Work PC has seemingly random BSOD

bxp · 25 Jan 2013

I am assisting a coworker with his newly-purchased work laptop. It has Windows 7 Ultimate x64 installed. It is not a clean installation; the system has whatever software it came pre-packaged with installed. The computer also has scheduled backup software that runs at least once a week.

The BSOD occurs out of nowhere, while going about business as usual. Looking at the Reliability Monitor, I can see that the crashing has a constant issue over the last several weeks.

All relevant data has been included in the attachment; please help us get to the bottom of this issue so that this system can once again run smoothly. Thank you.

Arc · 25 Jan 2013

Please post a report following Windows Genuine and Activation Issue Posting Instructions.

bxp · 01 Feb 2013

Why would I need to do that? Are you saying that the crash issue is being caused by a pirated copy of Windows - or is this forum unable to provide assistance until after I have proven that the copy of Windows is genuine?

I do not have access to the computer in question at this time, as I am not on-duty.

Arc · 01 Feb 2013

Forget that post please.

Code:

*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {fffffa8010a324e0, fffff88005111910, 0, 2}

Unable to load image \SystemRoot\system32\DRIVERS\atikmpag.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for atikmpag.sys
*** ERROR: Module load completed but symbols could not be loaded for atikmpag.sys
Probably caused by : atikmpag.sys ( atikmpag+7910 )

Followup: MachineOwner
---------

2: kd> !analyze -v
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

VIDEO_TDR_FAILURE (116)
Attempt to reset the display driver and recover from timeout failed.
Arguments:
Arg1: fffffa8010a324e0, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
Arg2: fffff88005111910, The pointer into responsible device driver module (e.g. owner tag).
Arg3: 0000000000000000, Optional error code (NTSTATUS) of the last failed operation.
Arg4: 0000000000000002, Optional internal context dependent data.

Debugging Details:
------------------


FAULTING_IP: 
atikmpag+7910
fffff880`05111910 4883ec28        sub     rsp,28h

DEFAULT_BUCKET_ID:  GRAPHICS_DRIVER_TDR_FAULT

CUSTOMER_CRASH_COUNT:  1

BUGCHECK_STR:  0x116

PROCESS_NAME:  System

CURRENT_IRQL:  0

STACK_TEXT:  
fffff880`042e0928 fffff880`0654e000 : 00000000`00000116 fffffa80`10a324e0 fffff880`05111910 00000000`00000000 : nt!KeBugCheckEx
fffff880`042e0930 fffff880`0654dd0a : fffff880`05111910 fffffa80`10a324e0 fffffa80`137ef570 fffffa80`0be3c010 : dxgkrnl!TdrBugcheckOnTimeout+0xec
fffff880`042e0970 fffff880`05a0ff07 : fffffa80`10a324e0 00000000`00000000 fffffa80`137ef570 fffffa80`0be3c010 : dxgkrnl!TdrIsRecoveryRequired+0x1a2
fffff880`042e09a0 fffff880`05a39b65 : fffff8a0`ffffffff 00000000`00bda6ae 00000000`00000000 00000000`00000000 : dxgmms1!VidSchiReportHwHang+0x40b
fffff880`042e0a80 fffff880`05a0b2d5 : fffffa80`0be3c010 fffffa80`00000002 00000000`00bda6ae 00000000`00000000 : dxgmms1!VidSchiCheckHwProgress+0x71
fffff880`042e0ab0 fffff880`05a37e6a : 00000000`00000000 fffffa80`0e725160 00000000`00000080 fffffa80`0be3c010 : dxgmms1!VidSchiScheduleCommandToRun+0x1e9
fffff880`042e0bc0 fffff800`0357de5a : 00000000`fffffc32 fffffa80`0be3bb50 fffffa80`06946890 fffffa80`0be3bb50 : dxgmms1!VidSchiWorkerThread+0xba
fffff880`042e0c00 fffff800`032d7d26 : fffff880`033d7180 fffffa80`0be3bb50 fffff880`033e1fc0 00000000`ffffffff : nt!PspSystemThreadStartup+0x5a
fffff880`042e0c40 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiStartSystemThread+0x16


STACK_COMMAND:  .bugcheck ; kb

FOLLOWUP_IP: 
atikmpag+7910
fffff880`05111910 4883ec28        sub     rsp,28h

SYMBOL_NAME:  atikmpag+7910

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: atikmpag

IMAGE_NAME:  atikmpag.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  4f39d0e8

FAILURE_BUCKET_ID:  X64_0x116_IMAGE_atikmpag.sys

BUCKET_ID:  X64_0x116_IMAGE_atikmpag.sys

Followup: MachineOwner
---------

2: kd> lmvm atikmpag
start             end                 module name
fffff880`0510a000 fffff880`0515f000   atikmpag T (no symbols)           
    Loaded symbol image file: atikmpag.sys
    Image path: \SystemRoot\system32\DRIVERS\atikmpag.sys
    Image name: atikmpag.sys
    Timestamp:        Tue Feb 14 08:41:36 2012 (4F39D0E8)
    CheckSum:         0005D5DA
    ImageSize:        00055000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

A stop 0x116 is a graphics related error. And, to resolve it, what you first to do is to update your ATI/AMD display driver.
You can get it from the link in our forum, Latest AMD Catalyst Video Driver for Windows 7, or you may go to AMD Graphics Driver and Software and opt for Automatically Detect and Install the appropriate driver for your card.

During installation, you may opt for advanced installation, and install the display driver only, not the Catalyst Control Center.

Next, follow this guide: STOP 0x116: VIDEO_TDR_ERROR troubleshooting

Let us know the results.

bxp · 15 Mar 2013

The graphics drivers offered by ATI are incompatible with this laptop for some reason. I uninstalled all the drivers, then downloaded the display driver for this computer from Toshiba's website. The laptop is kept well-ventilated, so I'm inclined to rule out overheating as a cause.

Since doing this, the computer seems to have been BSOD'ing less frequently, but the crashes still occur. I have uploaded another crash dump attached to this post; hopefully it provides insight into the problem. I'd like to know whether the crashes are now being caused by a new issue, or if it's still a display issue.

Thanks

Arc · 15 Mar 2013

There is no more BSOD after 03-03-2013. So it is a long time it is running without any BSOD.
The last one was a stop 0x116, too.

Code:

*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {fffffa80128e04e0, fffff8800502d910, 0, 2}

Unable to load image \SystemRoot\system32\DRIVERS\atikmpag.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for atikmpag.sys
*** ERROR: Module load completed but symbols could not be loaded for atikmpag.sys
Probably caused by : atikmpag.sys ( atikmpag+7910 )

Followup: MachineOwner
---------

2: kd> !analyze -v
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

VIDEO_TDR_FAILURE (116)
Attempt to reset the display driver and recover from timeout failed.
Arguments:
Arg1: fffffa80128e04e0, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
Arg2: fffff8800502d910, The pointer into responsible device driver module (e.g. owner tag).
Arg3: 0000000000000000, Optional error code (NTSTATUS) of the last failed operation.
Arg4: 0000000000000002, Optional internal context dependent data.

Debugging Details:
------------------


FAULTING_IP: 
atikmpag+7910
fffff880`0502d910 4883ec28        sub     rsp,28h

DEFAULT_BUCKET_ID:  GRAPHICS_DRIVER_TDR_FAULT

CUSTOMER_CRASH_COUNT:  1

BUGCHECK_STR:  0x116

PROCESS_NAME:  System

CURRENT_IRQL:  0

STACK_TEXT:  
fffff880`040e3928 fffff880`0c742000 : 00000000`00000116 fffffa80`128e04e0 fffff880`0502d910 00000000`00000000 : nt!KeBugCheckEx
fffff880`040e3930 fffff880`0c741d0a : fffff880`0502d910 fffffa80`128e04e0 fffffa80`0729b770 fffffa80`0bde4410 : dxgkrnl!TdrBugcheckOnTimeout+0xec
fffff880`040e3970 fffff880`0bc0ff07 : fffffa80`128e04e0 00000000`00000000 fffffa80`0729b770 fffffa80`0bde4410 : dxgkrnl!TdrIsRecoveryRequired+0x1a2
fffff880`040e39a0 fffff880`0bc39b65 : fffffa80`ffffffff 00000000`00861d5a 00000000`00000000 00000000`00000000 : dxgmms1!VidSchiReportHwHang+0x40b
fffff880`040e3a80 fffff880`0bc0b2d5 : fffffa80`0bde4410 fffffa80`00000002 00000000`00861d5a 00000000`00000000 : dxgmms1!VidSchiCheckHwProgress+0x71
fffff880`040e3ab0 fffff880`0bc37e6a : 00000000`00000000 fffffa80`0eb331f0 00000000`00000080 fffffa80`0bde4410 : dxgmms1!VidSchiScheduleCommandToRun+0x1e9
fffff880`040e3bc0 fffff800`0357034a : 00000000`fffffc32 fffffa80`0be64b50 fffffa80`06946890 fffffa80`0be64b50 : dxgmms1!VidSchiWorkerThread+0xba
fffff880`040e3c00 fffff800`032c0946 : fffff880`033d7180 fffffa80`0be64b50 fffff880`033e1fc0 00000000`ffffffff : nt!PspSystemThreadStartup+0x5a
fffff880`040e3c40 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiStartSystemThread+0x16


STACK_COMMAND:  .bugcheck ; kb

FOLLOWUP_IP: 
atikmpag+7910
fffff880`0502d910 4883ec28        sub     rsp,28h

SYMBOL_NAME:  atikmpag+7910

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: atikmpag

IMAGE_NAME:  atikmpag.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  4f39d0e8

FAILURE_BUCKET_ID:  X64_0x116_IMAGE_atikmpag.sys

BUCKET_ID:  X64_0x116_IMAGE_atikmpag.sys

Followup: MachineOwner
---------

2: kd> lmvm atikmpag
start             end                 module name
fffff880`05026000 fffff880`0507b000   atikmpag T (no symbols)           
    Loaded symbol image file: atikmpag.sys
    Image path: \SystemRoot\system32\DRIVERS\atikmpag.sys
    Image name: atikmpag.sys
    Timestamp:        Tue Feb 14 08:41:36 2012 (4F39D0E8)
    CheckSum:         0005D5DA
    ImageSize:        00055000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

Answer some of my questions first:

On which situation it is crashing? During game, or at random?
Exactly what is happening when it is crashing?
Is it producing any popup balloon from notification systrey?

Are you sure that is the latest version that you can apply for your GPU?

Is the computer hot? Report us the heat of the computer after a couple of hours of your normal usage. Upload a screenshot of the summery tab of Speccy.

Stress test the Graphics Card using Furmark.
Video Card - Stress Test with Furmark

Edit: as it is a factory install (as you said in the original post), you may try a Clean Reinstall - Factory OEM Windows 7 too; as sometimes some factory bloatwares cause various problems with the system.