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BSOD with SYSTEM_SERVICE_EXCEPTION (IGDKMD64.SYS on DEL E7440 with docking station

Anonymous
2014-09-12T07:31:20+00:00

I get this BSOD with the dociking station running twin monitors, sometimes when I plug in a USB device, sometimes when switching between the Windows 7 screen and Windows 8 screen, sometimes starting Lync on a screen grab tool (Snip). 

It never occurs when I am not using the docking station. I think it only occurs when there are two montitors.

I had a earlier graphics driver but updated it as the screens would sometimes go fuzzy for a few seconds, then go blank and then recover.

I suspect the power supply may be innsufficient at 19.5V 6.7A.

I am not very experienced in debugging but have managed to decode the MEMORY.DMP a little bit.

I would like some pointers what to do next. Thank you

Microsoft (R) Windows Debugger Version 6.3.9600.17200 X86

Copyright (c) Microsoft Corporation. All rights reserved.

Loading Dump File [C:\Windows\MEMORY.DMP]

Kernel Bitmap Dump File: Only kernel address space is available

************* Symbol Path validation summary **************

Response                         Time (ms)     Location

Deferred                                       SRV*c:\symbols*http://msdl.microsoft.com/download/symbols

Symbol search path is: SRV*c:\symbols*http://msdl.microsoft.com/download/symbols

Executable search path is: 

Windows 8 Kernel Version 9600 MP (4 procs) Free x64

Product: WinNt, suite: TerminalServer SingleUserTS

Built by: 9600.17085.amd64fre.winblue_gdr.140330-1035

Machine Name:

Kernel base = 0xfffff801e7277000 PsLoadedModuleList = 0xfffff801e75412d0

Debug session time: Fri Sep 12 13:27:19.427 2014 (UTC + 10:00)

System Uptime: 0 days 1:50:21.168

Loading Kernel Symbols

...............................................................

................................................................

...........................Page 12e14b not present in the dump file. Type ".hh dbgerr004" for details

.Page 15134f not present in the dump file. Type ".hh dbgerr004" for details

.............................

Loading User Symbols

PEB is paged out (Peb.Ldr = 00007ff7`99bbc018).  Type ".hh dbgerr001" for details

Loading unloaded module list

...........

*******************************************************************************

*                                                                             *

*                        Bugcheck Analysis                                    *

*                                                                             *

*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 3B, {c0000094, fffff801c221a1fa, ffffd00022d37cc0, 0}

*** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys

Page 161fd8 not present in the dump file. Type ".hh dbgerr004" for details

Page 16a85e not present in the dump file. Type ".hh dbgerr004" for details

Probably caused by : igdkmd64.sys ( igdkmd64+1b41fa )

Followup: MachineOwner

2: kd> !analyze -v

*******************************************************************************

*                                                                             *

*                        Bugcheck Analysis                                    *

*                                                                             *

*******************************************************************************

SYSTEM_SERVICE_EXCEPTION (3b)

An exception happened while executing a system service routine.

Arguments:

Arg1: 00000000c0000094, Exception code that caused the bugcheck

Arg2: fffff801c221a1fa, Address of the instruction which caused the bugcheck

Arg3: ffffd00022d37cc0, Address of the context record for the exception that caused the bugcheck

Arg4: 0000000000000000, zero.\

Debugging Details:

EXCEPTION_CODE: (NTSTATUS) 0xc0000094 - {EXCEPTION}  Integer division by zero.

FAULTING_IP: 

igdkmd64+1b41fa

fffff801`c221a1fa 41f7f0          div     eax,r8d

CONTEXT:  ffffd00022d37cc0 -- (.cxr 0xffffd00022d37cc0;r)

rax=0000000000000064 rbx=0000000000000000 rcx=0000000000000001

rdx=0000000000000000 rsi=ffffd00022d38778 rdi=ffffd00022d387b0

rip=fffff801c221a1fa rsp=ffffd00022d386f0 rbp=000000000016569a

 r8=0000000000000000  r9=0000000000000001 r10=0000000000000004

r11=0000000000000734 r12=00000000000009d8 r13=0000000000000000

r14=00000000005265c0 r15=ffffd00022d38bf0

iopl=0         nv up ei pl zr na po nc

cs=0010  ss=0018  ds=002b  es=002b  fs=0053  gs=002b             efl=00010246

igdkmd64+0x1b41fa:

fffff801`c221a1fa 41f7f0          div     eax,r8d

Last set context:

rax=0000000000000064 rbx=0000000000000000 rcx=0000000000000001

rdx=0000000000000000 rsi=ffffd00022d38778 rdi=ffffd00022d387b0

rip=fffff801c221a1fa rsp=ffffd00022d386f0 rbp=000000000016569a

 r8=0000000000000000  r9=0000000000000001 r10=0000000000000004

r11=0000000000000734 r12=00000000000009d8 r13=0000000000000000

r14=00000000005265c0 r15=ffffd00022d38bf0

iopl=0         nv up ei pl zr na po nc

cs=0010  ss=0018  ds=002b  es=002b  fs=0053  gs=002b             efl=00010246

igdkmd64+0x1b41fa:

fffff801`c221a1fa 41f7f0          div     eax,r8d

Resetting default scope

DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT

BUGCHECK_STR:  0x3B

PROCESS_NAME:  igfxTray.exe

CURRENT_IRQL:  0

ANALYSIS_VERSION: 6.3.9600.17237 (debuggers(dbg).140716-0327) x86fre

LAST_CONTROL_TRANSFER:  from fffff801c21cb668 to fffff801c221a1fa

STACK_TEXT:  

ffffd00022d386f0 fffff801c21cb668 : 0000000000000000 ffffd00022d38820 0000000000000000 ffffe00144e20010 : igdkmd64+0x1b41fa

ffffd00022d38720 fffff801c21cc347 : ffffe00142772010 0000000000000001 0000000000000000 fffff801e73bf100 : igdkmd64+0x165668

ffffd00022d38b70 fffff801c21cc589 : ffffe001427677e0 ffffe001424ba000 ffffe00142763010 ffffd00022d38cd0 : igdkmd64+0x166347

ffffd00022d38bd0 fffff801c20a3f83 : ffffe00142772010 ffffc0015eac88b0 ffffe00100000000 ffffe001427720d8 : igdkmd64+0x166589

ffffd00022d39270 fffff801c209ca51 : fffffffffe363c80 0000000000000002 ffffd00022d393f0 0000000000000001 : igdkmd64+0x3df83

ffffd00022d392f0 fffff801c20fc986 : 0000000000000001 ffffd00022d39870 0000000000000000 ffffd00022d39870 : igdkmd64+0x36a51

ffffd00022d394e0 fffff801c20fa6de : ffffc0015ecc1580 ffffc0016095fe70 0000000000000000 ffffe0013ede8eb0 : igdkmd64+0x96986

ffffd00022d39520 fffff801c2088158 : ffffe0013ede7540 ffffd00022d39768 ffffe0013ede7540 0000000000000001 : igdkmd64+0x946de

ffffd00022d39550 fffff801c1efa570 : ffffd00022d39768 ffffe0013ede7540 ffffe0013ede7540 ffffd00022d39b80 : igdkmd64+0x22158

ffffd00022d395c0 fffff801c1ec7a2d : ffffe0013ede7540 ffffd00022d39b80 0000000000000000 fffff80164d2bc9e : dxgkrnl!DXGADAPTER::DdiEscape+0x48

ffffd00022d395f0 fffff960001d14e7 : 0000007900000090 ffffe00143e02080 00000079abcf0e80 0000000000000000 : dxgkrnl!DxgkEscape+0x57d

ffffd00022d39ab0 fffff801e73d67b3 : ffffe00143e02080 00000079abcf0e80 00000079adbcd2c0 000000000000018a : win32k!NtGdiDdDDIEscape+0x53

ffffd00022d39b00 00007ff917ee14aa : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : nt!KiSystemServiceCopyEnd+0x13

00000079abafe628 0000000000000000 : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : 0x00007ff9`17ee14aa

FOLLOWUP_IP: 

igdkmd64+1b41fa

fffff801`c221a1fa 41f7f0          div     eax,r8d

SYMBOL_STACK_INDEX:  0

SYMBOL_NAME:  igdkmd64+1b41fa

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: igdkmd64

IMAGE_NAME:  igdkmd64.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  5376e2df

STACK_COMMAND:  .cxr 0xffffd00022d37cc0 ; kb

FAILURE_BUCKET_ID:  0x3B_igdkmd64+1b41fa

BUCKET_ID:  0x3B_igdkmd64+1b41fa

ANALYSIS_SOURCE:  KM

FAILURE_ID_HASH_STRING:  km:0x3b_igdkmd64+1b41fa

FAILURE_ID_HASH:  {ae859f68-eabd-20b8-a6b6-f8e331cc1983}

Followup: MachineOwner

Windows for home | Previous Windows versions | Windows update

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Answer accepted by question author

Anonymous
2014-10-06T11:40:59+00:00

I would like to see the crash dump. Also, Please upload a copy of your system information file. Click "start", type 'msinfo32", Click "file" at the top of the page, select "export" and give the file a name and click "save".

Navigate to where the file was saved to, and upload the generated text file to a public folder on your OneDrive account and post the link here.

See link for a DELL FORUM "Verified answer".

http://commweb-ps3.us.dell.com/support-forums/laptop/f/3518/t/19545328

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  1. Anonymous
    2014-09-16T05:15:28+00:00

    I have the driver verifier running, but only got my first crash today. The MEMORY.DMP is still dated Sep 12th so I am not sure it created a new dump file. After rebooting, there was a lot of Windows Update activity. I will post if I get another crash and a new dump file. I renamed the old one. 

    Thanks, Chris

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  2. Anonymous
    2014-09-13T01:11:19+00:00

    Chris

    There are ~4 apparent causes.  I would run driver verifier to find the single underlying issue.  I do notice you have an Intel video driver that is known to be problematic so I would install an older one (at east 9 months) until they release a less buggy one.

    These crashes were related to memory corruption (probably caused by a driver). Please run these tests to verify your memory and find which driver is causing the problem.

    If you are overclocking (pushing the components beyond their design) you should revert to default at least until the crashing is solved. If you don't know what it is you probably are not overclocking.

    Since it is more likely to be a driver please run verifier first.

    1-Driver verifier (for complete directions see our wiki here)

    If verifier does not find the issue we can move on to this.

    **2-Memtest. (**You can read more about running memtest here)

    If you cannot boot after enabling verifier reboot into safe mode

    In Vista & win 7 (F8)

    In win 8**http://www.howtogeek.com/107511/how-to-boot-into-safe-mode-on-windows-8-the-easy-way/**

    Co-Authored by  JMH3143

    .

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  3. Anonymous
    2014-09-13T00:51:07+00:00

    Thank you, 

    I have placed the files here

    https://onedrive.live.com/redir?resid=5D62EC26AA4316E4%21105

    Regards, Chris

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  4. Anonymous
    2014-09-12T11:37:48+00:00

    ****We do need the actual log file (called a DMP file) as they contain the only record of the sequence of events leading up to the crash, what drivers were loaded, and what was responsible.

    Please follow our instructions for finding and uploading the files we need to help you fix your computer. They can be found here

    If you have any questions about the procedure please ask

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