the crash (something.sys?), if it is explicitly stated
-The crash address and the base (load) address of the offending module(ex. f9cba53e & f9cb8000 respectively in the following example). NT tells you outright, on 2k and higher, you may need to use BugCheckParameters
-BONUS: The Stack Trace (at the bottom of NT Blue Screens), this tells you who called the offending module (DAQ, GPIB, IMAQ?)
HOW:
Win2k/XP: Recommended method: Go to Control Panel >> System >> Advanced >> Startup/Recovery and enable "Write an event to the system log". While you are here, you might as well enable kernel memory dumps (complete memory dumps are cumbersome and generally unnecessary). After the crash please send me the information from the system log, and we will advise you if the dump file is required.
Thanks,
LA
