Dell Studio 1570 Crash Dump Blu Screen

[apeschi]

New Dell Studio 1557 received new from dell on 10-december-2009.
Processor Intel i7 720qm
4 Giga Ram DDR3
HDisk 500 Giga 7200 rpm
Screen Full HD (option upgrading from Dell in factory Dell during order),
Windows 7 64 Bit Home Premium
Video graphic installed is Ati Mobility Radeon HD 4570 512Mb memory.

*****************************************************
I added the following SW.
(All new, all regular, all registered, all bought).

1) Microsoft Office Home edition 2007 (word, excell...)
2) Sony Vegas Pro 9.0 64bit (for video rendering and mounting)
3) AutoPanoPro 2 64 bit (photo software for panorama)
4) Nikon Capture NX2 (with patchlevel for Win 64 bit, but sw is 32 bit)
5) Corel Photoshop Pro X2
6) Adobe Photoshop Elements 6.0
7) I removed Mc Afee Antivirus (try and buy version) and after have removed I installed G-Data Total Care 2010 64 bit (antivirus, antirootkit, antispiware,firewal,antiphising...)

I upgraded the Bios (as was suggested into the Dell package before use) to A03 (last version downloaded from Dell Site).

I upgraded system using Windows Upgrade.
******************************************************
Random I got dump with error:
STOP 0x0000007F (0x0000000000000008,0x0000000080050031,0x00000000000006F8,0xFFFFF8000246FE80)

The last characters could change, the first 3 are the same every time.

I have also c:windows\minidump\nnnn.dmp files.

I attached the last minidump.

Thanks for your Help.

(Of Course, tomorrow, I'll open a problem to Dell Support because my Studio is new and has 1 year of warranty).

 

[usasma]

No significant info in the dump file (it blames the Windows kernel).
Please run Driver Verifier according to these instructions:

Using Driver Verifier is an iffy proposition. Most times it'll crash and it'll tell you what the driver is. But sometimes it'll crash and won't tell you the driver. Other times it'll crash before you can log in to Windows. If you can't get to Safe Mode, then you'll have to resort to offline editing of the registry to disable Driver Verifier.

So, 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).

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.

Reboot into Windows (after the crash) and turn off Driver Verifier by going back in and selecting "Delete existing settings" on the first page, then locate and zip up the memory dump file and upload it with your next post.

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.
If that doesn't work, post back and we'll have to see about fixing the registry entry off-line.

More info on this at this link: Using Driver Verifier to identify issues with Windows drivers for advanced users

 

[apeschi]

Thanks a lot.
I did what you suggested.
I reboot Notebook and after have used verifier I was no more able to reboot (dump, two times just after reboot).
So I restarted Pc with safe mode and I disabled the verifier.
Now I have restarted again in normal mode the PC (with verifier disabled).
So, I have two new dumps that I add to this post.
Seems problem due to vista drivers (I check dumps with WinDbg program but I'm not so expert in debugging dumps).

The drivers not Microsoft are the following.

acceler.sys (ST Microelectronics) 1.08.01.00
amdxata.sys (Advanced Micro Devices) 1.1.2.4 (NT.090122-1504)
atihdmi.sys (Ati Technologies.inc) 5.00.7000.06 built
atikmdag.sys (Ati Technologies.inc) 8.01.01.921
ctcsfit.sys Creative Technology Ltd. 2.00.08.00
dump_dumpdata.sys (Unknown) (Unknown)
dump_dumpfve.sys (Unknown) (Unknown)
dump_msahci.sys (Unknown) (Unknown)
gdbehave.sys G Data Software AG 1.0.0.2
gdwfpcd64.sys G DATA Software 2.0.9188.187 built by
gearaspiwdm.sys GEAR Software Inc. 2.02.00.01
grd.sys G Data Software 2.0.9191.554
hookcentre.sys G Data Software AG 3.02
minicpt.sys G Data Software AG 1.0.5.4
netw5v64.sys Intel Corporation 12.4.1.11
pkticpt.sys G DATA Software AG 4.0.2.4
pxhlpa64.sts Sonic Solutions 3.00.90.2
rimspec64.sys REDC 6.10.02.03
risdpe64.sys REDC 6.10.02.08
rixdpe64.sys REDC 6.10.01.06
rt64win7.sys Realtek 7.010.1117.2009 built by...
secdrv.sys Macrovision Corporation Macrovision Europe Limited 4.03.086
stwrt64.sys UDT Inc 6.10.6217.0
syntp.sys Synaptics Incorporated 13.2.2.2.26jun09

 

[usasma]

It looks like hookcentre.sys is at fault. It's a part of your GData security program.

Please do the following:

Anti-Virus Removal:
Please do the following:
- download a free antivirus for testing purposes: Free AntiVirus
- uninstall the GData from your system
- IMMEDIATELY install and update the free antivirus
- check to see if this fixes the BSOD's

Summary of the dump files:

BugCheck C4, {f6, d8, fffffa8007535b30, fffff880045934ac}
Probably caused by : HookCentre.sys ( HookCentre+b4ac )
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
BugCheck C4, {f6, 204, fffffa8008a6db30, fffff88003afc4ac}
Probably caused by : HookCentre.sys ( HookCentre+b4ac )

 

[apeschi]

I unistalled G-Data and now I have installed Microsoft Security Essential.
I'll check again if I still have problems or not now.
Thanks for your help !
Bye

 

[apeschi]

Again crash and reboot, but without blu screen this time and no minidump new created.
I was running Microsoft Security Essential in background and at the same time I opened a windows update and I started game Klondike. Every time I run Klondike while I have openend Windows update checking new upgrade (not installing of course just check if there is new update), I got dump or reboot, it depends.
Now I'll check again with verifier (in this case I hope that now that G-Data drivers are not installed, I hope that I can re-boot system after verifier settings).

 

[apeschi]

I called Dell today. Now is running check tools from dell (in dvd that is included in Notebook package).
If checks results will be ok, support suggested me to drop partions, re-install a clean Windows version (supplied with notebook). If checks results are not ok (they suggest me to check Ram memory and HD), they will ship to me a replacement HW part.
Now check is still running (for the moment not errors).
Thanks.

 

[apeschi]

I run all check that Dell support suggest me. Not HW problems found. I drop the partitions, a recreate a new partitions and re-installed a clean Windows OS (seven 64 bits).
I got again a crash but in one case (with klondike game and while windows update was checking on networ it there are new updates or not). I have not yet run video again for the moment.
I'm thinking that Windows 7 64 bits, plus drivers, plus software... plus (firmware, hw and so on), is not yet stable.
I never have had crash during hard work (rendering, pc running for one night...), never during test. So I think that is not HW problems (i checked ram, cpu, cash, disk, under stress, advanced testing, motherboard.... full extended check also video, lcd, video adapter, audio adapter, fan, but all hw component passed the test without errors). Test Run for about 10 hours and PC never crahsed.

 

[usasma]

MSINFO32:
Please go to Start and type in "msinfo32.exe" (without the quotes) and press Enter
Save the report as an .nfo file, then zip up the .nfo file and upload/attach the .zip file with your next post.

If you're having difficulties with the format, please open an elevated (Run as administrator) Command Prompt and type "msinfo32 /nfo C:\Users\Public\Desktop\TEST.NFO" (without the quotes) and press Enter. Then navigate to the C:\Users\Public\Desktop directory to retrieve the TEST.NFO file. If you have difficulties with making this work, please post back.

 

[pebbly]

can't help but think klondike here

 

[apeschi]

MSINFO32:
Please go to Start and type in "msinfo32.exe" (without the quotes) and press Enter
Save the report as an .nfo file, then zip up the .nfo file and upload/attach the .zip file with your next post.

If you're having difficulties with the format, please open an elevated (Run as administrator) Command Prompt and type "msinfo32 /nfo C:\Users\Public\Desktop\TEST.NFO" (without the quotes) and press Enter. Then navigate to the C:\Users\Public\Desktop directory to retrieve the TEST.NFO file. If you have difficulties with making this work, please post back.

I got again this evening Memory Dell Test.
I got error on memory.
I run all test booting PC not from Hd with windows 7 but directly from Dell DVD service disk with all service test.
The Memory Test Wdpcmch (Wide Pace March Test) failed with Memory Compare Error on C49EE000h . (not problem seems on 38000000h memory bank).
I run this test more time and I had the same error also on the second check (I got error just on this kind of test, all other previous test were Ok, the last one test did not run because I got this error before).
I restart again this test and PC was stopped (not crash but I have had to stop and restart because was not possible enter command).
I open Ram site and I unmount Ram and exchange the position of two ram memory bank. I restart and I did again the test, now I got no more error but during this test system crash (stop and restart) and test does not finish (so this is why I cannot read again error).
So I think that the problem should be due to Ram Hw problem.

Stress: Pass
WCMATS: Pass
WCMch: Pass
MATS: Pass
MarchB: Pass
XMATS32: Pass
WdPcMch: Failed during Testing C49EE000h bytes Memory Compare Error
MarchS: Not run because previous test failed and lock or crash system

Tomorrow I'll call again Dell support center.
Thanks.
In any case, tomorrow I'll do also the check you suggested.

 

[usasma]

Error on memory = bad memory or bad motherboard
Try the testing suggested starting at STEP 7 here: Memory Diagnostics

 

[apeschi]

Error on memory = bad memory or bad motherboard
Try the testing suggested starting at STEP 7 here: Memory Diagnostics

Seems dual-channel problem. For Dell should be or Motherboard Problems or CPU Problem (Intel i7 handel memory directly).

If I mount just one memory Bank, I got not problem, if I change slot, not problem, if I mount Both 2 RAM Bank I got problem. Seems that system does not handle both two banks.

 

[iidxplus]

apeschi,

I have the same computer as yours with same config, and now encounter exactly the same problem 3 days ago. I also exchanged the position of the ram and it looks like it is fine now.

I just wonder is that blue screen shows up again after you exchange it?
Thanks

 

[apeschi]

Hi,
for me now the problem is closed.

After having changed the Ram slot position I didn't solved anything. I reinstalled a windows 7 64bit to clean the pc but I got the same problem.

I shipped the laptop to Dell support, they re-installed again the Operative System and re-shipped to me the PC but I have had exactly the same problem.

After a long history, at the end of febbruary 2010 (or beginning of March, I don't remember), I obtained to have a new PC from Dell.
I returned my previous computer and I received a new one Studio. The new model works fine and all the problems seems solved.

But... since one month ago I had some new blue screen and reboot while I'm using NAS (If I move, or copy a lot of data), but in this case, I'think that now should be only a problem due to sw or driver conflict because I have had no more crash during normal activities e during the same operations that caused the initial crash. I think that after 8 month of use I have to clean the pc and to re-install operative system.

 

[iidxplus]

Thanks for your reply!

I've talked to Dell technician today and they initially say there is problem with the OS. I told them I have reinstall windows and the blue screen still appeared.

Then they consider there is problem with the hard drive and they decided to send me a new one with OS pre-installed. They say "physical memory" is the hard drive but everyone knows it is the RAM.

I anticipate the blue screen is going to appear again even if I use the new hdd because this is the RAM or motherboard problem obviously...

Did they upgrade your model or just give you another one?