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Occasional Contributor
dadpun
Posts: 42
Accepted Solution

blue screen in windows 8

SATELLITE C855D-S5357 4months old

 

WINDOWS 8 64bit

 

repeated blue screen with SYSTEM SERVICE EXCEPTION message.

i did refresh last week but problem happened again today.

 

error report attached.

please help

 

thanks

 

DP

Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8

 

You sure deal with lots of computers. We had both a Satellite C655-S5060 and a Satellite C655D-S5041 in this thread.

 

Satellite C855D-S5357

 

Downloads here.

 

Bug Check 0x3B: SYSTEM_SERVICE_EXCEPTION

 

Please attach the 022713-65988-01.dmp file from the C:\Windows\Minidump folder to your reply.

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

many thanks for all your help always

 

after the last restore the attached file is the only one in the minidump folder.

 

 

please tell me which file has to be downloaded from the downloads page as i could not figure it out

 

thanks again

Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8


i did refresh..

 

after the last restore..


The dmp file doesn't point to a driver.

 

If you received the blue screen just after a refresh or just after restoring the hard disk to its original out-of-the-box contents, then that's the gold-standard test for a hardware malfunction. 

 

Time to return the computer or for service under warranty.

 

 

==================================================
Dump File         : 030413-37237-01.dmp
Crash Time        : 3/5/2013 5:41:49 AM
Bug Check String  : SYSTEM_SERVICE_EXCEPTION
Bug Check Code    : 0x0000003b
Parameter 1       : 00000000`c0000005
Parameter 2       : 00000000`1f4f6000
Parameter 3       : fffff880`1c0041c0
Parameter 4       : 00000000`00000000
Caused By Driver  : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+7a040
File Description  :
Product Name      :
Company           :
File Version      :
Processor         : x64
Computer Name     :
Full Path         : C:\Test\030413-37237-01.dmp
Processors Count  : 2
Major Version     : 15
Minor Version     : 9200
==================================================

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

Thanks.

Refresh was done on 27/2/13, next crash was on 3/3/13.Used normally in between, with no problems.

restore to out of the box not done.

bought in US, in use in India.

Difficult to return. Service centre here will ask for proof of crash, what to tell/show them?

 

DP

Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8

See what you can learn from these messages.

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

Thanks.

i just had a blue screen which was very brief, with quick recovery.

dump file attached.

i also lost internet connectivity after i restarted and i ran troubleshooter - report attached.

does it indicate a hardware problem or do i need to reinstall the network adapter driver?

is this the cause of the crashes?

or is it something else?

have absolute faith in your ability to solve the problem and would not take it to service centre unless you say it can only be a hardware problem - but would that appear after 4 months and recover with troubleshooter?

DP

 

Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8


..a hardware problem - but would that appear after 4 months and recover with troubleshooter? 


Sure.

 

Most hardware problems are memory failures. Check that.

 

   Control Panel > Administrative Tools > Windows Memory Diagnostic

 

When the Memory Diagnostics Tool starts, press F1 to adjust the settings. Best to arrange for it to run all night.

 

The gold-standard test for a hardware/BIOS problem is to restore the hard disk to its original out-of-the-box contents using Toshiba recovery media. If the problem occurs after that, but before installing updates, applications, or peripherals, then it is not due to software.

 

==================================================
Dump File         : 030613-45833-01.dmp
Crash Time        : 3/6/2013 12:33:27 PM
Bug Check String  : SYSTEM_SERVICE_EXCEPTION
Bug Check Code    : 0x0000003b
Parameter 1       : 00000000`c0000005
Parameter 2       : 00000000`59538000
Parameter 3       : fffff880`1b1f0fc0
Parameter 4       : 00000000`00000000
Caused By Driver  : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+7a040
File Description  :
Product Name      :
Company           :
File Version      :
Processor         : x64
Computer Name     :
Full Path         : C:\Test\030613-45833-01.dmp
Processors Count  : 2
Major Version     : 15
Minor Version     : 9200
==================================================

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

Thanks.
Ran memory test last night.
No problems found!
What next?
Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8

As I said..


The gold-standard test for a hardware/BIOS problem is to restore the hard disk to its original out-of-the-box contents using Toshiba recovery media. If the problem occurs after that, but before installing updates, applications, or peripherals, then it is not due to software.

I would restore it again and run it for quite a while without installing/updating anything. If the crash occurs, you know it's hardware. Too bad you can't use the computer for production now.

 


Service centre here will ask for proof of crash, what to tell/show them?

The fact that *.dmp files exist proves the blue screens. If they occur out-of-the-box, that proves hardware is failing intermittently.

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

Thanks. will revert when done.

Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8

Too bad you need to take the machine out of productive use.

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

There is a microcode update for Windows 8 computers that use AMD processors: http://support.microsoft.com/kb/2818604.

This machine fits the bill.

Have applied this and seems to be working.

Thought I must share this with you.

 

Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8


A microcode update is available for Windows 8-based computers that use AMD processors

 Great find! How did you happen to locate it?

 


AMD E-Series Dual-Core Processor with AMD Radeon HD Graphics <- Microsoft's article
AMD Dual-Core E-300 Accelerated Processor with AMD Radeon HD 6310 Graphics <- your model
-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

google search for other solutions took me to MS suport forums.
You think the problem is solved?
Thanks for your constant support.
Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8


google search for other solutions took me to MS suport forums.

Good job!

 


You think the problem is solved?

Hope so. I think it's likely. There are lots of hits for this Google search.

 

   2818604 OR kb2818604 0x3b OR 0x0000003b site:microsoft.com

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

Thank you
Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8

Please let us know if that computer survives a week or so without the 0x3B blue screen.

 

The fix you discovered is new around here. It may help others.

-Jerry
Occasional Contributor
dadpun
Posts: 42

Re: blue screen in windows 8

Jerry
I applied the update 10 days ago and waited for a week before informing you.
It appears to be holding so far, no blue screens.
That's when I thought it was worth sharing.
Ace Advisor
Jerry_Lippey
Posts: 40,305

Re: blue screen in windows 8


..waited for a week before informing you. .. That's when I thought it was worth sharing.

Gotcha.

 

I wonder if the fix is such that it can be (or has been) released as a normal Windows Update.

-Jerry