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Very odd problem help needed


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#1 pistol22cal

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Posted 21 July 2017 - 07:09 PM

User reports computer will not run for more than a few minutes if it boots at all.

 

However on the bench computer runs flawlessly without any issues

 

Memtest run - 48 hours no errors

Prime95 run - 48 hours no errors

 

bios reset to defaults prior to running any tests and reset to defaults every time users bring in their computers per protocol.

 

Error in BlueScreenViewer -  ntoskrnl.exe --- It has not BSOD'd since 7-12-2017 this was the first time we got the PC and reset the bios - since then the logs show no crashing.

 

All drivers updated currently.

 

Each time I return the computer to the user they swear it doesn't work. I even brought the user into the IT office and showed the user that the computer ran perfectly and even after that the user swear that the PC crashes.

 

My thoughts, the user is lying.

Attached Files


Edited by pistol22cal, 21 July 2017 - 08:22 PM.

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#2 usasma

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Posted 22 July 2017 - 05:41 AM

Have you checked Event Viewer's Admin log file for Critical events?

These are primarily notifications that the system has restarted and Windows doesn't know why (the Event ID 41 errors).

If there are entries like this, and there aren't any significant errors just before the Critical error (check the times) - then it's likely a hardware error.

Maybe the computer is in a hot room and it's overheating?

 

Let's see what the reports say..........

 

Your UEFI/BIOS (version 0901) dates from 2016.  Please check at the manufacturer's website to see if there are any UEFI/BIOS updates available for your system.  This is just in case there has been a more recent update.
FYI - W8 and W10 communicate more with the UEFI/BIOS than previous versions of Windows, so it's important to ensure that the UEFI/BIOS is kept up to date (and that outdated UEFI/BIOS' may be the cause of some compatibility issues).

Although you appear to have a reasonable number of Windows Update hotfixes for this version of your OS, please double check for any new Windows Updates.  It only takes one update to cause a problem, so it's essential that you have all of them.  The actual number is not important.  Rather it's important that you checked manually, installed any available updates, and didn't experience any errors when checking or updating.

Daemon Tools (and Alcohol % software) are known to cause BSOD's on some Windows systems (mostly due to the sptd.sys driver, although I have seen both dtsoftbus01.sys and dtscsibus.sys blamed on several occasions).

Please un-install the program, then use the following free tool to ensure that the troublesome sptd.sys driver is removed from your system (pick the 32 or 64 bit system depending on your system's configuration):  New link (15 Aug 2012):  http://www.duplexsecure.com/downloads (pick the appropriate version for your system and select "Un-install" when you run it).
Alternate link:  http://www.disc-tools.com/download/sptd
Manual procedure here:  http://daemonpro-help.com/en/problems_and_solutions/registry_and_sptd_problems.html
NOTE:  The uninstaller may not find the SPTD.sys driver.  Don't worry about it, just let us know in your post.
NOTE2:  The latest version has an SPTD2.sys driver - the uninstaller is on the same page as the SPTD.sys driver - just download the version for W10!

I recently had another computer with Avast, MBAM, and ZAM installed.  I'm uncertain of the compatibility of this and suggested that they post over in the Security forums to check on it.

You may wish to do the same.

 

The lone memory dump is a STOP 0x101 (more info on them here:  http://www.carrona.org/bsodindx.html#0x00000101 )

Although not 100% hardware, it's hardware often enough that we start with hardware diagnostics:  http://www.carrona.org/hwdiag.html

Please run ALL of the tests and let us know the results.

 

Analysis:
The following is for information purposes only.
The following information contains the relevant information from the blue screen analysis:
Loading Dump File [C:\Users\john\SysnativeBSODApps\071217-23437-01.dmp]
Windows 10 Kernel Version 15063 MP (8 procs) Free x64
Built by: 15063.0.amd64fre.rs2_release.170317-1834
System Uptime:0 days 0:36:47.406
Probably caused by :Unknown_Image ( ANALYSIS_INCONCLUSIVE )
BugCheck 101, {18, 0, ffffb481f38d4180, 6}
BugCheck Info: CLOCK_WATCHDOG_TIMEOUT (101)
Arguments:
Arg1: 0000000000000018, Clock interrupt time out interval in nominal clock ticks.
Arg2: 0000000000000000, 0.
Arg3: ffffb481f38d4180, The PRCB address of the hung processor.
Arg4: 0000000000000006, The index of the hung processor.
BUGCHECK_STR:  CLOCK_WATCHDOG_TIMEOUT_8_PROC
PROCESS_NAME:  Taskmgr.exe
FAILURE_BUCKET_ID: CLOCK_WATCHDOG_TIMEOUT_8_PROC_ANALYSIS_INCONCLUSIVE!unknown_function
  BIOS Version                  0901
  BIOS Release Date             04/15/2016
  Manufacturer                  To be filled by O.E.M.
  Baseboard Manufacturer        ASUSTeK COMPUTER INC.
  Product Name                  To be filled by O.E.M.
  Baseboard Product             M5A97 PLUS
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``


3rd Party Drivers:
The following is for information purposes only.
My recommendations were given above. The drivers that follow belong to software or devices that were not developed by Microsoft.  You can find links to the driver information and where to update the drivers in the section after the code box:

**************************Tue Jul 11 21:53:48.692 2017 (UTC - 4:00)**************************
AsUpIO.sys                  Mon Aug  2 22:47:59 2010 (4C57835F)
AsIO.sys                    Wed Aug 22 05:54:47 2012 (5034AC67)
dtproscsibus.sys            Mon Dec  8 05:12:47 2014 (5485799F)
HWiNFO64A.SYS               Tue Mar 31 05:51:32 2015 (551A6E24)
dtlitescsibus.sys           Thu Sep 24 16:17:21 2015 (56045A51)
dtliteusbbus.sys            Mon Dec 28 08:05:52 2015 (568133B0)
mbae64.sys                  Fri Apr 29 06:10:09 2016 (57233301)
RTKVHD64.sys                Tue Jan 24 07:27:11 2017 (5887481F)
nvhda64v.sys                Tue May 16 09:02:27 2017 (591AF863)
rt640x64.sys                Fri May 26 03:02:29 2017 (5927D305)
MBAMSwissArmy.sys           Fri Jun  2 16:46:01 2017 (5931CE89)
aswbuniva.sys               Tue Jun  6 12:14:23 2017 (5936D4DF)
aswbidsdrivera.sys          Tue Jun  6 12:14:24 2017 (5936D4E0)
aswbloga.sys                Tue Jun  6 12:14:26 2017 (5936D4E2)
aswbidsha.sys               Tue Jun  6 12:14:33 2017 (5936D4E9)
mbam.sys                    Wed Jun  7 10:26:58 2017 (59380D32)
nvlddmkm.sys                Wed Jun  7 19:03:57 2017 (5938865D)
farflt.sys                  Wed Jun 14 09:21:34 2017 (5941385E)
aswKbd.sys                  Mon Jun 19 18:37:12 2017 (59485218)
aswRvrt.sys                 Mon Jun 19 18:37:16 2017 (5948521C)
aswRdr2.sys                 Mon Jun 19 18:37:38 2017 (59485232)
aswSnx.sys                  Mon Jun 19 18:37:45 2017 (59485239)
aswStm.sys                  Mon Jun 19 18:56:07 2017 (59485687)
mwac.sys                    Tue Jun 20 13:53:19 2017 (5949610F)
aswMonFlt.sys               Thu Jun 22 18:45:03 2017 (594C486F)
aswSP.sys                   Thu Jun 22 18:45:26 2017 (594C4886)
MBAMChameleon.sys           Tue Jun 27 14:22:06 2017 (5952A24E)
aswVmm.sys                  Thu Jun 29 10:44:20 2017 (59551244)
SleepStudyHelper.sys        ***** Invalid 2023 Invalid 2023 Invalid


http://www.carrona.org/drivers/driver.php?id=AsUpIO.sys
http://www.carrona.org/drivers/driver.php?id=AsIO.sys
dtproscsibus.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
http://www.carrona.org/drivers/driver.php?id=HWiNFO64A.SYS
http://www.carrona.org/drivers/driver.php?id=dtlitescsibus.sys
http://www.carrona.org/drivers/driver.php?id=dtliteusbbus.sys
http://www.carrona.org/drivers/driver.php?id=mbae64.sys
http://www.carrona.org/drivers/driver.php?id=RTKVHD64.sys
http://www.carrona.org/drivers/driver.php?id=nvhda64v.sys
http://www.carrona.org/drivers/driver.php?id=rt640x64.sys
http://www.carrona.org/drivers/driver.php?id=MBAMSwissArmy.sys
aswbuniva.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
aswbidsdrivera.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
aswbloga.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
aswbidsha.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
http://www.carrona.org/drivers/driver.php?id=mbam.sys
http://www.carrona.org/drivers/driver.php?id=nvlddmkm.sys
http://www.carrona.org/drivers/driver.php?id=farflt.sys
http://www.carrona.org/drivers/driver.php?id=aswKbd.sys
http://www.carrona.org/drivers/driver.php?id=aswRvrt.sys
http://www.carrona.org/drivers/driver.php?id=aswRdr2.sys
http://www.carrona.org/drivers/driver.php?id=aswSnx.sys
http://www.carrona.org/drivers/driver.php?id=aswStm.sys
http://www.carrona.org/drivers/driver.php?id=mwac.sys
http://www.carrona.org/drivers/driver.php?id=aswMonFlt.sys
http://www.carrona.org/drivers/driver.php?id=aswSP.sys
http://www.carrona.org/drivers/driver.php?id=MBAMChameleon.sys
http://www.carrona.org/drivers/driver.php?id=aswVmm.sys
SleepStudyHelper.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.

 
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 pistol22cal

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Posted 22 July 2017 - 06:31 AM

Allow me to take your response step by step.

 

1. bios update will do

2. checked manually for all windows updates done

3. watchdog error was due to cpu overclocking, its why we reset the bios every time, user maybe overclocking, user claims no overclocking

4. MBAR, Avast, ZAM --- 100% compatible with each other and this is from each manufacturer of their software.

5. I have seen the stpd.sys driver cause issues as well, will uninstall daemon tools

6. we use memtest.iso to run memtest outside the os, passed!

7. prime95 passed

8. passmark full burn in all hardware passed

 

My question remains, is the computer crashing for the user as the user reports?

 

Further, if so why can we not duplicate the issue even once.

 

Finally, thank you!


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#4 pistol22cal

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Posted 22 July 2017 - 07:47 AM

Version 0901

 

2016/05/06
 
Latest bios version, so apparently between bios release date and the latest bios there are some changes we will be installing this latest bios update.

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#5 usasma

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Posted 23 July 2017 - 06:58 AM

The computer crashed and generated a BSOD on 12 July 2017

 

The System log from Event Viewer shows these Event ID 41 "Critical" errors:

16 July x 2

15 July x 3

12 July

11 July x 2

10 July x 4

 

Event ID 41 is Windows saying it doesn't know why the system shut down (more info on it here:  http://support.microsoft.com/kb/2028504 )

It occurs after the reboot, so searching the times prior to the reboot is where you might find evidence of why it crashed.

In these cases tho', lack of that evidence is usually indicative of a hardware problem (if Windows crashes, it usually knows enough to leave traces of the crash in the error logs - but with hardware crashes the effects of the bad hardware may cause the OS to crash before it can generate an error).

 

I don't scan any deeper with the text versions of the Event Viewer logs as it's very labor intensive.  I usually ask for a copy of the Admin log so that I can sort the errors in the MMC Event Viewer

Here's my canned speech for that:

 

Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on the "Administrative Events" heading
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

FYI - If we're looking for Event ID 41 errors (unexplained shutdowns), there's more info on that here:  http://support.microsoft.com/kb/2028504

While waiting for a reply, please monitor your temps with this free utility: 

SpeedFan v. 4.5.1 and later (free from here:  http://www.almico.com/sfdownload.php ) can log temperatures in a CSV file:
You may not need to log temps.  If uncertain, please ask.

To make it work (log the temps to a file) you have to do BOTH of the below:

1. Enable logging in general: Configure...Log...check "Enabled" then click on OK to save.

2. Enable logging for specific checks: Configure...Temperatures..left click on each sensor, then click on "Logged" at the bottom of the Window (for our purposes we want them all) then once you've selected "Logged" for all sensors, then click on OK to save.

The log will be located at C:\Program Files (x86)\SpeedFan

Naming: log files are named SFLogYYYYMMDD.csv, where YYYY is the year (four digits), MM is the month (2 digits, zero padded) and DD is the day (2 digits, zero padded). If a file already exists by that name, the file that already exists is renamed according to the following naming scheme: SFLogYYYYMMDD-CCCC.csv, where CCCC is a increasing number. The new file is then created with the standard file name scheme.

Notes: whenever you change the options related with logging, SpeedFan starts a new log file.

NOTE:You may want to turn logging off when we're done - as I don't know it's impact on performance or on the system.

 

How do you know that the STOP 0x101 BSOD was due to overclocking?  Although I haven't seen it recently, there was an application called TurboBoost (for Intel processors) that would automatically overclock the processor.  It was a mild overclock and generally conformed to the specs put forth by Intel for this purpose.  I had never seen it cause a problem (but I suppose that it was possible).

I don't scan of overclocking as a part of my analysis.  If the CPU is marked as being overclocked in some of the reports, then I'll mention it.  If it's not, I generally only look for certain programs that are suggestive of overclocking (AMD Overdrive, MSI Afterburner, Riva Tuner, etc).

 

As for the customer lying to you - it is possible, but it's not very common and is extremely unlikely.

Who would have the money to do this, and would also want to lose their computer while you have it?
IMO the most likely thing here is a hardware problem (and I don't see any hard evidence of a software problem).

 

Another option is to have them run the Speedfan log (from my canned speech above) and then look to see if it's an overheating problem.

How about making a house call?  That'd serve to put the issue of crashes at home to rest.

Maybe try another computer at home - to see if that one crashes also?

 

My thoughts here revolve around the fact that it does not crash at your shop - yet the customer claims that it crashes in a few minutes.

The Event Viewer crashes tends to support this thought pattern (with the number of Event ID 41 crashes).

As such, it's most likely something environmental.

 

Just another thought, maybe there's a loose cord/wire between the PC and the wall plug.

Accidentally nudging it with a toe or chair leg could cause the power to be interrupted - thereby causing the system to crash.

1)  Test the cord that the owner uses to plug it in.

2)  Then have them use a different surge protector and a different wall socket to plug the computer in.

And see if that helps.

 

Another test would be to move the computer to another room in the house and see if it has problems there.


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.




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