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HELP! XPS crashing constantly
Hi all, new to the community. Really hoping someone can help me out. I'm only about 16mos into owning my XPS and it's already having some issues, which in and of itself is frustrating. As of yesterday it's crashing somewhat regularly, without notice. Sometimes it will restart itself fine, sometimes it loads to Windows startup options, indicating to me a startup failure. Frankly I think it's been going on for quite some time without my realizing it. Periodically I would wake up in the morning and the machine would have restarted itself, but be at the login screen, and not prompt any kind of error message, so I just assumed it was Windows Update or something forcing a shutdown. But today it happened while I was using it, twice, and it happened about 4 times yesterday while I was watching media through Plex, which threw up a red flag.
I went to the event log, and see some ERROR messages, several indicating hardware failure, at/around the times that I roughly recall I had the issue. Aside that though, I can't really decipher what it's telling me, which I'm sure is what I need to know so I can rectify this problem. So far I've run through the ringer with Microsoft already, I would think they would be able to read what their system generates, but apparently that wasn't the case. I'm really just trying to understand what this event log is telling me to focus on, i.e. harddrive, CPU, GPU, etc. I had the Microsoft guy tell me it was RAM or HDD, but he either couldn't or wouldn't quantify his conclusion, i.e. how he got there. Like in saying "event id 123 indicates it's byte 2 of HDD failure..blah blah" or something to that extent, no explanation of thought process. Which doesn't instill a lot of confidence, and I could go through this whole charade of replacing the hard drive and it may not have anything to do with that.
In short, here's my event log, hoping someone smarter than me can tell me what it's saying so I can try and fix. Really hoping that guy was right, cause anything outside of that and I think I'm in big trouble with a huge bill on a relatively new computer.
Log Name: System
Source: Microsoft-Windows-WHEA-Logger
Date: 4/16/2021 1:18:57 PM
Event ID: 1
Task Category: None
Level: Error
Keywords: WHEA Error Event Logs
User: LOCAL SERVICE
Computer: BAG-LAPTOP
Description:
A fatal hardware error has occurred. A record describing the condition is contained in the data section of this event.
Event Xml:
http://schemas.microsoft.com/win/2004/08/events/event">
1
0
2
0
0
0x8000000000000002
31757705
System
BAG-LAPTOP
476
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
I can screenshot or dump anything else that's needed. Thanks in advance.
-Brian
ejn63
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April 16th, 2021 12:00
Hardware diagnostics first: F12 at powerup. Does anything fail the diagnostic?
I suspect this is not hardware in origin. You may want to parse the crash logs with the (free version fine) of Who Crashed:
https://www.resplendence.com/whocrashed
ejn63
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April 16th, 2021 12:00
If you have Panda Security/Antivirus, that's one thing that's crashing. You might try uninstalling it, rebooting and making sure Windows Defender is running.
You really no longer need third-party antivirus software -- Windows 10 Defender does a fine job (you may want to run an antimalware scan periodically with something like Malwarebytes) but many of the third-party antivirus packages now cause far more issues than they prevent.
brian_gandolfo
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April 16th, 2021 12:00
Thank you so much for the quick reply. Here's the parse from WhoCrashed:
Crash Dump Analysis
Crash dumps are enabled on your computer.
Crash dump directories:
C:\WINDOWS
C:\WINDOWS\Minidump
On Fri 4/16/2021 1:16:59 PM your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\Minidump\041621-57000-01.dmp
This was probably caused by the following module: intelppm.sys (intelppm+0x138f)
Bugcheck code: 0x133 (0x0, 0x501, 0x500, 0xFFFFF802432FB320)
Error: DPC_WATCHDOG_VIOLATION
file path: C:\WINDOWS\system32\drivers\intelppm.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: Processor Device Driver
Bug check description: The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL or above. This could be caused by either a non-responding driver or non-responding hardware. This bug check can also occur because of overheated CPUs (thermal issue).
The crash took place in a Microsoft module. The description of the module may give a hint about a non responding device in the system.
On Fri 4/16/2021 1:16:59 PM your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\MEMORY.DMP
This was probably caused by the following module: netio.sys (netio!kfdclassify+0x4c41)
Bugcheck code: 0x133 (0x0, 0x501, 0x500, 0xFFFFF802432FB320)
Error: DPC_WATCHDOG_VIOLATION
file path: C:\WINDOWS\system32\drivers\netio.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: Network I/O Subsystem
Bug check description: The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL or above. This could be caused by either a non-responding driver or non-responding hardware. This bug check can also occur because of overheated CPUs (thermal issue).
The crash took place in a Microsoft module. The description of the module may give a hint about a non responding device in the system.
On Fri 4/16/2021 11:18:23 AM your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\Minidump\041621-27593-01.dmp
This was probably caused by the following module: intelppm.sys (intelppm+0x138f)
Bugcheck code: 0x133 (0x0, 0x501, 0x500, 0xFFFFF8007B4FB320)
Error: DPC_WATCHDOG_VIOLATION
file path: C:\WINDOWS\system32\drivers\intelppm.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: Processor Device Driver
Bug check description: The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL or above. This could be caused by either a non-responding driver or non-responding hardware. This bug check can also occur because of overheated CPUs (thermal issue).
The crash took place in a Microsoft module. The description of the module may give a hint about a non responding device in the system.
On Fri 4/16/2021 12:44:49 AM your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\Minidump\041621-28484-01.dmp
This was probably caused by the following module: nnsnahsl.sys (nnsnahsl+0x1690)
Bugcheck code: 0x133 (0x0, 0x501, 0x500, 0xFFFFF80104EFB320)
Error: DPC_WATCHDOG_VIOLATION
file path: C:\WINDOWS\system32\drivers\nnsnahsl.sys
product: Nano Network Security
company: Panda Security, S.L.
description: Network Activity Hook Server LWF
Bug check description: The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL or above. This could be caused by either a non-responding driver or non-responding hardware. This bug check can also occur because of overheated CPUs (thermal issue).
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nnsnahsl.sys (Network Activity Hook Server LWF, Panda Security, S.L.).
Google query: nnsnahsl.sys Panda Security, S.L. DPC_WATCHDOG_VIOLATION
On Thu 4/15/2021 9:29:20 PM your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\Minidump\041521-26234-01.dmp
This was probably caused by the following module: intelppm.sys (intelppm+0x138f)
Bugcheck code: 0x133 (0x0, 0x501, 0x500, 0xFFFFF80259AFB320)
Error: DPC_WATCHDOG_VIOLATION
file path: C:\WINDOWS\system32\drivers\intelppm.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: Processor Device Driver
Bug check description: The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL or above. This could be caused by either a non-responding driver or non-responding hardware. This bug check can also occur because of overheated CPUs (thermal issue).
The crash took place in a Microsoft module. The description of the module may give a hint about a non responding device in the system.
On Thu 4/15/2021 8:40:24 PM your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\Minidump\041521-26703-01.dmp
This was probably caused by the following module: intelppm.sys (intelppm+0x138f)
Bugcheck code: 0x133 (0x0, 0x501, 0x500, 0xFFFFF807244FB320)
Error: DPC_WATCHDOG_VIOLATION
file path: C:\WINDOWS\system32\drivers\intelppm.sys
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: Processor Device Driver
Bug check description: The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL or above. This could be caused by either a non-responding driver or non-responding hardware. This bug check can also occur because of overheated CPUs (thermal issue).
The crash took place in a Microsoft module. The description of the module may give a hint about a non responding device in the system.
Conclusion
6 crash dumps have been found and analyzed. A third party driver has been identified to be causing system crashes on your computer. It is strongly suggested that you check for updates for these drivers on their company websites. Click on the links below to search with Google for updates for these drivers:
nnsnahsl.sys (Network Activity Hook Server LWF, Panda Security, S.L.)
If no updates for these drivers are available, try searching with Google on the names of these drivers in combination with the errors that have been reported for these drivers. Include the brand and model name of your computer as well in the query. This often yields interesting results from discussions on the web by users who have been experiencing similar problems.
Read the topic general suggestions for troubleshooting system crashes for more information.
Note that it's not always possible to state with certainty whether a reported driver is responsible for crashing your system or that the root cause is in another module. Nonetheless it's suggested you look for updates for the products that these drivers belong to and regularly visit Windows update or enable automatic updates for Windows. In case a piece of malfunctioning hardware is causing trouble, a search with Google on the bug check errors together with the model name and brand of your computer may help you investigate this further.
So looks like a driver issue then....?
I'm kind of covering my bases and in the middle of creating a recovery drive, I'll respond with the hardware diagnostic once this wraps up.
ejn63
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April 16th, 2021 13:00
Intelppm.sys is a power management driver. There are many reports of it crashing -- if you search, you'll find:
https://answers.microsoft.com/en-us/windows/forum/all/intelppmsys-error/879e0f1d-e3ae-4535-8c23-a96533f4ea7e
NetIO.sys is apparently called by some nVidia driver packages, but is not needed:
https://answers.microsoft.com/en-us/windows/forum/windows_10-performance-winpc/netiosys-blue-screen-error-in-win-10/686c8b11-0e2b-40af-acdf-4a708a628c9e
brian_gandolfo
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April 16th, 2021 13:00
Good to know, I got so used to having it in the past I didn't realize it wasn't necessary anymore.... Panda is gone, Windows Defender is all active, and I'll definitely get back into using Malwarebytes more regularly, I'm familiar with that program.
What is the remainder pointing to, in regards to intelppm.sys and netio.sys?
Still waiting on the recovery drive so I can run the hardware diag...
brian_gandolfo
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April 16th, 2021 14:00
Okay, so from what I'm gathering then no definitive fix for either, chalk up to one-offs and just monitor then for recurrence?
And I did the hardware diag, all tests passed.
So perhaps see how things go without the Panda and go from there?