Issues with new Ultranote (Initia ?)

[daveeb]

Hi all
Got the missus a new laptop a few days ago, bought it as an Ultranote but it now seems to be called an Initia.
She noticed last night it wouldn't shut down properly as the k/b lights remained illuminated and the drive light was still on. After about 10 minutes it went off. Then today the pc rebooted from a bugcheck while we were out. ( I checked on event viewer)

I had a look in event viewer pretending to her I knew what I was doing. There were many dozens of references to WHEA logger errors on PCI express root port (device PVI/Ven 8086&dev.........).
there was a similarly large number of Kernal Pnp errors from the day before relating to device\harddisk\vol6 also some volmgr errors relating to the same.

I'll freely admit I don't have a clue what all this means, though I suspect it could be a hard drive issue. My plan is to monitor how the machine goes, as in everyday use it seems fine, but if any of you clever people have any insights I'd be grateful. Spec below.
Thanks.

Chassis & Display
Initia Series: 17.3" Matte Full HD 60Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)
Intel® Core™ i5 Quad Core Processor i5-10210U (1.6GHz, 4.2GHz Turbo)
Memory (RAM)
16GB Corsair 2133MHz SODIMM DDR4 (2 x 8GB)
Graphics Card
INTEL® HD GRAPHICS (CPU Dependant) - 1.7GB Max DDR4 Video RAM - DirectX® 12
1st Storage Drive
512GB PCS 2.5" SSD, SATA 6 Gb (520MB/R, 450MB/W)
1st M.2 SSD Drive
512GB PCS PCIe M.2 SSD (2000 MB/R, 1100 MB/W)
DVD/BLU-RAY Drive
Ultra Slim 8x SATA DVD±R/RW/Dual Layer (+ 24x CD-RW)
Memory Card Reader
Integrated 6 in 1 Card Reader (SD /Mini SD/ SDHC / SDXC / MMC / RSMMC)
AC Adaptor
1 x 45W AC Adaptor
Power Cable
1 x 1 Metre Cloverleaf UK Power Cable
Battery
Initia Series Detachable 4 Cell Lithium Ion Battery
Thermal Paste
STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
Sound Card
2 Channel High Definition Audio + MIC/Headphone Jack
Wireless Network Card
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options
1 x USB 3.2 GEN 2 PORT (Type C) + 1 x USB 3.2 GEN 1 PORT + 2 x USB 2.0 PORTS
Keyboard Language
ULTRANOTE SERIES MULTI COLOUR BACKLIT UK KEYBOARD
Operating System
Windows 10 Home 64 Bit - inc. Single Licence [KK3-00002]
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10 Multi-Language Recovery Image - Supplied on USB Drive
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Firefox™
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 1MP HD WEBCAM
Warranty
3 Year Silver Warranty (1 Year Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 6 to 8 working days
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland
Price: £0.00 including VAT and Delivery
Unique URL to re-configure: https://www.pcspecialist.co.uk/saved-configurations/initia-17/zz88qREJWF/

 

[Martinr36]

Check the windows update list and see if anything coincides with the start of the problem

 

[daveeb]

Hi martin, could be a good shout. had 4 updates just prior to the Kernal Pnp errors (hundreds of them) on 18th
The WHEA errors started around a day later (hundreds of these now).
Not sure how helpful but updates were KB4023057, KB4601319, KB403057 and KB4580325.

 

[daveeb]

There were also multiple windows driver updates at the same time.

 

[Martinr36]

Hi martin, could be a good shout. had 4 updates just prior to the Kernal Pnp errors (hundreds of them) on 18th
The WHEA errors started around a day later (hundreds of these now).
Not sure how helpful but updates were KB4023057, KB4601319, KB403057 and KB4580325.

I'd uninstall those 4 updates & see what happens, jjust found this on one of them

Problems with Windows 10 Update KB4023057 - Windows 10 Help Forums

What on earth is wrong with the above update? My PC has tried 6 times to instal it and each time it completely crashes with a black screen only overcome by unpugging and leaving and replugging and swi

www.tenforums.com

 

[Martinr36]

This on another

Microsoft admits Windows 10 KB4601319 issue, promises fix

A Microsoft representative has quietly confirmed that the February 2021 cumulative update (KB4601319) suffers from a bug that could disable your web camera. In addition to camera crashes, users have also reported other bugs in Windows 10 KB4601319 and Microsoft is investigating the reports...

www.windowslatest.com

and another

Windows 10 KB4023057 re-released, fails to install with error 0x80070643

It looks like Windows 10 KB4023057 has been re-released and the update appears to be causing unexpected issues on some machines. We have come across some isolated reports from Twitter and Reddit which revealed that Windows 10 KB4023057 installation fails. A thread on Reddit claims that the...

www.windowslatest.com

 

[Martinr36]

@ubuysa is the best guy for this type of thing

 

[daveeb]

Yes hopefully ubuysa will have some thoughts on this but many thanks for your input Martin you've been really helpful. I hadn't considered updates, not sure why as they've caused grief in the past.

 

[ubuysa]

@ubuysa is the best guy for this type of thing

No pressure then!

WHEA is the Windows Hardware Error Architecture, so these errors you're seeing suggest some sort of hardware issue. If there is a file called C:\Windows\Memory.dmp then upload it to the cloud with a link to it here - that's a kernel memory dump and it's the only way to find out what is failing, possibly.

If there are any minidumps in the folder C:\Windows\Minidump upload them to the cloud with a link here too. They are not so good for debugging WHEA errors because they don't contain all the kernel data areas, but it's worth taking a look.

Could you also please upload your Application and System logs to the cloud as well please? In case you don't know how to export these logs, here's how...

1. Enter eventvwr into the Run command box and click OK. The Event Viewer will open.
2. In the left hand pane expand the Windows Logs folder (click the > to the left of it).
3. Right-click on Application and select 'Save All Events As...', choose any destination folder you like and call the file Apps (an .evtx extension will be added automatically).
4. Right-click on System and select 'Save All Events As...', choose any destination folder you like and call the file Sys (an .evtx extension will be added automatically).
5. Upload Apps.evtx and Sys.evtx to the cloud with a link to them here.

It's also worth checking your Windows Component Store and the System Files. To do that do the following....

1. Open an elevated command prompt or PowerShell session.
2. Enter the command dism /online /cleanup-image /scanhealth, this will check your Windows Component Store for corruptions. If that reports no errors then that's perfect. If it reports errors found but which can be corrected then enter the command dism /online /cleanup-image /restorehealth. If that reports no errors then that's fine, but it it reports errors found then you're looking at a clean reinstall of Windows.
3. If the dism commands ran clean (no errors) then enter the command sfc /scannow, this will check your system files. If that reports no errors found that's perfect. If it reports errors found and corrected then that's fine, just reboot. If it reports errors found that could not be corrected then you're looking at a clean reinstall of Windows.

 

[Martinr36]

No pressure then!

WHEA is the Windows Hardware Error Architecture, so these errors you're seeing suggest some sort of hardware issue. If there is a file called C:\Windows\Memory.dmp then upload it to the cloud with a link to it here - that's a kernel memory dump and it's the only way to find out what is failing, possibly.

If there are any minidumps in the folder C:\Windows\Minidump upload them to the cloud with a link here too. They are not so good for debugging WHEA errors because they don't contain all the kernel data areas, but it's worth taking a look.

Could you also please upload your Application and System logs to the cloud as well please? In case you don't know how to export these logs, here's how...

1. Enter eventvwr into the Run command box and click OK. The Event Viewer will open.
2. In the left hand pane expand the Windows Logs folder (click the > to the left of it).
3. Right-click on Application and select 'Save All Events As...', choose any destination folder you like and call the file Apps (an .evtx extension will be added automatically).
4. Right-click on System and select 'Save All Events As...', choose any destination folder you like and call the file Sys (an .evtx extension will be added automatically).
5. Upload Apps.evtx and Sys.evtx to the cloud with a link to them here.

It's also worth checking your Windows Component Store and the System Files. To do that do the following....

1. Open an elevated command prompt or PowerShell session.
2. Enter the command dism /online /cleanup-image /scanhealth, this will check your Windows Component Store for corruptions. If that reports no errors then that's perfect. If it reports errors found but which can be corrected then enter the command dism /online /cleanup-image /restorehealth. If that reports no errors then that's fine, but it it reports errors found then you're looking at a clean reinstall of Windows.
3. If the dism commands ran clean (no errors) then enter the command sfc /scannow, this will check your system files. If that reports no errors found that's perfect. If it reports errors found and corrected then that's fine, just reboot. If it reports errors found that could not be corrected then you're looking at a clean reinstall of Windows.

Nope......

 

[daveeb]

No pressure then!

WHEA is the Windows Hardware Error Architecture, so these errors you're seeing suggest some sort of hardware issue. If there is a file called C:\Windows\Memory.dmp then upload it to the cloud with a link to it here - that's a kernel memory dump and it's the only way to find out what is failing, possibly.

If there are any minidumps in the folder C:\Windows\Minidump upload them to the cloud with a link here too. They are not so good for debugging WHEA errors because they don't contain all the kernel data areas, but it's worth taking a look.

Could you also please upload your Application and System logs to the cloud as well please? In case you don't know how to export these logs, here's how...

1. Enter eventvwr into the Run command box and click OK. The Event Viewer will open.
2. In the left hand pane expand the Windows Logs folder (click the > to the left of it).
3. Right-click on Application and select 'Save All Events As...', choose any destination folder you like and call the file Apps (an .evtx extension will be added automatically).
4. Right-click on System and select 'Save All Events As...', choose any destination folder you like and call the file Sys (an .evtx extension will be added automatically).
5. Upload Apps.evtx and Sys.evtx to the cloud with a link to them here.

It's also worth checking your Windows Component Store and the System Files. To do that do the following....

1. Open an elevated command prompt or PowerShell session.
2. Enter the command dism /online /cleanup-image /scanhealth, this will check your Windows Component Store for corruptions. If that reports no errors then that's perfect. If it reports errors found but which can be corrected then enter the command dism /online /cleanup-image /restorehealth. If that reports no errors then that's fine, but it it reports errors found then you're looking at a clean reinstall of Windows.
3. If the dism commands ran clean (no errors) then enter the command sfc /scannow, this will check your system files. If that reports no errors found that's perfect. If it reports errors found and corrected then that's fine, just reboot. If it reports errors found that could not be corrected then you're looking at a clean reinstall of Windows.

Thank you very much for that detailed answer ubuysa. I don't think I'll be able to get on the pc for a few days now but in the meantime could you please explain to an IT dinosaur how I get these files to the cloud. I don't use services like onedrive. I have a google account but not sure how to add files to it and make them shareable safely. (can I not just click the "attach files" button below and link to them that way.)

 

[ubuysa]

Thank you very much for that detailed answer ubuysa. I don't think I'll be able to get on the pc for a few days now but in the meantime could you please explain to an IT dinosaur how I get these files to the cloud. I don't use services like onedrive. I have a google account but not sure how to add files to it and make them shareable safely. (can I not just click the "attach files" button below and link to them that way.)

You can't attach them here because they're way too big.

If you have a Google account then you have 15GB of free cloud storage on Google Drive (drive.google.com). Just drag and drop the files to there. Once uploaded, right-click on each file to get the shareable link, ensure that the option 'anyone with the link can access' is set, and post the link on here.

 

[daveeb]

Thank you UBUYSA

 

[daveeb]

Hi ubuysa

I finally managed to get the minidump file and the sys / apps logs.

Ultranote error logs – Google Drive

drive.google.com

Unfortunately there was no memory.dmp file in C:\ windows or anywhere else I searched despite event viewer saying it had saved one.
The computer has rebooted from a bugcheck. The bugcheck was: 0x000000a0 (0x00000000000000f0, 0x0000000000000005, 0x0000000000000010, 0xffffe508e0bf2040). A dump was saved in: C:\windows\MEMORY.DMP. Report Id: 36545931-f8d3-425f-8d42-10cad7222c27.

Her pc is actually working fine , although still generating dozens of WHEA erors.
I also ran scanhealth as you suggested and there was no component store corruption detected.
Thank you !

 

[ubuysa]

The mindump shows a stop code of INTERNAL_POWER_ERROR, which means that the power policy manager encountered an issue it couldn't handle. The arguments to the stop code show that this was a problem with a power state whilst transitioning to sleep (as a precursor to shutting down I expect). The active process was the System of course and the active thread shows an issue with the Netwtw08.sys driver. This driver is a component of the Intel AX200 wireless card driver...

ffff9c8d`fa63f390  fffff800`91e32da0 Unable to load image \SystemRoot\System32\drivers\Netwtw08.sys, Win32 error 0n2
Netwtw08+0x4d2da0

My guess would be that the Netwtw08.sys driver is failing in such a way that the power policy manager can't properly transition the power state on shutdown.

In your System log there are entries for two more BSODs, one is an 0x01 - APC_INDEX_MISMATCH and the other is an 0x50 - PAGE_FAULT_IN_NONPAGED_AREA. Both are commonly driver errors, especially the 0x50 which is almost exclusively a driver error. These are quite possibly related to the Netwtw08.sys driver but there is no way to be sure.

Your Application log contains nothing of real interest.

I would suggest that you download the Intel Driver and Support Assistant and run that to see whether there are any driver updates for your AX200 card. I suspect that is the cause of your issue.

 

[daveeb]

Thanks so much for your time ubuysa, I'll do exactly that and see how it goes.

 

[daveeb]

I ran this and the only download it offered was for a generic intel graphics driver windows 10 DCH with warnings that it will overwrite any OEM customised drivers installed by the manufacturer. It recommended sticking with the OEM drivers.
There was nothing for the AX200 card which was reported as running correctly on ver 21.50.1.1 6/10/2019

 

[ubuysa]

I ran this and the only download it offered was for a generic intel graphics driver windows 10 DCH with warnings that it will overwrite any OEM customised drivers installed by the manufacturer. It recommended sticking with the OEM drivers.
There was nothing for the AX200 card which was reported as running correctly on ver 21.50.1.1 6/10/2019

Ok.

So .... I've been back to the minidump of yours and scanned through the list of active modules loaded. It appears that you have BOTH Avast! security AND Malwarebytes Premium installed? There are certainly drivers for both products loaded.

Running two real-time antivirus engines is known to cause all manner of problems, so you definitely need to uninstall one of them. TBH you don't need either and they will both cost you money. Windows Defender is integrated into Windows and is free, it's also plenty good enough. Most of the techies on here are using Windows Defender.

It's not impossible that the security product conflict is causing the wireless driver error in your dump as well...

It's ok to run Defender (or Avast! if you must) and the on-demand scanner in Malwarebytes but you MUST then disable the premium features in Malwarebytes.

 

[daveeb]

ah thanks ubuysa that's interesting. I'd only installed MWB free version for on demand duties but I seem to remember it installed a trial of the full version without asking. I thought (wrongly) that the Avast install was smart enough to disable the MWB active antivirus as I've had this situation running on two other pc's as well. I'll either disable the premium features (which probably run out soon anyhow), or failing that get rid of Avast. Thanks again for your excellent help.

 

[daveeb]

Just as an update Malwarebytes is now operating solely as an on demand scanner. The WHEA errors are still numbering at least 50-100 every day but there's been no obvious problems in the operation of the pc. I'm wondering whether I should just leave it be and wait to see if something specific happens in the future.

Edit: in fact there's probably more than 300 errors today as pc has been on all day, all the same error.

A corrected hardware error has occurred.

Component: PCI Express Root Port
Error Source: Advanced Error Reporting (PCI Express)

Primary Busdevice :Function: 0x0:0x1D:0x0
Secondary Busdevice : Function: 0x0:0x0:0x0
Primary Device Name : PCI\VEN_8086&DEV_02B0&SUBSYS_86861558&REV_F0
Secondary Device Name: