your pc ran into a problem...

[Beca1208]

Sometimes while I'm doing something my laptop will slow down and then suddenly a blue screen appears which says: 'Your PC ran into a problem and needs to restart. We're just collecting some error info...

after this my laptop restarts and it is ok again so this isn't terrible. However, it is annoying and I would like to know why it keeps happening. Could it be because I have too many tabs or programs open? 

[IT_WinSec]

Hello @Beca1208

Thank you for posting in HP support forum! Welcome !

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

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.

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).

In order to troubleshoot, I would need some specific information.

By the way, is the picture you attached yours - taken from you ?  If yes, do you see the entire message ?  Can you post its text and specifically the error code at the bottom of the message ?

First - configuration

When you start your computer to Windows, go to Start ->  Control Panel -> System should be opened.

 Then follow the instructions here to Disable Automatic Reboot after Blue Screen Errors

Uncheck "Automatically restart" option and click OK.

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/

When BSOD screen appears your computer shall not reboot but the blue screen will remain on top.

Please, write here absolutely everything you will see on the screen. (of take a picture and upload it here or somewhere else). There can be some code which may help me help you. After that you will have to hard restart your computer.

Second - test your hardware for issues

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, immediately start hitting the Esc button (like tap-tap-tap) even before any logo appears.

This should open a HP Startup Menu

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test or Fast test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

 If there are no Quick/fast tests available, please test the HDD and the RAM (memory).

If the tests pass without issues, continue. If not, please, let me know

Third - check your PC for viruses/malware

You can use the free HitmanPro or ESET Online scanner

>> http://www.surfright.nl/en/hitmanpro

>> https://www.eset.com/us/online-scanner/

Last but not least - Update all your drivers using HP Support Assistant

Instructions

>> http://support.hp.com/us-en/document/c03467905

or use the Device Manager method here >> http://support.hp.com/us-en/document/c03330139

Here is the HP official article which includes details >> http://support.hp.com/us-en/document/c04593971

Looking forward to your reply. Let me know the results of the test. Provide your feedback. Post back if you face difficulties

[Beca1208]

I've refigured it so it doesn't automatically restart, but I don't know how to create a kernel file. I couldn't find anything about how to with the link you gave me. I did the system check from starting the laptop up and the picture shows the results, everything is ok with that.

I've done a quick scan through Norton Internet Security and it found nothing. I've done an update for Microsoft.NET Framework 4.7 for Windows 10 Version 1607 and Windows Server 2016 for x64 (KB3186568). Finally, I had four updates: HP PC Hardware Diagnostics UEFI, Realtek wireless LAN drivers, Realtek Bluetooth Driver and CyberLink power media player.

Not experienced any problems so far.

[IT_WinSec]

---

@Beca1208 wrote:

I've refigured it so it doesn't automatically restart, but I don't know how to create a kernel file. I couldn't find anything about how to with the link you gave me. I did the system check from starting the laptop up and the picture shows the results, everything is ok with that.

---

Hi,

The kernel memory dump will be created automatically by Windows :

- when you have configured it as per the instructions above

and

- if you PC crashes with a blue screen again

There is a way to create it manually but it would be pointless if no crash occurs.

So, we are now waiting 🙂

It's good that the hardware tests passed - this makes me believe the issue is software related - probably with some misbehaving driver on your PC. Drivers needs to be updated. You can skip "HP PC Hardware Diagnostics UEFI".

If you want to view or check for any records for the previous crashes, you can click on Start, type Event Viewer

Open Event Viewer. Review the Windows Logs > System

and Windows Logs > Application

Check around the time (before and after) when the PC crashed with blue screen previously. Let me know if you find anything interesting and related

[Beca1208]

The only thing I noticed going through the logs is that I have a lot of error messages for DistributedCOM on the system file and on my applications for Bonjour service which I believe is used with Itunes. 

[Beca1208]

this is the full message that appears and it came just a moment ago, had to restart manually laptop.

[IT_WinSec]

Hello,

It seems the issue is software related.

The picture does not show very clear but I think I see some name at the very bottom - like  .sys

Can you please post back the  .sys name

or whatever you see in the bottom of your message (white text)

Thank you

[Beca1208]

Is this better?

[IT_WinSec]

Hi,

Yes, much better. We can now see clearly where is the fault. The problem is from dxgmms2.sys

You can Google this "term" > dxgmms2.sys and you can see it is common one.

This driver is a Windows driver for Direct X.

This proves it is a software problem. Possible reasons:

- your video card driver is corrupted or faulty (e.g. recently updated) - Nvidia or AMD to blame

- your video card drivers is not compatible with some update of Windows 10 (e.g. recently release Win 10 Creators Update or other)

- Windows is buggy - some recently pushed MS Windows update caused this - Microsoft to blame...

As mentioned before 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. This is a driver fault in the memory of the PC.

Possible solutions:

- Reinstalling the entire Windows

or

- Go to Device Manager (right click on Start button > Device Manager)

Find Display adapter

Expand

Right click the adapter and unintall it

Restart the PC

Go to Device Manager and update the display adapter

or

- Manually download the proper driver from Nvidia (for example) > http://www.nvidia.com/Download/index.aspx?lang=en-us

or AMD > http://support.amd.com/en-us/download

or from HP website > https://support.hp.com/us-en/drivers

Install/update the existing driver and restart the PC.

Hopefully this will fix the issue. Review the Windows Update history (in Settings > Updates and security) for any recently installed driver updates

Here is a general MS article about BSOD which you may also check >> https://support.microsoft.com/en-us/help/14238/windows-10-troubleshoot-blue-screen-errors