Windows 8.1 BSOD caused by dxgkrnl.sys and/or watchdog.sys "video_dxgkrnl_fatal_error"

Question

Hello guys,

every time i open my Acer E1-572G laptop i get a bsod with the message video_dxgkrnl_fatal_error

keep in mind that:

-i have the latest updates and latest directx

-the video drivers are installed by microsoft via update so no drivers from the AMD website were downloaded

-i uninstalled the AMD video card from device manager so windows cand reinstall it by itself, bsod is still there

here is a screenshot of the program BlueScreenView reading the last .dmp file (there are 2 in total which have the same problems) 

what causes my problem and what should i do? Thanks in advance!

Answer 1

Thanks!

The attached DMP file is of the VIDEO_DXGKRNL_FATAL_ERROR (113) bug check.

This indicates that the Microsoft DirectX graphics kernel subsystem has detected a violation.

If we take a look at the call stack:

1: kd> knL

 # Child-SP          RetAddr           Call Site

00 ffffd000351e7a18 fffff800016039ca nt!KeBugCheckEx

01 ffffd000351e7a20 fffff8000168aefc watchdog!WdLogEvent5_WdCriticalError+0xce

02 ffffd000351e7a60 ffffe00000243540 dxgkrnl+0x15efc

03 ffffd000351e7a68 ffffe00000fdb060 0xffffe000`00243540

04 ffffd000351e7a70 ffffd000351e7a88 0xffffe000`00fdb060

05 ffffd000351e7a78 0000000000000018 0xffffd000`351e7a88

06 ffffd000351e7a80 fffff80002cfa400 0x18

07 ffffd000351e7a88 fffff80002cfd67c igdkmd64+0x3a400

08 ffffd000351e7a90 ffffe00000526000 igdkmd64+0x3d67c

09 ffffd000351e7a98 ffffe00000000001 0xffffe000`00526000

0a ffffd000351e7aa0 fffff8036992a100 0xffffe000`00000001

0b ffffd000351e7aa8 ffffe0000279b880 nt!ExNode0

0c ffffd000351e7ab0 ffffe00002f26a90 0xffffe000`0279b880

0d ffffd000351e7ab8 fffff80002cfa422 0xffffe000`02f26a90

0e ffffd000351e7ac0 0000000000000000 igdkmd64+0x3a422

^^ We can see three igdkmd64.sys calls which is the Intel Graphics driver. We then have a dxgkrnl.sys call which is the DirectX Kernel, and then a watchdog event which calls into nt!KeBugCheckEx.

---------------------

1. Ensure you have the latest video card drivers. If you are already on the latest video card drivers, uninstall and install a version or a few versions behind the latest to ensure it's not a latest driver only issue. If you have already experimented with the latest video card driver and many previous versions, please give the beta driver for your card a try.

2. Remove and replace AVG with Windows 8's built-in Windows Defender for temporary troubleshooting purposes:

AVG removal - http://www.avg.com/us-en/utilities

Windows Defender (how to turn on after removal) - http://www.eightforums.com/tutorials/21962-windows-defender-turn-off-windows-8-a.html

Regards,

Patrick

Answer 2

Hi,

In order to assist you, we will need the DMP files to analyze what exactly occurred at the time of the crash, etc.

If you don't know where DMP files are located, here's how to get to them:

 1.    Navigate to the %systemroot%\Minidump folder.

 2.    Copy any and all DMP files in the Minidump folder to your Desktop and then zip up these files.

 3.    Upload the zip containing the DMP files to Skydrive or a hosting site of your choice and paste in your reply.

If you are going to use Skydrive but don't know how to upload to it, please visit the following:

http://www.wikihow.com/Use-SkyDrive

Please note that any "cleaner" programs such as TuneUp Utilities, CCleaner, etc, by default will delete DMP files upon use.

If your computer is not generating DMP files, please do the following:

1. Start > type %systemroot% which should show the Windows folder, click on it. Once inside that folder, ensure there is a Minidump folder created. If not, CTRL-SHIFT-N to make a New Folder and name it Minidump.
2. Windows key + Pause key. This should bring up System. Click Advanced System Settings on the left > Advanced > Performance > Settings > Advanced > Ensure there's a check-mark for 'Automatically manage paging file size for all drives'.
3. Windows key + Pause key. This should bring up System. Click Advanced System Settings on the left > Advanced > Startup and Recovery > Settings > System Failure > ensure there is a check mark next to 'Write an event to the system log'.

Ensure Small Memory Dump is selected and ensure the path is %systemroot%\Minidump.

4. Double check that the WERS is ENABLED:

Start > Search > type services.msc > Under the name tab, find Windows Error Reporting Service > If the status of the service is not Started then right click it and select Start. Also ensure that under Startup Type it is set to Automatic rather than Manual. You can do this by right clicking it, selecting properties, and under General selecting startup type to 'Automatic', and then click Apply.

If you cannot get into normal mode to do any of this, please do this via Safe Mode.

Regards,

Patrick

Answer 3

wow, that was fast, here is my latest .dmp

https://docs.google.com/file/d/0B0lIbPrmmCtvR1gzdl9seWM3QlU/edit

Answer 4

you were right, once i removed avg the bsod stopped. thanks man!

but i have one more question: which is the correct way to update drivers? to remove the old ones and install the new ones? or install the new ones over the old ones? please tell me in a detailed way.

Thank you again!

Answer 5

Great, my pleasure!

Regarding drivers, the safest bet is to uninstall current, restart, install latest, restart.

Regards,

Patrick