Laptop crashing and shutting down when put in sleep mode

smt1 · 03 Mar 2017

Hi,

I'm having a crashing issue with a Toshiba Satellite S855-S5165 laptop. When the computer is put in sleep mode, the screen blacks out and the laptop freezes for ~ 5 minutes. After five minutes the laptop will crash and shutdown, generating a dump file. This happens both on battery and when plugged in. A cursory glance at the dump file indicates that it's a driver problem, but I'm not sure which driver is the culprit.

The laptop originally shipped with Windows 8. It was upgraded to Windows 10 during the free upgrade period. Toshiba's support site doesn't list any Windows 10 drivers for this model. I've installed the newest Windows 8 / Windows 8.1 drivers listed on the support site, but this hasn't fixed the problem. I've also uninstalled all software that appears to be bloatware. The laptop exhibits no significant issues, other than this sleep problem.

Attached is the DM Log Collector zip file. Any assistance you can provide would be appreciated!

Ztruker · 03 Mar 2017

The latest dump says ndis.sys is the cause. Not likely as this is a Windows 10 OS module. More likely is your network driver.
You have a Qualcomm Atheros AR8161 PCI-E Gigabit Ethernet Controller (NDIS 6.30). I don't find any Windows 10 drivers for that NIC. The latest is Windows 8.1 X64 here: Download Qualcomm Atheros network driver 2.1.0.21 for Windows 8

You can try it, see if it makes any difference.

The 3/2 2:26PM dump shows a problem with your video card/driver:

Code:

BugCheck C4, {2000, fffff80dcac748f1, 0, 20504340}
*** WARNING: Unable to verify timestamp for igdkmd64.sys
*** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys
Probably caused by : igdkmd64.sys ( igdkmd64+648f1 )

You have a Intel(R) HD Graphics 4000 version 10.18.10.3308 dated 9/15/2013. Try the latest driver here: Downloads for Intel® HD Graphics 4000. There is one dated 5/13/2016 that is worth trying.

smt1 · 06 Mar 2017

Ztruker,

Thank you for your assistance.

I've updated the two drivers you listed, but the problem remains. Ndis.sys is still listed as the probable cause. I've uploaded a new DM Log file if you wanted to take a look.

SFC /scannow completes without any errors, and I've run Driver Verifier with /standard /all parameters for 24 hours with no crashes. Do you think a Windows 10 repair install could fix the problem?

Ztruker · 07 Mar 2017

Are you using Ethernet or Wireless to connect? If wireless, then update the Realtek RTL8188CE Wireless LAN 802.11n PCI-E NIC or at least try uninstalling iot then reinstalling it.

smt1 · 09 Mar 2017

I'm using Ethernet at the moment. Uninstalling the Realtek Wi-Fi driver and letting Windows 10 find and install a driver doesn't fix the problem. The Wi-Fi driver available on Toshiba's support site doesn't appear compatible with Windows 10, as I get the "driver not found" yellow triangle in Device Manager when installing it. It doesn't appear that Realtek ever released Windows 10 drivers for this network card.

Ztruker · 09 Mar 2017

Give this one a try. Not from Realtek but might work. Download Windows 10 x64 drivers for Realtek RTL8188CE Wireless LAN 802.11n PCI-E NIC

smt1 · 10 Mar 2017

The installer completes without installing a new driver. "No device for update present" is the reason listed.

Ztruker · 10 Mar 2017

Rats, I was hoping that would work.
What about changing the Power Options so the power is not dropped for the WiFi in sleep mode?

Attachment 124551

smt1 · 13 Mar 2017

Still no change, unfortunately. I also tried disabling both network adapters (Realtek in Device Manager, Athernos LAN in UEFI) with no success.

Ztruker · 13 Mar 2017

run dm_log_collector again and upload the zip file, let's see if anything different shows.

If not, try enabling Driver Verifier:

===================================================
Driver Verifier is a diagnostic tool built into Windows 10, it is designed to verify both native Microsoft drivers and third party drivers. Driver Verifier's verification process involves putting heavy stress on drivers with the intention of making bad, outdated, incompatible or misbehaving drivers fail. The required result is a BSOD (Blue Screen of Death) which will generate a crash dump for debugging purposes.
Machines exposed to Driver Verifier will run very sluggishly due to the stress being applied to the drivers.

Driver Verifier - Enable and Disable in Windows 10

Pay close attention to

PART TWO

and make sure the correct boxes are checked.

Warning:
It is not advised to run Driver Verifier for more than 48 hours at a time. Disable Driver Verifier after 48 hours or after receiving a BSOD, whichever happens soonest.

Always create a Restore Point prior to enabling Driver Verifier. Enable System Protection if necessary first.

What we're looking for is a verifier generated BSOD with a mini dump that will tell us what driver caused it. If you get a BSOD, rerun dm_log_collector and upload the resulting zip file.