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


  1. Posts : 5
    Windows 7 Professional 64-bit SP1
       #1

    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 Computer


  2. Posts : 7,050
    Windows 10 Pro
       #2

    Please read BSOD Posting Instructions & How to upload files

    RMA it? As you have recently bought it
      My Computer


  3. Posts : 5
    Windows 7 Professional 64-bit SP1
    Thread Starter
       #3

    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 Computer


  4. Posts : 7,050
    Windows 10 Pro
       #4

    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 Computer


  5. Posts : 5
    Windows 7 Professional 64-bit SP1
    Thread Starter
       #5

    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 Computer


  6. Posts : 7,050
    Windows 10 Pro
       #6

    mcaus said:
    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 Computer


  7. Posts : 5
    Windows 7 Professional 64-bit SP1
    Thread Starter
       #7

    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
    ==================================================
    Last edited by mcaus; 22 Oct 2015 at 09:18.
      My Computer


  8. Posts : 7,050
    Windows 10 Pro
       #8

    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'
    Last edited by axe0; 22 Oct 2015 at 08:25. Reason: added false positive about ntoskrnl.exe part
      My Computer


  9. Posts : 5
    Windows 7 Professional 64-bit SP1
    Thread Starter
       #9

    Appreciate your help. Gonna get started on that AMD fix a bit later. Will report back hopefully great results. :) Thanks!
      My Computer


 

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