Please help with Windows 8 BSOD tcpip.sys and nrtsknrl.exe & SYSTEM-SERVICE-EXCEPTION

I got a new Toshiba satellite e2Vision AMD running Win8 for Christmas. By today (28th), it has BSOD'ed about 8 times, often whilst I open internet or try to use my network printer. Generally after it restarts it works fine, until I next turn the PC on and try to use IE/Chrome etc.

 

The exception was 2 days ago when it tried to update, finished updating, and got in a cycle of "Configuring updates, which it did about 6 times all the may through from 0 to 100%, doing all the updates over and over. It then BSOD about 8 times, before a System Restore to that morning (before the update commenced)

 

Minidump files are at: http://sdrv.ms/YpdPo0

 

All help appreciated, sooner the better as I need to revise for exams in a week, also my PC is going to update again in a day or two and I don't want the same error to happen again

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Hi Matt,

 

Thank you for posting your query in Microsoft community forums!


It’s unfortunate that you are facing this issue with windows 8.

 

Does the issue occur only while opening IE and using network printer?


Do you receive any error message/code?

 

I would recommend you to follow the below given methods and check if it fixes the issue.



Method1: I would suggest you to perform a Startup Repair from Windows Recovery Environment and then check if this fixes the issue.

Follow the steps mentioned below to perform Startup Repair:

a. Insert the installation DVD or USB and boot Windows 8 from it.

b. Select “Troubleshooting” from the first Window and then select “Advanced Options”.

c. Then select “Automatic Repair” from “Advanced options” window.

d. Follow the On-screen instructions.


Method2: Reset TCP/IP and check if it helps.

a. Press Windows key + X, Select Command Prompt (Admin) and then press ENTER.

b. At the command prompt, type the following command and then press ENTER:

netsh int ip reset c:\resetlog.txt

Note: If you do not want to specify a directory path for the log file, use the following command:

netsh int ip reset resetlog.txt

c. Reboot the computer.


Method 3: If the issue persists then, reset Internet Explorer's settings.

a) Drag the mouse to the bottom right corner and click on search.


b) Click on ‘Settings’ and type ‘Internet Options’


c) Click on Internet Options and click on ‘Advanced tab’

d) Click ‘Reset’ and click ‘OK’.


Note: Please note that running Reset Internet Explorer Settings will reset all user-defined settings including those set by installed extensions, toolbars and other add-ons to IE Defaults. This includes all Security, Privacy and Zone settings. Also this will clear browsing history, delete all temporary Internet Files, cookies, form data and especially all stored passwords.


Also check Event Viewer for the exact error code and cause of the issue.


Please follow this instruction:

a) Press Windows Key+X

b) Click on Event Viewer


c) Check for the error messages in the Log Summary

 

Method4: Run Windows Update troubleshooter to check for the issues with Windows updates.

a) Press Windows + W key on the keyboard.


b) Type troubleshooting in the search tab and press Enter.

c) Click View all on left panel.


d) Click Windows Update, new window will popup.

e) Follow the on screen instruction

 

Hope this information will help you.

 

For any further assistance, reply to us and we will be happy to assist you.

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Also. there are two real-time antivirus software installed, McAfee and Avast, which can lead to severe stability issues.

 

I would suggest to uninstall both McAfee and Avast and, for now, just use Windows 8 built-in antivirus and firewall. 

 

 

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Hi, thanks for the help people. I found a thread (i think on toms hardware.com) which mentioned one of the McAfee drivers being the cause. As I wasn't planning on renewing the free trial anyway, it didn't seem worth keeping it. It's now uninstalled, and as you can tell the internet is working fine now! I can use both chrome and IE without crashing, so it seems fixed. If it happens again I'll try something else, although I had all ready tried resetting WinSock and TCPIP.sys without success. I don't have access to the installation media at the moment anyway.

However, I have still had the SYSTEM_SERVICE_EXCEPTION BSOD twice, both at random times, and immediately preceded by whichever app is open freezing (but the mouse cursor still moves) for a second or two. I will check the event log for those crashes in a moment, but earlier almost all the errors featured the word Kernel.

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Okay, the BSOD seems to have been caused by  Kernel-Power. I don't know whats common, but in the last hour:

Event Type Event ID  Source        Counts (Last Hour)
Critical 41          Kernel-Power   1
Error 215      PrintService      2
370        PrintService      2
1001      DHCPclient       2
                        1001      BugCheck        1
6008      EventLog         1
Warning            6004     WinLogon        1
6005     WinLogon        1
6006     WinLogon        1
                        10002   WLAN-AutoConfig  1

Plus 209 Information and 420 Audit Success.


In the last five days, there were 30 Critical, 692 Errors, 243 Warnings, 6499 Information and 15,312 Audit Success.

In the last 24 hours, 11 Critical, 44 Error, 10 Warning, 1787 Information, 3193 Audit Success.

I would upload he file but i don't know how too: I've never used event viewer before



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Can you provide the latest minidump files, since uninstalling McAfee, via Windows Live SkyDrive?

 

Also, can you provide some more info on the computer, which will include the Event Viewer?:

 

Start > type msinfo32 and click on  msinfo32.exe > File > Save > then save as an .nfo file.

 

Then make the resulting .nfo file available via Windows Live SkyDrive.

 

Also, can you do the following:

 

Start > type eventvwr click on eventvwr.exe > expand "Custom Views" and then right-click

 

"Administrative Events" > select "Save all events in Custom View As" and save as an .evtx file

 

Then make the resulting .evtx file available via Windows Live SkyDrive.

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The error was occuring whenever I tried to use a network, whether wirelessly or with ethernet. However, the computer was connected, and could load part of the test destination in troubleshooter before crashing. Also, I have been receiving emails without a problem, but I haven't been able to reply.

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Sorry about the formatting of that table thing i did. It looked neater when i was typing it out

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I'm uploading the stuff to Skydrive now. It'll be in the same folder as the earlier stuff. Some of the minidumps from today might be before i ditched McAfee, but most are afterwards.

I don't know whats causing it or if its connected, but I just discovered that all of my libraries are coming up with the error "documents.library-ms is no longer working" (replace "documents"
with music/pictures/videosfor the other libraries)

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Its taking a while to upload, so the stuff might not make it onto the skydrive till tomorrow, as i need to disconnect the laptop in a bit

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According to the System Information McAfee appears to be still installed and there is also an Avast driver loaded.

 

Can you confirm that both McAfee and Avast have been uninstalled.

 

 

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Last updated March 24, 2018 Views 3,492 Applies to: