Bugcheck code: 0x9F (0x3) and "Won't Shutdown Properly" issues

**Mborhman** · 09-25-2012

Thank you for reading. I have been experiencing shutdown issues for the past 4-5 days now. I click the shutdown option under the start menu, and the screen goes black and the power button is still illuminated. The light had usually gone off, indicating the computer is powered off, but now it's non responsive and I have to hold the power button down to shutdown. Upon further research, I saw a bugcheck on the 20th of Sept 2012, about 4-5 days ago. Has to be related. Furthermore, when the computer goes into hibernate, it becomes non responsive as well, just like the shutdown issue. Of course here is the requested info per the sticky. Thank you very much for reading.

**usasma** · 09-26-2012

Back in the XP days, hibernation issues were caused by video drivers.
With the changes in things through Vista and Win7 - it's now the chipset, storage, and video drivers that are the primary issue (and occasionally the networking drivers also).

Only 121 updates since SP1 - most systems have 130 to 140. Please visit Windows Update and get all available updates.

Watch for conflicts between McAfee and Webroot Secure Anywhere - I am not familiar with these programs but we've had issues with them individually at work. If it were my system, I'd remove one of them completely just to be sure.

This memory dump blames Rt64win7.sys - a driver component of your wired networking device. Please:
- download a fresh copy of the networking drivers from the motherboard manufacturer's support website
- un-install the current networking drivers
- install the freshly downloaded drivers
- test for futher BSOD's

Please note that there are traces of the McAfee in the memory dump also. It's possible that the networking components of McAfee may be causing issues - so if updating the networking drivers doesn't help - removing McAfee would be the next step (but don't leave yourself unprotected - post back for further suggestions)

Analysis:
The following is for information purposes only.

Code:

**************************Thu Sep 20 09:40:34.992 2012 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\_jcgriff2_\dbug\__Kernel__\092012-26925-01.dmp]
Windows 7 Kernel Version 7601 (Service Pack 1) MP (4 procs) Free x64
Built by: 7601.17835.amd64fre.win7sp1_gdr.120503-2030
System Uptime:3 days 17:18:37.004
BugCheck Code: BugCheck 9F, {3, fffffa80058aea10, fffff8000544e3d8, fffffa800fa94790}
*** WARNING: Unable to verify checksum for win32k.sys
Probably caused by :pci.sys
BugCheck Info: DRIVER_POWER_STATE_FAILURE (9f)
DEFAULT_BUCKET_ID:  WIN7_DRIVER_FAULT
BUGCHECK_STR:  0x9F
PROCESS_NAME: System
FAILURE_BUCKET_ID: X64_0x9F_3_Rt64win7_IMAGE_pci.sys
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Thu Sep 20 09:40:34.992 2012 (UTC - 4:00)**************************

3rd Party Drivers:
The following is for information purposes only.
Any drivers in red should be updated or removed from your system. And should have been discussed in the body of my post.

Code:

**************************Thu Sep 20 09:40:34.992 2012 (UTC - 4:00)**************************
intelppm.sys                Mon Jul 13 19:19:25 2009 (4A5BC0FD)
PxHlpa64.sys                Tue Oct 20 14:08:42 2009 (4ADDFCAA)
amdxata.sys                 Fri Mar 19 12:18:18 2010 (4BA3A3CA)
HECIx64.sys                 Tue Sep 21 12:59:04 2010 (4C98E458)
IntcDAud.sys                Fri Oct 15 04:28:17 2010 (4CB810A1)
Rt64win7.sys                Mon Oct 25 05:33:07 2010 (4CC54ED3)
iaStor.sys                  Sat Nov  6 03:44:52 2010 (4CD50774)
TurboB.sys                  Mon Nov 29 18:02:31 2010 (4CF43107)
CtClsFlt.sys                Wed Jan 19 22:20:46 2011 (4D37AA0E)
iwdbus.sys                  Wed Mar  9 18:43:23 2011 (4D78109B)
igdkmd64.sys                Sun Apr 10 14:50:59 2011 (4DA1FC13)
Apfiltr.sys                 Thu May 12 11:28:31 2011 (4DCBFC9F)
btmaud.sys                  Wed May 18 17:11:44 2011 (4DD43610)
btmaux.sys                  Wed May 18 17:11:49 2011 (4DD43615)
btmhsf.sys                  Tue Jul 12 11:45:04 2011 (4E1C6C00)
iBtFltCoex.sys              Tue Jul 19 21:54:03 2011 (4E26353B)
tixhci.sys                  Wed Jul 20 14:38:04 2011 (4E27208C)
tihub3.sys                  Wed Jul 20 14:38:25 2011 (4E2720A1)
stwrt64.sys                 Thu Sep  8 06:48:44 2011 (4E689D8C)
AMPPAL.sys                  Thu Sep 15 12:48:22 2011 (4E722C56)
NETwNs64.sys                Sun Sep 18 05:26:48 2011 (4E75B958)
Sftvollh.sys                Fri Sep 30 12:42:46 2011 (4E85F186)
Sftplaylh.sys               Fri Sep 30 12:43:05 2011 (4E85F199)
Sftfslh.sys                 Fri Sep 30 12:43:06 2011 (4E85F19A)
Sftredirlh.sys              Fri Sep 30 12:43:14 2011 (4E85F1A2)
mfehidk.sys                 Mon Feb 13 18:36:14 2012 (4F399E6E)
mfewfpk.sys                 Mon Feb 13 18:36:29 2012 (4F399E7D)
mfenlfk.sys                 Mon Feb 13 18:36:45 2012 (4F399E8D)
mfeavfk.sys                 Mon Feb 13 18:37:27 2012 (4F399EB7)
mfefirek.sys                Mon Feb 13 18:40:07 2012 (4F399F57)
cfwids.sys                  Mon Feb 13 18:40:56 2012 (4F399F88)
WRkrn.sys                   Mon Aug 27 21:30:35 2012 (503C1F3B)

**Mborhman** · 09-26-2012

Thank you very much John, I got off of work late today and will try your suggestions tomorrow. I will post back with updates.

**Mborhman** · 10-01-2012

Hey john, sorry for the delay in responding. I have gone to the Dell support website and attempted to find and download the network drivers relevant to my system, but Dell's driver support pages aren't exactly what I thought it would be. Instead of finding a database of drivers, the site directs me to enter my service tag and shows me a list of subsystems with drivers to download, based on my current configuration. Only networking drivers available to me have to deal with bluetooth wireless adapter, of which I went ahead and updated.
Anyways, my main problem is the shutdown issue, the BSOD only happened one time, i just figured it had something to do with the shutdown issue. Do you have any suggestions about the shutdown issue?
Also, i do have Mcafee and Webroot, i got webroot when i got the system, thinking that Mcafee's subscribtion had run out. Come to find out, the other day when I'm about to uninstall Mcafee altogether, it's still active and in full. Which one do you think i should keep? You mentioned Mcafee was in the dumpfile, so that right there makes me want to ditch it. Webroot got good reviews though.
Really, I just want the shutdown issue resolved, it's maddening. Any help you can provide will be awesome, thank you very much. If you need more precise info on the shutdown issue, let me know, and I'll supply it.

**usasma** · 10-02-2012

Webroot is also in the memory dump. I see a lot of McAfee (and Norton) BSOD's - so I tend to notice these 2.
But the problems that I've seen with Webroot are usually related to networking settings - and are similar to the McAfee issues,.

I'd suggest that it comes down to your personal preference. Each of the programs is very deeply involved in the operation of your system - so I'd suspect that there was a conflict between them, and that you must remove one of them completely. I wouldn't be surprised if it stopped the shutdown issue - but there's no guarantees here.

I'm familiar with the McAfee Consumer Products Removal (MCPR) tool - so I'd be more comfortable using that.
Either way you go, you must use a removal tool in order to ensure that you've gotten rid of all traces of one of these programs (here's a list of different removal tools that I made up a while back: Antivirus Uninstallers

Give that a try and see if it helps. If not, reboot several times and then generate a new set of reports to see if we can find anything additional in them.

Good luck!

**Mborhman** · 10-03-2012

Hey John, thank you for helping me. I completely uninstalled McAfee, using the Add/Remove Programs first as requested then using MCPR afterwards. It's gone. I still have the shutdown issue. Curiously, I had "an unable to start Windows" this morning. My fiance clicked on the first screen without me seeing it first, but the subsequent screen had a progress bar saying that it was scanning for errors and fixing them as needed. I think she hit a restore to previous point option, I don't know for sure.
I checked on the Dell support center history, that's how I knew there was an BSOD that I was initially unaware of, and it said that I had I had some critical events, I attached a pic below of what I'm talking about. How do you want me to send a "snapshot" of this computer, like before, or different since this isn't technically a BSOD? Thanks in advance.

**usasma** · 10-04-2012

See the part where it says "These files may be available here:"?
Please zip those files up and upload them with your next post.

The previous reports are still OK, but the above reports can give us more info on the application crash.
With that in hand, then I'll start scanning through the event viewer logs that you've provided and we'll see what we can find.

This may be 2 separate issues (BSOD and shutdown)
or they may be related.

Keep an eye out for further BSOD's and we'll just work on the errors that we find.

**Mborhman** · 10-04-2012

Here you go, thanks again. I looked briefly at the contents and couldn't make heads or tails of it, except I did see the dates 9/26/12 and 10/03/12 associated with the files. Hope it helps.ReportArchive.zip

**usasma** · 10-05-2012

I found problems with the Dell Support Center. Please uninstall it (you can download and install a fresh copy once the problems stop).

I also found unexplained shutdowns - which tend to point at hardware or malware. Please run these free hardware diagnostics: Hardware Diagnostics

Please make sure that the system isn't overheating - that could cause unexplained shutdowns.

Have you updated or replaced the network drivers that I mentioned in an earlier post?

**Mborhman** · 10-07-2012

Sorry for the delay, my job and family take most of my time nowadays, good thing though. Anyways, I have updated the drivers and uninstalled Dell Support Center. I still have problems with shutting down, (eg, Clicking the shutdown button under the start menu, and the cpu never shuts down, screen goes black after the cpu goes through the shutting down screens, but the power button is still illuminated as the cpu never turns off, forcing me to hold the power button down until it turns off).
Now you mentioned overheating and I wondered if you're on to something. I purchased a laptop cooler awhile ago, dual fan type, to combat laptop overheating because I use the laptop a lot. I suspect if it has overheated, I wonder if something has happened, causing my lack of shutting down properly issues. Naive as I think I have been if this is the case, I figured that the cooling fans would be more than sufficient to cool the laptop, and it would be fine to leave the laptop on overnight sometimes while downloading via bittorrent. If the laptop has been damaged because of that treatment, then.... ****! And btw, I download quite a lot, I have 4tb worth and counting.
Oh yeah, I ran memory test on a bootable disk, from your website, and it tested fine. I ran a couple of the malware scans and all was fine as well. I'm off of work tomorrow so I should be able to post back sooner. Thank you very much for helping me out thus far.

Bugcheck code: 0x9F (0x3) and "Won't Shutdown Properly" issues

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Bugcheck code: 0x9F (0x3) and "Won't Shutdown Properly" issues

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