Brand New laptop keeps giving me Blue Screens of Death

January 5, 2014 at 07:30:56
Specs: Windows 8.1 64bit, Intel Haswell Core i7-4800MQ (2.7GHz - 3.7GHz, 6MB Intel Smart Cache) / Nvidia GeForce GTX 780M / 32gb DDR3 1600MHz RAM
Hello,

I'm having blue screen crashes on my laptop. They seem to happen only when I'm on YouTube watching videos using Google Chrome. Sometimes it's a few seconds into a video I receive a crash, or after 8 or 9 videos. They use to be more frequent, but after upgrading my drivers most of everything else is stable. I can browse the internet all I want, view PDFs, email, even run highly intensive applications. But when I go to YouTube, I crash.

I ran Prime95 for 4 hours to see what would happen. It passed everything without error.

I used WhoCrashed to see who's to blame. It keeps coming back to an Nvidia driver and my Sympatic Touchpad driver. The Nvidia driver I tried using the up-to-date driver and the beta one available. I get crashes on YouTube for both. The Sympatic Driver is for Windows 8 64bit because the WIndows 8.1 64 bit version of it would cause my Touchpad to lock and unlock repeatedly until a crash happens.

So I'm stuck. If it's just a driver issue, I rather fix it at home then send it back to the factory because I need this laptop for my job. I'd appreciate any help anybody can offer.

Thanks in advance.

Errors:

On Sun 1/5/2014 1:11:10 PM GMT your computer crashed
crash dump file: C:\WINDOWS\Minidump\010514-17250-01.dmp
This was probably caused by the following module: dxgmms1.sys (dxgmms1+0x5FAD)
Bugcheck code: 0xD1 (0x6F200, 0x2, 0x1, 0xFFFFF80001820FAD)
Error: DRIVER_IRQL_NOT_LESS_OR_EQUAL
file path: C:\WINDOWS\system32\drivers\dxgmms1.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: DirectX Graphics MMS
Bug check description: This indicates that a kernel-mode driver attempted to access pageable memory at a process IRQL that was too high.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in a standard Microsoft module. Your system configuration may be incorrect. Possibly this problem is caused by another driver on your system that cannot be identified at this time.

On Sun 1/5/2014 1:11:10 PM GMT your computer crashed
crash dump file: C:\WINDOWS\memory.dmp
This was probably caused by the following module: dxgmms1.sys (dxgmms1+0x5FAD)
Bugcheck code: 0xD1 (0x6F200, 0x2, 0x1, 0xFFFFF80001820FAD)
Error: DRIVER_IRQL_NOT_LESS_OR_EQUAL
file path: C:\WINDOWS\system32\drivers\dxgmms1.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: DirectX Graphics MMS
Bug check description: This indicates that a kernel-mode driver attempted to access pageable memory at a process IRQL that was too high.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in a standard Microsoft module. Your system configuration may be incorrect. Possibly this problem is caused by another driver on your system that cannot be identified at this time.

On Sun 1/5/2014 11:49:17 AM GMT your computer crashed
crash dump file: C:\WINDOWS\Minidump\010514-17375-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x14DCA0)
Bugcheck code: 0xA (0xFFFFF80388F81990, 0x2, 0x0, 0xFFFFF80378D388A8)
Error: IRQL_NOT_LESS_OR_EQUAL
file path: C:\WINDOWS\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This indicates that Microsoft Windows or a kernel-mode driver accessed paged memory at DISPATCH_LEVEL or above.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.

On Sun 1/5/2014 10:35:41 AM GMT your computer crashed
crash dump file: C:\WINDOWS\Minidump\010514-17812-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x14DCA0)
Bugcheck code: 0x1E (0xFFFFFFFFC000001D, 0xFFFFE00000438DC6, 0xFFFFE00000DB5080, 0xFFFFE000005E6000)
Error: KMODE_EXCEPTION_NOT_HANDLED
file path: C:\WINDOWS\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This indicates that a kernel-mode program generated an exception which the error handler did not catch.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.

On Sun 1/5/2014 8:06:13 AM GMT your computer crashed
crash dump file: C:\WINDOWS\Minidump\010514-20125-01.dmp
This was probably caused by the following module: nvlddmkm.sys (nvlddmkm+0x9A879)
Bugcheck code: 0xC4 (0xF6, 0x110, 0xFFFFE000066B5080, 0xFFFFF8000212E879)
Error: DRIVER_VERIFIER_DETECTED_VIOLATION
file path: C:\WINDOWS\system32\drivers\nvlddmkm.sys
product: NVIDIA Windows Kernel Mode Driver, Version 331.93
company: NVIDIA Corporation
description: NVIDIA Windows Kernel Mode Driver, Version 331.93
Bug check description: This is the general bug check code for fatal errors found by Driver Verifier.
A driver references a user-mode handle as kernel mode. This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 331.93 , NVIDIA Corporation).
Google query: NVIDIA Corporation DRIVER_VERIFIER_DETECTED_VIOLATION

On Sun 1/5/2014 6:57:05 AM GMT your computer crashed
crash dump file: C:\WINDOWS\Minidump\010414-18531-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x14DCA0)
Bugcheck code: 0xA (0xFFFFF80369FFC68F, 0x2, 0x0, 0xFFFFF8036C8B0234)
Error: IRQL_NOT_LESS_OR_EQUAL
file path: C:\WINDOWS\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This indicates that Microsoft Windows or a kernel-mode driver accessed paged memory at DISPATCH_LEVEL or above.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.

On Tue 12/31/2013 12:18:35 PM GMT your computer crashed
crash dump file: C:\WINDOWS\Minidump\123113-15890-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x14DCA0)
Bugcheck code: 0x1E (0xFFFFFFFFC0000005, 0xFFFFF800D70AEFE7, 0x0, 0xFFFFFFFFFFFFFFFF)
Error: KMODE_EXCEPTION_NOT_HANDLED
file path: C:\WINDOWS\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This indicates that a kernel-mode program generated an exception which the error handler did not catch.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.


Laptop Specs:
OS: Windows 8.1 64bit
Brand: MSI GT70 20D
CPU: Intel Haswell Core i7-4800MQ (2.7GHz - 3.7GHz, 6MB Intel Smart Cache)
GPU: NVIDIA GeForce GTX 780M
RAM: 32GB DDR3 1600MHz [SKU-844FP] (Dual Channel Memory (4x8GB SODIMMS)

message edited by Rising01


See More: Brand New laptop keeps giving me Blue Screens of Death

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#1
January 5, 2014 at 07:47:56
There's probably a problem with the video card that doesn't appear until the GPU warms up. Since it's new, it should be under warranty.

How To Ask Questions The Smart Way


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#2
January 5, 2014 at 08:29:21
I've used the GPU with Blender, ( 3D modeling and animating software), and just ran renders of a fairly complex scene on the GPU for an hour. I figured the processing would cause a crash if the GPU was wrecked, seeing if it couldn't even handle video. However, no issues arose during any of the rendering.

message edited by Rising01


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#3
January 5, 2014 at 08:47:48
This one is beyond my resources I have to admit… but a very… long shot…

RAM?

Possibly a stick isn't quite up to the mark?

Perhaps remove them all; clean the contacts - with a soft pencil type eraser (even though it's a new system etc..) and then re-install the minimum required to get the OS to boot. Work your way through the sticks and see if any of them"don't produce the fault/problem? Those that don't give the problem.. likely OK; those that do - …?

As I say, it's very long…. shot; but I have known if situations where an apparent driver problem was resolved by replacing a duff/dodgy RAM module…

Incidentally does the problem appear if using another browser - IE or whatever?

message edited by trvlr


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Related Solutions

#4
January 5, 2014 at 08:57:53
You could try memory tests. CPU or power supply could also be bad. Since it's new, it should be under warranty.

How To Ask Questions The Smart Way


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#5
January 5, 2014 at 09:48:45
If you do have to send it back.. presumably you can safeguard/transfer all personal "stuff" off the drive beforehand? And presuming so and actually do it; then delete any/all personal data - for obvious reason?

Can empathise with the wishing to resolve it chez-vous; as it it's your work system.


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#6
January 8, 2014 at 22:26:34
So I've used the laptop for a few days since my last post. It had not crashed until about the end of the day today. This time it happened when I was doing some multitasking, (3D modeling, and listening to music.) I did this earlier today with YouTube streaming in the background and a Word Doc opened, all while doing 3D modeling and playing music, and it held up fine. During this crash I used another log reader called Blue Screen Viewer to see if I'd find anything different. The same cause is being detected.

Earlier in the week I did a memory test using Windows's memory diagnostic tool. It didn't find any problems. Right now, I'm running Memtest86 to see if it spot something, and right now it has me curious.

The test isn't done yet, and no errors have been detected yet. However, the info Memtest86 is showing details that out of my 4 RAM moduals, one of them is a miss-mach from the other 3. All are the same specs, but one is a different t brand, (3 Patriot memory modules and one Kingston one).

Might this mis-mach be causing an issues? I'd think the company that customized my laptop would have made sure all the moduals were of the same brand.

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#7
January 9, 2014 at 03:57:45
Doubt it, as long as the timings and voltage are the same it shouldn't make a difference.

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#8
January 9, 2014 at 10:47:23
Ok, so I ran Memtest86 overnight. The system passed without any errors. Even checked the RAM again, and everything looks good on the inside.

Right when I booted it up though, right after the Memtest86 run, it crashed again, so it wasn't strictly Google Chrome and YouTube causing everything. Bluescreen Viewer points to it all still being caused by ntoskrnl.exe, with the same error, IRQL_NOT_LESS_OR_EQUAL, with WHOCRASHED still saying it's likely a driver issue.


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#9
January 9, 2014 at 12:21:52
I note that in your initial information here (the tag) you say this a new laptop…; but don't appear to say the make/model number?

Per chance it is actually hardware fault… perhaps investigate/contact support (and if necessary request a replacement unit) from the manufacturer?


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#10
January 9, 2014 at 12:49:46
Grasping at straws: CPU test. https://downloadcenter.intel.com/De...

That the sound system seems to be involved with every crash seems suspicious. Try disabling your sound card and see if the problems persists.

I don't own a laptop repair shop, but if I did, I'd suggest replacing the motherboard. That'd fix it if there were a GPU problem or MB problem. Laptops are not exactly highly repairable devices, so your options are limited. I know going through with a warranty replacement, but it's better than having a laptop that will never work right.

How To Ask Questions The Smart Way


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#11
January 9, 2014 at 13:01:28
And if you do go the replacement path.. first copy "all" your personal stuff off it - to opticals at least; and verify the copies are truly accessible on the laptop as is (and ideally at least one other system).

Then wipe your personal stuff completely from the drive; empty the recycle-bin; defrag the drive…

Even at this stage I'd make copies of my personal stuff anyway; just in-case… And also as part of my own personal safety first routine (having data etc. duplicated off any system…).


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#12
January 9, 2014 at 23:58:20
Thanks everyone for all the support. Really appreciate it. Really hoping I don't have to replace it, but I stand ready to do so if that's the reality in the end.

And you're right trvlr, I forgot to add the make model to the tag. I couldn't find an options to add such when editing the discussion. Is there one?

So far, I made a backup of all my irreplaceable and sensitive info in the event I have to send this system in and wipe everything.

At the moment, I think I might have gotten this thing a bit more stable.

Firstly, I found BIOS update, so I flashed those. Still kept getting the same crash, soI did more research and used Window's Driver Verify tool to force crash a few crashes. I figured something different might show up that would help, and such did. This nvlddmkm.sys driver showed up 8 times on all 8 crashes consecutively, and it links directly to my Nvidia display driver when I traced its origin with a bit more research and looking though my Device Manager. I deleted the Nvidia display driver since it looks to be the culprit, (and for good measures I deleted EVERYTHING Nvidia related, even cleaned the registry).

Once all Nvidia stuff was gone, I ran Windows Driver Verify again. This time, it didn't crash. Given everything was a little bit skippy as it was running, (like when you open too many tabs in a browse)r, but it held up without fault for 30 minutes.

I'm about to run that Intel® Processor Diagnostic tool right now and see how that does, and then I'm gonna run the Driver Verify tool all night to see if the system restarts or not.

message edited by Rising01


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#13
January 10, 2014 at 02:11:38
Cn - and most do - simply include model details in the first post/text; or in a subsequent post here.

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#14
January 10, 2014 at 19:23:37
Got some good news. I've been using the system all day today to do my work and such, and it looks to be holding stable.

I ran the Intel® Processor Diagnostic tool to see what that would show, and everything was green. I then ran the Driver Verifier tool again to see if anything would happen. Still did not receive any nvlddmkm.sys related crashes. It did crash due to a driver on my Wireless card. In that, I did exactly what I did with the bad Nvidia driver - I completely removed all traces of it.

I think the wireless card driver might have crashed due to the BIOS update I did yesterday. My current BIOS is for Windows 8.1 64bit comparability. I'm not 100% sure what the original BIOS were before the update, but I suspect Windows 7 32bit since the laptop was originally suppose to come with Windows 7 32bit.

Anyway, I installed an updated wireless card driver to go with the BIOS update. That wireless card crash did not repeat when I ran the Driver Verifier tool again.

Oddly though, during into the Driver Verifier run, I got another crash, though this one didn't result in a blue screen. the laptop just restarted itself. The second time I ran the Verifier it just got stuck in the odd semi-frozen state with a black desktop. When I would try to open an application, I'd just get a popup saying it couldn't be opened. To that end, I got out of Driver Verifier, called it a night.

Today I decided to work with the laptop to see if it was more stable since the changes I made, and if the the nvlddmkm.sys related Nvidia crash would happen again. By this point I had reinstalled just the drivers and nothing else of Nvidia. Everything held out. I ran a few demanding 3D renderings through the CPU and GPU, multiple physics simulation, all while playing music and switching between Word doc without a problem.

Still, I'm a little iffy in regards to the odd crashes that happened later into Driver Verifier. Granted I've never had them happen under my normal use of the system, I'm not entirely sure how to call it.

I will be using the laptop for my work and such for the next week or so to see what happens.

message edited by Rising01


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#15
January 10, 2014 at 19:42:02
Rising01: I got another crash, though this one didn't result in a blue screen. the laptop just restarted itself.
That is called a triple fault, and it's bad. It means the system is so messed up, it couldn't successfully crash. Either the MB is giving up the ghost (slowly), or the processor is.

You can try removing a stick of RAM and see if that improves stability, but you should seriously be looking at the cost of replacing the MB.

How To Ask Questions The Smart Way


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#16
January 10, 2014 at 21:35:27
That's like one step forward and three steps back. Dang. Well, I'm still freshly under warranty. It's brand new, bearly 3 weeks old. I'm sure I can receive a replacement unit after consulting with tech support and the vendors I got it from, or at least some sort of deal. Until then, might as well use it until it kicks the bucket, at least until I can send it in and such. I'll just keep backups on hand.

Any wagers on when the next crash might be?


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#17
January 11, 2014 at 03:13:22
I would most definitely press for a replacement unit sooner than later; ideally "now". The longer you wait the less easy it will be to persuade vendor etc.. to replace it.

If you're in the UK you're likely covered under the sale of goods act (in this case - not suitable the the purpose). Possibly your credit card company will assist too - if you paid using one? Might be worth checking?

That the unit has been intermittent since new, even though just now it appears "OK"... I suggest you're in a strong position; and could request a replacement be sent while you hold on to this unit. And when you receive that replacement unit arrives, you transfer your files, apps etc. to it, then return the duff one. That it's essential for your work is a very strong point to impress on "them".

Not sure if there is an equivalent to the UK sale of goods act in Canada/usa?

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#18
January 19, 2014 at 05:47:09
Update:

I contacted the vendor I got it from. Sadly, they won't allow an exchange. They would accept if I sent it in for repairs since it is under warranty.

So, I prepped to send it back, though I figured I'd play around with the system one more time just for the hell of it. I ended up finding a pattern. I ended up being able to reproduce IRQL_NOT_GREATER_OR_EQUAL errors when I'd do certain actions, and make the ntoskrnl.exe driver crash consistently without using Windows Driver Verifyer. Then the laptop got into this boot-loop, where it would try to turn on, but restart. The screen remained black when it would, never making it to the log-in screen. Looked like it was done for.

Figuring it's junk anyway, I opened the system and took out all the RAM. My boss wanted to see what would happen if I took all the RAM that came with it and stuck in a different stick that was proven to work. So, I did it, and sure enough the damn thing turned on, loaded up, and ran like a champ.

I've been getting crashes everyday since having the system, some being 2 or 3 a day. So far, it's been 3 days without a single crash, running under heavy loaded and all. I couldn't reproduce any of the crashes I did at first with all the bad RAM. Granted I can send it for repairs anytime, (since I can't exchange it), I wanna give it the rest of this month to see if it crashes. If not, I'll just replace all the bad RAM sticks the vendor gave me under warranty.

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#19
January 19, 2014 at 06:19:41
Thank you for the update… Hopefully it is RAM that is (preferably was…) the issue… Sadly some "things (RAM in this case) ain't quite wot used to be…"

You might actually check the specs for RAM on the laptop; and see if what was actually installed at time of purchase was correct…?

The specs for the laptop will have those details of course; and a scan of the system by crucial.com (quite safe to run) will also determine what it ought to be...


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#20
January 19, 2014 at 08:05:48
Do you have the same amount of RAM installed? If not, you probably just threw off some of the timings, so that the issue appears when you do X, Y, and Z, instead of A, B, and C.

How To Ask Questions The Smart Way


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#21
January 31, 2014 at 18:53:48
I checked in on the RAM that was installed in the system, via research and using the Crusial.com scan provided. All installed sticks were DDR3. Three of them were Patriot brand, while one stick was Kingston, all at 1600mhz. All 8gb. It showed compatible given the 2 sticks still installed.

In checking on the manufacturer site for my laptop build, it said that DDR3L is best used given my processor. So, this could be a possible issue since mine came with DDR3, meaning the people who customized it for me gave me the wrong kind of RAM.

The last remaining 2 sticks are DDR3, Patriot branded. The vendor I got the system from is sending me 2 replacement sticks through warranty. I'll test with those and see what happens once they arrive. If I start receiving crashes again, I'll contact the vendor, and refer them to the manufacturer's site so I can get DDRL3 RAM, since it would mean the instability of the system likely happened on their part.

The GOOD News!

It's been 2 weeks since I removed the supposed bad RAM. I have not had a single problem with the machine since then. The system is stressed pretty much every time I use it, being I regularly render 3D animations, videos, and use Adobe's RAM hunger programs and more. Just recently I rendered out a hulking animation project for 2 days and the system held up fine. I was even able to multitask without any noticeable slowdown to rendering.

I'm just hoping I keep seeing the same performance and reliability when I install the replacement sticks of RAM when they arrive.

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#22
February 7, 2014 at 12:10:31
Alright, so this is the 3rd week mark. Haven't had an issue yet since removing the bad RAM sticks.

Yesterday I received my two replacement RAM sticks. After installing them, everything fired up and has been going strong wince yesterday without issue. Just for good measure, I did all the tasks and commands I know would make the system crash when using 32GB of RAM. Haven't had a fault yet.

If it can hold up for another 3 weeks, I'll consider the system stable.

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