Video hardware error

[Sonic Order]

I've been having problems with the ATI drivers for my HD Radeon 5470. In the last few weeks, a problem with my video hardware has caused my computer to freeze and the screen to go black for a few seconds every now and then. Most of the time, Windows manages to get the video card running again and the screen returns to normal. On one occasion, it froze and the screen remained frozen, so I had to force a shutdown. The video hardware error seems to happen when a lot of memory is being used (for example, doing a virus scan). Please help.


Source
Windows
Summary
Video hardware error
Date
16/03/2012 19:55
Status
Solution available
Description
A problem with your video hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 6153
Extra information about the problem
BCCode: 117
BCP1: FFFFFA8008EFA010
BCP2: FFFFF88003D3EC48
BCP3: 0000000000000000
BCP4: 0000000000000000
OS Version: 6_1_7600
Service Pack: 0_0
Product: 768_1
Bucket ID: X64_0x117_Tdr:2_IMAGE_atikmpag.sys
Server information: 2f2e4d79-fcbf-4601-acca-2b9701970672

 

[zigzag3143]

We do need the DMP file as it contains the only record of the sequence of events leading up to the crash, what drivers were loaded, and what was responsible.

If you are overclocking STOP

You may be able to get the DMP files without crashing by booting into safe mode (F8) with networking.

To enable us to assist you with your computer's BSOD symptoms, upload the contents of your "\Windows\Minidump" folder.

The procedure:

* Copy the contents of \Windows\Minidump to another (temporary) location somewhere on your machine.
* Zip up the copy.
* Attach the ZIP archive to your post using the "paperclip" (file attachments) button.
*If the files are too large please upload them to a file sharing service like "Rapidshare" and put a link to them in your reply.

To ensure minidumps are enabled:

* Go to Start, in the Search Box type: sysdm.cpl, press Enter.
* Under the Advanced tab, click on the Startup and Recovery Settings... button.
* Ensure that Automatically restart is unchecked.
* Under the Write Debugging Information header select Small memory dump (256 kB) in the dropdown box (the 256kb varies).
* Ensure that the Small Dump Directory is listed as %systemroot%\Minidump.
* OK your way out.
* Reboot if changes have been made.

"It's not a true crash, in the sense that the bluescreen was initiated only because the combination of video driver and video hardware was being unresponsive, and not because of any synchronous processing exception".

Since Vista, the "Timeout Detection and Recovery" (TDR) components of the OS video subsystem have been capable of doing some truly impressive things to try to recover from issues which would have caused earlier OSs like XP to crash.

As a last resort, the TDR subsystem sends the video driver a "please restart yourself now!" command and waits a few seconds.

If there's no response, the OS concludes that the video driver/hardware combo has truly collapsed in a heap, and it fires off that stop 0x116 BSOD.

If playing with video driver versions hasn't helped, make sure the box is not overheating.

Try removing a side panel and aiming a big mains fan straight at the motherboard and GPU.

Run it like that for a few hours or days - long enough to ascertain whether cooler temperatures make a difference.

If so, it might be as simple as dust buildup and subsequently inadequate cooling.

I would download cpu-z and gpu-z (both free) and keep an eye on the video temps

http://www.sevenforums.com/crash-lo...op-0x116-video_tdr_error-troubleshooting.html

 

[Sonic Order]

Thanks for the help, zigzag3143. I have attached the DMP file. Any help is appreciated. Some information copied from action centre and event viewer is detailed below.

Log Name: System
Source: Microsoft-Windows-Kernel-Power
Date: 17/03/2012 22:51:21
Event ID: 41
Task Category: (63)
Level: Critical
Keywords: (2)
User: SYSTEM
Computer: David-PC
Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331C3B3A-2005-44C2-AC5E-77220C37D6B4}" />
<EventID>41</EventID>
<Version>2</Version>
<Level>1</Level>
<Task>63</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000002</Keywords>
<TimeCreated SystemTime="2012-03-17T22:51:21.610416000Z" />
<EventRecordID>215778</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="8" />
<Channel>System</Channel>
<Computer>David-PC</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="BugcheckCode">0</Data>
<Data Name="BugcheckParameter1">0x0</Data>
<Data Name="BugcheckParameter2">0x0</Data>
<Data Name="BugcheckParameter3">0x0</Data>
<Data Name="BugcheckParameter4">0x0</Data>
<Data Name="SleepInProgress">true</Data>
<Data Name="PowerButtonTimestamp">129764982433513109</Data>
</EventData>
</Event>

Log Name: System
Source: RTL8167
Date: 21/03/2012 15:23:20
Event ID: 1
Task Category: None
Level: Warning
Keywords: Classic
User: N/A
Computer: David-PC
Description:
Realtek PCIe GBE Family Controller is disconnected from network.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="RTL8167" />
<EventID Qualifiers="32768">1</EventID>
<Level>3</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2012-03-21T15:23:20.562782500Z" />
<EventRecordID>217721</EventRecordID>
<Channel>System</Channel>
<Computer>David-PC</Computer>
<Security />
</System>
<EventData>
<Data>\Device\NDMP5</Data>
<Data>Realtek PCIe GBE Family Controller</Data>
<Binary>00000000020030000000000001000080000000000000000000000000000000000000000000000000</Binary>
</EventData>
</Event>

SourceLog Name: System
Source: Display
Date: 21/03/2012 18:57:29
Event ID: 4101
Task Category: None
Level: Warning
Keywords: Classic
User: N/A
Computer: David-PC
Description:
Display driver amdkmdap stopped responding and has successfully recovered.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Display" />
<EventID Qualifiers="0">4101</EventID>
<Level>3</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2012-03-21T18:57:29.000000000Z" />
<EventRecordID>218177</EventRecordID>
<Channel>System</Channel>
<Computer>David-PC</Computer>
<Security />
</System>
<EventData>
<Data>amdkmdap</Data>
<Data>
</Data>
</EventData>
</Event>

Windows
Summary
Video hardware error
Date
21/03/2012 18:57
Status
Not reported
Description
A problem with your video hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 6153
Files that help describe the problem
WD-20120321-1857.dmp
sysdata.xml
WERInternalMetadata.xml
Extra information about the problem
BCCode: 117
BCP1: FFFFFA8007335210
BCP2: FFFFF88004596C48
BCP3: 0000000000000000
BCP4: 0000000000000000
OS Version: 6_1_7600
Service Pack: 0_0
Product: 768_1

 

[Sonic Order]

I have attached another DMP file. Can someone please look at them and help me?

 

[writhziden]

Did you proceed with the steps laid out in the link given by zigzag3143 for STOP0x116. You are not getting the 0x116 crash, but your crash is nearly identical and the steps there should be helpful. Post back if you need any help with the steps in that link.

http://www.sevenforums.com/crash-lo...op-0x116-video_tdr_error-troubleshooting.html


Update to Service Pack 1 (SP1)

Download Details - Microsoft Download Center - System Update Readiness Tool for Windows 7 (KB947821) [August 2011]

Download Details - Microsoft Download Center - System Update Readiness Tool for Windows 7 for x64-based Systems (KB947821) [August 2011]

Steps to follow before you install Windows 7 Service Pack 1 from the Microsoft Download Center

Service Pack 1 Download site
​

Links to Service Pack 1 (SP1) and preparation for SP1 courtesy of JMH


Possible out of date drivers:

risdpe64	fffff880`05af5000	fffff880`05b0e000	Wed Jul 01 03:31:57 2009 (4a4b2d0d)	000184aa		risdpe64.sys
rimspe64	fffff880`05b0e000	fffff880`05b27000	Wed Jul 01 17:54:49 2009 (4a4bf749)	0001665d		rimspe64.sys
rixdpe64	fffff880`05b27000	fffff880`05b7d000	Sat Jul 04 04:27:00 2009 (4a4f2e74)	000196e3		rixdpe64.sys
bcmwl664	fffff880`05840000	fffff880`05ae8000	Tue Jul 07 18:45:04 2009 (4a53ec10)	002a9bad		bcmwl664.sys

risdpe64.sys
rimspe64.sys
rixdpe64.sys
bcmwl664.sys

 

[Sonic Order]

I haven't done the steps laid out in the link given by zigzag3143 for STOP0x116, but Dell Support Centre advised that I update the BIOS to the most recent version. I think my version is nearly 2 years old.

 

[writhziden]

If they have a BIOS update available through DELL, and your system is stable enough to run it, then do so. If your system crashes randomly and without cause, I would hold off on doing so. A BIOS flash can render the system completely useless if interrupted, and a blue screen crash may interrupt it.

 

[Sonic Order]

Thanks for the help, writhziden. I decided not to update the BIOS for the time being until I get the video hardware problem solved. I read the steps in the link and I'm not really sure what to do. Were you able to read the DMP files that I uploaded?

 

[writhziden]

I was. They were all 0x117 errors, which are just a slight variant of the 0x116 errors and have the same troubleshooting steps.

 

[Sonic Order]

I think the video hardware errors started to happen a lot after Windows Update installed Internet Explorer 9 on 3rd March 2012. My AMD driver version number is 8.742.0.0 and the date is 01/06/2010, so maybe I need to update the driver? I have uploaded another DMP file regarding a video software error that happened just now. The AMD driver detect software at the AMD website recommended that I updated to a new driver.

 

[writhziden]

Same error as the last two. Is your system custom built or built by a vendor?


http://www.sevenforums.com/tutorials/180324-system-info-see-your-system-specs.html

 

[Sonic Order]

It's a Dell Studio 1558 that I purchased new from Dell themselves in 2010.

 

[writhziden]

Generally, I do not recommend updating laptop display card drivers directly from the card manufacturer, but in this case, it may be a good step to at least try. I would recommend that you create a system restore point before doing so, though.

The reason I do not usually recommend it for laptops is laptop manufacturers usually supply a specialized driver for graphics cards to allow the power management schemes to function more reliably. Typically, if this is the case, the graphics card manufacturer will not allow you to install their latest driver for the device, anyway. The fact that you are being told by AMD to upgrade means that it should be okay to do so. Proceed, but as I said: proceed with caution and create a system restore point first.

 

[Sonic Order]

I decided to hold off from installing the new AMD driver. My Anti-Virus software is McAfee. Would that be in conflict with the old AMD driver? I did a system scan and it found nothing wrong.

 

[writhziden]

What version of McAfee do you have installed?

Also: What anti-virus came pre-installed on the system? How did you remove it?

 

[Sonic Order]

McAfee SecurityCenter is the Anti-Virus software that came pre-installed on the laptop. Its latest version is 11.0 and date is 30/01/2012. I never uninstalled it; it's still on the system. A year ago, McAfee SiteAdvisor was causing Internet Explorer to crash, so I disabled it and IE was fine after that until the video hardware errors started.

 

[writhziden]

I wonder if you should try re-installing McAfee. It is possible your version is corrupted and not working properly. How to uninstall or reinstall supported McAfee products using the McAfee Consumer Products Removal tool (MCPR.exe) gives good steps for re-installing McAfee. We usually try not to recommend people remove antivirus software they are paying for, so try that method first. If that does not work, uninstall it (again, with the steps in that link) and replace with either of these two:

• Microsoft Security Essentials - Free Antivirus for Windows
  
  
• http://www.sevenforums.com/system-s...-system-security-combination.html#post1732627

 

[Sonic Order]

I used the McAfee Virtual Technician and it found 3 problems in the Anti-Virus software. I have attached a log. VT was able to fix 2 of the problems, but not the third one.

 

[writhziden]

Did you try re-installing? That should clean up the problems.

 

[Sonic Order]

Thanks for the help, writhziden. I haven't re-installed McAfee Anti-Virus yet. I think the laptop is working fine at the moment, but I'll try that if a video hardware error happens again. Were you able to read the log file?