Does my RAM memory defective and able for RMA?

SOLVED
Kilobyte Kid

Does my RAM memory defective and able for RMA?

Hello, I just want some opinion about my case and I want to know more about the RMA process. 

 

I bought a 16GB Crucial kit (2x08GB) 2133 CL 15. I installed them on 12/05/2017 and everything went just fine until 22/05/2017. I was playing a game and got a BSOD, after that I tried to reboot like 3 times and always got another BSOD during the boot process. Around the fourth try the system won't even POST. I open the case and check the mobo's "ez LED debug" (my config is on the end of the post) and it indicates RAM failure so I did the following steps:

 

- I removed all RAM sticks.

- I picked each stick individually and tested it on each slot. 

- One of the sticks worked flawlessly on all slots. The other one won't POST on any slot.

 

I assumed the stick to be defective and called a RMA from the reseller here in Brazil (wich took almost 30 days... ). The reseller than did some tests with the MemTest86 application and for my surprise the replie was: "Product without any defect". Well I couldn't but wait for them to arrive back at my home.

 

When they did, I put them on my machine and they realy worked?! But just for a day, today I got some more BSOD while just web surfing and the bad stick stopped working again. Here are the BOSD I got before the stick stopped working:

 

==================================================
Dump File         : 070517-23093-01.dmp
Crash Time        : 05/07/2017 11:14:48
Bug Check String  : UNEXPECTED_KERNEL_MODE_TRAP
Bug Check Code    : 0x0000007f
Parameter 1       : 00000000`00000008
Parameter 2       : fffff800`ff087e70
Parameter 3       : fffff807`2ad79498
Parameter 4       : fffff800`fd23ce8d
Caused By Driver  : Wdf01000.sys
Caused By Address : Wdf01000.sys+19498
File Description  : 
Product Name      : 
Company           : 
File Version      : 
Processor         : x64
Crash Address     : ntoskrnl.exe+16c3f0
Stack Address 1   : 
Stack Address 2   : 
Stack Address 3   : 
Computer Name     : 
Full Path         : C:\Windows\Minidump\070517-23093-01.dmp
Processors Count  : 12
Major Version     : 15
Minor Version     : 15063
Dump File Size    : 1.161.860
Dump File Time    : 05/07/2017 11:26:29
==================================================

==================================================
Dump File         : 052417-21390-01.dmp
Crash Time        : 24/05/2017 19:59:53
Bug Check String  : PAGE_FAULT_IN_NONPAGED_AREA
Bug Check Code    : 0x00000050
Parameter 1       : ffff9b4a`57713e08
Parameter 2       : 00000000`00000000
Parameter 3       : fffff801`98348a53
Parameter 4       : 00000000`00000002
Caused By Driver  : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+16c310
File Description  : 
Product Name      : 
Company           : 
File Version      : 
Processor         : x64
Crash Address     : ntoskrnl.exe+16c310
Stack Address 1   : 
Stack Address 2   : 
Stack Address 3   : 
Computer Name     : 
Full Path         : C:\Windows\Minidump\052417-21390-01.dmp
Processors Count  : 12
Major Version     : 15
Minor Version     : 15063
Dump File Size    : 782.636
Dump File Time    : 24/05/2017 20:01:24
==================================================

 

According to the bug check code description provided from microsoft these crashes seems to be pretty RAM related. At this moment:

 

- With the good stick only I still get a POST and everything works normally. 

 

- With the bad stick only I can't get to the BIOS, the system won't POST.

 

- With both sticks installed i get a POST and when I go to the BIOS the motherboard shows both sticks and their respective characteristics but only 8GB of "usable" memory is reported. The app MemTest86 also only report 8gb of available memory and also does Windows on task manager: (16GB / 8 GB usable). I can't understand how mobo identify both sticks and only one is "counted" to memory size.

 

The same happens if I change the stick slots (wich is not that difficult since my mobo has only 2 slots).

 

Now my system specs (because if there is some know problem in this config someone can tell me beforehand):

 

MOBO: MSI B350M Gaming Pro

CPU: Ryzen 5 1600 stock cooler

PSU: EVGA B500 b1 bronze 80 plus

HDD: Seagate Barracuda 1TB 7200 rpm

Video Card: Asus Dual OC gtx 1060 6GB

RAM: as described above

 

If the chances of this being faulty RAM and my RMA being approved are high I would like to try it even it's international shipping. And if so I would like some information in how to do it (I need do send both sticks since it's a kit, or just the faulty one?). I got really unlucky :/. If it's not RAM related what else can it be and what tests can I do? Unfortunately I have no extra compatible hardware (mobos, cpu, etc) for tests nor does my friends.

 

Thanks in advance.

 

Cheers,

Donavan

 

1 Reply
Community Manager

Re: Does my RAM memory defective and able for RMA?

Hello Donavan,

Thank you for your detailed post, this has helped me look in to this further for you.  It does look like there is a faulty memory module, all our memory comes with a lifetime warranty.  We would recommend that you send back the whole memory kit, this is to make sure you're getting two matching modules in return. 

To arrange the exchange you will have to contact our US customer support team.  You can contact them through the website here: http://www.crucial.com/usa/en/support-contact 

 

Alternatively, you can do the return directly through the website.  At the bottom left hand side of that page, you can see a "Returns" section.  If you pick the "Returns and warranty replacement request" link you can do the whole process through the website and they will provide you a returns address.  

If you do have any other questions at all, please don't hesitate to ask and I would be happy to help. 

Junket, Crucial Moderator UK
________________________
How do I know what memory to buy?
Shop for your region: US | UK | EU | France | Global
I think my memory is bad. What do I do now?
FAQs and Top Forum Solutions
We want your feedback! Post in the Suggestion Box
Did a user help you? Say thanks by giving Kudos!
Still need help? Contact Customer Service