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Windows 10 freezes but sound continues to play and SSD disappears from BIOS


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#1 caiokn

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Posted 17 October 2017 - 05:05 AM

Hello there

 

About 3 days ago I upgraded from Windows 8.1 to Windows 10, and after doing that I started having issues with my PC suddenly freezing . It has happened 5 times in the last 2 days, and 4 out of 5 it happened after a couple hours of playing World of Warships. In all times but the last, I hard resetted the PC, and my SSD (which contains my OS) wasn't being recognized by the BIOS. After turning eveything off, unplugging the Sata cables (data and power) and plugging them again, the SSD appeared again in BIOS and I was able to boot normally.

 

The 5th one happened today after about 1,5 hours of Prime95 (Blend mode) + Unigine Heaven Benchmark (Extreme mode) + HwInfo logging data to a .csv file. This time, instead of hard resetting, I held the power button until the PC completely stopped working. A couple seconds after all fans stopped spinning, I turned the PC on again and the SSD was there, so I booted normally into Windows.

 

Notes:

- Not a single time did a BSOD pop up. The system just freezed, sounds kept playing, sometimes it was possible to move the mouse cursor.

- Not sure if the same would happen while playing another games

- Windows updater says everything is up to date

- BIOS isn't the latest, but it shows compatibility with all my other components. If possible, I'd like to avoid updating the BIOS since this mobo of mine only comes with one and I'm in no position of buying another one now in case something goes wrong

- The game (World of Warships) isn't installed on the SSD, maybe that's why sounds keep playing?

- Set BIOS to default values, only changed Boot Priorities after that

 

What I did so far:

- Performed a clean installation of my GPU drivers using DDU and installing the latest drivers available

- Updated network controller drivers to the latest available

- Checked the overall status of my SSD/OS using sfc /scannow, DISM /recoveryhealth and chkdsk /r. No problems were found in any of these.

- Looked for a firmware update for my SSD, but there wasn't any. Sandisk SSD Dashboard software doesn't accuse any signs of failure.

- Monitored temps while running Prime95 on Blend mode + Unigine Heaven on Extreme mode. CPU temps didn't exceed 58° C, GPU didn't go over 69°C and motherboard/chipset topped 50°C. The SSD temps were below 40°C all the time.

- Changed Sata cables and connected the SSD to different Sata ports in the motherboard

 

Here are my PC specs:

- Pentium G4560

- MSI H110I-Pro mini-ITX motherboard

- 2x4 GB DDR4 HyperX RAM

- 120 GB Sandisk SSD Plus

- 500 GB WD Caviar Blue

- 1TB Seagate Barracuda

- 450w XFX TS Series PSU

 

Any help is appreciated. Please excuse any grammar mistakes as english is not my 1st language.


Edited by caiokn, 17 October 2017 - 01:14 PM.


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#2 usasma

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Posted 18 October 2017 - 08:05 AM

With Windows 8 and 10 there is much more communication between the BIOS and the operating system.
As such, BIOS updates become more important.  And, we find that updating the BIOS will often solve problems.

In cases like this where you're reluctant to update the BIOS - I suggest waiting to do this until it's the only thing left to try.

 

Most often these sort of issues tend to involve the video card.

Try this:

 

Please uninstall your video drivers and all the AMD or nVidia VIDEO (not chipset) software from your system
- If uninstalling the AMD video drivers, you may also want to run the AMD Clean Uninstall utility (free from here:  http://support.amd.com/en-us/kb-articles/Pages/AMD-Clean-Uninstall-Utility.aspx )
Then use this free tool to remove any traces of the drivers:  http://www.guru3d.com/files-details/display-driver-uninstaller-download.html

Then reboot and check Windows Update (allow it to install video drivers):  https://support.microsoft.com/en-us/help/15054/windows-7-automatically-get-recommended-drivers-updates-hardware

Test to see if this helps and post back with the results.

Then, if that works and you need the nVidia drivers - feel free to download and install the latest, W10 compatible video drivers from http://www.nvidia.com/Download/index.aspx
Then, if that works and you need the AMD drivers - feel free to download and install the latest, W10 compatible video drivers from http://support.amd.com/en-us/download

 

If that doesn't help, then try these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

Start with the video tests (Furmark and Video2), but complete all the tests and let us know the results.

 

Also, Let's try looking at these 2 sets of reports:

Report Set #1)  Please run this report collecting tool (even though you may not be experiencing BSOD's) 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/

If you have problems with it running it, 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.

Report Set #2)  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
The Event ID 41 error is simply Windows saying that it doesn't know why it shutdown.

While waiting for a reply, please monitor your temps with this free utility:  http://www.almico.com/sfdownload.php


 
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 caiokn

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Posted 18 October 2017 - 03:10 PM

Hello there

 

Thank you very much for replying. As oriented, I've completely unninstalled and reinstalled the AMD video drivers and softwares using AMD Clean Install Utility, cleaned everything up with DDU, then reinstalled the drivers using Windows Update. Then I updated the GPU drivers and software to the latest non-beta version found on AMD's website. I have yet to test it on games and other applications, but I'll give it a try and post the results here.

 
Below are the link to the Speccy System Snapshots of my PC. I've included 2 links: one has the file paths in Brazilian Portuguese (PT-BR), the native language of my system and the one I use on a daily basis, and one with all system language changed to EN-US because I though it could help you with the analysis (hope it does).
 
 
They probably don't cover PSU info, but the one I have installed is a XFX TS Series 450W. The model identification on the manufacturer's website is P1-450S-GREN.
 
Also, please find attached the report sets requested. They are in EN-US as well.
 
While waiting for a reply, I'll be using HwInfo instead of SpeedFan because the latter doesn't seem to properly recognize my CPU temperatures.

Attached Files


Edited by caiokn, 18 October 2017 - 03:11 PM.


#4 usasma

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Posted 19 October 2017 - 11:33 AM

It's OK to leave everything in your native language.

FYI - the Speccy reports aren't available to me - they give an error when I access them.

 

Your UEFI/BIOS (version 3.70) 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).

Only 3 Windows Update hotfixes installed.  Most build 15063 (1703) systems have more than this.  Please visit Windows Update and get ALL available Windows Updates.
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.

E: drive only has about 5% free space.  Windows likes 15% free space in order to perform stuff "behind the scenes" without adversely affecting the system's performance.  Please free up 15% on ALL hard drives (you can get away with 10% on larger drives and won't notice a large performance penalty).  Low free space can cause BSOD's - but the actual amount depends on the files being used by the system.

Quite a few LiveKernelEvents in the WER section of the MSINFO32 report.  In some cases this is a symptom of a hardware problem.
Please start with these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

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

 

MSI Afterburner and Riva Tuner (along with EVGA Precision) are known to cause BSOD's in some Windows systems (it's driver is usually RTCore64.sys).  Please un-install them immediately!

If you're overclocking, please stop the overclock while we're troubleshooting.  Feel free to resume the overclock once the system has been stabilized.

 


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.

#5 caiokn

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Posted 19 October 2017 - 12:05 PM

Hello

 

I took another Speccy system snapshot, seems to be working fine as of now: http://speccy.piriform.com/results/yS4R2fJhaRv2ROJpeuUGoUk

 

There is a newer BIOS available for my motherboard model, so I'll see if I can safely update it.

 

E: drive only has about 5% free space because it was my data/backup drive, I don't run softwares from there on a regular basis, but I'll free some space as oriented and then proceed to the tests on the website you linked.

 

I checked Windows Update and checked the two boxes on the Advanced Options under Update Settings (update other MS products and use my credentials to conclude the updates on my device). Then I clicked on the Check for Updates button, but none were found. Am I doing something wrong? Is there a way to manually download updates for Windows 10 like it was possible for Windows 8/7?

 

 

Important: just a couple hours ago I experienced an error/BSOD with the following reference: UNEXPECTED_STORE_ERROR. This was the first and only time it happened. It was taking a lot of time and since the error info collection was stuck at 0% I ended up pressing Ctrl+Alt+Del to restart the PC because I had to go out and couldn't leave the PC on, that's also why I didn't update this thread before your answer. Hope this won't make things worse.


Edited by caiokn, 20 October 2017 - 04:46 AM.


#6 usasma

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Posted 19 October 2017 - 12:32 PM

Speccy link works fine now

 

All you have to do is check for updates.

As long as there are no errors and no updates to install - then that's all that you can do.

 

Recently I've seen a lot of the UNEXPECTED_STORE_ERROR being associated with hardware problems - so let's see what the diagnostics show us.


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 caiokn

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Posted 20 October 2017 - 05:01 AM

Quick update

 

As of now, I've performed the following tests:

 

RAM - MemTest86: 4 Passes, no errors. Sticks seem to be good.
HDDs - Long Generic Test: Approved
HDDs - GSSmartControl: Ok, no errors found.
SSD GSSmartControl: Ok, no errors found.
SSD HDTune/Crystal DiskInfo: Ok, no bad blocks. 100% healthy
Intel Burn Test: Linpack 5 tests, maximum settings, OK, no issues
 
I have yet to try Prime95 Blend/SmallFFTs, and Furmark. As soon as I test them I'll post another reply here. Also, I managed to update the BIOS to the latest version available as I managed to borrow an UPS from a friend of mine. The bad thing is even with the newer BIOS I experienced a BSOD due to Unexpected_Store_Error again, but this time I was browsing the web and formatting a USB stick to prepare it for Ultimate Boot CD. It seemed to me that the crashes always happened in times a bit more of processing power was required.
 
I noticed my BIOS runs on Legacy+UEFI mode and if I change it to UEFI only, I can't select my SSD as boot device. Windows 10/8.1 WHQL compatibility is also turned off, as it automatically makes BIOS UEFI only. Could it have something to do with the issues I'm experiencing? After buying the SSD the only changes I made to make it work were register changes to allow it to work with AHCI.

Edited by caiokn, 20 October 2017 - 05:02 AM.


#8 usasma

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Posted 21 October 2017 - 05:25 AM

It's not likely that the BIOS was your problem - but the boot issue when turning off Legacy+UEFI are.

Return the BIOS to Legacy+UEFI and the system should boot normally..


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.

#9 caiokn

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Posted 21 October 2017 - 03:17 PM

Yeah, the system boots normally when using Legacy+UEFI. Strangely, when using UEFI only none of the storage drives show up in the boot list, it only shows UEFI HDD, UEFI USB Disk, etc.

 

I managed to finish the tests, Prime95 Blend and Small FFTs ran with no issues. Once during the Blend test the system suddenly froze and the UNEXPECTED_STORE_ERROR was shown, but the no errors were found by the software. Temperatures were also OK with Small FFTs, a bit high for the kind of CPU I have here but still very far from dangerous levels (max. temperatures didn't go higher than 59° C).

 

I'm not sure if this would help solve my problem but I'm considering doing a clean installation of Windows 10. Would this get in the way of the troubleshooting process? For the most part the sudden shutdowns don't affect me directly and it seems I haven't lost data or anything, but I'm a bit worried shutting down my system holding the power button so many times might cause some sort of physical damage to my HDDs and make things worse.



#10 usasma

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Posted 22 October 2017 - 07:07 PM

A clean install is an excellent diagnostic tool:

 

A clean install is:
- Windows is installed to a freshly partitioned hard drive with legitimate installation media (W10:  https://www.microsoft.com/en-us/software-download/windows10 ).
- The installation media is only a copy of Windows, not the OEM recovery disks that you can make on some systems.
- Windows is fully updated after it's installed.  That's ALL updates - none excepted.
- NO 3rd party software is installed.
- There are no errors in Device Manager (if you find any, post back for suggestions).

This will wipe everything off of the computer, so it's advisable to backup your stuff first.
Also, it will wipe out all the special software that the OEM added to the system, so if you rely on any of that - let us know what it is so we can figure out a way to save/download it (the easiest way is to create/obtain the OEM;s recovery media)

If unable to find recovery media that has the software (or if you suspect that this is a hardware problem), you can make an image of your system that'll preserve everything in the state that it was in when you made the image.
One drawback to this is that you're making an image of a malfunctioning system - so, if there are errors in the system software, you'll have a nice copy of them :(
Another drawback is that the image of the system will be very large - so you'll most likely need a large external drive to store it on.
But, this will allow you to save everything on the hard drive (although you'll need an image viewer to get things out of the image).
The point here is that, if it's a hardware problem, then you can restore the system to the point it was when you made the image - after you repair the hardware problem.
You can obtain more info on imaging in the Backup/Imaging/DiskMgmt forums located here:  http://www.bleepingcomputer.com/forums/f/238/backup-imaging-and-disk-management-software/

The point of doing this (the clean install) is to:
- rule out Windows as a problem (if the problem continues, it's not a Windows problem as you completely replaced Windows
- rule out 3rd party software (if the problem continues, it's not a 3rd party software problem as you didn't install any 3rd party software)
- so, if the problem continues, it must be a hardware problem.

OTOH, if the problem stops, then it was either a Windows or 3rd party software problem.  If the problem doesn't come back, then you've fixed it.  Then all that remains is setting the computer back up the way that you'd like it and importing your data from the backup you made.

 

I believe that the UEFI vs Legacy issues are due to how Windows 8/10 was installed on the system.

If installed with Legacy enabled, then the system won't boot with UEFI/SecureBoot.  But this is way out of my area of expertise - so I'm just speculating.

 

If the system froze and crashed, then there's a problem - regardless of what the error log says.

The next step is to see if it's reproduceable.  Try it again and see if it crashes again.
Also run MemTest86 or MemTest86+ to see if there's any other memory issues (

 

Holding the power button (in general) won't harm hardware.  The most common problem is that Windows may be writing to disk when you shut it down by holding the power button - and that'll corrupt the OS or your data.


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.

#11 caiokn

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Posted 22 October 2017 - 07:40 PM

Ok, I'll proceed with the clean install then. For that I'll be using a bootable USB stick created using Windows Recovery Tool, and will try to install Windows 10 directly, instead of installing 8.1 and then upgrading. As far as my research goes, it seems this can be done with no activation issues. Backup won't be an issue as of now I already have a list of all software installed on my system drive and my personal files are on a backup storage already.

 

I'll try using the PC for basics only at first and run those memory tests you mentioned. If everything goes well I'll repair my Steam and World of Warships installation (they are on a separate HDD),try playing a bit and hope a crash don't happen



#12 usasma

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Posted 23 October 2017 - 05:31 AM

Open a Command Prompt (or PowerShell) and type "slmgr /xpr" (without the quotes) and press Enter

If you get a little popup window that says Windows is permanently activated, then you're good to go.

Windows will activate automatically once you're on the internet - just skip/postpone entering the product key when asked for it.


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.

#13 caiokn

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Posted 25 October 2017 - 07:25 AM

Hello

 

It seems my Windows copy is good to go, the window that popped up showed it was properly activated. I've formatted the system on monday and since then I've been using the PC without many issues. That UNEXPECTED_STORE_EXCEPTION didn't appear anymore, but it has frozen once today when I was running Prime95 Blend test. Strangely though, Memtest86 didn't show error or anything after more than 4 passes. There were other times when Prime95 didn't happen to freeze the PC and run for long hours with no issues. Not sure what to do now, but since the errors have become rare I guess I'm calling it a day and will use the PC normally again. Reinstalling the system did solve that UEFI Bios issue, now it detects my SSD as the system drive and boots normally.

 

Just a closing question, as I'm not very knowledgeable about what Windows does behind the scenes: is Windows 10 truly safer than 8.1? The reason I upgraded to 10 was because I was tired of seeing those "unsupported hardware" messages every now and then and didn't want to miss on the security updates, but seeing how much trouble I had just after upgrading makes me regret it a bit.



#14 usasma

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Posted 25 October 2017 - 05:33 PM

The newer the OS, the better it is for security.
But security is much more than just the "safeness" of the OS.

Most important is the user's behavior online - that's what get's most people in trouble.

 

For example, my kids used to see popups and would just click on them to get rid of them.
That allowed the malware to install. 


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.

#15 caiokn

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Posted 27 October 2017 - 03:31 PM

I see, well, I'm gonna stick with Windows 10 for a while now, since things are working as intended. Hopefully nothing strange will happen again, it's been 3 days since the last BSOD and everything looks fine now.

 

Thank you very much for all your help and patience!






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