ntoskrnl.exe and several BSODs - How to deal with it?

Options
JakubEf
JakubEf Member Posts: 2 New User
edited November 2023 in 2020 Archives
Hi,
I've experienced several BSODs on my new Acer Aspire 5 laptop during the past 4 weeks. According to minidump reports, it seems there's some issue with system process "ntoskrnl.exe". Can you please help me find a solution for this?

Attached, you can find the screen specifying technical parameters as well as the latest .dmp report generated after the last BSOD (30/6/2020).

Thanks a lot!
- Jakub
«1

Answers

  • JakubEf
    JakubEf Member Posts: 2 New User
    Options
    Furthermore, these weird visual errors also repeatedly occured (mostly, but not necessarily, after clicking on some Youtube video or when watching Youtube video on fullscreen):
  • aphanic
    aphanic Member Posts: 959 Seasoned Specialist WiFi Icon
    Options
    WTF! I took a look at that minidump and chances are there's a problem with your RAM. The kind of video artifacts you're getting also seem to indicate it, the iGPU also uses system memory.

    If the issue weren't RAM related it could have something to do with the memory controller, but I'd first stress test those sticks before ruling them out. There are several Linux live environments that ship with a memory test program, and there's also standalone lives for that purpose directly like MemTest86 or Memtest86+.

    If my guess is correct and the memory chips are at fault it would be good to create the live USB i a different computer to avoid corruption. Let us know if you need guidance on how to create a live USB and boot off it.
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    Hey @aphanic and everyone else who´s reading this.
    I´m Mike, Jakub´s friend and a person who´s trying to help him with his laptop. I repair laptops and consumer electronics for more than 10 years. Jakub asked me to have a look at his laptop so I´m trying to do my best here.

    He has checked all his steps in troubleshooting with me and so far we haven´t been able to solve this out. And neither I am now, with his laptop on my table!

    I updated everything that was possible. Checked all drivers in devmgment.msc and compared them with the ones that can be downloaded from the Acer support site. I have to say I´m totally disappointed!

    I downloaded and installed what I could. Used Acer Care as well to be sure (there are no updates at all). So the device is now at the most updated state as possible. Also, 2004 update for Win is installed, nothing helped. No further updates are available.

    I´ve done Memtest from USB key to no avail. The memory module and memory chip is good, the problem is with the software. I´m 100% positive about this!! I´ve done this many times and I can spot faulty RAM or Memory controller.

    I tried to download the most recent GPU driver from the Intel website and it didn´t install! In the laptop is v. 26.20 (most recent on Acer support web) from May 2019 (?!) and the most recent on Intel website is from June 2020 but I got an error on installing it. No dice again, huh?!

    So I looked into dump files and new error on system process ntoskrnl.exe is Page fault in nonpaged area --> 0x50 ( Win resource->  https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/bug-check-0x50--page-fault-in-nonpaged-area)

    I also tried to look into Events log and I´m able to see a lot of Warnings and Errors. (all attached)

    I got a freeze on watching YT video for a test approx. at 23:51, errors seem to be related.

    This problem NEEDS to be ADDRESSED ASAP. I´m doing here the work for Acer support and the least we can get is to speak with somebody who´s in charge of these things. This is one BIG disappointment.

    I, personally, have an Asus laptop and once I brought a problem on Asus forum into attention, I got a reply in PM from one of their representatives and our conversation ended in releasing a new version of BIOS that fixed the problem for all users for given laptop model.

    What I´m willing to do is to talk to some Acer representative (or anybody else) who´s had similar issues and can help me, and Jakub with these issues.

    Otherwise, I´m afraid we´d need to return this device and ask for an immediate refund, this is JUST unacceptable behavior for one-month-old laptop.

    I believe we´re both looking forward the reply here, otherwise, we´d need to raise the attention over social media and that doesn´t sound good to anyone, I strongly believe




  • aphanic
    aphanic Member Posts: 959 Seasoned Specialist WiFi Icon
    Options
    I don't think Acer tech support reads things over here, I wholeheartedly agree it would be great to have a way to talk to their technicians or people with knowledge of specific models. It would probably be complicated to select who could talk to them, but it would be good to know they could help if needed.

    I've seen how tech support works over here and it isn't always satisfactory, it doesn't matter the brand because many outsource the thing to other companies, but there are problems in almost all departments: from lack of communication to returning equipment without checking whatever it was in for. Not all of it is grim, but it's frustrating for users.

    In your situation, I'd send the computer to their shop and let them deal with it. It's a new machine! I was betting on the memory, but it checked out OK, they'll probably need to replace the motherboard altogether. Refunds could be tricky, depending on the part of the world you live in, because it's been a month since its purchase; but they can't refuse to repair it under warranty.

    By the way, Intel changed the way their generic drivers can be used in laptops and they now officially allow updating from the ones provided by the manufacturer to newer ones, provided they're DCH drivers. I haven't checked the ones for that machine, but just in case you could try removing them with DDU (and telling Windows Update not to update drivers or disconnecting from the net) and then running the installer for the ones available at Intel's Download Center.

    Best of luck guys  :'(
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    Thanks for trying to help @aphanic
    I opened an official ticket through Acer support site so hopefully, we´ll get a timely reply. This situation is very unfortunate because for the few weeks the laptop been working awesome and this made sure that the period for returning for cashback was not used.

    I tried to install the DCH driver from Intel´s website from June 2020 (v 27.20) but I got an error that "can´t install few components, the installation will roll back" so I doubt that removing with DDU would work. I believe the drivers are slightly modified from Acer and that´s why you can no longer install the native ones.
    I have the same story on my Asus laptop, drivers can be obtained only from Win Update, native drivers have an error on installing. Luckily they´re working pretty good so far.

    So we´ll see what´s gonna happen next, thanks for your help anyway
  • aphanic
    aphanic Member Posts: 959 Seasoned Specialist WiFi Icon
    Options
    MikeVi said:
    I tried to install the DCH driver from Intel´s website from June 2020 (v 27.20) but I got an error that "can´t install few components, the installation will roll back".

    Could that be signaling the problem lies within the processor itself? Judging by that BIOS model it's an A515-54(G), I have an A515-54G over here and I was just able to install the latest drivers:



    I'm running Windows 10 2004 with the 1.18 firmware.

    I hope they get back at you soon. Let us know what the problem was in the end when it's addressed please, I'm curious.
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    interesting @aphanic
    Where did you download the drivers? Can you share a link so I can try that now, please?

    Our laptop is on 2004 as well but upgraded BIOS to 1.17 only, the fix for 1.18 seemed like fix for exact memory module

    We´re running Hynix memory in this machine.

    Anyway, I´d give that a shot, THANKS A LOT!
  • aphanic
    aphanic Member Posts: 959 Seasoned Specialist WiFi Icon
    Options
    Sure, I got them from here (chose the zip archive): https://downloadcenter.intel.com/download/29674/Intel-Graphics-Windows-10-DCH-Drivers?product=80939

    I didn't need to uninstall the previous drivers, installed those over the ones I had and rebooted for good measure although the laptop was already using the new ones supposedly.

    Mine has Kingston RAM so the upgrade to 1.18 was probably not needed, but just in case they baked something else in there and didn't include it in that 1 line change log I went for it the other day.
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    Ok, so I removed them via Device Manager and after the restart, it picked up the most recent one automatically. Possibly they somehow left in the system. I´m on the same driver, as you´re now 27.20.100.8336 (These are the ones that I got an error on installing previously)

    So I´m running a YT test now and we´ll see.

    I´m very resistant in applying BIOS updates if everything´s working and if there´s no changelog I´m doing it as a last resort option. I´ve personally come across a lot of cases when updating the BIOS created more issues than solved, so I´m gonna stay at 1.17 for now and we´ll see.

    Thanks again for your help!
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    No dice, YT video freezed after 10-15 minutes of playback :(
  • aphanic
    aphanic Member Posts: 959 Seasoned Specialist WiFi Icon
    Options
    That's too bad, it's out of our hand now  :'(
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    Yep, thanks again for your help, really appreciate it!!
  • RobertoS
    RobertoS Member Posts: 1 New User
    Options
    I have the same problem, 3 weeks old laptop, 5 times reinstaled and still have problem with frozen ntoskrnl.exe, means it's because my fault. No idea have to resovle.

  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    hey @RobertoS
    Not sure if I got your right. By 5 times reinstalled you mean tried to restore to factory defaults for 5 times? Are you on 2004 update, too?

    Thanks
  • aphanic
    aphanic Member Posts: 959 Seasoned Specialist WiFi Icon
    Options
    RobertoS said:
    I have the same problem, 3 weeks old laptop, 5 times reinstaled and still have problem with frozen ntoskrnl.exe, means it's because my fault. No idea have to resovle.


    If reinstalled means resetting or restoring factory defaults like @MikeVi is inquiring, you may think of giving it a proper reinstall. I wrote a thread the other day with instructions on the matter (there's a PDF attached too for easy reading when the PC is not available). Check it out in case it helps: https://community.acer.com/en/discussion/607771/guide-how-to-install-windows-10-cleanly

    If they were proper installs, it all points to a hardware fault  :(

    By the way, any progress @MikeVi?
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    not yet @aphanic
    Jakub took some time off, I spoke with him today. He hasn´t turned on the laptop for 5 days, however, no further updates are available as of today. Laptop is still freezing randomly (sometimes with BSOD, sometimes not).
    I contacted Acer support in CZ and they offered us sending the device in for further inspection. I´m afraid this won´t help because I highly doubt the problem is in HW. I guess they just need to unbox one device like this and so some fixes on their side for the OS. I also think that not a lot of these devices been sold and thus not many people is complaining -> problem not relevant.

    I think the next step would be sending the device for inspection. I think they´ll do a clean install and send it back. Then we´ll be back to this vicious circle, until proper SW fix is put into place :(
  • aphanic
    aphanic Member Posts: 959 Seasoned Specialist WiFi Icon
    Options
    I always wish technical support were more hands-on to be honest, or that there was a way to talk to the technicians at the servicing center. Even if that meant more expenses on the manufacturer, the brand name and the appreciation for it would get a positive boost.

    Over time it would pay off, people would feel better about sending things for servicing and not expecting it to be a trip for nothing already.

    I usually have a program configured so that if it's not connected to a predefined list of networks it takes screenshots every click and logs keyboard input, just in case it's stolen (data is sent over the net if possible). Once I had to send one machine over for servicing (different brand) I forgot to turn it off and you wouldn't believe what the techs used the repair time for: from browsing the net to going through the files to see what they could find.

    I reported it of course, but I have no idea what came of it. Easy to say I never bought anything from them since.
  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    @aphanic
    Well, I completely agree with you. I had a chance to have some devices on my table after they were refused for warranty repair from authorized services and I just can´t express how disappointed I was. It´s always been a complete mess in the devices, missing RAM sticks, even hard drives, manually damaged or switched boards so they couldn´t be repaired anymore. That´s also why I´m afraid to send this device to the authorized center and I´m trying to debug the problem while the device is still unopened.

    I´d love to talk to an authorized person about this issue and discuss about possible options for repairing this device. I´m afraid this won´t be the case 😢



  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    So few updates here folks.

    So far it looks like the laptop runs just fine when on battery. So if no AC power is presented, everything working smoothly. We´ve switched the power plan from Acer one for native Balanced on W10 and this led to another BSOD on power (so didn´t help)

    Today morning I got noted there were two updates installed:
    KB4565503 (W10 update for 2004 version) -> https://support.microsoft.com/en-us/help/4565503/windows-10-update-kb4565503
    KB456527 (NET update for 2004 version) -> https://support.microsoft.com/en-us/help/4565627/kb4565627-cumulative-update-for-net-framework

    After one hour of using on power, nothing seemed to freeze or drop into BSOD. Unfortunately a bit later, here we are again -> ntoskrnl.exe with CRITICAL_PROCESS_DIED


    So far nothing really changed. We´re just able to confirm that while running on battery power everything works. Once you plug the power, it´s a matter of time to get freeze or BSOD.

    We´ll keep you posted with the most recent findings, the investigation is still in progress!

  • MikeVi
    MikeVi Member Posts: 12

    Tinkerer

    Options
    The laptop has been picked today by parcel service and is being delivered into the Acer repair center in Brno, CZ. Hopefully, they´ll take proper care of the device.

    Fingers crossed!