BSOD on Zenbook only when using Zoom

druekberg · May 17, 2024

For the past year or so I've been getting BSOD crashes when using Zoom. I thought i had solved it recently after I updated Zoom. I was actually able to stay in a few meetings without everything freezing and then a BSOD, but it started happening again in the past week. It does not happen when doing any other tasks. As far as I know I don't have overclocking (I don't really know how to overclock).

Last year I thought it might be related to my Plugable USB 3.0 Docking Station, and sent them my crash logs. After analysis they blamed it on Norton Security. I contacted Norton and they were no help. I ran the laptop without the Plugable dock or any peripherals but still got the BSOD. I have to have some kind of dock because this laptop only has one USB port.

I purchased this Zenbook on Nov 18, 2022. Everything else works fine.

Besides the Plugable Dock, I have a Samsung LF24T35 external HDMI monitor. Usually it's connected through the dock, but I tried connecting it directly and this did not solve the problem. I bought this monitor to replace an old HP monitor that was several years old which Plugable thought might also be the issue. This did not help.

Click here for my V2 files.

I would REALLY appreciate any help you can offer! Thank you in advance.

zbook · May 17, 2024

Please perform the following steps:

1) Run Tuneup plus > post a share link

https://www.tenforums.com/attachments/bsod-crashes-debugging/360139d1645183596-batch-files-use-bsod-debugging-tuneup_plus_log.zip

Batch files for use in BSOD debugging - Windows 10 Help Forums

Information This thread is for use by the BSOD team to store batch files that can be used to collect additional data, fix settings or anything else that is useful in debugging BSOD problems in Windows 10. The way I see it working is the first

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Batch files for use in BSOD debugging - Windows 10 Help Forums

Information This thread is for use by the BSOD team to store batch files that can be used to collect additional data, fix settings or anything else that is useful in debugging BSOD problems in Windows 10. The way I see it working is the first

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2) Open administrative command prompt and copy and paste:

$D=(New-Object -ComObject Wscript.Shell).SpecialFolders(4);Compress-Archive "$Env:SystemRoot\MEMORY.DMP" "$D\Memory_dmp"

Post a separate share link with only this file.

druekberg · May 17, 2024

Here is the Tuneup.log file.

When I run the code you gave me from an Admin Command Prompt I get this error:

'$D' is not recognized as an internal or external command,
operable program or batch file.

druekberg · May 17, 2024

Okay, I ran the script from Admin PowerShell and it worked.

Here's the minidump zip file.

zbook · May 17, 2024

Uninstall all Norton software using the applicable uninstall tool.

Download and run the Norton Remove and Reinstall tool for Windows

Norton Remove and Reinstall tool helps to uninstall and reinstall most Norton products such as Norton Security, Norton 360, and Norton Internet Security on Windows computers.

support.norton.com

Uninstall your Norton device security product on Windows

Learn how to uninstall Norton security products from your computer. This article contains steps to uninstall Norton device security from Window 10, Windows 8, and Windows 7.

support.norton.com

Make sure that Microsoft defender is on.

bhdrvx64 BHDrvx64 \??\c:\program files\norton security\nortondata\22.23.8.4\definitions\bashdefs\20240515.001\bhdrvx64.sys

druekberg · May 17, 2024

Okay, I removed Norton. Defender is on. Is Norton the culprit? Do you suggest I leave it removed?

I'm not sure what that file reference at the bottom of your post means.

zbook · May 17, 2024

That was the misbehaving norton driver in the dump file.

Most forum members use defender.

druekberg · May 17, 2024

Thanks, I've been wonderng about Norton, but didn't trust Defender (I'm from the Windows 95 days and old fears die hard).

Thanks a ton for your time and patience. Fingers crossed!

zbook · May 17, 2024

You're welcome.

druekberg · May 26, 2024

Well, after uninstalling Norton it crashes less now, but still crashes every few meetings. Instead of hanging and then BSOD the screen goes black and the laptop restarts.

zbook · May 26, 2024

Please post a new V2 share link into the newest post.

NormanF · May 26, 2024

Its the Zoom driver or your graphics card driver. Check to see if updates resolve the issue.

druekberg · May 26, 2024

New V2 log at this link.

Oh, I saw the post about drivers after I attached that link. So then I updated Zoom. Graphics drivers were up to date.

Thank you.

zbook · May 26, 2024

1) Indicate whether all or some shutdowns were:

a) Manual power offs after hangs or freezes

b) Unexpected shutdowns and power offs

2) Create a new restore point

Create System Restore Point in Windows 11 Tutorial

This tutorial will show you how to manually create a restore point in Windows 11. Turning on system protection for a drive allows System Restore to include the drive when restore points are created so you can undo undesired system changes by reverting to a previous point in time. System...

www.elevenforum.com

3) Read this link on Windows Driver Verifier:

Enable and Disable Driver Verifier in Windows 10

How to Enable and Disable Driver Verifier in Windows 10

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Code:

Event[49534]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2024-05-26T11:28:56.2020000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: RUEK_ZENBKPRO15
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Code:

Event[49508]
  Log Name: System
  Source: EventLog
  Date: 2024-05-26T11:29:07.4050000Z
  Event ID: 6008
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic,
  User: N/A
  User Name: N/A
  Computer: RUEK_ZENBKPRO15
  Description:
The previous system shutdown at 11:12:25 AM on ?5/?26/?2024 was unexpected.

Code:

Event[42038]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2024-05-19T14:08:44.3510000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: RUEK_ZENBKPRO15
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Code:

Event[42012]
  Log Name: System
  Source: EventLog
  Date: 2024-05-19T14:08:58.5970000Z
  Event ID: 6008
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic,
  User: N/A
  User Name: N/A
  Computer: RUEK_ZENBKPRO15
  Description:
The previous system shutdown at 1:45:53 PM on ?5/?19/?2024 was unexpected.

zbook · May 26, 2024

Plan to run WDV for 48 hours with various customized tests

Start the tool with these settings:

a) test all non-Microsoft drivers
b) test no Microsoft drivers
c) start the testing with the 3 customized tests in the TF link

Each time the tool is restarted if there is no immediate BSOD then open administrative command prompt and copy and paste:

verifier /querysettings

Post a share link.

For any BSOD post a new V2 share link into the newest post.

During the troubleshooting WDV can run continuously in the background until the testing is modified.

druekberg · May 27, 2024

Responding to previous post:

1) Before I removed Norton 360, when using Zoom I would often (not always) get a long hang (frozen screen and peripherals) of 1-2 minutes, then BSOD with countdown, then it automatically restarted.
2) After I removed Norton 360 there were fewer crashes when using Zoom, but the two times they came the screen immediately went black and the laptop rebooted.

Regarding the Verifier instructions you wrote, I am now testing the non-Microsoft drivers. I'm not sure what the difference between that and option 2 you have listed: "b) test no Microsoft drivers". Do you mean after the first test I should try it with only MS drivers?

I'm off to restart and will see what we get. Thank you.

jvickers · May 27, 2024

I'm not sure what zbook has you testing in the tests, but have you run a diagnostic on your RAM? I had crashes with Zoom. Turns out it was bad RAM. Once I replaced the RAM, everything worked fine.

druekberg · May 27, 2024

@zbook -

After setting up to test all non-MS drivers, rebooted, no BSOD so far (after about a half hour). I will continue to test, but here is the querysettings result.

@jvickers - thanks for the RAM diagnostic idea. I'll run that after I go through the driver verifier routine.

zbook · May 27, 2024

Please restart WDV with these customized tests:

Code:

    [ ] 0x00000001 Special pool.
    [ ] 0x00000002 Force IRQL checking.
    [ ] 0x00000008 Pool tracking.
    [ ] 0x00000020 Deadlock detection.
    [ ] 0x00000080 DMA checking.
    [ ] 0x00000100 Security checks.
    [ ] 0x00000800 Miscellaneous checks.
    [ ] 0x00020000 DDI compliance checking.
    [ ] 0x00080000 DDI compliance checking (additional).

The drivers to test are all non-Microsoft drivers (none of the Windows drivers).

If there is no immediate BSOD then open administrative command prompt and copy and paste:

verifier /querysettings

Post a share link.

For any BSOD post a new V2 share link into the newest post.