Dark screen on sleep resume, then reboot from bugcheck

DarrylP796 · 28 Jan 2017

My laptop is a Samsung NP880Z5E. Runs a i7-3635 processor. Came with dual graphics chips: Intel HD4000 and AMD Radeon 8700. The computer, when bought new, was running Windows 8.1, but has been running Windows 10 for months. Currently running Windows 10 version 1607.

On January 14th the sleep function, which had been working perfectly since the computer was bought, including while on Windows 10, stopped working. The computer seems to go to sleep when I close the lid or click the power button, as I have it set up to do, but when I open the lid or click the power button to bring the machine out of sleep, the power light comes back on solid and the fan starts back up, but the screen stays dark. If I leave the computer alone, after about two minutes the computer will boot up, but not from the sleep state, it performs a complete reboot.

Here are some things I have tried, in no particular order:

- Made sure the "upgrade" results show that I have the latest and greatest updates for the computer
- Using device manager have uninstalled and re-installed what Samsung and the updater say are the "latest" drivers for my computers' configuration of the two graphics cards. Have also tried the truly latest drivers for the graphics card from Intel and AMD although to use the absolute latest Intel driver requires a manual and not automatic installation.
- Tried having the hibernate file on and tried having it off using the powercfg \h on or off command
- Hybrid sleep is off
- Tried the power troubleshooter. No issues found
- Checked the Windows system with sfc \scannow to verify system integrity. No issues found.
- Verified the power profile. Make sure it is on default settings and saved.
- Made sure BIOS settings are valid. Compared them to an identical computer with now sleep (but running W10v1511)
- When I close the lid and wait for the computer to reboot, the Event Viewer shows three events that I think are all related. First is ID 6008 (unexpected shutdown), then ID 41 Critial Kernal Power, then ID 1001( re-boot from bugcheck.)

I have tried MS help and have talked to first level and second level technical support. First level had me do an in-place re-installation of Windows 10. It did not solve the problem. Second level MS tech support checked the various items above, then recommended a clean installation of W10. I am hoping to avoid that if possible. (I can give a MS case number if that helps.)

I'm a NOOB on the Tenforums boards, so if this is not posted in the correct area, let me know and I will repost. I did check to see if this problem had a solution on the Forums and have not seen one. My thinking is that the computer is basically crashing, then re-booting on resume from sleep, thus the problem is basically a BSOD (or in my case a DSOD).

Any help or suggestions would be very appreciated.

Regards,

Darryl

philc43 · 01 Feb 2017

There does seem to be a problem with the resume power function when waking from sleep.

Code:

DRIVER_POWER_STATE_FAILURE (9f)
A driver has failed to complete a power IRP within a specific time.
Arguments:
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: ffffac8e2dd75bf0, Physical Device Object of the stack
Arg3: fffff80358ee2960, nt!TRIAGE_9F_POWER on Win7 and higher, otherwise the Functional Device Object of the stack
Arg4: ffffac8e373d18d0, The blocked IRP

0: kd> !irp ffffac8e373d18d0
Irp is active with 3 stacks 2 is current (= 0xffffac8e373d19e8)
 No Mdl: No System Buffer: Thread 00000000:  Irp stack trace.  
     cmd  flg cl Device   File     Completion-Context
 [N/A(0), N/A(0)]
            0  0 00000000 00000000 00000000-00000000    

			Args: 00000000 00000000 00000000 00000000
>[IRP_MJ_POWER(16), IRP_MN_SET_POWER(2)]
            0 e1 ffffac8e2ddff810 00000000 fffff80357052eac-ffffac8e37375be0 Success Error Cancel pending
	       \Driver\ACPI	nt!PopSystemIrpCompletion
			Args: 00041100 00000000 00000001 00000002
 [N/A(0), N/A(0)]
            0  0 00000000 00000000 00000000-ffffac8e37375be0    

			Args: 00000000 00000000 00000000 00000000

Open an elevated Command Prompt (Admin) (right click on the start button to select this) and then type
powercfg /systemsleepdiagnostics

This will generate a report which by default will be saved to your Windows\system32 directory. Please post a copy of the report and hopefully it will show something useful.

DarrylP796 · 01 Feb 2017

Here is the sleep report.

There are some items that are colored red, so hopefully it found something. Not sure what it is pointing me to, yet.

Thank you very much for looking at the reports for me.

Ztruker · 01 Feb 2017

Nice @philc43. I have not seen that before. Interesting stuff.

philc43 · 02 Feb 2017

However, I'm not finding anything that really helps.

The only old drivers I can see are vrvd5.sys connected with the Samsung Remote Software and two Realtek drivers (RTL2832UBDA.sys and RTL2832UUSB) related to a USB demodulator. It might be worth uninstalling these in case they are interfering with the power operation.

DarrylP796 · 02 Feb 2017

I'm going to find and remove those drivers and test.

Are there any other reports or files I could send that may help you?

Thank you again for your help.

Regards,

Darryl

DarrylP796 · 02 Feb 2017

Deleted vrvd5.sys, RTL2832UBDA.sys and RTL2832UUSB, then re-booted. No change. The system still cannot resume from sleep.

I have attached the new sleep diagnostics and an energy report since the driver deletion.

Regards,

Darryl

philc43 · 03 Feb 2017

The energy report is useful as it describes the various sleep states that are in use.

Some users have found that turning off C-states in the BIOS is helpful but I've no idea whether that is an option you have. It would most likely be in the advanced section of the BIOS setup.

DarrylP796 · 08 Feb 2017

Thanks for trying guys. After nothing worked and no obvious answers, I went ahead a did a re-install of Windows 10. What a pain in the tush! Anyway, the system is now working correctly. The sleep function is back and works well.

Now to recover years worth of files onto the computer......sigh.

falkunmalti · 10 Feb 2017

Hi
I am experiencing the exact same problem as this poster, except that my installation is a brand new one windows 10 pro and I have not completed the reinstallation of my programs so there are not many yet. I have narrowed it down to this. If the computer goes to sleep ON ITS OWN following the period set in power options, the n it wakes up fine. But if I put it to sleep by choosing the option sleep on the power menu, it goes to sleep and immediately reboots, sometimes causing a BSOD, sometimes not. I have run sfc and it is clean as is chkdsk.

Before the last week or so, the sleep function worked perfectly. I don't know what happened to make it change. This has now been happening since yesterday and on advice from the forum, I did a clean install of windows hoping that the problem would go away but it doesn't.

I am uploading the diagnostic file as requested. If there is anything else I can post please let me know.

Additional note: Right now I woke the computer after it had slept on its own, and it took almost 2 minutes to wake up.

Dark screen on sleep resume, then reboot from bugcheck

Dark screen on sleep resume, then reboot from bugcheck

Sleep diagnostics report

Anything else I could post to help troubleshoot?

Deleted the three drivers. Did not solve the problem.