Defiance VII Blue Screen

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LouieM

Active member
Hi

I received my laptop 2 days ago and I just got a blue screen whilst playing a game and the computer restarted

I've looked at the crash info:

1594245099036.png


I have the Memory.DMP file but have no idea what to do with it or how to open / examine it

I was wondering if anyone could help with this?
 
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LouieM

Active member
Showing Order Reference 1769336
Chassis & DisplayDefiance Series: 17.3" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)Intel® Core™ i7 Eight Core Processor 10875H (2.3GHz, 5.1GHz Turbo)
Memory (RAM)16GB Corsair 2666MHz SODIMM DDR4 (1 x 16GB)
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Change to: 16GB Corsair 2666MHz SODIMM DDR4 (2 x 8GB)
Graphics CardNVIDIA® GeForce® RTX 2060 - 6.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive1TB Intel® H10 NVMe SSD + 32GB Intel® Optane™ (up to 2400MB/sR | 1800MB/sW)
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Change to: 1TB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3300MB/W)
Memory Card ReaderIntegrated Micro-SD Memory Card Reader
AC Adaptor1 x 180W AC Adaptor
Power Cable1 x 1 Metre Cloverleaf UK Power Cable
BatteryDefiance Series Integrated 3 Cell Lithium Ion Battery (73WH)
Thermal PasteARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card2 Channel High Definition Audio + MIC/Headphone Jack
Bluetooth & WirelessGIGABIT LAN & KILLER™ Wi-Fi 6 AX1650 M.2 GAMING + BLUETOOTH 5.0
USB/Thunderbolt Options1 x THUNDERBOLT 3 PORT + 3 x USB 3.2 PORTS
Keyboard Language17" DEFIANCE SERIES UK KEYBOARD
Operating SystemWindows 10 Home 64 Bit - inc. Single Licence [KUK-00001]
Operating System LanguageUnited Kingdom - English Language
Windows Recovery MediaWindows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office SoftwareFREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-VirusNO ANTI-VIRUS SOFTWARE
BrowserGoogle Chrome™
Notebook MouseINTEGRATED 2 BUTTON TOUCHPAD MOUSE
WebcamINTEGRATED 1MP HD WEBCAM
Warranty3 Year Standard Warranty (1 Month Collect & Return, 1 Year Parts, 3 Year Labour)
DeliverySTANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build TimeStandard Build - Approximately 7 to 9 working days
Welcome BookPCSpecialist Welcome Book - United Kingdom & Republic of Ireland
 
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LouieM

Active member
SpyderTracks said:
What devices have you connected ie keyboard, mouse etc? Anything via USB really.
Click to expand...
I have connected a wireless mouse, and a cooling pad which is connected via USB

One thing that I did earlier when we were trying to sort out my headset mic problem, I downloaded the highlighted .zip and executed the setup.exe and installed it. Do you think this could be an issue, and if so do you know how I can remove it.
1594246360863.png
 
SpyderTracks

SpyderTracks

We love you Ukraine
LouieM said:
I have connected a wireless mouse, and a cooling pad which is connected via USB

One thing that I did earlier when we were trying to sort out my headset mic problem, I downloaded the highlighted .zip and executed the setup.exe and installed it. Do you think this could be an issue, and if so do you know how I can remove it.
View attachment 17163
Click to expand...
It's impossible to say.

Just to verify, are your nvidia drivers up to date?
 
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LouieM

Active member
SpyderTracks said:
It's impossible to say.

Just to verify, are your nvidia drivers up to date?
Click to expand...
Yeah I just checked & they are up to date.

I've worked out how to remove what I installed earlier, so I have done that.

I'm going to wait and see if it happens again so I know whether that was what caused the issue or not, if it happens again I'll let you know.

Thank you for your help, sorry I really need to get some sleep as I have work in the morning!!
 
ubuysa

ubuysa

The BSOD Doctor
Do you have a Logitech mouse by any chance? Kbdclass.sys (which is what's failing) is a mouse/keyboard driver. Windows contains its own version of the driver but Logitech keyboards and mice (mouses?) provide their own drivers and they have a long history of being buggy.

Either check that your Logitech mouse driver is up to date or uninstall the Logitech driver completely and just use the Windows version - the mouse will still work although you won't be able to configure buttons and the like.

Actually it could be any external mouse that provides its own driver....
 
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LouieM

Active member
ubuysa said:
Do you have a Logitech mouse by any chance? Kbdclass.sys (which is what's failing) is a mouse/keyboard driver. Windows contains its own version of the driver but Logitech keyboards and mice (mouses?) provide their own drivers and they have a long history of being buggy.

Either check that your Logitech mouse driver is up to date or uninstall the Logitech driver completely and just use the Windows version - the mouse will still work although you won't be able to configure buttons and the like.

Actually it could be any external mouse that provides its own driver....
Click to expand...
Hi Ubuysa

I just have a regular wireless mouse, nothing special. It's not logitech though, it is "Jelly Comb" brand (basically just a mouse I found laying around).

In device manager this is what is under 'Mice and other pointing devices':

1594282302680.png


Do you think I should be uninstalling one of those? I'm not sure if the mouse has drivers or not (i doubt it does though)
 
ubuysa

ubuysa

The BSOD Doctor
As a temporary measure, stop using that mouse, right-click on the PS/2 Compatible Mouse entry and select Uninstall. If it asks whether you want to uninstall the driver click Yes. The mouse may not be fully Windows 10 compliant and may not play nicely with the Windows drivers (my external mouse shows up as a HID-compliant mouse for example)..

I appreciate that means you'll be stuck with the touchpad for a while but try the game again (without the mouse) and see whether you can make it BSOD. If you can't then it's likely that mouse was the problem. I would buy a decent mouse, Logitech kit is good hardware wise, just don't install any of their software. :)
 
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