Surface Laptop 3 - Blue Screen Error

Question

I recently purchased a surface laptop 3, and I've had the device for about a week. I am consistantly getting blue screen errors with the Stop code: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED. What failed: hidspi.sys

I found an individual who had the same problem on the fourms and walked through these step provided by microsoft support (listed below). They did not resolve the problem.

Any help would be greatly appreciated.

Thanks!

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Hello community

I've got a problem with my new Surface Laptop 3. (win10 home 64x, AMD Ryzen 5, 2.1 GhZ, 8 GB RAM)

In various situation my notebook produced a bluescreen with the message: hidspi.sys

(during videoconferences, working in Word, using the browser, etc). 

I haven't found anything on the internet, that's why I'm asking you.

What is the hid.spy and can someone help me solve this problem?

Thanks

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Replies (1) 

MA

Marrion_Y

• Microsoft Agent

|

• Moderator

Hi schilterovski,

Thank you for reaching out to Microsoft Community.

hidspy.sys is one of the Windows system files on the device. Please try these steps to troubleshoot the issue then observe if issue persist:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Update drivers and firmware

                               Check what is the current OS Build of your Windows version by going to Settings > System > About.

                               Go to Download driver and firmware for Surface, choose Surface Laptop 3 then click Download on the next page.

                               Choose the .msi file that matches your current OS Build and click Next.

                               After downloading, run and install the .msi then Restart.

3: Run System File Checker Tool in Windows 10

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

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Thanks for your feedback.

Answer 1

We're sorry to know that you're getting BSOD errors on your Surface device,AnonymousWolf.

Have you tried running the system file checker? That itself will detect if there are corrupted system files that are just looping around within the operating system of your Surface device causing those BSOD errors to appear. If you did and you still experience the same issue, what I can recommend is to reset the device back to its factory setting by reimaging the device using a USB recovery drive. Reimaging the device will wipe out everything and will let you re-install its native drivers and re-set it up. Please save all your files before following the instructions below.

- HOW TO DOWNLOAD, CREATE AND USE A USB RECOVERY DRIVE -

You'll need a PC running Windows 7 or later or a Surface Device and a USB flashdrive (16GB or 32 GB).

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for your Surface device. 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface

USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive and continue with the reimaging process.

Note: When the issue continues to exist after the reset, that simply means that your Surface device is already facing a hardware issue and that needs to be replaced.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to contact our Microsoft Surface Support to send the device for service to have it replaced if the issue persists after reimaging the device. 

Kind Regards,

Crest

Answer 2

Hi Crest!

I did contact Microsoft support and they opened a ticket on my behalf (case #: 1508107803). I went ahead and proceeded with a reimaging via a USB drive and the error continued. I have isolated the driver responsible in the event viewer. Here is that log, any advice you can give would be great:

Log Name:      System

Source:        Microsoft-Windows-Kernel-Power

Date:          9/7/2020 10:03:53 PM

Event ID:      41

Task Category: (63)

Level:         Critical

Keywords:      (70368744177664),(2)

User:          SYSTEM

Computer:      DESKTOP-2O52MV8

Description:

The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331c3b3a-2005-44c2-ac5e-77220c37d6b4}" />

    <EventID>41</EventID>

    <Version>6</Version>

    <Level>1</Level>

    <Task>63</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000400000000002</Keywords>

    <TimeCreated SystemTime="2020-09-08T04:03:53.438170500Z" />

    <EventRecordID>502</EventRecordID>

    <Correlation />

    <Execution ProcessID="4" ThreadID="8" />

    <Channel>System</Channel>

    <Computer>DESKTOP-2O52MV8</Computer>

    <Security UserID="S-1-5-18" />

  </System>

  <EventData>

    <Data Name="BugcheckCode">239</Data>

    <Data Name="BugcheckParameter1">0xffff9c0e2899c0c0</Data>

    <Data Name="BugcheckParameter2">0x0</Data>

    <Data Name="BugcheckParameter3">0x0</Data>

    <Data Name="BugcheckParameter4">0x0</Data>

    <Data Name="SleepInProgress">0</Data>

    <Data Name="PowerButtonTimestamp">0</Data>

    <Data Name="BootAppStatus">0</Data>

    <Data Name="Checkpoint">0</Data>

    <Data Name="ConnectedStandbyInProgress">true</Data>

    <Data Name="SystemSleepTransitionsToOn">0</Data>

    <Data Name="CsEntryScenarioInstanceId">1</Data>

    <Data Name="BugcheckInfoFromEFI">true</Data>

    <Data Name="CheckpointStatus">0</Data>

  </EventData>

</Event>

Answer 3

Thank you for the response, AnonymousWolf.

Reimaging the device is basically the last troubleshooting steps we can performed on your Surface and if the issue still exists after that, then this means that your Surface device now is facing a hardware issue and the best resolution we can recommend is to send the device for service to have it replaced so you'll need to contact our Microsoft Surface Support again for further assistance.

Kind Regards,

Crest

Answer 4

I don’t get a blue screen error, but my screen is entirely blue. Holding the power button turns the screen black after 4 seconds, but as soon as i let go of it the screen turns blue again. Ctrl alt delete doesn’t work either.