BSOD when computer goes idle

bonezie · 22 Sep 2013

I got a new computer at the end of August. Since I've had it the computer keeps shutting down when idle. I've called Dell multiple times and they just keep having me do a system restore. They recently came and replaced the motherboard and reinstalled the OS. I keep telling them when the problem starts occuring but since running the MCPR tool isn't working, their solution is to keep restoring to factory settings. Their next step is to replace the computer entirely but I'm pretty sure that's not going to solve anything.

The computer came with McAfee installed, and I uninstalled it (uninstalled through control panel > restart > ran MCPR > restart) before installing Kaspersky. This is when I believe the problem starts occurring. I've tried emailing Kaspersky and they just told me to run the MCPR tool and declared the issue resolved. Uninstalling Kaspersky might solve the problem (though disabling the program doesn't) but I have a 3 year subscription and I really don't want it to go to waste. There is another computer in the house that is also an XPS and running Windows 7 so I'm hoping that there is a way to resolve this where I can continue using the program.

I don't know if this is relevant but the computer only seems to shut down when idle when I leave programs running? If I leave Word or Firefox running the computer will shut down if I let it go idle without fail. But there have been a few times when I haven't left anything running and the computer wont shut down.

And in case this is any help this is what I get when windows tells me it shut down unexpectedly:
Problem signature
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033

Extra information about the problem
BCCode: 9f
BCP1: 0000000000000003
BCP2: FFFFFA800D481A10
BCP3: FFFFF80000B9C3D8
BCP4: FFFFFA800CE3D270
OS Version: 6_1_7601
Service Pack: 1_0
Product: 768_1

Attached the zip file from the SF diagnostic tool. Any help would be really appreciated!

Arc · 22 Sep 2013

The BOSD is caused by Dell Wireless 1703 802.11b/g/n (2.4GHz) driver.

Code:

 [  0, 0]   0  0 00000000 00000000 00000000-00000000    

            Args: 00000000 00000000 00000000 00000000
 [  0, 0]   0  0 00000000 00000000 00000000-00000000    

            Args: 00000000 00000000 00000000 00000000
>[ 16, 2]   0  0 fffffa8010995050 00000000 00000000-00000000    
          Unable to load image \SystemRoot\system32\DRIVERS\athrx.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for athrx.sys
*** ERROR: Module load completed but symbols could not be loaded for athrx.sys
 \Driver\athr
            Args: 00015400 00000000 00000005 00000003
 [ 16, 2]   0 e1 fffffa8010984e20 00000000 fffff80003110200-fffffa800d2f38e0 Success Error Cancel pending
           \Driver\vwifibus    nt!PopSystemIrpCompletion
            Args: 00015400 00000000 00000005 00000003

And the driver is somehow old.

Code:

fffff880`06ee6000 fffff880`0719c000   athrx    T (no symbols)           
    Loaded symbol image file: athrx.sys
    Image path: \SystemRoot\system32\DRIVERS\athrx.sys
    Image name: athrx.sys
    Timestamp:        Tue Nov 27 09:47:58 2012 (50B43EF6)
    CheckSum:         002B5491
    ImageSize:        002B6000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

Update it from Dell's site using your service tag.

bonezie · 22 Sep 2013

Downloaded and installed the most recent network driver from Dell but the date hasn't changed in device manager, it still says 11/30/2012 and I'm still having BSOD problems.

Arc · 22 Sep 2013

bonezie said:

Downloaded and installed the most recent network driver from Dell but the date hasn't changed in device manager, it still says 11/30/2012 and I'm still having BSOD problems.

What is the release date of the latest update from dell?

bonezie · 22 Sep 2013

The website says the release date is 7/3/2013 but when I download and extract the files, the date on
athrx.sys says 11/27/2012 so is it that there isn't an updated driver?

Golden · 23 Sep 2013

A quick Google yields this. Seems older, but perhaps worth a try?

Driver Details | Dell US

Arc · 23 Sep 2013

I have asked for more help here. In the mean time, you try one thing.

Follow Power Plan Settings - Change ..... when in Step 5, Expand Wireless Adapter Settings > Expand Power Saving Mode > Apply Low Power Savings > Apply > Ok.

Put the lid down, then open it. BSOD again? Try another option in the same place .... Set maximum performance now.

How does it work now? Any change, or the same BSOD? Let us know.

Edit: Help is already here. Thanks Golden

UsernameIssues · 23 Sep 2013

Visiting support.dell.com and entering in XPS 8700, I see what the OP mentioned:
Attachment 287019

Download/extract to get this:
Attachment 287020
Notice that the XPS 8700 is mentioned.

Visit the folder* to see these dates:
Attachment 287021
27 Nov 2012

Visiting the link that Golden posted, I get this:
Attachment 287029

Download/extract to get this:
Attachment 287023

Visit the folder* to see these dates:
Attachment 287024
30 March 2012

If you pick one of the "Previous Versions"...
...you can get a slightly newer driver than the one Golden linked to
...but slightly older than the one the OP has:
(This link for W7.)
Attachment 287030

Download/extract to get this:
Attachment 287025

Visit the folder* to see these dates:
Attachment 287026
23 Oct 2012

I would try the 23 Oct 2012 driver next. I would extract the files and manually install the drivers. I usually don't install the 100+MB of Dell junk that comes with them.

*I put the downloaded EXE in the folder so that you could see the name & size.

I'm not a fan of Dell products. The Dell that I'm using is from my employer.

edit: I would have posted sooner, but the downloads were throttled ~100kbps.
It took more than 20 minutes per file..... Stupid Dell.
The first two I downloaded almost concurrently.
It took me a while to look for newer files inside of previous versions :-(
So that file came in an hour later.

bonezie · 23 Sep 2013

I haven't had time to try an older version of the driver (I have been at work all morning and will be at class most of the night) but I did fiddle around with the power settings.

Originally set at max performance > shut down when idle
set to low power saving > shut down when idle
set to medium power saving > did NOT shut down when idle

I've since changed it back to max performance, max power saving and low power saving and the computer hasn't shut down on me. Weird. I am going to set it back to max performance and leave it running and see how it is when I get back from class.

Should I still download the older driver or could this possibly have fixed the problem?

bonezie · 23 Sep 2013

Changing power settings didn't work, still got BSOD. Tried installing the older driver from 23 OCT and also still getting BSOD. Used the diagnostic tool again and attached in case anything has changed.

Thanks to everyone who has tried to help! You guys have been more helpful than anyone else so far.