Windows 10 - randomly appearing BSoDs

[Paolo18]

Goodmorning to everybody,

I have an HP almost brand new laptop with Windows 10 on it.

Since February the 2nd (day in which I finished to install the software I need) I started to experience BSoDs from time to time without an apparent scheme or being able to understand the origin.

The most common error code is MEMORY MANAGEMENT, but I also received CRITICAL STRUCTURE CORRUPTION, KERNEL SECURITY CHECK FAILURE, SYSTEM SERVICE EXCEPTION and IRQL NOT LESS OR EQUAL.

I browsed the web and many communities and I saw many possible solutions but all "personalized", as if every one of this error can be originated by different causes and admits different solutions. I already asked to the Windows community and I have been told that it is an hardware problem and to contact the HP community.

Could you help me, please?

Please, consider the following:

- I am not an expert and I am not familiar with technical terms, argument or procedures.

- I like to learn and understand, so, please, try to explain me also the reason behind certain solutions or attempts and the possible negative consequences of them. In this way I may also decide if to risk that particular procedure or not.

- I don't like the idea of sharing personal content from my laptop without knowing what I am sharing and possible consequences of this sharing. On the other hand, I am willing in performing any checks or procedures, if instructed.

Many thanks in advance and best regards,

P.

[IT_WinSec]

Hello @Paolo18 

Thank you for posting in HP support Community!

I am sorry about the issue you experience. I will be glad to help you solve your computer related issues or to identify the root cause.

Your problem is known as Blue Screen of Death (BSOD). BSOD is kind of Windows self-protection feature. If you received a blue screen error, or stop code, the computer has shut down abruptly to protect itself from data loss.

Possible root cause :  A hardware device, its driver, or related software might have caused this error.What you describe could happen because of incompatible with Windows driver (most often) or because of hardware issue (rarely).

But we can check it .  In order to troubleshoot, I would need some specific information.

TO START WITH

With HP is easy to test your main hardware components.

Watch this video >> https://www.youtube.com/watch?v=6JXUp43ahHA

and perform hardware diagnostics from BIOS/UEFI  using Esc / F2 button

Follow the on-screen instructions to perform System Test >> Quick test or Fast test.

If these are not available, perform Run-in test or quick HDD and Memory checks.

• Let me know the results.

[Paolo18]

Hello IT_WinSec,

My sincere gratitude for your willingness.

I performed the test as you suggested and this is the outpiut:

Battery Check : Primary - OK (0)

Processor Check : PASSED

Wireless Module Check : PASSED

System Board Check : PASSED

Hard Drive SMART Check : PASSED

Hard Drive Short DST Check : PASSED

Memory Fast Check : PASSED (Tested 3.81 GB)

---------------------------------------------------------------------------------

System Fast Test : PASSED

Hoping to hear from you soon.

Best,

Paolo

[IT_WinSec]

Thank you, @Paolo18 

Based on the tests performed by you and the results posted, I can conclude this issue is *not* caused by a hardware problem.

• Looks like a software issue [driver, faulty software update,etc].
  We ruled out the hardware side, so we need to rule out potential software causes.

Here are some next steps:

Collect dump files

• Windows creates memory dumps and saves them into files. After being analyzed, these may help to see what causes the issue.

After reboot/restart , open the Computer (This PC / Windows Explorer) and go to
Local disk C  ->  Windows

Open Minidump folder

There should be some dump files inside the folder.

Mark them all, right click them all (when marked) -> choose Send to -> Compressed (zipped) folder

Windows will now create a zip archive

I will need this zip archive containing the dump files. They may help me providing technical information about why the issue happens.

Once you have the files, upload them somewhere (e.g. WeTransfer, Firefox Send, OneDrive, Google Drive, Dropbox, etc...) and provide me with link to download

Scan your PC for threats, viruses, malware...

.... Download and Run the free ESET Online Scanner >> http://download.eset.com/special/eos/esetonlinescanner_enu.exe

Scan your PC for viruses, threats and unwanted/unsafe applications - remove if anything found.

.... Download and Run AdwCleaner >>https://www.malwarebytes.com/adwcleaner/

Let me know the scan results in detail. If unsure, take pictures and post them back here.

Looking forward to your update - pending memory dumps and malware scan results

[Paolo18]

Thanks IT_WinSec.

Here is a link to the dump files:

https://drive.google.com/open?id=1k7ckmc_9ogz0nhpBw6fkWUU5g8ewy2gB

Concerning ESET and AdwCleaner: I have Kaspersky installed and running (by the way, if you think it could be its fault, please let me tell you that it was turned off and disabled when the last BSoD occurred, on the 18th of February).

Is there any compatibility issue between them and Kaspersky?

As far as you know, are they in conflict?

Many thanks again and hear you soon,

Paolo

[IT_WinSec]

I was able to only read 4 of the provided dump files - the others cannot be opened. They are not very helpful with regards to the information - in just one of them a driver called ci.sys is appointed as the guilty one.

You may delete all dump files currently stored in C:\Windows\Minidump  folder

• Then, please, configure your Windows to create kernel memory dump file as per these instructions here:

http://www.howtogeek.com/196672/windows-memory-dumps-what-exactly-are-they-for/

Ensure the kernel dump files are stores in the same location C:\Windows\Minidump

If new BSOD appears, a kernel memory dump (bigger in size with more information) should be generated and saved in the respective folder.   Please, provide them after that.

[IT_WinSec]

Download Autoruns (from Microsoft) from this URL => http://live.sysinternals.com/autoruns.exe

Information about the product => http://technet.microsoft.com/en-us/sysinternals/bb963902.aspx

- Save the file on your Desktop

- Run Microsoft Autoruns  with Administrator rights (right click -> Run as Administrator).

Agree with the standard license agreement from Microsoft.

- Once Autoruns is started, it will need some seconds (could be a minute) to gather the snapshot, wait for it.

Once it is ready, you will see the word Ready in the lower left side.

• Click on Options

Make sure that only the following are selected:

• Hide Empty Locations
• Hide Windows Entries

- Click on  Rescan button  or  click on File -> Refresh to rescan the system.

It will need some seconds (could be a minute) to gather the snapshot, wait for it.

Once it is ready, you will see the word Ready in the lower left side.

- Finally, click on File -> Save

Save the snapshot on the desktop in .TXT file

Upload the Autoruns TXT file in your GDrive and share a link, please

[IT_WinSec]

The scanners I provided to you (ESET Online Scanner and AdwCleaner) will not have issues with your Kaspersky as these are standalone vs Kaspersky which is fully installed.

Please, scan your PC with the suggested scanners. Provide the logs, as well.

[Paolo18]

Dear IT_WinSec,

I settled windows in order to create kernel dump files as you suggested.

I also performed the autorun check. Here is the link to the outcome

https://drive.google.com/open?id=1k7ckmc_9ogz0nhpBw6fkWUU5g8ewy2gB

Once back from work, I will also perform the other two scans and let you have the outputs.

Please, wait for my reply.

Many thanks.

Paolo

ps: please, can you also tell me how I may mention you actively in my posts, as you do with me? (the @--- link, I mean) Thx

[Paolo18]

Dear IT_WinSec,

I performed the scans you suggested and I uploaded the log files in this folder

https://drive.google.com/open?id=1k7ckmc_9ogz0nhpBw6fkWUU5g8ewy2gB

as well.

AdwCleaner found some "potentially unwanted programs and adware" and it is asking me what I would like to do with them (please, see the picture in the folder).

What should I tell it?

It also seems to me from the log file that some things it found are HP software.

Hoping to hear you soon,

Paolo