BSOD Dell XPS 16 (various)

[rbr]

Hi there,

Over the past few days my Dell XPS 16 has frozen up or the screen has turned black and it won't respond. After turning off, the laptop then either turns on, but refuses to start - with the volume buttons lit and the volume down button flashing, or starts up. After the volume problem a pause or taking the battery out tends to fix it.

Annoyingly, I wasn't experiencing any BSODs to work out the cause, until today. I thought that it could have been McAfee, as one of the BSODs listed a McAfee driver as a cause, so uninstalled and removed, and replaced with MSE (which I've been meaning to do for a while). The BSOD's tend to happen whilst browsing the internet - flash sites and youtube videos seem to be most common.

I went through the device manager to try and update any drivers and they all said that they didn't need updating.

I have attached a log of everything using the grab all thing, I'd be very grateful for any insight.

 

[Arc]

Hello rbr.

*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

[COLOR=Red]BAD_POOL_HEADER (19)[/COLOR]
The pool is already corrupt at the time of the current request.
This may or may not be due to the caller.
The internal pool links must be walked to figure out a possible cause of
the problem, and then [COLOR=Red]special pool applied to the suspect tags or the driver
verifier to a suspect driver.[/COLOR]
Arguments:
Arg1: 0000000000000020, a pool block header size is corrupt.
Arg2: fffffa80095173d0, The pool entry we were looking for within the page.
Arg3: fffffa8009517450, The next pool entry.
Arg4: 0000000004080008, (reserved)

Debugging Details:
------------------


BUGCHECK_STR:  0x19_20

POOL_ADDRESS: GetPointerFromAddress: unable to read from fffff800034c1100
GetUlongFromAddress: unable to read from fffff800034c11c0
 fffffa80095173d0 Nonpaged pool

CUSTOMER_CRASH_COUNT:  1

DEFAULT_BUCKET_ID:  WIN7_DRIVER_FAULT

PROCESS_NAME:  System

CURRENT_IRQL:  0

TAG_NOT_DEFINED_c000000f:  FFFFF80000BA2FB0

IP_MODULE_UNLOADED: 
Unknown_Module_fffff880`01537040>+389dc21
fffff880`04dd4c61 ??              ???

LAST_CONTROL_TRANSFER:  from fffff8000329aae9 to fffff88004dd4c61

STACK_TEXT:  
fffff800`00b9cc98 fffff800`0329aae9 : 00000000`0019c3c3 fffffa80`062504f8 fffff800`03404e80 00000000`00000001 : <Unloaded_Unknown_Module_fffff880`01537040>+0x389dc21
fffff800`00b9cca0 fffff800`03289c9c : fffff800`03404e80 fffff800`00000002 00000000`00000002 fffff800`00000000 : nt!PoIdle+0x52a
fffff800`00b9cd80 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiIdleLoop+0x2c


STACK_COMMAND:  kb

FOLLOWUP_IP: 
Unknown_Module_fffff880`01537040>+389dc21
fffff880`04dd4c61 ??              ???

SYMBOL_STACK_INDEX:  0

SYMBOL_NAME:  Unknown_Module_fffff880`01537040>+389dc21

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: Unknown_Module_fffff880`01537040

IMAGE_NAME:  Unknown_Module_fffff880`01537040

DEBUG_FLR_IMAGE_TIMESTAMP:  0

FAILURE_BUCKET_ID:  X64_0x19_20_Unknown_Module_fffff880_01537040_+389dc21

BUCKET_ID:  X64_0x19_20_Unknown_Module_fffff880_01537040_+389dc21

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

Your crash dumps are not showing any finite probable cause. In such a situation, it is better to enable Driver Verifier to monitor the drivers.
Driver Verifier - Enable and Disable
Run Driver Verifier for 24 hours or the occurrence of the next crash, whichever is earlier.

   Information

Why Driver Verifier:
It puts a stress on the drivers, ans so it makes the unstable drivers crash. Hopefully the driver that crashes is recorded in the memory dump.

How Can we know that DV is enabled:
It will make the system bit of slow, laggy.

   Warning

Before enabling DV, make it sure that you have earlier System restore points made in your computer. You can check it easily by using CCleaner looking at Tools > System Restore.

If there is no points, make a System Restore Point manually before enabling DV.

   Tip

• If you fail to get on the Desktop because of DV, Boot into Advanced Boot Options > Safe mode. Disable DV there. Now boot normally again, and try following the instruction of enabling DV again.
• If you cannot boot in Safe mode too, do a System Restore to a point you made earlier.

Let us know the results, with the subsequent crash dumps, if any.

Test your RAM modules for possible errors.
How to Test and Diagnose RAM Issues with Memtest86+
Run memtest for at least 8 passes, preferably overnight, per RAM module per slot.

Also, for a safety reason, scan your computer for possible virus infections.

• Anti-rootkit utility TDSSKiller
• Windows Defender Offline

Let us know the results.

 

[rbr]

Hello rbr.

Thanks for the speedy reply. I don't have a working cd/dvd drive, will this be a problem if DV prevents me from accessing safe mode to turn it off?

 

[Arc]

Usually DV does not create a problem for safe mode, as it works with disabling most of the drivers. Still, a bootable USB flash drive will take it nicely.

 

[Saurabh A]

Hi rbr,

Please share if the laptop works when you power it on. If you experience issues, you may try the following troubleshooting steps:
1. Release 'Flea Power':
- Unplug the battery & adapter cable > 'Press and hold down' the power button for 10 - 15 seconds > Plug the adapter cable only > Power on the laptop and at Dell Splash screen, repeatedly tap the 'space-bar' > If 'Windows Resume Loader' prompt appears, tap 'Enter' to 'Delete Restoration Data' > Check the laptop performance again

2. Load BIOS defaults:
- Power off the laptop > Power it back on and at Dell splash screen, repeatedly tap 'F2 key' to access the 'System BIOS' > Tap 'F9 key' to 'Load BIOS defaults' > Tap 'F10 key' to 'Save and Exit BIOS' > Check if the laptop works fine now

3. If you are able to boot to Windows, flash BIOS:
Note: Battery should have 10% or greater charge; Adapter should be connected; No external devices should be connected; All other programs should be closed and documents saved
- Click to access the 'Drivers and Downloads' section on Dell support website > Enter system 'Service Tag' to find all related drivers > Select the 'Operating System' installed in your notebook > Expand and download the latest available BIOS

4. If the system does not respond when you try to power it on, please capture the status of 'Diagnostic Indicators' on your laptop to find the root cause behind the issue; you may refer to the following video: No Post indicators - YouTube

Hope this helps. Do reply if you have any further questions. I would be glad to assist.