Windows 10: Laptop has random crashes and first BSOD (Orange Screen) - Please Help

Hi guys,
I recently (within the last 4 months) purchased a gaming laptop. Seeing as the MSI brand was getting a lot of good reviews, I searched and found one of there laptops to fit my needs perfectly. The MSI Ghost Pro - 002 looked like a fast and lightweight laptop.
The laptop is great when it works and it works most of the time, however there are these occasional freeze. Pointer/Mouse/trackpad is locked. Sound becomes static/buzzing. No BSODs (until today). No Ctrl+Alt+Delete. Nothing works besides a hard reset.
I should say that these freezes are not a new thing to this laptop that I got. It actually happened within the first couple days of use and has now become more frequent. It use to be maybe once every couple of weeks, and then once a week. But now it has happened on almost a daily basis; however it is not consistent. Luckily, I have yet to encounter it happening more than once a day.

I have already tried calling MSI and seeing what they can do. However, the issue I am running into is that without any definitive causes for the crash, I am not sure if the problem will occur if I send it in for an RMA. They said they cant replace or fix the issue without see the problem and determine what the issue is. That is understandable though, but still frustrating that a new laptop will have this issue.

If anyone can help me solve this problem that would be great.

I have attached the debug file that came with the first crash screen ever today on June 1. I would like to say that it was not a blue screen but an orange screen and it mentioned something about a Video Scheduler Internal Error.

Thank you





:)

 

BSOD need minidump analysed

My laptop running Windows 10 has recently been crashing and BSOD or occasionally the orange screen has appeared. I have the mini dump files of previous crashes and was wondering if anybody could analyse them and advise me on steps to fix the issue.

Thanks

 

Constant Crashing / BSOD

Hey. I've been having issues with my computer crashing or bluescreening. The time inbetween the crashes are random, and the messages in the BSOD's are seemingly random. If you need anything to help ID the problem, please let me know.

Thanks for your time

 

GS60 6QE Ghost Pro(4K) | MSI Global | Laptops - The best gaming laptop provider

Check for any possible update to the intel HD graphics. If it is there, apply it.
(I cannot check because it is showing that the service is temporarily unavailable)

See how it goes. Let us know.
_________________________________________________________________________________________________
Code: BugCheck 119, {1, 452ea, 452eb, ffffe0008791b010} *** WARNING: Unable to verify timestamp for igdkmd64.sys *** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys Probably caused by : dxgmms2.sys ( dxgmms2!VidSchDdiNotifyInterruptWorker+d543 ) Followup: MachineOwner ---------[/quote] Code: Image name: igdkmd64.sys Timestamp: Thu Nov 19 00:58:29 2015 (564CD15D)[/quote]

 

So I just updated the Intel HD 530 and did it via the device manager and locating the display adapter and auto updating from there.

I also went to the main Intel page and it seems like the two drivers do not match. The one that was automatically updated from the device manager and the one i found on the intel support page.

Updated:

Driver Date - 3/23/2016
Version - 20.19.15.4416

Intel page:

Driver Date - 4/29/2016
Version - Beta 15.40.23.4444

Anyways, I dont know if it did anything yet as I really dont have any information but my computer crashing.

Also, I want to mention that the computer is
Amazon.com: MSI GS60 Ghost Pro-002 15.6 Accessories
and not the 4k version.

I am also wondering if you have any clue as to why it was orange screen and not a blue screen?

One last thing (I'm sorry for asking so many questions), do you have any reason as to why a computer would freeze and need a hard reset. No blue screen, just completely frozen, from the mouse to the sound to everything. And the odd thing is it doesnt even show up on any report after you restart it. It seems like windows doesnt even know that it froze and all it knows is that you performed a irregular shut down.

Thank you

 

For a laptop, specially for a laptop with Optimus Technology, it is very strongly recommended that you use the display drivers from the OEM manufacturers website only, and not from anywhere else. Because that will cause more problems.

Is it a solid orange screen, or the screen is having texts and codes there?
Stop 0x119 is a variant of display failure. So some abnormality in display is expected there.

What you said here ......

Some other users of Ghost Pro reported the same situation.

 

The orange screen is basically the BSOD screen but it is orange instead of blue.

From your best guess, would you say my freezing issue that does not involve a BSOD stems from a software or a hardware issue based on the symptoms mentioned?

Thanks for your help!

 

You need to go through some systematic steps to determine the root of the issue.

To nullify the software/driver caused issue, go for a clean reinstall of windows over the factory installation. Dont take any other thing from the manufacturer than the display, network etc drivers. Dont add any program supplied by MSI or any other hardware manufacturer.

Then, if the issue persists, you will have to take some basic hardware tests. But that obviously comes after the clean install.

 

I was able to go to the MSI website today and compare the Intel driver they have posted there and it matches the one that was updated automatically.

I am unsure whether this will fix the issue as the freezes and BSODs are absolutely random. Maybe I have a common thing happening when they occur but, I haven't seemed to notice. I may start taking a notepad and keeping track of what I have open when the freeze and BSODs occur. However, since the Intel HD driver update, the computer has not crashed but I am still wary of the situation as it can easily goes days without occurring before.

I also did check out the BIOS they have posted, and it seems like mine is out of date. Is it important that I update my BIOS?

 

BIOS update has its own risk. If it is not properly done then the process may brick the motherboard. If you dont have previous experiences about BIOS update, I would suggest you to keep away of it for the time being.

First of all, get rid of the factory installation and go for a clean installation of windows.
Windows 10 - Clean Install - Windows 10 Forums

 

Okay, that sounds like a great plan!

I wont be able to venture out for the clean install for now because I need to use this laptop to continue my work and school for now. Once the break approach, I will have more time and be able to do the clean install.

I really appreciate all the help and advice you have given me. The laptop hasnt crashed and hasnt froze since the driver update which is a good sign.

Since I wont be able to follow your recommendation immediately, should I mark this as a solved case?

 

No need to mark this thread as solved at this point. Execute he plan when you can. Let us know the outcome. If the situation demands, further troubleshooting will be needed.

 

Alright, that sounds good! I really appreciate all the help Arc!

 

Update

I just wanted to let you know that since we did the driver update, my laptop has not crash. I will provide another update later, but as of right now, it seems like the outdated intel graphics driver was causing the problem.

I will still proceed with the clean install when I have free time.

Thank you

 

Good news. Let us know for any further issue.