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Computer Randomly crashes


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#1 Gavin-D

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Posted 24 September 2016 - 06:25 AM

Hi, Back in May I bought the Cyberpower Gaming Empire Elite II Gaming PC from Currys/PC world since then it switches itself off and back on randomly the latest this happened was Thursday morning.

Does anyone have any advice to stop this happening? the last shut down was when I was just browsing the internet

 

Crash Dump Analysis

 

Crash dump directory: C:\WINDOWS\Minidump

Crash dumps are enabled on your computer.

On Thu 22/09/2016 07:18:09 GMT your computer crashed

crash dump file: C:\WINDOWS\Minidump\092216-20953-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x6BA3F7)
Bugcheck code: 0x124 (0x0, 0xFFFFD1800A9438F8, 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 problem. This problem might also be caused because of overheating (thermal issue).
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 20/09/2016 13:13:11 GMT your computer crashed

crash dump file: C:\WINDOWS\Minidump\092016-39750-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x6BA3F7)
Bugcheck code: 0x124 (0x0, 0xFFFF8282B5D218F8, 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 problem. This problem might also be caused because of overheating (thermal issue).
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.

 

The PC is under warranty just wondering if this is an Issue I can fix without having to take it back to knowhow

 

Thanks in advance



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#2 usasma

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Posted 26 September 2016 - 04:51 AM

The WHEA Uncorrectable Errors are most often hardware/compatibility/or low-level driver issues

Start with these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

 

Meanwhile, start a discussion with CyberPower support to see what they require for repairs and/or replacement

Also, backup your stuff in preparation for sending the system in (and maybe losing all of your data)

Some OEM's require that you run their diagnostics - while others require that you perform a Factory Reset of the OS to prove that it's not a software problem.

 

Beyond that, we can attempt to diagnose things further.

Please run this report collecting tool so that we can provide a complete analysis: (from the pinned topic at the top of the forum)   http://www.bleepingcomputer.com/forums/t/576314/blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/
FYI - I don't often use the Perfmon report, so if it doesn't work please just let me know.
NOTE:  On problem systems it can take up to 20 minutes for the log files to complete.  Please be patient and let it run.

If you still have problems with it running, there's an alternate tool here (direct download link):  https://github.com/blueelvis/BSOD-Inspector/releases/download/1.0.5/BSODInspector-1.0.5.exe

NOTE:
Please zip up the (.ZIP) files - do not use .RAR or other compression utilities. 
.ZIP is the type file that can be uploaded to the forums.

 


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#3 Gavin-D

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Posted 26 September 2016 - 05:02 AM

The WHEA Uncorrectable Errors are most often hardware/compatibility/or low-level driver issues

Start with these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

 

Meanwhile, start a discussion with CyberPower support to see what they require for repairs and/or replacement

Also, backup your stuff in preparation for sending the system in (and maybe losing all of your data)

Some OEM's require that you run their diagnostics - while others require that you perform a Factory Reset of the OS to prove that it's not a software problem.

 

Beyond that, we can attempt to diagnose things further.

Please run this report collecting tool so that we can provide a complete analysis: (from the pinned topic at the top of the forum)   http://www.bleepingcomputer.com/forums/t/576314/blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/
FYI - I don't often use the Perfmon report, so if it doesn't work please just let me know.
NOTE:  On problem systems it can take up to 20 minutes for the log files to complete.  Please be patient and let it run.

If you still have problems with it running, there's an alternate tool here (direct download link):  https://github.com/blueelvis/BSOD-Inspector/releases/download/1.0.5/BSODInspector-1.0.5.exe

NOTE:
Please zip up the (.ZIP) files - do not use .RAR or other compression utilities. 
.ZIP is the type file that can be uploaded to the forums.

 

 

Hi, thanks for your reply since my original message it crashed again so I took it back to knowhow they've advised it will take up to 28 days for repair if it goes beyond that I can claim a new PC



#4 Gavin-D

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Posted 02 October 2016 - 02:57 PM

Despite having it under warranty I was told it could take up to 28 day's to be fixed so much for the 14-day repair promise

 

Nowhere on the 2 links below does it state 28 days can be needed either

 

http://www.currys.co.uk/gbuk/care-plans-pc-base-309-commercial.html

 

http://www.currys.co.uk/gbuk/care-plans-terms-condition-612-commercial.html

 

Also data recovery wasn't requested


Edited by Gavin-D, 02 October 2016 - 03:01 PM.


#5 Gavin-D

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Posted 11 October 2016 - 06:13 AM

Managed to get an update from Cyberpower the return is approved but Curry's STILL haven't sent it back 16 day's since I took it back!!



#6 usasma

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Posted 12 October 2016 - 07:35 AM

Sorry to hear that. :0(


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#7 Gavin-D

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Posted 12 October 2016 - 11:30 AM

Sorry to hear that. :0(

 

Contacted the CS team at knowhow yesterday and they have contacted the store but I've heard nothing since yesterday morning.

 

I could go into the store but if I do all hell might well break loose so I'm leaving it with them

 

They have until the 22nd to get it back to me fixed or the 28-day repair promise is broken and I can then request a refund (on to a gift card)


Edited by Gavin-D, 12 October 2016 - 11:31 AM.


#8 Gavin-D

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Posted 18 October 2016 - 02:37 PM

It's finally returned to store just need to pick it up now and see if the issue is fixed





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