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tyson33 Top Student
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hjhj.PNGHello everybody i really need some help, theres a software issue thats causing my comptuer to crash regulary.

So heres the problem i bought an external soundcard from startech months ago and it seems to make my pc crash and get a blue screen error. I am using the sound card to capture voices through my hauupage pvr 2, through my capture software playing on xbox one. i done chatted with startech and they said they cant figure out the problem i had them sent me a replacement card it still gives me the blue screen errors i have took pics to show you what it looks like. I tried to chat with hp support about the issue, it seems they refuse to help me on this. Can some out there please tell me how to fix this issue. I had to do regualar updates on my pc but thats normal. My connection is wifi, also i will show a pic of the hauppauge capture setup, as you can see in the capture card the external sound card is connected microphone usb via. Can someone please help me on this issue i am stressing over this problem thank youIMG_0374-min.JPGIMG_0375-min.JPG

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Summary

This is a general procedure on how to find and upload the files we need in order for us to help you repair your computer.

Details

When your computer crashes with a Blue Screen Of Death (or BSOD) the events leading up to the crash are held in memory until you restart your computer, when they are written to a file (called a DMP file).  This file is critical in our diagnosis

 

How to find and upload the files to us for analysis.

There are 3 files that will help us find out what caused the crash.  The DMP file, the output of MSinfo, and your computer specifications.  IF you cannot boot in normal mode try safe mode.  If you still cannot boot let us know

 

If your computer cannot boot normally you may be able to get the files by booting into safe mode (often F8). In win 10 you may have to try this method

 

You can get into safe mode on a non booting computer by starting the boot and holding down the power button for 5 seconds to stop the boot and turn off the computer.  Do this two times and on the third attempt you will be given advanced options including safe mode
 
The sequence to get to the boot options that way (interrupting the boot twice), Advanced options > Troubleshoot > Advanced options > Start-up Settings, adjust settings, click restart

 

 

 

If you are overclocking (pushing the components beyond their design) you should revert to default at least until the crashing is solved. If you dont know what it is you probably are not overclocking.

 

The procedure for finding and uploading the DMP files:

Navigate to C:\Windows\Minidump and drag the contents to your desktop. If the minidump folder is not there or empty there may be a larger DMP file located at C:\WINDOWS called MEMORY.DMP which we can also use.

Zip up the files using the built in compression on win 8 or winzip/winrar on other operating systems. We prefer the 3 most recent DMP files but if you have less we can still look at them.  We can not use DMPS more than 30 days old as the current issue may be different and we do not need more than 3

Upload them to a file sharing service like OneDrive or any other file sharing service and put a link to them in your reply.

 

Link for how to upload the DMP file is here

 

The procedure for running MSinfo32

Go to start>run>MSinfo32>enter (this varies by OS)

Go to "file" "save" and upload the saved file with the DMPS

 

System specifications are also useful so include them if possible.  You can use an application like Speccy, AIDA64, etc.

 

Troubleshooting

If there is no "minidump" folder, or if the folder is empty make sure "minidumps" are enabled.

 

To ensure minidumps are enabled:
Go to Start, in the Search Box type: sysdm.cpl, press Enter.
(In win 8 you can use the windows key "win" + "s")

Under the Advanced tab, click on the Startup and Recovery Settings button.

Ensure that Automatically restart is unchecked.

Under the Write Debugging Information header select Small memory dump (256 kB) in the drop down box (the 256kb varies).  If you are on win 10 use "automatic memory dmp"

Ensure that the Small Dump Directory is listed as %systemroot%\Minidump.

OK your way out.

Reboot if changes have been made.

 

If minidumps are still not being created check these reasons as to why that may be happening

For dumps to be produced The following should be correct

 

Page file must be on the same drive as your operating system

Page file base allocation size must be greater than installed physical RAM

Windows Error Reporting (WER) system service should be set to MANUAL

Set page file to system managed on the OS drive

Set system crash/recovery options to "kernel memory dump"

User account control must be running.

Sometimes SSD drives with older firmware do not create DMPS (update firmware)

Cleaner applications like Ccleaner delete DMP files so dont run them until you are fixed.

 

Bad Physical RAM may prevent the data from being saved and written to a file on reboot.  If you suspect bad RAM run Memtest from this wiki

 

Full memory dumps can also be deleted (in win 7) if your HD space is under 25 gigs but if you configured your system as the above suggests you should not be generating full dumps.

 

 

If you receive the message "Access is denied" or "file not found" when dealing with the DMP files you will need to take ownership of them

 

Follow these links.

http://www.thewindowsclub.com/take-ownership-windows-8

http://windows.mercenie.com/windows-8/how-to-take-ownership-permission-of-a-file-or-folder-in-window...

If you still are having a problem create a folder on your desktop>copy the files into it>compress the folder (ZIP)> upload it to your Onedrive and put a link to it in your next post.  DO NOT LEAVE THEM BELOW THIS WIKI!!!

 

If you have any questions about uploading visit.....Link for how to upload the DMP file is here

 

 

If you continue to crash you need to upload the new DMP files as they are different

I'm an HP Employee.The opinions expressed here are my personal opinions, not of HP.
Click on Thumbs up if my post helped you.Make it easier for other people to find solutions, by marking an answer “Accept as Solution” if it solves your problem.

Regards,
Vamshi
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tyson33 Top Student
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I had to do a system restore on my laptop and reinstall windows and reinstall the drivers for the sound card everything was working fine until i got the bue screen again. But it only happen 1 time since the system restore. my current win10 version is 1607. i saw you intrusctions but i wouldnt know how to do all that could you have a tech guy do this for me thanks.

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tyson33 Top Student
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On Thu 9/22/2016 2:53:25 AM GMT your computer crashed
crash dump file: C:\WINDOWS\memory.dmp
This was probably caused by the following module: viausbaudio.sys (ViaUsbAudio+0x381E)
Bugcheck code: 0xD1 (0x10, 0x2, 0x0, 0xFFFFF8010CB8381E)
Error: DRIVER_IRQL_NOT_LESS_OR_EQUAL
file path: C:\WINDOWS\system32\drivers\viausbaudio.sys
product: VIA USB Audio Driver
company: VIA Technologies, Inc.
description: VIA USB Audio Driver
Bug check description: This indicates that a kernel-mode driver attempted to access pageable memory at a process IRQL that was too high.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: viausbaudio.sys (VIA USB Audio Driver, VIA Technologies, Inc.).
Google query: VIA Technologies, Inc. DRIVER_IRQL_NOT_LESS_OR_EQUAL

 

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