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Acer Aspire 7738G microsoft windows kernel power event id 41 task 63 critical error RRS feed

  • Question

  • Dear all

    Last weeks my notebook with Windows 7 crashed several times, the error log was the following:

    - System 

      - Provider 

       [ Name]  Microsoft-Windows-Kernel-Power 
       [ Guid]  {331C3B3A-2005-44C2-AC5E-77220C37D6B4} 
     
       EventID 41 
     
       Version 2 
     
       Level 1 
     
       Task 63 
     
       Opcode 0 
     
       Keywords 0x8000000000000002 
     
      - TimeCreated 

       [ SystemTime]  2013-08-23T10:03:23.935653500Z 
     
       EventRecordID 4969 
     
       Correlation 
     
      - Execution 

       [ ProcessID]  4 
       [ ThreadID]  8 
     
       Channel System 
     
       Computer 
     
      - Security 

       [ UserID]  S-1-5-18 
     

    - EventData 

      BugcheckCode 3221226010 
      BugcheckParameter1 0xfffff8a000d5cee0 
      BugcheckParameter2 0x0 
      BugcheckParameter3 0xffffffffc0000001 
      BugcheckParameter4 0x10508 
      SleepInProgress false 
      PowerButtonTimestamp 0 

    I've tried everything: updating drivers, restoring the notebook to a previous state,...

    I even did a fresh install of the system by using the recovery DVD's, but before I completed all the windows updates and I could re-install all my programs the notebook crashed again, with the same error log. 

    Does anybody have an idea how I can fix this problem? 

    Thanks in advance

    Tim

    Friday, August 23, 2013 11:40 AM

Answers

  • Hi Tim,

    According to the minidump file, no actuate clue can be found.

    To further troubleshoot this kind of kernel crash issue, we need to debug the crashed system dump and analyze the related source code if needed. Unfortunately, debugging is beyond what we can do in the forum. I'd like to recommend that you contact Microsoft Customer Support Service (CSS) for assistance so that this problem can be resolved efficiently. To obtain the phone numbers for specific technology request please take a look at the web site listed below:

    http://support.microsoft.com/default.aspx?scid=fh;EN-US;PHONENUMBERS

    If you are outside the US please see http://support.microsoft.com for regional support phone numbers.

    Hope it helps.

    Regards,

    Summer Deng

    • Marked as answer by Cloud_TS Monday, September 2, 2013 12:55 PM
    Wednesday, August 28, 2013 9:22 AM

All replies

  • Hi Tim,

    Please use Windows Live SkyDrive (http://www.skydrive.live.com/) to upload the minidump (C:\Windows\Minidump folder ) and share their URLs with us.

    This issue can occur by several factors, such as incompatible driver or hardware device.

    Based on the current situation, I would like to suggest you update the chipset driver and the BIOS to the latest version. You can download it from the manufacturer's website. You may also contact the motherboard manufacturer directly to consult the BIOS configuration.

    I also would like to suggest you contact your computer vender to diagnose the CPU and motherboard.

    If the issue persists, then try Safe Mode and Device Clean Boot.

    Advanced startup options (including safe mode): http://windows.microsoft.com/en-US/windows7/Advanced-startup-options-including-safe-mode

    Device Clean Boot
    ==============
    Please unplug all unnecessary devices to test your computer's performance. In this situation, your system will only have the basic hardware devices and it should be more stable.
     
    If it is inconvenient to unplug the devices, we can disable them in Device Manager. Please refer to the following steps:

    1. Click "Start", type "DEVMGMT.MSC" in the Search textbox and press Enter. Please click “Allow” if the User Account Control window is prompted.
    2. Expand "Sound, video and game controllers".
    3. Right click on your Sound Card, select "Properties"
    4. Click "Driver" tab, click Disable (Disable the selected device). Click OK.
    5. Please use the same method to disable other hardware such as: Modem, network card, CD-R drive. Please note some devices such as video adapter are not available to be disabled.
     
    You may refer to the following KB article to check the issue:

    Windows Kernel event ID 41 error "The system has rebooted without cleanly shutting down first" in Windows 8, Windows Server 2012, Windows 7, or Windows Server 2008 R2

    http://support.microsoft.com/kb/2028504

    If you need a further technical support. Please contact Acer support in the following link for assistance.
    http://us.acer.com/ac/en/US/content/support

    Please note: Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

    Regards,

    Summer Deng


    • Edited by summer deng Monday, August 26, 2013 8:09 AM
    Monday, August 26, 2013 8:08 AM
  • Dear Summer

    Thank you for the answer, the minidump file can be found here: https://skydrive.live.com/redir?resid=4416FA095600F328!140

    Someone gave me the advice of cleaning the fans of the notebook, I have done this, and for now the notebook seems to work. Though the annoying aspect of this problem is that the crashes only occur once in a while so I don't know if the problem is solved right now... 

    Still I will try to update the drivers. If there is another crash I will contact my vendor. Unless you can already see what the issue is, based on the minidump file?

    I already contacted Acer, they told me they can do nothing online, and that the notebook will need repair.

    Kind regards,

    Tim

    Monday, August 26, 2013 8:28 AM
  • Hi Tim,

    Thank you for updating.

    Would you please upload the mini dump file again or set the permission to public, since I cannot see it and got an error message "This item might have been
    deleted, expired, or you might not have permission to view it. Contact the owner of this item for more information.”

    If you need more assistance, please do not hesitate to tell me again.

    Regards,

    Summer Deng

    Tuesday, August 27, 2013 10:24 AM
  • Dear Summer

    I probably chose the wrong option, can you see this one? http://sdrv.ms/1dLebQg

    Kind regards,

    Tim

    Tuesday, August 27, 2013 11:26 AM
  • Hi Tim,

    According to the minidump file, no actuate clue can be found.

    To further troubleshoot this kind of kernel crash issue, we need to debug the crashed system dump and analyze the related source code if needed. Unfortunately, debugging is beyond what we can do in the forum. I'd like to recommend that you contact Microsoft Customer Support Service (CSS) for assistance so that this problem can be resolved efficiently. To obtain the phone numbers for specific technology request please take a look at the web site listed below:

    http://support.microsoft.com/default.aspx?scid=fh;EN-US;PHONENUMBERS

    If you are outside the US please see http://support.microsoft.com for regional support phone numbers.

    Hope it helps.

    Regards,

    Summer Deng

    • Marked as answer by Cloud_TS Monday, September 2, 2013 12:55 PM
    Wednesday, August 28, 2013 9:22 AM
  • Dear Summer

    Thank you for looking at the dump file.

    At the moment the notebook seems to be working fine, so I will wait, if the notebook crashes again I will contact my vendor or Microsoft.

    Thanks for the help

    Tim

    Wednesday, August 28, 2013 2:16 PM