UNEXPECTED_STORE_EXCEPTION BSOD in dell g3 3590 when resuming from hibernation

A

anniyan

Well-known member
Joined
May 23, 2020
Posts
55
hi, i am a newbie here.

i bought a new laptop in september 2019. it is a dell g3 3590. i have a habit of opening lots of tabs in cent browser for reading and then hibernate the laptop and resume the reading the next day. this was going fine in my old laptop. but in my new laptop, everytime it resumes from hibernation under the above circumstances, a BSOD occurs. i checked online about the stop code and some links say that MCAFEE might be the reason. i am not sure about this. reinstalling the OS thrice or changing the motherboard or reinstalling/updating the graphics driver did not help. i have set windows 10 to create a complete dump everytime a BSOD occurs as you can see in this screenshot:

memory dump settings.png

(around 8GB of dump files as per cleanmgr.exe). please help me identify the cause for sure, and suggest me an appropriate solution.



· OS - Windows 10 version 1909 build 18363.778
· x64 (64-bit)
· Windows 10 version 1903 was the originally installed OS on the system
· OS is an OEM version (came pre-installed on system)

· System Manufacturer : DELL
· Exact model number : g3 3590

· SPECCY Summary:

Operating System
Windows 10 Home 64-bit
Computer type: Notebook
Installation Date: 30-03-2020

CPU
Intel Core i5 @ 2.40GHz 51 °C
Coffee Lake 14nm Technology

RAM
8.00GB

Motherboard
Dell Inc. 0XHJ4R (U3E1) BIOS version 1.10.0

Graphics
Generic PnP Monitor (1920x1080@60Hz)
Intel UHD Graphics 630 (Dell)
NVIDIA (Dell) 51 °C
SLI Disabled

Storage
476GB BC501 NVMe SK hynix 512GB (RAID (SSD))

Optical Drives
No optical disk drives detected

Audio
Realtek Audio
 

Attachments

Only 1 memory dump in the uploaded Sysnative reports
It dates from April 28, 2020
Have you had BSOD's more recently? If so, do you know what happened with the memory dumps?

Only 9 Windows Update hotfixes installed (most other systems have more)
Please check (as MrPepka also asks) Windows Update to ensure that you have ALL available updates

Your BIOS/UEFI version 1.10.0 dates from March of 2020.
While this is probably the latest version, it never hurts to check the Dell support website for your model to ensure it is the latest available version
While at the Dell webiste, be sure to update your chipset drivers (if needed) and any other drivers/utilties that may need it.

Hundreds (if not thousands) of NahimicSvc32.exe errors in the WER section of the MSINFO32 report.
Nahimic is some sort of audio software. FYI - it was recently acquired by SteelSeries
I suggest uninstalling the Nahimic software ASAP!

The lone memory dump is a STOP 0x154 error that blames "hardware_disk"
To test the hard drive:
- With system off, press Power On button
- immediately tap on F12 to access the one-time boot menu
- use the arrow keys to highlight the Diagnostics entry and press Enter
Dell Diagnostic Tools to Diagnose and Fix Hardware Problems on Your Dell PC, Tablet or Servers | Dell US
Test the hard drive and let us know the results (FYI - SSD tests aren't the most accurate, but they're better than nothing!)

Please update these older drivers. Links are provided in order to assist you with looking up the source of the drivers.
If unable to find an update, please uninstall the program that is responsible for that driver.

DO NOT manually delete/rename the driver as it may make the system unbootable!!!:

teamviewervpn.sys Thu Dec 13 01:22:09 2007 (4760F9C1)
TeamViewerVPN Network Adapter TeamViewer Windows Download for Remote Desktop access and collaboration
https://www.sysnative.com/drivers/driver.php?id=teamviewervpn.sys

DBUtil_2_3.Sys Mon Nov 2 21:14:51 2009 (4AEFBC4B)
Unknown Dell utility/service
DBUtil_2_3.Sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.

ambakdrv.sys Tue Dec 25 00:46:35 2012 (50D967EB)
Aomei BackUpper driver Download Freeware or Try 30 Days Free Trial - AOMEI Backupper
https://www.sysnative.com/drivers/driver.php?id=ambakdrv.sys

ammntdrv.sys Tue Dec 25 00:46:37 2012 (50D967ED)
Aomei BackUpper driver Download Freeware or Try 30 Days Free Trial - AOMEI Backupper
https://www.sysnative.com/drivers/driver.php?id=ammntdrv.sys

amwrtdrv.sys Tue Dec 25 00:46:38 2012 (50D967EE)
Aomei BackUpper driver Download Freeware or Try 30 Days Free Trial - AOMEI Backupper
https://www.sysnative.com/drivers/driver.php?id=amwrtdrv.sys

ICCWDT.sys Tue Sep 19 04:15:40 2017 (59C0FC5C)
IIntel(R) Watchdog Timer Driver Drivers & Software
https://www.sysnative.com/drivers/driver.php?id=ICCWDT.sys

AWCCDriver.sys Sat Oct 28 14:51:22 2017 (59F4FBDA)
Most likely the Dell Alienware Command Center
AWCCDriver.sys - this driver hasn't been added to the DRT as of this run. Please search Google/Bing for the driver if additional information is needed.
 
many thanks for the quick responses. firstly pardon my ignorance. and please dont mistake my language to be impolite, as i am not a native speaker.

yesterday i had a BSOD when the laptop was resuming from hibernation. i do not know where to look for the dump-files. but there is a 7.8GB memory.dmp in c:\windows\ and i dont know how i can upload it coz i am on a metered connection.

currently KB4497165 and KB4556799 are being detected as not installed yet, and hence i am trying to install them now. and i will update the drivers and BIOS ASAP.

Nahimic came preinstalled with the laptop and there is no entry for it in the control panel, and i hence dont know how to uninstall it. i noticed that NahimicSvc32.exe was continuously creating crashdumps at C:\Users\std\AppData\Local\CrashDumps causing the mouse pointer to alternate between normal and busy; it was annoying and hence i set the nahimic service to 'manual' start from services.msc with admin privileges and stopped it. before this, in a separate folder, i have made a copy of around 25 dmp files created by NahimicSvc32.exe if you would like to look into them.

i will do the SSD test and report back ASAP.

i have updated teamviewer and uninstalled aomei backupper for the time-being. btw, should i download and install this:
Download Intel® NUC Watchdog Timer Driver

and how should i update DBUtil_2_3.Sys and AWCCDriver.sys ?

btw, i have a hunch that MCAFEE might be the reason, but not sure.
 
i have installed both the KB's successfully and no more windows updates are available. dell supportassist tells me that all the drivers and BIOS are up-to-date. the DELL advanced test shows "all tests passed" for SSD. kindly guide me further. thanks in advance.
 
Set a System Restore Point, then
disable the Nahimic service in services.msc
then rename nahimicservice.exe to nahimicservice.BAD (It's located in C:\Windows\System32\nahimicservice.exe)
and, then rename NahimicSvc32.exe to NahimicSvc32.BAD (It's located in C:\Windows\syswow64\NahimicSvc32.exe
EDIT: this may cause some errors in the Event Viewer about Nahimic not working - they're safe to ignore for now.

DO NOT rely solely on the Dell Update Assistant when having problems (it's ok to use it when the system is working normally).
Manually check for updates

I have seen many, many problems with McAfee in the past. As such, I try not to subject people to my "knee-jerk" reaction (GET RID OF IT!!!).
But, if you suspect it, try uninstalling it using the McAfee Removal Tool: Antivirus Software and Internet Security For Your PC or Mac | McAfee
Ensure that Windows Defender is updated and working after you uninstall McAfee.

If you can't update DBUtil with Dell Update, then we'll have to see if we need to disable/remove it manually (but not just yet)
As for AWCCDriver.sys - do you have the Alienware Control Center installed?
If so, uninstall it. If not, we'll let it go for now.
 
i created a restore point and disabled that service, then tried to rename those files, but could not. no error message though. i am attaching a screenshot of the location of nahimic's files inside c:\windows\
nahimic.png

i am yet to do the other things you have suggested. meanwhile please tell me where to look for the smaller dump-files that i can upload here. that may tell what exactly is the cause of the problem.

and should i download and install this?
Download Intel® NUC Watchdog Timer Driver
 
Check and see if the system is still spitting out Nahimic errors (after rebooting).
I found them in the WER section of the MSINFO32 report.
There's no need to rename them if the errors have stopped.

The smaller dump files (minidumps) are in C:\Windows\Minidump
Youj may have to copy them to the Desktop in order to zip them up.

I don't think the Intel NUC is the proper one for your system.
Maybe try this one? Microsoft Update Catalog
Set a System Restore point before doing this one also!
 
C:\Windows\Minidump has only 1 memory dump from April 28, 2020. i dont know what happened with the recent memory dumps. should i change the settings in the dialog box seen in my 1st screenshot, so as to create smaller memory dumps instead of the big memory.dmp file?

BTW, how to check if the system is getting nahimic errors? there are no crashdumps created in C:\Users\std\AppData\Local\CrashDumps after i disabled that service.

Microsoft Update Catalog - this link has 303 results. i dont know which one is appropriate for my system.

1.10.0 is the latest BIOS version in Dell support website.

i have updated all the drivers present at support.dell.com pertaining to my service tag.

yes, i have alienware command center installed. should i uninstall it?

should i do a report collection again and upload it?
 
the BSOD occurred again. here is the corresponding event log, if this can help me. also, please tell me what settings to set in the STARTUP AND RECOVERY dialog box so that dumps which can be uploaded to you will be created.
 

Attachments

Hi. . .

usasma is not currently available.

There was only one dump in your post #1 attachment. Set your dump/system crash setting from full kernel dump to "automatic". This will create a full kernel dump plus a minidump. The system will save up to 50 minidumps, but the full kernel is written over each time.

To start with - get rid of McAfee -
Code: 
mfeaack.sys  Tue Jan  7 07:52:51 2020 (5E14A953)
mfeavfk.sys  Tue Jan  7 07:48:12 2020 (5E14A83C)
mfefirek.sys Tue Jan  7 07:49:31 2020 (5E14A88B)
mfehidk.sys  Tue Jan  7 07:47:22 2020 (5E14A80A)
mfencbdc.sys Wed Dec 18 01:21:59 2019 (5DF9EFB7)
mfeplk.sys   Tue Jan  7 07:52:58 2020 (5E14A95A)
mfewfpk.sys  Tue Jan  7 07:47:35 2020 (5E14A817)

Use the McAfee Removal Tool if available - [KB146] Uninstallers (removal tools) for common Windows antivirus software

anniyan said:
...reinstalling the OS thrice or changing the motherboard or reinstalling/updating the graphics driver did not help.
Click to expand...

The manufacturer changed the motherboard?

I would contact them again and keep pestering them as your warranty only has a very few months left.

Regards. . .

jcgriff2
 
Last edited:
yeah, DELL examined the system through remote support and thought that the graphics card might be the source of the problems (around 10 problems in a new laptop!). since the graphics card was attached to the motherboard, they changed the motherboard and asked me to check if the problems persisted. 3 of the problems got solved after the replacement. DELL is not sure as to what the cause of the BSOD problem is. they tried to solve the problem(s) through online sessions, but in vain. then they asked me whether i want to continue the remote support or take the laptop to the nearest authorized service-center. i, being fed-up with months of repeated online-troubleshooting replied that i would get this fixed in the DELL authorized service center. but i could not take it there yet, because of the lockdown in India. my warranty expires in November 2020 :(

btw here are screenshots from dell-support-assist application in my laptop.bsod3.png and bsod1,2.png

and as per your advice, i have set the crashdump creation options to this:crashdump_options.png

regarding uninstalling mcafee livesafe (unlimited devices for 1 year), it came pre-installed with the laptop for a charge of $35, and i dont know how to get the installer for the same, in case i need it in the future. can i know if uninstalling it will solve the BSOD problem?

many thanks in advance. sincere regards.
 
You should probably have a McAfee account: go to McAfee website, log in to your account, then search and check if you have the possibility to download the McAfee livesafe installer.
And if you have your credentials: license Key, in particular.
 
Contact Dell and ask them if they will extend the warranty due to the COVID-19 lockdown.

I would actually demand a new system.

Regards. . .

jcgriff2
 
thanks a lot for the inputs @xilolee and @jcgriff2.
Contact Dell and ask them if they will extend the warranty due to the COVID-19 lockdown.
Click to expand...
i will surely do that.
I would actually demand a new system.
Click to expand...
i dont know if they would give a new laptop, but i will try asking. many thanks, sir.

i was a bit held up recently and could not find time to uninstall mcafee. i will uninstall immediately. meanwhile, while i was browsing today (NOT when resuming from hibernation), another type of BSOD occurred. i am attaching the zip of the logs by the SysnativeBSODCollectionApp. can you please look into it and tell me what the reason is? is it an isolated incident or the indication of any defect? many thanks in advance.
 

Attachments

There doesn't appear to any new dump files in the .zip you attached. Did you run the file collection tool again?
 
thanks for looking into those logs. @x BlueRobot yes, i ran the file collection tool again, but it seems that the dumps were not created newly as @jcgriff2 pointed out. i guess i have to wait for the next time. meanwhile i will email DELL and ask them what @jcgriff2 has advised me to ask.
 
ok, i will do that sir. and i have not uninstalled mcafee yet, coz if mcafee is the source of the problem, then it would be indicated in the logs. thanks a ton.
 
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