My BRAND NEW laptop is having blue screens and shutting down randomly. Please help

macmiller97

Estimable
Jan 24, 2016
2
0
4,510
0
Recently I bought a brand new MSI gaming laptop. The specs are amazing and I can play all new games with no lag or heat issues. The problem is not performance but that almost every day since I bought it I have gotten a blue screen of death from the first time I turned it on. And sometimes when my CPU goes into sleep mode it shuts down completely when I try to open the screen again. I will list my specs below:

Windows 10
Processor: Intel(R) Core(TM) i7-5700HQ CPU @ 2.70GHz
Installed memory (RAM): 16.0 GB
System Type: 64-bit Operating System, x64-based processor
GPU: GeForce GTX 960M / 2GB GDDR5
Screen Res: 1920 x 1080, 60Hz
Driver Version: 361.43
Made by MSI

Again, there are no performance issues and it does not shut down while I am using it but either blue screens when I startup or shuts down randomly after I try to wake it up from sleep mode. I would really appreciate any advice or discussion my next step will be contacting MSI directly. :??:
 
Hi,

It actually is a common thing with Windows 10. :) But please do try these troubleshooting steps that may help in solving the issue.
- Start by running Windows Update and install all update available.
- Next is to do a clean install of the graphics card driver.
- First, uninstall the graphics card driver from Device Manager.
- Uninstall anything related in Programs and Features as well for your graphics card.
- Next is to download and install the latest driver from the manufacturers site.
- Here's the link: nvidia.com/download/index.aspx
- You can also do the clean method of installing the graphics card driver using the link below.
- http://www.tomshardware.com/faq/id-2767677/clean-graphics-driver-install-windows.html
- Do also check for any BIOS update available in MSI support site.
- Your last resort would be to reinstall Windows 10 if all these will not work.
 

macmiller97

Estimable
Jan 24, 2016
2
0
4,510
0
So I know this response is late but I have tried everything here with little improvement. Recently I tried analyzing a dmp file and got the following message. Anyone know how to read these?

UNEXPECTED_KERNEL_MODE_TRAP (7f)
This means a trap occurred in kernel mode, and it's a trap of a kind
that the kernel isn't allowed to have/catch (bound trap) or that
is always instant death (double fault). The first number in the
bugcheck params is the number of the trap (8 = double fault, etc)
Consult an Intel x86 family manual to learn more about what these
traps are. Here is a *portion* of those codes:
If kv shows a taskGate
use .tss on the part before the colon, then kv.
Else if kv shows a trapframe
use .trap on that value
Else
.trap on the appropriate frame will show where the trap was taken
(on x86, this will be the ebp that goes with the procedure KiTrap)
Endif
kb will then show the corrected stack.
Arguments:
Arg1: 0000000000000008, EXCEPTION_DOUBLE_FAULT
Arg2: fffff802b4bb7e70
Arg3: 00000000b4bae847
Arg4: fffff8002c349312

Debugging Details:
------------------


DUMP_CLASS: 1

DUMP_QUALIFIER: 400

BUILD_VERSION_STRING: 10586.162.amd64fre.th2_release_sec.160223-1728

SYSTEM_MANUFACTURER: Micro-Star International Co., Ltd.

SYSTEM_PRODUCT_NAME: GE72 2QD

SYSTEM_SKU: To be filled by O.E.M.

SYSTEM_VERSION: REV:1.0

BIOS_VENDOR: American Megatrends Inc.

BIOS_VERSION: E1792IMS.113

BIOS_DATE: 07/17/2015

BASEBOARD_MANUFACTURER: Micro-Star International Co., Ltd.

BASEBOARD_PRODUCT: MS-1792

BASEBOARD_VERSION: REV:0.B

DUMP_TYPE: 2

BUGCHECK_P1: 8

BUGCHECK_P2: fffff802b4bb7e70

BUGCHECK_P3: b4bae847

BUGCHECK_P4: fffff8002c349312

BUGCHECK_STR: 0x7f_8

TRAP_FRAME: fffff802b4bb7e70 -- (.trap 0xfffff802b4bb7e70)
NOTE: The trap frame does not contain all registers.
Some register values may be zeroed or incorrect.
rax=0000000000000108 rbx=0000000000000000 rcx=ffffe0013ba98190
rdx=0000000000000005 rsi=0000000000000000 rdi=0000000000000000
rip=fffff8002c349312 rsp=00000000b4bae847 rbp=0000000000000000
r8=0000000000000002 r9=0000000000000001 r10=0000000000000038
r11=fffff802b4bae8e0 r12=0000000000000000 r13=0000000000000000
r14=0000000000000000 r15=0000000000000000
iopl=0 nv up ei ng nz na po nc
Wdf01000!FxObject::DisposeChildrenWorker+0x102:
fffff800`2c349312 cc int 3
Resetting default scope

CPU_COUNT: 8

CPU_MHZ: a86

CPU_VENDOR: GenuineIntel

CPU_FAMILY: 6

CPU_MODEL: 47

CPU_STEPPING: 1

CPU_MICROCODE: 6,47,1,0 (F,M,S,R) SIG: D'00000000 (cache) D'00000000 (init)

CUSTOMER_CRASH_COUNT: 1

DEFAULT_BUCKET_ID: WIN8_DRIVER_FAULT

PROCESS_NAME: csrss.exe

CURRENT_IRQL: 2

ANALYSIS_SESSION_HOST: SEXY

ANALYSIS_SESSION_TIME: 03-18-2016 12:00:00.0606

ANALYSIS_VERSION: 10.0.10586.567 amd64fre

BAD_STACK_POINTER: 00000000b4bae847

UNALIGNED_STACK_POINTER: 00000000b4bae847

LAST_CONTROL_TRANSFER: from fffff802b2b6c2e9 to fffff802b2b61760

STACK_TEXT:
fffff802`b4bb7d28 fffff802`b2b6c2e9 : 00000000`0000007f 00000000`00000008 fffff802`b4bb7e70 00000000`b4bae847 : nt!KeBugCheckEx
fffff802`b4bb7d30 fffff802`b2b6a373 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiBugCheckDispatch+0x69
fffff802`b4bb7e70 fffff800`2c349312 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiDoubleFaultAbort+0xb3
00000000`b4bae847 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Wdf01000!FxObject::DisposeChildrenWorker+0x102


STACK_COMMAND: kb

THREAD_SHA1_HASH_MOD_FUNC: 8c12304084188e945be728d262a38d41088992be

THREAD_SHA1_HASH_MOD_FUNC_OFFSET: 7af19be548464fe0d2b8e81ab23039fbaa99c043

THREAD_SHA1_HASH_MOD: aa11e928c8cd33bcadf3b52b3e271a069b218f8b

FOLLOWUP_IP:
nt!KiDoubleFaultAbort+b3
fffff802`b2b6a373 90 nop

FAULT_INSTR_CODE: 6666c390

SYMBOL_STACK_INDEX: 2

SYMBOL_NAME: nt!KiDoubleFaultAbort+b3

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: nt

IMAGE_NAME: ntkrnlmp.exe

DEBUG_FLR_IMAGE_TIMESTAMP: 56cd4410

IMAGE_VERSION: 10.0.10586.162

BUCKET_ID_FUNC_OFFSET: b3

FAILURE_BUCKET_ID: 0x7f_8_STACKPTR_ERROR_nt!KiDoubleFaultAbort

BUCKET_ID: 0x7f_8_STACKPTR_ERROR_nt!KiDoubleFaultAbort

PRIMARY_PROBLEM_CLASS: 0x7f_8_STACKPTR_ERROR_nt!KiDoubleFaultAbort

TARGET_TIME: 2016-03-18T16:41:57.000Z

OSBUILD: 10586

OSSERVICEPACK: 0

SERVICEPACK_NUMBER: 0

OS_REVISION: 0

SUITE_MASK: 784

PRODUCT_TYPE: 1

OSPLATFORM_TYPE: x64

OSNAME: Windows 10

OSEDITION: Windows 10 WinNt TerminalServer SingleUserTS Personal

OS_LOCALE:

USER_LCID: 0

OSBUILD_TIMESTAMP: 2016-02-23 21:48:00

BUILDDATESTAMP_STR: 160223-1728

BUILDLAB_STR: th2_release_sec

BUILDOSVER_STR: 10.0.10586.162.amd64fre.th2_release_sec.160223-1728

ANALYSIS_SESSION_ELAPSED_TIME: 20b61

ANALYSIS_SOURCE: KM

FAILURE_ID_HASH_STRING: km:0x7f_8_stackptr_error_nt!kidoublefaultabort

FAILURE_ID_HASH: {c5b9990d-856b-1bb5-7662-4621e5941c84}

Followup: MachineOwner
---------

0: kd> !analyze -v
 

joshhewitt-

Prominent
Sep 6, 2017
4
0
520
1
Hi there, i have the Asus Rog version of your laptop (also brand new). seems we have the exact same spec and i've run into the same problem your having.
i called tech support and they told me it might be something to do with your anti virus software. He said with the new windows 10 update he's getting a lot of problems with anti virus software.
he advised me to uninstall it and see how it goes.
hope this helps. i'm at work atm so i can't even try this but let me know if it helps and i'll do the same when i get home lol.
 
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