Inspiron 3847 Not Shutting Down - Driver Power State Failure/ VGA Issue

Question

Hello

Firstly apologies for the length of this post.

I have a Dell Inspiron 3847 running Windows 10 64-bit which was an upgrade from Windows 8 last year. The OS build is 10586.218. The version is 1511. It has an Intel Pentuim CPU G3240, 3.10GHZ and 4 GB RAM.

The only USB devices attached are the keyboard and mouse.

I have had no real issues with it until about three weeks ago.

When I click shutdown it often hangs. The monitor goes into sleep mode (the light changes from green to orange) but the hard drive and fan are still spinning. This can go on for minutes and I either have to kill it with the power switch or leave it to carry on then I get a BSOD and it restarts and then seems to shut down fine.

I unfortunately did not do a system restore after the first time as nothing had been updated in some time. Since then the problem has reoccurred every few days. I have now done the following:

I ran a full Dell system scan which indicated no issues
I did a Dell download and driver scan and allowed it to update all drivers and the BIOS it located as out of date
I manually updated the drivers for all devices
I did a full virus scan and a malware scan. There were no issues.
I ran Windows Update multiple times to make sure everything was fully updated. It was.
I ran sfc scannow and there were no issues.
I changed the settings so it was no longer doing a "fast start-up"
After this the problem seemed to have gone away for a few days. Then it started again. I have since:
Done a system restore to the earliest possible date (unfortunately after the first instance of the issue)
Run Windows Update
Troubleshot the hardware and devices which updated drivers. I ran it a second time and it updated drivers again.
Troubleshot the power and it fixed the “problems” of the monitor and hard disk taking too long to go to sleep. I reset the power to defaults. I also troubleshot system maintenance which had no issues.

I have checked the reliability monitor which shows a variety of issues since this started including

A bugcheck with a dump saved. This was after the first time this happened.
BSOD
Hardware problems LiveKernalEvent 144 (this has occurred more than once)
C:\Windows\ImmersiveControlPanel\SystemSettings.exe MoAppCrash
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe MoAppCrash
C:\Windows\System32\dwm.exe APPCRASH
C:\Windows\System32\svchost.exe APPCRASH
C:\Windows\System32\mmc.exe stopped interacting with Windows
I had a look at the dump files created. All of the files have the same errors:

==================================================

Dump File : 050716-15656-01.dmp

Crash Time : 07/05/2016 20:59:32

Bug Check String : DRIVER_POWER_STATE_FAILURE

Bug Check Code : 0x0000009f

Parameter 1 : 00000000`00000004

Parameter 2 : 00000000`0000012c

Parameter 3 : ffffe001`dcb4d040

Parameter 4 : ffffd000`63e7fd00

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+1471f6

File Description :

Product Name :

Company :

File Version :

Processor : x64

Crash Address : ntoskrnl.exe+1471f6

Stack Address 1 :

Stack Address 2 :

Stack Address 3 :

Full Path : C:\WINDOWS\Minidump\050716-15656-01.dmp

Processors Count : 2

Major Version : 15

Minor Version : 10586

Dump File Size : 705,756

Dump File Time : 07/05/2016 21:00:45

==================================================

Filename : PSHED.dll

Address In Stack :

From Address : fffff801`bf630000

To Address : fffff801`bf647000

Size : 0x00017000

Time Stamp : 0x5632d16c

Time String : 30/10/2015 03:09:48

Product Name : Microsoft® Windows® Operating System

File Description : Platform Specific Hardware Error Driver

File Version : 10.0.10586.0 (th2_release.151029-1700)

Company : Microsoft Corporation

Full Path : C:\WINDOWS\system32\PSHED.dll

==================================================

Filename : BOOTVID.dll

Address In Stack :

From Address : fffff801`bf650000

To Address : fffff801`bf65b000

Size : 0x0000b000

Time Stamp : 0x5632d165

Time String : 30/10/2015 03:09:41

Product Name : Microsoft® Windows® Operating System

File Description : VGA Boot Driver

File Version : 10.0.10586.0 (th2_release.151029-1700)

Company : Microsoft Corporation

Full Path : C:\WINDOWS\system32\BOOTVID.dll

==================================================

The Event Viewer has numerous critical events which again are all the same:

Log Name: System

Source: Microsoft-Windows-Kernel-Power

Date: 07/05/2016 21:00:05

Event ID: 41

Task Category: (63)

Level: Critical

Keywords: (70368744177664),(2)

User: SYSTEM

Computer: MainComputer

Description:

The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Event Xml:

schemas.microsoft.com/.../event">

41

3

1

63

0

0x8000400000000002

17150

System

MainComputer

159

0x4

0x12c

0xffffe001dcb4d040

0xffffd00063e7fd00

1

0

Having looked up VGA drivers, I went to the Intel website to update using their driver utility. It indicated an updated version of Graphic Driver for Windows 10 version 15.33.42.4358 but when installing I got an error message saying that my computer didn't meet the minimum requirements for installing the software.

I have since looked at the Events Viewer and the first instance of a failed shutdown was just after the Intel driver was updated. I have therefore rolled it back to the one installed when I first got the computer. The Intel(R) HD Graphics Family had driver version 20.19.0015.4331 from 18 November 2015. I have rolled it back to 10.18.0015.4256 from 17 July 2015.

If this does not work does anyone have any ideas please? This shutdown issue has occurred more than a dozen times now in three or so weeks. The computer is running fine with no other problems but it is very annoying.

Thanks in advance for your help.

RXCGB

DELL-Infant R · Accepted Answer

Hi RXCGB,

Please uninstall the drivers from programs and feature. Use the below links to download and install the drivers.

Dell Inspiron 3647/3847 System BIOS
http://dell.to/1WwxxBl
Intel HD 4000 Series Graphics Driver
http://dell.to/1Nu9obb
Intel Chipset Device Driver
http://dell.to/1OqxMe4
Intel H81 Chipset Device Driver
http://dell.to/1WwxxBl

DELL-Infant R · Accepted Answer

Hi RXCGB,

You're welcome. Thanks for the screenshot, you need not uninstall the any other drivers. You can update the BIOS, Intel Chipset Device Driver and Intel H81 Chipset Device Driver using the links from the previous post.

Please reply if you have any further questions.

DELL-Infant R · Answer

Hi RXCGB,

Thank you for writing to the Dell Community Forum.

If you have added any new hardware please try removing or updating them, check the system in safe mode. In Device Manager Check if any devices are marked with the exclamation point (!). Uninstall the Video driver and then please refer to this link http://dell.to/24ERM0F and install the Intel HD 4000 Series Graphics Driver. Please uninstall and reinstall the Graphic card driver too, if your system is shipped with nVIDIA Geforce GT6XX/7XX/8XX/9XX Series card. Also uninstall and reinstall the Chipset driver on the system.

Please reply if you have any further questions.

RXCGB · Answer

Hello Infant-R

Thanks for the advice.

I am going to see how well it goes with the old driver for a few days (so far so good) and if that fails, I will follow the steps you have indicated and report back.

DELL-Infant R · Answer

Do reply to this community thread so that if there are any more queries we will be glad to assist you.

RXCGB · Answer

Hello

After three or so good days I have had another shut down failure so am going to follow your advice but I am a little unsure what I am uninstalling and googling has not helped.

I have found a Intel Graphics Driver in both Programs and Features and Device Manager. Where would it be best to uninstall from to ensure all of it is deleted or would I need to do something else to ensure there are no residual files causing conflict?

I am unsure where to find the video driver or the chipset drivers.

Looking at my system I do not believe I have a nVIDIA graphics card so I'm good there.

Thanks

RXCGB · Answer

Help! I'm not very confident doing this and I don't want to uninstall something I shouldn't.

Are these the chipset drivers? Should I just right click and uninstall the drivers on each one of them then reinstall from the link or do I need to uninstall the actual chipset and reinstall that. If so how?

I have uninstalled and reinstalled the graphics card driver but still can't find the video driver.

Thanks

RXCGB · Answer

Hello

These are the only Intel items in the programs and features. I have uninstalled the Intel Graphics driver and reinstalled from the link above but I still have no idea where the chipset drivers are.

Thanks for your help and patience!

RXCGB · Answer

Thanks Infant-R. I have installed all of the necessary items and will report back in a week as to whether there have been any more shut down issues.  Thanks once again for your help.

DELL-Infant R · Answer

You're welcome RXCGB :) Do reply to this community thread so that if there are any more queries we will be glad to assist you.

RXCGB · Answer

Hello I have had a week with no shut down issues so, fingers crossed, the problem is solved.  Thank you for your help Infant-R.

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Inspiron 3847 Not Shutting Down - Driver Power State Failure/ VGA Issue

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