[BSOD] Ntoskrnl.exe / WHEA_UNCORRECTABLE_ERROR on new laptop, please help!

mrfwibbles

Prominent
Jan 9, 2018
3
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510
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Hi,

I'm having an issue with a brand new HP laptop restarting itself at least once per day. It seems to happen completely at random. Event Viewer and BlueScreenView blame Ntoskernl.exe for the restarts, and WhoCrashed tells me that the related error is WHEA_UNCORRECTABLE_ERROR.

I've tried running chkdsk and Memtest, but neither of them found anything wrong. I use Windows Defender for virus protection, and don't have any kind of overclocking in place. Barely anything has been installed or changed on this laptop at all, apart from a few updates that were installed via the HP Support Assistant app.

Could someone please help me to look into what might be causing these crashes?

Minidump zip:
Dropbox link

WhoCrashed report:


Specs:
OS Name Microsoft Windows 10 Home
Version 10.0.16299 Build 16299
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name LAPTOP-0ICVVEFB
System Manufacturer HP
System Model HP Laptop 15-bw0xx
System Type x64-based PC
System SKU 1WQ49EA#ABU
Processor AMD A6-9220 RADEON R4, 5 COMPUTE CORES 2C+3G, 2500 Mhz, 2 Core(s), 2 Logical Processor(s)
BIOS Version/Date Insyde F.20, 01/11/2017
SMBIOS Version 3.0
Embedded Controller Version 27.31
BIOS Mode UEFI
BaseBoard Manufacturer HP
BaseBoard Model Not Available
BaseBoard Name Base Board
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United Kingdom
Hardware Abstraction Layer Version = "10.0.16299.192"
Username LAPTOP-0ICVVEFB\User
Time Zone GMT Standard Time
Installed Physical Memory (RAM) 4.00 GB
Total Physical Memory 3.89 GB
Available Physical Memory 1.57 GB
Total Virtual Memory 4.58 GB
Available Virtual Memory 1.83 GB
Page File Space 704 MB
Page File C:\pagefile.sys
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualisation Enabled in Firmware No
Hyper-V - Data Execution Protection Yes
 

Colif

Titan
Moderator
Can you go to c:\windows\minidump and copy the files here to another folder
Upload the copies from this other folder to a file sharing web site and share a link here.

WHEA = Windows Hardware error Architecture. They are errors called by the CPU but not necessarily caused by it.

Can be caused by over heating
can be caused by overclocking software - remove intel extreme tuning utility if its installed. MSI Afterburner as well.
Remove any overclocks

Dumps will show us more than who crashed can. Its blaming windows which is what crashed but it doesn't tell us why. NTOSKRNL = windows kernel. It handles all driver requests, power management, and memory management. It sits between Hardware and Applications. It got blamed but its not the cause
 

mrfwibbles

Prominent
Jan 9, 2018
3
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510
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I've copied the minidump files to another folder and uploaded them in a zip archive to Uploadfiles.io here.

There is no overclocking software on this machine. I've had a look in Control Panel, and Intel extreme tuning utility and MSI Afterburner are not there (not sure if they ever come pre-installed on anything, but I doubt it).
 

gardenman

Reputable
Herald
Hi, I ran the dump files through the debugger and got the following information: https://pste.eu/p/FBTZ.html

File: 010918-38546-01.dmp (Jan 9 2018 - 12:45:19)
BugCheck: [WHEA_UNCORRECTABLE_ERROR (124)]
Probably caused by: AuthenticAMD (Process: System)
Uptime: 0 Day(s), 0 Hour(s), 00 Min(s), and 08 Sec(s)

File: 010918-36312-01.dmp (Jan 9 2018 - 06:58:23)
BugCheck: [WHEA_UNCORRECTABLE_ERROR (124)]
Probably caused by: AuthenticAMD (Process: System)
Uptime: 0 Day(s), 0 Hour(s), 00 Min(s), and 06 Sec(s)

The dump file didn't contain any BIOS information, which can sometimes indicate an older outdated BIOS. See if there are any BIOS updates for your PC.

I can't help you with this. Wait for additional replies. Good luck.
 

mrfwibbles

Prominent
Jan 9, 2018
3
0
510
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Thanks for that, gardenman.

I did actually install a BIOS update only 2 or 3 days ago, via the HP Support Assistant software that came pre-installed on the machine, but it didn't fix the problem.
 

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