[SOLVED] SYSTEM_SERVICE_EXCEPTION igdkmd64.sys - Windows 10 Pro x64

L

Liam

Member
Joined
Aug 5, 2015
Posts
19
Hello everyone,

A little new here, so please let me know if I'm doing anything wrong.

I first started experiencing this BSOD when using Windows 7. It was only after I purchased two Dell monitors (Dell UltraSharp U2414H 23.8") and running them via the onboard graphics (one plugged in via HDMI and the other via DisplayPort). The bluescreen only appears to happen when I have both monitors switched on and let them go into power saving mode. Once I come back to my PC and move the mouse to wake it up, tada, it blue screens.

I have not been able to recreate the problem with just one monitor.

Here is a detailed list of my specs: http://speccy.piriform.com/results/3R3aFho2oAQcYkTlfnEtPyk

I have also written them as requested by the sticky:

· OS - Windows 10 Pro
· x86 (32-bit) or x64 ? - x64
· What was original installed OS on system? Win 7
· Is the OS an OEM version (came pre-installed on system) or full retail version (YOU purchased it from retailer)? Full retail
· Age of system (hardware) <2years
· Age of OS installation - have you re-installed the OS? Yes, previously Win 7, went to Win 10 Tech preview, now Win 10 Pro.

· CPU - Intel i7-4770K @ 3.50Ghz (Haswell)
· Video Card - onboard Intel HD 4600
· MotherBoard - Asus Z87-PRO
· Power Supply - brand & wattage - OCZ 600W ModXStream

· Custom build desktop
Click to expand...

Things I've done so far:


  • I have run Memtest in excess of 16hours. No problems picked up.
  • Multiple reinstalls of Intel graphics driver.
  • Virus/malware scans - nothing detected
  • SFC & chkdsk - no errors
  • Flashed BIOS to latest revision

I appreciate any support you guys can give me.

Thanks,

Liam
 

Attachments

Code: 
0: kd> .bugcheck
Bugcheck code 0000003B
Arguments 00000000`c0000005 fffff800`b07b6724 ffffd000`222cd080 00000000`00000000

0: kd> kn
 # Child-SP          RetAddr           Call Site
00 ffffd000`222cc788 fffff801`1496bba9 nt!KeBugCheckEx
01 ffffd000`222cc790 fffff801`1496b4bc nt!KiBugCheckDispatch+0x69
02 ffffd000`222cc8d0 fffff801`1496725d nt!KiSystemServiceHandler+0x7c
03 ffffd000`222cc910 fffff801`14888110 nt!RtlpExecuteHandlerForException+0xd
04 ffffd000`222cc940 fffff801`14884d38 nt!RtlDispatchException+0x4e8
05 ffffd000`222cd050 fffff801`1496bc82 nt!KiDispatchException+0x144
06 ffffd000`222cd730 fffff801`1496a17e nt!KiExceptionDispatch+0xc2
07 ffffd000`222cd910 fffff800`b07b6724 nt!KiGeneralProtectionFault+0xfe
08 ffffd000`222cdaa8 95189ba0`00000000 igdkmd64+0x296724
09 ffffd000`222cdab0 b097b048`ffffe000 0x95189ba0`00000000
0a ffffd000`222cdab8 00000000`fffff800 0xb097b048`ffffe000
0b ffffd000`222cdac0 b097b048`00000000 0xfffff800
0c ffffd000`222cdac8 222cde2c`fffff800 0xb097b048`00000000
0d ffffd000`222cdad0 00000000`ffffd000 0x222cde2c`fffff800
0e ffffd000`222cdad8 fffff800`00000000 0xffffd000
0f ffffd000`222cdae0 ffffe000`981d7000 0xfffff800`00000000
10 ffffd000`222cdae8 00000000`00000103 0xffffe000`981d7000
11 ffffd000`222cdaf0 ffffe000`95189ba0 0x103
12 ffffd000`222cdaf8 fffff800`b05a2df9 0xffffe000`95189ba0
13 ffffd000`222cdb00 ffffe000`95b64000 igdkmd64+0x82df9
14 ffffd000`222cdb08 fffff800`b07927a9 0xffffe000`95b64000
15 ffffd000`222cdb10 00000000`00000103 igdkmd64+0x2727a9
16 ffffd000`222cdb18 fffff800`b05a2d01 0x103
17 ffffd000`222cdb20 00000000`00000000 igdkmd64+0x82d01

0: kd> lmvm igdkmd64
start             end                 module name
fffff800`b0520000 fffff800`b0b5d000   igdkmd64 T (no symbols)           
    Loaded symbol image file: igdkmd64.sys
    Image path: \SystemRoot\system32\DRIVERS\igdkmd64.sys
    Image name: igdkmd64.sys
    Timestamp:        Sat Jul 18 01:27:57 2015 (55A99D8D)
    CheckSum:         0061C20F
    ImageSize:        0063D000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

It could be related to your monitor drivers as I just bought a very similar one that uses a driver.
That being said, there isn't much saved in this dump, so could you get a Kernel memory dump from C:\Windows\MEMORY.dmp?

Have you tried rolling back your display driver?
 
Jared said:
Code: 
0: kd> .bugcheck
Bugcheck code 0000003B
Arguments 00000000`c0000005 fffff800`b07b6724 ffffd000`222cd080 00000000`00000000

0: kd> kn
 # Child-SP          RetAddr           Call Site
00 ffffd000`222cc788 fffff801`1496bba9 nt!KeBugCheckEx
01 ffffd000`222cc790 fffff801`1496b4bc nt!KiBugCheckDispatch+0x69
02 ffffd000`222cc8d0 fffff801`1496725d nt!KiSystemServiceHandler+0x7c
03 ffffd000`222cc910 fffff801`14888110 nt!RtlpExecuteHandlerForException+0xd
04 ffffd000`222cc940 fffff801`14884d38 nt!RtlDispatchException+0x4e8
05 ffffd000`222cd050 fffff801`1496bc82 nt!KiDispatchException+0x144
06 ffffd000`222cd730 fffff801`1496a17e nt!KiExceptionDispatch+0xc2
07 ffffd000`222cd910 fffff800`b07b6724 nt!KiGeneralProtectionFault+0xfe
08 ffffd000`222cdaa8 95189ba0`00000000 igdkmd64+0x296724
09 ffffd000`222cdab0 b097b048`ffffe000 0x95189ba0`00000000
0a ffffd000`222cdab8 00000000`fffff800 0xb097b048`ffffe000
0b ffffd000`222cdac0 b097b048`00000000 0xfffff800
0c ffffd000`222cdac8 222cde2c`fffff800 0xb097b048`00000000
0d ffffd000`222cdad0 00000000`ffffd000 0x222cde2c`fffff800
0e ffffd000`222cdad8 fffff800`00000000 0xffffd000
0f ffffd000`222cdae0 ffffe000`981d7000 0xfffff800`00000000
10 ffffd000`222cdae8 00000000`00000103 0xffffe000`981d7000
11 ffffd000`222cdaf0 ffffe000`95189ba0 0x103
12 ffffd000`222cdaf8 fffff800`b05a2df9 0xffffe000`95189ba0
13 ffffd000`222cdb00 ffffe000`95b64000 igdkmd64+0x82df9
14 ffffd000`222cdb08 fffff800`b07927a9 0xffffe000`95b64000
15 ffffd000`222cdb10 00000000`00000103 igdkmd64+0x2727a9
16 ffffd000`222cdb18 fffff800`b05a2d01 0x103
17 ffffd000`222cdb20 00000000`00000000 igdkmd64+0x82d01

0: kd> lmvm igdkmd64
start             end                 module name
fffff800`b0520000 fffff800`b0b5d000   igdkmd64 T (no symbols)           
    Loaded symbol image file: igdkmd64.sys
    Image path: \SystemRoot\system32\DRIVERS\igdkmd64.sys
    Image name: igdkmd64.sys
    Timestamp:        Sat Jul 18 01:27:57 2015 (55A99D8D)
    CheckSum:         0061C20F
    ImageSize:        0063D000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

It could be related to your monitor drivers as I just bought a very similar one that uses a driver.
That being said, there isn't much saved in this dump, so could you get a Kernel memory dump from C:\Windows\MEMORY.dmp?

Have you tried rolling back your display driver?
Click to expand...

Hi Jared,

Thanks for your quick reply mate. :)

I have tried various versions of the Intel driver and it seems to happen with them all.

I have the Kernel memory dump file but it's about 400MB. Is it okay to upload it to an external file host as I fear even compression won't enable me to get it small enough to host here.

Thanks,

Liam
 
Yep, that's what you have to do anyway.
Onedrive, Dropbox or Google Drive are preferable.
 
Code: 
//PEB structure for the current process isn't available, in fact not much is.

7: kd> dt nt!_PEB_LDR_DATA 7ff6`d84fd018
   +0x000 Length           : ??
   +0x004 Initialized      : ??
   +0x008 SsHandle         : ???? 
   +0x010 InLoadOrderModuleList : _LIST_ENTRY
   +0x020 InMemoryOrderModuleList : _LIST_ENTRY
   +0x030 InInitializationOrderModuleList : _LIST_ENTRY
   +0x040 EntryInProgress  : ???? 
   +0x048 ShutdownInProgress : ??
   +0x050 ShutdownThreadId : ???? 
Memory read error 00007ff6d84fd068

7: kd> kn
 # Child-SP          RetAddr           Call Site
00 ffffd001`169f4828 fffff801`577d5ba9 nt!KeBugCheckEx
01 ffffd001`169f4830 fffff801`577d54bc nt!KiBugCheckDispatch+0x69
02 ffffd001`169f4970 fffff801`577d125d nt!KiSystemServiceHandler+0x7c
03 ffffd001`169f49b0 fffff801`576f2110 nt!RtlpExecuteHandlerForException+0xd
04 ffffd001`169f49e0 fffff801`576eed38 nt!RtlDispatchException+0x4e8
05 ffffd001`169f50f0 fffff801`577d5c82 nt!KiDispatchException+0x144
06 ffffd001`169f57d0 fffff801`577d417e nt!KiExceptionDispatch+0xc2
07 ffffd001`169f59b0 fffff802`01d56724 nt!KiGeneralProtectionFault+0xfe
08 ffffd001`169f5b48 4e17a480`ffffe001 igdkmd64+0x296724
09 ffffd001`169f5b50 4e17a760`ffffe001 0x4e17a480`ffffe001
0a ffffd001`169f5b58 000a0602`ffffe001 0x4e17a760`ffffe001
0b ffffd001`169f5b60 00000000`00000000 0x000a0602`ffffe001

In fact there's hardly anything here.
Which is odd for a Kernel dump.

Does your monitor come with a driver?
 
To be fair, I did have the driver installed (IIRC) on the Win7 installation. However, the Dell support page for this monitor says the following:

Windows 10 Operating System not supported for this device
Dell does not support the Windows 10 operating system with this device. Some Windows 10 compatible drivers may not be available on this page.
Click to expand...

I'm hoping they'll bring support for Windows 10. Am I able to use the Win 8.1 x64 drivers?
 
You should be able to, I used the Windows 8.1 drivers for mine, they have the same Windows Kernel, it's mostly just revamped for optimisation.
Most of it will be compatible.
 
Thanks mate, I assumed as much. I've just installed the drivers for the monitors and performed a restart. Will see how long it lasts until the next blue screen (if there is one *fingers crossed*).


I really appreciate your time and support. :)
 
It's still not saving much, pointing to the Intel driver.

Any chance of a Full Memory Dump?

Go the Start
Right click My Computer
Select Properties
Click Advanced system settings
Click on the Advanced tab
Select Settings under Startup and Recovery
Then under Write debugging information select Complete memory dump.

Once a dump is created go to:
C:/Windows/memory.dmp
Copy the file to the desktop, zip it up and upload it to a file sharing site like Onedrive. After the upload is done post the download link in your next reply.
 
I have changed it to complete memory dump. It made me restart. Do you want me to wait for another BSOD to happen before I upload the memory dump?
 
Yes, you'll need to wait for another crash for a Complete memory dump to be recorded.
They are large, or can be, depending how much memory you are using at the time of the crash.
 
Thanks Jared.

Hopefully not that large then as I'm not actively using the PC. I'm just leaving it on the desktop and will wait for it to turn the display off and then move the mouse. :)
 
It finally happened, the time between BSOD seems to be getting longer.

This time, after collecting data for the memory dump and restarting, something strange happened; which is the first time something has happened other than the usual BSOD.

One I booted back in, the monitor connected via the DisplayPort was being picked up as "Generic non-PnP monitor" and the highest resolution it would allow was 640x480. However, the monitor connected via HDMI was being picked up as "Dell U2414H" and allowed the normal resolution of 1920x1080. Once I turned the monitor off and back on, Device Manager picked it up correctly and it returned to 1920x1080. Not sure if this bit of info was helpful at all really.

I am uploading the memory dump now, it's about 8GB worth though. :eek:
 
It's quite tough to find what went wrong because a lot of system services are undocumented in ntdll.dll, which use the native API.

Code: 
0: kd> .cxr ffffd00098f12120
rax=0000000000000002 rbx=ba65e01000000000 rcx=ffffe000ba80d000
rdx=ffffd00098f12a40 rsi=00000000ffffe000 rdi=ba80d000ffffe000
rip=fffff80064ab6724 rsp=ffffd00098f12b48 rbp=ba636630ffffe000
 r8=fffff80064baeb30  r9=fffff80064baeb20 r10=fffff80064baeb30
r11=ffffd00098f12a40 r12=ba60a000ffffd000 r13=ba65e010fffff800
r14=648a2c0c00000000 r15=00000200ffffe000
iopl=0         nv up ei ng nz na po nc
cs=0010  ss=0018  ds=002b  es=002b  fs=0053  gs=002b             efl=00010286
igdkmd64!hybDriverEntry+0x214804:
fffff800`64ab6724 c3              ret

//Pop off return address and execute it

0: kd> !pte fffff80064ab6724
                                           VA fffff80064ab6724
PXE at FFFFF6FB7DBEDF80    PPE at FFFFF6FB7DBF0008    PDE at FFFFF6FB7E001928    PTE at FFFFF6FC003255B0
contains 0000000000F04063  contains 0000000003891863  contains 00000000BB851863  contains 00000000BAF34121
pfn f04       ---DA--KWEV  pfn 3891      ---DA--KWEV  pfn bb851     ---DA--KWEV  pfn baf34     -G--A--KREV

//Valid page table entry for the return address

0: kd> !lmi igdkmd64
Loaded Module Info: [igdkmd64] 
         Module: igdkmd64
   Base Address: fffff80064820000
     Image Name: igdkmd64.sys
   Machine Type: 34404 (X64)
     Time Stamp: 55a99d8d Sat Jul 18 01:27:57 2015
           Size: 63d000
       CheckSum: 61c20f
Characteristics: 22  
Debug Data Dirs: Type  Size     VA  Pointer
             CODEVIEW    6e, 40edb0,  40d7b0 RSDS - GUID: {27C2071B-D082-4D7B-9FDE-BA328F83428E}
               Age: 1, Pdb: D:\qb\workspace\9549\p4gen\gfx_Development\dump64\igfx\lh\release\KmdLib\igdkmd64.pdb
     Image Type: MEMORY   - Image read successfully from loaded memory.
    Symbol Type: EXPORT   - PDB not found
    Load Report: export symbols

        THREAD ffffe000bacce080  Cid 0278.02c0  Teb: 00007ff6cacdc000 Win32Thread: ffffe000bac7a860 RUNNING on processor 0
        IRP List:
            ffffe000bbd99630: (0006,0118) Flags: 00060000  Mdl: 00000000
        Not impersonating
        DeviceMap                 ffffc0006e016620
        Owning Process            ffffe000ba644080       Image:         csrss.exe
        Attached Process          N/A            Image:         N/A
        Wait Start TickCount      25546          Ticks: 1 (0:00:00:00.015)
        Context Switch Count      212            IdealProcessor: 0             
        UserTime                  00:00:00.000
        KernelTime                00:00:00.015
        Win32 Start Address winsrv!NotificationThread (0x00007ffd4e2c3940)
        Stack Init ffffd00098f14c90 Current ffffd00098f13c30
        Base ffffd00098f15000 Limit ffffd00098f0f000 Call 0
        Priority 15 BasePriority 13 UnusualBoost 1 ForegroundBoost 0 IoPriority 2 PagePriority 5
        Child-SP          RetAddr           Call Site
        ffffd000`98f11828 fffff803`7956cba9 nt!KeBugCheckEx
        ffffd000`98f11830 fffff803`7956c4bc nt!KiBugCheckDispatch+0x69
        ffffd000`98f11970 fffff803`7956825d nt!KiSystemServiceHandler+0x7c
        ffffd000`98f119b0 fffff803`79489110 nt!RtlpExecuteHandlerForException+0xd
        ffffd000`98f119e0 fffff803`79485d38 nt!RtlDispatchException+0x4e8
        ffffd000`98f120f0 fffff803`7956cc82 nt!KiDispatchException+0x144
        ffffd000`98f127d0 fffff803`7956b17e nt!KiExceptionDispatch+0xc2
        ffffd000`98f129b0 fffff800`64ab6724 nt!KiGeneralProtectionFault+0xfe (TrapFrame @ ffffd000`98f129b0)
        ffffd000`98f12b48 ba636350`ffffe000 igdkmd64!hybDriverEntry+0x214804
        ffffd000`98f12b50 ba636630`ffffe000 0xba636350`ffffe000
        ffffd000`98f12b58 000a0602`ffffe000 0xba636630`ffffe000
        ffffd000`98f12b60 00000000`00000000 0x000a0602`ffffe000

0: kd> !irp ffffe000bbd99630
Irp is active with 1 stacks 1 is current (= 0xffffe000bbd99700)
 No Mdl: No System Buffer: Thread ffffe000bacce080:  Irp stack trace.  
     cmd  flg cl Device   File     Completion-Context
>[  f, 0]   0  0 ffffe000ba4425c0 00000000 00000000-00000000    
	       \Driver\igfx
			Args: 00000000 00000004 0023200f ffffd00098f14988

It's hard to say, I'm leaning towards a hardware error as the actual instructions used look valid, yet an exception is still being generated.
Have you got a graphics card, or is your CPU under warranty?

I would try a graphics card from AMD or Nvidia or RMA the CPU if it's under warranty.
You've said changing driver versions doesn't resolve the issue, and your monitor hiccup, I think you've got a bad GPU in your CPU.
 
I have contacted Intel and they are organising a phone call back. As I'm based within the UK, the online rep has said I will receive a phone call within 24hrs (inc. weekends).

The rep also said I can't prove it's the processor without attempting to try it in another mobo or another processor altogether. I said I didn't have a spare £200+ to try another processor but I do have another motherboard, unfortunately not the same socket type. He said this is fine but if I still receive the same problem with the replacement processor I have to assume that it is the mobo at fault.

Thanks so much for your help Jared, I really do appreciate it. I will keep you updated. :)
 
Good, I'm glad to hear Intel provided good support and not dismissed it.
Keep me updated.
 

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