- Sep 20, 2017
- 1
- 0
- 510
Hello all,
I'm pulling my hair out trying to diagnose a blue screen that one of my users is having. He just got a brand new laptop (Dell Precision 5510) that was set up from the same image as 4 other identical laptops. His is the only laptop encountering these crashes, and I can't seem to figure out what could be causing them.
He's been getting a blue screen at least once per day, and it doesn't seem to be during any sort of particular activity. As far as we can tell, it's happening randomly. The two he gets most frequently are SYSTEM_SERVICE_EXCEPTION and PAGE_FAULT_IN_NONPAGED_AREA. Looking both of those up online, it sounded like the issue could either be a faulty driver or potentially bad RAM. I already tried swapping out his RAM and that did not solve the problem.
The blue screen generally calls out asmtxhci.sys as the cause of the crash. That's a driver for the TB16 Thunderbolt 3 Dock that he uses with his laptop. However, if I open his minidump files with BlueScreenView, other drivers are being called out. I've made sure that the latest system BIOS is installed along with the latest Thunderbolt controller, and the latest Thunderbolt firmware. I updated to the A06 version of the ASMedia driver (asmtxhci) that was available on Dell's site, but that version seemed to have issues - we couldn't get his external displays working - so I reverted back to the A04 version. A04 is the same version that the other users are running and they do not have this blue screen issue.
Since the crashes seem to happen when connected to the dock, I thought that maybe the dock itself could be bad. We have a spare TB16, so I tried swapping his out for our spare - same problem.
As I mentioned, BlueScreenView seems to call out other drivers beside asmtxhci.sys, so I figured maybe this is a problem with a graphics driver since one of the drivers mentioned was rdpencdd.sys and some searching online suggested that corrupt graphics drivers could cause that problem. His laptop has Intel HD 530 internal graphics and an NVIDIA Quadro M1000M discrete GPU. I updated to the latest ODE driver from NVIDIA's website (385.41, at the time of typing this). Intel's site had a newer generic driver version (15.45 at the time of typing this), but when installing it I get a warning saying to use the manufacturer specific drivers, so I performed a repair install of the latest version on Dell's site instead. None of those steps fixed the issue either.
I just can't figure out why one of the users has these issues but not the others, especially since all the computers were created from the same image, so all their drivers and software should be identical. Could it be a bad laptop?
Any assistance that you can provide in determining the cause of these crashes is greatly appreciated. Here is a link to all of the minidump files from this computer for your reference: https://drive.google.com/file/d/0B6e-gTOviCnITDdvUDVlVnQ4X00/view?usp=sharing
Thanks in advance for any help!
I'm pulling my hair out trying to diagnose a blue screen that one of my users is having. He just got a brand new laptop (Dell Precision 5510) that was set up from the same image as 4 other identical laptops. His is the only laptop encountering these crashes, and I can't seem to figure out what could be causing them.
He's been getting a blue screen at least once per day, and it doesn't seem to be during any sort of particular activity. As far as we can tell, it's happening randomly. The two he gets most frequently are SYSTEM_SERVICE_EXCEPTION and PAGE_FAULT_IN_NONPAGED_AREA. Looking both of those up online, it sounded like the issue could either be a faulty driver or potentially bad RAM. I already tried swapping out his RAM and that did not solve the problem.
The blue screen generally calls out asmtxhci.sys as the cause of the crash. That's a driver for the TB16 Thunderbolt 3 Dock that he uses with his laptop. However, if I open his minidump files with BlueScreenView, other drivers are being called out. I've made sure that the latest system BIOS is installed along with the latest Thunderbolt controller, and the latest Thunderbolt firmware. I updated to the A06 version of the ASMedia driver (asmtxhci) that was available on Dell's site, but that version seemed to have issues - we couldn't get his external displays working - so I reverted back to the A04 version. A04 is the same version that the other users are running and they do not have this blue screen issue.
Since the crashes seem to happen when connected to the dock, I thought that maybe the dock itself could be bad. We have a spare TB16, so I tried swapping his out for our spare - same problem.
As I mentioned, BlueScreenView seems to call out other drivers beside asmtxhci.sys, so I figured maybe this is a problem with a graphics driver since one of the drivers mentioned was rdpencdd.sys and some searching online suggested that corrupt graphics drivers could cause that problem. His laptop has Intel HD 530 internal graphics and an NVIDIA Quadro M1000M discrete GPU. I updated to the latest ODE driver from NVIDIA's website (385.41, at the time of typing this). Intel's site had a newer generic driver version (15.45 at the time of typing this), but when installing it I get a warning saying to use the manufacturer specific drivers, so I performed a repair install of the latest version on Dell's site instead. None of those steps fixed the issue either.
I just can't figure out why one of the users has these issues but not the others, especially since all the computers were created from the same image, so all their drivers and software should be identical. Could it be a bad laptop?
Any assistance that you can provide in determining the cause of these crashes is greatly appreciated. Here is a link to all of the minidump files from this computer for your reference: https://drive.google.com/file/d/0B6e-gTOviCnITDdvUDVlVnQ4X00/view?usp=sharing
Thanks in advance for any help!
Facebook
Twitter
Instagram