Blue Screen of Death Error

Hello! I am currently having blue screen error for days already. SYSTEM_SERVICE_EXCEPTION. What failed: portcls.sys
Here is a copy of my Minidump files: https://1drv.ms/u/s!Aq8uu-SrR-YsjBOO6YRWsRQWoOC2?e=HIhCnf

Thank you

Additional troubleshooting methods:

Memory tests do not catch all errors such as mismatched memory (possible even for sticks that appear to be identical) and when faster memory is placed in the system behind slower memory. So it is best to also swap sticks in and out to check for those even if all memory tests fail to show a problem.

To test RAM check here - let it run 4+ hours or so - overnight is best. <-- best method
www.memtest.org

MemTestX86 - Test RAM With
http://www.tenforums.com/tutorials/14201-memtes...

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After doing ALL the updates you can, and if the issue continues, then run Driver Verifier.

Driver Verifier can help find some BSOD issues :

Driver Verifier-- tracking down a misbehaving driver.
https://answers.microsoft.com/en-us/windows/for...

Driver Verifier - Enable and Disable in Windows 10
https://www.tenforums.com/tutorials/5470-enable...

Using Driver Verifier to identify issues with Windows drivers for advanced users
http://support.microsoft.com/kb/244617

How To Troubleshoot Driver Problems in Windows Vista or 7. (8/8.1 and 10
are essentially the same).
http://www.winvistaclub.com/t79.html

Using Driver Verifier
https://msdn.microsoft.com/en-us/library/window...

WINKEY + X - RUN - type in -> verifier /reset hit enter to disable

If Driver Verifier creates a minidump upload it and post the link here so we can analyze it.

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Please note that consumer-level troubleshooting software rarely specifies a particular piece of hardware so a lot of close observation is required.

PassMark Burnin Test - Free Trial - note the trial version will only run for 15 minutes and it really needs to be used for many hours. So if you use this you will need to faithfully and quickly restart it every 15 minutes.

PassMark - BurninTest - Free Trial
https://www.passmark.com/products/burnintest/

Running OCCT for Home Use (Free) and the Stress Tests may help indicate a cause.

OCCT - Free for Home use
https://www.ocbase.com/

Running Stress Tests might help indicate a cause - use ALL of these.

PC Stress Test free software for Windows 10
https://www.thewindowsclub.com/pc-stress-test-f...

Here to help,

Rob

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Standard Disclaimer: Those may be non-Microsoft websites. The pages appear to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

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Hi MearahJane, I am Rob, an independent and a 15 time and dual award Microsoft MVP specializing in Windows troubleshooting and Bluescreen analysis. Please remember as independents we are not responsible for the development of Windows or the computer hardware and drivers. If you will work with me I will be here to help until the issue is resolved.

All the DMP files were essentially the same.

BugCheck 3B, {c0000005, fffff806835d714e, ffff8d87fe679330, 0}
*** WARNING: Unable to verify timestamp for RTKVHD64.sys
*** ERROR: Module load completed but symbols could not be loaded for RTKVHD64.sys
Probably caused by : portcls.sys ( portcls!PinPropertyGetAudioBuffer+470e )

All of that points to the RealTek audio/sound drivers.

Further detailed analysis indicated:

ffff8d87`fe678ec8  fffff806`67641b5eUnable to load image \SystemRoot\system32\drivers\mfehidk.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for mfehidk.sys
*** ERROR: Module load completed but symbols could not be loaded for mfehidk.sys  mfehidk+0xa1b5e

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This one may be a little tricky to resolve.

1. Fully uninstall McAfee which is either involved in the cause or is helping to mask the cause. Use only Windows Defender which in Windows 8/8.1 & 10 is a full antivirus.

How to uninstall McAfee Windows security software using the Consumer Products Removal tool
https://service.mcafee.com/webcenter/portal/cp/home/articleview?locale=en-US&articleId=TS101331&fromSearch=true&platform=&_afrLoop=1310321008266208#!%40%40%3F_afrLoop%3D1310321008266208%26articleId%3DTS101331%26centerWidth%3D100%2525%26fromSearch%3Dtrue%26leftWidth%3D0%2525%26locale%3Den-US%26platform%3D%26rightWidth%3D0%2525%26showFooter%3Dfalse%26showHeader%3Dfalse%26_adf.ctrl-state%3Dlebzqc6om_98 

List of anti-malware program cleanup/uninstall tools
http://answers.microsoft.com/en-us/protect/wiki/mse-protect_start/list-of-anti-malware-product-removal-tools/2bcb53f7-7ab4-4ef9-ab3a-6aebfa322f75

Eset - Remove Eset and many other makers/types of antivirus such as McAfee, Symantec/Norton, Avast, and others - also removes many other programs
https://support.eset.com/en/kb3527-eset-av-removerlist-of-removable-applications-and-instructions-to-run-the-tool

Eset - AV Remover - List of removable applications and instructions to run the Eset AV Remover tool program
https://support.eset.com/en/kb3527-eset-av-removerlist-of-removable-applications-and-instructions-to-run-the-tool#removable

2A. Check with ASUStek Support, their online docs, drivers, diagnostics, and ask in their forum about any known issues. Update the BIOS, chipset drivers, and all the major onboard drivers at ASUS and then use the DriverView methods indicated below to check for even newer versions.

ASUS X421JQ - there are newer BIOS and other drivers available. Install them ALL!!!
https://www.asus.com/supportonly/X421JQ/HelpDesk_Download/

BiosVersion = X421JQ.301
BiosReleaseDate = 06/05/2020 <-- current BIOS
SystemManufacturer = ASUSTeK COMPUTER INC.
SystemProductName = VivoBook_ASUSLaptop X421JQ_S433JQ
SystemFamily = VivoBook
BaseBoardManufacturer = ASUSTeK COMPUTER INC.
BaseBoardProduct = X421JQ
BaseBoardVersion = 1.0       
CPUID:        "Intel(R) Core(TM) i5-1035G1 CPU @ 1.00GHz"
MaxSpeed:     1000
CurrentSpeed: 1190

ASUS - Service <-- includes Live Chat  - Chat Icon is on the lower right of page
https://www.asus.com/us/support/Download-Center/
 
ASUStek Support
https://www.asus.com/support/
 
ASUStek Forums are ZenTalk orROG (Republic of Gamers)
ZenTalk
https://www.asus.com/zentalk/portal.php?nocache=1
 
ROG - Republic of Gamers
https://rog.asus.com/forum/?_ga=2.79315284.1301934212.1566869491-425645307.1554009500
 
ASUStek Drivers
https://www.asus.com/us/support/Download-Center/ 

2B. AFTER ALL of 1. & 2A. then run the Intel Driver and Support Assistant.

Intel Driver and Support Assistant <-- run this after checking with System/Motherboard Maker
http://www.intel.com/p/en_US/support/detect?redirector_count=1&

Intel Download Center
http://downloadcenter.intel.com/

Intel - Support
http://www.intel.com/p/en_US/support

Intel - Forums
https://forums.intel.com/s/?language=en_US

3. Now use the DDU method to uninstall and re-install the Nvidia video drivers.

Display Driver Uninstaller - Free
https://www.guru3d.com/files-details/display-driver-uninstaller-download.html

Nvidia - Drivers - Use OPTION 1 to manually enter your driver info to get the most current drivers. 
http://www.nvidia.com/Download/index.aspx?lang=en-us
 
Nvidia Support - check with Support as it could be a known issue
http://www.nvidia.com/page/support.html 

Nvidia Forums - also check for forums as it could be a known issue and/or others likely to have it
http://forums.nvidia.com/

4. AFTER ALL the above then reinstall the latest Realtek Audio drivers that you have found. (Yes, install them again,)

More troubleshooting if needed:

5. Run the memory tests (see methods in the next message).

6. As needed use ALL the methods in the troubleshooters below and in the next message.

7. After ALL the above if needed run Driver Verifier to see if it can indicate a
CAUSE (see Driver Verifier methods in the next message).

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Troubleshoot blue screen errors <-- read this link
http://windows.microsoft.com/en-us/windows-10/troubleshoot-blue-screen-errors

BCCode: 3b    0x0000003b

3b is usually a graphic's driver (display adapter/video driver), other possibilities include but are not limited to antivirus/antispyware/security programs and even memory (mapping).
 
Remove ALL power and reseat all cards, memory, and cables (both ends when possible) - actually remove and replace - do not just snug. Make sure the vents are clear and that the fans are working. Even though the temp is OK do not assume heat can't affect the video, sound, or other system functions if those get too hot. Try adding a small fan blowing into the vents as a test.

BCCode: 3b    0x0000003b  <-- read this link
https://tinyurl.com/8qfo58v

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This utility makes it easy to see which versions are loaded : 

Run DriverView - set VIEW to Hide Microsoft drivers - update those without Dump in their names (and update BIOS and chipset drivers).

DriverView - Free - utility displays the list of all device drivers currently loaded on your system. For each driver in the list, additional useful information is displayed: load address of the driver, description, version, product name, company that created the driver, and more.
http://www.nirsoft.net/utils/driverview.html

For Drivers check System Maker as fallbacks and Device Maker's which are the most current. Right Click the Start Button - Device Manager - Display Adapter - write down the make and complete model of your video adapter - double click - Driver's tab - write down the version info. Now click Update Driver (this may not do anything as MS is far behind certifying drivers) - then Right Click - Uninstall - REBOOT this will refresh the driver stack.

Repeat that for Network - Network Card (NIC), Wifi, Sound, Mouse and Keyboard if 3rd party with their own software and drivers and any other major device drivers you have.

Now go to System Maker's site (Dell, HP, Toshiba as examples) (as rollback) and then Device Maker's site (Realtek, Intel, Nvidia, ATI as examples) and get their latest versions. (Look for BIOS, Chipset, and software updates at System Maker's site while there.)

Download - SAVE - go to where you put them - Right Click - RUN AD ADMIN - 
REBOOT after each installation.

Always check in Device Manager - Drivers tab to be sure the version you are installing actually shows up. This is because some drivers roll back before the latest is installed (sound drivers particularly do this) so install a driver - reboot - check to be sure it is installed and repeat as needed.

Repeat at Device Makers - BTW at Device Makers DO NOT RUN THEIR SCANNER - check manually by model.

Manually look at manufacturer's sites for drivers - and Device Maker's sites.
http://pcsupport.about.com/od/driverssupport/ht/driverdlmfgr.htm

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See additional troubleshooting methods in the next message.

Here to help,

Rob 

------
Standard Disclaimer: Those may be non-Microsoft websites. The pages appear to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

Please let us know the results and if you need further assistance. Feedback definitely helps us help all.

Was this reply helpful?

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Sorry this didn't help.

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Question Info


Last updated April 8, 2021 Views 68 Applies to: