Computer will not restart

Fuzeee · Sep 15, 2016

Hi,

This problem persisted for awhile with my computer not restarting. It is able to boot into the OS from complete shutdown or sleep, but it just can't restart for some reason.
When initiated a restart, the computer shows the restarting screen, before the screen turn off with the hdd activity indicator still blinking and then awhile later the indicator also stops blinking and it just stops there. With power light but nothing on the screen and no power to my peripherals that are connected.
For some reason, I cant seem to generate the PERFMON output it just keeps saying "Collecting data for 60 seconds..." but I have been running it for the past 15 minutes.

Please advice as I can't restart my computer at all

· OS - Windows 10 Enterprise x64
· What was original installed OS on system? - Windows 10 Home x64
· Is the OS an OEM version (came pre-installed on system) or full retail version (YOU purchased it from retailer)? - OEM Version
· Age of system (hardware) - 6 months
· Age of OS installation 6 months, reinstalled to enterprise edition to use with my institution.

· CPU - i7 6700HQ
· Video Card - GTX 950M

· System Manufacturer - Clevo Chassis but rebranded to Aftershock PC
· Exact model number - Clevo N550RC

· Laptop

xilolee · Sep 15, 2016

Hi Fuzeee. :welcome:

Create a new windows user (Control Panel\User Accounts\User Accounts\Manage Accounts) with a local account (without the Microsoft account, because this is just for test).
Sign out from your current user, sign in the new user and try to restart your machine.

Let us know what happened...

Fuzeee · Sep 15, 2016

Hello,

I decided to go another path and I went ahead and reformatted my computer. Hope this should fix the problem.
Thanks for your help anyways!

MichaelB · Sep 15, 2016

Fuzeee said:
Hello,

I decided to go another path and I went ahead and reformatted my computer. Hope this should fix the problem.
Thanks for your help anyways!

Not the badest idea :lol:

The Reason:
you had two Antivirusprograms running
Since Redstone 2 (you are an Insider) is your PC crashing with 0x124 WHEA blameing the CPU but the real reason
was for sure
Image path: \??\C:\Users\16021864\AppData\Local\Temp\gkernel.sys
and that is malware which is whiped out now :hysterical:

Fuzeee · Sep 15, 2016

MichaelB said:
Fuzeee said:

Hello,

I decided to go another path and I went ahead and reformatted my computer. Hope this should fix the problem.
Thanks for your help anyways!

Click to expand...

Not the badest idea :lol:

The Reason:
you had two Antivirusprograms running
Since Redstone 2 (you are an Insider) is your PC crashing with 0x124 WHEA blameing the CPU but the real reason
was for sure
Image path: \??\C:\Users\16021864\AppData\Local\Temp\gkernel.sys
and that is malware which is whiped out now :hysterical:

Hello,
Yeap, I used to have 2 antivirus running on my computer before it caused me problems with my VGA out on my laptop and blamed intel hd graphics driver for the crash. Someone analyzed my dump files and pointed it out to me and hence I fixed the problem.

Any idea what is gkernel.sys? Would like to know more about it :)

MichaelB · Sep 15, 2016

> Yeap, I used to have 2 antivirus running on my computer before it

was visible within that dmp.

> Any idea what is gkernel.sys? Would like to know more about it :)

a legitimated file, with Certificate, therefore no antivirusprgrm stumbles about but malware is using the same Lib just for that reason.
use google to search for pls.

Fuzeee · Sep 15, 2016

MichaelB said:
> Yeap, I used to have 2 antivirus running on my computer before it

was visible within that dmp.

> Any idea what is gkernel.sys? Would like to know more about it :)

a legitimated file, with Certificate, therefore no antivirusprgrm stumbles about but malware is using the same Lib just for that reason.
use google to search for pls.

Hello,

Thanks for your help. Hope there is no problem after reformatting and will report back if there is still any problem

Fuzeee · Sep 23, 2016

MichaelB said:
Fuzeee said:

Hello,

I decided to go another path and I went ahead and reformatted my computer. Hope this should fix the problem.
Thanks for your help anyways!

Click to expand...

Not the badest idea :lol:

The Reason:
you had two Antivirusprograms running
Since Redstone 2 (you are an Insider) is your PC crashing with 0x124 WHEA blameing the CPU but the real reason
was for sure
Image path: \??\C:\Users\16021864\AppData\Local\Temp\gkernel.sys
and that is malware which is whiped out now :hysterical:

Hello,
I formatted my computer to Windows 10 Home, for a few days without any BSODs happening. But to use with my institution, I have to format it back to Windows 10 Enterprise and once I formatted back to Enterprise, the black screen problem came back again, where I sleep my computer but when I try to wake the PC, the computer hence then black screens without waking up. Then I have to force it to turn off and it also creates a dump file.
My institution also installs Symantec Endpoint Protection v12.1.6 which i suspect may be the issue.

Attached is the latest data I collected with the Sysnative Collection app.

MichaelB · Sep 23, 2016

Hi,

the same as before when you where going with
BUILD_VERSION_STRING: 10.0.10586.0 (th2_release.151029-1700)

WHEA_UNCORRECTABLE_ERROR (124)

a hardware failure, one CPU got a hickup

Code:

===============================================================================
Section 2     : x86/x64 MCA
-------------------------------------------------------------------------------
Descriptor    @ ffffe000ab688138
Section       @ ffffe000ab6882c0
Offset        : 664
Length        : 264
Flags         : 0x00000000
Severity      : Fatal

Error         : [COLOR=#ff0000]Internal unclassified (Proc 3 Bank 4[/COLOR])
  Status      : [COLOR=#ff0000]0xba00000011000402  // valid MCI_Status[/COLOR]

the MCi_STATUS proves it as an acknowledged hardware problem, highest Bit set.

not really an Idea what caused that, but you should at least flash your outdated Bios, there is fixed a lot
N550RC BIOS Update

unsure if its Norton / Symantecs Endpoint protection but you can ask your admin to test without for stability.

Fuzeee · Sep 23, 2016

Hello,
Does this mean my CPU has a problem or is it caused by a faulty program or driver.

My computer is from Aftershock (AFTERSHOCK PC - Custom Gaming Notebooks) and not from Eluktronics hence I think I shouldn't flash that.

MichaelB · Sep 23, 2016

Fuzeee said:
Hello,
Does this mean my CPU has a problem or is it caused by a faulty program or driver.

My computer is from Aftershock (AFTERSHOCK PC - Custom Gaming Notebooks) and not from Eluktronics hence I think I shouldn't flash that.

the Dump states, CPU-fault, can u read?
also in the past you had WHEA Errors with releases i suggest internal ring.
wherever your laptop is from, the mainboard however is right (customized i know), get a newer bios and for the next dumps a memory.dmp might be required to see more.

Fuzeee · Sep 23, 2016

Hello,
Yea I could see its cpu fault. Just wanting to make sure it isn't anything else.

What's internal ring?

Fuzeee · Sep 23, 2016

I have attached the memory.dmp in a zip file from the last BSOD.

MEMORY.zip - Google Drive

MichaelB · Sep 26, 2016

Thanks.

same as before

Code:

Descriptor    @ ffffe000ab688138
Section       @ ffffe000ab6882c0
Offset        : 664
Length        : 264
Flags         : 0x00000000
Severity      : Fatal

Error         : [COLOR=#ff0000]Internal unclassified (Proc 3[/COLOR] Bank 4)
  Status      : 0xba00000011000402

the active CPU is waiting from response of cpu #3

Code:

KSHARED_READY_QUEUE fffff80116f39680: (00) ****------------------------------------------------------------
SharedReadyQueue fffff80116f39680: Ready Threads at priority 8
    THREAD ffffe000aa8d3080  Cid 0cc4.0e34  Teb: 000000148d9a9000 Win32Thread: ffffe000b34c0230 READY on processor 80000002
    THREAD ffffe000b2dad680  Cid 04b8.0d6c  Teb: 000000c6f906d000 Win32Thread: ffffe000b315bcf0 READY on processor 80000001
    THREAD ffffe000b2dd8040  Cid 0a48.0ce0  Teb: 0000000000266000 Win32Thread: 0000000000000000 READY on processor 80000001
    THREAD ffffe000b356a3c0  Cid 04b8.04bc  Teb: 000000c6f9017000 Win32Thread: ffffe000b3572950 READY on processor 80000002
    THREAD ffffe000ac250080  Cid 1d54.2bdc  Teb: 000000000027e000 Win32Thread: ffffe000b312ed90 READY on processor 80000001
    THREAD ffffe000b18bc080  Cid 0a30.2418  Teb: 0000002ee6b1b000 Win32Thread: ffffe000b2edabd0 READY on processor 80000002
    THREAD ffffe000b38a2800  Cid 05e0.05e4  Teb: 0000006b42f1f000 Win32Thread: ffffe000b385b0f0 READY on processor 80000002
    THREAD ffffe000abfba800  Cid 2ae0.2a28  Teb: 0000002343f69000 Win32Thread: 0000000000000000 READY on processor 80000000
    THREAD ffffe000b3849680  Cid 04f0.0578  Teb: 000000fcd2658000 Win32Thread: ffffe000aacb9dc0 READY on processor 80000001
    THREAD ffffe000abe23400  Cid 04f0.2428  Teb: 000000fcd26ba000 Win32Thread: 0000000000000000 READY on processor 80000003
    THREAD ffffe000abbeb040  Cid 0bd4.25ec  Teb: 0000009d3d4f3000 Win32Thread: ffffe000b3e5e380 READY on processor 80000002
    THREAD ffffe000b4ebe080  Cid 19c4.236c  Teb: 000000000074f000 Win32Thread: 0000000000000000 READY on processor 80000001
    THREAD ffffe000b3596080  Cid 051c.0558  Teb: 000000f71dc24000 Win32Thread: ffffe000b6b0ded0 READY on processor 80000003
    THREAD ffffe000b3a62080  Cid 04f0.0648  Teb: 000000fcd267a000 Win32Thread: 0000000000000000 READY on processor 80000003
    THREAD ffffe000af646800  Cid 1d54.20e0  Teb: 00000000003b1000 Win32Thread: ffffe000b2c016f0 READY on processor 80000000
    THREAD ffffe000b2ca0800  Cid 1d5c.2aa4  Teb: 0000000000e2a000 Win32Thread: 0000000000000000 READY on processor 80000000
    THREAD ffffe000b39e6080  Cid 04b0.0464  Teb: 0000006b8c963000 Win32Thread: 0000000000000000 READY on processor 80000000
    THREAD ffffe000b4b39040  Cid 04b0.1e64  Teb: 0000006b8c9cd000 Win32Thread: 0000000000000000 READY on processor 80000003
SharedReadyQueue fffff80116f39680: Ready Threads at priority 7
    THREAD ffffe000b3cb6800  Cid 0004.0b7c  Teb: 0000000000000000 Win32Thread: 0000000000000000 READY on processor 80000001
Processor 0: Ready Threads at priority 12
    THREAD ffffe000b31b1040  Cid 0004.186c  Teb: 0000000000000000 Win32Thread: 0000000000000000 READY on processor 0
Processor 0: Ready Threads at priority 8
    THREAD ffffe000ae1ff040  Cid 0004.012c  Teb: 0000000000000000 Win32Thread: 0000000000000000 READY on processor 0
Processor 1: No threads in READY state
Processor 2: No threads in READY state
Processor 3: Group Scheduling Queue

    Scb: ffffe000b49e95d8 Rank: 1 OQHistory: 0000000555555555
    GenCycles: 0 LTCycles: 0, MinTarget: 1555200000, MaxTarget: 1555200000, RankTarget: 0
    nt!_KSCB ffffe000b49e95d8: Ready Threads at priority 8
        THREAD ffffe000ac75f800  Cid 197c.1d20  Teb: 00000045cc695000 Win32Thread: ffffe000ac6ea980 READY on processor 3
KSHARED_READY_QUEUE ffffd000a7d86680: (00) ----****--------------------------------------------------------
SharedReadyQueue ffffd000a7d86680: Ready Threads at priority 9
    THREAD ffffe000ac14e080  Cid 1d54.2a50  Teb: 0000000000278000 Win32Thread: ffffe000abba4950 READY on processor 80000004
SharedReadyQueue ffffd000a7d86680: Ready Threads at priority 8
    THREAD ffffe000b31f7080  Cid 176c.1b80  Teb: 00000000003b2000 Win32Thread: ffffe000b45ba940 READY on processor 80000006
    THREAD ffffe000ac98b040  Cid 0004.010c  Teb: 0000000000000000 Win32Thread: 0000000000000000 READY on processor 80000004
    THREAD ffffe000ac5f0080  Cid 2ae0.2b70  Teb: 0000002343f57000 Win32Thread: ffffe000ac5d09d0 READY on processor 80000007
    THREAD ffffe000abf1b800  Cid 2ae0.2344  Teb: 0000002343f55000 Win32Thread: ffffe000b58fb240 READY on processor 80000005
    THREAD ffffe000b357e080  Cid 04b0.0508  Teb: 0000006b8c941000 Win32Thread: ffffe000b06c8360 READY on processor 80000007
    THREAD ffffe000b3960080  Cid 05e0.0708  Teb: 0000006b42f3b000 Win32Thread: ffffe000af64d3d0 READY on processor 80000007
    THREAD ffffe000b3f79040  Cid 0870.0c34  Teb: 000000a0c21d9000 Win32Thread: 0000000000000000 READY on processor 80000004
    THREAD ffffe000af55c080  Cid 234c.1a00  Teb: 00000000003e4000 Win32Thread: 0000000000000000 READY on processor 80000004
    THREAD ffffe000ab1b5080  Cid 0a40.1724  Teb: 000000000028d000 Win32Thread: 0000000000000000 READY on processor 80000007
    THREAD ffffe000b32ad800  Cid 1e18.1f10  Teb: 00000000003eb000 Win32Thread: ffffe000abbc7630 READY on processor 80000004
    THREAD ffffe000b312e080  Cid 176c.18cc  Teb: 0000000000392000 Win32Thread: ffffe000b2eb7060 READY on processor 80000006
    THREAD ffffe000b3ca1380  Cid 0760.0a7c  Teb: 000000534a524000 Win32Thread: 0000000000000000 READY on processor 80000006
    THREAD ffffe000b3a39080  Cid 0760.0590  Teb: 000000534a502000 Win32Thread: ffffe000b3d248d0 READY on processor 80000004
    THREAD ffffe000af4cf080  Cid 05e0.187c  Teb: 0000006b42ed4000 Win32Thread: ffffe000afae3490 READY on processor 80000006
    THREAD ffffe000abe64080  Cid 05e0.1484  Teb: 0000006b42eea000 Win32Thread: ffffe000b16df860 READY on processor 80000005
    THREAD ffffe000ab151080  Cid 05e0.24b0  Teb: 0000006b42ed2000 Win32Thread: ffffe000b3df62b0 READY on processor 80000004
    THREAD ffffe000ab1e0800  Cid 04b0.22c4  Teb: 0000006b8c9c1000 Win32Thread: ffffe000abdf1180 READY on processor 80000007
    THREAD ffffe000b555a080  Cid 0584.0640  Teb: 000000eab9f0a000 Win32Thread: ffffe000b22d44b0 READY on processor 80000006
    THREAD ffffe000ab2ed800  Cid 05e0.1cec  Teb: 0000006b42e22000 Win32Thread: ffffe000afb08480 READY on processor 80000004
    THREAD ffffe000b3ca5080  Cid 0a48.0a4c  Teb: 000000000032a000 Win32Thread: ffffe000b3bf8800 READY on processor 80000006
    THREAD ffffe000abb8e080  Cid 0418.22b8  Teb: 000000af211f1000 Win32Thread: 0000000000000000 READY on processor 80000007
    THREAD ffffe000b3e5a080  Cid 0418.06fc  Teb: 000000af211f7000 Win32Thread: 0000000000000000 READY on processor 80000004
    THREAD ffffe000abe73800  Cid 0584.28c8  Teb: 000000eab9ee2000 Win32Thread: 0000000000000000 READY on processor 80000007
    THREAD ffffe000aa89a780  Cid 0584.0dc8  Teb: 000000eab9e98000 Win32Thread: 0000000000000000 READY on processor 80000004
Processor 4: Group Scheduling Queue

    Scb: ffffe000b49e9770 Rank: 2 OQHistory: 0000000555555555
    GenCycles: 803270 LTCycles: 0, MinTarget: 1555200000, MaxTarget: 1555200000, RankTarget: 77760000
    nt!_KSCB ffffe000b49e9770: Ready Threads at priority 8
        THREAD ffffe000b487e800  Cid 197c.14ac  Teb: 00000045cc64f000 Win32Thread: ffffe000b32cc620 READY on processor 4
Processor 5: No threads in READY state
Processor 6: No threads in READY state
Processor 7: No threads in READY state

by the way, your bios is not updated at least in this dump.

Computer will not restart

Fuzeee

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xilolee

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Fuzeee

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MichaelB

Sysnative Staff, BSOD Kernel Dump Senior Analyst

Fuzeee

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MichaelB

Sysnative Staff, BSOD Kernel Dump Senior Analyst

Fuzeee

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Fuzeee

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MichaelB

Sysnative Staff, BSOD Kernel Dump Senior Analyst

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MichaelB

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Fuzeee

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MichaelB

Sysnative Staff, BSOD Kernel Dump Senior Analyst