Help!! Crashes becoming more frequent? Have you solved it?

Hi,

I purchased my m17x R3 this summer. It hasn't been having any significant problems till now (admittedly I'm now using it a lot more too... so maybe my problem just didn't have a chance to happen before)

I'm getting a lot of BSOD's... I know this is a known issue with the 17x's... this is the information from the one that just happened. I was just surfing the net (I think I had some music playing as well)

Source
Windows

Summary
Shut down unexpectedly

Date
‎01/‎12/‎2011 7:55 PM

Status
Not reported

Problem signature
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 4105

Files that help describe the problem
120111-17284-01.dmp
sysdata.xml
WERInternalMetadata.xml

Extra information about the problem
BCCode: 3b
BCP1: 00000000C0000005
BCP2: FFFFF80002CC997E
BCP3: FFFFF8800B564C90
BCP4: 0000000000000000
OS Version: 6_1_7601
Service Pack: 1_0
Product: 768_1


I couldn't find any specific info on this problem anywhere... I'm wondering if you guys have solved any of your BSOD problems? What did it?

btw, these are my main specs:

2630 QM
8G RAM
AMD Radeon 6870m


thanks so much!!

 

Blue screen of death (STOP error) information in dump files.

Use this to read the dump file tell us what you get, I'm willing to bet it's your drivers though.

 

this is what it says:

==================================================
Dump File : 120111-20950-01.dmp
Crash Time : 01/12/2011 12:25:35 AM
Bug Check String : SYSTEM_SERVICE_EXCEPTION
Bug Check Code : 0x0000003b
Parameter 1 : 00000000`c0000005
Parameter 2 : fffff800`02d7e4b3
Parameter 3 : fffff880`0652dda0
Parameter 4 : 00000000`00000000
Caused By Driver : dxgkrnl.sys
Caused By Address : dxgkrnl.sys+313f
File Description :
Product Name :
Company :
File Version :
Processor : x64
Crash Address : ntoskrnl.exe+7cc40
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\120111-20950-01.dmp
Processors Count : 8
Major Version : 15
Minor Version : 7601
Dump File Size : 262,144
==================================================

I also downloaded WhoCrashed and this is what that said about a previous crash:

On Wed 11/30/2011 10:24:43 PM GMT your computer crashed
crash dump file: C:\Windows\Minidump\120111-20950-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x7CC40)
Bugcheck code: 0x3B (0xC0000005, 0xFFFFF80002D7E4B3, 0xFFFFF8800652DDA0, 0x0)
Error: SYSTEM_SERVICE_EXCEPTION
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 an exception happened while executing a routine that transitions from non-privileged code to privileged code.
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 which cannot be identified at this time.

 

This is what Microsoft recommends for your error:

- Download and install updates and device drivers for your computer from Windows Update.
- Scan your computer for computer viruses.
- Check your hard disk for errors.

not very specific, but I too think its driver related

 

I have all windows updates... I checked for errors with the boot utility (so no hardware probs)... I have no viruses.

not sure how to check the hard disk for errors...

but is there no more specific a fix than this?

 

See where it says your source of your BSOD is "dxgkrnl.sys"...that's directx

I would reinstall Directx...and then your AMD drivers and see if that resolves the issue.

 

How do I re-install DirectX? It's Windows 7 and it won't let me... it just says my DirectX is up to date...

 

Download and run: Download: DirectX End-User Runtime - Microsoft Download Center - Download Details

 

It tells me that everything is up to date or that I have a newer version of DirectX installed. In other words I can't re-install it.

 

Also, I'm not convinced it's DirectX at fault... I just had another BSOD.

Here is the information...

==================================================
Dump File : 120211-36223-01.dmp
Crash Time : 02/12/2011 6:53:42 PM
Bug Check String : SYSTEM_SERVICE_EXCEPTION
Bug Check Code : 0x0000003b
Parameter 1 : 00000000`c0000005
Parameter 2 : fffff800`02d1fb55
Parameter 3 : fffff880`0a1f5b40
Parameter 4 : 00000000`00000000
Caused By Driver : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+7cc40
File Description : NT Kernel & System
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.1.7601.17640 (win7sp1_gdr.110622-1506)
Processor : x64
Crash Address : ntoskrnl.exe+7cc40
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\120211-36223-01.dmp
Processors Count : 8
Major Version : 15
Minor Version : 7601
Dump File Size : 262,144
==================================================



I'm not too good with tech stuff, but there's no DX listed in there... help!

 

deth, what virus scanner are you using? What happens when you shut if off completely.

Also turn off your UAC temporarily and see if stability is achieved.

A third thing to see is if your ram is stable. Download and run memtest86

A fourth thing is to reinstall your video card drivers to the latest WHQL (i believe 11.11)

A fifth thing is that it could be your network drivers causing this. Are you on wireless? have you reinstalled the wireless driver? Does this happen when you are plugged in versus wireless? If this happens when you are plugged in, update the lan driver also

 

how do I turn off the UAC?

as far as video card drivers.. I have a question about that. Apparently I can only use the drivers from the Dell website (something do do with the switchable graphics feature not working if I use drivers from anywhere else, like the video card website)... is this true? I think I did try to install newer drivers once from the AMD site and they didn't work.

as for network, I'm using a usb modem, as I'm currently somewhere where I can't plug in. But I've been on the same config for a couple weeks... and it's only now that the BSOD's are getting real bad (5 today).

Memtest86 said everything was good.

 

Take 1 RAM stick out and see what happens.

 

Here is how to disable UAC:

How to Disable and Turn Off UAC in Windows 7 My Digital Life

I download drivers on a regular basis from AMD/ATI and its fine...so this is something that you might want to try. Worse case, you roll-back the dell drivers

dethman, after doing all this diagnosis and suffering with this, maybe its time to use that warranty?

 

I'll try your suggestions tomorrow (I'm in Europe now so the day is over).

I can't send it back as I'm in Europe... and I think I'd rather try reformatting with the factory disks than try to send it back anyway (if it came down to the choice)

as far as downloading the radeon drivers... do I also download the updated catalyst control center? And, if so, which do I install first?

 

I know with my M11x and the card it had which was the Nvidia 335m, Dell insisted that if I didnt download the drivers from their site then there was no fguarantee on the card switching correctly via Optimus. I downloaded the latest from Nvidia and have been fine ever since. So like the guy above said, try the latest drivers from the card's manufacturer and if it doesn't work out, roll back to the Dell drivers.

 

Could this have solved my problem? Until today, for the past 2 weeks I was using a usb modem... today I was able to hook my pc up to a cable. So far after a few hours of use I have had no crashes.

I always found the usb modem to be a bit annoying, and maybe caused conflicts with my computer.

Is it within the realm of possibility that this could have solved it, or am I just fooling myself?

 

Could be. See how it works out.

 

it llooks like issue with the AMD driver.

when i had faileed driver install, 0x0000003b is the message i was getting.

i am very positive that clean reinstallin the graphics drivers will solve the issue.

 

^
|
This is a very good suggestion, especially for BSODs. A bad ram stick can cause many issues. Testing each ram stick independently is a very good idea.

 

I ran memtest86 and got lots of errors....

thing is I am not good with hardware... I can't really open stuff up and such. Also, I am now living in a different country than where I bought the machine... so warranty is useless.

what to do?
would a computer shop be able to help?

 

Take battery out.
Remove the 2 screws.
Slide back off.
Take 1 stick of RAM out.
Done.

 

^^ listen to him it is very very simple, the slots in the back are just out in the open

 

Transfer the tag to the new country and you have warrenty.

Just call Dell in the country you are living now, they can see that you have warrenty even if you dont transfer the tag.

Tell them your RAM sticks are bad and let them send you some new one's. Or buy your own RAM at a shop, RAM is very cheap these days.

Where do you live now?

 

dethmanrulz, you can use the first part of my CPU guide found in my sig to show you how to take the back panel off. Once off, you will see the ram sticks. A local shop should have some replacement ram cheap. Locally here, you can buy 8 gigs of 1333 ddr3 Sodimm for around $40 or less.

To replace the ram is completely simple. IF you get to that point, post here and we'll help you get there

 

So on the spur of the moment I bought new RAM... two sticks of 4GB. Kingston... and it's 1333 mhz. So... I opened up the case, removed the old RAM and put in the new RAM in the bottom (back) slots. Let's hope that solved it! It says that it's running Dual channel thankfully.

It wasn't a very expensive solution... I NEED to have this PC working (for my work).... so if I have to take a chance and spend some money, then so be it.

I'll let you know how it goes! *fingers crossed*.

 

Cool bro! Let us know!

 

Let us know if all is ok. You could run memtest on those 2 sticks.

Did you got the warrenty up to date? If it was the RAM let Dell send you some new one's.