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Windows 7: BSOD on a brand new HP ENVY Phoenix 850qe - dmp log included

22 Oct 2015   #1
mcaus

Windows 7 Professional 64-bit SP1
 
 
BSOD on a brand new HP ENVY Phoenix 850qe - dmp log included

Hello all,

I am hoping someone here can help me as I have recently purchased a HP ENVY Phoenix 850qe for my motion-media production needs. For some strange reason, 3 weeks into, the PC is getting BSOD. I'm shocked. The only things I have installed are Creative Cloud Apps (Photoshop, After Effects, Premiere) and Firefox and Chrome. HP support was not very helpful so I am hoping someone here could take a look at my error log and see what could be causing this issue?

Specs as follows:

HP ENVY Phoenix 850qe
Windows 7 Professional 64-bit SP1
Intel Core i7 4790K @ 4.00GHz
RAM: 32.0GB Dual-Channel DDR3 @ 798MHz (11-11-11-28)
Motherboard: Hewlett-Packard 2B36
Graphics Card: 2048MB ATI AMD Radeon R9 370

HD Main: 476GB SanDisk SD7SB2Q-512G-100 SCSI Disk Device (SSD)
1863GB Seagate ST2000DM 001-1ER164 SCSI Disk Device (SATA)

-------------------------------------------------------------

Problem signature:
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033

Additional information about the problem:
BCCode: 3b
BCP1: 00000000C0000005
BCP2: FFFFF8800F2FA31C
BCP3: FFFFF88011D91950
BCP4: 0000000000000000
OS Version: 6_1_7601
Service Pack: 1_0
Product: 256_1

Files that help describe the problem:
C:\Windows\Minidump\102215-19328-01.dmp

-- I have uploaded the .dmp file to 102215-19328-01.dmp :: Free File Hosting - File Dropper: File Host for Mp3, Videos, Music, Documents.

-----------------------------------

Thank You all very much in advance!



My System SpecsSystem Spec
.
22 Oct 2015   #2
axe0

Windows 10 Pro
 
 

Please read BSOD Posting Instructions & How to upload files

RMA it? As you have recently bought it
My System SpecsSystem Spec
22 Oct 2015   #3
mcaus

Windows 7 Professional 64-bit SP1
 
 

I was hoping to avoid that as I have a lot of work in front of me and I know HP will take at least 2-3 weeks to send me a new box.
My System SpecsSystem Spec
.

22 Oct 2015   #4
axe0

Windows 10 Pro
 
 

Please read the instructions of the links I posted to provide the full information

The crash you posted, a 0x3B(SYSTEM_SERVICE_EXCEPTION) has a few causes.
There is a great chance that this is being caused by
  • drivers,
  • system services*,
  • memory.
In order of most common in top and less common in bottom, from my experience.

*Read my, hopefully correct and understandable, description about this crash from this post of the tenforums.com if you'd like to know something about this crash.
My System SpecsSystem Spec
22 Oct 2015   #5
mcaus

Windows 7 Professional 64-bit SP1
 
 

Thank You for your help thus far. I am currently at work but as soon as I get home I will run the Drivers/Memory tests you provided on tenforums.com and provide information back.
My System SpecsSystem Spec
22 Oct 2015   #6
axe0

Windows 10 Pro
 
 

Quote   Quote: Originally Posted by mcaus View Post
Thank You for your help thus far. I am currently at work but as soon as I get home I will run the Drivers/Memory tests you provided on tenforums.com and provide information back.
Please DON'T run those tests yet.
As I don't have any information about the BSOD's I cannot give you suggestions of what you could try to solve this problem.

Those instructions are specifically for the OP of the thread as we always do it that way.
Keep in mind that following random instructions with BSOD's doesn't have to solve your problem and sometimes could even make the problem worse.

I posted the link of tenforums.com to provide more information about the stop code you posted.
My System SpecsSystem Spec
22 Oct 2015   #7
mcaus

Windows 7 Professional 64-bit SP1
 
 

Axe0,

I actually just analyzed my dump file in BlueScreenView.

It it saying that issues are caused by atikmdag.sys driver (caused by address atikmdag.sys+b131c)

Two file-names are highlighted in pink.. atikmdag.sys and ntoskrnl.exe --

Crash Address: ntoskrnl.exe+74200

Correct my if I'm wrong, but isn't ntoskrn.exe related to Kernel and usually not a good sign?

-----------------------------------------------

==================================================
Dump File : 102215-19328-01.dmp
Crash Time : 10/22/2015 12:58:37 AM
Bug Check String : SYSTEM_SERVICE_EXCEPTION
Bug Check Code : 0x0000003b
Parameter 1 : 00000000`c0000005
Parameter 2 : fffff880`0f2fa31c
Parameter 3 : fffff880`11d91950
Parameter 4 : 00000000`00000000
Caused By Driver : atikmdag.sys
Caused By Address : atikmdag.sys+b131c
File Description :
Product Name :
Company :
File Version :
Processor : x64
Crash Address : ntoskrnl.exe+74200
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Users\mcaus\Downloads\102215-19328-01.dmp
Processors Count : 8
Major Version : 15
Minor Version : 7601
Dump File Size : 275,768
Dump File Time : 10/22/2015 8:29:49 AM
==================================================
My System SpecsSystem Spec
22 Oct 2015   #8
axe0

Windows 10 Pro
 
 

Ntoskrnl.exe is a Windows file used in the boot process.
If there was something wrong with the ntoskrnl.exe you would have much more problems.
The ntoskrnl.exe file is blamed when all other files are not available to blame.

The atikmdag.sys file is a driver from AMD for the display.
Please uninstall everything of AMD using Display Driver Uninstaller and install new drivers from AMD

EDIT: you could say that ntoskrnl.exe is a 'false positive'
My System SpecsSystem Spec
22 Oct 2015   #9
mcaus

Windows 7 Professional 64-bit SP1
 
 

Appreciate your help. Gonna get started on that AMD fix a bit later. Will report back hopefully great results. Thanks!
My System SpecsSystem Spec
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 BSOD on a brand new HP ENVY Phoenix 850qe - dmp log included




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