Help needed for periodic BSODs on MSI laptop  

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  1. Posts : 7
    Windows 10 Home 10.0.19042 Build 19042
       #1

    Help needed for periodic BSODs on MSI laptop


    IMPORTANT: There are no minidump folders or files that I can see for my BSODs

    Here is the log file, though I doubt it will reveal anything with no minidumps. I have checked the memory dump settings and everything is set to create minidumps, but still not getting any.

    Running Windows 10 Home 10.0.19042 Build 19042

    Background info:
    I bought an MSI GT72 6QD gaming laptop refurbished and had MSI replace the crappy refurb drives with a Samsung 960 as a boot drive and Samsung 860 evo for storage.
    The laptop has worked fine all this time (3 years of university) but now it's periodically BSOD, I have noticed I can sometimes replicate the BSOD when I plug in an external display via HDMI. I have changed the HDMI cable and this has not helped. The BSOD sometimes happens upon connection, or it will Bluescreen when doing something menial such as listening to a radio station on the internet, or watching a video on the external display. I use the second external display for art related purposes and often I will have class tutorial videos running or references on that display.
    Since the BSODs have started, I have also noticed an issue in Photoshop where the brush strokes lag . This hasnot been an issue before, and I always had the Graphics Processor Settings set to GPU render, Advanced. I have not changed anything in Photoshop to cause the lag. I thought it could be the display driver or realtek audio driver causing some problem, without the minidump I really have no starting point.

    When the laptop bluescreens, it gets stuck in a bios boot loop until I turn it off and on again a few times.
    I have no minidumps. SFC did not find any corruptions and I've run DSIM. Ive checked Event Viewer and all I can find relevant to the BSOD is EventLog ie. 'The previous system shutdown at 12:48:58 PM on ‎2/‎11/‎2022 was unexpected.' and volmgr 'Dump file creation failed due to error during dump creation.'

    I reached out to MSI and they said they no longer provide the parts for this model, they suggested a place to me that refurbishes and fixes laptops but I've had no response. MSI said it could be an issue with the boot drive since it gets stuck in the bios loop, but I can usually fix this by draining the laptop of power and powering it on and off a few times. I have been told to reseat the ram, but I haven't attempted this yet.
    The only driver updates I could find are below, unsure if these may have started the problem. Mainly anything after 17/11/2021 which was before the BSODs started.
    Help needed for periodic BSODs on MSI laptop-windows10_driverupdates.jpg
    Someone also told me I may need to update the display driver, it is from 10/12/2021 and the new one I am currently downloading is 14/02/2022. I will attempt this but not sure it will solve the issue.

    - - - Updated - - -

    Update: I installed the new NVIDIA driver but it has not stopped the BSOD.
    It has been Bluescreening many times this morning
    The laptop is still not writing dump files

    I have found something in Event Viewer which may or may not have caused the issue.
    I believe both of these occured before BSOD.
    Help needed for periodic BSODs on MSI laptop-event_1.jpg
    Help needed for periodic BSODs on MSI laptop-event_2.jpg
    Along with this I am also getting a lot of TLS and LMS errors reported A fatal error occurred while creating a TLS client credential. The internal error state is 10013 and The LMS service failed to start due to the following error:
    The system cannot find the file specified.
      My Computer


  2. Posts : 837
    10 Pro/11 Pro Dual Boot
       #2

    teamsaxon said:
    IMPORTANT: There are no minidump folders or files that I can see for my BSODs

    Here is the log file, though I doubt it will reveal anything with no minidumps. I have checked the memory dump settings and everything is set to create minidumps, but still not getting any.

    Running Windows 10 Home 10.0.19042 Build 19042

    Background info:
    I bought an MSI GT72 6QD gaming laptop refurbished and had MSI replace the crappy refurb drives with a Samsung 960 as a boot drive and Samsung 860 evo for storage.
    The laptop has worked fine all this time (3 years of university) but now it's periodically BSOD, I have noticed I can sometimes replicate the BSOD when I plug in an external display via HDMI. I have changed the HDMI cable and this has not helped. The BSOD sometimes happens upon connection, or it will Bluescreen when doing something menial such as listening to a radio station on the internet, or watching a video on the external display. I use the second external display for art related purposes and often I will have class tutorial videos running or references on that display.
    Since the BSODs have started, I have also noticed an issue in Photoshop where the brush strokes lag . This hasnot been an issue before, and I always had the Graphics Processor Settings set to GPU render, Advanced. I have not changed anything in Photoshop to cause the lag. I thought it could be the display driver or realtek audio driver causing some problem, without the minidump I really have no starting point.

    When the laptop bluescreens, it gets stuck in a bios boot loop until I turn it off and on again a few times.
    I have no minidumps. SFC did not find any corruptions and I've run DSIM. Ive checked Event Viewer and all I can find relevant to the BSOD is EventLog ie. 'The previous system shutdown at 12:48:58 PM on ‎2/‎11/‎2022 was unexpected.' and volmgr 'Dump file creation failed due to error during dump creation.'

    I reached out to MSI and they said they no longer provide the parts for this model, they suggested a place to me that refurbishes and fixes laptops but I've had no response. MSI said it could be an issue with the boot drive since it gets stuck in the bios loop, but I can usually fix this by draining the laptop of power and powering it on and off a few times. I have been told to reseat the ram, but I haven't attempted this yet.
    The only driver updates I could find are below, unsure if these may have started the problem. Mainly anything after 17/11/2021 which was before the BSODs started.
    Help needed for periodic BSODs on MSI laptop-windows10_driverupdates.jpg
    Someone also told me I may need to update the display driver, it is from 10/12/2021 and the new one I am currently downloading is 14/02/2022. I will attempt this but not sure it will solve the issue.

    - - - Updated - - -

    Update: I installed the new NVIDIA driver but it has not stopped the BSOD.
    It has been Bluescreening many times this morning
    The laptop is still not writing dump files

    I have found something in Event Viewer which may or may not have caused the issue.
    I believe both of these occured before BSOD.
    Help needed for periodic BSODs on MSI laptop-event_1.jpg
    Help needed for periodic BSODs on MSI laptop-event_2.jpg
    Along with this I am also getting a lot of TLS and LMS errors reported A fatal error occurred while creating a TLS client credential. The internal error state is 10013 and The LMS service failed to start due to the following error:
    The system cannot find the file specified.

    1st. Please run and rerun windows updates. You are missing some (quite a few).
    2nd Make sure and get the optional updates also (will include some .net)
    3rd. make sure windows is configured properly to write dump files. Tutorial here.
    3rd.
      My Computers


  3. Posts : 5,166
    64bit Win 10 Pro ver 21H2
       #3

    Try removing the MSI update application and see if it makes any difference. It has been crashing repeatedly. It may be listed as MSI Remind Manager.
      My Computers


  4. Posts : 7
    Windows 10 Home 10.0.19042 Build 19042
    Thread Starter
       #4

    tomdsr said:
    1st. Please run and rerun windows updates. You are missing some (quite a few).
    2nd Make sure and get the optional updates also (will include some .net)
    3rd. make sure windows is configured properly to write dump files. Tutorial here.
    3rd.
    I checked the dump settings on the first BSOD, it's always been set to Automatic. Which setting would you suggest seeing as Automatic is not creating the dump?
    I have downloaded the latest update and optional driver updates so they can install overnight.
      My Computer


  5. Posts : 5,166
    64bit Win 10 Pro ver 21H2
       #5

    teamsaxon said:
    I checked the dump settings on the first BSOD, it's always been set to Automatic. Which setting would you suggest seeing as Automatic is not creating the dump?
    Your dump settings are OK. In your case the crash dump files are not being created because the dump creation process is not able to complete. It started but failed. This sometimes happens.

    The only change you could make is to turn off automatic reboot. This will allow you to see any messages that are reported with the blue screen.
      My Computers


  6. Posts : 7
    Windows 10 Home 10.0.19042 Build 19042
    Thread Starter
       #6

    philc43 said:
    Your dump settings are OK. In your case the crash dump files are not being created because the dump creation process is not able to complete. It started but failed. This sometimes happens.

    The only change you could make is to turn off automatic reboot. This will allow you to see any messages that are reported with the blue screen.
    OK so I have applied all the updates and optional updates, and having a lot of BSOD this morning. MSI Update Helper was uninstaller as well but made no difference.
    I stopped the Automatic Restart, and my current Bluescreen is stuck at 0% of a dump.
    The error message I can see is WHEA_UNCORRECTABLE_ERROR

    - - - Updated - - -

    I have also run Windows Memory Diagnostic and this completed with no errors
    Running memtest86 (not memtest86+) right now, with 83% pass and 74% of the test done.
    Do I need to do this more than once?
    Last edited by teamsaxon; 17 Feb 2022 at 21:43.
      My Computer


  7. Posts : 837
    10 Pro/11 Pro Dual Boot
       #7

    teamsaxon said:
    OK so I have applied all the updates and optional updates, and having a lot of BSOD this morning. MSI Update Helper was uninstaller as well but made no difference.
    I stopped the Automatic Restart, and my current Bluescreen is stuck at 0% of a dump.
    The error message I can see is WHEA_UNCORRECTABLE_ERROR

    - - - Updated - - -

    I have also run Windows Memory Diagnostic and this completed with no errors
    Running memtest86 (not memtest86+) right now, with 83% pass and 74% of the test done.
    Do I need to do this more than once?
    Did it have anything like 0x00000 or similar after or at the end of the line that says WHEA_UNCORRECTABLE_ERROR? Without that or a dump, its hard to pinpoint what hardware windows (thinks) is breaking/broken.
      My Computers


  8. Posts : 7
    Windows 10 Home 10.0.19042 Build 19042
    Thread Starter
       #8

    tomdsr said:
    Did it have anything like 0x00000 or similar after or at the end of the line that says WHEA_UNCORRECTABLE_ERROR? Without that or a dump, its hard to pinpoint what hardware windows (thinks) is breaking/broken.
    Unfortunately it did not have a string of numbers after the error line
    Help needed for periodic BSODs on MSI laptop-20220218_110105.jpg
      My Computer


  9. Posts : 5,166
    64bit Win 10 Pro ver 21H2
       #9

    teamsaxon said:
    OK so I have applied all the updates and optional updates, and having a lot of BSOD this morning. MSI Update Helper was uninstaller as well but made no difference.
    I stopped the Automatic Restart, and my current Bluescreen is stuck at 0% of a dump.
    The error message I can see is WHEA_UNCORRECTABLE_ERROR

    - - - Updated - - -

    I have also run Windows Memory Diagnostic and this completed with no errors
    Running memtest86 (not memtest86+) right now, with 83% pass and 74% of the test done.
    Do I need to do this more than once?
    Yes, please run memtest86 twice in succession for a total of 8 passes.

    Your WHEA_UNCORRECTABLE_ERROR is telling you it is an unknown hardware problem. The fact that no dump is written suggests it could be related to the drive. I would also run a full range of disk tests. Start with HDtune.



    Diagnostics Test

     HDD TEST


    Run HDTune to
    • check the health,
    • scan for errors, no quick scan but full scan
    • run a benchmark.

    It may take some time, but please take the time you need to perform it properly.
    When above is done please make screenshots of the following
    • the health,
    • the error scan,
    • the benchmark incl. following
      • transfer rate,
      • access time,
      • burst rate,
      • cpu usage.
      My Computers


  10. Posts : 7
    Windows 10 Home 10.0.19042 Build 19042
    Thread Starter
       #10

    philc43 said:
    Yes, please run memtest86 twice in succession for a total of 8 passes.

    Your WHEA_UNCORRECTABLE_ERROR is telling you it is an unknown hardware problem. The fact that no dump is written suggests it could be related to the drive. I would also run a full range of disk tests. Start with HDtune.



    Diagnostics Test

     HDD TEST


    Run HDTune to
    • check the health,
    • scan for errors, no quick scan but full scan
    • run a benchmark.

    It may take some time, but please take the time you need to perform it properly.
    When above is done please make screenshots of the following
    • the health,
    • the error scan,
    • the benchmark incl. following
      • transfer rate,
      • access time,
      • burst rate,
      • cpu usage.
    I believe I ran this hard drive scan yesterday and nothing out of the ordinary showed up in the benchmark, no bad sectors.. I will test it again and post the results. I will also post the results of memtest, I left it while I went to work so hopefully it has not booted to Windows while I was out

    - - - Updated - - -

    I have completed the tests

    First pass of memtest86
    Help needed for periodic BSODs on MSI laptop-20220218_211435.jpg Help needed for periodic BSODs on MSI laptop-20220218_211505.jpg

    Second pass
    Help needed for periodic BSODs on MSI laptop-20220219_015148.jpg Help needed for periodic BSODs on MSI laptop-20220219_015208.jpg Help needed for periodic BSODs on MSI laptop-20220219_015221.jpg

    And the results from HDTune which for some reason does not show the health of the OS drive
    Help needed for periodic BSODs on MSI laptop-hd_health.jpg Help needed for periodic BSODs on MSI laptop-hd_errorscan.jpg Help needed for periodic BSODs on MSI laptop-hd_benchmark.jpg
      My Computer


 

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