System crash after sleep

[adverley]

Hi all,

I've recently bought a brand new Asus notebook. Because the OEM version was full of bloatware and crashed every day, I clean installed it with a (legal) version of windows 7 professional 64 bit. The computer seemed more stable after the clean install but last 10 days it started crashing frequently again.

I already did some research on the web and tried updating drivers or used the WhoCrashed software to find out what's causing the crash but to no avail. I'd like to point out that it is not a BSOD, it is complete crash without warning or so.

Relevant specs:
- Asus n56: i7 3610qm cpu with nvidia gt 650m gpu
- Windows 7 pro 64 bit
- No SSD (I've read about some driver problems with ssd's)
- USB 3.0 ports (same comment as above)
- It is 3 weeks old.
- The crash itself occurs 30 seconds to 5minutes after resuming my notebook from sleep mode. Please note that WHEN it crashes, it is most of the time coming from sleep. It is not the case that it always crashes after sleeping.
- No BSOD, it is a complete crash like pulling out the battery.
- The cause cannot be personal software (games, downloads, apps, ...) because the crashing was already present at OEM build and after clean install.
- The requested files are included in the zip file.

I hope somebody can help me out. After reading some topics on this forum, I tend to have more trust in the experts on this forum than the shop where I bought this pc.

Do ask for more information if you need any, I'm absolutely willing to run some diagnostics!

 

[Vir Gnarus]

Well, first of all I noticed you turned on Driver Verifier and that it caught Daemon Tools doing something funky. You are using an old version (Jan 2012) of the item, and it is crucial that if you intend to use it that you keep it up-to-date frequently, since it is known to be relatively unstable and they are always adding bug fixes to it.

Other than that, I really am concerned about the fact that your system was crashing from day 1. That means you have a reject, and you'll want to contact the shop/ASUS ASAP on getting that thing replaced. There's no point dealing with trying to fix it or find the bad component when it was sold as a bad product.

 

[Pauly]

edit Vir beat me to it

 

[adverley]

Uninstalled daemon tools and rebooted system. Do I need to install the SPTD file you send Pauly?

I indeed ran Driver Verifier but stupid me didn't know it would go to BSOD (too hasty in searching solutions) so it didn't run fully (restarted with system recovery).
Because the crashing already occurred after a clean install I suspect a Nvidia, Intel or Asus drivers but I'm not familiar with drivers so it's just a wild guess. Also, it mostly happens after sleep mode but I can't find a way to reproduce the problem. That's why the shop and also Asus told me to find a way to force the crash so they can detect the problem and confirm it is a hardware error. They said I can always hand it in for repair but if they can't find any problem (=reproducing the crash) they would have to charge me for the hours and it wouldn't be fixed.

Thank you already for the suggestion

 

[Vir Gnarus]

Are you saying the system is not under warranty? If it is, you should be able to replace it for free, especially through Asus. Keep badgering them about it, and keep calling until you eventually get someone on the line that will cave in and offer you the replacement. There is no reason why you should have to pay a dime when it is still under warranty.

There is no "forcing a crash" on a hardware issue, especially if that hardware actually does end up being the motherboard. Hardware issues can often be erratic and spontaneous, so asking to have you 'force a crash' is just daft. This often is the case when you're dealing with someone who doesn't know what they're talking about. Again, keep calling till you get someone who will consider the request.

 

[adverley]

It is under warranty yes. I think you make an interesting point there: get past the helpdesk and reach the technicians. The windows 7 analysis tool from this site also shows the logs from windows where it is clear that the system is crashing since clean install (around new year) so that's the proof something is wrong.

I'm going to wait one more day and see whether daemon tools was causing the crash. If it didn't, I'll make my call! Thank you Vir Gnarus.

Meanwhile I'd like to ask for suggestions if anybody has one? I'm not particularly looking forward to losing my laptop for ten days so still hoping for some software/driver-related solutions

 

[adverley]

Don't want to double post but because of the heavy activity in this forum my thread is being pushed back lol. Excuse me for the impatience.

 

[Pauly]

Has it crashed again, have you got any more dump files ?