BSOD - Different error message each instance!

gyeager · 05 Feb 2014

We purchased a refurbished computer from Dell 10 months ago. (bad move?) We've been getting seemingly random BSOD errors every few days. Can't single out any one program the seems to cause the crash.

Did a complete fresh windows install a while back, and ran all the Dell diagnostic and memory tests including mem test 86 with no errors. Not sure if this would be a clue or not, but it seems after the machine reboots from a crash, at times, there has been an Adobe update message on the screen.

We would certainly appreciate if someone would be kind enough to help us diagnose this perplexing problem.

Arc · 06 Feb 2014

Hi gyeager.

How long you ran the memtest? It needs to run for at least 8 passes to get a satisfactory result; and there is a possibility of memory corruption.

Upload your MSINFO32.nfo file, as the attached one is not working.

Click on the start button
Type "msinfo32" (without quotes) in the search bar of the start menu, click the resulting link. It will open the System Information window.
File>Save. In the "File Name" filed, put "MSINFO32" (without Quote), give the save location to desktop, and click the "save" button.
Give the time for processing, it will save a .nfo file on your desktop.
Zip it, and upload it following the instruction.

In the mean time, update intel management engine, Wireless network, and scan the system for possible virus infection with the following programs.

The intention of these two scans are to search for BIOS rootkit which remains even after a clean installation.

What is the adobe update? Flash player or anything else? If you update it, the message will not occur anymore I guess.

Let us know the results.

gyeager · 12 Mar 2014

I want to thank you for your time and help. We may have solved the problem. I suspected the issue might have been hardware related since day one, since the machine was a refurbished model. Dell finally agreed to replace the motherboard and the Intel processor chip. I think the Intel processor was the culprit since they replaced the motherboard twice and the problem wasn't solved until they replaced the processor. I found two programs that were helpful in getting Dell to replace the parts. Prime 95 and OCCT. Both programs stress your cpu for errors and the OCCT test also checks for other hardware related errors. The cpu failed on both of these tests. Dell's diagnostic tests meanwhile showed there were no problems. Dell was hesitant to replace any parts until I informed them that the cpu showed errors with both 3rd party tests.
Both programs are available for download through Cnet. I hope this info helps others to avoid the countless hours and frustration that Dell put me through. Their testing methods leave something to be desired. Dell's customer service was very good other than they insisted it was a software related issue, which cost me countless hours of frustration.

Arc · 12 Mar 2014

Good news. :)