Solved (Some random color)SOD while USING computer normally

[ppkhoa]

I have a Dell L502x. About 4 months ago (and still happen now), my computer just give me a single colored screen and lock up like this picture. In that case, it's pink, sometimes it give me other colors like black, white, green,... just a plain screen without information and the fan just rev up. Restarted the computer and a few minutes later it happens again. Sometimes it can stay up for days, sometimes it just a matter of minutes. I was using Windows 8 and keep getting that, so I went back to Windows 7, still happen! One time I don't use the external monitor, I can see the bsod (maybe it cannot output the bsod to external monitor?) error regarding Nvlddmkm.sys. I tried running the Diagnostics but it said no dump found although I have already followed the guide to make complete dump (running the .reg file). But anyway, I have attached the folder with this post. I hope somebody can help me.

At first, I thought my computer was overheating, I disassembled it and cleaned up the fan and components, but it still happens. I ran CrystalDisk and I found this: Picture. Is it bad? What's wrong with my computer ...

 

[Arc]

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.

Stress test the Graphics Card using Furmark.
Video Card - Stress Test with Furmark

Let us know the results. And, are you within warranty?

 

[ppkhoa]

Too bad my computer JUST got out of warranty for a few months...

I will run the test overnight. But does the hard drive diagnostic good? The second screenshot in the first post? My hard drive still in good health, right? I saw the worst value is higher than threshold, should it?

 

[Arc]

Nothing is bad in it, apparently.

 

[Saurabh A]

Hi ppkhoa,

Since the issue duplicated after you migrated from Windows 8 to Windows 7, it does not appear to be a software related problem.

Your system has an older BIOS version (A9). Try flashing the latest BIOS and check results.
Note: Before flashing the BIOS please check the following: 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 http://dell.to/15KdW2P to download the latest (A11) BIOS version. Follow the on-screen instructions to follow through with the installation.

Arc has correctly suggested you with the Memory and Video Card diagnostics. The test are likely to produce some decisive results. Apart from these tests, I would suggest you to run the built-in system diagnostics also. The on-board tests scan all internal components and may also produce conclusive results.
- To run the diagnostics (PSA - Pre Boot System Assessment), you may refer to the following article: http://dell.to/ZxQoxc

Do reply with the findings. We will take it forward from there.

 

[ppkhoa]

Okay, so here's what I did: I updated the BIOS, ran the MemTest, I took a picture of the screenshot here. Also, when I ran the Furmark for Graphics Card test, I let it run for a while, it doesn't seems to cause any crash or error. Look here. I took that picture a little early, I let the test run for another 25 minutes, the temperature still maxed out at 95oC and the statistics is just like what you see in the picture, except the time is more. After that, I play SimCity for a while (4 hours) and then it give me this and my computer just lock up like I said in the first post, the color this time is different than the last time. I have attached the new diagnostics with this post.

Note that I have already chose to only display on external monitor, the laptop monitor is still on (don't know how to turn it off, I used the Dell touch button, next to the WaveMaxx Audio button to turn the screen off but it's only turn the external monitor off)

Edit: I have run the PSA and here's the result. It asked me if I want to continue after the first few tests and says it may take 30 minutes or more, I chose yes and the screenshot is the result afterward. After I restarted my computer after PSA, I got another color screen

 

[ppkhoa]

Hi ppkhoa,

Since the issue duplicated after you migrated from Windows 8 to Windows 7, it does not appear to be a software related problem.

Your system has an older BIOS version (A9). Try flashing the latest BIOS and check results.
Note: Before flashing the BIOS please check the following: 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 http://dell.to/15KdW2P to download the latest (A11) BIOS version. Follow the on-screen instructions to follow through with the installation.

Arc has correctly suggested you with the Memory and Video Card diagnostics. The test are likely to produce some decisive results. Apart from these tests, I would suggest you to run the built-in system diagnostics also. The on-board tests scan all internal components and may also produce conclusive results.
- To run the diagnostics (PSA - Pre Boot System Assessment), you may refer to the following article: http://dell.to/ZxQoxc

Do reply with the findings. We will take it forward from there.

I really do appreciate your help! These crashes are ruin everything...

 

[Saurabh A]

Hi ppkhoa,

Regular system crashes can get frustrating. Troubleshooting such issues may take a while as we diagnose and narrow down to isolate the root cause. Please be assured; will ensure that we reach a conclusive foreground as soon as possible. Thanks for being co-operative.

The diagnostic tests do not point at any hardware issues so far. I recommend you try re-installing display drivers in the correct sequence to see if that helps. 'XPS L502x' is shipped with 'Optimus technology. The currently installed drivers in your system do not appear to be the OEM drivers. Would suggest you to uninstall the display drivers (Intel and nVidia) and re-install fresh set of drivers from Dell support website. Please refer to the following article to find detailed steps and the recommended sequence: http://dell.to/14tZ3Sj

Note - To install fresh drivers, use the links shared below.
To install drivers for Intel HD Graphics 3000, click http://dell.to/12lxI6k
To install drivers for nVidia GeForce GT540M, click http://dell.to/11yAgJp

After both drivers are installed, follow the steps listed in the following tutorial to switch displays between the laptop and monitor: http://www.sevenforums.com/tutorials/2019-presentation-mode-change.html. 'Projector only' mode is likely to result in display only from the external monitor.

Observe the system performance to see if it crashes again. Do reply with the findings. We would be glad to assist.

 

[ppkhoa]

Hi ppkhoa,

Regular system crashes can get frustrating. Troubleshooting such issues may take a while as we diagnose and narrow down to isolate the root cause. Please be assured; will ensure that we reach a conclusive foreground as soon as possible. Thanks for being co-operative.

The diagnostic tests do not point at any hardware issues so far. I recommend you try re-installing display drivers in the correct sequence to see if that helps. 'XPS L502x' is shipped with 'Optimus technology. The currently installed drivers in your system do not appear to be the OEM drivers. Would suggest you to uninstall the display drivers (Intel and nVidia) and re-install fresh set of drivers from Dell support website. Please refer to the following article to find detailed steps and the recommended sequence: http://dell.to/14tZ3Sj

Note - To install fresh drivers, use the links shared below.
To install drivers for Intel HD Graphics 3000, click http://dell.to/12lxI6k
To install drivers for nVidia GeForce GT540M, click http://dell.to/11yAgJp

After both drivers are installed, follow the steps listed in the following tutorial to switch displays between the laptop and monitor: http://www.sevenforums.com/tutorials/2019-presentation-mode-change.html. 'Projector only' mode is likely to result in display only from the external monitor.

Observe the system performance to see if it crashes again. Do reply with the findings. We would be glad to assist.

It still crashes, but the laptop monitor won't turn on when I select projector only, that's a good news. After install the old version from the link you provided, can I update the driver? Or should I keep the current version you provided? Anyway, the system still crash randomly, giving me colored screen as I described above.

 

[ppkhoa]

Here's another weird crash screenshot: here

 

[Saurabh A]

Hi ppkhoa,

Thanks for the response.

Would like to know if the issue occurs only with SimCity. Please try playing other games to see if the issue duplicates. Would also suggest you to unplug the external monitor (for testing purposes) and play the game on the laptop's integrated display. Do share the results.

If you experience display distortion/issues with the laptop screen also, you may configure 'nVidia Optimus' settings to ensure that the game is being handled by the discrete GPU only. Open nVidia Control Panel and ensure that executable file of SimCity is added in 'Program Settings' and is being controlled by 'nVidia controller'. Refer to the image below:

:

Also ensure that the 'Global Settings' also has SimCity listed as being handled by the discrete card. Take a glance at the following video to find detailed steps on configuring Optimus for a game/program: http://www.youtube.com/watch?v=IAVWZQVU7uk&list=UU4din6F8ZRY7G_csrfIEA5Q&index=6&feature=plpp_video

The drivers that I suggested are the latest OEM (Original Equipment Manufacturer) drivers available for this unit. An update should not be required. However, if you continue to experience issues, updating the drivers from the manufacturer website will be worth a shot.

Hope this helps. Do reply with the findings. I'll take it forward from there.

 

[ppkhoa]

I have found out that the problem isn't the Graphics Card. It's the USB 3.0 driver. By installing the version you provided, the crash happen more frequently. I tried another Renesas USB 3.0 from Intel, crashes happen less but still happen. I found this driver for Renesas/NEC USB 3.0 driver, installed it and even less crashes happen, haven't experienced one since I install this driver here. I found it here. My guess is the USB 3.0 driver is conflicting with other driver on my laptop, therefore causing crash.

The laptop crashes even I'm not in game (browsing the web, typing documents, etc...) and the crashes are very random, sometimes I just boot up my computer and login, it crash, sometimes it can stay up for 2-3 days. I will post more about this in a week, let's see if the new driver is causing any crash.

 

[Saurabh A]

Hi ppkhoa,

Thank you for the reply. Glad that the system is stable now.
Please continue to observe its performance. Let me know if you need any further support.

 

[ppkhoa]

Crashes still happen but less frequent. Also, with the OEM graphics driver, sometimes my computer can recover and I can continue working, sometimes it just crash and can't recover. The error says NVidia Windows Kernel Mode Driver crashed and have recovered (it's not exact word but that's what I saw). Maybe you can find it in the diagnostics?

 

[ppkhoa]

I tried another setup, 2 external monitors, one connected with my laptop through HDMI (NVidia graphics card) and one connected to my laptop through MiniDisplay port (Intel HD Graphics Card, as it said in Nvidia control panel). If I play SimCity on the MiniDisplay port, no crash happens, if I play it on the HDMI monitor, crashes happen. The crashes are similar to the ones I reported before. Discrete GPU has lower performance than Intel Graphics Card? That's weird...

Edit: I'm using 2 monitors as a dual monitor setup but each of them is running on a different graphics card.

 

[Saurabh A]

Hi ppkhoa,

Thank you for sharing the details.
I checked the crash dump; did not get any conclusive results.

Since the system functions properly with MiniDisplay port, it could be an issue with the HDMI port itself. In one of my earlier posts, I asked you about the way system behaves when used without an external display. Could you test it and share the findings? It is also likely that HDMI port is connected to the 'Intel adapter' (Integrated graphics); does happen with some machines built with 'Optimus technology'. I am trying to find more information around this subject.

In the mean while, I recommend you to try performing a clean Windows reinstall to see if that helps. This will help us to isolate the possibility of any software causing a conflict/issue. Note: Please backup all data on an external media before attempting a re-install.

If required, the motherboard may need replacement. I'll try to make arrangements for a service call, based on the system's warranty status.
Let me know the findings. I will be glad to assist you.

 

[ppkhoa]

I've just recently renew my warranty contract with Dell.

About my laptop, the HDMI port uses Nvidia graphics card, I checked it in Nvidia control panel. Whenever I plug in a monitor to the HDMI port, it uses Nvidia Graphics Card. Anything got plugged into MiniDisplay port uses Intel. Only the laptop screen uses both, therefore make use of Optimus Technology (I don't like it though...). Anyway, I tried unplugging all the monitors and use the laptop screen only. Whenever a program uses the discrete graphics card, it crashes (I forced it to run on Nvidia graphics card by right click on the program and then choose run with graphics processor, then choose nvidia). If I choose run with Intel card, nothing's wrong happen, no crash at all.

You do remember I came from Windows 8, right? I use Windows 8, it crashes too much, went to Windows 7, still crashes like crazy. I did what you said, re-install everything, I don't have much data on my computer (lots of them on the cloud) so re-install is fast. Crash still happens.

 

[Saurabh A]

Hi ppkhoa,

Thank you for the response.
Please share the following details through a private message. I'll try to make arrangements for the motherboard replacement.

1. System Service Tag
2. Account Holder's name (As in Dell Records)
3. Country where the system was purchased
4. Country where it is currently being used

Do reply with the information. I'll review the case for further course of action. Let me know if you have any further questions.

 

[ppkhoa]

I have went back to Windows 8 and my laptop just crashed, again. This time, a BSOD appear, dumping information. It was a DPC_WATCHDOG_VIOLATION error. I don't know what's that mean. I got the dump file in the minidump folder, used the SF diagnostics tool to gather all the information. Please take a look if it means anything

 

[Saurabh A]

Hi ppkhoa,

Thanks for sharing the details.
I'll review the information and will respond by tomorrow.