Solved Strange case of BSOD

[honeybunny]

Hi everyone,

First of all, I carefully read the BSOD posting instructions... but haven't run the programme on my machine yet, because it refuses to start.

BUT, please bear with me a minute:
I think mine is a strange case: the same problem happened on two different computers I own, operating under different OS, only when connected to the same monitor (not at once).

I'll explain: I suffered a number of BSODs on my regular PC for a week (Acer OS Windows 7, regulardly updated) - initially after long periods of standby and/or power save, then at random, sometimes I couldn't even start the PC.
I did all I could, rebooted in safe mode, ran anti-virus scans, spyware scans, didn't find anything malignant, and I thought it seemed to be working again (well it worked for a whole day just doing the scans). Then crashed again, and again, and... So I gave up and though I'd use my small laptop until I had time to do something about it, just getting my work done at least.

My small laptop is mini MSI machine, running under Windows XP, totally different/independant, which I only use to work in the garden or on holiday etc..
It runs with a minimum of useful programmes and files. I soon connected it to my regular keyboard and mouse for comfort, and resumed work.

Then I thought - the MSI screen being impossibly "mini" - why not connect it to my regular 19" widescreen LCD monitor (Philips)?
Which I did. Thought I was very clever for a few minutes... until bang, BSOD (to be honest, I'm not sure whether it was black with strange characters or blue), but the laptop crashed.

Once past my initial "oh, not again" reaction, I unplugged the monitor (which had gone into "no signal/video input" before turning itself off), and looked more closely at the MSI... which looked "dead". And using the on/off switch (which, incidentally, is also the switch to exit powersave mode and return to Windows), I ressucitated it. The machine started again, looking just like it does when I switch it back on after a long period of standby. No error message, nothing, as if nothing had ever happened.
I've stuck to NOT using the big monitor since, and my little laptop is still perfectly fine (if a little small).

One last thing - in case it may be of use - when the main PC crashed, the blue LED that means it's running always remained lit, I had to force-switch it off (pressing the power switch until it went dead) every single time.
It never went really "dead" nor rebooted (like I've seen with previous PCs following BSODs).

Any idea? Could it be the monitor?
Please. Suggestions/diagnosis welcome.

PS: now I feel stupid because I've been writing from my mini-laptop connected to the big monitor the whole time hoping something would happen to help with the diagnosis, and it hasn't crashed... yet.

Next step, I'll download the JCGriff programme on the main PC if I manage to get it started (would it still work I I start it in safe mode?) and will let you know...
----------------

System spec info:
Is Windows 7 . . .
- x86 (32-bit) or x64 ? no sure, need to check when I can restart the machine
- the original installed OS on the system? YES
- an OEM or full retail version? OEM

- What is the age of system (hardware)? 1-2 years old (more or less)
- What is the age of OS installation (have you re-installed the OS?) - same as before: never re-installed it.
And the monitor is under 18 months old.

 

[writhziden]

Yes, the jcgriff2 report would work in Safe Mode. The perfmon report will not run in Safe Mode, but it is not that important. If you cannot get the jcgriff2 report to run:

• http://www.sevenforums.com/tutorials/179397-dump-files-upload-sevenforums.html
  
  
• Please upload your msinfo32.nfo file. To get this: Start Menu -> Type msinfo32 into the Search programs and files box -> When it opens, go to File, Save -> Save as msinfo32.nfo and save in a place you will remember -> Let it finish the process of gathering and saving the system info -> Right click the .nfo file, click send to compressed (zipped) folder -> Upload the .zip file here.

For the monitor related issues, they may be due to a graphics card or display device conflict. We will need to analyze the .dmps to know more.

 

[honeybunny]

Thanks a lot writhziden for taking the time to reply to my (long) post

I'll see if I can start my PC & run the programme later on today, then will upload the info you requested.

Bye for now,
Honeybun

 

[writhziden]

You're welcome. Look forward to the reports.

 

[honeybunny]

BSOD JCGriff report

Dear writhziden , and everyone who's around to help,

I've finally got round to running the JCGriff program, and you should find attached to this post the resulting zipped file as instructed.

Now, regarding the news... I've been mostly working on my mini laptop using the main monitor, without further mishaps, the one time it bugged while using my laptop must have been my accidentally touching the monitor plug I guess...
I've also switched on the PC on a couple of occasions, making sure it never went into "power save" mode, and it didn't blue-screen me again... I was able to sync my iphone, to do accounts on Money, upload files I needed, etc., no problem. I'm using it right now, with the "power save" mode de-activated (there's only a basic slideshow / screen saver, which comes up after 5 minutes, it doesn't seem to cause any problem).

Regarding the PC specs, now that I've got the computer up and going, I can complete the "bit" thing:
System spec info:
Is Windows 7 . . .
- x86 (32-bit) or x64? x64
- the original installed OS on the system? YES
- an OEM or full retail version? OEM
- What is the age of system (hardware)? 1-2 years old (more or less)
- What is the age of OS installation (have you re-installed the OS?) - same as before: never re-installed it.
----
I hope the attachment will work alright... it said it was uploaded, but didn't generate a link(?) :huh:

There we go, this was my message in the bottle, bye for now,
and thanks in advance for any help given.
Honeybun

 

[writhziden]

You have some out of date Intel drivers. Intel® Driver Update Utility is the best place to resolve them. Even if the scan says the drivers you have are valid, that does not mean they are up to date. You should update them by following the link to the driver site itself.

Your Intel storage drivers are out of date.

1. Go to Intel® Driver Update Utility,
2. run the utility,
3. click on the link for Chipset Family,
4. scroll down and select Standard Version.
5. There is a page that loads with information on other Intel drivers for your system including Intel storage drivers. You may have to let it load for 10-15 seconds before it displays your particular drivers link.
6. Go to that link, download the drivers, and install them.

 

[Layback Bear]

After doing the recommended things from Writhziden. When you switch to the bigger screen do you do a normal restart or a cold boot to let Windows 7 pick it up. When coming out of a power save mode to a larger screen demanding more power might be confusing to the system.

 

[honeybunny]

Hi writhziden & layback bear, and thanks for the comments.
Will update the drivers as soon as possible.
I'm back on the mini laptop/main monitor as the PC crashed this morning, so the problem is still there.
Will let you know of further developments...

Layback Bear, regarding how I switch back to the main monitor... I just switch off the mini laptop, unplug the monitor cord to plug it back onto the PC unit (which, at that point, is still switched off), and then start the PC normally using the on/off switch.
So, unless when I switch the PC on the black screen comes up saying "windows didn't shut down properly, what do you want to do, etc.", I let it do its thing, and it does pick up the monitor.

One last thing, when the PC crashed this morning, no BSOD, the monitor just went black (like in standby mode) and the keyboard went dead. At which point I had to force the PC to switch off, because I didn't know what else to do (same as before).

Thanks again for your time, will update the drivers and let you know how it goes.

Honeybun

 

[writhziden]

It may be a display issue, or it may be the chipset driver is not providing proper support for the display driver. We will have to see which is the case once you have updated the drivers.

Your blue screen crashes from over a month ago pointed to the Intel storage drivers, which is why I recommended updating those. I realize now I was not clear on that point. Those are important drivers for your hard disk to interface properly with the system, so it is not surprising that those being out of date would cause conflicts.

See how things go once all Intel drivers are downloaded and the latest versions installed.

 

[honeybunny]

Hi there!

Well, I 've run the Intel® Driver Update Utility, it said my chipset drivers were up-to-date (?).
Two other categories of drivers were not, so I updated them.
I also manually updated my NVIDIA drivers (I think it's my graphics card?) - apparently, they were way behind, I updated them all, including the display drivers (could that be it?).

Now Windows Update's suggesting two more updates that didn't install successfully this morning (2 out of the 18 on the list were unsuccessful), one of them concerns my keyboard... so you never know...
I'm going to run the updater now, and will keep you posted.

Thanks for the help so far
Honeybun

 

[honeybunny]

Latest developments:
The Windows updates that keep failing:
"update for Windows 7 x64 processor (KB2677070)", the download manager kept failing, so I went to the microsoft website, tried to dowload it manually, only to get a message saying this update does not apply to your computer (?). So why is it on the list of "important updates"?

The other failure concerns the "Microsoft-Other hardware-Microsoft Hardware USB Keyboard". Tried it several times, keep getting error message 80070103.

Not sure what I should do now...

 

[writhziden]

Run the FixIt from How do I reset Windows Update components? and report back whether it resolves the issue.

 

[honeybunny]

Hehe!
I ran the Fix it programme as instructed, and it seems that did it, the updates have now been completed successfully!
Plus I haven't had any new BSOD scare for the past 2 days... fingers crossed.
Thanks for the tip!

 

[writhziden]

Excellent news! Once you are sure all problems are solved, you may mark the thread solved.

Let us know when you feel confident that is the case.

 

[honeybunny]

Hi again,

Well, it didn't work for very long...
On Friday, my husband was trying to check his email when the PC crashed. The usual: screen goes dark, says "no video input", keyboard & mouse lost too. So he force-switched it off, and used the small laptop instead.
Not knowing that, when I got up, I switched the PC on, it stayed on the "acer" screen forever without doing anything, and the F8 / F11 keys didn't work either. Force-switched it off. Then on again, this time, had a glimpse of the "Windows start-up" screen before everything went dark again.
Next attempt, all dark, but a strident & persistent whistling sound (very painful to the ear), so we turned the whole thing off, & unplugged it.
Next day, same again, so we opened the central unit, hoovered the inside carefully and made sure all the memory cards were properly set into their slots.

The computer started again. It seemed to be fine all day after that.

Today: I used it this morning, no problem until this afternoon. It wanted to upload new Windows updates, and one of them succeeded, one of them failed (update for Windows 7 x64 processor (KB2677070)). The same one that failed last time???! Does it mean it keeps trying to upload the same update or do they keep the same number for new ones? Last time it happened, I had run the "Fix it" programme following your advice, and apparently the problem had been solved & the update installed... now I don't know why it's coming up again.

I'm going to switch the PC off now, tomorrow I'll run the Microsoft "Fix it" programme again, then see how it goes from there.
I'm afraid there's something really wrong with it though. We've tried about everything... :huh:

In the meantime, thanks for the help, rest assured I'll post a "yeah-eah, problem solved!!" as soon as I can say that for sure!

Honeybun

 

[writhziden]

hoovered the inside carefully

Are you saying you vacuumed the inside of the system? That causes static build up and static damage to the components...

Further reading: Avoid Static Damage to Your PC


Dust Removal:

To remove dust, follow the subsequent general procedure. If you have a desktop bought from Dell, HP, Sony, Lenovo, etc. make sure removing the desktop casing will not void your warranty first. Call the company if you are still under warranty and ask if it is okay to remove the casing and blow dust out. The procedure described is fine for laptops; just make sure no stickers are on panels saying if you remove the panel it will void the warranty.

1. Shut down and turn off your computer.
2. Unplug all power supplies to the computer (AC Power then battery for laptops, AC power for desktops)
3. Hold down the power button for 30 seconds to close the circuit and ensure all power drains from components.
4. Remove the casing for a desktop, or remove any screwed on panels and disc drives for laptops.
5. Blow out the dust inside by using a can of compressed air or a low pressure compressor. You will want to put the computer on a desk or table so you can maintain the can in an upright position if using a can of air. Blow into all crevices on the motherboard, heat sinks, cards, modules, etc. for a desktop. Blow into vents, opened panels, disc drive areas, USB ports, and the keyboard if it is a laptop. You may also want to blow inside the disc drive by replacing the drive to the laptop, starting the computer, opening the drive, and then turning off the computer and removing all power as described above including the 30 second power button step. For a desktop, you may also want to blow inside the disc drive by starting the computer, opening the drive, and then turning off the computer and removing all power as described above including the 30 second power button step.
6. Replace casing for the desktop. Replace panels and disc drive (if you have not already done so) for the laptop.
7. Plug power supplies in. AC adapter for the desktop. Battery and then AC Adapter for the laptop.
8. Start the computer and see if performance is better.

Easier Laptop steps:

1. Get a can of compressed air...
2. Shut down and turn off your system...
3. Unplug the system from any docking stations...
4. Remove the AC Adapter and then remove the battery...
5. Hold down the power button for 30 seconds to ensure all power is drained from the components. This closes the circuit and allows any remaining power to dissipate; it also clears the temporary memory of corruption and resets hardware/software connections. No permanent changes are made to the system doing this step...
6. Use the can of compressed air to blow into every vent, crevice, keyboard key, USB port, VGA/monitor port, etc...
7. Replace the battery and then plug in the AC Adapter...
8. Replace the docking station...
9. See how the system runs after doing all these steps...

   Warning

:warn:WARNING: Never use a vacuum cleaner or hair drier to clean dust out of your system!!

 

[honeybunny]

Are you saying you vacuumed the inside of the system? That causes static build up and static damage to the components...

Oops. Well, I'll know better next time.

The PC hasn't done a blue nor black screen on me for a long while now, just the same old Windows Update problem: failed update for Windows 7 x64 processor (KB2677070).
By the way, can you tell me one thing, is it normal that Windows should update, like, every single time I turn on the PC? I mean, during the year, I use it every work day, and almost every morning it requires the installation of new updates... so I was just wondering if that was normal...?

Now, regarding that update issue, I haven't been able to fix the problem this time (last time the "Fix It" tool had solved it).
I followed the Windows update "help center" instructions, spent the whole of yesterday downloading some "corrective" tool for Windows Update from the Microsoft website, installed it, ran it this morning, it said "installation successful", but the problem remains.
That one component (update for Windows 7 x64 processor (KB2677070)) won't install.
Now I've just run the FixIt tool, like I did last time, it said it had fixed the problem, and there were no more issues, but the update still won't install.

It's the one problem that remains. Other than that, the computer has been running fine for a few days now.
Don't know what to do next...

Thanks Writhziden for all the advice & help already provided... and to come...

Honeybun

 

[honeybunny]

no news, good news?

20 Aug. 2012

Hi everyone,

I've been away on holiday for the last two weeks, and there have been no further developments nor BSODs; Only the issue of the Windows update not installing remains.
I'm going to work on my computer this week, so in case no other BSOD happens, should I signal the thread as "solved"?

Should I create a new post in some other section of the forum regarding the Windows update problem?

Thanks in advance,
Honeybun

 

[honeybunny]

Just one final update: technically, the BSOD problem is resolved, as it hasn't happened again.
Let it be mentioned that I've stopped updating my Windows system for the past months. I got fed up with the daily requests for updating, followed by the inevitable "please restart computer" requests wasting my time away.
It's certainly stupid of me, but I've given up on trying to make ALL the updates install properly, as the same ones kept failing for no understandable reason.
Anyhow, thanks for the help provided, as as I now have a working computer again, it hasn't failed me once since my previous post 97 days ago!

Honeybun