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GCS>Sun Microsystems>Servers>x64 Servers
 

Applies to:

Purpose

This document will advise on how to confirm and handle panics on x64 systems running the Microsoft Windows operating system.

Symptoms:

- System displayed a blue screen.
- System displayed a blue screen with strange characters and then rebooted.
- System rebooted and after logging in I have a warning like "System Failure: Stop error".
- System rebooted and warns me saying "The system has recovered from a serious error".
- System rebooted and in the events I have a warning like "System error".

Please validate that each troubleshooting step below is true for your environment.
The steps will provide instructions or a link to a document, for validating the step and taking corrective action as necessary. The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution.

Please do not skip a step.

Last Review Date

Instructions for the Reader

Troubleshooting Details

If system was not booted in debug mode, you can see the Blue Screen of Death followed by system reboot.

If you merely see the Blue Screen of Death, you may have a system hang.

Details on handling system hangs can be found in:

Document: 1017776.1 "What to do on Microsoft Windows Hangs on any X64 Sun Microsystems systems".

If dump was successful you will find minidumps or memory dumps in the pre_configured locations.

Refer to the section on “How to check and configure the dump type and location?” in

Document: 1007054.1 "How to handle Microsoft Windows Panics on x64 platforms"

Have you seen a BSoD (blue screen of death) ?
It is a page full of white characters and numbers with a blue background color.

For example, see:

http://www.microsoft.com/technet/archive/winntas/tips/techrep/bsod.mspx?mfr=true

Did system reboot but you weren't present when it happened? (usually the BSoD is followed by a system reboot)

Check your dump settings and look into the specified locations for minidumps
or other dump files.

C:\windows\memory.dmp or C:\windows\minidump\minixxxxxx-xx.dmp.

Refer to the section on “How to check and configure the dump type and location” in

Document: 1007054.1 "How to handle Microsoft Windows Panics on x64 platforms"

Step 2 - Perform a Data collection

Take notes of what system was doing at the moment of the crash, date and time.

Have there been any SW or HW recent change to the system configuration ?

Collect minidumps or memory dumps created after the system crash and save them on a stable system.

Collect useful information about your system configuration by running msinfo32 and/or MPS report as described in

Document: 1007054.1 "How to handle Microsoft Windows Panics on x64 platforms"

Collect HW platform specific data using ipmitool or ILOM snapshots (preferred if available on your platform)

Refer to the section on “How do I collect platform specific hardware logs?” in

Document: 1007054.1 "How to handle Microsoft Windows Panics on x64 platforms"

By Default, after a reboot, Windows usually prompts you to send information to Microsoft. This can be configured with Computer Properties->Advanced->Error Reporting.

If your system prompts you such option... do it if you can. You will be redirected to Windows Error Reporting website that helps provide additional information about a crash.

Step 3 - How to get a Core dump analysis.

You need to contact your OS provider.

Refer to the section on “Core dump analysis” in

Document: 1007054.1 "How to handle Microsoft Windows Panics on x64 platforms"

for some references and links.

Step 4 - Raise a Service request.

At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required.

For additional support contact Sun Support.

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