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  1.    17 Jul 2016 #1
    Join Date : Jul 2016
    Posts : 12
    Win10 PRO

    Regular System Reboots involving ntoskrnl.exe - on system idle


    Hi there, am having a problem with a new computer system. Freshly installed with windows 10 Pro. Have attached the DM log collector files Attachment 90539

    For the first week this system ran without problems. Left online for long periods copying network files and downloading etc. Then on July 14th began to suffer from unexplained system reboots after between 30-60 mins of being left without keyboard or mouse input. These don't happen while the system is in use and I've been able to confirm 6-7 hour periods of intense usage without any crash.

    Each of the idle crashes comes up with a "The computer has rebooted from a bugcheck." listing in the Windows event review. Each of these reboots basically restarts the machine and comes back to the login screen.

    I've downloaded the BlueScreenView minidump reviewer program to find out what drivers are involved and the results of these crashes are as follows :

    Between 14/07/2016 and 16/07/2016

    Bug check String Caused by Driver / Address

    Unknown NTFS.sys +a63e0
    Unknown tcpip.sys +1fb2c8
    Memory_Management ntoskrnl.exe +142760
    IRQL_NOT_LESS_OR_EQUAL ntoskrnl.exe +142940
    Memory_Management ntoskrnl.exe +142940
    Page_fault_in_nonpaged_area ndis.sys +97860
    IRQL_NOT_LESS_OR_EQUAL ntoskrnl.exe +142940
    Bad_Pool_Header FLTMGR.SYS +37059
    Unknown ntoskrnl.exe +142940
    Page_fault_in_nonpaged_area ntoskrnl.exe +142940

    On July 14th I installed some Windows Updates, Latest Nvidia Geforce drivers (368.81) and some Epson printer drivers.

    Just to re-iterate this crash reboot symptom only happens while the computer is idle for an extended time without keyboard or mouse input and happens regardless of whether the computer is literally doing nothing - or actively downloading from the internet (steam etc).

    The PC is overclocked. But I have tested reverting to system defaults (non overclocked this past weekend for 30 hours or so and the last few crashes have happened with the non overclocked status)

    Any help or suggestions gladly appreciated.
      My ComputerSystem Spec
  2.    17 Jul 2016 #2
    Join Date : Jul 2016
    Posts : 12
    Win10 PRO
    Thread Starter

    Attachment 90544

    Have added an image of the BlueScreenView Analysis - it actually shows that in another two instances Bad Pool and Page fault - the ntoskrnl.exe was involved in the crash as one of two cited drivers .. so that means currently 8 of the 10 reboots have involved this driver I believe.
      My ComputerSystem Spec
  3.    17 Jul 2016 #3
    Join Date : Apr 2014
    Space coast of Florida
    Posts : 5,254
    Windows 10 Pro X64 15063.483

    One of the dumps form the 16th indicates a problem with BHDrvx64.sys. This belongs to Symantec Eraser Control which is part of Symantec AV.

    Code:
    ffffd000`20e703d8  fffff800`61113601Unable to load image \??\C:\Program Files (x86)\Norton Security\NortonData\22.6.0.142\Definitions\BASHDefs\20160711.001\BHDrvx64.sys, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for BHDrvx64.sys
    *** ERROR: Module load completed but symbols could not be loaded for BHDrvx64.sys
     BHDrvx64+0x173601
    A couple of the dumps indicate memory_corruption but this could be due to a driver.

    Please uninstall all Norton/Symantec programs from your computer. Enable the built-in Windows Defender and Windows Firewall and run with them for awhile, See how the system behaves.
      My ComputersSystem Spec
  4.    17 Jul 2016 #4
    Join Date : Jul 2016
    Posts : 12
    Win10 PRO
    Thread Starter

    I'll try that tonight and let you know how it survives through the night. The crashes have been very regular so far so if it stays up should mean we're getting somewhere.

    Cheers.
      My ComputerSystem Spec
  5.    18 Jul 2016 #5
    Join Date : Jul 2016
    Posts : 12
    Win10 PRO
    Thread Starter

    Quote Originally Posted by Andrew Cruse View Post
    I'll try that tonight and let you know how it survives through the night. The crashes have been very regular so far so if it stays up should mean we're getting somewhere.

    Cheers.

    Okay tried that, no luck, the system rebooted after about 20mins same symptoms. I've gone ahead and reinstalled windows 10 and will try to leave it fresh for a time with just the browsers and without Norton and see if the problem continues on a fresh installation.
      My ComputerSystem Spec
  6.    18 Jul 2016 #6
    Join Date : Jul 2016
    Posts : 12
    Win10 PRO
    Thread Starter

    Quote Originally Posted by Andrew Cruse View Post
    Okay tried that, no luck, the system rebooted after about 20mins same symptoms. I've gone ahead and reinstalled windows 10 and will try to leave it fresh for a time with just the browsers and without Norton and see if the problem continues on a fresh installation.

    Okay ... Fresh Installation of windows, have been careful in what I've installed.
    Chrome, Steam. Razor Mouse Drivers. WD Access - No Norton Security Suite as yet.

    Its just stayed stable while idle for 2 hours - which beats its previous post-problem record. I'm wondering if the Norton uninstall I did on the old version of windows didn't completely remove the problem driver or something.

    Additionally - I lost the Power Management Custom session that my Manufacturer had running and had to recreate another custom one derived from the High Performance default - I notice that this one has the Minimum processor state set to 100% whereas my previous 3XS custom one had a min state of 10% - not sure what the implication is here but that change + clean installation no Norton .... and a general refresh of the windows drivers / systems seem to be the only real differences.

    Will keep testing today and let you know if its sorted out or the problem reoccurs!

    Thanks
      My ComputerSystem Spec
  7.    18 Jul 2016 #7
    Join Date : Apr 2014
    Space coast of Florida
    Posts : 5,254
    Windows 10 Pro X64 15063.483

    When you got rid of Norton, you should use the Norton Removal Tool. Sorry, I should have mentioned that.

    Keep track of what you add then it will (or should be) obvious whena installed program causes a problem.
    I'm hoping all is well and you will continue to run without problems.
      My ComputersSystem Spec
  8.    02 Aug 2016 #8
    Join Date : Jul 2016
    Posts : 12
    Win10 PRO
    Thread Starter

    Okay couple of weeks on - still haven't reinstalled Norton. Same graphic drivers and the problem has started happening again. Here's an updated set of log files.

    Literally there's nothing much installed on the computer but windows / steam/uplay / an WD external HD access program, Sonos controller and GPU-z

    Symptoms are as initially described in the thread - its fine in use, even for long periods - but if its left idling it crashes and reboots every 30-60 mins without fail.

    Any help again gladly appreciated!
      My ComputerSystem Spec
  9.    02 Aug 2016 #9
    Join Date : Jul 2016
    Posts : 12
    Win10 PRO
    Thread Starter

    PS. I know you chaps don't really like the Bluescreen viewer program but the summary screen shows the bug check strings and all 4 of these show the ntoskrnl.exe highlighted in red at the time of the crash.

    One thing that I also notice is that even when i do a controlled shut down with by clicking power/shutdown in the windows and the machine powers off ...

    It nonetheless creates an error 41 "The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly." message in the event viewer.

    This does seem strange to me.

    Cheers.
      My ComputerSystem Spec
  10.    02 Aug 2016 #10
    Join Date : Apr 2014
    Space coast of Florida
    Posts : 5,254
    Windows 10 Pro X64 15063.483

    The Razor Mouse Drivers has caused some problems like BSODs. Even though I don't see any indication of it in your dumps. it might be a good idea use a different mouse, just a plain USB connected would be great.

    What else is connected to the PC? Try disconnecting everything except Mouse (not Razer), keyboard, display and Ethernet cable.

    If that doesn't help, try doing a Clean Boot, see if that helps.

    See here: How to Perform a Clean Boot in Windows 10 to Troubleshoot Software Conflicts
      My ComputersSystem Spec

 
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