Expert: Bobbert - 8/14/2011

Question
QUESTION: So, I'm not really looking to buy a new computer because I have just purchased one and I was hoping you could help me fix it because you seemed so knowledgeable on computers and also I was unable to find a topic on fixing computers.

So first of all, its not really broken. It runs perfectly fine and in fact, I'm typing this question on it. But sometimes, I'll have it on for a couple hours while its closed and it's on sleep mode. When I turn it on, the video that I was watching turns green once I hit play and only the sound comes on, not the pictures. That's not an issue because I just hit the reload button. But after a few seconds, this blue screen with white letters comes on talking about some type of hardware that I didn't install. This always happens when I leave my computer on for more than 2 hrs it seems, and I cant click out of it or do anything but shut the power off.

So I guess my question is: Is there an issue with my computer? I had JUST purchased it yesterday and I want to know if I got a defective computer or something. If so, I'd like to return it.

Some additional information.
-My computer is a silver Vaio S series
-I have not downloaded much besides Mozilla, and I have only used it to watch movies, facebook, youtube and such
-I got my computer at BestBuy
-I only put it on flat surfaces like it tells you to and I close it when it is not being used.

Ummm yeah. I don't know what other information I can give you or if all that info was even needed, but I'd appreciate it if you can help me answer this question because I don't want my computer to be broken in another few months.

ANSWER: I would need to know more about the specific error message that the BSoD (Blue Screen of Death) is reporting - what software or hardware is it referencing (if you can re-type the entire message that would be helpful). Additionally, which version of Windows is this computer running? Have you installed and updated (or confirmed the installation thereof) Adobe Flash and Java (the lack of either or having either significantly outdated can cause trouble with many online streaming services)?

What power management settings are enabled when the lid is closed? Is the computer set to Hibernate? Stand-by? Or turn off entirely?

If the system is left on continuously (likely will require it being plugged into mains power) for five or six (or more) hours, with the lid open, do you get errors (if you don't have five or six or more hours of work to do, simply leave the lid open and let the machine sit, come back periodically and move the pointer or press a few keys to resume it)?

Do you use the system on insulated surfaces, such as upholstered furniture, furniture with heavy cloth coverings (Table cloths, towels, or other decorations), beds, or similar? Does the system seem to run exceptionally hot (does the bottom of the system feel hot to the touch, does the keyboard feel hot, etc)?

-bob


---------- FOLLOW-UP ----------

QUESTION: http://imageshack.us/photo/my-images/683/img20110812234023.jpg/
That's the message that appears on my computer. It's running on Windows 7. Also, its a new computer so I assume that Adobe and Java are already there? I'm not really sure though. I was able to watch Youtube and videos on other sites also.

When the lid is closed, my computer would be on "sleep". And do you mean leave it on continuously without sleeping/hibernating? Because I think my computer does that automatically.

I don't use it on upholstered furniture. It does get a little warm occasionally, but when the lid is closed; no heat seems to come off of it.

If you need anymore info, just ask. I would really like to be able to fix this problem :/

ANSWER: Ah, the issue is related to the graphics adapter within your system. My first step would be to update the graphics driver from AMD, available here:
http://support.amd.com/us/gpudownload/Pages/index.aspx

If you don't know what graphics adapter the system uses, there is an auto-detect utility (linked on the top right of the above page).


If that fails to solve the problem, it may likely be related to heat (specifically, the chip is overheating), given the brand-new nature of the machine, I'd return it for a replacement; it isn't worth spending time or money attempting to fix a hardware problem on a week-old machine, when you still have a return grace period.

-bob


---------- FOLLOW-UP ----------

QUESTION: http://imageshack.us/photo/my-images/853/amdz.png/
I used the auto detect thing, but it was unable to install. Also, I DID return the laptop and they gave me a replacement. Though the replacement keeps giving me the same blue screen for the same exact reasons. Do you think that maybe I should get a different laptop? =/

P.S. I returned the laptop and tried installing the graphics thing on the second laptop...extra info in case that helps

Answer
I really don't like to see graphics solutions that do not support OEM chipset manufacturer drivers, or that cannot run stable out of the box. Based on that, I would probably return the product for something else - while this issue is likely fixable (it's entirely dependent on Sony to release a driver to address the issue though), given that you are still within the return period, I wouldn't bother with it - vote with your wallet.

-bob