avid support cant figure it out, maybe you can?

[satch1717]

i purchased the eleven rack/pro tools 12 perpetual combo from alto music over a month ago and i am plagued by BSOD. ive been working 7 day a week and 12 hours a day for the last 4 months straight and i just want to take advantage of this slow month of work and record some music. but all ive been doing is dealing with random BSOD.

it takes anywhere from 10 minutes to an hour and a half to shut down into a BSOD. ive been in constant contact with avid support and they are narrowing it down to something with the eleven rack. i have already completed the full avid computer optimization list along with sweetwaters pro tools suggestions, except I couldn’t find where to change the bois like they were talking about. But from what ive read with my specific computer ive made all changes I could have made anyway. there is almost nothing else on my computer, and certainly no heavy gaming or other powerful softwares. Ive also recently had it completely wiped clean before i got pro tools so there wouldnt be an issue on my end hopefully.

Avid support has taken me from version 1.1.11 to version 1.1.10 for the drivers and still the same behavior. sometimes pro tools lags a bit when im playing something back or recording and if i stop it in time i wont BSOD, at least, thats what i think im preventing. its unfortunately unrepeatable. and most importantly i dont have to have pro tools open either. if the 11r is on and im not even using pro tools it still has had a BSOD. Ive done a memory test which came back fine. I have a powered USB hub to downgrade USB 3.0 to 2.0 per avid support suggestion in-between my 11r and my computer. On the bottom of the BSOD it always says “avidelevenrack.sys”. The following is my Sandra report and after that is the message after my computer has rebooted after a BSOD.

So hopefully someone sees something obvious that avid support is missing, after a month of this im certainly at my wit’s end.

SiSoftware Sandra

ID
Host Name : User-PC
Workgroup : WORKGROUP

Computer
Model : HP ENVY TS 17 Notebook PC 103C_5335KV G=N L=CON B=HP S=ENV
Serial Number : 5CG35*****
Chassis : HP Notebook
Mainboard : HP 1965
Serial Number : PDWPH00*******
BIOS : Insyde F.56 04/23/2014
Intel vPro : 9.00.02.1345
Total Memory : 12GB DDR3 SO-DIMM

Processors
Processor : Intel(R) Core(TM) i7-4700MQ CPU @ 2.40GHz (4C 8T 3.19GHz/3.4GHz, 3.2GHz IMC/3.4GHz, 4x 256kB L2, 6MB L3)
Socket/Slot : FC PGA947 (G3)

Chipset
Memory Controller : HP Core (Haswell) DRAM Controller 100MHz, 2x 6GB DDR3 SO-DIMM 1.6GHz 128-bit, Integrated Graphics

Memory Module(s)
Memory Module : Nanya M2S4G64CC88B4N-DI 4GB DDR3 SO-DIMM PC3-12800SO DDR3-1600 (11-11-11-29 5-40-13-6)
Memory Module : Mushkin 992038 8GB DDR3 SO-DIMM PC3-12800SO DDR3-1600 (11-11-11-29 5-40-13-6)

Video System
Monitor/Panel : ChiMei Generic PnP Monitor (1600x1200, 17.6")
Video Adapter : Intel(R) HD Graphics 4600 (20CU 160SP SM5.0 1.15GHz, 512kB L2, 64MB DDR3 1.6GHz 128-bit, Integrated Graphics)

Graphics Processor
OpenCL GP Processor : Intel(R) HD Graphics 4600 (160SP 20C 1.15GHz, 2MB L2, 1.6GB DDR3 1.6GHz 128-bit, Integrated Graphics)
Compute Shader Processor : Intel(R) HD Graphics 4600 (160SP 20C 1.15GHz, 512kB L2, 64MB DDR3 1.6GHz 128-bit, Integrated Graphics)
OpenGL Processor : Intel(R) HD Graphics 4600 (160SP 20C 1.15GHz, 512kB L2, 16MB DDR3 1.6GHz 128-bit, Integrated Graphics)

Pen and Touch
Touch Digitiser : Integrated
Multi-Touch : Yes
Simultaneous Touches : 10
Pen Digitiser : External

Storage Devices
INTEL SSDSC2BW480H6 (480.1GB, SATA600, 2.5", SSD, SED) : 447GB (C:)
hp CDDVDW SU-208CB (SATA, DVD+-RW, CD-RW) : N/A (D:)

Logical Storage Devices
System Reserved : 100MB (NTFS, 4kB) @ INTEL SSDSC2BW480H6 (480.1GB, SATA600, 2.5", SSD, SED)
Hard Disk (C:) : 447GB (NTFS, 4kB) @ INTEL SSDSC2BW480H6 (480.1GB, SATA600, 2.5", SSD, SED)
Optical Drive (D:) : N/A @ hp CDDVDW SU-208CB (SATA, DVD+-RW, CD-RW)

Peripherals
LPC Hub Controller 1 : HP Lynx Point LPC Controller
Audio Device : HP Lynx Point HD Audio Controller
Audio Codec : Integrated Device Tech 76E0
Disk Controller : HP Lynx Point 6-Port SATA AHCI Controller
USB Controller 1 : HP Lynx Point USB xHCI Host Controller
USB Controller 2 : HP Lynx Point USB Enhanced Host Controller #2
USB Controller 3 : HP Lynx Point USB Enhanced Host Controller #1
SMBus/i2c Controller 1 : Intel ICH SMBus

Printers and Faxes
Printer : Send to Microsoft OneNote 16 Driver (1200x1200, Colour)
Printer : HP OfficeJet Pro 8720 (600x600, Colour)
Printer : HPOJ8720_Fax_Driver (300x300, Colour)

Scanners and Cameras
Scanner : HP OfficeJet Pro 8720 (NET) (Scanner, USB)

Network Services
Network Adapter : Realtek PCIe GBE Family Controller (Ethernet)
Network Adapter : Bluetooth Device (Personal Area Network) (Ethernet)
Network Adapter : Kaspersky Security Data Escort Adapter (Ethernet)
Wireless Adapter : Intel(R) Wireless-N 7260 (802.11n (HT), AES-CCMP, 144Mbps)

Power Management
Battery No 1 : Hewlett-Packard Primary 43.62Wh/3.83Ah

Operating System
Windows System : Microsoft Windows 7 Ultimate 6.01.7601 (Service Pack 1)
Platform Compliance : x64


and the message after reboot


Problem signature:
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033

Additional information about the problem:
BCCode: d1
BCP1: 000000000000000C
BCP2: 0000000000000002
BCP3: 0000000000000000
BCP4: FFFFF88004EE756A
OS Version: 6_1_7601
Service Pack: 1_0
Product: 256_1

[QuikDraw]

I never run mismatched memory modules. If it were my machine I would get two identical modules from the same manufacturer, preferably purchased together as a matched pair.

Even though your memory tests fine, it could still be a problem. I was getting random BSOD once with memory testing fine. I replaced the ram, and never had a problem after that.

[satch1717]

Interesting, I'll certainly look into that.and it's funny cause I kept asking the guy if my Sandra report looked ok. It's fine if I have to replace anything and he kept saying it all looks fine. I guess we'll see.

[satch1717]

Ok so, what's the best memory modules I can buy for my computer? I have no idea about what parameters mean what.

[Southsidemusic]

I would start by pulling out the 4GB RAM module and see if your problems disappears and 8GB is well enough for testing and recording. We run a mid2013 macbook pro with 8GB ram and 512GB SSD when on the road and it works GREAT with VI and many plugins. Always 70+ tracks without hiccups.

[satch1717]

Well, I pulled out 4gb and then left pro tools open for around a half hour and then it BSOD by the time I came back. Then thinking it might be the 8 gb module I swapped out the modules and left it for around a half hour again with the same conditions and it BSOD again. Then I shut off the eleven rack and didn't open pro tools and left the computer idle for 3 hours and nothing shut down.

So I think it's safe to say it's not the modules. Although I will look into upgrading to a 16 GB matched set anyway. Any other ideas? Thanks for the ideas so far, it's certainly good to check things off the list.

[YYR123]

Did you trash the prefs?

And retry?

What version of PT?

What version of OS?

Is it a clean install?

Have you ever had success with that laptop?

https://www.sweetwater.com/sweetcare...s-preferences/

[satch1717]

I just trashed my preferences and I'll test it out now. But this has happened since day 1.

I'm using 12.7

Windows 7 ultimate sp1

The second time I loaded pro tools support was with me helping me to confirm I did everything correctly.

And this laptop easily handled SOLIDWORKS before without any issues. And now everything has been wiped clean like it's a new computer and the only "real" software is pro tools now.

[YYR123]

What about an earlier version of PT? 12.4 seems to be the winner as far as stability is concerned

[Darryl Ramm]

What did Avid support actually look at and try? it would be nice to avoid asking folks here to waste their time going over the same stuff.

What exactly does the blue screen crash report say... from using Windows Event Viewer. Lots of info on how to to that report is on the Web if you search for it. That is the very first thing Avid support should have looked at. Did they? Sandra reports etc. are all less useful than that.

Don't spend too much time trying stuff before you just try a clean Windows install. Grab a spare drive or disk partition and do a full clean install of Windows. Ideally a genuine Windows install not a HP recovery install. Install absolutely the minimum drivers needed and test the interface works with Windows before installing Pro Tools and plugins, and other drivers testing a you go. I would have likely done that very soon after this first started happening, especially if you need to return the Eleven Rack to Alto Music. Have you tried running the Eleven Rack on another computer?