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The computer has rebooted from a bugcheck. RRS feed

  • Question

  • please help. here is the link of minidump

    https://meinhardtchina-my.sharepoint.com/:u:/g/personal/chrislee_meinhardt_com_hk/EQUk_L9ywpdBum9YPpko5VIBkqYKG2FoqOBsama6rQIXcw?e=qDEczC

    Thanks a lot!

    Wednesday, June 26, 2019 5:17 AM

All replies

  • Hi ChrisLeeHK.

    The memory dump file has recorded a 0x3B (SYSTEM_SERVICE_EXCEPTION) bug check, which indicates that an exception happened while executing a system service routine; the value "00000000c0000005" for the first parameter of the error indicates a memory access violation.
    According to the dump file, the faulting module was 
    RTDVHD64.SYS, part of the audio driver that you could update after downloading it from the Dell web site; the stack trace also detected the klflt.sys module (part of Kaspersky Internet Security), so you should try disabling this program as well and check if the problem occurs again.

    Bye.


    Luigi Bruno
    MCP, MOS, MTA, MCTS, MCSA, MCSE

    Wednesday, June 26, 2019 9:22 AM
  • To evaluate the BSOD please post logs for troubleshooting.

    Using administrative command prompt copy and paste this whole command.

    Make sure the default language is English so that the logs can be scanned and read.

    Choose the applicable link for the operating system:
    https://www.tenforums.com/tutorials/3813-language-add-remove-change-windows-10-a.html
    https://www.eightforums.com/threads/language-add-or-remove-in-windows-8.5849/
    https://www.sevenforums.com/tutorials/87317-display-language-change.html

    The command will automatically collect the computer files and place them on the desktop.

    Then use 7zip to organize the files and one drive, drop box, or google drive to place share links into the thread for troubleshooting.

    https://support.office.com/en-us/article/Share-OneDrive-files-and-folders-9fcc2f7d-de0c-4cec-93b0-a82024800c07

    This command will automatically collect these files:  msinfo32, mini dumps, drivers, hosts, install, uninstall, services, startup, event viewer files, etc.

    Open administrative command prompt and copy and paste the whole command:

    copy %SystemRoot%\minidump\*.dmp "%USERPROFILE%\Desktop\"&dxdiag /t %Temp%\dxdiag.txt&copy %Temp%\dxdiag.txt "%USERPROFILE%\Desktop\SFdebugFiles\"&type %SystemRoot%\System32\drivers\etc\hosts >> "%USERPROFILE%\Desktop\hosts.txt"&systeminfo > "%USERPROFILE%\Desktop\systeminfo.txt"&driverquery /v > "%USERPROFILE%\Desktop\drivers.txt" &msinfo32 /nfo "%USERPROFILE%\Desktop\msinfo32.nfo"&wevtutil qe System /f:text > "%USERPROFILE%\Desktop\eventlog.txt"&reg export HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall "%USERPROFILE%\Desktop\uninstall.txt"&reg export "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Active Setup\Installed Components" "%USERPROFILE%\Desktop\installed.txt"&net start > "%USERPROFILE%\Desktop\services.txt"&REM wmic startup list full /format:htable >"%USERPROFILE%\Desktop\startup.html"&wmic STARTUP GET Caption, Command, User >"%USERPROFILE%\Desktop\startup.txt"

    There are two files for you to find manually:

    a) C:\Windows\MEMORY.DMP

    Use file explorer > this PC > local C: drive > right upper corner search enter the above to find results.

    b) dxdiag:  

    In the left lower corner search type:  dxdiag > When the DirectX Diagnostic Tool opens click on the next page button so that each tab is opened > click on save all information > save to desktop > post one drive or drop box share link into the thread
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    Please remember to vote and to mark the replies as answers if they help.
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    Wednesday, June 26, 2019 10:47 PM
  • Hi, 
    Was your issue solved?
    If yes, would you like to share your solution in order that other community members could find the helpful reply quickly.
    If no, please reply and tell us the current situation in order to provide further help. 
    Best Regards,

    Please remember to mark the replies as answers if they help.
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    Friday, June 28, 2019 2:19 AM
    Moderator