Jump to content
Sign in to follow this  
mariegodard1

Kernel Power

Recommended Posts

Hi, I'm a french girl so I don't speak very well english :/

I have kernel power problems with my computer and I don't find solutions to solve them.
The kernel power error I have is this : no matter what I'm doing on my computer (seeing movie, listening musik, studying on pdf or nothing at all), it restarts alone without warning and without a BSOD.
I made several scans of my computer (with bitdefender, with MBAM and with windows defender) but no virus was found.
I don't go on porno websites or streaming websites. I don't download movies or musik.

I bought my pc in october 2017 :

Acer Aspire A315-21-66HG
Processor : AMD A6-9220 RADEON R4.5 COMPUTE CORES 2C+3G  2.50 Ghz
RAM : 4.00 Go
System : 64-bit operating system, x64-based processor
Windows edition : W10 family version 1709
Operating system version : 16299.192
Anti-virus : Windows defender
Anti-malware : MBAM version 3.3.1.2183 with pack composants 1.0.262 and update pack 1.0.3949

In November, there was a first Kernel Power error and I made a factory reset but that hadn't solve the problem so I sent back my computer to the seller who made this :
"Les " Kernel power" sont liés à des fichiers manquants ou endommagés,
--> de multiples fichiers endommagés trouvés avec SFC /scannow et impossible de faire une restauration système, ( fichiers requis
manquants).
Installation win10 OEM et pilotes puis maj windows - ok
Test OCCT GPU pendant 3 heures - RAS
Test OCCT CPU pendant 4 heures - RAS
Test de stabilité système avec AIDA64 + Furmark + lancement d'une requête ping infinie sur notre point d'accès WIFI pendant 23 heures -
RAS
Aucune coupure ni redémarrage détectés.
Système fluide et stable."

After that and for a week I had no problem, but in january the same kernel power error re-appeared so I create a bootable file from an USB drive and re-install windows. Just after the installation a kernel power issue occured, and same thing the following morning (that was the 27 january 2018). The same day (27 janvier) there was the big problem with MBAM so I uninstalled it and installed Bitdefender (the free trial) to cover my computer.
I re-installed MBAM in the following days and contact MBAM support to know if it was possible for MBAM to conflict with windows and cause all the problems. The MBAM's team ask me to download MB-support and they found that there was a conflict between MBAM and Bitdefender so I uninstalled Bitdefender.

So far and since the 28 I had not had kernel power issue. But this morning, while I had just turned on my computer, a new kernel power issue occured !

Sincerely I am totaly lost. Please, help me :'(

 

Regards,
Marie

 

Oh and sorry for all the spelling and grammar mystakes..

mb-check-results.zip

Edited by mariegodard1

Share this post


Link to post
Share on other sites

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. Download FRST and save it to your desktop
      Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

Share this post


Link to post
Share on other sites

Hello @mariegodard1

I noticed some errors from BitDefender but based on logs it is not fully or properly installed. Could you run this removal tool to fully clean it up, and you may reinstall it, if you wish. Make sure to back up any license keys (if it was purchased) 

Get Removal Tool From Here

 

Could you also get a few dump logs for us to look over?

To get crash dumps, do the following:

  1. Go to C:\Windows\Minidump
  2. Copy one or two latest dumps (see date created or modified)
  3. Paste them on your Desktop
  4. Right click the dumps once they are on the Desktop and go to "Send to" > "Compressed"
  5. Once they are zipped up, you can use a service like www.wetransfer.com to upload the logs and attach them. (They may be too big to attach to the forum directly)

 

Share this post


Link to post
Share on other sites

Hello,

I don't understand, I already have uninstalled BitDefender. Do I have to re-uninstalled with the removal tool ?

 

There was just one file in Minidump so I compressed it and attached it in this post.

021418-11625-01.zip

Edited by mariegodard1

Share this post


Link to post
Share on other sites

Yes, please run one of the uninstallers(that match the version you had installed). I still see errors coming from BitDefender, based on the logs provided. 

I will look over the attached dump log.

 

Thank you

Share this post


Link to post
Share on other sites

Could you check for "memory.dmp" inside C:\Windows, that should be the full dump. Usually a pretty large file but that'll have a lot more details for us to look over. 

Share this post


Link to post
Share on other sites

Were you able to run removal tools for BitDefender?

Also, do the following: 

  1. Open Start Menu (Windows logo), and type in "Control Panel"
  2. Go to System and Security
  3. Click on System
  4. Click on "Advanced system settings" (on the left side)
  5. Click on "Settings" under "Start up and Recovery"
  6. Under "Write debugging information", change to "Complete Memory Dump" using the drop down menu
  7. Ensure "Dump file" field is set to "%SystemRoot%\MEMORY.DMP"
  8. Hit OK

Wait for the crash to occur, there will be a "MEMORY.DMP" file in C:\Windows, upload it for us. 

Share this post


Link to post
Share on other sites

@mariegodard1 

Those logs won't have what we need. You'll have to follow the steps I gave you and wait for the issue to occur again. Also, do look into removing BitDefender as that could be the issue you are experiencing. 

 

Thanks

Share this post


Link to post
Share on other sites
7 minutes ago, mariegodard1 said:

Can I use it

Sure but don't go deleting things.  ;)

Share this post


Link to post
Share on other sites

Hello @mariegodard1

Few things to verify--

  • Were you able to run the BitDefender removal tool as suggested above? 
  • The crash dumps that this computer is generating don't seem to have too many details. The error code suggests a hardware issue but I'd like to confirm that with a more detailed crash.
    • Do you have a "memory.dmp" file in your "C:\Windows" directory? (It won't be a folder, but a file)
      • If you do have this file, could you upload it for a more detailed analysis

Thanks!

Share this post


Link to post
Share on other sites

@mariegodard1

We'll hold off on deleting those BitDefender folders.

As far as test made by the seller, I am not sure what kind of tests were made to make that call. I am just going based on the error code that the computer is throwing out.

 

Could you get me a fresh set of FRST logs, I want to see if anything changed after running the BitDefender clean up as well as file structure and errors:

Create and obtain Farbar Recovery Scan Tool (FRST) logs

  1. Download FRST and save it to your desktop
    Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  3. Press the "Scan" button
  4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions

 

Thanks!

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
Sign in to follow this  

  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.