Solved BSODs - 1000007e & 116

[ProdigyGamer]

116 BSOD uploaded to SkyDrive: 031113-49623-01

https://skydrive.live.com/#cid=F95989B014D867BA&id=F95989B014D867BA%21115

I had just finished watching a small YouTube Video linked on Facebook, clicked on a new pages and was looking at photo's when my screen went black then power save mode then restarted with a Dump report. This is what always happens.

 

[Saurabh A]

Hi ProdigyGamer,

Thank you for the reply.

'nvlddmkm.sys' driver causing the same error: 'VIDEO_TDR_FAILURE (116)'

Loading Dump File [C:\Errors\031113-49623-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Symbol search path is: SRV*c:\symbols*http://msdl.microsoft.com/download/symbols
Executable search path is: 
Windows 7 Kernel Version 7601 (Service Pack 1) MP (12 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS
Built by: 7601.18044.amd64fre.win7sp1_gdr.130104-1431
Machine Name:
Kernel base = 0xfffff800`03a05000 PsLoadedModuleList = 0xfffff800`03c49670
Debug session time: Mon Mar 11 09:09:08.974 2013 (UTC + 5:30)
System Uptime: 0 days 0:13:16.833
Loading Kernel Symbols
...............................................................
................................................................
........................................
Loading User Symbols
Loading unloaded module list
......
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {fffffa801a5a6010, fffff880073726c4, ffffffffc000009a, 4}

*** WARNING: Unable to verify timestamp for nvlddmkm.sys
*** ERROR: Module load completed but symbols could not be loaded for nvlddmkm.sys
Probably caused by : nvlddmkm.sys ( nvlddmkm+9316c4 )

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

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

VIDEO_TDR_FAILURE (116)
Attempt to reset the display driver and recover from timeout failed.
Arguments:
Arg1: fffffa801a5a6010, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
Arg2: fffff880073726c4, The pointer into responsible device driver module (e.g. owner tag).
Arg3: ffffffffc000009a, Optional error code (NTSTATUS) of the last failed operation.
Arg4: 0000000000000004, Optional internal context dependent data.

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


FAULTING_IP: 
nvlddmkm+9316c4
fffff880`073726c4 4055            push    rbp

DEFAULT_BUCKET_ID:  VERIFIER_ENABLED_VISTA_MINIDUMP

CUSTOMER_CRASH_COUNT:  1

BUGCHECK_STR:  0x116

PROCESS_NAME:  System

CURRENT_IRQL:  0

STACK_TEXT:  
fffff880`08aa2a48 fffff880`07546000 : 00000000`00000116 fffffa80`1a5a6010 fffff880`073726c4 ffffffff`c000009a : nt!KeBugCheckEx
fffff880`08aa2a50 fffff880`07519867 : fffff880`073726c4 fffffa80`24a7e000 00000000`00000000 ffffffff`c000009a : dxgkrnl!TdrBugcheckOnTimeout+0xec
fffff880`08aa2a90 fffff880`07545e0f : fffffa80`ffffd84d ffffffff`fffe7960 fffffa80`1a5a6010 00000000`00000000 : dxgkrnl!DXGADAPTER::Reset+0x2a3
fffff880`08aa2b40 fffff880`05da7ec1 : fffffa80`1a5a0d50 00000000`00000080 00000000`00000000 fffffa80`225b6410 : dxgkrnl!TdrResetFromTimeout+0x23
fffff880`08aa2bc0 fffff800`03d1b34a : 00000000`068e918e fffffa80`22479b50 fffffa80`1942cb30 fffffa80`22479b50 : dxgmms1!VidSchiWorkerThread+0x101
fffff880`08aa2c00 fffff800`03a6b946 : fffff880`03942180 fffffa80`22479b50 fffff880`0394d1c0 fffffa80`249d3f20 : nt!PspSystemThreadStartup+0x5a
fffff880`08aa2c40 00000000`00000000 : fffff880`08aa3000 fffff880`08a9d000 fffff880`08aa24d0 00000000`00000000 : nt!KxStartSystemThread+0x16


STACK_COMMAND:  .bugcheck ; kb

FOLLOWUP_IP: 
nvlddmkm+9316c4
fffff880`073726c4 4055            push    rbp

SYMBOL_NAME:  nvlddmkm+9316c4

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: nvlddmkm

IMAGE_NAME:  nvlddmkm.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  5116d804

FAILURE_BUCKET_ID:  X64_0x116_VRF_IMAGE_nvlddmkm.sys

BUCKET_ID:  X64_0x116_VRF_IMAGE_nvlddmkm.sys

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

Common issues that can cause a TDR:

• Incorrect memory timings or voltages
• Insufficient/problematic PSU
• Corrupt driver install
• Overheating
• Unstable overclocks (GPU or CPU)
• Incorrect MB voltages (generally NB/SB)
• Faulty graphics card
• A badly written driver or piece of software, but this is an unlikely cause in most cases
• Driver conflicts
• Another possibility is that you are simply asking too much of your graphics card. What I mean by this, is that if you have your settings too high and the graphics card struggles and falls to very 'low FPS'; something graphically complex occurs and the 'GPU' may not be able to respond and a 'TDR error may occur'

Please try the following troubleshooting steps:

1. Try remove the 'display drivers' from 'Device Manager' and try re-installing from 'nVidia website'. Before beginning the uninstall process there are a few things you need to do:
- Stop windows from installing updates automatically. Go to your control panel, then windows upate, then change settings. Change this setting to "Check for updates but let me choose whether to download and install them."
- Disable or turn off any antivirus you have running, especially any that have some sort of real time scanner
- Disable the 'system monitoring software', if installed. Especially the ones that are set to launch when you start Windows. If you are using any of these software to overclock your 'graphics card', you need to return you cards to stock settings
- Go to your control panel and go to programs and features or add/remove programs
- Uninstall the NVIDIA Stereoscopic 3D Driver & NVIDIA PhysX
- Open 'Device Manager' to uninstall the 'nVidia device driver' listed under 'Display Adapters'
- Navigate to C:/NVIDIA/ (And delete the 'DisplayDriver' folder)
- Navigate to C:/Program Files (x86)/ (And delete the entire 'NVIDIA Corporation' folder)
- Go to this folder c:/Windows/System32/DriverStore/FileRepository; delete any folder that begins with 'nv_disp.inf'
- Restart the system in 'Safe Mode' http://www.sevenforums.com/tutorials/69585-safe-mode.html
- Use this tutorial to clean up the residues of the previous display driver: http://www.sevenforums.com/tutorials/83814-drivers-clean-left-over-files-after-uninstalling.html
- Restart the system and install fresh display drivers from the 'nVidia website' as before.

2. If you added any new hardware or updated/installed any new drivers immediately before the issue re-occurred, try rolling them back and check results.

3. Run diagnostics on the 'graphics card' and check for abnormal rise in temperature. You may refer to this tutorial: http://www.sevenforums.com/tutorials/100356-video-card-stress-test-furmark.html

4. Reset the BIOS to factory defaults.
Restart the system and repeatedly tap 'F2 key' at 'Dell splash screen' to enter the 'system setup'. Tap 'F9 key' to 'restore defaults' and tap 'F10 key' to save settings.

Hope this helps. Do reply with the findings.

 

[ProdigyGamer]

- Go to this folder c:/Windows/System32/DriverStore/FileRepository; delete any folder that begins with 'nv_disp.inf'

I am stuck on this part, I do not have permission now to delete the folder after I did a format and fresh install a few days ago, i used to have this setup so that I was the administrator as I am the only one who uses the PC and it is a home/private PC that is never shared.

Any suggestions? I have tried changing permissions but it will not let me delete the folder and this will become annoying in the future.

 

[Saurabh A]

Hi ProdigyGamer,

Please try the following steps to see if they help:
- Right click on the folder and go to 'properties'
- A window will pop up and you need to go the 'security' tab
- At the bottom next to where it says 'For special permissions.....' click the 'advanced' button
- Another window will pop up and you need to go the 'owner' tab
- At the bottom of this window, click the 'edit' button and another window will pop up
- You will see a box in this window that says 'Change owner to:' at the top. In this box, click/highlight the name that has 'Administrators' in it
- Cick 'Apply' and then 'OK' to close that window
- Click 'OK' to close the Advanced Security Settings window
- Click 'OK' to close the properties window
- Now, again right click on the folder and go to properties
- Again, a window will pop up and you need to go to the "security" tab
- Click the 'Edit' button next to where it says 'To change permissions, click Edit' and another window will pop up
- In this new window, in the box under where it says 'Group or user names:' click/highlight 'Everyone'
- Now, in the box that says 'Permissions for Everyone', click the box in the 'Allow' Column next to 'Full Control'
- Cilck 'Apply' and then ok to close the window
- Click 'OK' to close the properties window

Hope this helps you change the permissions. Do reply with the results; glad to assist.

 

[ProdigyGamer]

That worked and allowed me to delete the folder, thank you Saurabh.

Continuing with the rest of your instructions now.

 

[ProdigyGamer]

I was able to follow your instructions without issue until I got to the "Furmark - Stress Test point".

First run - just under 2 mins then crash - 031113-35724-01

Recovered from crash and restarted Furmark - Stress Test.

Second run - roughly 20 seconds then crash - 031113-51542-01

Both uploaded to SkyDrive: https://skydrive.live.com/#cid=F95989B014D867BA&id=F95989B014D867BA%21115

Both GPUs got up to around 87c-89c before the first crash after only around 1 min 45 seconds of running test.

Monitor goes blank, then sleep mode then unresponsive then auto reboot with dump report, this is what happens every time now, no more BSODs just black screen/sleep/hibernate mode then auto reboot.

Is there a report from the test I can upload?

 

[Saurabh A]

Hi ProdigyGamer,

Thank you for the reply.

The crash dump persists with the same error as before. Since the 'nvlddmkm.sys' driver continues to crash despite 'driver re-installation', it may point at a possible 'hardware issue' with the 'video card'.

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

Use !analyze -v to get detailed debugging information.

BugCheck 116, {fffffa801a4be010, fffff880073c16c4, ffffffffc000009a, 4}

Unable to load image \SystemRoot\system32\DRIVERS\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 : nvlddmkm.sys ( nvlddmkm+9316c4 )

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

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

VIDEO_TDR_FAILURE (116)
Attempt to reset the display driver and recover from timeout failed.
Arguments:
Arg1: fffffa801a4be010, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
Arg2: fffff880073c16c4, The pointer into responsible device driver module (e.g. owner tag).
Arg3: ffffffffc000009a, Optional error code (NTSTATUS) of the last failed operation.
Arg4: 0000000000000004, Optional internal context dependent data.

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


FAULTING_IP: 
nvlddmkm+9316c4
fffff880`073c16c4 4055            push    rbp

DEFAULT_BUCKET_ID:  VERIFIER_ENABLED_VISTA_MINIDUMP

CUSTOMER_CRASH_COUNT:  1

BUGCHECK_STR:  0x116

PROCESS_NAME:  System

CURRENT_IRQL:  0

STACK_TEXT:  
fffff880`088eaa48 fffff880`05665000 : 00000000`00000116 fffffa80`1a4be010 fffff880`073c16c4 ffffffff`c000009a : nt!KeBugCheckEx
fffff880`088eaa50 fffff880`05638867 : fffff880`073c16c4 fffffa80`249b6000 00000000`00000000 ffffffff`c000009a : dxgkrnl!TdrBugcheckOnTimeout+0xec
fffff880`088eaa90 fffff880`05664e0f : fffffa80`ffffd84d ffffffff`fffe7960 fffffa80`1a4be010 00000000`00000000 : dxgkrnl!DXGADAPTER::Reset+0x2a3
fffff880`088eab40 fffff880`05733ec1 : fffffa80`21e00560 00000000`00000080 00000000`00000000 fffffa80`231f2410 : dxgkrnl!TdrResetFromTimeout+0x23
fffff880`088eabc0 fffff800`03d7634a : 00000000`06b8cfc7 fffffa80`24877a00 fffffa80`1942cb30 fffffa80`24877a00 : dxgmms1!VidSchiWorkerThread+0x101
fffff880`088eac00 fffff800`03ac6946 : fffff880`03942180 fffffa80`24877a00 fffff880`0394d1c0 00000000`00000000 : nt!PspSystemThreadStartup+0x5a
fffff880`088eac40 00000000`00000000 : fffff880`088eb000 fffff880`088e5000 fffff880`088ea4d0 00000000`00000000 : nt!KxStartSystemThread+0x16


STACK_COMMAND:  .bugcheck ; kb

FOLLOWUP_IP: 
nvlddmkm+9316c4
fffff880`073c16c4 4055            push    rbp

SYMBOL_NAME:  nvlddmkm+9316c4

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: nvlddmkm

IMAGE_NAME:  nvlddmkm.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  5116d804

FAILURE_BUCKET_ID:  X64_0x116_VRF_IMAGE_nvlddmkm.sys

BUCKET_ID:  X64_0x116_VRF_IMAGE_nvlddmkm.sys

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

Would recommend you to try the 'Dell Diagnostics' also:
- Restart the system > Repeatedly tap 'F12 key' at 'Dell Splash Screen' to enter the 'BIOS Boot Menu' > Highlight 'Diagnostics' with the 'down arrow key' > Tap 'Enter' (Please check the reference image below)
- Run the 'Quick Test' on the system (It runs by default and scans all system components one by one)
- Also run 'Thorough Test' on the 'Video Card' and capture results. (Option for selecting the 'Thorough Test Mode' is located at the bottom right corner of the screen)

Do reply with the findings; will take it forward.

 

[ProdigyGamer]

I was just about to reboot to Diagnostics when my PC crashed with a c4 error: 031213-44397-01

The PC was idle and had not been used for around an hour or so, then just went into sleep mode, black screen, auto reboot with Dump report which has been uploaded to SkyDrive.

I will try again to reboot into F12 Diag menu, thanks Saurabh.

 

[Saurabh A]

Hi ProdigyGamer,

Thank you for the reply.

Please find below the crash dump details:

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

Use !analyze -v to get detailed debugging information.

BugCheck C4, {62, fffffa80212c4218, fffffa80212c4b20, 3}

*** WARNING: Unable to verify timestamp for[COLOR="Red"] nvlddmkm.sys[/COLOR]
*** ERROR: Module load completed but symbols could not be loaded for nvlddmkm.sys
Probably caused by : nvlddmkm.sys

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

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

[COLOR="red"]DRIVER_VERIFIER_DETECTED_VIOLATION (c4)[/COLOR]
[COLOR="red"]A device driver attempting to corrupt the system has been caught.  This is
because the driver was specified in the registry as being suspect (by the
administrator) and the kernel has enabled substantial checking of this driver.
If the driver attempts to corrupt the system, bugchecks 0xC4, 0xC1 and 0xA will
be among the most commonly seen crashes.[/COLOR]
Arguments:
Arg1: 0000000000000062, A driver has forgotten to free its pool allocations prior to unloading.
Arg2: fffffa80212c4218, name of the driver having the issue.
Arg3: fffffa80212c4b20, verifier internal structure with driver information.
Arg4: 0000000000000003, total # of (paged+nonpaged) allocations that weren't freed.
	Type !verifier 3 drivername.sys for info on the allocations
	that were leaked that caused the bugcheck.

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


BUGCHECK_STR:  0xc4_62

IMAGE_NAME:  nvlddmkm.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  5116d804

MODULE_NAME: nvlddmkm

FAULTING_MODULE: fffff88005cb5000 nvlddmkm

[COLOR="red"][COLOR="Black"]VERIFIER_DRIVER_ENTRY: dt nt!_MI_VERIFIER_DRIVER_ENTRY fffffa80212c4b20
Symbol nt!_MI_VERIFIER_DRIVER_ENTRY not found.[/COLOR]
[/COLOR]
CUSTOMER_CRASH_COUNT:  1

[COLOR="red"]DEFAULT_BUCKET_ID:  VERIFIER_ENABLED_VISTA_MINIDUMP[/COLOR]

PROCESS_NAME:  System

CURRENT_IRQL:  2

LAST_CONTROL_TRANSFER:  from fffff80003f113dc to fffff80003a82c40

STACK_TEXT:  
fffff880`03b55478 fffff800`03f113dc : 00000000`000000c4 00000000`00000062 fffffa80`212c4218 fffffa80`212c4b20 : nt!KeBugCheckEx
fffff880`03b55480 fffff800`03f2054a : 00000000`00000001 00000000`00000000 fffff880`05cb5000 00000000`00000001 : nt!VerifierBugCheckIfAppropriate+0x3c
fffff880`03b554c0 fffff800`03b75460 : 00000000`00000000 00000000`00000000 fffff880`03942180 00000000`00000000 : nt!VfPoolCheckForLeaks+0x4a
fffff880`03b55500 fffff800`03e3a10e : fffffa80`212c4010 00000000`00000000 00000000`00000000 00000000`00000018 : nt!VfTargetDriversRemove+0x160
fffff880`03b555a0 fffff800`03e5eb33 : 00000000`00000000 00000000`000e0082 00000000`00000000 00000000`00000001 : nt!VfDriverUnloadImage+0x2e
fffff880`03b555d0 fffff800`03e5efad : 00000000`00000000 fffffa80`212c4010 00000000`00000000 00000000`00010200 : nt!MiUnloadSystemImage+0x283
fffff880`03b55640 fffff800`03f00541 : 00000000`00000000 00000000`0000002b fffffa80`194b8de0 00000000`00000018 : nt!MmUnloadSystemImage+0x4d
fffff880`03b55680 fffff800`03a8c174 : 00000000`00000000 00000000`0000002b fffffa80`194b8de0 00000000`00000000 : nt!IopDeleteDriver+0x41
fffff880`03b556b0 fffff800`03cf28f9 : 00000000`0000002b fffffa80`21495040 fffffa80`194b8f30 00000000`00000018 : nt!ObfDereferenceObject+0xd4
fffff880`03b55710 fffff800`03a8c174 : fffffa80`212c4ad0 fffff800`03e70a6e fffff8a0`001b1878 fffffa80`212c4ad0 : nt!IopDeleteDevice+0x49
fffff880`03b55740 fffff800`03b852eb : 00000000`0000002b fffff8a0`001b1870 ffffffff`fff82970 00000000`00000000 : nt!ObfDereferenceObject+0xd4
fffff880`03b557a0 fffff800`03e70ad4 : fffffa80`1b5d4740 00000000`00000000 00000000`00000002 fffff800`03e7af10 : nt!PnpRemoveLockedDeviceNode+0x23b
fffff880`03b557f0 fffff800`03e70be0 : 00000000`00000000 fffffa80`1b5d7000 fffff8a0`001f67b0 fffff800`03c87a80 : nt!PnpDeleteLockedDeviceNode+0x44
fffff880`03b55820 fffff800`03e70cd9 : fffffa80`20d62002 fffffa80`20d62010 00000000`00000001 00000000`00000000 : nt!PnpDeleteLockedDeviceNodes+0xa0
fffff880`03b55890 fffff800`03e70e51 : fffffa80`20d62010 00000000`00000000 fffffa80`20d62010 00000000`00000001 : nt!PnpDelayedRemoveWorker+0x79
fffff880`03b558e0 fffff800`03b85479 : 00000000`00000000 fffffa80`214877f0 00000000`00000001 00000000`00000000 : nt!PnpChainDereferenceComplete+0x131
fffff880`03b55920 fffff800`03f01e60 : 00000000`00000000 fffffa80`1b5d4700 fffff8a0`0015ede0 00000000`00000001 : nt!PnpIsChainDereferenced+0xc9
fffff880`03b559a0 fffff800`03f020fc : fffff880`03b55b78 fffff800`03cf2000 00000000`00000000 00000000`00000000 : nt!PnpProcessQueryRemoveAndEject+0xff0
fffff880`03b55ae0 fffff800`03deb2ce : 00000000`00000000 fffffa80`214910d0 fffff8a0`0015ede0 00000000`00000001 : nt!PnpProcessTargetDeviceEvent+0x4c
fffff880`03b55b10 fffff800`03a8bca9 : fffff800`03cf1f90 fffff8a0`0015ede0 fffff800`03c292d8 fffffa80`194b0b50 : nt! ?? ::NNGAKEGL::`string'+0x5721b
fffff880`03b55b70 fffff800`03d2334a : 00000000`00000000 fffffa80`194b0b50 00000000`00000080 fffffa80`1942cb30 : nt!ExpWorkerThread+0x111
fffff880`03b55c00 fffff800`03a73946 : fffff880`03942180 fffffa80`194b0b50 fffff880`0394d1c0 00000000`00000000 : nt!PspSystemThreadStartup+0x5a
fffff880`03b55c40 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KxStartSystemThread+0x16


STACK_COMMAND:  kb

FOLLOWUP_NAME:  MachineOwner

FAILURE_BUCKET_ID:  X64_0xc4_62_VRF_LEAKED_POOL_IMAGE_nvlddmkm.sys

BUCKET_ID:  X64_0xc4_62_VRF_LEAKED_POOL_IMAGE_nvlddmkm.sys

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

It appears that the 'Driver Verifier' is enabled; causing more extra stress on the drivers. Please try to disable 'Driver Verifier' and run the 'Diagnostics'again: http://www.sevenforums.com/tutorials/101379-driver-verifier-enable-disable.html

Do reply with the results; will take it forward.

 

[ProdigyGamer]

Sorry about that, I completely forgot I had that on.

It has been disabled, the diagnostics test ran even with it enabled and showed no errors at all. I ran both the normal and thorough versions and everything passed.

I will run Furmark again now that the Verifier tool has been disabled and report back.

 

[ProdigyGamer]

I was able to run Furmark test as you directed with the settings suggested and I ran it for 10 minutes without any issue at all.

I will now continue testing without Verifier enabled!

 

[Saurabh A]

Hi ProdigyGamer,

Thank you for the reply.

It seems that the 'Driver Verifier' was forcing the 'nVidia adapter' to crash down. As suggested before, please restore 'BIOS defaults' also; and observe the system performance to see if you experience any further issues.

Do reply with the results; glad to assist.

 

[ProdigyGamer]

I was having no issues until yesterday and today, now I seem to have the same kind of issue but no dump report is generated on startup.

It is kind of like the PC goes to sleep (a deep sleep) then auto restarts, when it does this is beeps and cannot load Windows.

I need to push the power button several times to get it to the first screen so I can hit F2 and ESC straight out so Windows will load.

Sometimes it takes quite a few power button pushes or a cold restart (pulling the power cord out) to get it to boot up.

I am not sure why it doesn't create a dump report, I have not changed anything since following your advice Saurabh.

Any idea's as to why this may be happening?

Is there any info I can give you to help figure it out?

I am afraid I may have to bite the bullet and just get it fixed under warranty, this is going on for too long

 

[Saurabh A]

Hi ProdigyGamer,

It has been quite a while; appreciate your efforts.

The issue that you are facing now appears different to me. For a better understanding, need to know some more details:
- Did the computer go to 'sleep mode' while it was in an 'idle state' or while you were working on it?
- Are you sure that it did not shut down and restart? How long did it take before 'auto-restarting'?
- Do you have to do something with the power button / keyboard / mouse before it restarts?
- Please share the status of 'LEDs' on the system tower when it goes to sleep / shuts down.
- Is there any 'wireless mouse' plugged in?
- Is there any specific pattern of the 'beep sounds' (2 / 3 / 4 beeps) when the system is stuck while it tries to power on?
- Please check closely, if the 'power button' is stuck.
- Did the system produce a 'Blue screen error' before shutting down/going to sleep?

Do reply with the findings.

 

[ProdigyGamer]

Hi Saurabh,

It is the same issue that I have been trying to explain previously, while I am playing a game or watching a video or surfing the net my monitor turns off (like sleep mode) then my PC shuts down and restarts without me doing anything...

When it restarts it sometimes beeps 4 times and will not load windows at all, I need to either try several restarts using the power button (which is working fine) or a cold shut down by pulling the power cord out and putting it back in, sometimes doing this still results in the PC hanging just before the logo screen (F2-F12 screen) and all it shows is a black screen with an Underscore symbol flashing continuously in the top left corner and the screen dims and goes back to normal (like slowly pulses), I need to hit ctrl alt delete to restart it again from there or hit power button.

Usually it produces a 116 dump report when I finally got it to load windows which I have been uploading to SkyDrive for you but these last few times (5-6 times over the last 2-3 days it doesn't check windows for errors or give a dump report).

Did the computer go to 'sleep mode' while it was in an 'idle state' or while you were working on it? while working/playing on it - games, videos, pictures in most cases
- Are you sure that it did not shut down and restart? How long did it take before 'auto-restarting'? if it doesn't beep is auto restarts straight away
- Do you have to do something with the power button / keyboard / mouse before it restarts? No unless it beeps then it is stuck and I have to power down and restart to try and get past hang spot
- Please share the status of 'LEDs' on the system tower when it goes to sleep / shuts down. Alienware head glows from black to orange to red and repeats cycle
- Is there any 'wireless mouse' plugged in? Mouse and Keyboard are both Alienware TactX and both are hard wired with a cord straight to usb slots.
- Is there any specific pattern of the 'beep sounds' (2 / 3 / 4 beeps) when the system is stuck while it tries to power on? Always 4 beeps then a 1-2 seconds break then 4 beeps continuously, I even left it for a while to see if it would sort itself out and reboot but it doesnt
- Please check closely, if the 'power button' is stuck. Power button is working fine
- Did the system produce a 'Blue screen error' before shutting down/going to sleep? No BSOD at all just the screen goes blank like it is being turned off and displays message on screen power save mode then PC crashes and auto restarts either to 4 beeps continuously or black hang screen with underscore "_" flashing in top left corner or boots up normally like nothing ever happened usually generating a dump report (116) until recently.

I have logged a tech to come out under warranty from Alienware, they said on the phone after all the help I received from you and the tests I have run, still having this issue is a problem and they said something about replacing my graphics card (Nvidia GeForce GTX 590) and possibly the motherboard, something to do with compatibility issues?

 

[Saurabh A]

Hi ProdigyGamer,

Thank you for the response.

'4 beeps' in this system model indicate 'RAM read/write failure'. It is likely that one of the 'memory module' is facing communication issues with the system-board. Please share the system 'Service Tag' with me through private message to check some case details; will only be able to proceed further on 'March 24' (due to week offs).

You may go ahead with the 'service call' in the mean while, if scheduled. Do reply with the details; will take it forward from there.

 

[ProdigyGamer]

Hi ProdigyGamer,

Thank you for the response.

'4 beeps' in this system model indicate 'RAM read/write failure'. It is likely that one of the 'memory module' is facing communication issues with the system-board. Please share the system 'Service Tag' with me through private message to check some case details; will only be able to proceed further on 'March 24' (due to week offs).

You may go ahead with the 'service call' in the mean while, if scheduled. Do reply with the details; will take it forward from there.

Hi Saurabh,

The service call went ahead and the tech replaced my GTX 590 graphics card and said that it probably was the motherboard when I explained what was happening but I need it to now happen again for him to come out again and replace the motherboard.

I will PM you my service tag anyway if you like.

Enjoy your time off

 

[Saurabh A]

Hi ProdigyGamer,

Thank you for sharing 'Service Tag' of the system.

It was suspected that the system was shutting down due to 'GPU overheat'; hence the 'Display adapter' was replaced. Sounds like a valid call-out, though the 'GPU diagnostics' never indicated 'high temperature levels/artifacts' when we checked it. (The issue has been intermittent all along).

4 beep sounds on 'powering on' the system indicates a 'Memory read-write failure'. This could happen due to a bad / loose memory module; or a malfunctioning 'Memory slot' on the motherboard. (This is what makes me believe that the on-site technician suspected 'Motherboard' to be the root cause). Would like to know if he tried re-seating the 'Memory modules'?

You may want to observe the system performance for some time and see if it continues to collapse. If the issue persists, other options can definitely be explored.

Do reply if you have any further questions; would be glad to assist.

 

[ProdigyGamer]

Thank you Saurabh,

The tech did not re seat any memory modules, he put a screw in my sound card as it was loose and replaced the graphics card (GTX 590), I then installed the latest drivers fresh from Nvidia even though I already had them saved just so I knew they were ok.

While he was trying to bring the machine back up after putting the new card in, the monitor didn't respond for a while (black screen) then I had to turn it on and off a few times to see the desktop, the tech was even surprised and asked what I did to make it work (just turned it on/off a few times).

I think it may be partially the monitor and a motherboard problem, which the tech seemed to agree with, a few separate symptoms that are happening:

1) Monitor flickering and going black, while it is still turned on and being used.
2) Going into sleep mode and then crashing while I am in the middle of a game/movie/video/web browsing which then forces an auto restart.
3) 4 beeps on auto start up after sleep mode crash and unable to load windows.

The monitor is out of warranty I believe the tech said (just past 1 year now but not by much) but the problem as I stated in this post previously, has been happening for the last few months while it was under warranty, so I am not sure what to do there.

I am still getting a flicker and the monitor turns off during games and video's even after the new graphics card was put in, it is showing the same signs of what was happening previously but since I have not been using it much I haven't seen it restart or beep yet.

I will be able to test more over the next few days.

 

[Saurabh A]

Hi ProdigyGamer,

Thank you for the reply.

See if you can use another display with the system; will eliminate the monitor as a possible cause of failure. Yes, it is likely that 'motherboard' is the culprit. However, another possibility is a 'loose memory module ' or a malfunctioning memory slot on the motherboard (As shared in my previous post).

If the system crashes again, you may want to try re-seating the 'memory cards' to ensure that they are properly connected (If you feel comfortable); have attached a video with the post, in case you want to refer to. You may find the 'owner's manual' also useful: ftp://ftp.dell.com/Manuals/all-products/esuprt_desktop/esuprt_alienware_dsk/alienware-aurora-r4_Owner%27s%20Manual_en-us.pdf

Hope this helps. Do reply with the findings.