Windows 10: Laptop crashing and shutting down when put in sleep mode

Hi,

I'm having a crashing issue with a Toshiba Satellite S855-S5165 laptop. When the computer is put in sleep mode, the screen blacks out and the laptop freezes for ~ 5 minutes. After five minutes the laptop will crash and shutdown, generating a dump file. This happens both on battery and when plugged in. A cursory glance at the dump file indicates that it's a driver problem, but I'm not sure which driver is the culprit.

The laptop originally shipped with Windows 8. It was upgraded to Windows 10 during the free upgrade period. Toshiba's support site doesn't list any Windows 10 drivers for this model. I've installed the newest Windows 8 / Windows 8.1 drivers listed on the support site, but this hasn't fixed the problem. I've also uninstalled all software that appears to be bloatware. The laptop exhibits no significant issues, other than this sleep problem.

Attached is the DM Log Collector zip file. Any assistance you can provide would be appreciated!

:)

 

Shut down or Sleep Mode will cause endless Sleep Mode.

Hello, I am experiencing a problem with my laptop ever since I upgraded it from Windows 8.1 to Windows 10 the day Windows 10 came up, and the problem is still an issue today. Whenever I want to shut down my laptop or put it to Sleep Mode, the screen will
turn completely black and unusable, with the power remaining on, just like when you open your laptop screen when it has been in Sleep Mode before restoring to what you've been doing before.

The problem is when it does occur, it will not "wake up", remaining a black screen unless I shut down it by holding the Power button for about 4 seconds. This problem will occur whenever I put the laptop into Sleep Mode or shut down the laptop. It will lose
all control over all the keys and mouse (expect the Power button), and will remain as if in Sleep Mode even if the screen is open. However, restarting the computer will work perfectly fine...

The only known way to prevent this is to hold down the Power button for about 4 seconds when the laptop is shutting down or activated Sleep Mode by closing the lid. Restarting the computer however allows the laptop to work, so it is just Sleep Mode and shut
down. Very rarely when shutting down, it will work normally, but this will only occur once every 4 months or so, while Sleep Mode hasn't shown to work at all.

 

Lock Screen

I just opened my laptop from sleep mode and it has a picture again on the lock screen. The registry fix worked when I restarted or completely shut down. I often just close the lid to put it into sleep mode instead of shutting down. I know this isn't
a serious issue, but I'm super picky. Any thoughts?

 

The latest dump says ndis.sys is the cause. Not likely as this is a Windows 10 OS module. More likely is your network driver.
You have a Qualcomm Atheros AR8161 PCI-E Gigabit Ethernet Controller (NDIS 6.30). I don't find any Windows 10 drivers for that NIC. The latest is Windows 8.1 X64 here: Download Qualcomm Atheros network driver 2.1.0.21 for Windows 8

You can try it, see if it makes any difference.


The 3/2 2:26PM dump shows a problem with your video card/driver:
Code: BugCheck C4, {2000, fffff80dcac748f1, 0, 20504340} *** WARNING: Unable to verify timestamp for igdkmd64.sys *** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys Probably caused by : igdkmd64.sys ( igdkmd64+648f1 )[/quote] You have a Intel(R) HD Graphics 4000 version 10.18.10.3308 dated 9/15/2013. Try the latest driver here: Downloads for Intel® HD Graphics 4000. There is one dated 5/13/2016 that is worth trying.

 

Ztruker,

Thank you for your assistance.

I've updated the two drivers you listed, but the problem remains. Ndis.sys is still listed as the probable cause. I've uploaded a new DM Log file if you wanted to take a look.

SFC /scannow completes without any errors, and I've run Driver Verifier with /standard /all parameters for 24 hours with no crashes. Do you think a Windows 10 repair install could fix the problem?

 

Are you using Ethernet or Wireless to connect? If wireless, then update the Realtek RTL8188CE Wireless LAN 802.11n PCI-E NIC or at least try uninstalling iot then reinstalling it.

 

I'm using Ethernet at the moment. Uninstalling the Realtek Wi-Fi driver and letting Windows 10 find and install a driver doesn't fix the problem. The Wi-Fi driver available on Toshiba's support site doesn't appear compatible with Windows 10, as I get the "driver not found" yellow triangle in Device Manager when installing it. It doesn't appear that Realtek ever released Windows 10 drivers for this network card.

 

Give this one a try. Not from Realtek but might work. Download Windows 10 x64 drivers for Realtek RTL8188CE Wireless LAN 802.11n PCI-E NIC

 

The installer completes without installing a new driver. "No device for update present" is the reason listed.

 

Rats, I was hoping that would work.
What about changing the Power Options so the power is not dropped for the WiFi in sleep mode?

Attachment 124551

 

Still no change, unfortunately. I also tried disabling both network adapters (Realtek in Device Manager, Athernos LAN in UEFI) with no success.

 

run dm_log_collector again and upload the zip file, let's see if anything different shows.

If not, try enabling Driver Verifier:

===================================================
Driver Verifier is a diagnostic tool built into Windows 10, it is designed to verify both native Microsoft drivers and third party drivers. Driver Verifier's verification process involves putting heavy stress on drivers with the intention of making bad, outdated, incompatible or misbehaving drivers fail. The required result is a BSOD (Blue Screen of Death) which will generate a crash dump for debugging purposes.
Machines exposed to Driver Verifier will run very sluggishly due to the stress being applied to the drivers.

Driver Verifier - Enable and Disable in Windows 10

Pay close attention to

PART TWO

and make sure the correct boxes are checked.

Warning:
It is not advised to run Driver Verifier for more than 48 hours at a time. Disable Driver Verifier after 48 hours or after receiving a BSOD, whichever happens soonest.

Always create a Restore Point prior to enabling Driver Verifier. Enable System Protection if necessary first.

What we're looking for is a verifier generated BSOD with a mini dump that will tell us what driver caused it. If you get a BSOD, rerun dm_log_collector and upload the resulting zip file.

 

Attached is a new DM Log Collector file. I'll try running Driver Verifier with those parameters.

 

Nothing new. Another 0x00009F bugcheck, either while sleeping or when coming out of sleep.

Check to make sure the WiFi power settings do not allow reduced power, only full or max performance.

 

I've set Wifi power settings to "maximum performance" in both plugged in and battery mode. I also unchecked "allow the computer to turn this device off to save power" in Device Manager.

Initially I had issues running Driver Verifier with the suggested settings. Either the computer would freeze at boot, or it would bluescreen at boot with a "Multiple IRP Complete Requests" error message. It didn't generate a dump file, unfortunately. I was finally able to get Driver Verifier to run by booting into safe mode, enabling Driver Verifier, and then completing a normal reboot into Windows. Driver Verifier ran for 44 hours with no crashes or bluescreens before I stopped it. The laptop is still crashing when put into sleep mode, though.