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Windows 8.1 Crashes without BSOD


Posts
10
#1
Hi,


My Sony Vaio Multi-Flip has been causing a lot of pain recently. A couple of months ago, it was making a lot of noise (which apparently came from the fan) but the problem resolved itself and has rarely occurred in the last 2 months. The engineer said at the time, that it was most likely a fan noise (as opposed to the HDD).


However from the last few days, the laptop shuts down out of nowhere (without a blue screen). This happened 5-6 times consecutively the first time, after which I was somehow able to do a system restore to a couple of weeks earlier, to see if it might have been a software issue. That temporarily seemed to fix it, but a few days later the issue is back. It happens every now and then (say once or twice a day). The laptop just shuts down completely in a snap. I wonder if anyone has faced this issue before and what might be causing this? I have an important business trip coming up and the last thing I want is for this to happen when I am in a client meeting.


Update: I notice my CPU temperatures are normally between the 55-70 degrees on average usage, so I wonder if replacing/cleaning the fan is the way to go?


Also, every now and then, I hear a "beeping noise" and I notice this is usually when I lift the laptop up or tilt it slightly, while it is still running. This is shown as a critical error in my event log, with error source "Kernel Power" and error description " The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly."


DM Log collector results attached as SF Doesnt seem to be working for me on Windows 8.1. The greens status bar doesnt go past the "u" of "lunch" text above it despite waiting for ages.


Thanks
 

My Computer

System One

  • OS
    Windows 8.1

usasma

Mr. Cranky Pants
VIP Member
Guru
Posts
5,139
#2
My first suspect is the fan (and overheating) as it gave problems in the past.
What are the temps just prior to the beeping noise?
This free utility will record max temps: HWMonitor CPUID - System & hardware benchmark, monitoring, reporting

The critical event is simply Windows way of telling you that it doesn't know why the system shut down. It could be overheating, and unseen BSOD, or even just shutting down the system by holding the power button down. We start by looking at this log for clues:
Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog))
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on Administrative Events
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).
The last 4 BSOD events (in MSINFO32) all blame networking components. With the VPN ?more than one?), the torrents, and the Comodo - this is gonna be difficult to figure out. I'd remove Comodo temporarily (and use Windows Defender/Firewall while testing), I'd uninstall the VPN's and I'd stop using/feeding torrents while we are troubleshooting.

The last 2 BSOD events are also represented by the 2 memory dumps that you attached. The debugger points to Power Down issues - so it's expected that these happened while shutting down, is that so?

Please update these older drivers. Links are included to assist in looking up the source of the drivers. If unable to find an update, please remove (un-install) the program responsible for that driver. DO NOT manually delete/rename the driver as it may make the system unbootable! :

ProtectorA.sys Fri Oct 15 04:14:55 2010 (4CB80D7F)
This is most likely a KeyboardProtection driver module from Bank of China Limited
ProtectorA.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.

tap0901.sys Thu Nov 24 13:50:27 2011 (4ECE91F3)
TAP-Win32 Adapter V9 or[br]OpenVPN driver or COMODO
http://www.carrona.org/drivers/driver.php?id=tap0901.sys

Please note the drivers below that date from before the release of Windows 8.1 (17 Oct 2013) - check to see that each and every one is compatible w/Windows 8.1 (at the manufacturer's website). If not, you must either remove the device and it's software - or locate a Windows 8.1 compatible update on the web. Removing some drivers may make the system unstable - so if you're unable to find updates, post back for info on the one's that can/cannot be safely removed.




Analysis:
The following is for informational purposes only.
Code:
[font=lucida console]**************************Sun Jul 20 13:37:43.372 2014 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\SysnativeBSODApps\072114-24546-01.dmp]
Windows 8 Kernel Version 9600 MP (4 procs) Free x64
Built by: [B]9600[/B].17085.amd64fre.winblue_gdr.140330-1035
System Uptime:[B]0 days 13:32:08.278[/B]
*** ERROR: Module load completed but symbols could not be loaded for rasl2tp.sys
Probably caused by :[B]ntkrnlmp[/B]
BugCheck [B]9F, {3, ffffe00152592cd0, ffffd000917cdc80, ffffe0014f59ce10}[/B]
BugCheck Info: [url=http://www.carrona.org/bsodindx.html#0x0000009F]DRIVER_POWER_STATE_FAILURE (9f)[/url]
Arguments: 
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: ffffe00152592cd0, Physical Device Object of the stack
Arg3: ffffd000917cdc80, nt!TRIAGE_9F_POWER on Win7 and higher, otherwise the Functional Device Object of the stack
Arg4: ffffe0014f59ce10, The blocked IRP
BUGCHECK_STR:  0x9F
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  cmdagent.exe
FAILURE_BUCKET_ID: [B]0x9F_3_POWER_DOWN_IMAGE_ntkrnlmp[/B]
CPUID:        "Intel(R) Core(TM) i7-4500U CPU @ 1.80GHz"
MaxSpeed:     1800
CurrentSpeed: [B]1800[/B]
  BIOS Version                  R0270DD
  BIOS Release Date             04/22/2014
  Manufacturer                  Sony Corporation
  Product Name                  SVF14N16CXB
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Fri Jul 18 15:27:52.396 2014 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\SysnativeBSODApps\071914-41515-01.dmp]
Windows 8 Kernel Version 9600 MP (4 procs) Free x64
Built by: [B]9600[/B].17085.amd64fre.winblue_gdr.140330-1035
System Uptime:[B]0 days 16:03:27.298[/B]
*** ERROR: Module load completed but symbols could not be loaded for rassstp.sys
Probably caused by :[B]ntkrnlmp[/B]
BugCheck [B]9F, {3, ffffe0001207d660, ffffd001f1f4dc80, ffffe0000f45b650}[/B]
BugCheck Info: [url=http://www.carrona.org/bsodindx.html#0x0000009F]DRIVER_POWER_STATE_FAILURE (9f)[/url]
Arguments: 
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: ffffe0001207d660, Physical Device Object of the stack
Arg3: ffffd001f1f4dc80, nt!TRIAGE_9F_POWER on Win7 and higher, otherwise the Functional Device Object of the stack
Arg4: ffffe0000f45b650, The blocked IRP
BUGCHECK_STR:  0x9F
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  cmdagent.exe
FAILURE_BUCKET_ID: [B]0x9F_3_POWER_DOWN_IMAGE_ntkrnlmp[/B]
CPUID:        "Intel(R) Core(TM) i7-4500U CPU @ 1.80GHz"
MaxSpeed:     1800
CurrentSpeed: [B]1800[/B]
  BIOS Version                  R0270DD
  BIOS Release Date             04/22/2014
  Manufacturer                  Sony Corporation
  Product Name                  SVF14N16CXB
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
[/font]
3rd Party Drivers:
The following is for information purposes only.
Any drivers in red should be updated or removed from your system. And should have been discussed in the body of my post.
Code:
[font=lucida console]**************************Sun Jul 20 13:37:43.372 2014 (UTC - 4:00)**************************
[COLOR=RED][B]ProtectorA.sys              Fri Oct 15 04:14:55 2010 (4CB80D7F)[/B][/COLOR]
[COLOR=RED][B]tap0901.sys                 Thu Nov 24 13:50:27 2011 (4ECE91F3)[/B][/COLOR]
semav6thermal64ro.sys       Wed Dec 28 15:17:03 2011 (4EFB793F)
SFEP.sys                    Mon Jun 18 04:11:46 2012 (4FDEE2C2)
sscbfs3.sys                 Wed Jan 30 16:11:31 2013 (51098C83)
btmhsf.sys                  Tue Apr 23 07:29:18 2013 (5176708E)
Rt630x64.sys                Fri May 10 05:59:08 2013 (518CC4EC)
usb3Hub.sys                 Thu May 16 03:23:06 2013 (5194895A)
ibtusb.sys                  Wed May 29 13:41:28 2013 (51A63DC8)
PECKP_x64.SYS               Fri Jul 12 01:37:42 2013 (51DF9626)
hiofs.sys                   Tue Jul 16 20:42:23 2013 (51E5E86F)
hiosd.sys                   Tue Jul 16 20:42:28 2013 (51E5E874)
iwdbus.sys                  Wed Jul 24 21:06:12 2013 (51F07A04)
SynTP.sys                   Fri Jul 26 14:46:37 2013 (51F2C40D)
Smb_driver_Intel.sys        Fri Jul 26 14:49:06 2013 (51F2C4A2)
AMPPAL.sys                  Mon Jul 29 06:59:17 2013 (51F64B05)
RTKVHD64.sys                Tue Aug 13 08:15:42 2013 (520A236E)
intelppm.sys                Thu Aug 22 04:46:35 2013 (5215CFEB)
dump_storahci.sys           Thu Aug 22 07:40:39 2013 (5215F8B7)
TeeDriverx64.sys            Thu Sep  5 14:02:18 2013 (5228C72A)
igdkmd64.sys                Mon Sep  9 13:27:52 2013 (522E0518)
IntelPcc.sys                Fri Oct  4 22:55:54 2013 (524F7FBA)
RtsPer.sys                  Fri Oct 18 02:09:07 2013 (5260D083)
tapstrong.sys               Wed Oct 30 23:43:29 2013 (5271D1E1)
NETwbw02.sys                Thu Oct 31 12:37:18 2013 (5272873E)
inspect.sys                 Wed Apr 16 16:31:47 2014 (534EE8B3)
cmdhlp.sys                  Wed Apr 16 16:31:47 2014 (534EE8B3)
cmderd.sys                  Wed Apr 16 16:31:57 2014 (534EE8BD)
cmdguard.sys                Wed Apr 16 16:32:12 2014 (534EE8CC)
[/font]
ProtectorA.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
http://www.carrona.org/drivers/driver.php?id=tap0901.sys
semav6thermal64ro.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
http://www.carrona.org/drivers/driver.php?id=SFEP.sys
sscbfs3.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
http://www.carrona.org/drivers/driver.php?id=btmhsf.sys
http://www.carrona.org/drivers/driver.php?id=Rt630x64.sys
http://www.carrona.org/drivers/driver.php?id=usb3Hub.sys
http://www.carrona.org/drivers/driver.php?id=ibtusb.sys
PECKP_x64.SYS - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
hiofs.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
hiosd.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
http://www.carrona.org/drivers/driver.php?id=iwdbus.sys
http://www.carrona.org/drivers/driver.php?id=SynTP.sys
http://www.carrona.org/drivers/driver.php?id=Smb_driver_Intel.sys
http://www.carrona.org/drivers/driver.php?id=AMPPAL.sys
http://www.carrona.org/drivers/driver.php?id=RTKVHD64.sys
http://www.carrona.org/drivers/driver.php?id=intelppm.sys
http://www.carrona.org/drivers/driver.php?id=dump_storahci.sys
http://www.carrona.org/drivers/driver.php?id=TeeDriverx64.sys
http://www.carrona.org/drivers/driver.php?id=igdkmd64.sys
http://www.carrona.org/drivers/driver.php?id=IntelPcc.sys
http://www.carrona.org/drivers/driver.php?id=RtsPer.sys
tapstrong.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
http://www.carrona.org/drivers/driver.php?id=NETwbw02.sys
http://www.carrona.org/drivers/driver.php?id=inspect.sys
http://www.carrona.org/drivers/driver.php?id=cmdhlp.sys
http://www.carrona.org/drivers/driver.php?id=cmderd.sys
http://www.carrona.org/drivers/driver.php?id=cmdguard.sys
 

My Computer

System One

  • OS
    Win8.1Pro - Finally!!!
    Computer type
    Laptop
    System Manufacturer/Model
    Samsung/NP780
    CPU
    Came with the laptop (i7 of some sort)
    Motherboard
    Pretty sure that it has one, but haven't checked inside the case!
    Memory
    upgraded to 12 gB from 8 gB
    Graphics Card(s)
    has switchable - Intel/ATI - Used wrong drivers, now ATI card is inop :( Will have to fix it soon!
    Sound Card
    I'm nearly deaf, so this isn't used often
    Monitor(s) Displays
    Touchscreen on laptop/32" Toshiba on HDMI (laid the Sharp TV on a mouse and cracked the screen!)
    Screen Resolution
    800x600
    Hard Drives
    One Samsung 1tB drive - 5400 rpm. Gonna switch to a 7200/10000 rpm or an SSD (if I can find $500 for a 1tB SSD!)
    - Switched to 500 gB Samsung 840 series SSD - WOW!!!
    PSU
    Why do we ask this for laptops?
    Case
    Silver with a neat Samsung logo
    Cooling
    sub-par, gotta get around to working on it soon Worked on it - still sub-par! :(
    Keyboard
    Microsoft Natural - the same one I've used since it orignally came out around 1995
    Mouse
    no Mouse - Trackball!!!!
    Internet Speed
    too slow when I'm waiting for a download to finish
    Browser
    Yes, I use this (Firefox mostly, w/IE next most)
    Antivirus
    Windows Defender and Windows Firewall
    Other Info
    I'm handsome and a snappy dresser :0)
Posts
10
#3
Hi John,

Thanks for the very detailed feedback. Before uninstalling some of the drivers and taking the other recommended steps, I just wanted to share some more info that may influence next steps. Pls advice if you still think taking the above steps would be the best option.

1. Another issue that I have seen in the last few days is, when I put the laptop in "Sleep" mode and come back to it later, it often "restarts" instead of waking up (but not always).

2. I just started the laptop and the same issue happened twice (once with the power cable connected and once without). The third time it just worked itself without any change.

3. In the past I was using only StrongVPN and Express VPN Simultaneously, without any issues. I downloaded and installed "PIA" VPN on 21st July which probably installed the TAP driver as it most likely uses Open VPN. Yesterday I uninstalled it and am now using it as PPTP. However, the last couple of days, after the crash happens, when I successfully restart my laptop, "express VPN" does not work. I keep getting an error. I Uninstalled and reinstalled it and it worked, but after the crash today I have the same issue again. I am in China now, so life without VPN is like living without Internet. Log for the last time Express VPN Crashed - https://www.sugarsync.com/pf/D7838293_92535253_694536

4. Till now, I havent had a problem with opening the "event logs", but just now when I went into event log and clicked on "admin events" I got this error "[h=3]MMC has detected an error in a snap-in and will unload it", which led me to restart it. It worked fine the second time around. Considering that these normal applications are misbehaving, I am worried more and more if this is a hardware issue, and especially a HDD Issue. I also wonder if its a fan issue, why is the fan quiet now when the issue is happening. I doubt if its an overheating issue, because the 2 crashes that just happened, happened after the laptop was off for over 3 hours and was just restarted and they happened as soon as it was switched on and reached the windows.[/h]5. I have been using Comodo for a long time, would you still like me to uninstall it? Could this be Comodo misbehaving with the new VPN?

6. Event Viewer Log: when I click on "save" I get an error saying "the system cannot find the file specified". I am following your instructions as it is.

7. Another shocker: For temperatures I am using "core temp". I have been logging the temperatures and when I tried to "zip all the logs" I get an error "access is denied: 7zip cannot open the file coretemp.zip". This is the file I am trying to create. Similar error to the event viewer log. I have then tried attaching the logs here but it doesnt allow me to attach csv. I right clicked on the file to share via my sugarsync account but the options are "greyed out" (they worked for the express vpn crash dump which I saved on desktop"). Finally managed to upload then to below link - Download multiple files from Sendspace.com - send big files the easy way

What worries me is that a lot of "windows" features are misbehaving.

I am tempted to a do a "system restore" to a time say 1 month ago. If the problem persists this will at least tell me for sure that its a hardware issue and this would save a lot of troubleshooting. What are your thoughts on this?

Thanks for all your help.
 

My Computer

System One

  • OS
    Windows 8.1
Posts
10
#4
Hi Just to answer some of your other questions:

"The last 2 BSOD events are also represented by the 2 memory dumps that you attached. The debugger points to Power Down issues - so it's expected that these happened while shutting down, is that so?"
I believe you are referring to the older BSOD's for which dump files were genarted. I am not too bothered as these were a few days ago, but since the issue I am currently having has started, I havent had a BSOD. I just get a random shut-down with no BSOD and I believe no dumps are being generated for these shutdowns.

* The torrents are rarely used and recently I have disabled utorrent starting on start-up.

* I am trying to update the drivers. the BOC one is no longer unnecessary but I am not sure whats the best way to safely uninstall it as it doesnt show up in the "uninstall programs" list. Also for updating drivers I am using "secunia". Do you have a better recommendation?

Thanks
 

My Computer

System One

  • OS
    Windows 8.1
Posts
10
#5
Update: I did a restore to 5th July and uninstalled "Strong VPN", as I noticed they have had several problems in the last few days and released an updated version quite a few times in a short span of time, so it could be 1 potential reason.
 

My Computer

System One

  • OS
    Windows 8.1

usasma

Mr. Cranky Pants
VIP Member
Guru
Posts
5,139
#7
Power down issues can be seen as power up issues if the system crashes late in the power down process. One symptom of this is that the sleep wasn't successful - so the system must start up from scratch.

As you have repeated problems with the VPN software, I would suspect that software.
I sympathize with your need for some sort of VPN software - but would suggest that you switch to another VPN software until you find one that works without problems.

The MMC Snap-In error isn't unusual, and as long as it's working fine now I wouldn't worry about it.

Comodo has a past history of problems with some systems. I'd uninstall it to see. If it's not the cause, then you can easily reinstall it later on (I'd suggest waiting until we've finished troubleshooting).

High temperatures get up to 83ºC - plenty hot to cause problems.

With Windows features misbehaving a Refresh may not be enough. You may want to consider backing up your stuff and doing a full factory reset.

While waiting to decide, try this repair method:
Then please run the following DISM commands to see if there's any problems with the system (from an elevated (Run as administrator) Command Prompt). Press Enter after each one:
Code:
Dism /Online /Cleanup-Image /ScanHealth
Code:
Dism /Online /Cleanup-Image /CheckHealth
Code:
Dism /Online /Cleanup-Image /RestoreHealth
FYI - I have repaired systems using the last command even though problems weren't found with the first 2 - so I suggest running them all.

From this article: Repair a Windows Image

You can also run sfc.exe /scannow from an elevated (Run as administrator) Command Prompt to check for further corruption.
After this, then see if you can save event logs.

Shutdowns without BSOD's are usually caused by hardware issues. In the Event Viewer you'll likely find Event ID 41 errors (sort for "Critical" errors). This error is Windows' way of telling you that it doesn't know why it shut down. This can be due to overheating, BSOD's, or even just holding the power button down in order to shut the system off.

When looking at the logs, I look for events that repeat along with the Event ID 41 errors - this gives me an idea as to what is causing it.

I don't want to just start removing drivers. I prefer to wait and see if the steps that you have taken already have changed things - and then will see if we need to manually remove the other drivers.
 

My Computer

System One

  • OS
    Win8.1Pro - Finally!!!
    Computer type
    Laptop
    System Manufacturer/Model
    Samsung/NP780
    CPU
    Came with the laptop (i7 of some sort)
    Motherboard
    Pretty sure that it has one, but haven't checked inside the case!
    Memory
    upgraded to 12 gB from 8 gB
    Graphics Card(s)
    has switchable - Intel/ATI - Used wrong drivers, now ATI card is inop :( Will have to fix it soon!
    Sound Card
    I'm nearly deaf, so this isn't used often
    Monitor(s) Displays
    Touchscreen on laptop/32" Toshiba on HDMI (laid the Sharp TV on a mouse and cracked the screen!)
    Screen Resolution
    800x600
    Hard Drives
    One Samsung 1tB drive - 5400 rpm. Gonna switch to a 7200/10000 rpm or an SSD (if I can find $500 for a 1tB SSD!)
    - Switched to 500 gB Samsung 840 series SSD - WOW!!!
    PSU
    Why do we ask this for laptops?
    Case
    Silver with a neat Samsung logo
    Cooling
    sub-par, gotta get around to working on it soon Worked on it - still sub-par! :(
    Keyboard
    Microsoft Natural - the same one I've used since it orignally came out around 1995
    Mouse
    no Mouse - Trackball!!!!
    Internet Speed
    too slow when I'm waiting for a download to finish
    Browser
    Yes, I use this (Firefox mostly, w/IE next most)
    Antivirus
    Windows Defender and Windows Firewall
    Other Info
    I'm handsome and a snappy dresser :0)
Posts
10
#8
Hi John,

Ran the Dism /Online /Cleanup-Image /ScanHealth - It started fine after about 20 Mins showed the 20% message and has been stuck there since then for nearly 2 hours. Do I persist or restart?

Updates:
* Event log issue is still there after restoring. Cant save the log file. (The DSIM isnt complete, so I will try it after that if it ever comples, but "restore" didnt make it any better)
* The mouse freeze quite regularly and then recovers after 2-3 minutes.
* I haven't yet had a "crash" yet since getting rid of strong VPN. Still persisting with Comodo yet while I wait for the next crash.
* If the "DISM" doesnt do the trick, I will be going for a factory reset.
 

My Computer

System One

  • OS
    Windows 8.1

usasma

Mr. Cranky Pants
VIP Member
Guru
Posts
5,139
#9
Leave it be - sometimes it (DISM) seems to take hours.

I'm leaving for work now - won't be able to respond for a while.
 

My Computer

System One

  • OS
    Win8.1Pro - Finally!!!
    Computer type
    Laptop
    System Manufacturer/Model
    Samsung/NP780
    CPU
    Came with the laptop (i7 of some sort)
    Motherboard
    Pretty sure that it has one, but haven't checked inside the case!
    Memory
    upgraded to 12 gB from 8 gB
    Graphics Card(s)
    has switchable - Intel/ATI - Used wrong drivers, now ATI card is inop :( Will have to fix it soon!
    Sound Card
    I'm nearly deaf, so this isn't used often
    Monitor(s) Displays
    Touchscreen on laptop/32" Toshiba on HDMI (laid the Sharp TV on a mouse and cracked the screen!)
    Screen Resolution
    800x600
    Hard Drives
    One Samsung 1tB drive - 5400 rpm. Gonna switch to a 7200/10000 rpm or an SSD (if I can find $500 for a 1tB SSD!)
    - Switched to 500 gB Samsung 840 series SSD - WOW!!!
    PSU
    Why do we ask this for laptops?
    Case
    Silver with a neat Samsung logo
    Cooling
    sub-par, gotta get around to working on it soon Worked on it - still sub-par! :(
    Keyboard
    Microsoft Natural - the same one I've used since it orignally came out around 1995
    Mouse
    no Mouse - Trackball!!!!
    Internet Speed
    too slow when I'm waiting for a download to finish
    Browser
    Yes, I use this (Firefox mostly, w/IE next most)
    Antivirus
    Windows Defender and Windows Firewall
    Other Info
    I'm handsome and a snappy dresser :0)
Posts
10
#10
Hi John,

Here's the latest.

* This morning, when I woke up, I simply couldnt turn the laptop back on from sleep. It crashed on me, 4 times after restarts. A couple of times before even reaching the "logon" screen. Hardware issue? I tried to do a factory reset using the hardware partition reserved for windows imaging but it kept crashing at 1%.

* Finally I went to the start-up options and "disabled automatic restart after failure". My aim was to get to the desktop, clear all my data, so I can send it for repair. I backed everything up last night. However, after some freezing issues on the desktop multiple times, I was able to clear all my data and even run the DISM to completion. That didnt fix the software issues.

* So I had another go at trying to do a factory reset and it worked this time. So now the software issues are going. I am trying to reinstall all my software (except a couple of doubtful ones like Comodo & Strong VPN) and see if the hardware issue comes back. The software issues are all gone for now.

* Event log is attached. Strangely it shows events on 30th July 2014.

It is still critical for me to establish whether or not its a hardware issue, as I need to deal with the issue before I leave the country for a business trip and decide if I need to buy a back-up laptop in case I have to give this in for repair.

In terms of the crashes, they happened with or without the "outlet power". When the computer was finally working, it was not on charging. Another factor I noticed is that, when the crashes do happen, they happen multiple times like 4 or 5 goes and I cant start but then when it settles, it can settle for a fairly long time.

Based on these factors, in your opinion what is the possibility of this being a hardware issue and if it is, what is the most likely offending hardware?

Thanks for all your help with this so far.
 

My Computer

System One

  • OS
    Windows 8.1

usasma

Mr. Cranky Pants
VIP Member
Guru
Posts
5,139
#11
I don't see the uploaded event log.

If the computer still crashes after doing the factory reinstall (without adding any additional programs), then it's most likely hardware. As to which hardware, my guess would have to be the motherboard - but I'm not sure about this.

The key for sending it in for service is that the problem must be reproducible. You must include precise directions on how to get it to crash - otherwise you risk them sending it back unrepaired (if they can't find the problem).

Good luck!
 

My Computer

System One

  • OS
    Win8.1Pro - Finally!!!
    Computer type
    Laptop
    System Manufacturer/Model
    Samsung/NP780
    CPU
    Came with the laptop (i7 of some sort)
    Motherboard
    Pretty sure that it has one, but haven't checked inside the case!
    Memory
    upgraded to 12 gB from 8 gB
    Graphics Card(s)
    has switchable - Intel/ATI - Used wrong drivers, now ATI card is inop :( Will have to fix it soon!
    Sound Card
    I'm nearly deaf, so this isn't used often
    Monitor(s) Displays
    Touchscreen on laptop/32" Toshiba on HDMI (laid the Sharp TV on a mouse and cracked the screen!)
    Screen Resolution
    800x600
    Hard Drives
    One Samsung 1tB drive - 5400 rpm. Gonna switch to a 7200/10000 rpm or an SSD (if I can find $500 for a 1tB SSD!)
    - Switched to 500 gB Samsung 840 series SSD - WOW!!!
    PSU
    Why do we ask this for laptops?
    Case
    Silver with a neat Samsung logo
    Cooling
    sub-par, gotta get around to working on it soon Worked on it - still sub-par! :(
    Keyboard
    Microsoft Natural - the same one I've used since it orignally came out around 1995
    Mouse
    no Mouse - Trackball!!!!
    Internet Speed
    too slow when I'm waiting for a download to finish
    Browser
    Yes, I use this (Firefox mostly, w/IE next most)
    Antivirus
    Windows Defender and Windows Firewall
    Other Info
    I'm handsome and a snappy dresser :0)
Posts
10
#12
Hi,

I have re-attached the latest Event Log. So far no crashes so far, on day 2 now, however I have installed a lot of the major software which are critical for me to do my work, except the likely problematic ones like Comodo & Strong VPN.

Thats my main concern, as it is extremely difficult to re-produce this issue. My warranty is also only in the US, while I am in China which makes things worst.
 

My Computer

System One

  • OS
    Windows 8.1

usasma

Mr. Cranky Pants
VIP Member
Guru
Posts
5,139
#13
Lot's of network errors - looks like you weren't able to connect to the internet for a while. Did you notice this? it was around 6:00 and 21:00 yesterday

Update your USB ST Microelectronics driver - as it has had problems loading around the time of the last 2 shutdowns.

There are enough signs here that I have to wonder about this installation. Should this be a pirated copy of Windows, please be aware that we may not be able to fix it (as the hacks that were done to activate it will cause the OS to behave differently than we expect it to). If that's the case, our efforts to help may just waste your time. Secondly, the forum rules prohibit assisting with pirated software - so the topic would be closed if that is the case.

Please provide the MGADiag report according to these instructions (from this post: Product Key Number - Uninstall and Deactivate in Windows - Page 3 - Windows 7 Help Forums ):
To properly analyse and solve problems with Activation and Validation, we need to see a full copy of the report produced by the MGADiag tool (download and save to desktop - http://go.microsoft.com/fwlink/?linkid=52012 )
Once saved, run the tool.
Click on the Continue button, which will produce the report.
To copy the report to your response, click on the Copy button in the tool (ignore any error messages at this point), and then paste (using either r-click/Paste, or Ctrl+V ) into your response.
 

My Computer

System One

  • OS
    Win8.1Pro - Finally!!!
    Computer type
    Laptop
    System Manufacturer/Model
    Samsung/NP780
    CPU
    Came with the laptop (i7 of some sort)
    Motherboard
    Pretty sure that it has one, but haven't checked inside the case!
    Memory
    upgraded to 12 gB from 8 gB
    Graphics Card(s)
    has switchable - Intel/ATI - Used wrong drivers, now ATI card is inop :( Will have to fix it soon!
    Sound Card
    I'm nearly deaf, so this isn't used often
    Monitor(s) Displays
    Touchscreen on laptop/32" Toshiba on HDMI (laid the Sharp TV on a mouse and cracked the screen!)
    Screen Resolution
    800x600
    Hard Drives
    One Samsung 1tB drive - 5400 rpm. Gonna switch to a 7200/10000 rpm or an SSD (if I can find $500 for a 1tB SSD!)
    - Switched to 500 gB Samsung 840 series SSD - WOW!!!
    PSU
    Why do we ask this for laptops?
    Case
    Silver with a neat Samsung logo
    Cooling
    sub-par, gotta get around to working on it soon Worked on it - still sub-par! :(
    Keyboard
    Microsoft Natural - the same one I've used since it orignally came out around 1995
    Mouse
    no Mouse - Trackball!!!!
    Internet Speed
    too slow when I'm waiting for a download to finish
    Browser
    Yes, I use this (Firefox mostly, w/IE next most)
    Antivirus
    Windows Defender and Windows Firewall
    Other Info
    I'm handsome and a snappy dresser :0)
Posts
10
#14
Hi,

I didnt really have any internet issues. It might be showing up like this due to the use of VPN and the Great Firewall doing all it can to block it (for e.g. sometimes when we disconnect VPN here, the DNS temporarily goes down or does weird things).

USB ST Microelectronics driver - as it has had problems loading around the time of the last 2 shutdowns. - Not sure what this relates to? Do You have any idea where it should up in the device manager? As I dont see any updates via windows update or via the Vaio update software.

This is a genuine version of windows and hence not hacked, which is the reason why I was able to re-install using the backup in partition for restoring to factory settings. MGADiag result is attached. I wasnt able to copy the result, as when I click on copy I get an error "failed to create output file.....".

To update: Most of the issues are now back, since I went from Windows 8 to Windows 8.1 through the free update offered by Microsoft. Cant save event logs, software crashing, etc. same issues as before. Although, I was using windows 8.1 for more than 4 months before these issues starting coming up, so its hard to figure out if its the 8.1 causing these.

Would you say that at this time the only option would be to go back down to windows 8?



 

My Computer

System One

  • OS
    Windows 8.1

usasma

Mr. Cranky Pants
VIP Member
Guru
Posts
5,139
#15
The sensor is most likely an Accelerometer Sensor (motion or impact sensor)
But it can be related to a fingerprint sensor.

I don't think that you'll get any improvement by reverting to Win8, but I am out of ideas.
I'd suggest returning it to the US for warranty repair.
 

My Computer

System One

  • OS
    Win8.1Pro - Finally!!!
    Computer type
    Laptop
    System Manufacturer/Model
    Samsung/NP780
    CPU
    Came with the laptop (i7 of some sort)
    Motherboard
    Pretty sure that it has one, but haven't checked inside the case!
    Memory
    upgraded to 12 gB from 8 gB
    Graphics Card(s)
    has switchable - Intel/ATI - Used wrong drivers, now ATI card is inop :( Will have to fix it soon!
    Sound Card
    I'm nearly deaf, so this isn't used often
    Monitor(s) Displays
    Touchscreen on laptop/32" Toshiba on HDMI (laid the Sharp TV on a mouse and cracked the screen!)
    Screen Resolution
    800x600
    Hard Drives
    One Samsung 1tB drive - 5400 rpm. Gonna switch to a 7200/10000 rpm or an SSD (if I can find $500 for a 1tB SSD!)
    - Switched to 500 gB Samsung 840 series SSD - WOW!!!
    PSU
    Why do we ask this for laptops?
    Case
    Silver with a neat Samsung logo
    Cooling
    sub-par, gotta get around to working on it soon Worked on it - still sub-par! :(
    Keyboard
    Microsoft Natural - the same one I've used since it orignally came out around 1995
    Mouse
    no Mouse - Trackball!!!!
    Internet Speed
    too slow when I'm waiting for a download to finish
    Browser
    Yes, I use this (Firefox mostly, w/IE next most)
    Antivirus
    Windows Defender and Windows Firewall
    Other Info
    I'm handsome and a snappy dresser :0)
Posts
10
#16
Thanks John,

Yeah I am of the same opinion, however, getting it back to the US for me can take months as I have no plans to visit anytime soon and my concern is being able to replicate the issue. I have a business trip starting in a few days so changing the laptop is going to be very hard at such a short notice.

But I guess, I will just take a risk and see how it pans out over the next few days. Thanks for all your help with this.
 

My Computer

System One

  • OS
    Windows 8.1

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