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Windows 7: Frequent crashes on my sister's Acer

02 Oct 2014   #1
gregrocker

 
Frequent crashes on my sister's Acer

Visiting family in the Midwest doing work around my sister's house when she mentions one of her PC"s is crashing regularly. I see the Minidump so will post it all up in hopes one of our brilliant analysts can guide a fix in the next few days.

She says it always crashes when she's scrolling in Facebook, screen has wiggly lines for a second then goes to blue screen.

Thanks!


My System SpecsSystem Spec
.
02 Oct 2014   #2
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

Greg, I checked and Every one I checked, including the first one was the same thing. Video TDR Error

Code:
VIDEO_TDR_FAILURE (116)
Attempt to reset the display driver and recover from timeout failed.
Arguments:
Arg1: fffffa8007a85010, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
Arg2: fffff88003ebca1c, 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.
The driver seems to be in need of an update too

Code:
atikmpag
start             end                 module name
fffff880`03f66000 fffff880`03fb7000   atikmpag T (no symbols)           
    Loaded symbol image file: atikmpag.sys
    Image path: atikmpag.sys
    Image name: atikmpag.sys
    Timestamp:        Wed Jun 29 22:00:51 2011 (4E0BE6E3)
    CheckSum:         0005B6F7
    ImageSize:        00051000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
I think you should check Acer's web site for a driver first. http://us.acer.com/ac/en/US/content/drivers
Their latest drivers are only a year newer.
My System SpecsSystem Spec
02 Oct 2014   #3
gregrocker

 

I am getting only Nvidia Display drivers posted for her model Aspire M3470G
on Acer site, when we know its ATI. At least that's what I get for model listed in SysInfo.

I updated the ATI chipset but the display didn't come along. It remains 6/9/2011.

I'm not there now so can reply more fully tomorrow. Ask anything else you need. Is a different model # listed in the file you got? Where are you finding ATI Display downloads for that model?

Thanks!
My System SpecsSystem Spec
.

02 Oct 2014   #4
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

You're right Greg, I missed that part. All the drivers on that page are the same date. According to the msinfo file it is an A6-3620 APU and a Radeon 6530D Graphics, which I believe is the on board graphics. An Acer Aspire M3470G.
My System SpecsSystem Spec
03 Oct 2014   #5
gregrocker

 

The blue circle hang is so annoying to me I'm going to Clean Reinstall 32 bit today. It's still the factory install because every time I visited before she was using it for her busy eBay business which now is kaput. So it's getting reinstalled to test if the BSOD arises from typical bloatware corruption. What do you think?
My System SpecsSystem Spec
08 Oct 2014   #6
gregrocker

 

So I Clean Reinstalled her PC with all drivers supplied by Win7. The day I leave town she has a BSOD crash (again while in Facebook) which she had to hard shutdown to reboot. I see it's logged today with Kernel Power Failure.

I am providing the dump file for analysis.

Thanks!

Edit: I found a 9/2014 AMD Radeon HD 6530D driver newer than the 2011 one provided by Win7 (there is no AMD driver on Acer downloads page).
My System SpecsSystem Spec
08 Oct 2014   #7
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

the same as before, Greg. Video TDR failure.

Code:
atikmpag
start    end        module name
8f8e4000 8f924000   atikmpag T (no symbols)           
    Loaded symbol image file: atikmpag.sys
    Image path: \SystemRoot\system32\DRIVERS\atikmpag.sys
    Image name: atikmpag.sys
    Timestamp:        Wed Jun 29 22:00:28 2011 (4E0BE6CC)
    CheckSum:         00041562
    ImageSize:        00040000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
I hesitate to suggest AMD Drivers on OEM Computers, but it seems the only way to get a current one. You may consider trying this http://support.amd.com/en-us/download but I think you will end up here Desktop I'll get Arc to take a look too.
My System SpecsSystem Spec
08 Oct 2014   #8
Arc

Microsoft Community Contributor Award Recipient

Microsoft Windows 10 Pro Insider Preview 64-bit
 
 

Quote   Quote: Originally Posted by gregrocker View Post
I am getting only Nvidia Display drivers posted for her model Aspire M3470G
on Acer site, when we know its ATI. At least that's what I get for model listed in SysInfo.
Ditto. I wonder how ATI chipset is accompanied with nvidia display, specially for a branded desktop. I believe they have wrong info there in their site.

The graphics there is AMD Radeon HD 6530D. It is an APU, Integrated processor graphics. Not a graphics card.

As Steve pointed earlier, the old graphics driver is causing a TDR failure there.

If you go to Download Drivers and put these appropriate values in the boxes ....
Attachment 335967
and then click on display results, it takes you to CCC 14.9 of 9/29/2014. Apply this driver there.

Let us know how the computer runs with the new driver.
______________________________________________________
Code:
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {c8c12510, 8f8ea14e, 0, 2}

*** 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+614e )

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

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

VIDEO_TDR_FAILURE (116)
Attempt to reset the display driver and recover from timeout failed.
Arguments:
Arg1: c8c12510, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
Arg2: 8f8ea14e, The pointer into responsible device driver module (e.g. owner tag).
Arg3: 00000000, Optional error code (NTSTATUS) of the last failed operation.
Arg4: 00000002, Optional internal context dependent data.

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


FAULTING_IP: 
atikmpag+614e
8f8ea14e 8bff            mov     edi,edi

DEFAULT_BUCKET_ID:  GRAPHICS_DRIVER_TDR_FAULT

CUSTOMER_CRASH_COUNT:  1

BUGCHECK_STR:  0x116

PROCESS_NAME:  System

CURRENT_IRQL:  0

ANALYSIS_VERSION: 6.3.9600.17237 (debuggers(dbg).140716-0327) amd64fre

STACK_TEXT:  
8c5f0a68 8f9b0fb3 00000116 c8c12510 8f8ea14e nt!KeBugCheckEx+0x1e
8c5f0a8c 8f9a599c 8f8ea14e 00000000 00000002 dxgkrnl!TdrBugcheckOnTimeout+0x8d
8c5f0ab0 8f80692c 00000000 00000000 8c5f0b74 dxgkrnl!TdrIsRecoveryRequired+0xb8
8c5f0b28 8f82dd55 fffffcfb 015a86a1 00000000 dxgmms1!VidSchiReportHwHang+0x3c0
8c5f0b54 8f830edf 86629788 8c5f0b74 00000102 dxgmms1!VidSchWaitForCompletionEvent+0x16f
8c5f0bd8 8f831880 86629788 00005e5a 00000000 dxgmms1!VidSchiWaitForFence+0xbf
8c5f0d18 8f832279 86629830 8570cd20 8c5f0d3c dxgmms1!VidSchiSubmitRenderCommand+0xb8
8c5f0d28 8f832516 884528f0 82a7f016 86629788 dxgmms1!VidSchiSubmitQueueCommand+0x61
8c5f0d3c 8f8325bd 86629788 00000000 8766d438 dxgmms1!VidSchiRun_PriorityTable+0x24
8c5f0d50 82c52291 86629788 925013ab 00000000 dxgmms1!VidSchiWorkerThread+0x7f
8c5f0d90 82af88b9 8f83253e 86629788 00000000 nt!PspSystemThreadStartup+0x9e
00000000 00000000 00000000 00000000 00000000 nt!KiThreadStartup+0x19


STACK_COMMAND:  .bugcheck ; kb

FOLLOWUP_IP: 
atikmpag+614e
8f8ea14e 8bff            mov     edi,edi

SYMBOL_NAME:  atikmpag+614e

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: atikmpag

IMAGE_NAME:  atikmpag.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  4e0be6cc

FAILURE_BUCKET_ID:  0x116_IMAGE_atikmpag.sys

BUCKET_ID:  0x116_IMAGE_atikmpag.sys

ANALYSIS_SOURCE:  KM

FAILURE_ID_HASH_STRING:  km:0x116_image_atikmpag.sys

FAILURE_ID_HASH:  {e300aa8c-6915-3f37-7957-d2e4fc30a6fd}

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

0: kd> lmvm atikmpag
start    end        module name
8f8e4000 8f924000   atikmpag T (no symbols)           
    Loaded symbol image file: atikmpag.sys
    Image path: \SystemRoot\system32\DRIVERS\atikmpag.sys
    Image name: atikmpag.sys
    Timestamp:        Thu Jun 30 08:30:28 2011 (4E0BE6CC)
    CheckSum:         00041562
    ImageSize:        00040000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
My System SpecsSystem Spec
08 Oct 2014   #9
gregrocker

 

Archie how does the crash report today after reinstall compare to the one before I reinstalled 32 bit using all Updates drivers to see how they held up?

As I Edited in today's post, I found a 2014 driver which I installed and will wait to hear back from her whether there is another crash.

I was hoping to confirm if today's crash after reinstall was the same fault.

Thanks!
My System SpecsSystem Spec
08 Oct 2014   #10
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

Greg, it was the same 116 TDR failure. The Microsoft driver must have been the first driver released with that CPU. It was released in 2011, the first driver from the first dump was the same. That's the date the A6 CPU was first shipped.
My System SpecsSystem Spec
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 Frequent crashes on my sister's Acer




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