(Incomplete) BSODs and freezes


  1. WentToMeetHer
    Posts : 4
    Windows 10 Enterprise
       New #1

    (Incomplete) BSODs and freezes


    Windows version: Windows 10 20H2 (19042.928)

    A friend of mine has issues with their PC.

    We did the following:
    - There are no unknown drivers
    - Chipset and NVIDIA drivers were installed manually
    - The RAM did 8 passes in Memtest86+ without errors
    - We updated the BIOS (with loading optimized defaults before and after)
    - We got rid of two drives with SMART errors (all drives are healthy now)
    - We reinstalled Windows 10 20H2
    - We ran sfc /scannow and CHKDSK

    They have BSODs on a daily basis, but the PC freezes during the process (they waited for at least 30 minutes). Sometimes the PC just freezes without a BSOD.
    Ever since we ran Tuneup2.bat, no dumps were created.

    I don't know what else to do anymore. A log created with V2 Log collector is attached.

    I hope we can fix this. Thanks in advance!
      My Computer
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  3. Macboatmaster
    Posts : 1,617
    11, 10, 8.1 and 7 all Professional versions, and Linux Mint
       New #2

    The logs show
    Event[5294]:
    Log Name: System
    Source: ACPI
    Date: 2021-04-15T01:04:11.1120000Z
    Event ID: 15
    Task: N/A
    Level: Warning
    Opcode: N/A
    Keyword: Classic
    User: N/A
    User Name: N/A
    Computer: DESKTOP-HSCJPAP
    Description:
    : The embedded controller (EC) returned data when none was requested. The BIOS might be trying to access the EC without synchronizing with the operating system. This data will be ignored. No further action is necessary; however, you should check with your computer manufacturer for an upgraded BIOS.

    However apart from a Beta version that was issued back in 2018 - 3503
    you appear to have the latest 2801
    https://www.asus.com/uk/Motherboards...HelpDesk_BIOS/

    Another report is
    vent[2818]:
    Log Name: Application
    Source: Microsoft-Windows-RestartManager
    Date: 2021-04-11T14:13:07.8570000Z
    Event ID: 10010
    Task: N/A
    Level: Warning
    Opcode: Info
    Keyword: N/A
    User: S-1-5-21-1187203489-2774215743-3328554185-1001
    User Name: DESKTOP-HSCJPAP\Username
    Computer: DESKTOP-HSCJPAP
    Description:
    Application 'C:\Program Files (x86)\Razer\Synapse\RzSynapse.exe' (pid 11820) cannot be restarted - Application SID does not match Conductor SID..

    The two dumps 23 March and 1 April indicate a posssible hardware error
    I suggest you start with trying another keyboard/mouse whichever of yours is Razer.

    See my attached screenshot of your startup apps, I do not know which is enabled or indeed which are still installed
    UNINSTALL LAVASOFT web companion or if you cannot and it is enabled - disable it

    ===========================
    TuneUp-bat will have turned OFF the system failure dump creation - I think
    check it in settings, system - advanced system settings -

    ============================
    What is the make and full model details of the PSU
    Presuming you can open the case at the same time check for dust build up etc on fans and cooling fins.
    Attached Thumbnails Attached Thumbnails (Incomplete) BSODs and freezes-startup.jpg  
      My Computer
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  4. MrPepka
    Posts : 1,538
    Windows 8.1 Enterprise x64
       New #3

    Send full memory dump (MEMORY.DMP file from C:\Windows)
      My Computer
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  6. WentToMeetHer
    Posts : 4
    Windows 10 Enterprise
    Thread Starter
       New #4

    @Macboatmaster thank you for your answer!

    We already uninstalled Razer Synapse and other RGB software. My friend will try a different keyboard soon.

    LAVASOFT web companion is taken care of, we also ran Malwarebytes.

    Tuneup.bat creates MEMORY.DMPs instead of the small ones, I didn't know they aren't included in the log collector.
    A MEMORY.DMP from a few days ago can be downloaded here (thanks, @MrPepka).

    The PSU is a Corsair CS650M (75-010708) - not particularly great, but it shouldn't blow up the PC.
    My friend cleans the bottom of the case and the dust filter regularly. On the inside, the PC is relatively clean (nothing that would cause problematic temperatures).
    Sadly, I live about 3h away from their PC, so I can't check its hardware myself.

    The PC also freezes a lot, even when not stressing it (e.g. watching a movie on Disney+). Only a hard reboot helps in those situations.
      My Computer
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  7. Macboatmaster
    Posts : 1,617
    11, 10, 8.1 and 7 all Professional versions, and Linux Mint
       New #5

    Sorry I am late replying
    try running the Intel tool
    Download the 64 bit on the MSI installer
    Download Intel(R) Processor Diagnostic Tool
      My Computer
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  8. WentToMeetHer
    Posts : 4
    Windows 10 Enterprise
    Thread Starter
       New #6

    @Macboatmaster Thank you!
    They ran it and it passed, so probably no issues there.

    Attachment 329718

    There were no bluescreens in the last few days, but a lot of freezes.
      My Computer
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  9. Macboatmaster
    Posts : 1,617
    11, 10, 8.1 and 7 all Professional versions, and Linux Mint
       New #7

    I know the ram passed memtest but you have four ram sticks in
    One of them is NANYA ram
    Location : DIMM_B1
    BankLabel : BANK 2
    Manufacturer : 1311
    MemoryType : DDR3
    FormFactor : DIMM
    Capacity : 4GB
    Speed : 1333
    Serial : 0BC02265
    PartNumber : NT4GC64B8HB0NF-CG
    ECC : False
    TypeDetail : {Synchronous}
    Nanya NT4GC64B8HB0NF-CG PC3-10600 1333MHz 4GB 240pin DIMM Desktop Non-ECC DDR3 Memory Full Technical Specs and Reviews [Nanya, NT4GC64B8HB0NF-CG, PC3-10600, 4GB, 1333MHz, Non-ECC DDR3 Memory] - lb30.00 : Electrobyt!, Computer Memory

    Our Company

    I had never heard of Nanya ram before it MAY be good I do not know, but you should in fact always run matched pairs.
    The other three sticks are Kingston
    Take out the NANYA ram
    run with the three sticks

    The NANYA ram is in dimm slot B1 which looking from the processor is the third slot
    see your manual page 1-8 on the pdf
    https://dlcdnets.asus.com/pub/ASUS/m...r_web_only.pdf

    see if you still get freezes.
    If you do run with two Kingston sticks in A2 B2
    if you do NOT get freezes
    change one of the Kingstons for the NANYA and see if you do then
      My Computer
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  10. WentToMeetHer
    Posts : 4
    Windows 10 Enterprise
    Thread Starter
       New #8

    @Macboatmaster As always, thank you very much for your help.
    The issue persists with the two Kingston sticks in A2 and B2.

    Log collector: DESKTOP-HSCJPAP-(2021-05-09_22-48-44).zip - Google Drive
    MEMORY.DMP: MEMORY.zip - Google Drive
      My Computer
    Quote Quote

 

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