Crashing issue assistance

By Jake25
Jun 8, 2013
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  1. My computer has crashed twice and I receive a blue screen message asking me to send a report to microsoft. How can I figure out what is going on?
  2. Tmagic650

    Tmagic650 TS Ambassador Posts: 20,682   +153

  3. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    I just purchased a new Dell Inspiron 17R SE (Special Edition) Laptop.
  4. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    I have gone through diagnostics with Dell customer service and all my hardware is functioning properly...

    What other tests can I run?
  5. Tmagic650

    Tmagic650 TS Ambassador Posts: 20,682   +153

    Blue screens create minidumps, and we need to see those. If this laptop is still under warranty have it looked over by a Dell technician, or post any minidumps per the instructions in the link I provided
  6. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    I doubt I need to have it looked by a technician at the moment without any troubleshooting.

    When I attempt to post the minidumps and go to the minidump folder it says no items match my search... why can't I upload these? I have the same issue when I attempt to upload my event log...
  7. Tmagic650

    Tmagic650 TS Ambassador Posts: 20,682   +153

    You might have a virus or other malware infection
  8. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    Also the top three events in my event log are related to Kernel Power. On closer inspection my PSU which my laptop charger is connected to has possibly been short circuiting I will throw it out and purchase a new one.

    Please advise on how to proceed, Thanks.
  9. Tmagic650

    Tmagic650 TS Ambassador Posts: 20,682   +153

    Try another AC Adapter first. If it is not connecting properly or if it is loose, this could mean a new motherboard may be needed, or at least a trip to a repair shop
  10. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    I've just called Dell customer service and run another diagnostic test there are no hardware issues. I have two bunk PSU's which certainly could have caused issues. I am getting a completely new one today.

    For internet security I run Kaspersky Internet Security 2013. Just with not being able to upload the minidump or event log files is unusual...
  11. Tmagic650

    Tmagic650 TS Ambassador Posts: 20,682   +153

    Get into Control Panel, System, Advanced System Settings. Startup & Recovery, Settings. Uncheck "time to display a list of operating systems", and "automatically restart". Set small memory dump (256kb)... Make sure you have installed all the Windows Updates including all the optional ones
     
  12. Dell_BabitaG

    Dell_BabitaG Official Dell Support Posts: 74

    Hi Jake25,

    We are sorry to hear of the inconvenience caused to you. When Microsoft Windows encounters a condition that compromises safe system operation, the system halts and displays a Stop Code. This is also commonly referred to as a system crash, a kernel error, a Stop Error, or Blue Screen Of Death (BSOD). There are many different reasons why the system halts with a BSOD however, they are mainly contributed to either the Operating System (OS), a driver, faulty hardware or newly installed hardware.

    You will find the Dell article mentioned in the link below helpful for troubleshooting the blue screens on your Dell Inspiron 17R SE (Special Edition) Laptop.

    http://dell.to/13wFFnj

    You may have opted for Dell’s limited hardware warranty on your computer which covers defects in materials and workmanship in your Dell-branded hardware products, including Dell-branded peripheral products.
    Please feel free to contact Dell for any issues with your computer. There are various options mentioned in the link given below for contacting Dell for any assistance you may require.

    http://dell.to/12XFmCv

    Let us know if you currently need further support with your Dell computer, we would be happy to help.

    Thanks and regards,
    Babita G
    #iworkforDell

    For easy access to drivers, manuals and product updates, please visit our Support Site .
  13. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    What will this accomplish?
  14. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40



    I am in Australia so I don't know if your customer support will apply. I have purchased Dell's 2 year extended warranty in my country.

    The problem I have is I canno't upload the memory.dmp or event log files from my computer to this website when I attempt to upload a file both files don't appear here but I can see them on my computer.
  15. Tmagic650

    Tmagic650 TS Ambassador Posts: 20,682   +153

    This will speed up your boot time and maybe clear up the minidump issues
    Jake25 likes this.
  16. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    I really appreciate the assistance, thank you Tmagic650.
  17. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    I had another minidump but I still don't know exactly what is causing it...

    Is there something wrong with this website? when I click upload a file and go to my minidump folder it simply states "no items match your search" yet the file is clearly there when look it up under windows. I also have All Files types selected so it wouldn't exclude anything...
  18. mailpup

    mailpup TS Special Forces Posts: 8,385   +205

    Zip your minidump files together first, then upload.
     
  19. Dell_BabitaG

    Dell_BabitaG Official Dell Support Posts: 74

    Hi Jake25,

    If the steps mentioned above did not resolve the issue, click on the link below to run the Dell PC Diagnostics on your computer.


    http://dell.to/13X4Rq2

    You can run four types of diagnostics using this tool:
    • Full System Diagnostics.
    • Hardware Diagnostics.
    • Software Diagnostics.
    • Symptom-based diagnostics.
    Run the Software Diagnostics which has a blue-screen analyzer which will let us know which driver/application or hardware is causing this issue.
    Please revert with error messages, in case you get any.

    Thanks and regards,
    Babita G
    #iworkforDell
    For easy access to drivers, manuals and product updates, please visit ourSupport Site .
  20. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    I have completed the software diagnostics. But when I attempt to run the blue screen troubleshooter I get an unexpected error occurred message on your website...

    Attached Files:

  21. Dell_BabitaG

    Dell_BabitaG Official Dell Support Posts: 74

    Hi Jake25,

    Thank you for your reply. It may be frustrating that the issue continues to bother you. Since you are getting an error while running the Blue Screen analyzer, please check the Microsoft links below which may prove helpful in troubleshooting the issue.

    How to read the small memory dump file that is created by Windows if a crash occurs: http://bit.ly/14Hxgih

    Download and Install Debugging Tools for Windows:http://bit.ly/fKEPwy

    Use the Debugging Tools for Windows to debug drivers, applications, and services which may be causing the system crashes. Since you are not able to upload the complete error message, please try to record the Stop error code you see along with its description only. It will help us identify which particular hardware, driver or third-party application may be causing the issue. Try using your system in the safe mode to check if it crashes in the safe mode as well. Keep tapping F8 continously on startup, then select "Safe mode with networking". Let us know if the system crashes when in the safe mode.

    Awaiting your reply.

    Thanks and regards,
    Babita G
    #iworkforDell


    For easy access to drivers, manuals and product updates, please visit our Support Site .
  22. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    Which of the debugging tools should I use?
  23. Jake25

    Jake25 Newcomer, in training Topic Starter Posts: 40

    Can I get some help as to which debugging tool I should use??

    The crashes have occurred a few times now they haven't occurred for some days so has the issue resolved itself?

    Also with the minidump file if I try to run it through Windows Debugger it says I don't have permission to open this file. Yet when I check in properties I have full access privileges, this is very odd.
  24. Tmagic650

    Tmagic650 TS Ambassador Posts: 20,682   +153

    If you are not getting any more crashes, don't worry about debugging tools. A program like Bluescreenview is all you need to decode and post any new minidumps
  25. Dell_BabitaG

    Dell_BabitaG Official Dell Support Posts: 74

    Hi Jake25,

    I am sorry for the delay in responding to your query as I was on leave. With reference to your query regarding which Debugging tool to use, you can use the option for Install Debugging Tools for Windows as a Standalone Component.

    Following are a few other suggestions:

    Since you are continuously getting these system crashes, I would request you to keep the system in the System Setup/BIOS screen overnight. You need to continuously tap F2 at start-up to access the System Setup screen and leave the system on for the entire night. If in the morning you find that it crashes in the BIOS and reboots to the desktop, that would indicate an issue with the system hardware, if not then the Operating System or some other conflicting program or driver may be causing the crashes.

    Also, are you using Internet Explorer or any other browser? The Blue Screen Analyzer is compatible with Internet Explorer and has issues with other browsers. So you may try to run the Blue Screen Analyzer in Internet Explorer.

    Since the system is still crashing intermittently, please back up all relevant data. You may have to take the system back to factory settings by following any of the two methods mentioned below.


    How to launch the Windows 8 Refresh or Reset:

    Swipe the side bar to Launch the Charm Toolbar( Windows + C )
    Choose Settings
    Choose More PC Settings and go to General
    Scroll down and choose between:

    Refresh your PC without affecting your files - The Refresh option is primarily a repair method.
    It is a great method of returning your PC to a known good state while preserving your files and a great deal of your configuration.
    With the Refresh your PC option, user accounts, data files, and some settings are preserved on your PC without the need to create a backup, or make choices about what to keep or remove

    OR

    Remove everything and reinstall Windows

    The Remove everything and reinstall Windows option permanently removes your personal files and apps from the PC and returns Windows 8 to its original state. That original state is either a clean install of Windows 8, or the Dell factory-default configuration, depending on the media used for the operation

    Once again, I apologise for the delay in replying to your query. Please reply if you have any further queries.

    Thanks and regards,
    Babita G
    #iworkforDell



    For easy access to drivers, manuals and product updates, please visit our Support Site .


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