Windows Keeps Automatically Logging Off

Topic

New Reply

Since Tuesday (which there shouldn’t have been an update sent to my PC since I’m not on Insider, but I’m not 100% sure), my PC is automatically either logging out or rebooting itself (I’m thinking more of it auto-logging out) when I fire it up the next day. At night, I put my PC into sleep mode (I reboot once a week), but now, every day when I wake my PC from sleep, my startup apps re-launch, and the system acts as though it’s experienced a clean reboot.

What would cause this issue to happen, and why only after Tuesday (I haven’t installed new software or made major changes to the system since Tuesday)?

Thanks!

Nathan Parker

Reply | Quote

Replies

Have a look in reliability history to see it has recorded anything for these occurrences.

Reply | Quote

It is flagging some stuff. One second while I post the reports.

Nathan Parker

Reply | Quote

Source
Windows

Summary
Shut down unexpectedly

Date
‎2/‎14/‎2017 8:38 AM

Status
Report sent

Problem signature
Problem Event Name: BlueScreen
Code: 1000007e
Parameter 1: ffffffffc0000005
Parameter 2: fffff8027e2b082d
Parameter 3: ffffc201dfea2758
Parameter 4: ffffc201dfea1f80
OS version: 10_0_14393
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.14393.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: AV_msux64w10!unknown_function

Source
Windows

Summary
Shut down unexpectedly

Date
‎2/‎16/‎2017 8:01 AM

Status
Report sent

Problem signature
Problem Event Name: BlueScreen
Code: 9f
Parameter 1: 3
Parameter 2: ffffe109f3bb21a0
Parameter 3: ffff980115d2f8e0
Parameter 4: ffffe109ce1c3820
OS version: 10_0_14393
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.14393.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: 0x9F_3_SETPOWER_UsbHub3_IMAGE_msux64w10.sys

Source
Windows

Summary
Shut down unexpectedly

Date
‎2/‎17/‎2017 5:50 AM

Status
Report sent

Problem signature
Problem Event Name: BlueScreen
Code: 1000007e
Parameter 1: ffffffffc0000005
Parameter 2: fffff80f221f082d
Parameter 3: ffffe400c870d758
Parameter 4: ffffe400c870cf80
OS version: 10_0_14393
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.14393.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: AV_msux64w10!unknown_function

Source
Windows

Summary
Shut down unexpectedly

Date
‎2/‎18/‎2017 4:55 AM

Status
Report sent

Problem signature
Problem Event Name: BlueScreen
Code: 9f
Parameter 1: 3
Parameter 2: ffffd30975932190
Parameter 3: ffff8000d6fff8e0
Parameter 4: ffffd3097403e820
OS version: 10_0_14393
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.14393.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: 0x9F_3_SETPOWER_UsbHub3_IMAGE_msux64w10.sys

Nathan Parker

Reply | Quote

I’m not sure how to interpret these since I’m still new to Windows.

I’ve been on chat with Microsoft Answer Desk all afternoon. They had me run Memory Diagnostic, Windows Update, and a Virus Scan, all which checked out. I just waited in line over a hour to get back into support with them, then the chat support logged me out, putting me back in the queue again. I have clients blowing up my phone with texts as well wanting me to assist them with their issues, and I’m hopelessly behind in work. Anyone that can give me insight into this issue would be a huge lifesaver right now.

Nathan Parker

Reply | Quote

I think I may have found the answer. It looks like it’s your ethernet adapter causing a BSOD which, in turn, causes a full reboot… hence what you’re experiencing.

Have a look at UsbHub3 Causing BlueScreen when not in use.

Same error message… and, apparently, a fix (or workaround).

Hope this helps…

Reply | Quote

I think I may have found the answer. It looks like it’s your ethernet adapter causing a BSOD which, in turn, causes a full reboot… hence what you’re experiencing.

Have a look at UsbHub3 Causing BlueScreen when not in use.

Same error message… and, apparently, a fix (or workaround).

Hope this helps…

Really? “UsbHub3 Causing BlueScreen when not in use”???.

That would be most unusual. Nathan, do you have a USB3 hub connected, and if so do you connect to your Internet via a WiFi device plugged into that USB3 hub?

Reply | Quote

Really? “UsbHub3 Causing BlueScreen when not in use”???.

That would be most unusual. Nathan, do you have a USB3 hub connected, and if so do you connect to your Internet via a WiFi device plugged into that USB3 hub?

Whilst the OP describes the device as ‘my PC’, another post shows he has a recent Surface Book – so would need a USB3 Surface Ethernet Adapter to connect. Of course, he could be using another device – it’s not clear – or using wireless. However, the error doesn’t appear to be wireless-related unless MS have also used the USB bus to connect the wireless adapter internally (like the SSDs in the Dell Latitude E7440 series).

As for it being ‘most unusual’… sorry, but I beg to differ. MS have had numerous issues since Windows XP with PnP, particularly internal bus ‘polling’ whilst coming out of sleep. For example, have a look at Microsoft working on ‘sleep’ issues with Surface Pro 4, Surface Book with solution early next year (which, admittedly, is a year old).

Reply | Quote

Hi everyone!

Good that Rick chimed in about my hardware. I am indeed on a Surface Book (forgot to mention it yesterday). I do have the Surface Dock connected to the Surface Book (which acts as a USB3 Hub). The Surface Dock has an Ethernet port on it, and I am connected via Ethernet to it (I’m having a side networking issue going on I’ll post in another thread when I get a moment).

I went ahead and followed the instructions in the USB Hub 3 article and disabled that feature. That should help.

Another line in some of the error messages I’ve been receiving is this:

AV_msux64w10!unknown_function

Does someone know what this might go to?

I left my Surface Book on all night for kicks to see what would happen (and turned off auto sleep mode). When I came back to my Surface Book today, it was frozen with a black screen. I had to hard reboot to get back. Here’s the events in Reliability Monitor:

Source
Windows

Summary
Shut down unexpectedly

Date
‎2/‎19/‎2017 12:12 PM

Status
Report sent

Problem signature
Problem Event Name: BlueScreen
Code: 1000007e
Parameter 1: ffffffffc0000005
Parameter 2: fffff803d88b082d
Parameter 3: ffff800188dc7758
Parameter 4: ffff800188dc6f80
OS version: 10_0_14393
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.14393.2.0.0.256.48
Locale ID: 1033

Files that help describe the problem (some files may no longer be available)
021917-23515-01.dmp
sysdata.xml
WERInternalMetadata.xml

Extra information about the problem
Bucket ID: BAD_DUMPFILE

Windows Stopped Working

The computer has rebooted from a bugcheck. The bugcheck was: 0x0000007e (0xffffffffc0000005, 0xfffff803d88b082d, 0xffff800188dc7758, 0xffff800188dc6f80). A dump was saved in: C:WINDOWSMEMORY.DMP. Report Id: 1a056245-6915-482f-902a-37f80d0bc2fa.

As a side note, should I forgo Sleep and look into Hibernating my Surface Book each night instead? Would it be more reliable?

Nathan Parker

Reply | Quote

I went ahead and followed the instructions in the USB Hub 3 article and disabled that feature. That should help.

As a side note, should I forgo Sleep and look into Hibernating my Surface Book each night instead? Would it be more reliable?

Now that you’ve made the change I would suggest leaving your Surface Book ‘as is’ for the moment to see whether the change has worked.

Another line in some of the error messages I’ve been receiving is this:

AV_msux64w10!unknown_function

Does someone know what this might go to?

msux64w10 is the Surface Book’s driver for the ethernet adapter. It may be that ‘polling’ whilst coming out of sleep (Hey, dock! Are you there? Are you ready?) has exposed an issue between hardware developers and MS ‘softies’ not talking to each other, i.e. the hardware is sending a signal triggering a call to a function not yet implemented in the driver. Did you tell the MS tech about this error and that you were using a Surface Dock (‘cos, from what I can see on the web, this isn’t an unknown issue)?

I left my Surface Book on all night for kicks to see what would happen (and turned off auto sleep mode). When I came back to my Surface Book today, it was frozen with a black screen. I had to hard reboot to get back.

It’s difficult to tell whether that’s a related or separate issue. Can the ‘Surface Dock’ be hot-disconnected? If so, leave it a couple of days to see if the change you made helps the ‘coming out of sleep’ issue then try leaving your Surface Book on all night disconnected from the dock.

Hope this helps…

Reply | Quote

More info…

This recent TechNet blog shows hows to query the MS Update Catalog to see whether there’s any more up-to-date ethernet driver(s) for the Surface Book.

However, you’ve got a ‘top end’ flagship device and have already been in contact with MS. I would suggest going back to MS and, if necessary, asking for (insisting?) the issue be escalated to 2nd/3rd line or developer-level support. It shouldn’t be news given the amount of diagnostics data that is automatically sent back…

Hope this helps…

Reply | Quote

Can you run the Sysnative BSOD collection routine and attach the required zipped folder back here so we can get a more in-depth look at what’s been happening on that machine, please?

Reply | Quote

More info…

A post in the Windows 10 forums shows someone else having BSODs with the same msux64w10 driver and the apparent fix (last post, #4) was to turn off USB ‘Power Saving’ in Device Manager.

Without having a Surface Book and Surface Dock myself it’s difficult to tell which USB Root Hub your dock is connected to (although Nir Sofer’s free portable USBDeview tool will show you) but there should be a root hub labelled something like xHCI. Also, because the issue appears to be contingent on the ethernet adapter, you’ll need to amend power saving on this as well, just in case.

Try this:

1. Right-click on Start and select Device Manager.

2. At the bottom of the device list, click on the right-facing arrow to expand Universal Serial Bus controllers.

3. Double-click on the USB Root Hubs, especially any labelled xHCI.

46728-usb3_root_hub
Click to enlarge

4. On the Power Management tab, remove the tick from the Allow the computer to turn off this device to save power checkbox then click on the OK button to dismiss the dialog.

46729-usb3_hub_power
Click to enlarge

5. Further up the list, expand Network adapters and double-click on the entry for your ethernet adapter (probably labeled Gigabit Network Connection).

6. As before, on the Power Management tab, remove the tick from the Allow the computer to turn off this device to save power checkbox then click on the OK button to dismiss the dialog.

46730-usb3_ethernet
Click to enlarge

7. When finished, close Device Manager and restart your device.

Let us know how you get on.

Hope this helps…

Reply | Quote

Power saving is my main suspect for the 0x9f BSODs but I’m less sure about the 0x7e AV_msux64w10!, there might be *something else* contributing to that, some data to peruse would be nice

Reply | Quote

Here you go…

Nathan Parker

Reply | Quote

Great feedback everyone! I thoroughly appreciate it. Great to know that msux64w10 is the Surface Ethernet Adapter driver. I told Microsoft Chat Support about the issue, but they just wanted me to try memory tests, virus scans, etc. They didn’t really get to the heart of the issue. I probably need to talk to Microsoft Support via phone concerning this, as Chat Support wasn’t a good option in terms of getting solid support.

The dock can be unplugged while the machine is running. Microsoft tied it to the power cable, so it’s identical to pulling a power cable from the system.

Checked the Update Catalog. The drivers for my device are dated before I purchased my Surface Book, so I should have the latest drivers.

BTW, side note to make. I had a Surface Dock fry recently. Microsoft replaced it with this one (they did replace it with a totally brand new model). They also had me update the firmware to the Surface Dock.

I ran the BSOD Collection and am attaching my ZIP file of what’s going on for your review.

I was able to find the Root Hub and disable Power Savings on it. I’m not seeing that identical screen on Ethernet. Attaching my screenshots so you can see how mine looks. It’s probably in there but labeled differently.

I appreciate all the excellent assistance! It’s been a huge help right now.

Having issues attaching the files. Will try again in a moment.

Nathan Parker

Reply | Quote

After I run all these tests, if I have any additional issues, before contacting Microsoft, should I also try reinstalling the Ethernet driver in general through Device Manager? Occasionally when a Windows Update or something mucks with a driver, reinstalling the Driver through Device Manager usually seemed to do the trick. I’ve had occasional driver hiccups with my Surface which were corrected when I gave this a spin.

Nathan Parker

Reply | Quote

It’s your device, your decision. My only thought is that if you do, and if there are any subsequent new problems (unlikely, I know), then all of a sudden it’s ‘something you did’ rather than ‘just as MS supplied it’.

Reply | Quote

Ran the test in Sleep mode plugged into the Dock last night. 6:05 AM, system BSOD’d again:

The computer has rebooted from a bugcheck. The bugcheck was: 0x0000009f (0x0000000000000003, 0xffffb98966678e20, 0xfffff80292e8a8e0, 0xffffb9894bcf5820). A dump was saved in: C:WINDOWSMEMORY.DMP. Report Id: c98a1309-8c44-4453-a2ec-a1e3e94a9008.

Source
Windows

Summary
Hardware error

Date
‎2/‎22/‎2017 6:05 AM

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: 804
Parameter 2: ffffffffc0000034
Parameter 3: 1
Parameter 4: 0
OS version: 10_0_14393
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.14393.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: 0x193_DxgkrnlLiveDump:804_Status_0xC0000034_Driver_nvlddmkm_failed_DdiStartDevice_dxgkrnl!DxgCreateLiveDumpWithWdLogs
Server information: d5ce3d41-2ffc-40d4-9638-826dce0b8ae8

Source
Windows

Summary
Shut down unexpectedly

Date
‎2/‎22/‎2017 6:05 AM

Status
Report sent

Problem signature
Problem Event Name: BlueScreen
Code: 9f
Parameter 1: 3
Parameter 2: ffffb98966678e20
Parameter 3: fffff80292e8a8e0
Parameter 4: ffffb9894bcf5820
OS version: 10_0_14393
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.14393.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: 0x9F_3_SETPOWER_UsbHub3_IMAGE_msux64w10.sys

I’m going to try with the dock disconnected tonight and see what happens. Should I connect my regular power adapter to it ir just run it on battery overnight in sleep mode?

Nathan Parker

Reply | Quote

Called Microsoft today. They agree they believe it’s a firmware update that’s causing it, but…they’ve asked me to use the Windows 10 Media Creation Tool to download and “upgrade” my copy of Windows 10. If I do this, will it change any settings in Windows 10 at all or will it leave my OS settings alone?

I have some major school exams this week, so if I do it, I should likely wait, and ensure I have a system image before moving forward.

Nathan Parker

Reply | Quote

Called Microsoft today. They agree they believe it’s a firmware update that’s causing it, but…they’ve asked me to use the Windows 10 Media Creation Tool to download and “upgrade” my copy of Windows 10. If I do this, will it change any settings in Windows 10 at all or will it leave my OS settings alone?

I have some major school exams this week, so if I do it, I should likely wait, and ensure I have a system image before moving forward.

Ummm… that’s it from MS? No advice whether to boot from the media created by the Media Creation Tool (MCT) or, instead, to run ‘setup.exe’ from the MCT whilst logged in to Windows?

I suggest that you go back to Microsoft and ask for the advice to be repeated in detail and in writing… ‘cos, yes, depending on what you choose/use using the MCT you can very well end up with a clean OS with none of your own data/programs left.

Hope this helps…

Reply | Quote

Microsoft emailed me back (for the record, their Surface Customer Care email is excellent and really listens well!). They’ve offered to escalate me to another level of support via phone and schedule a call with me, as well as they’re sending my feedback to Microsoft’s engineers so they’re aware of the issue. When I do purchase a third party USB hub and Ethernet adapter, that’ll be taken care of as well on their end. So now I just need to determine what is a good brand USB hub and Ethernet adapter (non-Microsoft brand) to purchase in the meantime while I wait for them to resolve all of this.

Nathan Parker

Reply | Quote

Heard back from Microsoft. Definitely an issue (likely firmware) in the dock. At least they have acknowledged it now and have provided me with a couple of other pieces of equipment I can use as a workaround until this is resolved:

The issue with the device not turning on or waking from sleep mode when the device is on the docking station is a known problem and is being worked on. Once a resolution can be provided an update will become available to resolve the issue. Currently there’s no estimated time for the update however I assure you that it is being worked on.

As a work around you can power on your device prior to placing it on the docking station. I completely understand that this isn’t a resolution however as one isn’t available at this time I wanted to share a work around with you.

Nathan Parker

Reply | Quote

Heard back from Microsoft. Definitely an issue (likely firmware) in the dock. At least they have acknowledged it now and have provided me with a couple of other pieces of equipment I can use as a workaround…

Well, IMO this sounds all very good inasmuch that it’s now a known issue and MS are working on it. Thanks for the update.

Reply | Quote

My other USB Hub and Gigabit Ethernet Adapter arrived (went with StarTech; using these as a workaround until the dock is resolved). Got them connected to my Surface Book. So far functioning very well (had to call StarTech to get a driver for the adapter, their support was excellent though). Will see what happens when I put the Surface Book to sleep if their adapter is going to be OK with sleep mode.

It was already prioritized in my list of connections when I ran PowerShell (my other thread) so it’ll default to Ethernet every time I boot up with this adapter as well.

Nathan Parker

Reply | Quote

Found another reason I could have been having the issue, and even moving to a USB Gigabit Adapter still kills Ethernet connectivity when I put my machine to sleep. Surface devices do not offer the ability to fully disable selective suspend at some levels of the system (including USB). Other PC’s do, but Surface devices don’t. Selective suspend still kicks in at some level.

Emailed this to Microsoft to let them know, plus added it to Feedback Hub. It could be addressed in a Windows Update if they’ll do it.

On the other issue about the taskbar, I haven’t had a chance to do any further testing. Been swamped.

Nathan Parker

Reply | Quote

When I did the reinstall of the driver for the USB Hub through Device Manager (right click and click uninstall then reboot), my PC is no longer BSODing when it’s in sleep mode. So that did resolve it. Seems the Windows Update caused the issue.

So for those who get a BSOD on any hardware after a Windows Update, try right-clicking on the item in Device Manager, clicking uninstall, then reboot, and the issue should correct itself.

I also went into power and turned off power saving mode on everything USB related I could to see if that also helps.

Nathan Parker

Reply | Quote

Just because you don't know where you are going doesn't mean any road will get you there.

Reply | Quote

Bad News: I had another automatic system reboot tonight. I do have the Creators Update installed. Here’s the error it threw in Reliability Monitor:

Source
Windows

Summary
Hardware error

Date
‎4/‎26/‎2017 1:14 AM

Status
Report sent

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

Problem signature
Problem Event Name: LiveKernelEvent
Code: 1a1
Parameter 1: ffff9b05b2438040
Parameter 2: 0
Parameter 3: 0
Parameter 4: 0
OS version: 10_0_15063
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.15063.2.0.0.256.48
Locale ID: 1033

Files that help describe the problem (some files may no longer be available)
PoW32kWatchdog-20170425-0004.dmp
sysdata.xml
WERInternalMetadata.xml
memory.csv
sysinfo.txt

Extra information about the problem
Bucket ID: BAD_DUMPFILE

Source
Windows Camera Frame Server

Summary
Stopped working

Date
‎4/‎26/‎2017 1:09 AM

Status
Report sent

Description
Faulting Application Path: C:WindowsSystem32svchost.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: svchost.exe_FrameServer
Application Version: 10.0.15063.0
Application Timestamp: 02799ef5
Fault Module Name: frameserver.dll
Fault Module Version: 10.0.15063.0
Fault Module Timestamp: 416fc1dd
Exception Code: c0000005
Exception Offset: 000000000005471e
OS Version: 10.0.15063.2.0.0.256.48
Locale ID: 1033
Additional Information 1: 0ee8
Additional Information 2: 0ee82431815b87b1e300e318c1d6f389
Additional Information 3: 5611
Additional Information 4: 5611155d3fb051bf5e4d2c8a4f12f567

Extra information about the problem
Bucket ID: 355f877dcf9b5f5477c755bd9a5e108b (120720981733)

I’m also attaching the Sysnative Collection File.

Any help would be appreciated.

Nathan Parker

Reply | Quote

Came back from a late lunch, and my PC was frozen again requiring a hard reboot. I didn’t even have my system set to go into sleep mode automatically (only my display). I went ahead and turned off every form of sleep/power saving I can (except for switching on Hibernate and High Performance). I know this isn’t good for my screen since my screen will now be on 24/7 and can burn up faster. It’s the only thing I know to try at the moment.

Beginning to eyeball my old iMac on my desk.

Nathan Parker

Reply | Quote

Fans finally beginning to spin down. Guess the update had some stuff to finish.

Nathan Parker

Reply | Quote

Found these:
http://www.theregister.co.uk/2016/05/27/sleep_of_death_windows_10/?page=1
https://www.thurrott.com/mobile/microsoft-surface/64867/trying-to-explain-the-surface-sleep-problems

Seems the “Sleep of Death” is a major issue Microsoft should have already resolved, but it doesn’t seem like they completely did. What recommendation would you have for me to work around it?

Nathan Parker

Reply | Quote

Hi Nathan, it looks like the Surface Dock is exactly the same as the USB3 ethernet adaptor in the way it appears in Device Manager… so it’s the Selective suspend setting you need to change to Disabled.

46735-ethernet1
Click to enlarge

Hope this helps…

Reply | Quote

Driver version and date info for the current msux64w10.sys: ver. 10.3.1115.2016, 7/29/2016 5:13 AM.

The 0x9f’s look cut and dried, down to a power reduction command that doesn’t get committed (sleep/hibernate happened too quickly?).

The 0x7e’s are another matter, nothing to go on other than they’re networking -related, a(nother) search on the debug output for the failure bucket ID (FAILURE_BUCKET_ID: AV_msux64w10!Unknown_Function): AV_msux64w10! returns hits only from this topic. The (NTSTATUS) 0xc0000005 indicates an Access Violation, the memory pointed to couldn’t be read.

Both crash types might ultimately have been from the same cause, check for the msux64w10.sys driver/software update and modify the USB3 power settings (as in Rick’s previous Post) if you can’t find a more recent version.

Reply | Quote

I switched off Selective Suspend, so now I can test with that.

Since this device comes from Microsoft, I’m not seeing any more recent driver versions. Should I basically run with these settings now that I’ve disabled those power saving settings and see what happens, then if I still have issues, try an overnight sleep without the dock connected?

And if it is the dock, then holler at Microsoft and tell them I need a driver update?

Nathan Parker

Reply | Quote

I think you first need to see whether making these changes makes the problem go away. If they do then great, but they’re just a workaround… a way of keeping you working whilst you look for a more permanent solution.

Personally, if I was to buy a ‘top end’ device (and its dock) like that and it didn’t work as intended without having to disable bits and pieces then – to put it mildly – I would be very disappointed (particularly after already having one dock fail).

In my opinion it’s not your job to troubleshoot on behalf of the manufacturer. I would contact Microsoft and ask for the problem to be fixed, escalating as required. I wouldn’t tell them you need a driver update. Instead, I suggest you concentrate solely on the symptoms and let Microsoft work out the cause. If you bought it retail from a Microsoft shop then I suggest you take it back and ask to speak to the manager.

Hope this helps…

Reply | Quote

Sounds good. Another issue my Surface Dock is causing is with my external DisplayPort monitor. The taskbar at the bottom of the screen periodically gets “cut off” (I can post a picture of it sometime if need be). I’ve changed the Mini DisplayPort to DisplayPort cable, as well as I have the latest drivers for my graphics card and monitor, and a power cycle on the monitor resolves the issue for a while, but I’ll admit it’s annoying too.

Haven’t been too pleased with my experiences with the Surface Dock lately, and I should likely let Microsoft know about it.

Nathan Parker

Reply | Quote

I think that the 0x9f’s are probably related to the dock, the 0x7e’s I’m unsure about (though I do recall 2x BSOD cases with the AV_ prefix that were AV and malware -related (one of each), so the MS suggestions re malware tests might not be completely irrelevant).

MS hardware + MS accessory for the specific hardware + MS Operating System really should ‘just work’ if the published driver/software install routines are correctly followed.

Reliability Monitor/History should give you options for checking MS for fixes/updates for those crashes, ensure you get those reports uploaded to MS after each crash and recheck weekly. It might take several weeks but I have witnessed cases where there’s been an automated response during a check with a link to a potential fix.

Reply | Quote

I think that the 0x9f’s are probably related to the dock, the 0x7e’s I’m unsure about (though I do recall 2x BSOD cases with the AV_ prefix that were AV and malware -related (one of each), so the MS suggestions re malware tests might not be completely irrelevant).

MS may suggest carrying out a Windows Reset, i.e. to start with a ‘known clean’ device.

Reply | Quote

I just went into Reliability Monitor and ensured all the reports are sent. I’ll keep on top of it as well and see how it goes.

Windows Defender is running as Limited Periodic Scanning. Webroot is my primary AV. Should I disable Windows Defender’s Limited Periodic Scanning? Could it be conflicting with Webroot?

In terms of Windows Reset, isn’t going to happen. I’ve spent months configuring my machine the way I need it to, and I’d take a sledgehammer to it and never touch a PC again before I’d clean install the OS. The amount of downtime it’d put me behind in work and school would cause me to flunk school and lose my job at work. A reset just isn’t an option I can ever go for when it comes to how much time I have to invest in getting a machine setup the way I need it to for work/school.

Nathan Parker

Reply | Quote

Sounds good. I’ll run some additional tests with the changes I made then go from there. Once I fully isolate the issue, if it is the dock (and it works fine without the dock), I’ll holler again at Microsoft and let them know what’s going on. If it functions fine without the dock, worst comes worse I could discontinue using the dock and get a USB 3.0 Hub and an Ethernet adapter until Microsoft straightens out the dock. The dock is a nice accessory when it works, but if it gives me more grief than it’s worth, then I can part with it (or at least until Microsoft can figure out how to resolve it).

I found a couple more power-related settings under the Settings app today. Should I tweak any of these anytime or just leave them alone?

Nathan Parker

Reply | Quote

The problem with making too many changes at once is that you’ll never be able to isolate which one worked (or not). I would make them one at a time and see what the effect was.

Hope this helps…

Reply | Quote

Sounds good. I won’t make any additional changes yet. Tonight I’ll be putting my PC to sleep with the dock plugged in. We’ll see what awaits me when I fire it up tomorrow.

Nathan Parker

Reply | Quote

Hmmm… that’s not good (although I note that ‘Status’ shows ‘Report sent’. One would like to think that someone, somewhere in Microsoftieland is now thinking ‘Whoa! That’s not supposed to happen. We need to have a look at this urgently…’).

I also note ‘Bucket ID: 0x9F_3_SETPOWER_UsbHub3_IMAGE_msux64w10.sys’… which – IMO – both confirms that the issue is related to the uPnP Power-USB-Ethernet relationship (yet again) and satrow’s post #18).

IMO you should go back to your supplier – whether retail outlet or online – and present it with the issue and its symptoms, for resolution (by the manufacturer) on your behalf. I can’t think of an alternative course of action that may bring you the solution that you need.

Hope this helps…

Reply | Quote

Sounds good. I’ll test with the dock unplugged tonight so I can tell Microsoft I’ve been thorough on my tests, and I’ll get a call into them ASAP to get this going. My other dock that blew didn’t have this issue, but this dock is running a different firmware version. There may be a bug in this dock’s firmware version. I’ll definitely get a hold of Microsoft and get them on this.

I wanted to say support on here has been fantastic. You all are great. Far better than Microsoft’s chat support. I showed them the errors right off the top and they sent me rabbit trailing on a bunch of other non-essential tests. This time I’ll talk to them over the phone and tell them all I’ve done to narrow down the issue. I will report back here once I hear from Microsoft to let you know what they said so it can be documented here in case anyone else has a similar issue in the future and needs to know what’s going on.

Nathan Parker

Reply | Quote

Good news. I put the Surface Book to sleep unplugged from the dock last night. Fired it up today, all normal. Checked reliability history, no error messages or BSOD’s.

So it’s definitely the dock and likely what you’ve hit the nail on the head with Ethernet.

I’m running a few more diagnostic tests today and this evening (I went ahead and performed a quick driver reinstall on the Ethernet portion of the dock since generally when I’ve talked with Microsoft Support in the past, they always want me to try this as a step to rule out). Once I have made my additional tests, I’ll holler back at Microsoft Support and let them know what’s going on as well as my personal suspicions as to what it could be. Then once they determine the cause and have an answer, I’ll report back here and let you know what they say so others can benefit from it.

I appreciate all of the support and assistance! You’ve all been excellent.

Nathan Parker

Reply | Quote

I know that I’m always extremely critical of the secrecy behind MS’s ‘telemetry uploads to the mothership’ (especially after Terry Myerson was caught out being ‘economical with the truth’) but – credit where credit is due – I have always found Microsofties to be unfailingly helpful in my many personal contacts with them. (I wish I could say the same about other tech organisations…)

Hope this helps…

Reply | Quote

I know that I’m always extremely critical of the secrecy behind MS’s ‘telemetry uploads to the mothership’ (especially after Terry Myerson was caught out being ‘economical with the truth’) but – credit where credit is due – I have always found Microsofties to be unfailingly helpful in my many personal contacts with them. (I wish I could say the same about other tech organisations…)

Hope this helps…

Well I’m pleased that you have had good experiences with MS support – the so-called 2nd level guy that I got was a complete numpty.

Reply | Quote

True, and Microsoft does heavily listen to feedback. When I was on a Mac, it was more of Apple asking me what I did to my Mac to cause the issue and never admitting to when an update, etc., actually caused the issue. They really never listened nor admitted to issues.

Nathan Parker

Reply | Quote

Just for an update, here’s what happened today after reinstalling the Ethernet driver…

Good News: No BSOD this morning. When I fired up my machine from sleep, it did awake from sleep without a reboot. Reliability monitor checked out clean too.

Bad News: Ethernet connectivity was gone, my machine was acting a little slow, and my processor fans were spinning up again for a bit. Reboot did correct the issue and restore Ethernet connectivity and speed things up.

So I’ll schedule a call and talk with Microsoft to see what’s up. I’m thinking the firmware version on this dock is a problem. It’s a different version than the old dock I had. I do have the firmware updater tool for the dock, so provided Microsoft issues a new firmware update, I can easily push it to the dock.

Nathan Parker

Reply | Quote

They did say to run the setup while logged into Windows. They mentioned emailing me a set of instructions over (which I have yet to see). I was afraid to just run it without verifying since it would be horrible if it messed with any settings or wiped out anything (sure I have system images but I try not to use them if I can avoid them).

In the meantime, I may pick up a USB 3.0 hub and Gigabit Ethernet Adapter until Microsoft gives me some better info on the Surface Dock (I may email back in and ask if there’s a way to get access to L2 Support). Here’s a couple of adapters/hubs I’ve found on Best Buy. Which of these do you recommend? I’ve had good performance with StarTech products in the past. Haven’t heard of the j5 brand.

http://www.bestbuy.com/site/j5-create-usb-3-0-to-gigabit-ethernet-adapter-gray/2001047.p?skuId=2001047
http://www.bestbuy.com/site/startech-com-2-in-1-accessory-kit-for-surface-and-surface-pro-black/4761602.p?skuId=4761602
http://www.bestbuy.com/site/j5-create-7-port-usb-3-0-hub-black/4561575.p?skuId=4561575
http://www.bestbuy.com/site/startech-com-7-port-usb-3-0-hub-black/8448512.p?skuId=8448512

Nathan Parker

Reply | Quote

Upgrading either directly from https://www.microsoft.com/en-gb/software-download/windows10 or by creating Win 10 install media and using that may change the odd driver – it kept changing the Win 7 wireless one for its own and I had to start IE again from the Task Manager and pin it back to the task bar, but it doesn’t affect your personal stuff.

When using the install media from within Windows, it just works on the volume and not the whole of C: as a clean install would.

However, your machine is still under warranty and to avoid voiding that, I would get specific instructions from MS as Rick has suggested.

Reply | Quote

Sounds good. I have emailed in to see what Microsoft says. I already reinstalled the driver which did correct the BSOD issue. Now the issue is I simply lose Ethernet connectivity upon wake if the dock is plugged in. I’m thinking there’s a bug in this build of the dock’s firmware. That’s the one major difference between my old dock I sent back and the replacement dock I received. I have the Surface Dock Firmware Updater, so if they release a firmware update, I can run the firmware update just to the dock instead of going through a Windows 10 upgrade to see if that resolves the issue. We’ll see if Microsoft’s engineers are willing to try it.

Nathan Parker

Reply | Quote

Nathan, just be aware that any non-destructive re-install of Windows on top of itself will no doubt re-implement the power-saving settings on the USB Root Hubs and Ethernet Adapter in Device Manager… so you may wish to go back in and take the ticks out of the Allow the computer to turn off this device to save power checkboxes again.

Hope this helps…

Reply | Quote

Sounds good Rick. That also occurred when I re-installed the Ethernet driver, so I had to run that again. I’m going to hold off on any installs of Windows just yet. I think there’s another solution that can be done that is less intrusive. We’ll see what Microsoft says about it.

Nathan Parker

Reply | Quote

Some updates on this:

1. When I plugged the USB Ethernet Adapter into a USB Hub instead of directly plugging it into my Surface Book, Ethernet connectivity remains after a wake from sleep. So that’s a workaround for anyone who needs Ethernet connectivity to work after a wake from sleep.

2. After this week’s Patch Tuesday updates, my Surface Book is now BSODing with the USB hub plugged in (and the USB Ethernet Adapter plugged in). Lovely. Will run more tests over the weekend. Likely just needs another driver reinstall. I also did disable power saving mode on as much USB stuff as I can (including the hub) to see if that helps.

Nathan Parker

Reply | Quote

Is this machine still under warranty ?

The price I’ve seen these machines advertised for – you would think they would work without having to go to the trouble you have had to.

I would have taken it back before now and asked for my money back.

Reply | Quote

Is this machine still under warranty ?

The price I’ve seen these machines advertised for – you would think they would work without having to go to the trouble you have had to.

I would have taken it back before now and asked for my money back.

I agree with Sudo. I know the consumer legislation is different this side of the pond but, after all the trouble you’ve had, I would have been tempted to return it as ‘not fit for purpose’ (UK consumer phrase). I’m afraid it comes with the new territory, i.e. that of Win 10 now constantly evolving rather than a ‘fixed’ product (albeit with subsequent bug fixes). It just sounds like you’re doing MS’ quality control testing yourself.

Reply | Quote

Is this machine still under warranty ?

The price I’ve seen these machines advertised for – you would think they would work without having to go to the trouble you have had to.

I would have taken it back before now and asked for my money back.

I agree with Sudo. I know the consumer legislation is different this side of the pond but, after all the trouble you’ve had, I would have been tempted to return it as ‘not fit for purpose’ (UK consumer phrase). I’m afraid it comes with the new territory, i.e. that of Win 10 now constantly evolving rather than a ‘fixed’ product (albeit with subsequent bug fixes). It just sounds like you’re doing MS’ quality control testing yourself. IMO, you shouldn’t have to keep posting here because of issues with a flagship product.

Reply | Quote

It is still under warranty, and bare minimum I could get a replacement (although I don’t think it would help). Problem is, if I did take it back and purchased something else, I’d probably be in worse shape. Before this I invested over 5 grand in a Dell workstation that turned out to be a horrible piece of junk, and Dell was woefully incompetent through the entire support process. They did refund my money back for it due to the nightmare I went through. Before this incident, I had a MacBook Pro that Apple butchered when repairing. So hardware hasn’t been a pleasing experience with me lately. Overall, the Surface Book has been performing OK for daily use, with these few issues (which while certainly frustrating, are minor compared to the nightmares I’ve been through last summer), and Microsoft is at least listening and willing to improve (better than I got through Dell and Apple). So I have to ask myself if I did turn this in for something else, what would I be getting myself into next?

Nathan Parker

Reply | Quote

So I have to ask myself if I did turn this in for something else, what would I be getting myself into next?

OK, good point well made. You certainly seem to have had your fair share of hardware issues. At least the Surface Book hardware issues appear to be related more to its docking station rather than the Book itself and, as you say, MS have taken an interest in it.

(PS – Apologies for earlier double-post. I have no idea why my amended post appeared as a new post instead of just an edit.)

Reply | Quote

No worries about the double post. One other thing I’m doing is testing a sensor on my breaker box that’s going to allow me to better monitor power diagnostics in my home (I’m under NDA so I can’t say too much, but more info is at WhiskerLabs.com). With all my hardware issues happening, I’m either horridly cursed with lemon hardware, or there’s a power issue going on I need to get to the bottom of that may be affecting my hardware. I treat all my hardware delicately, so it’s definitely not due to misuse. I am curious as to what the sensor will show in power diagnostics in case there’s something going on I don’t know about.

Nathan Parker

Reply | Quote

If you find there are power issues you could try an UPS to smooth them out.

--Joe

Reply | Quote

+1 for do check power issues, from my cabling class I recall grounding problems can be a bear. For a good read on UPSs see:
http://www.pcguide.com/ref/power/ext/ups/typesOnLine-c.html

:cheers:

Just because you don't know where you are going doesn't mean any road will get you there.

Reply | Quote

Good info. I had a UPS, but I recently moved to regular surge protectors since I wasn’t sure what UPS to get. Great to know about the guide. I need to look at that.

My local power company sent massive surges into my house last summer. I didn’t own the Surface Book then, so it wasn’t directly affected by that (that’s when I changed out the UPS and bought a new surge protector since the old one likely fried after that). I do have a whole home surge protector now in place to protect if it happens again, but I’ve noticed I’ve had way too many hardware issues in general here. I’m either somehow cursed with buying faulty hardware, or a deeper power issue is going on. It’ll be interesting to see what that sensor test shows.

Nathan Parker

Reply | Quote

I’m playing catchup currently but here’s a rough breakdown based on your post content, I’ll try to dig deeper when I have a little time:

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

Files that help describe the problem (some files may no longer be available)
PoW32kWatchdog-20170425-0004.dmp

Extra information about the problem
Bucket ID: BAD_DUMPFILE

Source
Windows Camera Frame Server

Description
Faulting Application Path: C:WindowsSystem32svchost.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: svchost.exe_FrameServer

Fault Module Name: frameserver.dll

Exception Code: c0000005

Overall, it looks like a hardware-related error specific to the graphics (PoW32k) or USB subsections, the PoW32k might indicate a Power settings (wake?) issue happened.

The data stored in (one of) the dumpfile(s) might be corrupt or incomplete (BAD_DUMPFILE).

The Exception Code: c0000005 indicates there was an Access Denied error.

Reply | Quote

Sounds good. It mentioned something in Reliability Monitor about the camera failing (why I don’t know since I wasn’t using the camera when it failed). I went ahead and reinstalled the camera driver and rebooted. Should I also reinstall the driver for my graphics cards?

I also disabled the power saving feature when I’m away, and we’ll see what that does.

I also found this. Would there be any benefit of me enabling hibernation and high performance mode (see the bottom of the thread with the YouTube video) or could this cause more issues than help?

http://forums.windowscentral.com/microsoft-surface-book/419972-surface-book-shutting-down-am-i-misunderstanding.html

Really getting weary of Windows Update causing issues with my drivers. It’s like playing Whack a Mole with reinstalling drivers. Since this is a Microsoft-developed device, you’d think they’d be more careful with testing updates with their own devices, but seems not.

Nathan Parker

Reply | Quote

I can’t be definitive about the cause, I’ve seen further clues that might be suggestive of a 3rd party driver or filter involvement in corrupting data held in memory, deeper digging would require at least a kernel memory dump to be set and saved at the next crash, should one occur of the same type (0x9F).

I think the power setting change and refreshing the camera driver is enough for the moment, it might be that *something* 3rd party becomes active during the session, perhaps via Task Scheduler, might be causing the memory corruption or a ‘logjam’ that leads to the crash. If that crash is only triggered during a ‘wake’ phase, disabling Sleep/Hibernation when on AC power might be enough to avoid it.

If it also were to happen when on battery, we’d need to rethink our options.

EDIT: just saw your latest post, I’ll need some time to chew on that, are there any fresh logs/reports?

Reply | Quote

I can’t be definitive about the cause, I’ve seen further clues that might be suggestive of a 3rd party driver or filter involvement in corrupting data held in memory, deeper digging would require at least a kernel memory dump to be set and saved at the next crash, should one occur of the same type (0x9F).

I think the power setting change and refreshing the camera driver is enough for the moment, it might be that *something* 3rd party becomes active during the session, perhaps via Task Scheduler, might be causing the memory corruption or a ‘logjam’ that leads to the crash. If that crash is only triggered during a ‘wake’ phase, disabling Sleep/Hibernation when on AC power might be enough to avoid it.

If it also were to happen when on battery, we’d need to rethink our options.

EDIT: just saw your latest post, I’ll need some time to chew on that, are there any fresh logs/reports?

Nothing in Reliability Monitor. Is there anywhere else I could look? I’m also installing the latest Cumulative Update at the moment and will see how that goes.

Nathan Parker

Reply | Quote

The Windows Update applied, but now my fans won’t stop spinning. I’m just continuing on with work since I’ve had enough downtime today with this machine where I don’t have time to baby it any longer.

Nathan Parker

Reply | Quote

I went ahead and re-enabled Hibernate. I can try it overnight and see what happens. Not sure if I should re-enable turning off my display after 15 minutes or just leaving that set to never at the moment.

Nathan Parker

Reply | Quote

Using Hibernate overnight worked without any issues. I also set my screen to fire a screensaver, and that’s working OK. Not as energy efficient as turning the screen off when I’m away for a bit, but at least it’s not a static image just sitting on my screen.

Nathan Parker

Reply | Quote

That’s about the best you can hope for, the ball’s (still) in MS’ court from what I see, keep up the pressure on them.

Reply | Quote

Sounds good. I have a chance to talk with L3 support at Microsoft over this, so I’m going to draft up a major piece of feedback to send over to them to pressure them into resolving this. Now that I know what’s technically going on, it’ll make pressuring Microsoft to resolve it at least one step closer.

Nathan Parker

Reply | Quote