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puzzlezaddict's avatar
puzzlezaddict
Hero+
5 years ago

Re: Blue screen & unexpected closure during gameplay

@sophiapreston  I'd like to see the dump files related to these BlueScreens.  Open a File Explorer window and enter C:\Windows in the address bar.  Look for a MEMORY.dmp file; if you see one, right-click on it and select Copy, then right-click on your desktop and select Paste.  Then open the Minidump folder and do the same for the newest three or four files inside.  Zip the files on your desktop together, upload the .zip to a free filesharing site, and link it here.

Please run MemTest86, which is the most thorough test for memory errors.  Here's where to download it (the free version is fine), and instructions for running it.

https://www.memtest86.com/index.html

https://www.overclockersclub.com/guides/memtest86_memory_guide/

If you see any errors, let me know exactly what they say.

Please also download Malwarebytes (the free version is fine as well) and do a custom scan.  Launch it, select Scan in the left panel, then Custom, then Configure, and scan for everything.  It might take a little while.

https://www.malwarebytes.com/mwb-download/

4 Replies

  • sophiapreston's avatar
    sophiapreston
    5 years ago

    Hi,

    Asus are collecting my laptop in the morning for repair, but I would like to keep this thread incase it happens again.

    I really appreciate all your help. I'll keep you updated. Thank you. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @sophiapreston  That sounds like the best plan, to be honest.  With two different kinds of BlueScreens and a laptop that's presumably under warranty, a manufacturer repair is probably in order.

    Please make sure to back up all your data before you send off the laptop.  It's entirely possible that the repair tech will format (erase) the hard drive, so you'd lose everything.  Even if you're provided with a backup copy of your existing data, sometimes it can get corrupted during the transfer, or some files won't be transferred at all.

    If you do need more help at some point, I'll be around.

  • sophiapreston's avatar
    sophiapreston
    5 years ago

    Good morning,

    I have managed to grab the malwarebytes report (linked below) before I send off the laptop today, its getting collected at 2:30-3:30pm.

    I just figured with the machine having warranty and experiencing a total of around 6 or 7 different blue screens and shutting down during gameplay (without crashing) that sending it off for repair or replacement would be the best option.

    Thank you so much for taking your time out to respond to me and help me through the issues I have had, I very much appreciate it.

    Have a great day!

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @sophiapreston  The fact that Malwarebytes didn't find anything just reiterates that you're doing the right thing by sending off the computer to get repaired.  When there are multiple BlueScreens for what appear to be completely different reasons, it's time for a computer tech to examine the system in person.  I had one person in a similar situation who tried to completely reinstall Windows and still got more errors, which should never happen on a new computer.

    I hope this process doesn't take too long and that you get back a fully working laptop.  If you do have any other issues, you know where to find us.

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