Windows WHEA crash. Xeon(R) W-11955M

[MKang3]

Hi Sir,

My NB got crashed/rebooted unexpectedly almost every day.

I check my Windows event, I saw WHEA record as the attachment.

I decode it, and I got:

Notification Type: 66A4613D40AB9A40A698F362D464B38F

Section Type: 962A2181ED09964994718D729C8E69ED

They should be:

BOOT ERROR Record (BOOT)

and

Firmware Error Record Reference

However, I have already updated BIOS, and chipset driver, and the crashed/rebooted unexpectedly issue still happened, sometimes the NB is not doing any work (idle) then it still reboot, there is no Windows blue screen, it just reboots directly.

[Steven_Intel]

Hello MKang3,

Thank you for posting on the Intel® communities.

In order to better assist you, please provide the following information:

• When did the issue start? Was there any hardware/upgrade or driver/OS change before the issue started?

As well, download the Intel® SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 

Open the application and select "Everything", click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View". To save your scan, click on "Next", then "Save". Please attach the file to your reply.

Best regards,

Steven G.

Intel Customer Support Technician.

[MKang3]

Hi Steven,

Thanks for the feedback.

Please find the attachment for the SSU scan result.

• When did the issue start? Was there any hardware/upgrade or driver/OS change before the issue started?

The issue (usually) started after Windows entered standby or lock screen, especially Windows enter idle a couple of hours later.

Sometimes Windows reboot accidentally when using Virtualbox with 100% CPU usage ( enabled 8 core in Virtualbox ), it is building code in VM guest, and the disk is in heavy operation. 

Adjusting NB performance ( by clicking the battery icon in the Windows taskbar) from "Best performance" to "Better performance" "seems" to mitigate this problem.

I also put an NB cooling rack (cooler master) under this NB, the accidentally rebooting issue still happened even in idle.

There is no hardware change/driver/OS change since it is a brand new NB.

I have tried two actions as below but the issue still happened:

1. Disabled standby by:

powercfg /x -hibernate-timeout-ac 0
powercfg /x -hibernate-timeout-dc 0
powercfg /x -disk-timeout-ac 0
powercfg /x -disk-timeout-dc 0
powercfg /x -monitor-timeout-ac 0
powercfg /x -monitor-timeout-dc 0
Powercfg /x -standby-timeout-ac 0
powercfg /x -standby-timeout-dc 0

2. Disabled Intel Dynamic Tuning Service

After accidentally rebooting, I can always find the WHEA record as comment#1.

[Steven_Intel]

Thank you for the information provided.

We are going to work on this case, as soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello MKang3,

Before we continue investigating, could you please test DRAM with Windows Memory Diagnostic or other available memory diagnostic tests such as MemTest86 (https://www.memtest86.com/)?

Please let me know of the outcome.

Best regards,

Steven G.

Intel Customer Support Technician.

[MKang3]

This may take longer than 1 day.

I will try to do this on weekend.

I will update the result then.

[MKang3]

Hi Steven,

Please find my test results as attachments.

I tested 2 times, and both got passed.

Tested by https://www.memtest86.com/

[Steven_Intel]

Thank you for your response.

I will work on this issue. As soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello MKang3,

Based on the steps performed already, our best recommendation is to contact Asus for a possible replacement, since the reboots are happening randomly. You could also contact Microsoft, they may help to get the dump files and figure out where the error is coming from.

System Manufacturers: https://www.intel.com/content/www/us/en/support/contact-intel.html?tab=system-manufacturers

Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.

Best regards,

Steven G.

Intel Customer Support Technician.