BSODs after Sleep, related to USB (I think), I know how to reproduce

Hi,
I tried too many things, reading and web searching before posting here for help, I consider myself good with computers but I've hit a roadblock with this laptop.

I bought this machine from HP, it was refurbished and long story short, they ultimately replaced the motherboard, processor, video card, wireless card... so it's almost brand new now.

I collected myself a dump file after one of the latest BSOD and saved screen dumps of the message displayed just after it. I attached a separate zip file, it might be useful.

I followed the instructions given to extract all the files you need to debug this issue. I know how to replicate the problem, I even have a picture of the BSOD just because there are some codes there.

THE PROBLEM, DETAILS, HOW TO REPRODUCE:
* Before HP replaced all the components, everything related to all the USB ports was failing. Wireless mouse pointer would stutter constantly (no matter which USB port I was on), copying files from a USB storage device (specially large files) would make the laptop freeze and eventually crash with a BSOD. After waking the machine from Sleep it would seem to be easier to reproduce the problem.
* After HP replaced the components, all the USB devices work properly but after Sleep sometimes I would get a BSOD after a few moments. Two of those times, I left the laptop alone and went to Sleep on itself and both times I left the wireless mouse turned on (it has a little swicth underneath to turn it off). So when I woke the laptop, it would work for a bit and suddenly freeze and crash BSOD.
* Everything else works fine. I tried applying a fix from HP and I have all the latest drivers and BIOS but I still get BSOD every once in a while.
* I don't want to get more support from HP. Their response has been to re-image the drive. It took me a lot of effort to convince them I had a bad motherboard and make them replace the components.

LAPTOP SPECS:
* HP Elitebook Mobiel Workstation 8540w (<6 months old)
* Windows 7 Professional x64, OEM, came preinstalled, I have the DVD to reinstall
* Intel M620, i7 duo, 2.66GHz
* Chipset Intel P55 Mobile Express
* 6GB RAM, DDR3, 1066MHz
* nVidia Quadro FX 1800M, DDR5 1GB
* Corsair Force Series SSD, 115GB
* 1920x1080 LED Display

I'd appreciate any help you can give me to debug this problem.
Thank you!

Alvaro P.

Attachment 167971

Attachment 167972

alpard78 said:

Hi,
I tried too many things, reading and web searching before posting here for help, I consider myself good with computers but I've hit a roadblock with this laptop.

I bought this machine from HP, it was refurbished and long story short, they ultimately replaced the motherboard, processor, video card, wireless card... so it's almost brand new now.

I collected myself a dump file after one of the latest BSOD and saved screen dumps of the message displayed just after it. I attached a separate zip file, it might be useful.

I followed the instructions given to extract all the files you need to debug this issue. I know how to replicate the problem, I even have a picture of the BSOD just because there are some codes there.

THE PROBLEM, DETAILS, HOW TO REPRODUCE:
* Before HP replaced all the components, everything related to all the USB ports was failing. Wireless mouse pointer would stutter constantly (no matter which USB port I was on), copying files from a USB storage device (specially large files) would make the laptop freeze and eventually crash with a BSOD. After waking the machine from Sleep it would seem to be easier to reproduce the problem.
* After HP replaced the components, all the USB devices work properly but after Sleep sometimes I would get a BSOD after a few moments. Two of those times, I left the laptop alone and went to Sleep on itself and both times I left the wireless mouse turned on (it has a little swicth underneath to turn it off). So when I woke the laptop, it would work for a bit and suddenly freeze and crash BSOD.
* Everything else works fine. I tried applying a fix from HP and I have all the latest drivers and BIOS but I still get BSOD every once in a while.
* I don't want to get more support from HP. Their response has been to re-image the drive. It took me a lot of effort to convince them I had a bad motherboard and make them replace the components.

LAPTOP SPECS:
* HP Elitebook Mobiel Workstation 8540w (<6 months old)
* Windows 7 Professional x64, OEM, came preinstalled, I have the DVD to reinstall
* Intel M620, i7 duo, 2.66GHz
* Chipset Intel P55 Mobile Express
* 6GB RAM, DDR3, 1066MHz
* nVidia Quadro FX 1800M, DDR5 1GB
* Corsair Force Series SSD, 115GB
* 1920x1080 LED Display

I'd appreciate any help you can give me to debug this problem.
Thank you!

Alvaro P.

Attachment 167971

Attachment 167972

Memory corruption probably caused by a driver. ( im betting symantec) please run these two tests



Download a copy of Memtest86 and burn the ISO to a CD using Iso Recorder or another ISO burning program.

Boot from the CD, and leave it running for at least 5 or 6 passes.

Just remember, any time Memtest reports errors, it can be either bad RAM or a bad motherboard slot.

Test the sticks individually, and if you find a good one, test it in all slots.



Driver verifier

I'd suggest that you first backup your stuff and then make sure you've got access to another computer so you can contact us if problems arise. Then make a System Restore point (so you can restore the system using the Vista/Win7 Startup Repair feature).

In Windows 7 you can make a Startup Repair disk by going to Start....All Programs...Maintenance...Create a System Repair Disc - with Windows Vista you'll have to use your installation disk or the "Repair your computer" option at the top of the Safe Mode menu .

Then, here's the procedure:
- 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).

If you can't get into Windows because it crashes too soon, try it in Safe Mode.
If you can't get into Safe Mode, try using System Restore from your installation DVD to set the system back to the previous restore point that you created.

Thank you!

I ran the memory test several times and no failures there. I am currently trying the Driver Verifier and will let you know as soon as I get a BSOD.


What do I do to turn the Driver Verifier off once the BSOD happens? What files to I need to gather and where once this happens?


Now that you mentioned Symantec, on the last BSOD, right after I woke up the laptop, I noticed that the yellow shield icon was showing the Symantec Endpoint Protection was disabled. I tried clicking on it to click "Enable" but it kept disabled. I wonder if after waking up it tried to return to enable, something happened and threw the BSOD.


We'll see. I'll try to send the laptop to Sleep mode as much as I can. That seems to be the easiest trigger.

Thanks!

-Alvaro P.

Hello all,

Last night I left the laptop on so it would go to sleep on it's own after 15mins. It did. I left the Logitech wireless mouse on.

So I turned it on this morning:
* I clicked on the user icon, entered my desktop
* I immediately got 4 messages, that 4 programs had stopped responding (Acrotray, Windows Explorer, HpqToaster Module, Event Monitor User Notification Tool). I quickly took a photo (see Pic1 attachment) because the mouse pointer moved but didn't respond to any click so I knew the BSOD was coming.
* Then I got the BSOD. I also took a photo (see Pic2 attachment). The difference this time is that the blue screen stayed there "collecting data" much longer than usual, it seemed stuck, so I had to push the power button.

Attachment 168174

Attachment 168175

NOTES:
* It seems that with longer periods in Sleep mode the problem happens more often. If I wake it up rather quickly it seems to work fine, but that might just be a coincidence.
* After the BSOD, after the BIOS check, the Intel driver could not find the hard drive. I recently changed it to a SSD, pushing the power button (not holding) or ctrl+alt+del re-cycles it and always works on the second try. My guess is that it takes some time for the hard drive to power-up and be ready for reading, but that's just a guess. The BSOD also happened with the previous HDD (WD Black Scorpio, 320GB).

What files do you want me to attach for debugging?

Thanks!
-Alvaro P.

Hi karlsnooks,

I have another 3 computers with much more software than this one, and this one only shows 3 or 4 icons in the tray and MSCONFIG shows me that there's not too many programs being pulled at Startup, it takes it less than a minute to startup and be fully functional.

I'll do the CCleaner anyway, I know that software and have it in my other machines.

I'll also get the new files from the most recent BSOD for you to analyze.

Any word on any of the files that I've uploaded so far, included the ZIP from the previous BSOD? I never heard back about those ones. Do they point to any driver, software or hardware in particular?.

Also, the Driver Verifier was running during the last BSOD? do I leave it on or can I turn it off? Does that gather any more files I should be sending?.

Thanks,
-Alvaro

Hi karlsnook,

Here is the latest zip file from the dump File Collector. I don't know if the last BSOD was registered because the blue screen never went away and I had to hard reset. Also attached are the install.txt and startup.txt.

Let me know if you find something there.

Attachment 168264

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Attachment 168266

Thanks,
-Alvaro