Random crash / shutdown when sleeping

JohnHa · 21 Jun 2014

My HP Pavilion W7 Home Edition 64 bit desktop suddenly started to power off at random when sleeping - it has happened about 20 times in the past two weeks. I am almost certain that it does not happen if I stop it from sleeping. I return to the PC and find it has powered off. When I power the PC on I get the "Windows did not shut down properly ..." screen.

I reseated the memory and system board plugs; cleaned the dust from the fans and heatsinks; used the HP drivers update utility to update my drivers (which wasn't a good idea as it gave me drivers for things I don't have); used Device Manager to check each and every driver and updated only those which required updating; but none of these fixed it. I then restored to a previous restore point before the shutdowns started, but that did not fix it either (and may have un-done some of the driver updates). I thought it best to ask for advice so I gathered the data requested - see attached debug-Lounge-PC-xxxx.ZIP file. The machine is standard without modifications and Windows is up to date. chkdsk /f and sfc /scannow ran OK.

All help will be gratefully appreciated.

ICIT2LOL · 21 Jun 2014

Hello and welcome John mat soiunds a tad like a power sipply problem. Try this

Using HW Info

You can test the volts on the PSU with HWInfo HWiNFO, HWiNFO32/64 -Download < download the right bit version andclose the right hand window select Sensors and scroll down to the power sectionwhere you will see what the volts are doing see my pic.

The original right hand window shows themachine running and is handy for that but for looking at the components in some detail close it and use themain left hand side panel

FOR OTHER COMPONENTS

Open each + down into the componentitself and then click on it - in theright hand side will appear all sorts of details including brands speeds andother essential info that device. See pic for example.

derekimo · 21 Jun 2014

Hi There,

It looks like your graphics driver,

Code:

Unable to load image \SystemRoot\system32\DRIVERS\igdkmd64.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for igdkmd64.sys
*** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys
 igdkmd64+0x18c8c9

It's pretty old too,

Code:

 Loaded symbol image file: igdkmd64.sys
    Image path: \SystemRoot\system32\DRIVERS\igdkmd64.sys
    Image name: igdkmd64.sys
    Timestamp:        Fri Oct 15 22:28:37 2010 (4CB93805)
    CheckSum:         00A2BBB0
    ImageSize:        00A209A0
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

I don't see one from HP available so you can try this one,

https://downloadcenter.intel.com/Det...adType=Drivers

It's newer than yours. That may fix it.

I notice you have Cobian backup too, the bugcheck for most all of your dumps has a possible cause of incompatible backup software.

If that driver doesn't fix it I would try uninstalling Cobian.

Let us know how things go.

JohnHa · 22 Jun 2014

Thank you for your responses - I am very grateful.

I first looked at the voltages, and ran HWInfo, getting the ambiguous results below. I couldn't see values for 5V or 12V, and I couldn't believe that what should be 3V was only 1.6V, so I opened up the case and measured the actual voltages at the PSU plug on the motherboard, getting:

Black - Orange (3.3V) 3.36V measured
Black - Red (5V) 5.03V measured
Black - Yellow (+12V) +11.80 measured
Black - Blue (-12V) -11.90V measured

I then thought that a faulty PSU must be likely as I am pretty certain that I only get the "power down" when the PC is sleeping, which presumably means it isn't running software. On second thoughts, I suppose it could be "powering off" when it is asked to come out of sleep mode, so a faulty driver could be my problem.

A new 300W ATX PSU isn't expensive so I will order one even though the measured voltages looked OK when the PC was running.

It seems strange to me that it started suddenly on 8 June so I checked what software and updates I installed around then. On 8 June I installed Audacity and updated Dropbox to 2.8.2. No W7 updates were installed around then. I have therefore uninstalled Audacity (with difficulty - I needed an uninstaller as W7 refused). I also checked Dropbox and see that 2.8.3 is now available so I installed that - it seems strange that it should come out so quickly afer my updating to 2.8.2.

I then turned to the Graphics Driver. The HP site offers me

Released: 2009-10-14
File name: sp43162.exe [1/1, 27.14M]
Version: 8.15.10.1851
Compatibility: Microsoft Windows 7 (64-bit)

I used the Intel site to scan my PC and it was adamant that my driver was supplied by the vendor and I should only get an update from the vendor, and not Intel.

A customized computer manufacturer driver is installed on your computer. The Intel Driver Update Utility is not able to update the driver. Installing a generic Intel driver instead of the customized computer manufacturer driver may cause technical issues. Contact your computer manufacturer for the latest driver for your computer.

I therefore thought it best first to try restoring the previous version, so I did so, getting as below:
Manuf: Intel Corporation
Date: 15/10/2010
Ver: 8.15.10.2226.

I am confused because it looks the same as the one in the reports I uploaded, so perhaps it did not roll back. However it appears to be a later version (.2226 compared with .1851) that that offered by the HP site (see above).

I then downloaded the version derekimo suggested thinking I could always roll back if there were any problems, but it gave an error when I ran setup.exe saying it was not validated for this computer, and it exited.

NB I searched through the files I uploaded, including the dmp files with Blue Screen View, but I could not find the location of the error message derekimo quoted - in which file is it?

I will also temporarily disable Cobian, though I have used it for many years without problems. I use VSS with it so that I can backup "live, open" files.

I will keep posting with my experiences - it takes a bit of time to have the fault happen.

Layback Bear · 22 Jun 2014

JohnHa I noticed your vBAT 3V is way to low. It is the battery on your motherboard that allows the motherboard to remember the cmos when the computer is not running.
Replacing that battery might not solve your problem but it should be replaced and the cmos set to defauld. You will also have to set the time and date in the bios.

ICIT2LOL · 22 Jun 2014

I agree with Layback Bear and 300watts is not really that large you must take into account it is the +12v rail that is the probablt the most important and the 300 watts is made up of the total;s of the other rails. So just for example the +12v rail might only be delivering say 14 amps which equate to 140 watts - this is an example only.

I think if you can you could use this to check what wattage PSU you need and then it will give you the least and a recommneded size PSU. eXtreme Power Supply Calculator

Now to find the components I find this is the best thing to use . HWiNFO, HWiNFO32/64 - Download

Using HW Info

You can test the volts on the PSU with HWInfo HWiNFO, HWiNFO32/64 -Download < download the right bit version andclose the right hand window select Sensors and scroll down to the power sectionwhere you will see what the volts are doing see my pic.

The original right hand window shows themachine running and is handy for that but for looking at the components in some detail close it and use themain left hand side panel

FOR OTHER COMPONENTS

Open each + down into the componentitself and then click on it - in theright hand side will appear all sorts of details including brands speeds andother essential info that device. See pic for example.

derekimo · 22 Jun 2014

JohnHa said:

I then turned to the Graphics Driver. The HP site offers me

Released: 2009-10-14
File name: sp43162.exe [1/1, 27.14M]
Version: 8.15.10.1851
Compatibility: Microsoft Windows 7 (64-bit)

I used the Intel site to scan my PC and it was adamant that my driver was supplied by the vendor and I should only get an update from the vendor, and not Intel.

A customized computer manufacturer driver is installed on your computer. The Intel Driver Update Utility is not able to update the driver. Installing a generic Intel driver instead of the customized computer manufacturer driver may cause technical issues. Contact your computer manufacturer for the latest driver for your computer.

I therefore thought it best first to try restoring the previous version, so I did so, getting as below:
Manuf: Intel Corporation
Date: 15/10/2010
Ver: 8.15.10.2226.

I am confused because it looks the same as the one in the reports I uploaded, so perhaps it did not roll back. However it appears to be a later version (.2226 compared with .1851) that that offered by the HP site (see above).

I then downloaded the version derekimo suggested thinking I could always roll back if there were any problems, but it gave an error when I ran setup.exe saying it was not validated for this computer, and it exited.

NB I searched through the files I uploaded, including the dmp files with Blue Screen View, but I could not find the location of the error message derekimo quoted - in which file is it?

I will also temporarily disable Cobian, though I have used it for many years without problems. I use VSS with it so that I can backup "live, open" files.

I will keep posting with my experiences - it takes a bit of time to have the fault happen.

Yeah, that version from HP is right about the time Windows 7 was released, so that is an original driver.

Sometimes you can use the Intel site, obviously this wasn't one of them. Sorry about the run around.

As for why the driver rolled back to a newer version than what you found at HP, I'm guessing at some point it was updated since you got the computer or HP decided to just keep the bare minimum original drivers available for download.

For the detailed output I posted, which you couldn't find in Blue Screen View because it is a basic tool and only shows the Bug Check and a probably caused by, which is almost always not the actual cause.

I use Windbg to get those outputs with a few commands from the .dmp files.

You are getting some great advice from the others as well, if you do get any more BSOD's I'll be happy to look those over for you.

Very good feedback from you. Let us know how things go.

JohnHa · 24 Jun 2014

Thank you for your responses.

I removed the BIOS battery and measured it at 3.2V. For some strange reason, HWiNFO 64 (and the Beta) is only reporting my voltages as half what they really are.

I have since done the following and unfortunately it is still happening although it ran for several hours in sleep without a problem (I hate intermittent problems!):

1 Disabled Cobian and the VSS - the power downs still l happened. I have still got them disabled.

2 Using HWiNFO to tell me the motherboard, I downloaded the Evans BIOS firmware and installed it. I had taken the BIOS update from the HP Pavilion p6203uk site, but was not happy about it.

3 I noticed that the PC was in sleep mode with its sleep-light ON. I hit Enter to wake it up and it immediately powered down. So, sometimes it powers down when in sleep; but sometimes it powers down when I hit Enter to wake it.

4 I created a Ubuntu bootable USB stick using the instructions at How to create a bootable USB stick on Ubuntu | Ubuntu and ran it with Ubuntu in sleep mode for several hours. IT didn't fail. The idea was to separate out the hardware - if it is the PSU, it should fail under Ubuntu as well. I need to repeat this test leaving it longer.

5 I have got fed up waiting for it to reboot each time so I have bought a 240GB SSD SATA disk and I will install the W7 system on it when it arrives. I have always wanted a separate C: drive, with my data on D: and this will be ideal. I am looking forward to see if it is as good as everyone says.

6 PSU. My HP ATX PSU is a 300W PSU, but the label says +5V @ 25A and +12 @ 19A. I have an older 300W ATX, but it is rated at only 5v @ 20A and +12V @ 13A. I am tempted to try it because the eXtreme Power Supply Calculator Lite said I need only 155W and should use a 200W PSU. I also tried the PSU Watts And Rails Calculator at PSU Watts and Rails Calculator which said I needed 171W, and broke it down as 3.3V@2A, 5V@5.2A and +12V@11A. So my old ATX PSU should be OK to try, especially if I don't power the CD/DVD drive and remove the Audio and Wireless PCI cards. I am also trying friends to borrow a PSU from a discarded machine.

6 Following one of the power downs I got the Restore page - I forget how - and I? it? chose to restore me to what it thought was the latest good system. It had obviously gone back because I had to un-install some software I had been cleaning out.

Proposed course of action from here:

1 Try my spare ATX PSU. It is current limited so it should not damage anything, nor itself.

2 Leave it in Ubuntu sleep mode overnight.

3 When the SSD disk arrives in 2-3 days time, re-install W7 on the SSD and see if that fixes it.

I will keep posting and if I find what is causing the problem, or find it goes away, I will report back.

JohnHa · 24 Jun 2014

derekimo

You may have be on the right track with your observation about the graphics driver failing to load.

The HP download site has the Intel G41 Express driver version 8.15.10.1851 as the one for my PC. For some reason I have 8.15.10.226 installed (I recollect upgrading it a year or two ago) which Free Driver Download for Intel(R) G41 Express Chipset - Pegatron Pegatron says is for an ASUS PC. I rolled back the driver finding yet another version (I did not record it) and installed the 8.15.10.1851 from the HP site. It is too early to say if it has fixed my problem.

I have also discovered Sleeper from PassMark Sleeper - Hibernate and sleep state testing software which is a magic free utility which allows you to cycle the PC in and out of the various sleep modes while it records everything which happens.

derekimo · 24 Jun 2014

Well, when the dump files point out a driver failing to load, I can't really take the credit. :)

Sounds like you are doing some good troubleshooting, keep us posted with your findings.

We try not to recommend drivers from any place except the OEM or Manufacturer, sometimes there is no alternative but it is rare.

Random crash / shutdown when sleeping

Random crash? shutdown? power off? when sleeping