Windows 7 crashing

Ivydrive · 25 Jul 2010

I am having problems with my Windows 7 crashing regularly. I bought the PC from new in Jan this year. The problem has started a couple days ago. Originally it seemed to be when i tried to watch a video online on Safari browser. Today it has been doing it regularly on Internet explorer too while just generally browsing.

You can be browsing the internet and click a link then this seems to trigger something. No warning messages, the screen just goes black and turns itself off. You've then got to manually hold down the power button on the pc to power off and restart it. Everything then seems to work fine untill it happen again. I have no idea why though!

Is it likely to be a software problem or some sort of virus? The website i was on when it first started happening is one i visit and use regularly so would be suprised if it had come from there.

The computer make and spec is on the website below - i would copy/paste it across but it doesnt seem to work properly.

Packard Bell iXtreme X6620uk 1TB Desktop PC | Desktop Pc

Any advice on how i can identify and fix the problem would be appreciated!

Many thanks!

zigzag3143 · 25 Jul 2010

Ivydrive said:

I am having problems with my Windows 7 crashing regularly. I bought the PC from new in Jan this year. The problem has started a couple days ago. Originally it seemed to be when i tried to watch a video online on Safari browser. Today it has been doing it regularly on Internet explorer too while just generally browsing.

You can be browsing the internet and click a link then this seems to trigger something. No warning messages, the screen just goes black and turns itself off. You've then got to manually hold down the power button on the pc to power off and restart it. Everything then seems to work fine untill it happen again. I have no idea why though!

Is it likely to be a software problem or some sort of virus? The website i was on when it first started happening is one i visit and use regularly so would be suprised if it had come from there.

The computer make and spec is on the website below - i would copy/paste it across but it doesnt seem to work properly.

Packard Bell iXtreme X6620uk 1TB Desktop PC | Desktop Pc

Any advice on how i can identify and fix the problem would be appreciated!

Many thanks!

Uf you are having true BSOD's
We really need the actual DMP file.

If you wish to have others assist you with your computer's BSOD symptoms, upload the contents of your "\Windows\Minidump" folder. The procedure:

* Copy the contents of \Windows\Minidump to another (temporary) location somewhere on your machine.
* Zip up the copy.
* Start your own thread in the "Crashes and Debugging" section of the forum and attach the ZIP archive to your post using the "paperclip" (file attachments) button.
* Briefly describe the problem history and circumstances in the same post. Somebody will attend to your query as soon as possible.

If not
There are several ways to find what the problem is. The best is to go into event viewer (type eventvwr in search). Go to the windows log>application tab.

You want to look for critical errors (they have red in the left column ).

When you find them you want to look for critical errors that say app hang, app crash, or anything that relates to the problem.

When you find them please note the event ID, and the source codes and tell us what they are.

Let us know if you need help with any of this.

Ken

Ivydrive · 26 Jul 2010

Ive attached what i believe to be a zipped copy of the original DMP file although i have no idea if ive done it correctly as i dont use winzip very often.

Incase that doesn't work, ive had a look on the Event viewer. There are a number of Errors but the recurring one seems to be source: CAPI2 Event ID: 4107

There are also a few other Errors namely Event IDs: 1000, 63 and 33 however the main one is 4107 as mentioned above.

I thought i may have fixed it by installing updates last night as it seemed fine for a while after but then annoyingly today it decided to do it again while watching a video on facebook.

ttran · 26 Jul 2010

THe crash dump that you post date from February so I'm not sure if it will point out the problem you are having rightnow. But based on that crash dump, your video card driver was blamed, I would suggest you to download and install the newest copy of it.
Stop code 116 is usually video driver issue that you can find out more information here:
STOP 0x116: VIDEO_TDR_ERROR troubleshooting

Code:

 
Microsoft (R) Windows Debugger Version 6.12.0002.633 X86
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\TUANTR~1\AppData\Local\Temp\Rar$DI00.252\022110-23961-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Symbol search path is: SRV*e:\symbols*http://msdl.microsoft.com/download/symbols
Executable search path is: 
Windows 7 Kernel Version 7600 MP (4 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS Personal
Built by: 7600.16385.amd64fre.win7_rtm.090713-1255
Machine Name:
Kernel base = 0xfffff800`03019000 PsLoadedModuleList = 0xfffff800`03256e50
Debug session time: Sun Feb 21 11:20:09.953 2010 (UTC + 7:00)
System Uptime: 1 days 10:11:20.785
Loading Kernel Symbols
...............................................................
................................................................
...........................
Loading User Symbols
Loading unloaded module list
.........
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {fffffa8008f59010, fffff8800ffb8a20, 0, 2}

Unable to load image \SystemRoot\system32\DRIVERS\nvlddmkm.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for nvlddmkm.sys
*** ERROR: Module load completed but symbols could not be loaded for nvlddmkm.sys
Probably caused by : nvlddmkm.sys ( nvlddmkm+112a20 )

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

Also, update these drivers:

Code:

fffff880`010f6000 fffff880`01101d00   PxHlpa64 PxHlpa64.sys Thu Mar 13 08:58:17 2008 (47D88A39)

Sonic CD/DVD driver (used by many different CD/DVD programs), in case you don't know what program use it, Go to C:\Windows\System32\drivers and rename PxHlpa64.sys to PxHlpa64.BAK
This will break your CD/DVD program, but can easily be renamed after we've finished.

Third party antivirus software is known for causing BSODs and symantec is not an exception, I would suggest to remove it for testing purpose, then if you need a program in a meantime to protect your computer, you can use Microsoft security essential:
http://service1.symantec.com/support...05033108162039
http://www.microsoft.com/security_essentials

Let us know if you need help

Tuan

Ivydrive · 27 Jul 2010

Thanks for the advice and links.

Ive spent hours trying most things suggested above with no success. I dont believe the PxHlpa64.sys file is anything to do with it and the CAPI2 Event ID: 4107 is also something unrelated to the best of my knowledge which i had messaged Microsoft directly about.

My guess is that its a problem with the Video Card as it seems to crash as soon as i put any stress on it - be it watching a video or similar it seems to crash a few mins in. Once its crashed the once, it does it a lot more regularly after you've immediately restarted it. If you turn it off and leave it for a few hours then turn it back on, it seems a bit less volatile. This made me think it was an overheating problem possibly but it doesnt seem overly hot and does seem to be directly linked to video be it streaming online or watching off media player. It has crashed without video running a couple times but it was when i had a lot of webpages open so i guess it would've been understrain?

Anyway, im a bit lost with it all now so have contacted the place of purchase and they're sending an engineer out Friday to have a look and hopefully fix the problem.

Thanks for your help. If you have any other idea in the meantime please let me know and ill update with the cause of the issue once i know myself if anyone is interested.

Regards,
Matt

karlsnooks · 27 Jul 2010

Please follow Tuan's advice, even if the advice seems to be illogical to you.

Tews · 27 Jul 2010

Lets see if we can narrow it down a bit while you are waiting for the engineer to look at it ... We really need a current crash dump file to help us, so enable driver verifier ... follow these instructions...

- Go to Start and type in "verifier" (without the quotes) and press Enter
- Select "Create custom settings (for code developers)" and click "Next"
- Select "Select individual settings from a full list" and click "Next"
- Select everything EXCEPT FOR "Low Resource Simulation" and click "Next"
- Select "Select driver names from a list" and click "Next"
Then select all drivers NOT provided by Microsoft and click "Next"
- Select "Finish" on the next page.

Reboot the system and wait for it to crash to the Blue Screen. Continue to use your system normally, and if you know what causes the crash, do that repeatedly. The objective here is to get the system to crash because Driver Verifier is stressing the drivers out. If it doesn't crash for you, then let it run for at least 36 hours of continuous operation (an estimate on my part).

**Capt.Jack Sparrow** · 27 Jul 2010

Hello Matt,

CAPI32 Error in Event Viewer seems be very common now a days. Its actually a certificate renew or update from Microsoft that is failing. The best thing is in Event Viewer you can find a link below that log click and link and download and apply it manually. Regarding that Crash it looks like a bad Video card you have been given the best advice to run the stress try. Just follow that link see if it's bad card. If you have someone coming to fix it then i would suggest to wait let them have a closer look.

Good Luck,
Captain

Ivydrive · 27 Jul 2010

Tews said:

Lets see if we can narrow it down a bit while you are waiting for the engineer to look at it ... We really need a current crash dump file to help us, so enable driver verifier ... follow these instructions...

- Go to Start and type in "verifier" (without the quotes) and press Enter
- Select "Create custom settings (for code developers)" and click "Next"
- Select "Select individual settings from a full list" and click "Next"
- Select everything EXCEPT FOR "Low Resource Simulation" and click "Next"
- Select "Select driver names from a list" and click "Next"
Then select all drivers NOT provided by Microsoft and click "Next"
- Select "Finish" on the next page.

Reboot the system and wait for it to crash to the Blue Screen. Continue to use your system normally, and if you know what causes the crash, do that repeatedly. The objective here is to get the system to crash because Driver Verifier is stressing the drivers out. If it doesn't crash for you, then let it run for at least 36 hours of continuous operation (an estimate on my part).

Ive followed the above advice - The pc crashed straight away and went to a blue screen on startup - i then got a message upon logging in again stating 'Windows has recovered from an unexpected shutdown' and included the following details:

Problem signature:
Problem Event Name: BlueScreen
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 2057
Additional information about the problem:
BCCode: a
BCP1: 000000000000000E
BCP2: 0000000000000002
BCP3: 0000000000000001
BCP4: FFFFF800030A331B
OS Version: 6_1_7600
Service Pack: 0_0
Product: 768_1
Files that help describe the problem:
C:\Windows\Minidump\072810-27892-01.dmp
C:\Users\Matt\AppData\Local\Temp\WER-50279-0.sysdata.xml
Read our privacy statement online:
Windows 7 Privacy Statement - Microsoft Windows
If the online privacy statement is not available, please read our privacy statement offline:
C:\Windows\system32\en-US\erofflps.txt

Not sure if this is relevant. When it normally crashed its entirely without warning and the screen simply turns Black (not blue) and simply says no signal on the screens before they turn off. The actually computer keeps running but is unresponsive as such untill i hold down the power button and force it to restart.

Is the above what we were trying to do or am to now cause it to crash in the normal manor again by running video or similar?

Capt.Jack Sparrow - I discovered that CAPI2 error is to do with the Certificate. I have manually updated it but am still getting the same error despite it showing as being indate. A number of people on other forums mentioned messaging Microsoft about the issue via a specific link they gave and mentioned they could fix it from their end so ive tried that? Not sure that this is causing any particular issue though. Ive only found it while looking for the cause of this video card error.

karlsnooks - I have followed most of Tuans advice with no real success. I admit i may have done some of it incorrectly at some stage as im not 100% comfortable with the level of IT but completed it as best i could and didnt seem to find a cfix sadly.

Thanks again for all the very prompt advice and help.

Ivydrive · 27 Jul 2010

Just a quick update that its just crashed again while watching a streaming a video (the same video ive been trying to watch for 2 days. lol it seems guaranteed to crash it).

After i restarted it, it crashed twice more while loading up. It gets to the point where Windows starts and then you log in and the screens just go back and unresponisve so i had to restart again. Its done this a few times now too - Not sure if that info helps at all. No harm in adding it to the records though :)