New PC - BSOD when installing software or just using the PC


  1. JDHallows
    Posts : 3
    Windows 10
       New #1

    New PC - BSOD when installing software or just using the PC


    I just got a Dell XPS 9560 a few weeks ago, and I've been getting BSOD frequently on it. So far, it has happened:
    - Installation of new applications has caused a BSOD
    - Once while playing a game, though it was after playing for a while

    The PC wasn't hot to the touch when the BSOD happened, airflow should be fine

    Thus far, I've unsuccessfully attempted to discover which driver on my PC is causing the issue. BlueScreenView states that ntoskrnl.exe is the issue, which isn't too helpful.
    I always ran Windows Verifier.exe to see if BlueScreenView could identify the driver after that, but that only resulted in it still showing ntoskrnl.exe and now VerifierExt.sys, as well.

    A Windows Memory Test resulted in no issues found, as well.

    I have already attempted to update the graphics (Nvidia and Intel), sound and wireless drivers, but still getting the BSODs. (Grabbed drivers from the manufacturer's sites.)

    Here are my V2 logs for review, as requested by the posting rules:
    Attachment 238042

    Let me know if there's anything else I can add to help resolve this. I really like this laptop other than the BSOD issues, and I'm hoping that I don't have to send it back.
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  3. Ztruker
    Posts : 14,046
    Windows 11 Pro X64 22H2 22621.1848
       New #2

    Microsoft doesn't seem to have the symbols for the 1803 17134 build on their symbol server any more so I can't do much of anything with the dumps you provided. The WER data indicates 25 Bluescreen events. Event Viewer shows this:

    Attachment 238082

    The majority were Bugcheck: 0xA
    Bug Check 0xA: IRQL_NOT_LESS_OR_EQUAL

    The IRQL_NOT_LESS_OR_EQUAL bug check has a value of 0x0000000A. This indicates that Microsoft Windows or a kernel-mode driver accessed paged memory at an invalid address while at a raised interrupt request level (IRQL). This is typically either a bad pointer or a pageability problem.
    A couple were Bugcheck: 0x19
    Bug Check 0x19: BAD_POOL_HEADER

    The BAD_POOL_HEADER bug check has a value of 0x00000019. This indicates that a pool header is corrupt.
    Event Viewer doesn't give me any other useful info. The only suggestion I have now is to upgrade to Windows 10 1809 or the newest 1903 as the symbol files for those versions are on the MS symbol servers. Then if any new BSODs occur,run the V2 collector and plod the zip file. Also check for a C:\Windows\MEMORY.DMP file and if present, copy it to another location then zip it and upload to a file sharing site like OneDrive and post a link to it here.

    How to get the Windows 10 May 2019 Update version 1903

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  4. JDHallows
    Posts : 3
    Windows 10
    Thread Starter
       New #3

    Currently getting BSODs every 5 minutes about, so this was interesting to get, lol.

    Currently, there isn't a Memory dump file in the Windows directory, but I'll keep checking after BSODs and upload it if I see one and we still need it.
    Attachment 238488

    Edit: Meant to add, I actually updated to 1903 the same night I posted this, just in case it happened to resolve the issue. Apparently, it has not.
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  6. Ztruker
    Posts : 14,046
    Windows 11 Pro X64 22H2 22621.1848
       New #4

    Without dumps there is nothing I see that points to anything we can work on.

    Check RAM:
    ===================================================
    Up through DDR3, follow this tutorial: MemTest86+ - Test RAM - Windows 10 Forums
    DDR4, follow this tutorial: MemTest86 v8.1 Free Memory Testing Tool Review

    Both of these are diagnostic tools designed to test Random Access Memory (RAM) for faults. They will verify that:
    • RAM will accept and keep random patterns of data sent to it
    • There are no errors when different parts of memory try to interact
    • There are no conflicts between memory addresses

    They run from bootable media to isolate the RAM from the system, no other components are taken into account during the test.

    warning   Warning
    MemTest86+ and Memtest86 need to run for at least 8 passes to be anywhere near conclusive, anything less will not give a complete analysis of the RAM. The new version of Memtest86 only allows 4 passes for the free version so run it twice, back to back.

    If you are asked to run MemTest86+ or Memtest86 by a Ten Forums member make sure you run the full 8 (or 4+4) passes for conclusive results. If you run less than 8 passes you will be asked to run it again.

    Note   Note
    Both of these diagnostics has been known to discover errors in RAM in later passes than the eighth pass. This is for information only; if you feel there is a definite problem with the RAM and 8 passes have shown no errors feel free to continue for longer.

    Running 8 passes of MemTest86+ or 4+4 passes of Memtest86 is a long and drawn out exercise and the more RAM you have the longer it will take. It's recommended to run it overnight, starting just before you go to bed and leave it overnight.

    Take a picture when done and post in the forum please.

    Uninstall and then download and install the latest Killer drivers as they are a known BSOD source.

    Remove and install latest Nvidia drivers:

    Get the latest driver for your Nvidia card here: NVIDIA Driver Downloads
    Completely uninstall the current Nvidia display drivers using Display Driver Uninstaller (DDU) from WagnardMobile here: Official Download Here. Do this in Safe Mode.

    Then do a custom install of     only the Nvidia Graphics and PhysX driver.

    See if that helps.

    Have you talked to Dell? Could be a problem with the Nvme drive.
    What else is connected to the computer, internal and external? Strip it down to as basic a system as you can get. Mouse, keyboard, display and the PC.

    Maybe the best thing to do is see if you can RMA it back to Dell or wherever you got it for a replacement. A new computer should not be getting BSODs like you are getting.
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  7. JDHallows
    Posts : 3
    Windows 10
    Thread Starter
       New #5

    I decided to go with your note about returning it, since with how often this is occurring I agree it may be an issue with the laptop. I've been messing with it for weeks, and I don't think it's worth the effort anymore to get it working (especially when I'm coming up on my return date deadline to return without issues).

    Thank you for the help though! Glad I found this website while doing web searches for the BSOD issues, I may start using it more often :)
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  8. Ztruker
    Posts : 14,046
    Windows 11 Pro X64 22H2 22621.1848
       New #6

    Please let us know how you make out on returning it and how the new one works.
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