Random BSOD - Windows 7 - newly purchased refurbished laptop

Hi 7forums!

Here are my specs:

Toshiba P775-S7215 core i7

Is Windows 7 Home Premium 64bit, came installed with the laptop - no disk, ie OEM

I just bought it from Newegg.com. It's a refurbished machine and came with no documents or disks. When this first started happening I did a repair install or whatever it is you can select after pressing F2 on boot. Then I bought a 30-day license for DriverMax and updated the drivers. And did a Windows Update, etc.

I read somewhere today that Norton could cause it so I uninstalled it (wasn't full version anyway). But it's still happening.


I've attached a zip file containing the health report and the contents of Windows_NT6_BSOD_jcgriff2. Let me know if I messed it up and I will redo.

Thanks, in advance, if anyone can help.

I've got a couple of weeks left to the 30 day warranty from Newegg. If it's just a matter of fixing a few bugs then I'd rather do that then return it and maybe end up with something worse. Newegg only has a replacement policy for the machine.

Intel display audio driver is old. Please update.

Lemur said:

Intel display audio driver is old. Please update.

Code:

SYMBOL_STACK_INDEX:  7

SYMBOL_NAME:  intelppm+107d

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: intelppm

IMAGE_NAME:  intelppm.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  4a5bc0fd

FAILURE_BUCKET_ID:  X64_0x1E_0_intelppm+107d

BUCKET_ID:  X64_0x1E_0_intelppm+107d

Click to expand...

Thanks for responding Lemur.

I'm curious, how can you tell it's old?

Also, do you think that's the only thing causing the BSOD?

The date is October 15, 2010. Can't guarantee it's the problem. Diagnosing BSODs is a process of elimination. At least this failure was the Intel processor driver.

You may also try the Intel Driver Update Utility.

Intel® Driver Update Utility

Thanks, again, Lemur. I'd found that utility right before I read your latest post and I am now downloading the new driver.

Right now I am getting BSODs several times a day. If, after I install the new driver, it doesn't happen for several days I will consider it solved and come back and close the thread.

Excellent. Let us know...

I am very, very sorry to say that I just had a BSOD 1e Stop.

I ran an update of the health report and the output from the BSOD program.

*sigh*

If anyone responds I will try to work on this before work tomorrow, and definitely after. But I've got to get to bed.

Thanks for all your help!

Hi again,

This morning while googling around to see what else could be the problem the machine had a random shut down, no BSOD. Just off.

I looked in the Event Viewer and saw:


- System

- Provider

[ Name] Microsoft-Windows-Kernel-Power
[ Guid] {331C3B3A-2005-44C2-AC5E-77220C37D6B4}

EventID 41

Version 2

Level 1

Task 63

Opcode 0

Keywords 0x8000000000000002

- TimeCreated

[ SystemTime] 2012-01-12T10:45:52.274441800Z

EventRecordID 7100

Correlation

- Execution

[ ProcessID] 4
[ ThreadID] 8

Channel System

Computer Sabby-PC

- Security

[ UserID] S-1-5-18


- EventData

BugcheckCode 0
BugcheckParameter1 0x0
BugcheckParameter2 0x0
BugcheckParameter3 0x0
BugcheckParameter4 0x0
SleepInProgress false
PowerButtonTimestamp 0

sabbyATL said:

I am very, very sorry to say that I just had a BSOD 1e Stop.

I ran an update of the health report and the output from the BSOD program.

*sigh*

If anyone responds I will try to work on this before work tomorrow, and definitely after. But I've got to get to bed.

Thanks for all your help!

Click to expand...

Most recent crash still related to intelppm.sys which is your processor driver. Download and re-install from here. IF the crashes continue I would update the BIOS, but be sure you have a backup before doing so.

http://downloadcenter.intel.com/Default.aspx



Also

Run a system file check to verify and repair your system files.

To do this type cmd in search, then right click to run as administrator, then
SFC /SCANNOW

It may need to be run up to three times before successful
Let us know the results from the report at the end.

Click to expand...

Read here for more information http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

Hi zigzag,

Thanks for helping out!

So, Between the BSOD that happened at 8:29pm and the one at 12:01am this morning I had gone to the intel site and used the utility to scan for driver updates. It found that this driver needed to be updated:

Product Detected Intel® Processor Graphics 3000
Current Driver Installed 8.15.10.2353

So I downloaded and installed it. But then the 12:01am BSOD happened. And then a little after 5am it just had a random shut down (posted above).

I just went back to the Intel utility and here's what it said:

Product Detected Intel® Processor Graphics 3000
Current Driver Installed 8.15.10.2353

A customized computer manufacturer driver is installed on your computer. The Intel Driver Update Utility is not able to update the driver. Installing a generic Intel driver instead of the customized computer manufacturer driver may cause technical issues. Contact your computer manufacturer for the latest driver for your computer.


When I go to my Device Manager and looke at the Display Adapters I have Intel(R) HD Graphics Family:
Driver Provider: Intel Corporation
Driver Date: 4/4/2011
Driver Version 8.15.10.2353
Driver Signer: Microsoft Windows Hardware Compatibility Publisher


I just ran the sfc /scannow and it says, "Windows Resource Protection did not find any integrity violations".


Are the BSOD and random shutdown related? With the random shutdown being the event: Microsoft-Windows-Kernel-Power EventID 41 Task 63?

Thanks a lot for your help so far.

I just clicked on the "Intel® Processor Graphics 3000" link posted on the Intel utility scan report. It brought me to a page where I found


Available Downloads (Which file should I download?)
File name: winxp_14469.exe
Version:14.46.9.5394
Download Date:11/24/2011 Status:Latest
Size:22.39 MB Language:Multi language
Operating Systems:Windows XP *, Windows XP Home Edition*, Windows XP Media Center Edition*, Windows XP Professional*

Here's the ReadMe: http://downloadmirror.intel.com/20778/eng/readme.txt

and the Release Note: http://downloadmirror.intel.com/20778/eng/relnotes_gfx_5394_32.pdf


I have downloaded it, but not installed it. Should I?

sabbyATL,

Sorry you are still having problems. Please complete the system specs so we can better assist you.

Is this what you mean? From dxdiag.exe?

I can be fairly responsive all day, so any suggestions I can try within an hour.

Thanks!

Click on the "Quick Links" menu at the top of this web page. Click on "Edit Your Details" on the left side. Click on "Edit System Spec" on the left side. Now you can enter detailed information, such as make and model of your pc, etc.

Thanks!

OK, sorry, I had to go to a meeting but it's updated now. I ran Speccy and filled in what I could.

Much better.

Here is your link to flash your bios:

Model Content Page

That's the version I have from msinfo32:


OS Name Microsoft Windows 7 Home Premium
Version 6.1.7601 Service Pack 1 Build 7601
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name SABBY-PC
System Manufacturer TOSHIBA
System Model Satellite P775
System Type x64-based PC
Processor Intel(R) Core(TM) i7-2630QM CPU @ 2.00GHz, 2001 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date TOSHIBA 1.60, 9/8/2011
SMBIOS Version 2.6
Windows Directory C:\windows
System Directory C:\windows\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "6.1.7601.17514"
User Name Sabby-PC\Sabby
Time Zone Eastern Standard Time
Installed Physical Memory (RAM) 6.00 GB
Total Physical Memory 5.91 GB
Available Physical Memory 3.30 GB
Total Virtual Memory 11.8 GB
Available Virtual Memory 8.98 GB
Page File Space 5.91 GB
Page File C:\pagefile.sys


But I am confused because the Toshiba page you sent shows:

Version: 1.60
Size: 7,655,005 bytes
Posted: 10/04/11
Released Date: 09/26/11

You are correct - you have the latest bios.

Should I go ahead and install that graphics driver I downloaded?

I haven't had a problem since I had that random shutdown this morning.

That shutdown did not have a BSOD but it did have an event 43 task 62 kernel thing.

Is that something known I can do something about or do you think that's related.

Well, so far so good. No BSOD or random shut down today and I used the machine all day. I did NOT install that graphics driver I downloaded from Intel this morning. But I did install the one I downloaded using the Toshiba website last night. This morning, after the random shut down, I did a Windows Update and then a Toshiba Service Station update. So, maybe things are good. I'll wait a few days to see. So far, since I got this thing two weeks ago it BSODed or random shut about 5 times a day. If it doesn't do it all over the course of a few days I'm diagnosing it cured.