paulh
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Posts: 85 
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World Start Name: oddie54
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Post by paulh on Oct 21, 2019 20:57:28 GMT -5
I have been trying to help my brother in Florida find out why his Asus computer keeps doing the following (this is a direct quote from him)
it was too good to be true. my shitty asus did it again. gave a blue screen and said whea stop code (uncorrectable error) it shuts down and then starts right back up and works fine after that. tried and true hp keeps on trucking beautifully.
I have tried many things with him such as installing Malwarebytes, SAS, Avira, CClener and Spywareblaster and walked him through running each of them. He said it keeps doing it a few days after he runs these programs every month and is fine afterwards until he runs the security programs again. He put the same security programs on his HP and it never gives him a problem.
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Post by budgall on Oct 21, 2019 21:56:55 GMT -5
What is the complete error code and message? What is the Operating System? When does the Blue Screen popup? What is he doing when the screen popup displays? The programs you suggested will not fix the problem as I believe the problem is most likely a corrupted Windows and not a problem that the listed programs could cure.? Have you Googled the exact error message for more information and possible cure.
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Post by jholland1964 on Oct 21, 2019 22:05:51 GMT -5
I agree completely with budgall. This type of problem is rarely, if ever, caused by a security issue and those programs would most definitely not fix the problem he is experiencing. Please report back with the answers to the questions asked by budgall. We can't make suggestions unless we know more.
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Post by Everton on Oct 22, 2019 5:22:04 GMT -5
WHEA stands for "Windows Hardware Error Architecture" so possibly a hardware problem.
Running chkdsk may be a good thing to try.
Ensuring Windows Update is fully up to date is also important.
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Post by jholland1964 on Oct 22, 2019 7:42:02 GMT -5
WHEA stands for "Windows Hardware Error Architecture" so possibly a hardware problem. Running chkdsk may be a good thing to try. Ensuring Windows Update is fully up to date is also important. Agreed. Another thing to do is, IF crash dumps are enabled on your computer and hopefully they are, there should be a file created each time which may give at least a clue to the cause of the problem.
They are stored by date in this directory; C:\WINDOWS\Minidump. Ask your brother to check to see if the crash dump analysis is available. Have him send you the latest ones and it is quite possible you might find out why this is happening.
It of course as Everton says it is likely caused by a hardware problem but it could also be caused by excessive heat, especially if it always happens when he is doing one specific thing and again I say, these security programs would have absolutely nothing to do with causing or fixing this problem. He of course should keep using them, certainly more than once a month too, but they are not going to affect this problem at all. |
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 22, 2019 13:20:18 GMT -5
I realize that the security programs have nothing to do with it and are not the cause. I was just stating what programs he was using.
I did suggest that he run chkdsk but do not know if he has yet. He did tell me that it does it on both his Asus laptop as well as his Asus desktop but never on his HP machines. I copied and pasted the questions budgall posed to him in an e-mail as well as your comments Judy. I will let you know what he says tomorrow some time as he only checks his e-mail once a day in the morning.
Thanks to all for helping me help my brother.
Paul
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Post by jholland1964 on Oct 22, 2019 13:28:46 GMT -5
How very odd that this happens on both ASUS machines but not the HP. That really is so unusual, to me at least, especially since one is a desktop and one is a laptop. Go with just one of the machines for now and have him run chkdsk AND have him send you the results of chkdsk AND also the very latest Minidump log. Trying to work on two at once could very well end up with massive confusion on all of our parts...me anyway. So have him pick one, probably the one he uses the most and do all the work suggested on that one machine. Once the cause is hopefully narrowed down and hopefully fixed then he can do the same steps on the second one.
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Post by Everton on Oct 22, 2019 19:31:57 GMT -5
Checking Reliability Monitor Will give some clues.
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paulh
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Posts: 85
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World Start Name: oddie54
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Post by paulh on Oct 26, 2019 8:29:32 GMT -5
My brother finally got back to me and we began running chkdsk and minidump. After some teeth pulling, I finally talked him through chkdsk and he said it was fixing errors. When that was finished, I had him try to open the minidump file but he does not have an office program on his computer to open it with. He said he would get a trial of MS Office today and we will try the minidump again tonight. Is there another way to access the minidump other than with an office program? I thought this would be easier since he is a very smart person who had a successful career in the navy with 5 of those years spent with the Blue Angels but when it comes to his computer, he is clueless.
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 28, 2019 19:29:47 GMT -5
Finally got the minidump file from my brother and it is below
101719-30875-01.dmp 10/17/2019 8:29:10 AM 0x00000124 00000000`00000000 ffffd187`9371e028 00000000`fe000000 00000000`00801136 hal.dll hal.dll+47fe8 x64 ntoskrnl.exe+1c1220 C:\WINDOWS\Minidump\101719-30875-01.dmp 4 15 18362 1,496,212 10/17/2019 8:35:37 AM
Thank you
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 29, 2019 20:53:19 GMT -5
Was that the proper dump file?
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Post by jholland1964 on Oct 29, 2019 21:01:54 GMT -5
Has he checked to be sure that all drivers are up to date?
You said this happens with more than one Asus computer a desktop and a laptop, but not his HP computers, are all of these computers in the same room? Are the HP computers laptops or desktops or both?
I am really wondering if these problems might be excessive heat related and also what is he doing on the computers when this happens? We really need answers here and you've never gotten the answers to budgall's questions....operating systems, complete error code and message.
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Post by Everton on Oct 30, 2019 1:44:00 GMT -5
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 30, 2019 10:39:36 GMT -5
The operating system is Win 10. He said that when it does do it (about once a month or so) that it is right after the computer turns on and he opens his browser. I will have to have him send me the complete error code message next time it happens. He said everything was up to date when I asked him but I know he does not know how to check individual drivers so I will have to see if I can walk him through that. As for the HP computers, one is a laptop and one is a tablet.
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 30, 2019 10:54:08 GMT -5
Everton, I will have him check Reliability Monitor next time I talk to him.
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Post by jholland1964 on Oct 30, 2019 11:16:45 GMT -5
The operating system is Win 10. He said that when it does do it (about once a month or so) that it is right after the computer turns on and he opens his browser. I will have to have him send me the complete error code message next time it happens. He said everything was up to date when I asked him but I know he does not know how to check individual drivers so I will have to see if I can walk him through that. As for the HP computers, one is a laptop and one is a tablet. What browser? Which computer are you talking about? You said this happens with BOTH of his Asus computer. Work on ONE only until it is fixed. Since this happens ONLY when he boots the computer and opens a browser sounds to me like he has too much running in the background, possibly some program used BEFORE shut down that has put itself into auto start and when the computer starts up that background program is using too many resources and he gets the blue screen. He said it is ONLY the Asus computers, not the HP's. Do ALL of the computers have ALL the exact same programs installed on them and are they ALL used the same amount of time each day?
Frankly, I don't believe the "make" of the computer has anything to do with any of this, I think it is some program he has either put onto these two computers that might be causing this OR drivers and/or browsers that are not up to date or incorrect settings within the browser that is "overloading" it and it crashes.
You said you had him add Malwarebytes, SAS, Avira, CClener and Spywareblaster and walked him through running them, saying to me he has had no security on his computers. Is this correct? This usually indicates a person doesn't bother with keeping the computers up to date, does he?
I know you want to help your brother which certainly is commendable but trying to do it going through a 3rd party (this forum) via email 1000 miles away is nearly impossible. You really should advise him to take them to a good shop and have them take a look. I am certainly not saying we are not willing to help, obviously we are because we continue to offer suggestions but I honestly wonder if this is going to actually fix things.
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 30, 2019 12:25:39 GMT -5
I agree 100% with you Judy about trying to help him when I am not at his home using the computer myself and following the suggestions given by the kind and helpful people on here. I will try to work with him a little more on making sure all his drivers AND windows are up to date. I put all those security programs on for him last time I visited a couple years ago and he runs and updates them religiously every month. The one I have been posting about is the desktop as you suggested to tackle only one at a time. I am almost positive he only uses FF even though he also has Chrome. According to my brother, he runs the same exact programs on all of his computers (ASUS & HP) and they all get about equal use at different times during the day. I will also have him check Startup in Task Manager and see what is set to auto start.
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Post by jholland1964 on Oct 30, 2019 12:48:48 GMT -5
Thank you Paul for clearing up so much. Based on your original posts I thought that the security programs had just been added AFTER these problems began, now we know they have been on there a long time so those shouldn't figure into it at all. Also thanks for the info on which computer we're talking about. While most computers are essentially the same there is a slight difference between laptops and desktops, especially where over heating comes in because it is so easy to block the air intakes of laptops. I still though wonder about the heat in the room, maybe it is too high for the computers, or maybe air flow is blocked in some way.
If he's using Firefox you can have him check the version by having him go up to Help, About Firefox. That will show him what version he is using and he can also check for updates right there, especially if he doesn't have it set to auto update, which is the setting I use and recommend.
He should not go anywhere else to start with, though once he finds out if any drivers are out of date then he needs to go to the web site of the particular piece of hardware that has an out of date driver to get the latest one. Very often computer manufacturers will offer drivers but very often a "generic" driver and drivers provided by the hardware mfgrs themselves are always the ones to get and NEVER from one of those "All Drivers for All Websites" because those should be avoided at all costs. Nobody knows the correct driver to give you except that mfgr of the hardware.
A few other things to find out besides the auto starts...how big is the hard drive, how full is it, how much RAM is installed, and what kind of Processor is on the computer.
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 31, 2019 13:56:20 GMT -5
Some info from my brother:
the hard drive is 1TB , the ram is 8.0GB , the processor is intel(R) core(TM) i3-6098p , firefox version is 70.0 and is up to date.
From reliability monitor:
Description
A problem with your hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
Code: 3000040
Parameter 1: 2
Parameter 2: ffff8f851f8934f0
Parameter 3: 1b0
Parameter 4: 0
OS version: 10_0_18362
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.18362.2.0.0.768.101
Locale ID: 1033
Description
Faulting Application Path: C:\Windows\System32\backgroundTaskHost.exe
Problem signature
Problem Event Name: MoAppCrash
Package Full Name: tiempo.com.ElTiempo14das_3.2.10.0_x64__1jw6nrrrzn4a6
Application Name: praid:App
Application Version: 10.0.18362.1
Application Timestamp: 533f8404
Fault Module Name: StackHash_2666
Fault Module Version: 10.0.18362.418
Fault Module Timestamp: 99ca0526
Exception Code: c0000374
Exception Offset: PCH_A2_FROM_ntdll+0x000000000009CC14
OS Version: 10.0.18362.2.0.0.768.101
Locale ID: 1033
Additional Information 1: 2666
Additional Information 2: 26669729d7e989d0014c45a1dc6a3499
Additional Information 3: dccd
Additional Information 4: dccdf94a52e8e565d9ce23184fd95c2e
Extra information about the problem
Bucket ID: f3ddd92f57e967e56ee954ec4fd1cf2c (2227404864639586092)
If nothing can be gleaned from this, I guess I will tell him to just take it to a shop.
I will not be back for a couple days as I am having back surgery in the morning. Thanks a bunch to all who have been patient and taken time to try and help!
Paul
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Post by budgall on Oct 31, 2019 16:23:30 GMT -5
Thank you for the reliability monitor info. Good luck with your surgery, my daughter had back surgery a couple of years ago, painful but after healing says it was the best thing she ever did.
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Oct 31, 2019 17:51:23 GMT -5
Thank you Budgall. This will be #5 in the past 3 years.
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Post by budgall on Oct 31, 2019 18:40:53 GMT -5
OUCH !!!!!!!
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Post by Everton on Nov 1, 2019 15:13:44 GMT -5
Best wishes for a speedy recovery from your surgery.
When you are feeling better Your brother may like to make sure his Microsoft Store apps are full updated by opening the App and clicking See more > Downloads and updates > Get updates
There is a troubleshooter as well.. in Settings go to Update & Security > Troubleshoot, and then from the list select Windows Store apps > Run the troubleshooter.
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Nov 4, 2019 10:11:00 GMT -5
Got this from my brother this morning:
tried the microsoft store apps fix they suggested i didn't think it would work because my hp has the exact same apps installed and it doesn't have the blue screen problem. the apps fix didn't work just like i thought it wouldn't. got the blue screen again this morning about a minute or two after my firefox browser opened up. it said the same thing it always did and does not show any numbered codes. just says your computer had an uncorrectable error and needs to restart. it says if you contact asus tell them whea uncorrectable error/stop code. i have contacted asus before and told them this and their fix was hold the power button off for at least 30 seconds. that didn't fix a dam thing which i didn't think it would.
I guess I will just tell him to take it in somewhere for repair. Thanks to all who tried.
Paul
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Post by Everton on Nov 4, 2019 14:24:53 GMT -5
Usually with a Firefox crash the message is AppCrash. The MoAppCrash ones are ms store app errors. Has he tried using an alternate browser as i think was suggested earlier? If the problem does not recur with an different one then it can be assumed Firefox has the problem and he can work from there. Disabling any add ons or extensions In Firefox may also be useful. Hope you are recovering well from surgery  |
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Post by budgall on Nov 4, 2019 15:09:47 GMT -5
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Nov 6, 2019 13:49:49 GMT -5
One final post from my brother this morning:
BCCode: 124 0x00000124
The WHEA_UNCORRECTABLE_ERROR bug check has a value of 0x00000124. This bug check indicates
that a fatal hardware error has occurred. This bug check uses the error data that is provided by the
Windows Hardware Error Architecture (WHEA).
0x00000124 <-- read this link
The system encountered an uncorrectable hardware error.
The system encountered an uncorrectable hardware error.
FAQware
Solutions and help with issue: The system encountered an uncorrectable hardware error.
i copied this from a microsoft site. i looked up the last two blue screen failures one on oct. 17 and and one on nov. 4 they both had the 0x00000124 code. microsoft says this is definitely a hardware problem with my asus but they don't say which piece of hardware. another site i looked at said since the blue screen only happens once every two weeks to a month it is an asus driver or hardware problem. the read this link from above is http;//www.faultwire.com/solutions-fatal_error/the-system-encountered-an-uncorrectable-hardware-error-0x00000124-*1289.html
I will suggest that he try using Chrome instead of FF and see if he gets the same results.
Thanks to all for your generous help and asking about my surgery. It was a difficult 3.5 hour surgery and I am in a lot of pain but looking forward to the end results.
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Post by budgall on Nov 6, 2019 14:53:05 GMT -5
The link to faultwire.com in your last reply (# 26) offered several potential actions that may help solve the problem. Several mention that overheating could be an issue. I would recommend opening the case and checking the fans and cleaning the dust & dirt. Are all the hardware drivers up to date? Uninstalling the drivers one by one and than reinstalling them should also be considered. I would also continue contacting Asus support and demand a solution to the problem.
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Post by Everton on Nov 7, 2019 8:35:56 GMT -5
This is possibly worth trying
Nirsoft BlueScreenView is a useful tool for deciphering the contents of minidump files created during a crash. I have used it ages ago but not recently. It is suitable for Windows 10 and need no installation, just run the .exe file. If it is a driver fault if will identify the drivers that probably caused the crash.
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paulh
Member
Posts: 85
Former World Start Member: Yes
World Start Name: oddie54
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Post by paulh on Nov 15, 2019 21:20:20 GMT -5
Thanks budgall and Everton for your reply's. On further crunching with my brother (like pulling teeth) he remembered that he had replaced the dvd rom with a dvd rw in his computer recently. I had him go to the ASUS website and download the specific driver for that model number which he put in place of the one that came with it. Do not know if that was the cause, but so far he has not gotten the blue screen again yet. Keeping my fingers crossed.
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