Surface Laptop Studio Windows 11 Hardware Error

Question

(Moved from Windows, version not known)

I have a Surface Laptop Studio with an i7 Processor with two graphics cards, a NVIDIA GeForce RTX 3050 Ti and a Intel Iris XE Graphics Card. Every few days I have a "livekernalevent" Windows Hardware Error. Seeing as it only happens every few days, I can't determine if an application is causing the error since I usually only use the same 6 applications everyday, and it's happened twice in the past week without me using anything irregular. In terms of the livekernalevent error, I've gotten two different error codes in the last 10 days, ffab and 193 (I've pasted a copy of both below). I did reinstall the NVIDIA Graphics Driver straight from their website (my graphics driver was apparently severely outdated. For some reason windows didn't update it automatically) and I've been trying to find the Intel graphics drivers online but can't seem to find one that I'm sure is correct for my graphics card (if anyone can find the link, I'd really appreciate it).

The main thing is that I've run every single hardware and windows system check I could find and I can't seem to find a solution. The device appears to work fine even while the error is happening, but that's because it's only happened when I wasn't using it. I can't figure it out at all! Any suggestions?

Edit: after a bit more deep digging, I have also found other error codes under the livekernalevent error. The other error codes are 1cc and 141, although I would like to note that these are from before I updated the NVIDIA Graphics Card Drivers from their website. Also, all of these errors appear to be happening when the computer is in sleep mode or if I'm not using it, so I don't believe it can be something with an application I'm using since I'm not using the computer actively during the error.

Here are the errors from the reliability monitor:

Source

Windows

Summary

Hardware error

Date

‎2/‎28/‎2023 8:40 PM

Status

Report sent

Description

A problem with your hardware caused Windows to stop working correctly.

Problem signature

Problem Event Name: LiveKernelEvent

Code: 193

Parameter 1: 815

Parameter 2: 2

Parameter 3: ffff948100294080

Parameter 4: 0

OS version: 10_0_22621

Service Pack: 0_0

Product: 768_1

OS Version: 10.0.22621.2.0.0.768.101

Locale ID: 1033

Extra information about the problem

Bucket ID: LKD_0x193_DxgkrnlLiveDump:815__nt!KiSchedulerApc

Source

Windows

Summary

Hardware error

Date

‎2/‎22/‎2023 1:01 PM

Status

Report sent

Description

A problem with your hardware caused Windows to stop working correctly.

Problem signature

Problem Event Name: LiveKernelEvent

Code: ffab

Parameter 1: 3

Parameter 2: ffffd3048c6662f0

Parameter 3: d20

Parameter 4: 0

OS version: 10_0_22621

Service Pack: 0_0

Product: 768_1

OS Version: 10.0.22621.2.0.0.768.101

Locale ID: 1033

Extra information about the problem

Bucket ID: LKD_0xFFAB_ibtusb!unknown_function

Server information: 212558e6-b0d6-4107-906d-011b2cfec72b

(as you can see, it's nearly an identical error both times with the exception of a few things, which makes me think that the issue is the same thing both times, but I don't know anything about these error codes so I could be wrong)

Answer 1

Hello PalomaMunoz,

Thanks for reaching out to Microsoft Community.

We're sorry to hear about this issue on your device. We understand how concerning this could be. Please do know that this is not the experience we want you to have.

Based on your description, it appears that this has something to do with the GPU, corrupted device drivers, and other software conflicts. In the meanwhile, please try running these methods and ensure your device is updated, then observe if issue still persists.

Force a shut down and restart your Surface

• Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run the Surface Diagnostic Toolkit

• In the search box on the taskbar, type Surface Diagnostic Toolkit, then select it in the list of results.
  If it's not already installed, you can download it from the Microsoft Store.
• Follow the on-screen instructions in the Surface Diagnostic Toolkit.

Update Windows. Ensure all pending updates are installed.

• Check for Windows updates. Select Start > Settings > Windows Update.

Download and install drivers and firmware for Surface

• Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.
• Go to Download driver and firmware for Surface**,**choose (your Surface model) then click Download.
  Choose the .msi file closest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.

Run the System Scan in Windows

• Follow instructions on Using System File Checker in Windows (microsoft.com).

Perform a Memory Diagnostic

• From Search, type Memory Diagnostic and run the Windows Memory Diagnostic program.

Let us know how it goes. We look forward to hearing from you.

Kind regards,

StevenK

Answer 2

Hi Steven! Thank you for your reply!

Ok, so I went through all the solutions, and the one that found something was actually the surface diagnostic tool. Unfortunately, when I rebooted the device for the memory diagnostic I lost the image from the diagnostic tool and now it says it doesn't exist. It said there was an issue with the Intel Smart Sound Technology for USB Audio driver. However, I'd like to reiterate that when I reran the surface diagnostic tool to assumably get the same error, I got nothing and it said that nothing was wrong with the device.

Maybe one of the other solutions fixed it? I just want to be sure that I won't run into anything else. Also, the memory diagnostic never gave me any reports either. It just did the diagnostic and rebooted. It was the last solution I tried, skipping the force restart windows (I tried that before receiving your reply) and Downloading and Installing the drivers for my surface (I had a separate issue with my graphics card drivers a little over two weeks ago and when I called Microsoft support they instructed me to reinstall them).

Also, don't know if this is important but I'm going to mention it just in case. I did run the hardware and devices troubleshooter prior to all of this and it said that Windows had a setting off that made the system not automatically update it's drivers. This was odd to me since I never touched my update or driver settings, but the troubleshooter said that it turned the setting back on. This is why it wasn't a shock for the surface diagnostic tool to pull up an issue with one of my drivers seeing that apparently none of my drivers were updated.

If you could tell me if there is any way to verify that the problem is actually gone, I would really appreciate it!

~PalomaMunoz

Answer 3

Hello again, PalomaMunoz.

Thanks for keeping us posted.

It's good to know that the issue has been fixed. In that case, to verify the issue is gone, you can try checking your graphics drivers in the Device Manager, or check the Event Viewer logs. In the meanwhile, please observe the device and ensure to check for updates from time to time.

Don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Also, to help us improve the support experience, we value your feedback.
Let us know if you got the help you needed by clicking Yes orNo.

Answer 4

Ok, got it. Thank you for your help! I'll keep an eye on it for now, but so far, I haven't had any more errors. If you don't mind me asking, could you help me with a separate issue? The computer is also failing to do windows updates automatically occasionally. Usually it will just redo the update and fix itself but sometimes I do have to manually make sure that it updates. Could this be another issue related to the first one?

Edit: Is it plausible that the system corruption that the device found when I was running the solution you gave me was from all the failed Windows Updates?

Answer 5

Yes, it's may also plausible that the issue you had was due to the Windows Update errors. It is vital to get your device updated as Windows security patches fix the vulnerabilities and errors in Windows and associated software, and occasionally add new features.