Windows 8.1 Computer Issues - Tried everything but still crashing

pirate_steve · Dec 26, 2013

Hi,

I have been having issues with my laptop for a while and have exhausted all attempts to fix the problem. I was hoping that some of you could either help me out or point me in the right direction

I would post my computer specification but when I run the 'dxdiag' run command the System Model, Manufacturer, Bios & Processor all show N/A. I do know that the laptop is a Lenovo Z585, has 8gb of RAM and a AMD Radeon HD 7660G + 7600M Dual Graphics Card.

I originally had issues a month or so back (the laptop all of a sudden started to crash very frequently). I sent the laptop back as it was under warranty and they replaced the RAM, motherboard and performed a BIOS update.

I received the laptop back at the start of December. All seemed to be fixed, until I upgraded to Windows 8.1 (was running Windows 8).

After upgrading the computer started to frequently crash. I looked at the crash dumps, found a couple of drivers at fault (was an out of date wireless network and graphics driver causing the issue). I updated these and the problem stopped.

However, after a week or so the laptop has started to crash again. The laptop consistently crashes twice a day (with around 8-10 hours of use a day), but these crashes come at varying intervals - sometimes 30 minutes apart, sometimes 5-6 hours.

I have updated all of the drivers that I can to the latest versions, ran memtest and it came back with 0 errors. I also checked the hard disks and these also came back with no errors. I also have no antivirus installed.

Unfortunately 90% of the time when the computer crashes it randomly restarts. The screen goes black and just restarts. This means that I only have a couple of crash dumps as it has only actually crashed with a BSOD twice in the last week.

Most of the crash dumps seem to occur when I have set the power plan to 'high performance' and am playing a game, but this does not happen all the time so I don't think I can attribute the problem to this.

I am not over clocking the system in any way and have barely changed the default settings.

The couple of crash dumps I do have show the driver that failed to be usbhub.sys and ntkrnlmp.exe (the second one has shown up a lot in the previous BSOD that I was getting). I'd be more than happy to upload/post the crash dump files if somebody would be kind enough to let me know how.

I'm new to the forum so have tried to be a descriptive as possible and included everything that could be useful.

Any help would be greatly appreciated

Nikolay Savov · Dec 26, 2013

Hi
Most of the problems with laptops are cause of bad cooling
Is there a nice airflow from the cooling system output ?
Is you fan running noisy ?
Is you laptop running verry hot ?
Use HWINFO - sensor mode to check you temperatures - anythin high than 85-90 is BAD
CPU temp ?
GPU temp ?

For the stated problems cleaning the cooling system radiator plates will reduce the problem

pirate_steve · Dec 26, 2013

The fan runs very quietly and the airflow out of the fan isn't particularly hot. Laptop doesn't get particularly hot either. Airflow isn't blocked off (laptop situated on a table).

Have installed hwinfo - when energy plan is on high performance and am running the game that causes crashing every now and then there is one entry that is very high but I'm not sure what this is (rest of the temperatures are fine).

I have a sensor 'CPU 0' max temp of 74.8, average of 60.0.

But then I have a sensor called 'CPU 0 Package' which has a max temp of 123.8 and an average of 108.7

Nikolay Savov · Dec 26, 2013

The second common problem is chipset or GPU chip "BENT OFF" from the motherboard - this is the way you can test this

- power off
- disconnect the power adapter
- remove the battery
- count to 30

- open the LCD to 90 degree
- NOW perform nice minor twist on the base of the laptop using both hands holding the left and right side of the laptop base
- conect the adaptor and power ON
If you laptop do NOT POST -> motherboard problem

johnbl · Dec 26, 2013

I will take a quick look at your crash dump file if you post it on skydrive

pirate_steve · Dec 26, 2013

Hi,

The 'bent off' stuff doesn't make any difference, the laptop still loads.

As requested, the files are attached to my skydrive (think I have done this correctly!)

https://skydrive.live.com/redir?resid=A7EF77ED6EAD23A4!992&authkey=!AFerKuPyW0cf4tQ&ithint=folder%2c.dmp

johnbl · Dec 26, 2013

looks like it crashed in usbhub.sys. got to run be back in a few hours but will leave the dump in my debugger for when I get back. just a guess but the fault was in a generic hub, not in a oem version. you might want to check your oem to see if they have a custom version for that device.

pirate_steve · Dec 26, 2013

I'm sorry but I don't quite understand what you mean by OEM? :S (I'm a little limited with my computing knowledge

)

johnbl · Dec 26, 2013

Microsoft makes the basic operating system, the Original equipment manufacture (OEM) in your case Lenovo designs their hardware, provides custom, writes custom device drivers for any non-standard hardware they design and installs the operating system. Problem is lots of OEM will make make enhanced piece of hard ware like a USB port that runs faster than the normal spec, they write their own driver for it and ship it with the machine. Later you upgrade your machine and are force to get the custom driver from the hardware vendor. Problem is the vendor has changed the hardware models and does not want to spend the time and effort of providing a rewrite of the device driver for the new OS. Some just punt and say
you can not upgrade to the new software. Or if you do then a bunch of their custom hacks will stop working. for example here is one for your machine: http://download.lenovo.com/lenovo/content/windows8-1/upgrade/ideapad/index_en.html

boils down to the generic Microsoft driver does not work on your device and your OEM does not want you to upgrade because they have not bothered to provide a updated working driver for their customized hardware.

you have to go back to windows 8 for that machine, find a work around, or live without the device until the vendor provides a proper device driver. kind of makes the machines is obsolete. Sorry, it a very common issue with some OEMs they don't make money after the first sale of the hardware, and no money from writing device drivers.

I would put it back to Lenovo to provide a workaround.

notes:
the generic usbhub.sys driver sent a Input/output request packet to the hardware. the hardware failed to respond
in a timely manner so the OS assumes a hardware failure and provides a bugcheck.

pirate_steve · Dec 26, 2013

Ah okay, I understand what you are saying now. So basically if I reset the computer back to the windows 8 OEM that it shipped with then the issue will hopefully be resolved?

For my use it doesn't matter if I have windows 7, 8 or 8.1 so I will try that tomorrow and see if it helps!

johnbl · Dec 26, 2013

yep, but be sure to use the OEMs version of the OS, it will have a modified version of the driver. you don't want to use a generic version or you will just get a bugcheck on the older version of windows.

pirate_steve :

pirate_steve · Dec 28, 2013

I've reset the pc back using the hidden partition that the computer ships with (with all the factory settings etc saved). I couldn't find a bespoke OEM version of Windows 8 for my laptop on the internet (although I was probably looking in the wrong place).

So far I haven't had any crash dumps or cold shutdowns (after around 10 hours). Fingers crossed the issue is sorted

johnbl · Dec 28, 2013

pirate_steve :

the version on the hidden partition is the OEM version (it has been modified from the generic version that microsoft ships)

pirate_steve · Dec 28, 2013

Had no issues until half an hour ago after I woke the laptop up from standby.

Since then I've had 3 cold shutdowns and difficulty booting the laptop (most the time get lines up and down the screen as if the graphics card is failing).

Safe mode doesn't seem to make a difference.

Managed to get one crash dump to have a look at (if you don't mind), unfortunately this one seems a little more complex and I'm having trouble understanding it...

https://skydrive.live.com/redir?resid=A7EF77ED6EAD23A4!1625&authkey=!ADWCuY9StJ2ELIY&ithint=file%2c.dmp

johnbl · Dec 28, 2013

yep, just looked on my wifes windows 8.0 machine and there were 5 directx updates the windows updated had installed. I think you are just behind on the updates because of your system restore. I would ignore the error until all the updates are installed.

edit: date stamp on dxgkrnl.sys is 9/23/2012
1: kd> lmvm dxgkrnl
start end module name
fffff880`03c55000 fffff880`03dbc000 dxgkrnl (pdb symbols) C:\ProgramData\dbg\sym\dxgkrnl.pdb\5C2E2CFCF0DA4FDCA15A562506E89E281\dxgkrnl.pdb
Loaded symbol image file: dxgkrnl.sys
Mapped memory image file: C:\ProgramData\dbg\sym\dxgkrnl.sys\505AB2C6167000\dxgkrnl.sys
Image path: \SystemRoot\System32\drivers\dxgkrnl.sys
Image name: dxgkrnl.sys
Timestamp: Wed Sep 19 23:08:06 2012 (505AB2C6)
CheckSum: 00163932
ImageSize: 00167000
File version: 6.2.9200.16420
Product version: 6.2.9200.16420
File flags: 0 (Mask 3F)
File OS: 40004 NT Win32
File type: 3.7 Driver
File date: 00000000.00000000
Translations: 0409.04b0
CompanyName: Microsoft Corporation
ProductName: Microsoft® Windows® Operating System
InternalName: dxgkrnl.sys
OriginalFilename: dxgkrnl.sys
ProductVersion: 6.2.9200.16420
FileVersion: 6.2.9200.16420 (win8_gdr.120919-1813)
FileDescription: DirectX Graphics Kernel
LegalCopyright: © Microsoft Corporation. All rights reserved.

was the machine applying updates at the time of failure? look for a directx update, and a graphics card update.
I think the directx is automatically updated via windows update. I would just go to control panel, search for windows update, and keep installing updates until you can find no more. then install your new graphics drivers

oh, because you have a lenovo z585 you need to get updates from their support site. They have custom files with the same file names as some of the microsoft generic files. fun, fun, fun

1: kd> k
Child-SP RetAddr Call Site
fffff880`2ae88528 fffff880`03dbe55d nt!KeBugCheckEx
fffff880`2ae88530 fffff880`03d68f8e watchdog!WdLogEvent5_WdCriticalError+0xcd
fffff880`2ae88570 fffff880`03cea10e dxgkrnl! ?? ::NNGAKEGL::`string'+0x2eb2e
fffff880`2ae885c0 fffff800`d31f3e07 dxgkrnl!DpiDispatchPnp+0x92
fffff880`2ae886d0 fffff800`d33046ec nt!IopSynchronousCall+0xc7
fffff880`2ae88740 fffff800`d3305ba5 nt!IopRemoveDevice+0x100
fffff880`2ae88800 fffff800`d33044f5 nt!PnpSurpriseRemoveLockedDeviceNode+0x15d
fffff880`2ae88850 fffff800`d33043e5 nt!PnpDeleteLockedDeviceNode+0x59
fffff880`2ae88890 fffff800`d33026c7 nt!PnpDeleteLockedDeviceNodes+0xa1
fffff880`2ae888f0 fffff800`d32f6ab1 nt!PnpProcessQueryRemoveAndEject+0x647
fffff880`2ae88a60 fffff800`d31f01fd nt!PnpProcessTargetDeviceEvent+0xa1
fffff880`2ae88aa0 fffff800`d2f24511 nt!PnpDeviceEventWorker+0x2e5
fffff880`2ae88b00 fffff800`d2e93551 nt!ExpWorkerThread+0x142
fffff880`2ae88b90 fffff800`d2ed1dd6 nt!PspSystemThreadStartup+0x59
fffff880`2ae88be0 00000000`00000000 nt!KiStartSystemThread+0x16

pirate_steve :

pirate_steve · Dec 28, 2013

It took a while but I have now installed all available updates (were around 85 in total). So far (after around an hour of use) the laptop is booting fine, I have had no BSOD and the laptop is waking up from standby fine. However, the laptop is still randomly restarting sporadically.

I have installed the latest drivers for Windows 8 from the Lenovo website (http://support.lenovo.com/en_GB/research/hints-or-tips/detail.page?&DocID=HT074073)

Is there a way I can configure the laptop to produce a crash dump instead of restarting? Or another way I can troubleshoot what the error is? :S

johnbl · Dec 28, 2013

to config memory dump on windows 8
http://www.thewindowsclub.com/automatic-memory-dump-settings-windows-8

pirate_steve · Dec 28, 2013

I managed to configure it to give me one crash dump (https://skydrive.live.com/redir?resid=A7EF77ED6EAD23A4!1629&authkey=!AKqdPHfluur7ueQ&ithint=file%2c.dmp)

I also have the full crash dump for that this time - Trying to get it on skydrive but it's being a little funny

Seems to be back to the ntkrnlmp.exe fault :/

johnbl · Dec 28, 2013

yay, you got a good memory dump this time, the debugger works with it.

you got some device drivers you don't want to have there. crapware. go and use control panel and uninstall programs that you don't want.

x5xsex_pr148.sys Exent EXETender® for Vista 64 bit listed as crapware or malware. I will look through the list and but there are a bunch of drivers that don't come with the OS

johnbl · Dec 28, 2013

the bugcheck was double fault:
basically, a bug in the cpu that was not fixed in microcode or heat issue.
here is some info on it: http://support.microsoft.com/kb/842465/en-us
fix would be bios update, AMD chipset update if it a microcode patch was required. OEM should already know about the cause and fix for this type of issue

were you reading data from a cd at the time of the crash? or a mounted cd image?

pirate_steve · Dec 29, 2013

I wasn't reading/writing from a cd but I was running a system file check at the time.

I managed to get another one (https://skydrive.live.com/redir?resid=A7EF77ED6EAD23A4!1630&authkey=!ADzrjBwr0ty1K_U&ithint=file%2c.dmp) which points to amd_xata.sys.

That link you posted talks about processors not running at optimum temperatures. Could that be the problem that I mentioned before with one of the sensors showing temperatures of ~110 degrees?

(the CPU0 package sensor - I still haven't managed to find out what this sensor relates too, although the CPU sensor is showing normal temperatures :S).

Il get in touch with the manufacturer later to see if there is a patch / known issue for my processor (AMD A10-4600M)

johnbl · Dec 29, 2013

remove this driver at this location: C:\Program Files (x86)\FreeRide Games\X5XSEx_Pr148.Sys
or use its uninstaller if you can find it. also disable any browser extensions that might be installed that are calling it.

patches for cpu bugs are made in microcode and are included in BIOS updates
edit: maybe your firmware in your bios can disable the core that indicated overheating?
- maybe turn off all power management functions that save power and see if the issue still happens.

pirate_steve :

AlinaC · Jan 14, 2014

Hi!

Have you try this: http://www.askvg.com/fix-windows-8-restart-and-shutdown-problems-by-disabling-hybrid-shutdown-feature ?

I hope it will help you!

Alina

AlinaC · Jan 14, 2014

Hi!

Have you try this: http://www.askvg.com/fix-windows-8-restart-and-shutdown-problems-by-disabling-hybrid-shutdown-feature ?

I hope it will help you!

Alina

pirate_steve · Jan 14, 2014

Hey,

I did try that at one point but to no avail.

Shortly after I tried the above the computer completely deteriorated once again to the point where nothing would boot (not even the in-built recovery media).

Decided that I shouldn't be getting any issues with such a new (pre-built) machine and that it didn't bode well for the future so just used the warranty and sent it back to Lenovo (again!) and it's been put through as an elevated case.

Will hopefully receive the laptop back (or a replacement) sometime next week

Windows 8.1 Computer Issues - Tried everything but still crashing

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