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Resolved BSOD dxgkrnl.sys (pretty random)

Discussion in 'Windows 7' started by rvdpaal, 2015/08/14.

  1. 2015/08/14
    rvdpaal

    rvdpaal Inactive Thread Starter

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    Hello,

    I am a system-admin/ict-manager at a company.
    My colleague experiences random crashes on his windows 7 notebook.
    What one sees on the BSOD is:

    driver_irql_not_less_or_equal
    then a line with "dxgkrnl.sys "
    reference to adress: 0x000000D1

    Some research on the internet pointed me to graphical drivers.
    Might have to do with MS DirectX in conjunction with the vendor graphic's driver ?

    It must be said that this notebook is NOT being used for gaming.
    Only for business-applications.

    Systemdata:

    - Hp ProBook 4730S
    - OS = Windows 7 SP1, 64-bits

    Graphics. Device manager reports 2 elements:
    - AMD Radeon HD 7470M
    - Intel HD Graphics Family
    I updated MS DirectX as a starter; the DxDiag utility reports version: DirectX 11.

    But the BSOD keeps returning once in a while (sometimes during startup, sometimes during a windows-session). My colleague uses his notebook for office-applications, webbrowsing and mainly RDP-connections to our RDP-environment. He experiences his problem at the company, as well as at home.

    I included the so called windows-dump-file.
    I opened it in Win-debugger but I have no experience with this tool.
    Can't make more out of it that "dxgkrnl.sys" seems to annoy.

    Is there someone who can get more out of the dump-file ?
    Or someone who had this problem as well, that knows a solution ?


    Added last part of a DUMP-file after BSOD:
    ===========================

    READ_ADDRESS: GetPointerFromAddress: unable to read from fffff800032ba100
    GetUlongFromAddress: unable to read from fffff800032ba1c0
    0000000000000008 Nonpaged pool

    CURRENT_IRQL: 0

    FAULTING_IP:
    dxgkrnl!DxgNotifyDpcCB+70
    fffff880`062b71c8 488b5008 mov rdx,qword ptr [rax+8]

    CUSTOMER_CRASH_COUNT: 1

    DEFAULT_BUCKET_ID: WIN7_DRIVER_FAULT

    BUGCHECK_STR: 0xD1

    ANALYSIS_VERSION: 6.3.9600.17336 (debuggers(dbg).150226-1500) amd64fre

    TRAP_FRAME: fffff88003193cc0 -- (.trap 0xfffff88003193cc0)
    NOTE: The trap frame does not contain all registers.
    Some register values may be zeroed or incorrect.
    rax=0000000000000000 rbx=0000000000000000 rcx=fffffa80077c4850
    rdx=0000000000000000 rsi=0000000000000000 rdi=0000000000000000
    rip=fffff880062b71c8 rsp=fffff88003193e50 rbp=fffffa80077c4850
    r8=fffff88003193cc0 r9=0000000000000000 r10=fffffa8007a62bd0
    r11=fffffa80077d52d0 r12=0000000000000000 r13=0000000000000000
    r14=0000000000000000 r15=0000000000000000
    iopl=0 nv up ei ng nz na pe nc
    dxgkrnl!DxgNotifyDpcCB+0x70:
    fffff880`062b71c8 488b5008 mov rdx,qword ptr [rax+8] ds:00000000`00000008=????????????????
    Resetting default scope

    LAST_CONTROL_TRANSFER: from fffff8000307bb69 to fffff8000307c5c0

    STACK_TEXT:
    fffff880`03193b78 fffff800`0307bb69 : 00000000`0000000a 00000000`00000008 00000000`00000002 00000000`00000000 : nt!KeBugCheckEx
    fffff880`03193b80 fffff800`0307a7e0 : 00000000`00000000 fffffa80`07a62ba8 fffffa80`0aeb3002 fffffa80`077c4850 : nt!KiBugCheckDispatch+0x69
    fffff880`03193cc0 fffff880`062b71c8 : fffff800`03224000 00000000`00000000 00000000`00000000 fffff800`03018b8b : nt!KiPageFault+0x260
    fffff880`03193e50 fffff880`071d3403 : 00000000`00000000 fffffa80`07933000 00000000`00000000 fffffa80`077c4850 : dxgkrnl!DxgNotifyDpcCB+0x70
    fffff880`03193e80 00000000`00000000 : fffffa80`07933000 00000000`00000000 fffffa80`077c4850 fffffa80`077be850 : sgfxk64+0x8403


    STACK_COMMAND: kb

    FOLLOWUP_IP:
    dxgkrnl!DxgNotifyDpcCB+70
    fffff880`062b71c8 488b5008 mov rdx,qword ptr [rax+8]

    SYMBOL_STACK_INDEX: 3

    SYMBOL_NAME: dxgkrnl!DxgNotifyDpcCB+70

    FOLLOWUP_NAME: MachineOwner

    MODULE_NAME: dxgkrnl

    IMAGE_NAME: dxgkrnl.sys

    DEBUG_FLR_IMAGE_TIMESTAMP: 53994b4b

    IMAGE_VERSION: 6.1.7601.22720

    FAILURE_BUCKET_ID: X64_0xD1_dxgkrnl!DxgNotifyDpcCB+70

    BUCKET_ID: X64_0xD1_dxgkrnl!DxgNotifyDpcCB+70

    ANALYSIS_SOURCE: KM

    FAILURE_ID_HASH_STRING: km:x64_0xd1_dxgkrnl!dxgnotifydpccb+70

    FAILURE_ID_HASH: {f793e16c-8a5a-bbb3-b0e5-76d3d09ffffe}

    Followup: MachineOwner
     
    Last edited: 2015/08/14
  2. 2015/08/14
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Hi rvdpaal, Welcome to Windowsbbs! :)

    I would start with updating the drivers for AMD and Intel:

    AMD Catalyst Driver.

    Intel® HD Graphics Driver for Windows* 7/8/8.1-64-bit.

    Then please download Autoruns. After you download the zipped folder on your desktop, right click the zipped folder and click Extract All. After the folder has been extracted open the regular folder. Run the autoruns.exe program by right clicking on it and selecting Run as administrator. When you open the program click the Logon Tab and then post a screenshot of all the startup entries in your next reply.
     

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  4. 2015/08/17
    rvdpaal

    rvdpaal Inactive Thread Starter

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    Hello Evan,

    Thanks for the weblinks and suggestions. But I want to wait until the next BSOD :)
    Because I already did some 'wild shots' that might help.

    1.)
    I disabled the SGFX-service (SMSC-Manager Graphics Devices); don't seem to miss this service. I don't know what it does for the user.

    2.)
    Removed some malware with 'Anti Malware Bytes'.

    3.)
    Removed some 'orphaned' registry-links with cc-cleaner

    4.)
    Updated the NIC (I think irrelevant, but i did it, just for the record)

    5.)
    Runned checkdisk-command: chkdsk c: /f /r
    Did not find bad sectors or other problems.

    We did some reboots and worked on the system. Until now no BSOD.
    But that doesn't mean anything: problem can arise just a couple times a week.

    So now we wait....

    As said, if a next BSOD arrivés, we do the suggestions as mentioned by Evan. Thanks.
     
  5. 2015/08/19
    rvdpaal

    rvdpaal Inactive Thread Starter

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    Hello again,

    So after some days we got the BSOD again.

    I took these actions:

    1.
    Intel driver could not be installed due to wrong 'system requirements'.
    Also the 'Intel update utility' told me everything was good/updated. So skipped the intel-driver suggestion.

    2.
    Succesfully updated the AMD Catalyst driver.

    3.
    Then I checked with 'autoruns' as suggested; there were some 'yellow' lines, regarding AMD.ACE (referencing to 'previews' or something).
    I unchecked and deleted the corresponding registry-lines.

    As a newbee I cannot upload my screenshots of 'autoruns' :(
    But under tab 'everything', now all lines are good/white.

    Let's wait how this works out.
    If someone could tell me how to upload screenshots in the meanwhile...
     
  6. 2015/08/19
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Upload the screenshot to http://imgur.com/ and post a link to the screenshot of the Logon tab in your next reply.
     
  7. 2015/08/20
    rvdpaal

    rvdpaal Inactive Thread Starter

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    Hello Evan,

    Meanwhile I took the following measures:

    1.
    In the system BIOS I found the option to disable 'switchable graphics'.
    When you do this, the AMD heavy-use GPU is disabled.
    As a result in device-manager you only see the 'Intel HD graphics' element.
    Before, there used to be 2 elements including: AMD Radeon 7470M

    2.
    I finally found a new working driver for the 'Intel HD graphics' (after several failing attempts: wrong driver or failing system requirements).
    So succesfully updated the intel driver to version: 9.17.10.4229

    I must say, the system feels really good and responsive now.
    As said, this user does not need the gaming-abilities of Radeon.
    Wanna see how this evolves....

    Might a next BSOD arrive, I will upload the Autoruns-screenshot.
    Thanks again.
     
  8. 2015/08/20
    lj50 Lifetime Subscription

    lj50 SuperGeek WindowsBBS Team Member

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    lj50,
    #7
  9. 2015/08/28
    rvdpaal

    rvdpaal Inactive Thread Starter

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    After I did the above mentioned 2 things (disabling switchable graphics in BIOS, and updating intel video driver to 9.x) the user experienced 1 more BSOD, but this time concerning: ntfs.sys

    I then downgraded the intel driver back again to 8.19.
    Because the user always connects the vga-port of the notebook, to a Samsung monitor with an internal usb-hub with lan, my guts said: do a monitor-replacement.
    I did that: replaced the monitor with a HP E23i.

    I tested the system myself for one week, and everything seems OK.
    So wanna leave it with this, am pretty fed up with it. Thanks to all.
     
  10. 2015/08/28
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Thanks for the update. :)
     

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