BSODs after Sleep, related to USB (I think), I know how to reproduce

[alpard78]

Hi,
I tried too many things, reading and web searching before posting here for help, I consider myself good with computers but I've hit a roadblock with this laptop.

I bought this machine from HP, it was refurbished and long story short, they ultimately replaced the motherboard, processor, video card, wireless card... so it's almost brand new now.

I collected myself a dump file after one of the latest BSOD and saved screen dumps of the message displayed just after it. I attached a separate zip file, it might be useful.

I followed the instructions given to extract all the files you need to debug this issue. I know how to replicate the problem, I even have a picture of the BSOD just because there are some codes there.

THE PROBLEM, DETAILS, HOW TO REPRODUCE:
* Before HP replaced all the components, everything related to all the USB ports was failing. Wireless mouse pointer would stutter constantly (no matter which USB port I was on), copying files from a USB storage device (specially large files) would make the laptop freeze and eventually crash with a BSOD. After waking the machine from Sleep it would seem to be easier to reproduce the problem.
* After HP replaced the components, all the USB devices work properly but after Sleep sometimes I would get a BSOD after a few moments. Two of those times, I left the laptop alone and went to Sleep on itself and both times I left the wireless mouse turned on (it has a little swicth underneath to turn it off). So when I woke the laptop, it would work for a bit and suddenly freeze and crash BSOD.
* Everything else works fine. I tried applying a fix from HP and I have all the latest drivers and BIOS but I still get BSOD every once in a while.
* I don't want to get more support from HP. Their response has been to re-image the drive. It took me a lot of effort to convince them I had a bad motherboard and make them replace the components.

LAPTOP SPECS:
* HP Elitebook Mobiel Workstation 8540w (<6 months old)
* Windows 7 Professional x64, OEM, came preinstalled, I have the DVD to reinstall
* Intel M620, i7 duo, 2.66GHz
* Chipset Intel P55 Mobile Express
* 6GB RAM, DDR3, 1066MHz
* nVidia Quadro FX 1800M, DDR5 1GB
* Corsair Force Series SSD, 115GB
* 1920x1080 LED Display

I'd appreciate any help you can give me to debug this problem.
Thank you!

Alvaro P.

View attachment 167971

View attachment 167972

 

[zigzag3143]

Hi,
I tried too many things, reading and web searching before posting here for help, I consider myself good with computers but I've hit a roadblock with this laptop.

I bought this machine from HP, it was refurbished and long story short, they ultimately replaced the motherboard, processor, video card, wireless card... so it's almost brand new now.

I collected myself a dump file after one of the latest BSOD and saved screen dumps of the message displayed just after it. I attached a separate zip file, it might be useful.

I followed the instructions given to extract all the files you need to debug this issue. I know how to replicate the problem, I even have a picture of the BSOD just because there are some codes there.

THE PROBLEM, DETAILS, HOW TO REPRODUCE:
* Before HP replaced all the components, everything related to all the USB ports was failing. Wireless mouse pointer would stutter constantly (no matter which USB port I was on), copying files from a USB storage device (specially large files) would make the laptop freeze and eventually crash with a BSOD. After waking the machine from Sleep it would seem to be easier to reproduce the problem.
* After HP replaced the components, all the USB devices work properly but after Sleep sometimes I would get a BSOD after a few moments. Two of those times, I left the laptop alone and went to Sleep on itself and both times I left the wireless mouse turned on (it has a little swicth underneath to turn it off). So when I woke the laptop, it would work for a bit and suddenly freeze and crash BSOD.
* Everything else works fine. I tried applying a fix from HP and I have all the latest drivers and BIOS but I still get BSOD every once in a while.
* I don't want to get more support from HP. Their response has been to re-image the drive. It took me a lot of effort to convince them I had a bad motherboard and make them replace the components.

LAPTOP SPECS:
* HP Elitebook Mobiel Workstation 8540w (<6 months old)
* Windows 7 Professional x64, OEM, came preinstalled, I have the DVD to reinstall
* Intel M620, i7 duo, 2.66GHz
* Chipset Intel P55 Mobile Express
* 6GB RAM, DDR3, 1066MHz
* nVidia Quadro FX 1800M, DDR5 1GB
* Corsair Force Series SSD, 115GB
* 1920x1080 LED Display

I'd appreciate any help you can give me to debug this problem.
Thank you!

Alvaro P.

View attachment 167971

View attachment 167972

Memory corruption probably caused by a driver. ( im betting symantec) please run these two tests



Download a copy of Memtest86 and burn the ISO to a CD using Iso Recorder or another ISO burning program.

Boot from the CD, and leave it running for at least 5 or 6 passes.

Just remember, any time Memtest reports errors, it can be either bad RAM or a bad motherboard slot.

Test the sticks individually, and if you find a good one, test it in all slots.



Driver verifier

I'd suggest that you first backup your stuff and then make sure you've got access to another computer so you can contact us if problems arise. Then make a System Restore point (so you can restore the system using the Vista/Win7 Startup Repair feature).

In Windows 7 you can make a Startup Repair disk by going to Start....All Programs...Maintenance...Create a System Repair Disc - with Windows Vista you'll have to use your installation disk or the "Repair your computer" option at the top of the Safe Mode menu .

Then, here's the procedure:
- Go to Start and type in "verifier" (without the quotes) and press Enter
- Select "Create custom settings (for code developers)" and click "Next"
- Select "Select individual settings from a full list" and click "Next"
- Select everything EXCEPT FOR "Low Resource Simulation" and click "Next"
- Select "Select driver names from a list" and click "Next"
Then select all drivers NOT provided by Microsoft and click "Next"
- Select "Finish" on the next page.

Reboot the system and wait for it to crash to the Blue Screen. Continue to use your system normally, and if you know what causes the crash, do that repeatedly. The objective here is to get the system to crash because Driver Verifier is stressing the drivers out. If it doesn't crash for you, then let it run for at least 36 hours of continuous operation (an estimate on my part).

If you can't get into Windows because it crashes too soon, try it in Safe Mode.
If you can't get into Safe Mode, try using System Restore from your installation DVD to set the system back to the previous restore point that you created.

 

[alpard78]

Thank you!

I ran the memory test several times and no failures there. I am currently trying the Driver Verifier and will let you know as soon as I get a BSOD.


What do I do to turn the Driver Verifier off once the BSOD happens? What files to I need to gather and where once this happens?


Now that you mentioned Symantec, on the last BSOD, right after I woke up the laptop, I noticed that the yellow shield icon was showing the Symantec Endpoint Protection was disabled. I tried clicking on it to click "Enable" but it kept disabled. I wonder if after waking up it tried to return to enable, something happened and threw the BSOD.


We'll see. I'll try to send the laptop to Sleep mode as much as I can. That seems to be the easiest trigger.

Thanks!

-Alvaro P.

 

[Maguscreed]

If it is a usb power state thing, this will solve it.

To Disable Selective Suspend:

open the control panel
go to power options (you may have to set view to small icons)
click change plan settings
in the window that opens:
click change plan settings
click change advanced power settings, expand usb and ensure usb selective suspend is disabled.

This feature causes a lot of bsod's with older hardware.

 

[karlsnooks]

alpard,
Here's how I turn verifier off:

Boot into Safe Mode.
Go to a command prompt
enter following command:
Verifier /reset

now you can enter
EXIT

and reboot your computer.

 

[alpard78]

Hello all,

Last night I left the laptop on so it would go to sleep on it's own after 15mins. It did. I left the Logitech wireless mouse on.

So I turned it on this morning:
* I clicked on the user icon, entered my desktop
* I immediately got 4 messages, that 4 programs had stopped responding (Acrotray, Windows Explorer, HpqToaster Module, Event Monitor User Notification Tool). I quickly took a photo (see Pic1 attachment) because the mouse pointer moved but didn't respond to any click so I knew the BSOD was coming.
* Then I got the BSOD. I also took a photo (see Pic2 attachment). The difference this time is that the blue screen stayed there "collecting data" much longer than usual, it seemed stuck, so I had to push the power button.

View attachment 168174

View attachment 168175

NOTES:
* It seems that with longer periods in Sleep mode the problem happens more often. If I wake it up rather quickly it seems to work fine, but that might just be a coincidence.
* After the BSOD, after the BIOS check, the Intel driver could not find the hard drive. I recently changed it to a SSD, pushing the power button (not holding) or ctrl+alt+del re-cycles it and always works on the second try. My guess is that it takes some time for the hard drive to power-up and be ready for reading, but that's just a guess. The BSOD also happened with the previous HDD (WD Black Scorpio, 320GB).

What files do you want me to attach for debugging?

Thanks!
-Alvaro P.

 

[karlsnooks]

Now, once again: Blue Screen of Death (BSOD) Posting Instructions

I strongly suspect that you have too much starting on your computer.
Please install CCleaner (link in my sig) and use following procedure:
LIST OF STARTUP AND INSTALLED PROGRAMS USING CCLEANER


STARTUP PROGRAMS
CCleaner | Tools icon | Startup button | click on Save to text file button (bottom right side)

Using the PAPER CLIP icon in the top panel of a Message Reply window, attach the startup.txt file generated by CCleaner.

INSTALLED PROGRAMS
CCleaner | Tools icon | Uninstall button | click on Save to text file button (bottom right side)

Using the PAPER CLIP icon in the top panel of a Message Reply window, attach the install.txt file generated by CCleaner.

 

[alpard78]

Hi karlsnooks,

I have another 3 computers with much more software than this one, and this one only shows 3 or 4 icons in the tray and MSCONFIG shows me that there's not too many programs being pulled at Startup, it takes it less than a minute to startup and be fully functional.

I'll do the CCleaner anyway, I know that software and have it in my other machines.

I'll also get the new files from the most recent BSOD for you to analyze.

Any word on any of the files that I've uploaded so far, included the ZIP from the previous BSOD? I never heard back about those ones. Do they point to any driver, software or hardware in particular?.

Also, the Driver Verifier was running during the last BSOD? do I leave it on or can I turn it off? Does that gather any more files I should be sending?.

Thanks,
-Alvaro

 

[karlsnooks]

1. Need the new bsod file
2. need the startup.txt file from ccleaner.
3. need the install.txt file from ccleaner.
4. leaver verifier running.

 

[alpard78]

Hi karlsnook,

Here is the latest zip file from the dump File Collector. I don't know if the last BSOD was registered because the blue screen never went away and I had to hard reset. Also attached are the install.txt and startup.txt.

Let me know if you find something there.

View attachment 168264

View attachment 168265

View attachment 168266

Thanks,
-Alvaro

 

[karlsnooks]

great!

Hope that one of the lurkers can at least hit the zip file for me since I'm busy chasing the use of the PowerDbg module.

Since the time is late here, unless I get a second wind then it'll be tomorrow before I can get back to you.

 

[karlsnooks]

alpard,

rb: | MSCONFIG | STARTUP tab |
UNCHECK ALL | RESTART your comuter


This deletes nothinb but does tell win 7 to not run the programs at startup time.


Still working on the others.

Let me know if this brings immediate relief.

 

[karlsnooks]

alpard,

Dosnload, install and run the Secunia Personal Security Inspector.

this will notify you of the software you have installed that needs to be updated.

This program is fantastic. I use the program myself to make sure that I've not overlooked any updates.

Secunia Personal Software Inspector (PSI) - Introduction

 

[alpard78]

After the last time I wrote, the laptop crashed horribly. At some point the boot loader got messed up. I think after one of the BSOD it requested me to check the disk, I let it do it and Windows 7 would get to the flag icon display (black screen) and wouldn't go out of it to get to the desktop. I tried restarting and same thing, would get stuck on the Windows icon.

Long story short (and hours later), I tried the recovery disk and restore, didn't work. It couldn't see the disk or operating system to pull the restore point. So, lucky me, I had made an image of the drive before doing all of this debugging and I loaded that image again.

It's working now. And I actually disabled some of the startup programs that I don't think are useful, not all of them. Especially the IDT Audio tray one, I think there's a big chance on that one. I had another PC where the audio driver was making it crash after Sleep, the HDD would read constantly, everything would freeze and I would have to make a hard reset. The way I caught that one was opening the task manager immediately after Sleep and see which process was locking up the computer, sure enough, it was the audio driver. After uninstalling it and letting Windows use the generic one, never had another problem.

I'll try the same approach here to see if it works.
Please let me know if something else shows up in the Zip files that I attached earlier. If I get another BSOD I'll attach another Zip file later.

Thanks!
-Alvaro

 

[karlsnooks]

Thanks for the update.

 

[alpard78]

Hi karlsnooks,

So, no news about the files I have uploaded. I have had other BSOD's but for some reason it hasn't been able to collect the minidump files. It's always after Sleep, specially if it's overnight, it does not fail to happen.
I disabled almost all the Startup programs in MSCONFIG and still happens.

Hope to hear some news from your team. I'd really like to kill/disable the driver giving me headaches...

Question: can the hardware get damaged by these occurrences?.

Thanks,
Alvaro

 

[karlsnooks]

Alvaro,

Read this carefully and see if all of the conditions for collecting a minidump exist.

​

​

[FONT=&quot]MEMORY DUMPS - REQUIREMENTS[/FONT]


Enable automatic management of the Paging file
WIN + PAUSE/BREAK key combo |
Advanced system settings (left-hand side) |
Advanced tab, Performance section, Settings |
Advanced tab, Virtual Memory section, Change |
checkmark Automatically manage paging file size for all drives |
OK | OK | OK



STARTUP AND RECOVERY SETTINGS
WIN + PAUSE/BREAK key combo |
Advanced system settings (left-hand side) |
Advanced tab, Startup and Recovery section, Settings |
in the System Failure section, checkmark Write an Event to the system log and checkmark Automatically restart|
Under Write debugging information, select Small memory dump |
in the Small dump directory: box, enter %SystemRoot%\Minidump | OK


If you get a crazy message from Win 7 about your paging file being too small, then just ignore the message since we have already made sure that the paging file is set to be managed by Win 7.

ENABLE THE WINDOWS ERROR REPORTING SERVICE
WIN key | type SERVICES.MSC | ENTER |
Scroll down to Windows Error Reporting Service |
Rt-clk on Windows Error Reporting Service | Properties |
General tab | for Startup type, choose Automatic |
In Service status, Start button (unless grayed out) | OK

​

 

[alpard78]

Hi karlsnooks,

It's been a long time since my last reply. I don't expect you remember the issue with my laptop but please read the thread.

After a long research in Google and not hearing from you or your guys, I found and read many many threads that have anything related to "blue screen after Sleep windows 7" and I came to a conclusion, I think the cause of my problems are a combination of two issues that are work-aroundable, I should say:

1) First issue: When I send my laptop to Sleep (overnight or long enough), the motherboard goes to S3 Sleep and lowers the voltage enough in the RAM sticks (2x 4GB DDR3, 1066MHz) to lose information, so when I wake it up, it is unable to give me a workable desktop and sends me a BSOD. The workaround for this is to Disable the S3 Sleep mode in BIOS, but unfortunately my laptop's BIOS does not have this option anywhere, so I'm stuck. I had to disable any form of Sleep or Hybrid Sleep in Windows 7. I tested Hibernate in several occasions with no failure. The reason? the memory is dumped to the disc, that's why it's still there to be read when I Resume Windows.
2) Issue #2: for some reason, the primary disc (either HDD or SSD) seems to take some time to respond, maybe when the motherboard turns it on it doesn't turn on fast enough and the Intel driver tells me it can't find a bootable disc. The workaround? when I get this message, I hit CTRL+ALT+DEL and then it goes through the BIOS load and then the disc is found and works fine, every time. As if the disc had now enough time to turn on and be accessed. It happens with either Sleep or Hibernate. Of course, with Hibernate it recovers fine, with Sleep, not.

Does this make any sense to you? I would like to make so many fixes to the BIOS and customize it but I don't have the source code... Anyway, it's lame for an HP laptop that is their top-of-the-line workstation.

Let me know your thoughts and if there's anything I can do to properly solve these issues.
Thank you,

Alvaro P.

 

[karlsnooks]

Alvaro,
sounds reasonable.

I do not use sleep because in sleep my laptop is still consuming power, albeit not much.

I do not use hibernate. Takes up space and takes up time during shutdown.

I keep life simple. No sleep. No hibernate.

 

[Maguscreed]

Alvaro,
sounds reasonable.

I do not use sleep because in sleep my laptop is still consuming power, albeit not much.

I do not use hibernate. Takes up space and takes up time during shutdown.

I keep life simple. No sleep. No hibernate.

I'm the same way. Sleep just has too many problems associated with it, and hibernate is so slow you might as well just boot from a completely off state.