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Thread Stuck in Device Driver Error - Bug Check Code: 0x000000ea DirectX Graphics Kernel. Dell Precision 3540 // AMD Radeon Pro WX 2100

Anonymous
2020-08-31T19:05:46+00:00

Good afternoon. I recently updated a users PC (just went to settings and took a look to see if he had any available updates, he did, so I started the download/install for him) and then ran the Dell support assistant for the maintenance on his laptop, it found a few things to update and did as normal. A few days after I did that the user reached out to let me know he receives this error whenever he attempts to run Adobe Photoshop. I feel I have it narrowed down to potentially a driver issue with the AMD card, as i've noticed if I disable it, the user can run Photoshop just fine, but obviously can't run the powerful stuff within the software due to having to use the onboard laptop graphics. 

I have attempted to re-run the support assistant to see if it picks up any failures or anything but nothing. I've attempted to install the latest AMD driver for that version card and also attempted previous driver versions. I've also attempted to update the driver via Device Manager by having Windows search and attempted a youtube fix by selecting one on the system already, to no avail. 

If anybody could offer up some troubleshooting tips i'd greatly appreciate it.

Windows for home | Windows 10 | Devices and drivers

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  2. Jan J.23 12,275 Reputation points Independent Advisor
    2020-08-31T19:29:03+00:00

    Hi and thanks for reaching out. My name is Jan an independent Microsoft Advisor and a user like you. I'll be happy to help you out today.

    Please upload the minidump files so the community can review what really causing it,

    https://answers.microsoft.com/en-us/windows/for...

    If you think the graphics driver causes this. Try to use DDU to uninstall and completely remove everything from the graphics driver. Then reinstall the latest drivers from the manufacturer's site.

    (DDU) Display Driver Uninstaller

    https://www.guru3d.com/files-details/display-dr...

    Run the DDU application in Safe mode.

    https://support.microsoft.com/en-us/help/12376/...

    Select Clean and restart

    Once the drivers are uninstalled

    Install the latest Graphics Card driver

    Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

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  3. Anonymous
    2020-08-31T19:45:13+00:00

    Thank you for the quick reply. I will get cracking on the tips you listed and reply back ASAP when complete. Fingers crossed, thanks again!

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  4. Jan J.23 12,275 Reputation points Independent Advisor
    2020-08-31T19:54:34+00:00

    You're welcome. If you have any more questions, Just let the Microsoft community know.

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  5. Anonymous
    2020-09-01T18:42:32+00:00

    Good afternoon Jan-

    https://helwigcarbon-my.sharepoint.com/:f:/g/personal/troys_helwigcp_com/EntjvWUZWjJOmhrSctLFTH0Bd1uk3-BJs-S4qeMZE64zUw?e=IC6cwK

    I just wanted to attach the link to my OneDrive for the Dump Files.

    Working on the DDU troubleshooting tips you shared now. Will update when I complete those as well. Thanks again for your assistance!

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