Random BSOD's when surfing and managing files

baobab68 · 11 Jul 2012

I am helping a friend who is having random freezes and BSOD's.

I have attached the collected dump files and perfmon report. Also included is a pic of the specific BSOD, and a screen dump of his system specs.

- x86 (32-bit) or x64 ? X64
- the original installed OS on the system? yes it is
- an OEM or full retail version? OEM

- What is the age of system (hardware)? Less than 12 months
- What is the age of OS installation (have you re-installed the OS?) Preinstalled

There seemed to be some indication of ATI involvement in the crashes, so I have tried updating the ATI drivers, but the problem continues - perhaps once a week the system will freeze, mouse pointer can still be moved but nothing can be clicked on. Eventually it restarts with the DRIVER_POWER_STATE_FAILURE BSOD.

We are not sure what drivers to tackle next, would love some input. If any more information is needed please let me know.

usasma · 11 Jul 2012

Looks like 2 separate issues to me. Updating the graphics may have taken care of one, but the other appears to involve your Broadcom Bluetooth (btwampfl.sys)

Please update the Broadcom Bluetooth drivers for your system and see if that helps. To do this, please uninstall the current drivers before installing a fresh copy - that'll help to ensure that any corruption is removed prior to installing the new drivers.

I'm concerned as there wasn't a memory dump that listed the Broadcom Bluetooth driver - I had to find it in the WER section of MSINFO32. The concern is that there could be other problems - but let's fix this and see what happens.

baobab68 · 16 Aug 2012

I must apologise for taking so long to post a reply in this thread. We were waiting for a new modem to turn up so that we could tackle that install as well as working on the driver issue.

Removed and reinstalled the Broadcom BT driver last week and all has been going well until today when after returning home, the computer was found with the same BSOD, Power State issue as before.

I had turned off the Driver Verifier last week as well so we may not have captured much more info.

Any suggestions on the way forward from here? I was thinking of going to the manufacturer's page for the particular model and downloading updated drivers for every bit of hardware, or even identifying each bit of hardware and getting the latest drivers from each manufacturer's reference drivers.

Alternatively, as it would seem to be a power management issue ie happens on idle timeout, I thought about getting my friend to put the computer to sleep manually when leaving it, or hibernating it when away using the power button.

Thoughts?

usasma · 16 Aug 2012

BSOD issues aren't always easy to fix. Sometimes the offending program exits before the crash occurs - so there's no evidence left behind.

Please zip up and upload the memory dumps (they're in C:\Windows\Minidump) for us to have a look at.

Just FYI - there are 3 things we look at when trying to solve BSOD's:
- 3rd party (non-Microsoft) drivers (most likely)
- hardware problems
- Windows problems (least likely)

We're still investigating 3rd party drivers - so please be patient.

We'll look at these memory dumps - and will compare them to the others that we found.
No need for Driver Verifier at this point - IMO it's only useful for certain kinds of crashes (although I will run it on anything as an act of desparation!).

baobab68 · 21 Aug 2012

Attached is a zip of the minidumps.

Our plan is to see what you have to say about these, then we might consider a system restore back to factory defaults, then we're thinking it might be a hardware issue?

usasma · 21 Aug 2012

You might have 2 separate problems here.
The August memory dump blames btwampfl.sys
The July memory dump blames btwampfl.sys and is a Driver Verifier enabled memory dump.

As such, the first step would be to replace your Broadcom Bluetooth drivers. To do this:
- uninstall the current Broadcom Bluetooth drivers from your system
- download a fresh copy from the PC Manufacturer's website
- install them and monitor for further BSOD's.

I note (in the memory dumps) that there have been some replacements of the Bluetooth drivers in the past (but not between July and August - where the problems currently have shown themselves). If replacing them this time doesn't work, then I'd have to wonder about a hardware problem with the Bluetooth device. Can you physically remove the Bluetooth device from the system in order to test it that way? Or, can you disable it in the BIOS?

The second issue may not be present, but I'll discuss it here anyway.
The previous memory dumps are from June and April 2012, and November 2011
The June and April memory dumps are STOP 0x116. Here's a troubleshooting guide for these kinds of errors: STOP 0x116: VIDEO_TDR_ERROR troubleshooting

The November 2011 error was a STOP 0x9F with the first argument being a 4. The dump appears to be corrupted and I couldn't massage any more info out of it (other than a driver list).

I'd suggest performing the Bluetooth driver replacement and then waiting for to see if BSOD's recur. If so, then try the STOP 0x116 steps. Zip up and upload all memory dumps as soon as you can - that way we'll be able to adjust our troubleshooting to fit the results.

Analysis:

The following is for information purposes only.

Code:

**************************Wed Aug 15 21:23:42.651 2012 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\_jcgriff2_\dbug\__Kernel__\081612-34242-01.dmp]
Windows 7 Kernel Version 7601 (Service Pack 1) MP (8 procs) Free x64
Built by: 7601.17835.amd64fre.win7sp1_gdr.120503-2030
System Uptime:0 days 4:17:34.713
BugCheck Code: BugCheck 1000009F, {4, 258, fffffa8004366b50, fffff800047db3d0}
*** WARNING: Unable to verify timestamp for btwampfl.sys
*** ERROR: Module load completed but symbols could not be loaded for btwampfl.sys
*** WARNING: Unable to verify timestamp for bthport.sys
*** ERROR: Module load completed but symbols could not be loaded for bthport.sys
*** WARNING: Unable to verify timestamp for win32k.sys
*** ERROR: Module load completed but symbols could not be loaded for win32k.sys
Probably caused by :btwampfl.sys ( btwampfl+30a2a )
BugCheck Info: DRIVER_POWER_STATE_FAILURE (9f)
DEFAULT_BUCKET_ID:  WIN7_DRIVER_FAULT
BUGCHECK_STR:  0x9F
PROCESS_NAME: System
FAILURE_BUCKET_ID: X64_0x9F_4_btwampfl+30a2a
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Sat Jul 14 00:06:08.803 2012 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\_jcgriff2_\dbug\__Kernel__\071412-20295-01.dmp]
Windows 7 Kernel Version 7601 (Service Pack 1) MP (8 procs) Free x64
Built by: 7601.17835.amd64fre.win7sp1_gdr.120503-2030
System Uptime:0 days 4:28:25.865
BugCheck Code: BugCheck 1000009F, {4, 258, fffffa8004329b50, fffff800047d13d0}
*** WARNING: Unable to verify timestamp for btwampfl.sys
*** ERROR: Module load completed but symbols could not be loaded for btwampfl.sys
*** WARNING: Unable to verify timestamp for win32k.sys
*** ERROR: Module load completed but symbols could not be loaded for win32k.sys
Probably caused by :btwampfl.sys ( btwampfl+30a2a )
BugCheck Info: DRIVER_POWER_STATE_FAILURE (9f)
DEFAULT_BUCKET_ID: VERIFIER_ENABLED_VISTA_MINIDUMP
BUGCHECK_STR:  0x9F
PROCESS_NAME: System
FAILURE_BUCKET_ID: X64_0x9F_VRF_4_btwampfl+30a2a
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Fri Jun 22 03:08:42.234 2012 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\_jcgriff2_\dbug\__Kernel__\062212-51449-01.dmp]
Windows 7 Kernel Version 7601 (Service Pack 1) MP (8 procs) Free x64
Built by: 7601.17835.amd64fre.win7sp1_gdr.120503-2030
System Uptime:0 days 2:02:40.296
BugCheck Code: BugCheck 116, {fffffa80054084e0, fffff88004327078, 0, 2}
*** WARNING: Unable to verify timestamp for atikmpag.sys
*** ERROR: Module load completed but symbols could not be loaded for atikmpag.sys
*** WARNING: Unable to verify timestamp for win32k.sys
*** ERROR: Module load completed but symbols could not be loaded for win32k.sys
Probably caused by :atikmpag.sys ( atikmpag+7078 )
BugCheck Info: VIDEO_TDR_FAILURE (116)
DEFAULT_BUCKET_ID:  GRAPHICS_DRIVER_TDR_FAULT
BUGCHECK_STR:  0x116
PROCESS_NAME: System
FAILURE_BUCKET_ID: X64_0x116_IMAGE_atikmpag.sys
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Thu Apr 12 06:52:11.013 2012 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\_jcgriff2_\dbug\__Kernel__\041212-32557-01.dmp]
*** WARNING: Unable to verify timestamp for ntoskrnl.exe
*** ERROR: Module load completed but symbols could not be loaded for ntoskrnl.exe
Windows 7 Kernel Version 7601 (Service Pack 1) MP (8 procs) Free x64
Built by: 7601.17727.amd64fre.win7sp1_gdr.111118-2330
System Uptime:0 days 14:15:06.066
*** WARNING: Unable to verify timestamp for ntoskrnl.exe
*** ERROR: Module load completed but symbols could not be loaded for ntoskrnl.exe
BugCheck Code: BugCheck 116, {fffffa800c04c4e0, fffff88001407078, 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+7078 )
BugCheck Info: VIDEO_TDR_FAILURE (116)
DEFAULT_BUCKET_ID:  GRAPHICS_DRIVER_TDR_FAULT
BUGCHECK_STR:  0x116
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Tue Nov 29 04:44:52.644 2011 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\_jcgriff2_\dbug\__Kernel__\112911-19812-01.dmp]
*** WARNING: Unable to verify timestamp for ntoskrnl.exe
*** ERROR: Module load completed but symbols could not be loaded for ntoskrnl.exe
Windows 7 Kernel Version 7601 (Service Pack 1) MP (8 procs) Free x64
Built by: 7601.17640.amd64fre.win7sp1_gdr.110622-1506
System Uptime:0 days 13:02:44.706
*** WARNING: Unable to verify timestamp for ntoskrnl.exe
*** ERROR: Module load completed but symbols could not be loaded for ntoskrnl.exe
BugCheck Code: BugCheck 1000009F, {4, 258, fffffa80042e0b60, fffff80000b9c3d0}
Probably caused by :ntoskrnl.exe ( nt+7f4da )
BugCheck Info: DRIVER_POWER_STATE_FAILURE (9f)
DEFAULT_BUCKET_ID:  WIN7_DRIVER_FAULT
BUGCHECK_STR:  0x9F
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``

3rd Party Drivers:

The following is for information purposes only. Any drivers in red should be updated.

Code:

**************************Wed Aug 15 21:23:42.651 2012 (UTC - 4:00)**************************
scmndisp.sys                Wed Jan 17 02:48:03 2007 (45ADD4B3)
intelppm.sys                Mon Jul 13 19:19:25 2009 (4A5BC0FD)
LxrSII1d.sys                Mon Dec 21 13:43:13 2009 (4B2FC1C1)
amdxata.sys                 Fri Mar 19 12:18:18 2010 (4BA3A3CA)
btwampfl.sys                Mon Jul 12 21:41:18 2010 (4C3BC43E)
clwvd.sys                   Tue Jul 27 21:13:47 2010 (4C4F844B)
IntcDAud.sys                Fri Oct 15 04:28:17 2010 (4CB810A1)
HECIx64.sys                 Tue Oct 19 19:33:43 2010 (4CBE2AD7)
WDKMD.sys                   Fri Nov 26 07:02:08 2010 (4CEFA1C0)
Rt64win7.sys                Wed Feb 16 04:03:57 2011 (4D5B92FD)
Accelerometer.sys           Fri May 13 14:47:02 2011 (4DCD7CA6)
hpdskflt.sys                Fri May 13 14:47:02 2011 (4DCD7CA6)
iaStor.sys                  Fri May 20 12:52:24 2011 (4DD69C48)
RtsPStor.sys                Mon May 30 03:50:40 2011 (4DE34C50)
stwrt64.sys                 Thu Jun  2 06:18:43 2011 (4DE76383)
nusb3hub.sys                Fri Jun 10 04:00:35 2011 (4DF1CF23)
nusb3xhc.sys                Fri Jun 10 04:00:38 2011 (4DF1CF26)
NETwNs64.sys                Wed Aug  3 20:28:26 2011 (4E39E7AA)
AMPPAL.sys                  Mon Aug  8 10:32:06 2011 (4E3FF366)
igdpmd64.sys                Tue Aug  9 11:31:55 2011 (4E4152EB)
atikmpag.sys                Fri Sep 30 21:28:45 2011 (4E866CCD)
atikmdag.sys                Fri Sep 30 21:59:04 2011 (4E8673E8)
SynTP.sys                   Thu Oct 13 22:34:52 2011 (4E979FCC)
MpFilter.sys                Fri Mar  9 06:05:26 2012 (4F59E3F6)
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Fri Jun 22 03:08:42.234 2012 (UTC - 4:00)**************************
btwl2cap.sys                Mon Mar  1 21:25:23 2010 (4B8C7713)
btwavdt.sys                 Mon Jul 19 17:42:27 2010 (4C44C6C3)
btwaudio.sys                Mon Jul 19 17:43:27 2010 (4C44C6FF)
btwrchid.sys                Mon Jul 19 17:43:43 2010 (4C44C70F)
igdpmd64.sys                Thu Dec 16 20:39:01 2010 (4D0ABF35)
atikmpag.sys                Thu Dec 30 16:33:05 2010 (4D1CFA91)
atikmdag.sys                Thu Dec 30 17:05:51 2010 (4D1D023F)
SynTP.sys                   Thu Jun  9 20:15:09 2011 (4DF1620D)
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Thu Apr 12 06:52:11.013 2012 (UTC - 4:00)**************************
MpNWMon.sys                 Wed Apr  6 16:07:23 2011 (4D9CC7FB)
MpFilter.sys                Wed Apr  6 16:07:29 2011 (4D9CC801)
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Tue Nov 29 04:44:52.644 2011 (UTC - 4:00)**************************
Accelerometer.sys           Fri Jul 16 11:02:38 2010 (4C40748E)
hpdskflt.sys                Fri Jul 16 11:02:38 2010 (4C40748E)
SynTP.sys                   Thu Dec 16 21:20:50 2010 (4D0AC902)

baobab68 · 28 Aug 2012

Touch wood but as my friend was reporting video freezes, and would often reboot the machine at the first sign of trouble, I figured the freezes might relate to the ATI card (am sure I've seen reference to it somewhere along the way). We had already done the BT drivers in the previous attempt.

The system has motherboard Intel graphics and also ATI graphics. I turned off the ATI graphics and forced it to use the Intel ones only, and touch wood, he hasn't had a crash yet. Not ideal but for his purposes it will work ok - he's not a gamer.

Also he has an extended warranty so if it doesn't work out we can always go that route.