BSOD while web browsing and after restoring from Sleep mode

[generalerror]

Hi, for the past week my new Acer laptop has experienced the BSOD exactly twice, both times during web browsing. I've only had it for 2 weeks.

My specs are as listed below:
OS: Windows 7 Home Premium 64-bit SP1
CPU: i7 3630qm @ 2.4ghz
RAM: 16Gb DDR @ 665Mhz, not sure of manufacturer
Motherboard: Acer Type2 (?) model VA70_HC (U3E1)
Graphics: nvidia GeForce GT 640M (driver version 8.17.12.9632), Intel HD graphics 4000 (driver version 8.15.10.2653).

I've attached both mini dump files. Any help would be much appreciated in resolving this issue, thank you

 

[Northernsoul55]

Hi generalerror,

Please can you add your systems specs to your profile? Here's how:

:ar: http://www.sevenforums.com/tutorials/180324-system-info-see-your-system-specs.html#post1530002

Also please reconfigure windows to collect the correct info. You want small memory dumps - "Mini-Dumps"

:ar: http://www.sevenforums.com/tutorials/174459-dump-files-configure-windows-create-bsod.html

And here are the instructions for posting:

:ar: http://www.sevenforums.com/crashes-debugging/96879-blue-screen-death-bsod-posting-instructions.html

Cheers

Dave

 

[generalerror]

Hi Dave, thanks for the reply. I've tried to use SystemInfo.exe and it doesn't work, a message appears saying "you must first install one of the following versions of the .NET framework: v4.0.30319". My system is fully up to date with Windows update.

I've run the SF Diagnostic tool, here is the file. Thanks again

 

[Northernsoul55]

Hi general,

Thanks for new .dmp logs,

Stop message 0x0000000A on an existing installation Descriptive text: IRQL_NOT_LESS_OR_EQUAL
Usual cause: Drivers are using improper memory addresses.

*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************
IRQL_NOT_LESS_OR_EQUAL (a)
An attempt was made to access a pageable (or completely invalid) address at an
interrupt request level (IRQL) that is too high. This is usually
caused by drivers using improper addresses.

BugCheck A, {0, 2, 0, fffff80002e8d242}
Probably caused by : dxgmms1.sys

2: kd> lmvm dxgmms1
start end module name
fffff880`0312d000 fffff880`03173000 dxgmms1 (pdb symbols) c:\symbols\dxgmms1.pdb\0901C357E9E846EE8C2FBCC8107163201\dxgmms1.pdb
Loaded symbol image file: dxgmms1.sys
Mapped memory image file: c:\symbols\dxgmms1.sys\4CE799C146000\dxgmms1.sys
Image path: \SystemRoot\System32\drivers\dxgmms1.sys
Image name: dxgmms1.sys
Timestamp: Sat Nov 20 09:49:53 2010 (4CE799C1)
CheckSum: 00047A89
ImageSize: 00046000
File version: 6.1.7601.17514
Product version: 6.1.7601.17514
File flags: 0 (Mask 3F)
File OS: 40004 NT Win32
File type: 3.7 Driver
File date: 00000000.00000000
Translations: 0409.04b0
CompanyName: Microsoft Corporation
ProductName: Microsoft® Windows® Operating System
InternalName: dxgmms1.sys
OriginalFilename: dxgmms1.sys
ProductVersion: 6.1.7601.17514
FileVersion: 6.1.7601.17514 (win7sp1_rtm.101119-1850)
FileDescription: DirectX Graphics MMS
LegalCopyright: © Microsoft Corporation. All rights reserved.

DirectX Graphics MMS Timestamp: Sat Nov 20 09:49:53 2010

Please update your DirectX to latest version or reinstall if not successful:

:ar: How to download and install DirectX

fffff880`03b8f148 fffff880`102e2a89Unable 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

Problem driver: igdkmd64.sys

Relates to : Intel Graphics driver

Possibly a hardware conflict between your video card and Motherboard when using 64bit drivers.

Intel® Driver Update Utility

Update any relevant drivers

[BIOS Information (Type 0) - Length 24 - Handle 0000h]
Vendor Insyde Corp.
BIOS Version V1.10
BIOS Starting Address Segment e000
BIOS Release Date 07/23/2012
BIOS ROM Size 400000

Ensure you have the latest bios update, found under BIOS tab: You want Version 1.12 4.7MB 11/26/2012

:ar: http://support.acer.com/product/default.aspx?modelId=4100

Please post back with another .dmp log if you experience another crash after Updates

Cheers

Dave

 

[generalerror]

Thank you VERY much! I will do everything you suggested and get back to you, I can't express my thanks enough

 

[generalerror]

Hi again Dave,

I followed your advice. I tried to find a way to update DirectX but I wasn't sure how, even when visiting the page you provided. I'm not sure how to upgrade it
I upgraded the Intel Graphics drivers first, as advised. Then the next day, BSOD occurred again.
After that I upgraded the BIOS to 1.12 and immediately after experienced another BSOD. So two BSODs in one day, within short span of each other.

Also since updating Windows with Updater, I've been able to use SystemInfo.exe, and my spec details are updated.
I have attached the mini dump files again. Thank you again for your help, any assistance is very much appreciated

 

[Northernsoul55]

Hi,

Sorry to hear that.

Ok Please run Windows update and see what updates are available now, look at optional updates also? Dirext X is updated this way also.

http://update.microsoft.com/

Run SFC to check the integrity of all Windows 7 system files:

Click on the Start > Type in search cmd
Right click cmd at top and Run as Administrator
Type SFC /scannow at the prompt

http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

Also please Run chkdsk /f/r in an elevated command prompt.

http://www.sevenforums.com/tutorials/433-disk-check.html

Click on the Start > Type in search cmd
Right click cmd at top and Run as Administrator
At the command prompt please type: chkdsk /f/r
(Note: there is a space between chkdsk and /f/r)

In the meantime I will look at your dump files again

cheers

Dave

 

[generalerror]

Thanks, I ran Windows Update and installed all updates. No updates available for DirectX though, still unsure of how to update that.

I checked the integrity of all Windows 7 system files via the elevated command prompt, and "Windows Resource Protection did not find any integrity violations". Also did the Run chkdsk C:/f/r in an elevated command prompt. Didn't seem to be any problems.

But anticipating another BSOD soon I wonder, was it beneficial to upgrade to the newer BIOS?

 

[koolkat77]

Start Menu	Public:Start Menu	Public
Start Menu\Programs\McAfee	Public:Start Menu\Programs\McAfee	Public
Start Menu\Programs\McAfee Family Protection	Public:Start Menu\Programs\McAfee Family Protection	Public

McAfee is a frequent cause of BSOD-s, consider uninstalling it with the McAfee Removal Tool and replace with Microsoft Security Essentials (To test)

• How to uninstall or reinstall supported McAfee products using the Consumer Products Removal tool (MCPR)
  • McAfee Removal Tool - McAfee Uninstaller

Microsoft Security Essentials.

Recommended from a strict BSOD perspective, compatibility & stability compared to other antiviruses/internet security software. It is free and lightweight:-

• Microsoft Security Essentials - Free Antivirus for Windows
  • Malwarebytes : Malwarebytes Anti-Malware removes malware including viruses, spyware, worms and trojans, plus it protects your computer
    • http://www.sevenforums.com/system-security/206705-good-free-system-security-combination.html
    • How to Scan Your Computer With Multiple Antivirus Programs - How-To Geek

   Warning

:ar: Do not start the free trial of Malware Bytes; remember to deselect that option when prompted.

Run a full scan with both (separately) once downloaded, installed and updated.

Reduce items at start-up. Nothing except anti-virus is required plus improves the time for logging in windows.

• http://www.sevenforums.com/tutorials/1401-startup-programs-change.html
• http://www.sevenforums.com/tutorial...ation-conflicts-performing-clean-startup.html
  
  Click on the Start rb: ► Control Panel ► Programs ► Uninstall a program ► Uninstall everything related to "NVIDIA" and reboot the system. Delete remnants of its drivers/older drivers using Driver Sweeper.
  
  Tutorial here:
  
  :ar: http://www.sevenforums.com/tutorial...over-files-after-uninstalling.html#post726559​
  
  Now install the drivers linked on this Nvidia link:
  • NVIDIA DRIVERS 306.23WHQL

Let us know the results.

BSOD BUGCHECK SUMMARY

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

Use !analyze -v to get detailed debugging information.

BugCheck 9F, {3, fffffa800e36da10, fffff80000b9c3d8, fffffa80115d2c60}

Unable to load image nvlddmkm.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for nvlddmkm.sys
*** ERROR: Module load completed but symbols could not be loaded for nvlddmkm.sys
Probably caused by : ACPI.sys

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

0: kd> !analyze -v
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

DRIVER_POWER_STATE_FAILURE (9f)
A driver has failed to complete a power IRP within a specific time (usually 10 minutes).
Arguments:
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: fffffa800e36da10, Physical Device Object of the stack
Arg3: fffff80000b9c3d8, nt!TRIAGE_9F_POWER on Win7, otherwise the Functional Device Object of the stack
Arg4: fffffa80115d2c60, The blocked IRP

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


DRVPOWERSTATE_SUBCODE:  3

DEVICE_OBJECT: fffffa800e359b00

DRIVER_OBJECT: fffffa800d31c580

IMAGE_NAME:  ACPI.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  4ce79294

MODULE_NAME: ACPI

FAULTING_MODULE: fffff88000e00000 ACPI

IRP_ADDRESS:  fffffa80115d2c60

CUSTOMER_CRASH_COUNT:  1

DEFAULT_BUCKET_ID:  WIN7_DRIVER_FAULT

BUGCHECK_STR:  0x9F

PROCESS_NAME:  System

CURRENT_IRQL:  2

TAG_NOT_DEFINED_c000000f:  FFFFF80000BA2FB0

STACK_TEXT:  
fffff800`00b9c388 fffff800`02f056d2 : 00000000`0000009f 00000000`00000003 fffffa80`0e36da10 fffff800`00b9c3d8 : nt!KeBugCheckEx
fffff800`00b9c390 fffff800`02ea5c3c : fffff800`00b9c4f0 fffff800`00b9c4f0 00000000`00000000 00000000`00000001 : nt! ?? ::FNODOBFM::`string'+0x33ac0
fffff800`00b9c430 fffff800`02ea5ad6 : fffffa80`13e1a798 fffffa80`13e1a798 00000000`00000000 00000000`00000000 : nt!KiProcessTimerDpcTable+0x6c
fffff800`00b9c4a0 fffff800`02ea59be : 00000001`8ec00b15 fffff800`00b9cb18 00000000`0000a783 fffff800`030112e8 : nt!KiProcessExpiredTimerList+0xc6
fffff800`00b9caf0 fffff800`02ea57a7 : 00000000`5dd7dec6 00000000`0000a783 00000000`5dd7de76 00000000`00000083 : nt!KiTimerExpiration+0x1be
fffff800`00b9cb90 fffff800`02e92cca : fffff800`0300de80 fffff800`0301bcc0 00000000`00000001 fffff800`00000000 : nt!KiRetireDpcList+0x277
fffff800`00b9cc40 00000000`00000000 : fffff800`00b9d000 fffff800`00b97000 fffff800`00b9cc00 00000000`00000000 : nt!KiIdleLoop+0x5a


STACK_COMMAND:  kb

FOLLOWUP_NAME:  MachineOwner

FAILURE_BUCKET_ID:  X64_0x9F_3_IMAGE_ACPI.sys

BUCKET_ID:  X64_0x9F_3_IMAGE_ACPI.sys

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

0: kd> !irp fffffa80115d2c60
Irp is active with 4 stacks 2 is current (= 0xfffffa80115d2d78)
 No Mdl: No System Buffer: Thread 00000000:  Irp stack trace.  
     cmd  flg cl Device   File     Completion-Context
 [  0, 0]   0  0 00000000 00000000 00000000-00000000    

			Args: 00000000 00000000 00000000 00000000
>[ 16, 2]   0 e1 fffffa800e359b00 00000000 fffff8800f7ce56c-fffffa8013134410 Success Error Cancel pending
	       \Driver\ACPI	nvlddmkm
			Args: 00000000 00000001 00000001 00000000
 [ 16, 2]   0 e1 fffffa80113c0480 00000000 00000000-00000000    pending
	       \Driver\nvlddmkm
			Args: 00000000 00000001 00000001 00000000
 [  0, 0]   0  0 00000000 00000000 00000000-fffffa80136bc1f0    

			Args: 00000000 00000000 00000000 00000000

lmvm nvlddmkm
start             end                 module name
fffff880`0f626000 fffff880`103f6000   nvlddmkm T (no symbols)           
    Loaded symbol image file: nvlddmkm.sys
    Image path: nvlddmkm.sys
    Image name: nvlddmkm.sys
    Timestamp:        Wed Mar 21 17:55:01 2012 (4F69C195)
    CheckSum:         00DBEBBD
    ImageSize:        00DD0000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

 

[generalerror]

Thanks very much Koolkat for your help. My nvidia control panel recommended a different driver for updating my laptop, the GeForce 310.90 WHQL, released on Jan 05. Should I install that instead of 306.23? Thank you

 

[koolkat77]

There are some problems with the latest version.

 

[generalerror]

I updated the nvidia driver to the latest version, and things seemed fine after that. Thought it was all solved.
But just experienced another BSOD now. I've attached the relevant files. Thanks for your help again

 

[koolkat77]

Performed the rest of the steps?

 

[generalerror]

McAfee came preloaded on the laptop and the laptop is brand new. Is it likely that McAfee is the cause? I am in the process of removing it now though

 

[koolkat77]

Most probably. If you search our forum you will see many threads solved by removing mcafee.

Here's a recent one for reference: http://www.sevenforums.com/bsod-hel...eederror-driver_irq_not_less.html#post2231366

I reckon Norton and McAfee both causing BSOD-s when restoring a system from sleep mode.

 

[generalerror]

Thank you for helping me out again. I've removed McAfee as instructed, installed Microsoft Security Essentials and Malwarebytes, run both scans, found nothing in both. Also I've reduced items at start up. Guess I'll now wait and see if there will be another BSOD.

 

[koolkat77]

No problem. Just post if you get bsod again.

 

[generalerror]

Hi again Koolkat
I turned the laptop on, and 30 minutes into web browsing and BSOD occurred again.
Here are the dump files. This zip includes all the previous dump files as well. Thanks again for your help

 

[koolkat77]

Let's run driver verifier and see if it catches any misbehaving drivers:

• Driver Verifier Enable/Disable

Is your laptop within warranty?

 

[generalerror]

thanks, I will run Driver Verifier. yes the laptop is well within warranty, it's less than a month old