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Windows 7: BSOD after excessive chrome use?not sure error 0x0000003b

01 Jul 2014   #1
taek

Windows 7 Home Premium 64bit
 
 
BSOD after excessive chrome use?not sure error 0x0000003b

My laptop (HP Pavilion dv6 6153cl) went down a couple times now

First time it happened: I had quite a few tabs on chrome open, and was using word doc while streaming a world cup game live. The screen suddenly went black, then nothing worked, so I had to force a shut down

From then on, the computer wouldn't complete start up (the shimmering windows logo would stop moving, and nothing would happen). So I took out the battery, and started the computer again. However, after a couple minutes of surfing around in chrome, the computer died again in the same fashion.

I turned it on again (by taking the battery out and in) and backed up my harddrive, and refrained from using chrome. Everything was fine, and I shut it down after the backup was complete.

The next day, as I was running a virus scan with AVG while using chrome, BSOD appeared, with SYSTEM_SERVICE_EXCEPTION on the second line.

I attached the dmp file as well.


I doubt it has to do anything with chrome, but that was the only common demoninator from the 3 instances?
To be clear, the first two times did not produce a BSOD, only a black screen with an unresponsive computer.

Can someone please help me??


My System SpecsSystem Spec
.
01 Jul 2014   #2
derekimo

Microsoft Community Contributor Award Recipient

 
 

Hi There,

You have two dumps, one from May and one from July 1,

The May dump is blaming your USB3 driver,

Code:
BugCheck E0010002, {fffffa800adac000, c, 11d, 912}

Probably caused by : nusb3xhc.sys ( nusb3xhc+14d5c )

Followup: MachineOwner
From June of 2011,

Code:
Loaded symbol image file: nusb3xhc.sys
    Image path: \SystemRoot\system32\DRIVERS\nusb3xhc.sys
    Image name: nusb3xhc.sys
    Timestamp:        Fri Jun 10 01:00:38 2011 (4DF1CF26)
    CheckSum:         0003D658
    ImageSize:        00038000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
This one from HP has a newer date, that may help with that problem,

NEC Electronics USB 3.0 Host Controller Driver - HP Pavilion dv6-6153cl Entertainment Notebook PC | HP® Support

The one from July 1 is blaming your graphics driver,

Code:
Unable to load image \SystemRoot\system32\DRIVERS\atikmdag.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for atikmdag.sys
*** ERROR: Module load completed but symbols could not be loaded for atikmdag.sys
 atikmdag+0x33b2cf
Also from 2011,

Code:
Loaded symbol image file: atikmdag.sys
    Image path: \SystemRoot\system32\DRIVERS\atikmdag.sys
    Image name: atikmdag.sys
    Timestamp:        Tue Apr 12 20:08:37 2011 (4DA513B5)
    CheckSum:         008E36BA
    ImageSize:        00927000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
This version from HP also has a more recent date so you can try that as well,

AMD High-Definition Graphics Driver - HP Pavilion dv6-6153cl Entertainment Notebook PC | HP® Support

While it is not being flagged, you mention using AVG when one of the crashes occurred, for troubleshooting purposes it may be a good idea to uninstall that.

For the time being, uninstall your Anti-Virus,

AV Uninstallers

And Install Microsoft Security Essentials which we know doesn't cause BSOD's.

If you want to just try drivers first that's fine, either way let us know how things go.
My System SpecsSystem Spec
01 Jul 2014   #3
taek

Windows 7 Home Premium 64bit
 
 

I installed both drivers (although only the one from July 1st is the relevant .dmp file)

I went on to youtube to test out the graphics card? Or at least what I thought would.
I played a high quality video, and it seemed to work fine
But as I rapidly typed something in the youtube search bar and hit enter, the computer screen turned black again, and I had to force another shut down.

Nothing was on at the time besides that one chrome tab of youtube.

I'm trying to turn it back on, and it's stuck again at the windows logo. (same as before)
My System SpecsSystem Spec
.

01 Jul 2014   #4
derekimo

Microsoft Community Contributor Award Recipient

 
 

Try getting rid of AVG and install MSE from my post above,

For the time being, uninstall your Anti-Virus,

AV Uninstallers

And Install Microsoft Security Essentials which we know doesn't cause BSOD's.
My System SpecsSystem Spec
02 Jul 2014   #5
taek

Windows 7 Home Premium 64bit
 
 

I had trouble turning my computer on - it got stuck on the windows logo screen.
I removed the battery and pressed the power button to drain out the power but it still didn't start.

I think I'm just gonna send the laptop to hp, my patience of trying to solve it myself is no more. Haha Thanks a lot for the help and super fast replies though.
My System SpecsSystem Spec
02 Jul 2014   #6
derekimo

Microsoft Community Contributor Award Recipient

 
 

You're welcome, sometimes that is the best option.
My System SpecsSystem Spec
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