Share via

Blue screen report - refresh rate issue - laptop screen won't revive after sleep related?

Anonymous
2024-06-21T21:24:38+00:00

here's the error log/s - i'd love to be able to fix this issue. i can't put my laptop on sleep so all my power settings have to stay as display on always. pretty sure this is why. sorry the formatting is a mess.

OS Name Microsoft Windows 10 Pro

Version 10.0.19045 Build 19045

Other OS Description Not Available

OS Manufacturer Microsoft Corporation

System Name DRAGONEYE

System Manufacturer ASUSTeK COMPUTER INC.

System Model ROG Strix G733QSA_G733QSA

System Type x64-based PC

System SKU

Processor AMD Ryzen 9 5900HX with Radeon Graphics, 3301 Mhz, 8 Core(s), 16 Logical Processor(s)

BIOS Version/Date American Megatrends International, LLC. G733QSA.331, 2/24/2023

SMBIOS Version 3.3

Embedded Controller Version 0.80

BIOS Mode UEFI

BaseBoard Manufacturer ASUSTeK COMPUTER INC.

BaseBoard Product G733QSA

BaseBoard Version 1.0

Platform Role Mobile

Secure Boot State Off

PCR7 Configuration Elevation Required to View

Windows Directory C:\Windows

System Directory C:\Windows\system32

Boot Device \Device\HarddiskVolume3

Locale United States

Hardware Abstraction Layer Version = "10.0.19041.3636"

User Name ******

Time Zone Pacific Daylight Time

Installed Physical Memory (RAM) 32.0 GB

Total Physical Memory 31.4 GB

Available Physical Memory 25.5 GB

Total Virtual Memory 36.2 GB

Available Virtual Memory 29.9 GB

Page File Space 4.75 GB

Page File C:\pagefile.sys

Kernel DMA Protection On

Virtualization-based security Not enabled

Device Encryption Support Elevation Required to View

Hyper-V - VM Monitor Mode Extensions Yes

Hyper-V - Second Level Address Translation Extensions Yes

Hyper-V - Virtualization Enabled in Firmware Yes

Hyper-V - Data Execution Protection Yes

refresh rate error log: Log Name: Application Source: RefreshRateService Date: 6/21/2024 1:54:32 PM Event ID: 0 Task Category: None Level: Error Keywords: Classic User: N/A Computer: DragonEye Description: Failed in handling the PowerEvent. The error that occurred was: System.NullReferenceException: Object reference not set to an instance of an object. at MonitorRefreshRateService.MonitorRefreshRateService.OnPowerEvent(PowerBroadcastStatus powerStatus) at System.ServiceProcess.ServiceBase.DeferredPowerEvent(Int32 eventType, IntPtr eventData). Event Xml: http://schemas.microsoft.com/win/2004/08/events/event"> 0 0 2 0 0 0x80000000000000 17771 Application DragonEye Failed in handling the PowerEvent. The error that occurred was: System.NullReferenceException: Object reference not set to an instance of an object. at MonitorRefreshRateService.MonitorRefreshRateService.OnPowerEvent(PowerBroadcastStatus powerStatus) at System.ServiceProcess.ServiceBase.DeferredPowerEvent(Int32 eventType, IntPtr eventData).

windows error log: Log Name: Application Source: Windows Error Reporting Date: 6/21/2024 1:54:34 PM Event ID: 1001 Task Category: None Level: Information Keywords: Classic User: N/A Computer: DragonEye Description: Fault bucket , type 0 Event Name: BlueScreen Response: Not available Cab Id: 0 Problem signature: P1: ef P2: ffffe30b781340c0 P3: 0 P4: 0 P5: 0 P6: 10_0_19045 P7: 0_0 P8: 256_1 P9: P10: Attached files: \?\C:\Windows\Minidump\062124-12312-01.dmp \?\C:\Windows\TEMP\WER-14187-0.sysdata.xml \?\C:\Windows\MEMORY.DMP \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4DC2.tmp.WERInternalMetadata.xml \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4DD2.tmp.xml \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4DE1.tmp.csv \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4E11.tmp.txt These files may be available here: \?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_ef_c7ac835e1dfd16e449c26eeae9fa66d3f7cb16_00000000_cab_3c65ac22-224d-4a5c-8879-1101a8be0a12 Analysis symbol: Rechecking for solution: 0 Report Id: cfdd3fcb-691f-4b43-95b3-d351d4dc7928 Report Status: 4 Hashed bucket: Cab Guid: 0 Event Xml: http://schemas.microsoft.com/win/2004/08/events/event"> 1001 0 4 0 0 0x80000000000000 17772 Application DragonEye 0 BlueScreen Not available 0 ef ffffe30b781340c0 0 0 0 10_0_19045 0_0 256_1 \?\C:\Windows\Minidump\062124-12312-01.dmp \?\C:\Windows\TEMP\WER-14187-0.sysdata.xml \?\C:\Windows\MEMORY.DMP \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4DC2.tmp.WERInternalMetadata.xml \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4DD2.tmp.xml \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4DE1.tmp.csv \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4E11.tmp.txt \?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_ef_c7ac835e1dfd16e449c26eeae9fa66d3f7cb16_00000000_cab_3c65ac22-224d-4a5c-8879-1101a8be0a12 0 cfdd3fcb-691f-4b43-95b3-d351d4dc7928 4 0

Windows for home | Windows 10 | Performance and system failures

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

13 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Lester Bernard Reyes 82,035 Reputation points Independent Advisor
    2024-06-25T01:54:56+00:00

    Hi, thanks for patiently waiting, I hope we can have a coffee someday (smile), as per checking and analyzing the DMP files, there is an error ntdll.dll, this is a system file that might be corrupted which is causing the issue, and for us to sort out the issue, kindly follow the steps below:

    Method 1. Reinstall ntdll.dll.

    Open Powershell with Admin or CMD with Admin, Press Windows key + X then click Windows Powershell(Admin) or Command prompt (admin)

    Copy each line of command to Powershell then press enter (one line at a time)

    regsvr32.exe /u ntdll.dll

    regsvr32.exe ntdll.dll

    Method 2. Run system file checker.

    On Powershell(admin), copy, paste, and enter each command below:

    sfc /scannow

    Dism /Online /Cleanup-Image /CheckHealth

    Dism /Online /Cleanup-Image /ScanHealth

    DISM /Online /Cleanup-Image /RestoreHealth

    Once done restart the PC and check.

    If none will work from the above solution, I suggest doing an in-place upgrade wherein it will upgrade the device to the latest version and repair all issues without deleting any files.

    Note: before doing this make sure to create a restore point: https://support.microsoft.com/en-hk/help/402753...

    1. go to this link: https://www.microsoft.com/en-us/software-downlo...
    2. Select Download Now, and select Run. You need to be an administrator to run this tool.
    3. On the License terms page, if you accept the license terms, select Accept.
    4. On the What do you want to do? page, select Upgrade this PC now, and then select Next.
    5. After downloading and installing, it should fix the issue.

    Reference: https://www.microsoft.com/en-us/software-downlo...

    Was this answer helpful?

    0 comments
  2. Anonymous
    2024-06-24T18:26:51+00:00

    Hi again. I've copied any dmp files from around that time plus the system event logs into a folder so there's only 1 link. There are different theories about this issue from what I've been able to gather: graphic drivers, bios, windows can't handle the refresh rate 360 Hz (any more). NOTE: This is started happening LAST YEAR so it was fine for a long time.

    Oh, let me explain the sequence. I had changed the fan setting while playing a game to Turbo, BUT I forgot to change the Power Settings to Display off NEVER before I went to sleep, so when I woke up the display was of course OFF since the system went into sleep mode (grr). Due to this issue, the ONLY way to recover the display is to reboot. I had to do that SEVERAL times and finally after unplugging the ethernet cable it worked. You may see this in the error reports.

    Please note the MEMORY dump file is 1.6Gb

    https://drive.google.com/drive/folders/17OgFGwXtkqkJVhJASRcTZSNQq5pkaDlR?usp=sharing

    Pls let me know when you're done with the file/s so i can remove the link.

    Thanks! I sure hope you can figure this out. I'll owe you a coffee or beverage. :D

    Was this answer helpful?

    0 comments
  3. Lester Bernard Reyes 82,035 Reputation points Independent Advisor
    2024-06-22T23:27:50+00:00

    Hi, thank you for patiently waiting, moreover, can you further check if you have more dump files on the PC? As per checking the Minidump file, it is only displaying general errors, in addition, can you please check the System logs on the PC so that we can further examine what is the root cause of the issue?

    To do this kindly follow the steps from this link:

    https://www.yourwindowsguide.com/2017/12/how-to...

    Note: This is a non-Microsoft website. The page appears 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.

    Then please upload it by following the steps from the link.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2024-06-22T06:12:29+00:00

    Was this answer helpful?

    0 comments
  5. Lester Bernard Reyes 82,035 Reputation points Independent Advisor
    2024-06-22T01:27:11+00:00

    Hi, thanks for reaching out. My name is Bernard a Windows fan like you. I'll be happy to help you out today.

    I understand the issue you have, there is nothing to worry I am here to help, as per checking the logs, it is only displaying an error that there is a Bluescreen but there is no specific error of the root cause, in this case, can you please check if you have minidump files on the PC so that we can further examine what is the root cause of the issue?

    Press Windows key + E (To open File Explorer)

    Click "This PC" > then follow the file path:

    C:\Windows\Minidump

    Copy the Minidump files and save them to another location like Desktop or Documents.

    Then please upload it to Cloud storage like OneDrive or any cloud storage you are using and please share the shareable link here.

    To upload and share the link using One Drive:

    Go to this link: https://onedrive.live.com/ then upload the file.

    Then provide the shareable link by following the steps from this link: https://support.microsoft.com/en-us/office/shar...

    Let me know how it goes and I hope that helps.

    Bernard

    Was this answer helpful?

    0 comments