Restart/Shutdown BSOD

bsodneedhelp · 26 Oct 2020

Hello everybody, for the past couple months I have been having this specific BSOD on my Acer Nitro 5 laptop after a factory restore (I was hit by a trojan by the name of Direct Game UNI Installer while trying to download a game) and have ran countless antivirus scans with Norton, Malwarebytes and HitmanPro so I'm sure it's not an infection. That's neither here nor there though, this BSOD specifically happens whenever I restart or shutdown my laptop and has only ever started happening after that factory restore. It normally only ever happens after prolonged use (around the eight hour range) and then a shutdown/restart, a lower hour count and it shutdowns/restarts absolutely fine. I really require your guys help on this issue since its been plaguing me for months, I thought it was the last of it when I last restored my system but that apparently isn't so. Any help would be greatly appreciated since I am only fourteen years old and I wish not to further dent my mother's pockets.

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Nevermind, reviewed the original file and seems I was wrong for uploading the minidump individually.

MrPepka · 26 Oct 2020

Update Intel and NVIDIA graphics drivers - Downloads for Intel(R) UHD Graphics 630 NVIDIA DRIVERS GeForce Game Ready Driver WHQL
Update or uninstall Norton 360 - check updates in program

bsodneedhelp · 26 Oct 2020

Done, done and done. Hoping it's the UHD Graphics 630 causing this issue since it's the only display adapter driver I hadn't updated throughout my resets, although Intel did give me a warning that the manufacturer hadn't validated the driver, it was last updated in July 2019 so I assume Acer is a bust at this point in time and there's nothing a manual driver install can't do. Anyways, I'm not having any issues with the drivers at this point so I'll be sure to keep the thread updated if anything else does happen overnight while I keep my system on. Thank you for the help. Also I should mention I disabled fast startup, thanks again.

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No BSOD so far, but then again I only had it on for eight hours then had to shut my system down for school. I'm planning to leave my system on for at least sixteen hours to see if I get any sort of repeat. Thanks.

bsodneedhelp · 30 Oct 2020

Apologies for no updates everybody but I wanted to make sure that it wouldn't happen again but it did, I'm at my wits end here and don't know what the reasonable explanation could be aside from those two display drivers. If anybody else could shed some knowledge my way it'd be greatly appreciated, thank you. The newest dump will be attached below and again, thanks.

Ztruker · 30 Oct 2020

The latest dump shows this SYMEVENT64x86.SYS:

Code:

ffff8188`4b9ef410  fffff806`9afa3a60Unable to load image SYMEVENT64x86.SYS, Win32 error 0n2
*** WARNING: Unable to verify timestamp for SYMEVENT64x86.SYS
 SYMEVENT64x86+0x13a60

It belongs to Norton 360. Please uninstall Norton 360 using their removal tool and run with Windows Defender that comes with Windows 10. It is a perfectly good and capable anti-virus and firewall application so your system will be safe.

Test for awhile and see how things are. If you can run for a week with no problems then you can try installing the latest Norton 360 if you feel you absolutely have tyo have it and again test and see how it goes.

I use, and have used Windows Defender since the first pre-0release of Windows 10 and see no need for any 3rd party AV but personal preference is what it is.

The 10/26 dump has exactly the same problem with Norton 360.

zbook · 30 Oct 2020

Uninstall Norton AV using the applicable uninstall tool:
Download and run the Norton Remove and Reinstall tool

Make sure Microsoft defender is on.

Norton AV can be reinstalled in one week or you can continue using Microsoft defender.

For any BSOD:

a) run the V2 log collector to collect new log files

b) open file explorer> this PC > C: > in the right upper corner search for: C:\Windows\memory.dmp
> if the file size is < 1.5 GB then zip > post a separate share link into the thread using one drive, drop box, or google drive

bsodneedhelp · 01 Nov 2020

Thank you so much to you both for helping out with my issue, I've been out all day so henceforth haven't had the chance to be online at all. Apologies for keeping ya guys hanging. I've removed Norton 360 with the removal tool as has been suggested and will further monitor my system over the next coming week. Thanks again. :)

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Had an additional occurrence of this error after removal of Norton 360 using Norton's removal tool, it'd be fair to say not everything was removed when using the tool as I searched for files related to Norton in my C: drive and found remnants that I then manually removed and ran the removal tool again to which it displayed it successfully had uninstalled Norton. No remnants of SYMEVENT64x86.SYS are seen when using Nirsoft's DriverView software and looking at services in Task Manager so suffice to say I'm confident saying it's gone. Anyways, that brings in to question what this new dump file has to offer and a reviewal of it would be appreciated. Going to leave my system on again tonight to determine if it'll happen once more. Again thank you for the help you've been offering me and sorry for being such a bother, attached will be the new dump file. Thanks again.

zbook · 01 Nov 2020

See instructions in the prior post.

bsodneedhelp · 01 Nov 2020

Apologies for that zbook, I didn't think a full memory dump and a new log collector was necessary but if it's needed I'll definitely oblige. Attached is the new log collector file and linked below will be a mediafire link to the memory dump, thank you.

MEMORY

zbook · 01 Nov 2020

Run: Tuneup.bat - Click here to go to the BSOD batch repository to download and run this batch file.

Read these links on Windows driver verifier:

a) learn how to use the Windows Recovery Environment (RE) commands: reset and bootmode to turn off the tool

b) do not use the tool until it is communicated in the thread

Enable and Disable Driver Verifier in Windows 10
https://answers.microsoft.com/en-us/...3-c48669e4c983

Windows driver verifier is designed to stress test drivers.

If there are misbehaving drivers the computer will crash.

If dump files are created they can be debugged.

Misbehaving drivers are then uninstalled or uninstalled and reinstalled.

The tool is run for approximately 48 hours and then an additional 36 hours after the last BSOD.

If there are no further BSOD this concludes the use of the tool.

After each BSOD you must turn off the tool in order to return to the desktop.

Learn the Windows RE commands reset and bootmode.

These are ran in safe mode or safe mode with command prompt.

In case these fail the next option is system restore.

If system restore fails you can restore a backup image or use registry commands.

Start the tool with the 3 customized test settings in the Ten Forums link.

Increase the simultaneous customized test settings by 3 - 5 / hour up to the 19 customized test settings in the Microsoft link.

There can be performance problems and / or slow boot while using the tool.

If necessary the customized test settings can be modified.

Summary:
a) make a new restore point
b) test all non-Microsoft drivers
c) test no Microsoft drivers
d) after each BSOD use the reset command to turn off the tool
e) if the reset command does not work then use the bootmode command
f) only if both reset and bootmode command fail to turn off the tool then use restore
g) start with the 3 customized test settings in the Ten Forums link
h) increase the customized test settings up to the 19 customized test settings in the Microsoft link
i) report any performance problems or very slow boot so that the customized settings can be modified