7 replies to this topic

[maldini]

2 month old ASUS TP203 Laptop running Win 10

 

No problems up until last week.  In last week computer has crashed or froze 8 times.

 

No debug info from freezes but the two crashes made it to BSOD and debug info was stored as follows.

 

Crash 1: The computer has rebooted from a bugcheck.  The bugcheck was: 0x0000009c (0x0000000000000000, 0xffff9b01340afc00, 0x0000000000000000, 0x0000000000000000). A dump was saved in: C:\WINDOWS\MEMORY.DMP. Report Id: 00000000-0000-0000-0000-000000000000.

 

Crash 2: The computer has rebooted from a bugcheck.  The bugcheck was: 0x00000124 (0x0000000000000007, 0xffff8e0868465028, 0x0000000000000000, 0x0000000000000000). A dump was saved in: C:\WINDOWS\Minidump\111918-32171-01.dmp. Report Id: 17d8c165-c3d9-4beb-9f8d-76b3216f880a.

 

What I have done:

 

1) Ran windows memory test.  No errors reported

 

2) Checked all device drivers.  No errors reported

 

3) Made sure the CPU was not being overclocked in BIOS (this was a suggestion for one of the error codes above)

 

All crashes/freezes have occurred while using Chrome, majority of use was watching videos.

 

The day before the crashes/freezes started, a Windows Update was performed according the records.  At the same time it looks like Microsoft Photo's and Sticky Notes were also updated

 

Any suggestions before I contact ASUS to see if I can get a replacement?

[paws]

Hi, sorry to hear about the issues you have been experiencing.

Here's some thoughts for you:

 

1 It is significant that the problems seem to occur when you are using Chrome, and the Win updates may well be implicated!

2 Uninstall, reboot reinstall Chrome (if you want to continue with it.)

3 Uninstall all Win updates installed subsequent to the problems starting ( replace if necessay one by one to see if a particular update is the culprit)

4 Use a system Restore Point created immediately prior to the problems starting.

5 Restore your Registry from your latest back up

6 Reimage from your last image taken immediately prior to the problems starting

7 Run "Who Crashed" available from :

http://www.resplendence.com/downloads

scroll down to free downloads and then download and run version 6.01 this should provide further information if necessary

 

Naturally you hopefully will not need to do all of these.... but one of these should do the trick. for you.

Regards

paws

[maldini]

Thank you for the information Paws.

 

I do not have access to the laptop today (it is my daughter's) but I should be able to attempt many of these tomorrow.

 

I do not think I can do 4, 5 and 6 since she is a lower power user and has never performed a back up or system restore point on this new machine.

 

I have 1 question about step #3 above: 

 

After I uninstall the closest Windows updates I can see to the problem starting, how do I make sure that they don't get immediately reinstalled once I reboot?

Edited by maldini, 23 November 2018 - 11:12 PM.

[maldini]

ok I have completed some of the steps from above (2, 3 and 7).  I am unsure how to prevent the windows update from just being reinstalled though as I mentioned above.

 

 

I am running a test now using Chrome to see if the machine will crash and or freeze again.  I will report back later if I find anything.

 

Here is the information retrieved from WhoCrashed.   It found 3 dump reports and the error appears to be the same on each one:

 

I am going to read through this article here to see if any of these suggestions are worth trying for this error:

https://www.makeuseo...ror-windows-10/

 

===============

 

On Mon 11/19/2018 9:24:26 AM your computer crashed or a problem was reported

crash dump file: C:\WINDOWS\Minidump\111918-32203-01.dmp

This was probably caused by the following module: ntoskrnl.exe (nt+0x7CC3C7) 

Bugcheck code: 0x124 (0x7, 0xFFFF9009F4C66028, 0x0, 0x0)

Error: WHEA_UNCORRECTABLE_ERROR

file path: C:\WINDOWS\system32\ntoskrnl.exe

product: Microsoft® Windows® Operating System

company: Microsoft Corporation

description: NT Kernel & System

Bug check description: This bug check indicates that a fatal hardware error has occurred. This bug check uses the error data that is provided by the Windows Hardware Error Architecture (WHEA). 

This is 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 Mon 11/19/2018 9:06:35 AM your computer crashed or a problem was reported

crash dump file: C:\WINDOWS\Minidump\111918-32171-01.dmp

This was probably caused by the following module: ntoskrnl.exe (nt+0x7CC3C7) 

Bugcheck code: 0x124 (0x7, 0xFFFF8E0868465028, 0x0, 0x0)

Error: WHEA_UNCORRECTABLE_ERROR

file path: C:\WINDOWS\system32\ntoskrnl.exe

product: Microsoft® Windows® Operating System

company: Microsoft Corporation

description: NT Kernel & System

Bug check description: This bug check indicates that a fatal hardware error has occurred. This bug check uses the error data that is provided by the Windows Hardware Error Architecture (WHEA). 

This is 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 Mon 11/19/2018 8:41:36 AM your computer crashed or a problem was reported

crash dump file: C:\WINDOWS\DUMP5b87.DMP

This was probably caused by the following module: ntoskrnl.exe (nt+0x7CC3C7) 

Bugcheck code: 0x124 (0x7, 0xFFFFA38CB10CF028, 0x0, 0x0)

Error: WHEA_UNCORRECTABLE_ERROR

file path: C:\WINDOWS\system32\ntoskrnl.exe

product: Microsoft® Windows® Operating System

company: Microsoft Corporation

description: NT Kernel & System

Bug check description: This bug check indicates that a fatal hardware error has occurred. This bug check uses the error data that is provided by the Windows Hardware Error Architecture (WHEA). 

This is 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. 

Edited by maldini, 23 November 2018 - 11:42 PM.

[maldini]

ok that did not take long.   

 

Within about 11 minutes of watching a youtube video via Chrome, the laptop froze (and the internals of the machine were making a loud noise not normally heard during normal operation).

 

There is no WhoCrashed info to share since it looks like the freezes happen before any crash data can be stored.

 

I am trying one more thing tonight and that is to watch videos via the Netflix app (ie not watching through Chrome, this is a stand alone Netflix Windows App).

 

This should help me isolate whether Chrome use is critical to the failure.

 

I will report back with more info as I get some.

Edited by maldini, 23 November 2018 - 11:38 PM.

[maldini]

ok, it froze again using the stand alone Netflix app which I think removes Chrome from the equation.

 

The loud noise came back again on this freeze and lasted about 10 seconds before stopping.

[paws]

Sounds to me like you need to take it back and ask for it to be replaced with one that works.... As it's only 2 months old I would now be inclined to do this fairly quickly.

 

Incidentally, it would be a wise move to explain to your daughter about the importance of having System Restore activated and also the need for back ups/system images, otherwise next time a problem strikes she could be in difficulty.

Info on Win updates from here:

https://support.micr...alling-in-windo

Regards

paws

[maldini]

Thank you for your help.   You can go ahead and close this thread now.