PS63 Modern 8RC: Sleep function not working, USB ports disconnecting, repeating blue screen of death

eer157202e5

New member
Joined
Sep 24, 2020
Messages
7
Hello,

I have strange issues with my MSI PS63 Modern 8RC, bought in April 2019. Runs on Windows 10 Home v.2004. Problems started at some point during this summer. There have been no technical modifications made to the computer, except an extra 16GB RAM installed in 2019 which caused no issues at all.

Problem 1: When I put the laptop into sleep mode (or it goes in the sleep mode by itself), it doesn't wake up. Instead, it quickly flashes the MSI logo on the screen, like it does when restarting the computer. Then it turns off. After pressing the power button to restart the computer, it either starts without problems or ends up into Windows blue error screen stating that there is an error and the laptop needs to be restarted. There is usually an error code, but it keeps changing. Some of the error codes I have written down are listed below. After this, it either restarts or ends up showing another screen saying that "an automatic repair has to be done". The repair process starts, "diagnosing...", "repairing...", and it usually ends up in message saying "Automatic repair couldn't fix the computer".

(Please note that the above mentioned Windows error messages are not exactly those. My system is in another language (Finnish) so I have tried my best to translate the messages into English. In English systems they are probably not exactly as written above.)

Here are some error codes I have received: "Page fault in nonpaged area". "IRQL not less or equal". "Video memory management internal". "Stop code: 0xc000021a". "Critical structure corruption". "Bad system config info". There may have been some others, but I have not always managed to write them down.

Sometimes the laptop goes into sleep while I go into another room, even though I have set it to NOT go to sleep while connected to external power.

Problem 2: Too often nowadays, the laptop throws in the Windows blue screen of death for no reason. The error codes are usually the same as mentioned in problem 1. The behavior is the same as with the sleep mode problem.

Problem 3: The USB ports are not functioning well. Sometimes a keyboard connected to a USB port works, and sometimes while typing it stops working. I can move it to another USB port and then it works. In that case, the faulty USB port doesn't function with any other device either. I have connected external hard disks, phone, etc. The phone seems to charge most of the time though, even if the data connection is not functional. But then, after few reboots, the same USB port might be fully functional again, and similar issues might appear on the other USB ports. So this problem can appear on any USB port, and it is temporary.

What I have tried to do:
  • I have searched the internet and read about the mentioned error codes, and tried many different solutions offered. None have worked.
  • I have tried to go back to an earlier restore point.
  • I have updated all possible drivers.
  • I have reset the Windows completely to factory settings (new install). The problems start to occur even before installing any other software.
Does anyone have any idea what could cause this? Does this sound like a hardware issue? If hardware, what part might be faulty? If software or driver issue, what can I do at this point?

Thank you for all advice. I really liked this laptop and it was expensive, so I would like it to function well again.
 

eer157202e5

New member
Joined
Sep 24, 2020
Messages
7
I forgot to mention, I have also run the Windows memory diagnostics tool and it found no errors.
 

Amaella

Active member
MAJOR
Joined
May 26, 2017
Messages
1,270
The only things you could still try without opening it up would be to make sure bios and ec firmware are up to date. If that does not work install windows clean from a usb using the media creation tool: https://www.microsoft.com/en-us/software-download/windows10
After that if it still does not work accordingly I would consider the ram after all even if the test did not show errors. If it was installed by the reseller that is where you would pursue warranty for sure, if not then I would open it up and try it with only 1 ram stick inside at a time... If you send it to MSI they will want to test it stock so any additional ram you put it they will remove - but if you can open it up and test yourself if it's any of the ram sticks then I would do that, saves a lot of time and shipping fees. On the other hand if you break anything physically then there is obviously no warranty on the broken part anymore.
 

eer157202e5

New member
Joined
Sep 24, 2020
Messages
7
Thank you for your reply! The BIOS is up to date, but the EC firmware seems to be a bit different than the version here: https://www.msi.com/Laptop/support/PS63-MODERN-8RC#down-driver&Win10 64

The version on the website is 1.106 and my laptop has 1.104. I downloaded the update package and installed it according to the instructions. My laptop doesn't have a removable battery so I couldn't take it out, but according to the manual of my laptop, I pressed the reset button with a metallic paper clip for more than 10 seconds with power cable disconnected. This should have done the job, but for some reason, MSI Help Desk still shows EC version as 1.104. Seems like it was not updated at all? Strange.
 

Crazydonkey

Active member
SECOND LIEUTENANT
Joined
Jun 30, 2020
Messages
629
Go to bios menu > systme informaiton to check the ec firmware version.
 

eer157202e5

New member
Joined
Sep 24, 2020
Messages
7
Thank you for the tip @Crazydonkey, in BIOS I can see that the EC firmware has been updated to 1.106. Funny, that the MSI Help Desk app still shows EC 1.104.

However, the EC update didn't help, problems still persist.

I also noticed that on the MSI support website, the "official version" for Nvidia Graphics Driver is 417.22. However, after the clean install of Win10, Windows automatically installed a more recent version 431.84. I read from some forums online that these kinds of issues (related to sleep function) can be related to graphic drivers.

So, I tried to uninstall Nvidia software and reinstalled the "official" 417.22 version. Everything seemed to be ok first, but after a few hours, the computer went totally crazy and I couldn't access it at all. I had to do a clean Windows installation again, and even that was first interrupted by the blue screen of death :D. The second time was successful.

Anyway, now I am testing a clean Windows installation as @Amaella recommended, without the other RAM chip. Let's see. I would be surprised if the additional RAM is the issue, as it has been installed for 1 year without any problems.

Thank you for all the help so far. I will post further developments...
 

Veriac

New member
Joined
Sep 25, 2020
Messages
4
Hello there,

@eer157202e5
Is there by any chance that you have the old EC Firmware 104 file? I would be glad if you could upload that for me.
 

Amaella

Active member
MAJOR
Joined
May 26, 2017
Messages
1,270
Thank you for the tip @Crazydonkey, in BIOS I can see that the EC firmware has been updated to 1.106. Funny, that the MSI Help Desk app still shows EC 1.104.

However, the EC update didn't help, problems still persist.

I also noticed that on the MSI support website, the "official version" for Nvidia Graphics Driver is 417.22. However, after the clean install of Win10, Windows automatically installed a more recent version 431.84. I read from some forums online that these kinds of issues (related to sleep function) can be related to graphic drivers.

So, I tried to uninstall Nvidia software and reinstalled the "official" 417.22 version. Everything seemed to be ok first, but after a few hours, the computer went totally crazy and I couldn't access it at all. I had to do a clean Windows installation again, and even that was first interrupted by the blue screen of death :D. The second time was successful.

Anyway, now I am testing a clean Windows installation as @Amaella recommended, without the other RAM chip. Let's see. I would be surprised if the additional RAM is the issue, as it has been installed for 1 year without any problems.

Thank you for all the help so far. I will post further developments...
Any electronic part can go bad. Even the original ram could. I am not a technical expert but those are the most logical steps to follow when troubleshooting from my experience of having owned multiple laptops and desktops. I built 1 pc on my own, 2 other together with my boyfriend and have had to troubleshoot parts going bad, including a shorted cpu - that one was fun! Seemed to have been a common issue with the x299 motherboard when entering sleep - it would nuke the cpu with extra voltage and kill it lol. We no longer own that motherboard ofc :D Thank god pc parts are easy to swap, you have it a bit more difficult and at some point you just can't help it but send it to MSI for testing. PC's don't have that problem as the user can generally narrow it down easily to a single relatively cheap part to replace.
 

Crazydonkey

Active member
SECOND LIEUTENANT
Joined
Jun 30, 2020
Messages
629
Thank you for the tip @Crazydonkey, in BIOS I can see that the EC firmware has been updated to 1.106. Funny, that the MSI Help Desk app still shows EC 1.104.

However, the EC update didn't help, problems still persist.

I also noticed that on the MSI support website, the "official version" for Nvidia Graphics Driver is 417.22. However, after the clean install of Win10, Windows automatically installed a more recent version 431.84. I read from some forums online that these kinds of issues (related to sleep function) can be related to graphic drivers.

So, I tried to uninstall Nvidia software and reinstalled the "official" 417.22 version. Everything seemed to be ok first, but after a few hours, the computer went totally crazy and I couldn't access it at all. I had to do a clean Windows installation again, and even that was first interrupted by the blue screen of death :D. The second time was successful.

Anyway, now I am testing a clean Windows installation as @Amaella recommended, without the other RAM chip. Let's see. I would be surprised if the additional RAM is the issue, as it has been installed for 1 year without any problems.

Thank you for all the help so far. I will post further developments...
did you clean install win10 20h1? cloud download may help you update all the necessary drivers at the same time.
So make sure the network is disconnected before you clean install os.
btw, do you mean the problem starts as the graphics updated to 431.84?
windows update still keep crashing your laptop, maybe you can try to temporarily disable windows update and report the issue to msi tech support.
 
Top