Event Viewer id 10111 and 10110

Question

A few weeks ago my screens froze and disconnected. I've had to do a hard reset to get my computer to start again. This has happened at least 30 times this last month and I can't do anything about it. I've been in contact with Microsoft support two times, but they only urged me to update my (already updated) drivers, and reinstall my (newly reinstalled) windows and it didn't help.

According to my event viewer, The device HID-compliant headset (location (unknown)) is offline due to a user-mode driver crash. Windows will attempt to restart the device 5 more times. Please contact the device manufacturer for more information about this problem. I uninstalled the HID-compliant headset, but it froze anyway. I followed the guide in this link: https://www.reddit.com/r/razer/comments/l3v2f0/psa\_i\_finally\_found\_a\_fix\_for\_the\_hidcompliant/

which didn't work. I checked the temperature of my CPU and GPU just before a freeze, and they were both stable at 60 degrees Celcius. I've deleted my drivers for my Razer Blackshark V2 and my GPU. Deleted and installed the USB root hubs, but the computer froze while my headset wasn't connected. I can't do anything and I'm really desperate.

My specs are:

AMD Ryzen 5 2600 Six-Core Processor 3.40 GHz

16 Gb RAM

Nvidia Geforce gtx 1660 Ventus ti

MSI b450-a max pro

My headset is Razer black shark v2, wired with a razer USB soundboard

x64 windows 10 home.

I'm grateful for any answers!

Answer 1

Hi again Pynkvortex,

This is a tricky one! I would like you to collect some more information and send to us so we can investigate it. The first thing I want is from the DirectX Diagnostic Tool.

1. Hold the Windows key and press R.
2. Type dxdiag in the Run field and click OK.
3. Click Save All Information.
4. Select where to save the .txt file.

The second thing I need is MSinfo32:

1. Hold the Windows key and press R.
2. Type msinfo32 in the Run field and click OK.
3. In the System information window, click File > Save.
4. Select where to save the .NFO file.

If you want to, you can have a look for yourself if you see any errors in MSinfo32 by expanding Software Environment in the left pane and selecting Windows Error Reporting, but we want to have a look anyway.

Now share both files the same way you did last time with OneDrive and send me the link in a PM. Leave a message here in the thread when you've done this, that way I will see it straight away and have a look at the files to see what more we can try.😊

/Daniel_Hel

Answer 2

Hi Pynkvortex,

Thanks for the information and the Event file logs! We had a look at the files and one of them has the event ID you mentioned but the other one doesn't so hard to say exactly what the cause is.

Since you say that you left the computer alone in Safe Mode and it didn't freeze, have you tried doing the same in normal mode to see if it freezes then or if it's fine? If it freezes when it's left alone without Safe Mode, that points us in one direction and if it doesn't, it points us in another direction.

If possible, I would like you to run the computer as you normally would but without any USB devices connected to see if still freezes but I understand that this may not be possible depending on computer.

I would also like you to do an In-place upgrade on your device to fix any damaged system files. You can see how to do an In-place upgrade in the video on this link and download the Media Creation Tool here.

Let me know if this helped or we need to try something else. Have a nice day!😊

/Daniel_Hel

Hello, thank you for you reply!

I think it was last week I let my computer stay on when i left the house to download some games, and when i came home I checked the Event Viewer and it crashed while I was away.

It's pretty much impossible to run my computer without any USB devices, the longest I can come is to the log in screen, and I don't know if it can crash from there.

I did the In-place upgrade, and it crashed maybe 30 min an hour after. However, it crashed only after I plugged in my headset, before that it worked, but I don't know if it would've crashed either way.

Thank you so much for the help so far, this is the most help I've gotten from anyone, even support.

Answer 3

Hi Pynkvortex,

Thanks for the information and the Event file logs! We had a look at the files and one of them has the event ID you mentioned but the other one doesn't so hard to say exactly what the cause is.

Since you say that you left the computer alone in Safe Mode and it didn't freeze, have you tried doing the same in normal mode to see if it freezes then or if it's fine? If it freezes when it's left alone without Safe Mode, that points us in one direction and if it doesn't, it points us in another direction.

If possible, I would like you to run the computer as you normally would but without any USB devices connected to see if still freezes but I understand that this may not be possible depending on computer.

I would also like you to do an In-place upgrade on your device to fix any damaged system files. You can see how to do an In-place upgrade in the video on this link and download the Media Creation Tool here.

Let me know if this helped or we need to try something else. Have a nice day!😊

/Daniel_Hel

Answer 4

Hi Pynkvortex,

This is the Swedish part of the community so let me know if you prefer to talk in Swedish instead or if you prefer to talk in English I can move the thread to the English part of the forum.

I have some questions for you to help us understand your situation and what is causing this issue:

• Does the computer freeze if you start Windows in Safe Mode as well or does it act normally there?
• When you uninstalled the driver for the headset in Device Manager, did you tick the box to delete the driver software?

In case you haven't already done this, I want you to go to your computer manufacturer and download the latest BIOS and Chipset updates. Is the problem still there after doing this?

The next time you computer freezes, I want you to note down the exakt time this happens. Then when you are back in Windows, get the EventViewer log files so that we can have a look at them here.

1. Press Windows key + R
2. Type eventvwr in the search box and hit Enter.
3. In Event Viewer, double click Windows Logs.
4. Right click System and select Save All Events As and select where to save it.
5. If you get a popup about Display information, select No display information.
6. Attach the EVTX file in a private message or upload it to OneDrive and share the link with me.

I will send you a PM that you can reply to. When we have this information, it should be clearer what the issue is and what we can do to fix it. Have a lovely weekend!😊

/Daniel_Hel

EDIT 25/07

I started my computer in safe mode and left it alone for an entire day, and it didn't crash.

I started my windows in safe mode and had it on for about an hour, and it didn't crash, I don't know if I should test to have it on longer.

When I uninstalled the HID-Compliant Headset device in Device Manager, I didn't get a box to tick to choose to delete the driver update. I also tried to uninstall my headset driver's via Device Manager, but the button was greyed out.

I updated my BIOS a couple of days ago, and according to MSI website on my motherboard, it's the latest.

I sent you a PM with a link to my EVTX file.

Thank you for your time!

Answer 5

Hi Pynkvortex,

This is the Swedish part of the community so let me know if you prefer to talk in Swedish instead or if you prefer to talk in English I can move the thread to the English part of the forum.

I have some questions for you to help us understand your situation and what is causing this issue:

• Does the computer freeze if you start Windows in Safe Mode as well or does it act normally there?
• When you uninstalled the driver for the headset in Device Manager, did you tick the box to delete the driver software?

In case you haven't already done this, I want you to go to your computer manufacturer and download the latest BIOS and Chipset updates. Is the problem still there after doing this?

The next time you computer freezes, I want you to note down the exakt time this happens. Then when you are back in Windows, get the EventViewer log files so that we can have a look at them here.

1. Press Windows key + R
2. Type eventvwr in the search box and hit Enter.
3. In Event Viewer, double click Windows Logs.
4. Right click System and select Save All Events As and select where to save it.
5. If you get a popup about Display information, select No display information.
6. Attach the EVTX file in a private message or upload it to OneDrive and share the link with me.

I will send you a PM that you can reply to. When we have this information, it should be clearer what the issue is and what we can do to fix it. Have a lovely weekend!😊

/Daniel_Hel