Inspiron

Last reply by 07-15-2022 Solved
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Inspiron 5570 blue screen

Inspiron 5570 bought in 2018, recently started shutting down with blue screen. Got more and more often. Gave the computer to a friend who trouble shoot things like this and he found that there was hardware failure reports indicating the fan was not running correctly. He installed a new fan, new SSD, battery and a clean windows 10 install. It started acting up immediately installing chrome. It was noticed that it seemed to only happen with an external monitor, but eventually showed itself with no monitor as well. 

I am not computer savy, but can execute instructions and search topics. Another post here showed that there was an issue between a dell support assist driver and windows 10. I uninstalled that to try. In the mean time, I noticed there is nothing in the mini dump folder, but there is a problem report: I do not know what to do with this result:

Bradp1779_0-1657223899472.png

The blue screen itself said :Unexpected kernal mode trap

 

Solutions (3)

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4 Beryllium
681


@Bradp1779 wrote:

... Gave the computer to a friend who trouble shoot things like this and he found that there was hardware failure reports indicating the fan was not running correctly. He installed a new fan, new SSD, battery and a clean windows 10 install. It started acting up immediately installing chrome ....Another post here showed that there was an issue between a dell support assist driver and windows 10. I uninstalled that to try. In the mean time, I noticed there is nothing in the mini dump folder, but there is a problem report...


Hi Bradp1779:

What is the version and build of your Windows 10 OS shown at Settings | System | About | Windows Specifications, and is this a Home or Professional edition of Windows 10? After the clean reinstall of Win 10 and fan / SSD replacement did you use Windows Update to update your hardware drivers, or did you use a Dell utility like SupportAssist v3.11.4.29 or Dell Update v4.5.0?

You said "Another post here showed that there was an issue between a dell support assist driver and windows 10. I uninstalled that to try." Do you mean that you re-installed the latest SupportAssist v3.11.4.29 (rel. 23-Jun-2022) after the clean reinstall of your Win 10 OS and then uninstalled one of the hardware drivers that SupportAssist updated? If so, which driver did you uninstall?

The Bucket ID in your problem report image says 0x7f_8_Netwtw04!WPP_SF_ss, and a quick Google search indicates that Netwtw04.sys is the device driver for some Intel WiFi cards.  Go to the Overview tab <here> for the support page for your Inspiron 5570 and enter your unique Service Tag, click on the Drivers & Downloads tab and expand the "Find Drivers" section, and find the recommended BIOS, Intel Chipset Device Software, and WiFi driver versions recommended for your system (Note: if your friend replaced your SSD and didn't use the same make/model of hard drive that shipped with your system you will no longer be able to find the correct firmware update for your SSD using SupportAssist or this support page).   My best guess (which might be wrong) is that the following will be recommended:

  • Dell Inspiron 5570 and 5770 System BIOS v1.9.0 (rel. 25-Apr-2022)
  • Intel Chipset Device Software v10.1.18121.8164 (rel. 25-Mar-2020)
  • Intel 3165 and 7265 Wi-Fi Driver v22.130.0.5 (rel. 23-May-2022)  Note that the "Important Information" section of the Dell update package 25TPP states "After you install this package, the Intel 7265(D0)/3165 WLAN driver version in Device Manager is 19.51.40.1"

Then check and see if these updates are already installed on your system. To find your current BIOS version open a Run dialog box, enter msinfo32 to open your System Information panel and look for the “BIOS Version/Date” field.  To find your current WiFi driver open Device Manager, expand the Network Adapters section, right click on your WiFi / Wireless device, choose Properties, and click on the Drivers tab.  From my Intel 5584, which has a Qualcomm wireless adapter:

Win 10 v21H2 Device Manager Network Adapters Qualcomm QCA9377 Wireless Driver v12_0_0_1118 08 Jul 2022.png

You said that your BSODs are not generating any mini-dump files, but did you run a utility like Nirsoft's BlueScreenView and/or Resplendence's Who Crashed to see if it can analyze the Bug Check (BC) codes of any Windows mini-dump files it might be able to find that were created during your recent BSODs? These utilities only list basic details (filename, product name, file description, and file version) of the suspected driver / module that was loaded in the crash stack at the time of the crash so they aren't as accurate as a detailed Windows Debugger (WinDbg) analysis of your full dump files, but I've used these utilities to successfully diagnose BSODs caused by outdated graphics drivers and other common issues. See the TechGenix article PC Crash Have You Down in the Dumps? Find the Cause from Dump Files for more information about these utilities.

Here are instructions for using Nirsoft's BlueScreenView to output information about your BSODs to a text file:

  1. Download the .ZIP file for BlueScreenView (BlueScreenView.zip for 32-bit OS; BlueScreenView-x64.zip for 64-bit OS) from https://www.nirsoft.net/utils/blue_screen_view.html. Download links are posted <here> at the bottom of that page (see image below).
  2. Unzip the downloaded file (no installation required) and double-click BlueScreenView.exe to run.
  3. When scan is completed, go to Edit | Select All.
  4. Go to File | Save Selected Items and save the report as a text file named BSOD.txt.

Nirsoft BlueScreenView 32-Bit and 64-Bit ZIP Download Link.s 08 Jul 2022png.png

These BlueScreenView .zip files are portable applications (i.e., unlike the full bluescreenview_setup.exe installer, they do do not install a program on your hard drive or create entries in your Windows Registry) so they can be unzipped and run from any location, including a removable USB thumb drive.  To remove the portable build simply delete the BlueScreenView.exe executable and other files that were bundled inside the .zip file.
---------------
64-bit Win 10 Pro v21H2 build 19044.1766 * Firefox v102.0.1 * Microsoft Defender v4.18.2205.7-1.1.19300.2 * Malwarebytes Premium v4.5.10.200-1.0.1709 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update for Windows Universal v4.5.0 * BlueScreenView Portable v1.55 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

View solution in original post

670

Hi Bradp1779:

For now, the most important thing I need to know is if you have recommended BIOS, Intel Chipset Device Software, and WiFi driver versions recommended for your system on the support page <here> for your Inspiron 5570 (see my instructions <above>).  For now don't install those recommended updates if you find the versions currently installed are out of date - just let me know what versions are recommended for your Service Tag and what version are currently installed on your computer.

The latest v3.11.4.29 released on 23-Jun-2022 seems to work fine on my Inspiron 5584, but many users have reported problems with this latest version in the SupportAssist for Home PCs board.  Note that there is also a Dell Update v4.5.0 utility (released 25-Mar-2022) available on the support page for your Inspiron 5570.  I'm not a fan of SupportAssist and it's currently disabled on my system (along with Dell SupportAssist Remediation, also known as SupportAssist OS Recovery) and I prefer to use Dell Update v4.x to check for available update for my Dell software and drivers.

It would be odd if your BSODs weren't generating mini-dump files, so I'm interested to see if BlueScreenView or WhoCrashed can actually find something to analyze. At the moment I suspect your Intel WiFi Netwtw04.sys driver is causing your BSODs, but if BlueScreenView can't find any mini-dump files to analyze (or doesn't point to the actual .sys driver causing your BSODs) you might still have some full dumps files on your hard drive that could be analyzed with the Windows Debugger (WinDbg).
---------------
64-bit Win 10 Pro v21H2 build 19044.1766 * Firefox v102.0.1 * Microsoft Defender v4.18.2205.7-1.1.19300.2 * Malwarebytes Premium v4.5.10.200-1.0.1709 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update for Windows Universal v4.5.0 * BlueScreenView Portable v1.55 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

View solution in original post

5 Rhenium
635

When a critical error is detected in Windows, your computer restarts itself to prevent any further damage.

This is a safety measure that is integrated into Windows. To further analyze the STOP error, we must know the error code and information that is associated with the error.

This information is displayed when you turn off automatic restart. To turn off automatic restart, follow these steps:

  1. Click Start 
     

     

    , then type "advanced system settings."
    The System Properties window appears.
  2. Click the Advanced tab.
  3. Under the Startup and Recovery section, select Settings....
  4. Under System failure, clear the box next to Automatically restart.
  5. Click OK, then click Apply and OK to complete the update.

View solution in original post

Replies (7)
2 Bronze
2 Bronze
696

I ran a windows memory test with no negative results..

 

4 Beryllium
682


@Bradp1779 wrote:

... Gave the computer to a friend who trouble shoot things like this and he found that there was hardware failure reports indicating the fan was not running correctly. He installed a new fan, new SSD, battery and a clean windows 10 install. It started acting up immediately installing chrome ....Another post here showed that there was an issue between a dell support assist driver and windows 10. I uninstalled that to try. In the mean time, I noticed there is nothing in the mini dump folder, but there is a problem report...


Hi Bradp1779:

What is the version and build of your Windows 10 OS shown at Settings | System | About | Windows Specifications, and is this a Home or Professional edition of Windows 10? After the clean reinstall of Win 10 and fan / SSD replacement did you use Windows Update to update your hardware drivers, or did you use a Dell utility like SupportAssist v3.11.4.29 or Dell Update v4.5.0?

You said "Another post here showed that there was an issue between a dell support assist driver and windows 10. I uninstalled that to try." Do you mean that you re-installed the latest SupportAssist v3.11.4.29 (rel. 23-Jun-2022) after the clean reinstall of your Win 10 OS and then uninstalled one of the hardware drivers that SupportAssist updated? If so, which driver did you uninstall?

The Bucket ID in your problem report image says 0x7f_8_Netwtw04!WPP_SF_ss, and a quick Google search indicates that Netwtw04.sys is the device driver for some Intel WiFi cards.  Go to the Overview tab <here> for the support page for your Inspiron 5570 and enter your unique Service Tag, click on the Drivers & Downloads tab and expand the "Find Drivers" section, and find the recommended BIOS, Intel Chipset Device Software, and WiFi driver versions recommended for your system (Note: if your friend replaced your SSD and didn't use the same make/model of hard drive that shipped with your system you will no longer be able to find the correct firmware update for your SSD using SupportAssist or this support page).   My best guess (which might be wrong) is that the following will be recommended:

  • Dell Inspiron 5570 and 5770 System BIOS v1.9.0 (rel. 25-Apr-2022)
  • Intel Chipset Device Software v10.1.18121.8164 (rel. 25-Mar-2020)
  • Intel 3165 and 7265 Wi-Fi Driver v22.130.0.5 (rel. 23-May-2022)  Note that the "Important Information" section of the Dell update package 25TPP states "After you install this package, the Intel 7265(D0)/3165 WLAN driver version in Device Manager is 19.51.40.1"

Then check and see if these updates are already installed on your system. To find your current BIOS version open a Run dialog box, enter msinfo32 to open your System Information panel and look for the “BIOS Version/Date” field.  To find your current WiFi driver open Device Manager, expand the Network Adapters section, right click on your WiFi / Wireless device, choose Properties, and click on the Drivers tab.  From my Intel 5584, which has a Qualcomm wireless adapter:

Win 10 v21H2 Device Manager Network Adapters Qualcomm QCA9377 Wireless Driver v12_0_0_1118 08 Jul 2022.png

You said that your BSODs are not generating any mini-dump files, but did you run a utility like Nirsoft's BlueScreenView and/or Resplendence's Who Crashed to see if it can analyze the Bug Check (BC) codes of any Windows mini-dump files it might be able to find that were created during your recent BSODs? These utilities only list basic details (filename, product name, file description, and file version) of the suspected driver / module that was loaded in the crash stack at the time of the crash so they aren't as accurate as a detailed Windows Debugger (WinDbg) analysis of your full dump files, but I've used these utilities to successfully diagnose BSODs caused by outdated graphics drivers and other common issues. See the TechGenix article PC Crash Have You Down in the Dumps? Find the Cause from Dump Files for more information about these utilities.

Here are instructions for using Nirsoft's BlueScreenView to output information about your BSODs to a text file:

  1. Download the .ZIP file for BlueScreenView (BlueScreenView.zip for 32-bit OS; BlueScreenView-x64.zip for 64-bit OS) from https://www.nirsoft.net/utils/blue_screen_view.html. Download links are posted <here> at the bottom of that page (see image below).
  2. Unzip the downloaded file (no installation required) and double-click BlueScreenView.exe to run.
  3. When scan is completed, go to Edit | Select All.
  4. Go to File | Save Selected Items and save the report as a text file named BSOD.txt.

Nirsoft BlueScreenView 32-Bit and 64-Bit ZIP Download Link.s 08 Jul 2022png.png

These BlueScreenView .zip files are portable applications (i.e., unlike the full bluescreenview_setup.exe installer, they do do not install a program on your hard drive or create entries in your Windows Registry) so they can be unzipped and run from any location, including a removable USB thumb drive.  To remove the portable build simply delete the BlueScreenView.exe executable and other files that were bundled inside the .zip file.
---------------
64-bit Win 10 Pro v21H2 build 19044.1766 * Firefox v102.0.1 * Microsoft Defender v4.18.2205.7-1.1.19300.2 * Malwarebytes Premium v4.5.10.200-1.0.1709 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update for Windows Universal v4.5.0 * BlueScreenView Portable v1.55 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

677

Wow, you are way over my head, but I'll try to dig into what you suggest.

From your first question, it is 10 Pro, 21H2, 19044.1766

As far as the driver, I should have been clearer. I uninstalled the entire dell support assist app. As far as how it was updated upon re-install, I am asking the person that did it, and will get back with that info. I will also ask about the brand SSD installed.

Have not run any utilities yet, but I will this weekend and get back.

Thank you so much for the help!

 

671

Hi Bradp1779:

For now, the most important thing I need to know is if you have recommended BIOS, Intel Chipset Device Software, and WiFi driver versions recommended for your system on the support page <here> for your Inspiron 5570 (see my instructions <above>).  For now don't install those recommended updates if you find the versions currently installed are out of date - just let me know what versions are recommended for your Service Tag and what version are currently installed on your computer.

The latest v3.11.4.29 released on 23-Jun-2022 seems to work fine on my Inspiron 5584, but many users have reported problems with this latest version in the SupportAssist for Home PCs board.  Note that there is also a Dell Update v4.5.0 utility (released 25-Mar-2022) available on the support page for your Inspiron 5570.  I'm not a fan of SupportAssist and it's currently disabled on my system (along with Dell SupportAssist Remediation, also known as SupportAssist OS Recovery) and I prefer to use Dell Update v4.x to check for available update for my Dell software and drivers.

It would be odd if your BSODs weren't generating mini-dump files, so I'm interested to see if BlueScreenView or WhoCrashed can actually find something to analyze. At the moment I suspect your Intel WiFi Netwtw04.sys driver is causing your BSODs, but if BlueScreenView can't find any mini-dump files to analyze (or doesn't point to the actual .sys driver causing your BSODs) you might still have some full dumps files on your hard drive that could be analyzed with the Windows Debugger (WinDbg).
---------------
64-bit Win 10 Pro v21H2 build 19044.1766 * Firefox v102.0.1 * Microsoft Defender v4.18.2205.7-1.1.19300.2 * Malwarebytes Premium v4.5.10.200-1.0.1709 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update for Windows Universal v4.5.0 * BlueScreenView Portable v1.55 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

2 Bronze
2 Bronze
662

I'm having BSOD with SupportAssist version 3.11.4.49 on Dell Inspirion 1564 running windows 10 Pro 21H2.

I have removed SupportAssist software by uninstalling it to resolve BSOD.

Then I've tried to re-install SupportAssist software and the BSOD are back as soon as I install it.

I have removed SupportAssist for now to be able to keep the laptop running.

5 Rhenium
636

When a critical error is detected in Windows, your computer restarts itself to prevent any further damage.

This is a safety measure that is integrated into Windows. To further analyze the STOP error, we must know the error code and information that is associated with the error.

This information is displayed when you turn off automatic restart. To turn off automatic restart, follow these steps:

  1. Click Start 
     

     

    , then type "advanced system settings."
    The System Properties window appears.
  2. Click the Advanced tab.
  3. Under the Startup and Recovery section, select Settings....
  4. Under System failure, clear the box next to Automatically restart.
  5. Click OK, then click Apply and OK to complete the update.
4 Beryllium
588

Hi Bradp1779:

I see Dell employee DELL-Jess L just marked your thread as solved.  Did you actually find a fix for your BSODs, or do you require further assistance?
-----------
64-bit Win 10 Pro v21H2 build 19044.1766 * Firefox v102.0.1 * Microsoft Defender v4.18.2205.7-1.1.19300.2 * Malwarebytes Premium v4.5.11.202-1.0.1716 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update for Windows Universal v4.5.0 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

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