Some kind of blue death I guess

Nyghtjock3r

Thread Starter
Joined
Oct 27, 2020
Messages
8
Sometimes when i watch videos on youtube and stuff like that, my pc crashes like in the picture i attached. I guess it isn't virus, but is here someone who know what causes this?
I thought one of the possible way why this is happening is, that i added some ram to my laptop and i might have broke something inside it
 

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Cookiegal

Karen
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Malware Specialist Coordinator
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Please be careful with your language as this is a family friendly site. I've edited your post accordingly.

Also, I've moved the thread to the Hardware forum.
 

flavallee

Frank
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Messages
82,458
Your image is very dark, and there appears to be 2 different size displays in it.

Is your laptop connected to an external flat-screen monitor?

What is the brand name and model name and model number and serial number of your laptop?

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Nyghtjock3r

Thread Starter
Joined
Oct 27, 2020
Messages
8
Your image is very dark, and there appears to be 2 different size displays in it.

Is your laptop connected to an external flat-screen monitor?

What is the brand name and model name and model number and serial number of your laptop?

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1. Yes i got my laptop connecte. To external monitor.
2. Acer TravelMate P648-G3-M
3. S/N: NXVG4EG0027340AFB4340
SNID: 73404498034
 

flavallee

Frank
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Messages
82,458
You have an Acer TravelMate P648-G3-M laptop which came with Windows 10 Pro 64-bit and came these specs:

14" display (1920 X 1080)
Intel Core i5-7200U 2.50 GHz dual core processor
8 GB DDR4 RAM
256 GB SATA3 solid state drive
Intel HD Graphics 620 integrated graphics
Realtek high definition audio
Intel Dual Band Wireless-AC 7265 802.11ac wireless
Intel I219-LM gigabit ethernet
3-cell 4350 mAh Lithium battery
65W power adapter

The 8 GB of RAM your laptop came with is non-removable, but it has a single SODIMM slot for adding more RAM.
You can add either a 8 GB module or a 16 GB module to increase the total amount to 16 GB or 24 GB.

If your laptop is not connected to an external monitor, does it work okay and does it display okay?

--------------------------------------------------
 

Nyghtjock3r

Thread Starter
Joined
Oct 27, 2020
Messages
8
You have an Acer TravelMate P648-G3-M laptop which came with Windows 10 Pro 64-bit and came these specs:

14" display (1920 X 1080)
Intel Core i5-7200U 2.50 GHz dual core processor
8 GB DDR4 RAM
256 GB SATA3 solid state drive
Intel HD Graphics 620 integrated graphics
Realtek high definition audio
Intel Dual Band Wireless-AC 7265 802.11ac wireless
Intel I219-LM gigabit ethernet
3-cell 4350 mAh Lithium battery
65W power adapter

The 8 GB of RAM your laptop came with is non-removable, but it has a single SODIMM slot for adding more RAM.
You can add either a 8 GB module or a 16 GB module to increase the total amount to 16 GB or 24 GB.

If your laptop is not connected to an external monitor, does it work okay and does it display okay?

--------------------------------------------------
No, it crashes either when i have connected my monitor or not. But do you have any ideas why this is happening, in which section can be the problem
 

flavallee

Frank
Trusted Advisor
Joined
May 12, 2002
Messages
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Does this happen all the time, or only when you're watching videos?

If your laptop is able to work correctly for a few minutes, please do the following in it:

Download and save the tsginfo.exe file.
After it's been downloaded and saved, double-click it to run it.
Information about your laptop will appear.
Return here to your thread, then copy-and-paste the ENTIRE text here.

--------------------------------------------------
 

Nyghtjock3r

Thread Starter
Joined
Oct 27, 2020
Messages
8
Tech Support Guy System Info Utility version 1.0.0.9
OS Version: Microsoft Windows 10 Pro, 64 bit, Build 18362, Installed 20200401201822.000000+060
Processor: Intel(R) Core(TM) i5-7200U CPU @ 2.50GHz, Intel64 Family 6 Model 142 Stepping 9, CPU Count: 4
Total Physical RAM: 16 GB
Graphics Card: Intel(R) HD Graphics 620, 1024 MB
Hard Drives: C: 237 GB (72 GB Free);
Motherboard: KBL BAD40_KL, ver V1.02, s/n NXVG4EG0027340AFB43400
System: Insyde Corp., ver ACRSYS - 0, s/n NXVG4EG0027340AFB43400
Antivirus: Windows Defender, Enabled and Updated
Does this happen all the time, or only when you're watching videos?

If your laptop is able to work correctly for a few minutes, please do the following in it:

Download and save the tsginfo.exe file.
After it's been downloaded and saved, double-click it to run it.
Information about your laptop will appear.
Return here to your thread, then copy-and-paste the ENTIRE text here.

--------------------------------------------------
Tech Support Guy System Info Utility version 1.0.0.9
OS Version: Microsoft Windows 10 Pro, 64 bit, Build 18362, Installed 20200401201822.000000+060
Processor: Intel(R) Core(TM) i5-7200U CPU @ 2.50GHz, Intel64 Family 6 Model 142 Stepping 9, CPU Count: 4
Total Physical RAM: 16 GB
Graphics Card: Intel(R) HD Graphics 620, 1024 MB
Hard Drives: C: 237 GB (72 GB Free);
Motherboard: KBL BAD40_KL, ver V1.02, s/n NXVG4EG0027340AFB43400
System: Insyde Corp., ver ACRSYS - 0, s/n NXVG4EG0027340AFB43400
Antivirus: Windows Defender, Enabled and Updated

Mostly it happens while I am watching a video, but sometimes just when i am browsing on net and other stuff.
Btw thank you so much for your time and help :)
 

flavallee

Frank
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Joined
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Messages
82,458
Tech Support Guy System Info Utility version 1.0.0.9
OS Version: Microsoft Windows 10 Pro, 64 bit, Build 18362, Installed 20200401201822.000000+060
Processor: Intel(R) Core(TM) i5-7200U CPU @ 2.50GHz, Intel64 Family 6 Model 142 Stepping 9, CPU Count: 4
Total Physical RAM: 16 GB
Graphics Card: Intel(R) HD Graphics 620, 1024 MB
Hard Drives: C: 237 GB (72 GB Free);
Motherboard: KBL BAD40_KL, ver V1.02, s/n NXVG4EG0027340AFB43400
System: Insyde Corp., ver ACRSYS - 0, s/n NXVG4EG0027340AFB43400
Antivirus: Windows Defender, Enabled and Updated
It looks like you added another 8 GB of RAM to the original 8 GB that came in your laptop.
Running your laptop with 16 GB of RAM instead of only 8 GB is a good move. (y)

It looks like Windows 10 in your laptop is running Build 18362, so it's more than a year out of date. (n)
Yours is running Build 18362 which was released in May 2019.
Build 18363 was released in November 2019.
Build 19041 was released in May 2020.
Build 19042 was released in October 2020.

Go into the Device Manager and then expand the Display Adapters heading.
Double-click the Intel HD Graphics 620 device so its properties window can appear.
Click the Driver tab.
What's the exact driver version and driver date listed there?

--------------------------------------------------
 

Nyghtjock3r

Thread Starter
Joined
Oct 27, 2020
Messages
8
It looks like you added another 8 GB of RAM to the original 8 GB that came in your laptop.
Running your laptop with 16 GB of RAM instead of only 8 GB is a good move. (y)

It looks like Windows 10 in your laptop is running Build 18362, so it's more than a year out of date. (n)
Yours is running Build 18362 which was released in May 2019.
Build 18363 was released in November 2019.
Build 19041 was released in May 2020.
Build 19042 was released in October 2020.

Go into the Device Manager and then expand the Display Adapters heading.
Double-click the Intel HD Graphics 620 device so its properties window can appear.
Click the Driver tab.
What's the exact driver version and driver date listed there?

--------------------------------------------------
26.09.2017
22.20.16.4815
 

flavallee

Frank
Trusted Advisor
Joined
May 12, 2002
Messages
82,458
The Intel HD Graphics 620 integrated graphics device in your laptop has a very outdated driver. (n)
Version 22.20.16.4815 was released on September 26, 2017.
The most current Windows 10 64-bit driver is version 27.20.100.8853 which was released on October 19, 2020.

In the Driver tab, are you able to select the driver update option and then automatically search on-line for a driver update?
What happens when you try to update the graphics driver in that manner?
(Your laptop first needs to have a working internet connection)

--------------------------------------------------
 

Nyghtjock3r

Thread Starter
Joined
Oct 27, 2020
Messages
8
The Intel HD Graphics 620 integrated graphics device in your laptop has a very outdated driver. (n)
Version 22.20.16.4815 was released on September 26, 2017.
The most current Windows 10 64-bit driver is version 27.20.100.8853 which was released on October 19, 2020.

In the Driver tab, are you able to select the driver update option and then automatically search on-line for a driver update?
What happens when you try to update the graphics driver in that manner?
(Your laptop first needs to have a working internet connection)

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That i am running the best driver. Better drivers could be on web Windows update
 

flavallee

Frank
Trusted Advisor
Joined
May 12, 2002
Messages
82,458
Without me being there to see your laptop, there's not much else I can do.
Windows 10 is very out of date, and the graphics driver is extremely out of date, so I'm guessing there are also other issues with it.
What it really needs is a clean re-install of Windows 10 Pro 64-bit Build 19041 or 19042 and a fresh start.

---------------------------------------------------
 

Couriant

James
Moderator
Joined
Mar 26, 2002
Messages
37,734
Since you stated that the issue happened when you added in the memory, try removing the RAM to see if the issue subsided.

What you are showing looks like an issue with the video driver or the integrated graphics. Since the Intel HD Graphics 620 does not have dedicated memory (from what I can tell), it will use the system memory as well so the video card may not like the memory you put in.

What is the brand of the memory you added?
 

Nyghtjock3r

Thread Starter
Joined
Oct 27, 2020
Messages
8
Since you stated that the issue happened when you added in the memory, try removing the RAM to see if the issue subsided.

What you are showing looks like an issue with the video driver or the integrated graphics. Since the Intel HD Graphics 620 does not have dedicated memory (from what I can tell), it will use the system memory as well so the video card may not like the memory you put in.

What is the brand of the memory you added?
HyperX
 

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