BSOD crash caused by Thread Stuck in Device Driver Error

Question

Hi Community

I have a complete new Surface Laptop 3 and it crashes with BSOD caused by Thread Stuck in Device Driver. It have happened multiple times now. I can reproduce the issue if the laptop goes into power save mode. When reactivating it after power save it reboots.

All drivers and firmware are updated with the latest surface laptop 3 for AMD and all windows updates have been applied to the latest versions.

I have uploaded minidump file and System Info here: https://1drv.ms/u/s!AgH558dcSWVP8SMWF2cySvCWym3h?e=U3caLS

My question is - is the machine defect and should I get a replacement? 

Looking forward to hearing from you.

Answer 1

Hi BINET.DKAps,

Thank you for reaching out Microsoft Community. We're sorry for the inconvenience this has caused you.

The  Thread Stuck in Device driver error you're now experiencing means that the Graphics card is getting confused on start-up and goes on infinite loop which causes blue screen. 

To get this issue taken cared of, what I can recommend is to uninstall/reinstall the graphics driver.

Open Device Manager

Expand Display Adapter

Right-click on the display driver available and select "uninstall device". Once done, restart your Surface and re-install the driver from this link  https://www.microsoft.com/en-us/download/details.aspx?id=100428. Just hit download, click run and wait up until it's done.

Once the display driver is already reinstalled, kindly run the system file checker to check for any existing corrupted drivers and get it repaired. 

Run sfc scannow:

Type CMDon the search box next to the Windows icon and run it as administrator. Type sfc /scannow and hit enter.  SFC stands for system file checker and it will detect corrupted drivers and repair it. This also inspects all of the important Windows files on your computer, including Windows DLL files. If System File Checker finds a problem with any of these protected files, it will replace it.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread for further assistance.

Kind Regards,

Crest_Z

Answer 2

Hi Crest_z

I have done as you recommended but it does not help. Unstalled driver, Installed Surface Laptop 3 Update and ran sfc /scannow

But this morning I got the same issue. The machine is also booting after coming back from power save mode and the Eventlog is filled with errors?

It is really sad to see what should be a high end Microsoft product not working properly

Please advice me what to do or else I have to return my product.

Answer 3

Hi BINET.DKAps,

Sorry for the delayed response.

Before thinking of returning this device, what I can recommend is to have it reimaged. That's for us to be able to identify whether this is a hardware issue or whatnot. Reimaging your Surface device will let you reset it back to factory settings and will let you re-install its default operating system and its default display driver.  I recommend you this because if you are to return the device, you need to reset it, so it's best to reset this way so you can reimage the device.

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

To download the Recovery Image:

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.

If this helps, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to contact the point of sale as to where you purchased the device to return it or have it replaced.

Kind Regards,

Crest_Z

Answer 4

Hi Crest_Z

I have now tried to install a new image as describe above but it is still the same issues.

Each time it goes into power save it boot with BSOD when I try to re-activate the machine again.

No software have been installed after the reimaging - only Windows Updates and latest Surface Laptop 3 AMD drivers.

I think it is time for returning this machine.

Answer 5

Hi BINET.DKAps

I also have a Surface Laptop 3 (15" AMD Ryzen 5) and several random BSOD 'THREAD_STUCK_IN_DEVICE_DRIVER'.

In my case it happens while working, not after stand-by.

I would like to know if you also have an external display connected by USB-C?