Windows 8 crashes after entering sleep mode

Hi, I just purchased an HP desktop computer (Envy 700-074) and the system crashes after entering sleep mode.  I've attached an image of the error message I've been receiving.  If you could help me resolve this problem that would be wonderful.  Thanks, --Paul
 
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Last updated March 24, 2018 Views 601 Applies to:

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Hi,

In order to assist you, we will need the DMP files to analyze what exactly occurred at the time of the crash, etc.

If you don't know where DMP files are located, here's how to get to them:

 1.    Navigate to the %systemroot%\Minidump folder.
 2.    Copy any and all DMP files in the Minidump folder to your Desktop and then zip up these files.
 3.    Upload the zip containing the DMP files to Skydrive or a hosting site of your choice and paste in your reply.

If you are going to use Skydrive but don't know how to upload to it, please visit the following:

http://www.wikihow.com/Use-SkyDrive

Please note that any "cleaner" programs such as TuneUp Utilities, CCleaner, etc, by default will delete DMP files upon use.

If your computer is not generating DMP files, please do the following:

1. Start > type %systemroot% which should show the Windows folder, click on it. Once inside that folder, ensure there is a Minidump folder created. If not, CTRL-SHIFT-N to make a New Folder and name it Minidump.

2. Windows key + Pause key. This should bring up System. Click Advanced System Settings on the left > Advanced > Performance > Settings > Advanced > Ensure there's a check-mark for 'Automatically manage paging file size for all drives'.

3. Windows key + Pause key. This should bring up System. Click Advanced System Settings on the left > Advanced > Startup and Recovery > Settings > System Failure > ensure there is a check mark next to 'Write an event to the system log'.

Ensure Small Memory Dump is selected and ensure the path is %systemroot%\Minidump.

4. Double check that the WERS is ENABLED:

Start > Search > type services.msc > Under the name tab, find Windows Error Reporting Service > If the status of the service is not Started then right click it and select Start. Also ensure that under Startup Type it is set to Automatic rather than Manual. You can do this by right clicking it, selecting properties, and under General selecting startup type to 'Automatic', and then click Apply.

If you cannot get into normal mode to do any of this, please do this via Safe Mode.

Regards,

Patrick
Debugger/Reverse Engineer.

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Patrick,
  thanks for your prompt reply.  I found two files in my minidump folder; however, I am more of a basic computer user and I can't quite figure out how to use the Skydrive system properly.  The dump files are really quite small--only 274KB each.  Can I somehow send these files in some other fashion?

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Hi, I think I discovered a way to provide you access to the files:

thanks,
Paul

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Paul, that worked, thanks!

The attached DMP files are of the ACPI_BIOS_ERROR (a5) bug check.

This bug check indicates that the Advanced Configuration and Power Interface (ACPI) BIOS of the computer is not fully compliant with the ACPI specification.

BugCheck A5, {1000, 0, 80001000, 25}

1000 = ACPI_BIOS_USING_OS_MEMORY.

ACPI had a fatal error when processing a memory operation region. The memory operation region tried to map memory that has been allocated for OS usage.

This bug check appears generally in these 2 scenarios:

1. BIOS bug / corrupt and needs to be solved with an update or return to manufacturer.

2. Rootkit (not very common).

Given you said the Desktop is brand new, I am going to heavily assume #1 is far more likely.

How to update the BIOS of an HP computer - http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00007682&lc=en&cc=us&dlc=en&product=5371495

Regards,

Patrick
Debugger/Reverse Engineer.

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There are currently no BIOS updates available from HP for my model desktop; I downloaded & installed some of the possibly related updates, since I figured the updates wouldn't hurt.  However, after re-testing my computer, I had the same problem--the system crashed again and closed my open documents and browser.  This is highly frustrating, as I just bought the computer.  I bought this same model yesterday, and after encountering this problem, I exchanged it for a new computer--but, alas, the same problem has occurred again.  Since this is an absolutely new computer, I feel like this should be an easy fix, but since two exact same models have had this problem, perhaps it would be best simply to get a different brand model?
  Any further suggestions would be welcome--I've posted my most recent .dmp report at:http://ge.tt/7AEdSCC1/v/0 

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The latest attached DMP file is still of the same bug check, so getting a refund and an entirely new model is likely your best bet. For reference, I never usually recommend sending a system back unless it's brand new like this and crashing. A brand new out-of-the-box system with no 3rd party antiviruses, etc, should never crash.

Regards,

Patrick
Debugger/Reverse Engineer.

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Thanks for the advice.  Just to be clear: If I return my computer tomorrow, this will be the second return of Company H's desktop.  (I'm trying not to publicly shame any particular company here, so I am just writing Company H.)  Since this is the second time Company H has failed on this exact problem, are you recommending that I simply pick a different company's similar product and go with that?  (In other words: If two of Company H.'s computers, same model, have failed on this point, it's to go with a new Company?)  thanks for your excellent help, Patrick.  --Paul

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Oh, and one final thought: Is it possible that Webroot (which I received for free when I bought my computer) is causing the problem here?  Should I un-install and try again?  

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Not a problem, Paul. It's my pleasure.

I have never seen this problem before (getting a bad BIOS, returning the PC, and then getting ANOTHER bad BIOS). Unless they didn't even BOTHER to replace the system and just gave you the same one (happens very rarely), then the only thing I can imagine is there is a BIOS issue with that model, possibly on certain revisions compared to others.

It's possible, yes. I would recommend removing any bloatware that came with the system (anything entirely unnecessary... like Webroot, HP programs, etc). If you still crash afterwards, you can choose either a 3rd (and hope) or get a full refund and move to a different manufacturer - Dell, etc.

Regards,

Patrick
Debugger/Reverse Engineer.

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Paul, I would like to also just go ahead and let you know a user in this thread here is experiencing the same exact issue (same HP model, etc). What does this say? You can sleep well knowing that this is a problem on HP's part. HP is likely going to have a recall on their hands. Either that or a ton of replacements.

Regards,

Patrick
Debugger/Reverse Engineer.

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