Windows 10: VIDEO_MEMORY_MANAGEMET_INTERNAL error on waking & startup

This started after I updated my Windows 10 to the Creators' Edition in the last week of December.

Each time my laptop wakes from sleep mode, it stays on the welcome screen for a few seconds, before crashing with a BSOD. The error is always VIDEO_MEMORY_MANAGEMENT_INTERNAL. The same happens if I shut down my laptop, and then start it- the first time round, there's a BSOD.

Once the BSOD happens, it stays on the BSOD screen until it 'collects error info'. Then the laptop restarts, and I'm able to log in.

So far I have:
- Updated my Intel(R) HD Graphics and NVIDIA Graphics Drivers from Device Manager
- Uninstalled some of the updates that were installed in the last week of Dec
- Some, not all: There's 2 of them which don't yield the Uninstall option when I right click on them
- Run a security check on Windows Defender, which doesn't come up with any threats
- Run a Malware Bytes full scan, which found some malicious adware. I removed this but the BSOD persists.

Despite all of these steps, the BSOD remains. Would appreciate inputs on what the problem might be (fingers crossed it's a software issue and not hardware!). It's inconvenient as I can't really turn down my laptop lid - as it goes to sleep and up comes the BSOD when I flip the lid back up. Likewise, I have to keep visiting the laptop every 10 or so minutes to make sure it doesn't fall asleep.

I've attached the error log as requested with this thread.

:)

 

computer comes back on after hibernation

Ok, I checked device manager to re-check if magic packets and wake on lan were still off, they are. On a side note to that, a bunch of WAN miniports appeared in device manager for some reason after the latest Windows 10 patch.

On to the command results:

powercfg /A - standby (s3), Hibernate, hybrid sleep, and fast startup are enabled and available. Standby S1, S2, and S0 are not supported.

powercfg /lastwake - wake history count = 1 wake history [0]

wake source count = 1

wake source [0]

type:device

instance path: PCI\VEN_8086&DEV_8C31&SUBSYS_85341043&REV_05\3&11583659&0&A0

friendly name: Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft)

Description: USB xHCI Compliant Host Controller

Manufacturer: Generic USB xHCI Host Controller

powercfg /devicequery wake_armed -

HID Keyboard device (002)

 

computer won't wake up from sleep mode

image shows for me. Have zip folder of events but don't know how to send it.

available on this system: Standby (s3), Hibernate, Hybrid Sleep, Fast Startup

not available s1, S2, S0 low power idle: system firmware does not support this standby

waketimers: command requires administrator privileges and must be executed from elevated command prompt

device query hid compliant mouse

last wake history count 1

wake source count 1

wake source 0

usb\root_hub20\4&1boc2320&0

 

Hello piezoelectron,

I have a feeling no one has replied to your message because there is some concern that you might be avoiding activation for some of the software on your system. It is against forum rules to help when we are suspicious of this.

Please explain why KMSpico is installed.

Code: Rule 4: No piracy or discussion of piracy allowed at all. Such as software, music, videos and other intellectual property violations (e.g. downloading youtube videos locally etc) - it is forum policy that no help shall be given to people who knowingly steal software or services.[/quote]

 

Hi philc43,

As far as I'm aware, I'm using an activated Windows version. This laptop has been in use since 2013- I have purchased it from a certified HP outlet.

If KMSpico is a program that prevents any component of my OS from being activated, I'm happy to uninstall it and proceed with a solution- I do apologise for any non-compliance my initial post may have entailed.

 

It was not Windows I was concerned with - it would be something like Microsoft Office that is being pirated - the forum rules apply to any software. Analysts tend to avoid working on systems where activation is bypassed since we do not know what consequences this has.

If you can remove such software and post new files we can take a further look.

 

Not a problem- I've uninstalled KMSpico and run another diagnostic- please find attached. Hope it's all good now, happy to remove any other programs if these are impeding a solution.

 

Did you completely uninstall the graphics drivers using DDU before installing the latest drivers? The recommended procedure is given below:


Please update the NVidia driver. The best way to do this is to uninstall everything of Nvidia using Display Driver Uninstaller and install new drivers from your Graphics card manufacturer or from the NVidia website. When you do this be sure the "clean install" box is checked and only install the Graphics driver and the PhysX driver.

 

Hi philc43,

First off, sorry for the delay! I have used DDU to clean uninstall my GeForce driver, and downloaded the latest drivers from NVIDIA. However, the BSOD still persists, with the same error codes.

I seem to have eliminated the driver as the cause of this one- your advice on how to proceed would be super helpful. Thanks a lot, and apologies again for the radio silence over the past 2 weeks- had a deadline to meet, and I decided to hold off the reinstall until after!



EDIT: Unless the PhysX driver is now bundled into the Graphics driver for Windows 10, I haven't separately installed it. I found this install page, but it doesn't seem to cover Windows 10.

 

Please use this version of the log collector and post a new zip into this thread:
log collector v2-beta08.zip
For any BSOD please post a new zip into this thread.

 

Will do, here we go! DESKTOP-ADA5SL2 (2018-02-07 03 22).zip

 

I'm wondering if you may have a hardware problem with the graphics card. Is there any way to ensure that it is dust free and the fans are working well? Try the stress test below.






Diagnostic test

GPU TEST


Run Furmark tutorial



Note Run Furmark for around 30 minutes



Warning Your GPU temperatures will rise quickly while Furmark is running. Keep a keen eye on them and abort the test if temperatures rise too high

 

The BSOD mini dump when debugged displayed nvlddmkm.sys or the Nvidia GPU driver.
nvlddmkm.sys Tue Jan 23 16:24:56 2018 (5A67B638)

The logs displayed additional problems that may have involved the Intel GPU: igdkmd64.sys
igdkmd64.sys Mon Jun 29 20:09:49 2015 (5591EC5D)
Another hardware driver had BSOD in the past 30 days: netr28x
netr28x.sys Fri May 29 06:26:59 2015 (55684D03)


Maybe the mini dump is only displaying the Nvidia GPU driver and a memory dump would display other misbehaving drivers?

1) Open file explorer > this PC > C: > in the right upper corner search for: C:\windows\memory.dmp > zip > post into the thread

Crash dump found at C:\WINDOWS\MEMORY.DMP
Creation date: 02/05/2018 23:35:06
Size on disk: 650 MB

2) Check the HP website for a BIOS upgrade: Version/Date Insyde F.19, 24/11/2014
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support






Code: 06/02/2018 11:55 Windows Error Reporting Fault bucket LKD_0x141_Tdr:6_IMAGE_igdkmd64.sys_GEN7.5_0_BBHANG, type 0 Event Name: LiveKernelEvent Response: Not available Cab Id: 63755400-251d-4e25-84a6-cab07b831d89 Problem signature: P1: 141 P2: ffff858ea94b74a0 P3: fffff80589ff65e0 P4: 0 P5: 2d80 P6: 10_0_16299 P7: 0_0 P8: 256_1 P9: P10: Attached files: \\?\C:\WINDOWS\LiveKernelReports\WATCHDOG\WATCHDOG-20180206-1723.dmp \\?\C:\WINDOWS\TEMP\WER-64159328-0.sysdata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC624.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC653.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC700.tmp.txt \\?\C:\Windows\Temp\WER6F56.tmp.WERDataCollectionStatus.txt These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_141_5ac11ef14071be410bb49573d5b2be52f1f656e_00000000_cab_2d80802d Analysis symbol: Rechecking for solution: 0 Report Id: b9f49d9e-f542-4b8a-8d31-b602ecec8813 Report Status: 268435456 Hashed bucket:[/quote] Code: 08/01/2018 14:37 Windows Error Reporting Fault bucket 0x888_netr28x!LoadAndesFW, type 0 Event Name: BlueScreen Response: Not available Cab Id: 28a6d019-087e-4299-b9ca-3e8a86ce1639 Problem signature: P1: 888 P2: 0 P3: 0 P4: 0 P5: 0 P6: 10_0_16299 P7: 0_0 P8: 256_1 P9: P10: Attached files: \\?\C:\WINDOWS\Minidump\010818-29453-01.dmp \\?\C:\WINDOWS\TEMP\WER-425546-0.sysdata.xml \\?\C:\WINDOWS\MEMORY.DMP \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDD72.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDE8B.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDF38.tmp.txt These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_888_74706f182cb44a4ae9b4999f72e77effb819a262_00000000_cab_207f7397 Analysis symbol: Rechecking for solution: 0 Report Id: 22d7bb03-1847-41b0-8950-0c2e532f9a6c Report Status: 268435456 Hashed bucket:[/quote] Code: netr28x Ralink 802.11n Extensible Wireless Driver c:\windows\system32\drivers\netr28x.sys Kernel Driver Yes Manual Running OK Normal No Yes[/quote] Code: Name [00000001] Mediatek MT7630E 802.11bgn Wi-Fi AdapterAdapter Type Ethernet 802.3Product Type Mediatek MT7630E 802.11bgn Wi-Fi AdapterInstalled YesPNP Device ID PCI\VEN_14C3&DEV_7630&SUBSYS_197C103C&REV_00\4&29F554C7&0&00E5Last Reset 05/02/2018 23:34Index 1Service Name netr28xIP Address 192.168.1.5, fe80::59:7dab:7b3:e96bIP Subnet 255.255.255.0, 64Default IP Gateway 192.168.1.1DHCP Enabled YesDHCP Server 192.168.1.1DHCP Lease Expires 03/01/1970 04:15DHCP Lease Obtained 02/01/1970 04:15MAC Address ‪FC:4D4:50:A7:38‬Memory Address 0xB5500000-0xB55FFFFFIRQ Channel IRQ 4294967288Driver c:\windows\system32\drivers\netr28x.sys (5.0.57.0, 2.42 MB (2,537,984 bytes), 29/09/2017 19:11)[/quote] Code: Name Intel(R) HD Graphics FamilyPNP Device ID PCI\VEN_8086&DEV_0A16&SUBSYS_198C103C&REV_09\3&11583659&0&10 Adapter Type Intel(R) HD Graphics Family, Intel Corporation compatible Adapter Description Intel(R) HD Graphics Family Adapter RAM 1.00 GB (1,073,741,824 bytes) Installed Drivers igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll Driver Version 10.18.15.4248 INF File oem11.inf (iHSWM_w10 section) Color Planes Not Available Color Table Entries 4294967296 Resolution 1366 x 768 x 40 hertz Bits/Pixel 32 Memory Address 0xB5000000-0xB53FFFFF Memory Address 0xC0000000-0xCFFFFFFF I/O Port 0x00006000-0x0000603F IRQ Channel IRQ 4294967293 I/O Port 0x000003B0-0x000003BB I/O Port 0x000003C0-0x000003DF Memory Address 0xA0000-0xBFFFF Driver c:\windows\system32\drivers\igdkmd64.sys (10.18.15.4248, 5.98 MB (6,270,416 bytes), 20/10/2017 22:11)[/quote] Code: Name NVIDIA GeForce GT 740MPNP Device ID PCI\VEN_10DE&DEV_1292&SUBSYS_21B0103C&REV_A1\4&9980CA4&0&00E4 Adapter Type GeForce GT 740M, NVIDIA compatible Adapter Description NVIDIA GeForce GT 740M Adapter RAM (2,147,483,648) bytes Installed Drivers C:\WINDOWS\System32\DriverStore\FileRepository\nvhmi.inf_amd64_cd05c0587bf6b344\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhmi.inf_amd64_cd05c0587bf6b344\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhmi.inf_amd64_cd05c0587bf6b344\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhmi.inf_amd64_cd05c0587bf6b344\nvldumdx.dll Driver Version 23.21.13.9077 INF File oem6.inf (Section008 section) Color Planes Not Available Color Table Entries Not Available Resolution Not Available Bits/Pixel Not Available Memory Address 0xB3000000-0xB3FFFFFF Memory Address 0xA0000000-0xB1FFFFFF Memory Address 0xB0000000-0xB1FFFFFF IRQ Channel IRQ 4294967289 Driver c:\windows\system32\driverstore\filerepository\nvhmi.inf_amd64_cd05c0587bf6b344\nvlddmkm.sys (23.21.13.9077, 16.68 MB (17,493,824 bytes), 05/02/2018 23:24)[/quote]

 

Hi both,
@zbook: Tried attaching the file here, but I suspect it's too large to be attached here (original's 650MB, .zip's 117MB). I've uploaded it to Google Drive- if it works with you, it can be accessed here. Will look into BIOS upgrades later today and post an update here.

@philc43: Will run the GPU test today and update right away!

 

The mini dump only displayed 1 misbehaving graphics driver.
The memory dump displayed 2 misbehaving graphics drivers.

nvlddmkm.sys Tue Jan 23 16:24:56 2018 (5A67B638)
igdkmd64.sys Mon Jun 29 20:09:49 2015 (5591EC5D)



Perform the following steps:
1) If you have already uninstalled and reinstalled the Nvidia GPU then only update the Intel graphics driver
2) If you have not already uninstalled and reinstalled the Nvidia GPU then use DDU to uninstall all graphics drivers and reinstall Nvidia and Intel GPUs.

These are the HP sources for the drivers:

Nvidia:
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

Intel:
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

3) If you only need to update the Intel GPU then you can download this driver from the HP website.
Updating a driver: Updating a driver. - Microsoft Community

4) It is likely that only the Intel GPU will be checked with Furmark unless you are able to open the BIOS and turn off Optimus.



5) Run memtest86+ version 5.01 for at least 8 passes.
Memtest86+ - Advanced Memory Diagnostic Tool
This may take hours so plan to run it overnight.
a) Please make sure you use the Memtest86+ version 5.01 with the link below.
Memtest86+ - Advanced Memory Diagnostic Tool
The testing is done not by time but by passes.
The more passes the better.
There are a significant number of false negatives if fewer than 8 passes are made.
A false negative is a test pass when there is malfunctioning RAM.
There is 4 GB of RAM on the computer.
Memtest86+ version 5.01 testing takes approximately 1 - 2 hours /GB RAM
Just 1 error is a fail and you can abort testing.
b) When Memtest86+ has completed 8 or more passes use a camera or smart phone camera to take a picture and post an image into the thread.
Memory problems. - Microsoft Community
MemTest86+ - Test RAM BSOD Tutorials