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13 Posts
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50142
April 6th, 2015 02:00
install win 8.1 give error "Your PC ran into a problem and needs to restart, we're just collecting some error info, and then we'll restart for you"
Hi,
Good day.
I have dell latitude E6410 with windows 7 32 bit, I upgraded the RAM from 4 GB to 16 GB the system identify the 16 GB memory in the BIOS, and under windows the system shows that there are 16 GB of RAM installed although it’s using 3.4 GB only (windows is 32 bit).
Now, I want to have a fresh installation of windows 8.1 64 bit, So I inserted the CD and try to boot from it, then the windows blue square appear and the system hangs for 3 minutes and after that the below message will appear and the system will restart.
“Your PC ran into a problem and needs to restart, we're just collecting some error info, and then we'll restart for you”
How can I resolve this issue?
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paulladle
108 Posts
0
April 9th, 2015 10:00
I think you've answered your own questions there, looks like the chipset you have (QM57 express) only supports a maximum of 8GB of RAM and that's likely to be 2x4GB not 1x8GB. Not sure why you'd want 16GB of RAM installed anyway as this only provides significant benefits if using intensive CAD or other high memory use applications and if you are using these that's not the right machine to be using anyway.
DELL-Ravi Ch
9 Technologist
•
7.1K Posts
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April 6th, 2015 03:00
Hi Oracle1977,
I would suggest you to update the BIOS on the computer. Please enter your service tag # on the link below, then download the BIOS required onto the system and install it.
http://dell.to/18r60nI
Also, I would suggest that you run the diagnostics on the computer by following the steps mentioned in the video below and check if there is any issue with the hardware on your system.
http://dell.to/164l6g4
Please let us know if this helps.
Oracle1977
13 Posts
0
April 6th, 2015 06:00
Thanks for the reply.
For item number 1, I will do the first step, but how I know the version of the current BIOS?
For item number 2, I did that but no issues found.
Oracle1977
13 Posts
0
April 9th, 2015 00:00
Hi,
I have updated the bios to the latest version A16 but no luck.
I have checked the frequency of the new ram (8GBX2) found it 12800 Mhrz seems to be this is the reason.
Them I used (8GBX2) with frequency 10600 but still the same issue.
Any ideas?
paulladle
108 Posts
0
April 9th, 2015 01:00
Put your RAM back to the original configuration and try installing Windows 8.1 64 if it works then you can swap the new RAM in. If it fails to install its not the new RAM that's the problem.
Oracle1977
13 Posts
0
April 9th, 2015 08:00
I put the original ram and install windows 8 64 bit, and it got installed, after that I removed the old 4 GB ram and added the 16 GB ram and the system hangs on the blue icon and shuted down, then I removed the one 8 GB and keep it one piece 8 GB but no change same issue...hanged and shut down it self.
Oracle1977
13 Posts
0
April 11th, 2015 23:00
I have returned back the (8BGX2) and got one (4GBX1) with frequency 10600 and It worked :) I ran the "Diagnostic Test" & "Memory Test" and all tests are PASS.
although the original 4GB is Samsung brand and the new 4GB is Zeppelin brand., Should be ok Right?
Thanks
paulladle
108 Posts
0
April 12th, 2015 00:00
It should be OK I've used both mixed and paired memory before and rarely had any issues.