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Brand new Laptop - BSOD after Windows update (SYSTEM SERVICE EXCEPTION) RRS feed

  • Question

  • I just got this new laptop, complete with Windows 8. Everything was fine until I realized after updating one night, the next time I used it, I got the BSOD, telling me "Your PC ran into a problem and needs to restart", then it shows a "system service exception". It wouldn't stop crashing, so I restored my computer to the original state (and started everything from scratch). A few days after that, I shut down & noticed that the computer was updating again, and sure enough, when I turned it back on, I got the BSOD again, and again. I didn't think the UPDATE could be the culprit, but it just cannot be anything else! This is crazy! I purchase a new laptop, complete with Windows 8, then as soon as I go online with it, it starts updating which just happens to screw up my new computer? Do I just refresh my computer again, clearing everything once more, and turn off the updates forever? Or is there something else I could do?

    Here are the details of the error report:

    SYSTEM_SERVICE_EXCEPTION

    C:\Windows\Minidump\010513-27768-01.dmp

    C:\Users\Name\AppData\Local\Temp\WER-71323-0.sysdata.xml

    C:\Windows\MEMORY.DMP

    Any and all help would be greatly appreciated.

    Sunday, February 17, 2013 4:38 AM

Answers

  • There is a now a microcode update for Windows 8 computers that use AMD processors:

    http://support.microsoft.com/kb/2818604

    So make sure that update, if applicable to your system, is installed.

    That update may allow KB2778344 to be installed without issue.


    • Edited by auggyMVP Thursday, February 28, 2013 2:14 PM
    • Marked as answer by Nicholas Li Monday, March 11, 2013 10:52 AM
    Thursday, February 28, 2013 2:11 PM
  • Also, there is a recent Windows update that has been causing System_Service_Exception errors on certain systems particularly if you have an AMD/ATI graphics adapter.

    Try updating the graphics adapter to the most recent version available.

    The problematic update appears to be 2778344 that updates the win32k.sys to version 6.2.9200.16503, 

    If problem persists try uninstalling KB2778344.

    To uninstall KB2778344 right-click the lower left corner of the Desktop > Program and Features > View installed updates > locate "Security Update for Windows (KB2778344)' and uninstall it.

    Then, for the time being, "hide" 2778344. You have to be set up to "choose" to install updates to be able to "hide" them.

    • Marked as answer by Nicholas Li Monday, March 11, 2013 10:56 AM
    Thursday, February 21, 2013 1:29 PM

All replies

  • On 2/16/2013 11:38 PM, Jes Won wrote:

    I just got this new laptop, complete with Windows 8. Everything was fine until I realized after updating one night, the next time I used it, I got the BSOD, telling me "Your PC ran into a problem and needs to restart", then it shows a "system service exception". It wouldn't stop crashing, so I restored my computer to the original state (and started everything from scratch). A few days after that, I shut down & noticed that the computer was updating again, and sure enough, when I turned it back on, I got the BSOD again, and again. I didn't think the UPDATE could be the culprit, but it just cannot be anything else! This is crazy! I purchase a new laptop, complete with Windows 8, then as soon as I go online with it, it starts updating which just happens to screw up my new computer? Do I just refresh my computer again, clearing everything once more, and turn off the updates forever? Or is there something else I could do?



    Here are the details of the error report:



    SYSTEM_SERVICE_EXCEPTION

    C:\Windows\Minidump\010513-27768-01.dmp

    C:\Users\Name\AppData\Local\Temp\WER-71323-0.sysdata.xml

    C:\Windows\MEMORY.DMP



    Any and all help would be greatly appreciated.

    You should disconnect the computer from the Internet. Set Updates to notify only,  and not let it do any updating automatically, which allows you to pick and choose what gets updated. Your computer is under software and hardware warranty. You should be able to call the computer's manufacture that installed the O/S for help. You may want to call MS, since this is a new computer and explain your situation. MS should help you for free, since this is a new computer.

    Sunday, February 17, 2013 4:51 AM

  • C:\Windows\Minidump\010513-27768-01.dmp

    C:\Users\Name\AppData\Local\Temp\WER-71323-0.sysdata.xml


    copy those 2 files to an USB drive, upload them (skydrive, dropbox) from a 2nd PC and paste a link here.

    "A programmer is just a tool which converts caffeine into code"

    Sunday, February 17, 2013 6:48 AM
    Answerer
  • Rather than dealing with the continuous crashes, and I don't have a 2nd pc, I just went ahead and refreshed my computer once again, started from scratch, and turned off the automatic updates. I don't have the crashes anymore... But, now the problem is, which specific update is the one that's causing the crash? Do I take chances by installing them one at a time (I dont want to have to start from scratch again). Or is it ok to just never update?

    Andre, is there anything I can do now? Or do I actually have to have the crash again...  I just want to prevent this from happening, because I know it will as soon as I let my computer start to install updates.

    Monday, February 18, 2013 12:33 AM
  • On 2/17/2013 7:33 PM, Jes Won wrote:

    Rather than dealing with the continuous crashes, and I don't have a 2nd pc, I just went ahead and refreshed my computer once again, started from scratch, and turned off the automatic updates. I don't have the crashes anymore... But, now the problem is, which specific update is the one that's causing the crash? Do I take chances by installing them one at a time (I dont want to have to start from scratch again). Or is it ok to just never update?

    Just never update is like saying you are never going to change the oil in your car or never wash your clothes, come on man. :)


    Andre, is there anything I can do now? Or do I actually have to have the crash again...  I just want to prevent this from happening, because I know it will as soon as I let my computer start to install updates.

    Commonsense, suggest that you get on the phone and talk to someone, either MS tech support for Windows 8 or the computer manufacture that installed that O/S. The O/S, all software installed, BSDO and the hardware are all under warranty. No offense to the poster you are posting to, but you should hold someone accountable for this and make them fix the problem. It's that simple.

    Monday, February 18, 2013 2:07 AM
  • Ok so I called and spoke to someone at Toshiba, and they were trying to tell me that this is something they "never really heard of", and claimed it was a software issue. After telling them that I tried refreshing my pc, they urged me to re-install windows and everything back to their factory settings, which I did, but a couple days later I got the BSOD once again. This one did not start out as a BSOD though, it first was Firefox crashing ("firefox had a problem and crashed. We'll try to restore your tabs and windows when it restarts"). So I tried with Chrome and IE, and so far, no crashes with either of them. I'm going to continue to use them and see what happens. Here is a link to the latest dmp file:

    https://skydrive.live.com/redir?resid=1D1AB4473DA12DBC!168&authkey=!AMeS-MJ2f61G0AM

    Thursday, February 21, 2013 3:42 AM
  • you've uploaded shortcuts. We need the real files.

    "A programmer is just a tool which converts caffeine into code"

    Thursday, February 21, 2013 5:52 AM
    Answerer
  • Also, there is a recent Windows update that has been causing System_Service_Exception errors on certain systems particularly if you have an AMD/ATI graphics adapter.

    Try updating the graphics adapter to the most recent version available.

    The problematic update appears to be 2778344 that updates the win32k.sys to version 6.2.9200.16503, 

    If problem persists try uninstalling KB2778344.

    To uninstall KB2778344 right-click the lower left corner of the Desktop > Program and Features > View installed updates > locate "Security Update for Windows (KB2778344)' and uninstall it.

    Then, for the time being, "hide" 2778344. You have to be set up to "choose" to install updates to be able to "hide" them.

    • Marked as answer by Nicholas Li Monday, March 11, 2013 10:56 AM
    Thursday, February 21, 2013 1:29 PM
  • I'm sorry, does this work? 

    https://skydrive.live.com/redir?resid=1D1AB4473DA12DBC!169&authkey=!AEIvapV9kjQH44g


    Friday, February 22, 2013 12:06 AM
  • and is this where I want to update my drivers?

    http://www.csd.toshiba.com/cgi-bin/tais/support/jsp/modelContent.jsp?ct=DL&os=&category=&moid=3478326&rpn=PSCBQU&modelFilter=C855D-S5320&selCategory=2756709&selFamily=1073768663

    They have a list there but not really sure what to download. My laptop is a Toshiba Satellite C855D-S5320.


    • Edited by Jes Won Friday, February 22, 2013 12:15 AM
    Friday, February 22, 2013 12:12 AM
  • I'm sorry, does this work? 

    https://skydrive.live.com/redir?resid=1D1AB4473DA12DBC!169&authkey=!AEIvapV9kjQH44g



    the link doesn't work. Change the sharing permissions, so that we can see the files.

    "A programmer is just a tool which converts caffeine into code"

    Friday, February 22, 2013 6:00 AM
    Answerer
  • Get the driver from AMDs website:

    http://support.amd.com/us/gpudownload/Pages/index.aspx


    "A programmer is just a tool which converts caffeine into code"

    Friday, February 22, 2013 6:02 AM
    Answerer



  • the link doesn't work. Change the sharing permissions, so that we can see the files.


    Not sure on how to do that. Windows 8 seems to provide more strict access to this kind of stuff, and I don't know how to work around it. I have tried right clicking on it, then properties, then the security tab, & it says "You must have Read permissions to view the properties of this object. Click Advanced to continue." - So I click advanced, & then it says "Click continue to attempt the operation with administrative privileges." - which I do, but then it takes me to "permissions/auditing/effective access but I'm a little confused now.  Under "Owner" it says "Administrators (MyName\Administrators)" - Do I have to change that? If so, to whom? Do I have to "edit" the administrator? Do I have to "enable inheritance"? I'm lost at this point... 
    Friday, February 22, 2013 5:15 PM
  • you should change the sharing permissions on the Skydrive website. I'm unable to see the data in your link.

    "A programmer is just a tool which converts caffeine into code"

    Friday, February 22, 2013 9:46 PM
    Answerer
  • Ok, I think I got it now.. Sorry, I had to change the permissions in Windows 8. I got a couple more blue screens/restarts, here they are, hopefully you will be able to view these ones!

    https://skydrive.live.com/redir?resid=1D1AB4473DA12DBC!170&authkey=!AI4r5MBHVtwGRMw

    https://skydrive.live.com/redir?resid=1D1AB4473DA12DBC!171&authkey=!AGzBxXBZ4t6jb-c

    It's always while using Firefox... I even get Firefox to crash ("firefox had a problem and crashed. We'll try to restore your tabs and windows when it restarts"). I don't see any codes or references for the Firefox crashes, & they happen often. But when I use Chrome or IE, I get no crashes.. At ALL. I tried to install a previous version of Firefox (18.0.2) because I read somewhere that could work until they patch up/tweak things properly to coexist with Windows 8, but no luck there.

    • Edited by Jes Won Monday, February 25, 2013 10:01 PM
    Monday, February 25, 2013 9:58 PM
  • You also have the Win32k.sys GDI issue:

    *******************************************************************************
    *                                                                             *
    *                        Bugcheck Analysis                                    *
    *                                                                             *
    *******************************************************************************
    
    SYSTEM_SERVICE_EXCEPTION (3b)
    An exception happened while executing a system service routine.
    Arguments:
    Arg1: 00000000c0000005, Exception code that caused the bugcheck
    Arg2: 000000008b5f2000, Address of the instruction which caused the bugcheck
    Arg3: fffff8801bc6cfc0, Address of the context record for the exception that caused the bugcheck
    Arg4: 0000000000000000, zero.
    
    Debugging Details:
    ------------------
    
    
    EXCEPTION_CODE: (NTSTATUS) 0xc0000005 - Die Anweisung in 0x%08lx verweist auf Speicher 0x%08lx. Der Vorgang %s konnte nicht im Speicher durchgef hrt werden.
    
    FAULTING_IP: 
    +0
    00000000`8b5f2000 ??              ???
    
    CONTEXT:  fffff8801bc6cfc0 -- (.cxr 0xfffff8801bc6cfc0)
    rax=0000000000000000 rbx=fffff901000bc010 rcx=ffffffffffffffff
    rdx=fffff8801bc6da00 rsi=fffff9010430acb0 rdi=fffff9010430acb0
    rip=000000008b5f2000 rsp=fffff8801bc6d9c8 rbp=fffff8801bc6dad0
     r8=fffff8801bc6da70  r9=0000000000008000 r10=fffff88000997b20
    r11=fffffa800799a6d0 r12=0000000000000000 r13=0000000000008000
    r14=0000000000000000 r15=fffff9010423fb60
    iopl=0         nv up ei pl zr na po nc
    cs=0010  ss=0018  ds=002b  es=002b  fs=0053  gs=002b             efl=00010246
    00000000`8b5f2000 ??              ???
    Resetting default scope
    
    CUSTOMER_CRASH_COUNT:  1
    
    DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
    
    BUGCHECK_STR:  0x3B
    
    PROCESS_NAME:  firefox.exe
    
    CURRENT_IRQL:  0
    
    LAST_CONTROL_TRANSFER:  from fffff960001e7466 to 000000008b5f2000
    
    STACK_TEXT:  
    nt!KeBugCheckEx
    nt!KiBugCheckDispatch
    nt!KiSystemServiceHandler
    nt!RtlpExecuteHandlerForException
    nt!RtlDispatchException
    nt!KiDispatchException
    nt!KiExceptionDispatch
    nt!KiPageFault
    0x0
    win32k!SURFACE::bDeleteSurface
    win32k!NtGdiDeleteObjectApp
    nt!KiSystemServiceCopyEnd
    0x0
    
    
    
    FAILURE_BUCKET_ID:  0x3B_win32k!SURFACE::bDeleteSurface
    
    BUCKET_ID:  0x3B_win32k!SURFACE::bDeleteSurface
    
    
    
        Image path: \SystemRoot\System32\win32k.sys
        Image name: win32k.sys
        Timestamp:        Thu Jan 17 05:03:25 2013 (50F7780D)
        CheckSum:         003E6BF6
        ImageSize:        003F4000
        File version:     6.2.9200.16503
        Product version:  6.2.9200.16503
        File flags:       0 (Mask 3F)
        File OS:          40004 NT Win32
        File type:        3.7 Driver
        File date:        00000000.00000000
        Translations:     0409.04b0
        CompanyName:      Microsoft Corporation
        ProductName:      Microsoft® Windows® Operating System
        InternalName:     win32k.sys
        OriginalFilename: win32k.sys
        ProductVersion:   6.2.9200.16503
        FileVersion:      6.2.9200.16503 (win8_gdr.130116-1504)
        FileDescription:  Multi-User Win32 Driver
        LegalCopyright:   © Microsoft Corporation. All rights reserved.
    

    Try the AMD 13.2 Beta driver and if this doesn't fix it, uninstall the Update KB2778344 as suggested by auggy.


    "A programmer is just a tool which converts caffeine into code"

    Tuesday, February 26, 2013 3:31 PM
    Answerer
  • You said "You ALSO have the Win32k.sys GDI issue..." - Was there more to this that I missed?

    Ok, thanks for helping out, by the way.... I tried the AMD Beta 13.2 but it didn't help - got another crash. Now the crashes happen on Chrome, IE, AND Firefox. I thought it was only with Firefox at first, but nope. Anyway, I'm going to try auggy's suggestion now.. We will see.

    Here are the details of the latest crash: https://skydrive.live.com/redir?resid=1D1AB4473DA12DBC!180&authkey=!ABqhFhL49cm-cYU

    C:\Windows\Minidump\022613-48812-01.dmp

    C:\Users\myname\AppData\Local\Temp\WER-58515-0.sysdata.xml

    C:\Windows\MEMORY.DMP

    Wednesday, February 27, 2013 2:44 AM
  • You said "You ALSO have the Win32k.sys GDI issue..." - Was there more to this that I missed?

    several others users seam to have the same GDI issue. That's why I wrote "also".


    Try to remove the update.


    "A programmer is just a tool which converts caffeine into code"

    Wednesday, February 27, 2013 6:01 AM
    Answerer
  • There is a now a microcode update for Windows 8 computers that use AMD processors:

    http://support.microsoft.com/kb/2818604

    So make sure that update, if applicable to your system, is installed.

    That update may allow KB2778344 to be installed without issue.


    • Edited by auggyMVP Thursday, February 28, 2013 2:14 PM
    • Marked as answer by Nicholas Li Monday, March 11, 2013 10:52 AM
    Thursday, February 28, 2013 2:11 PM
  • I downloaded that update.. my laptop has the correct processor. It continues to shutdown. This morning alone it shutdown 4 times in a row. I'm afraid it's going to get to the point where I won't be able to keep it on! I got this laptop 3 months ago, this SHOULDN'T BE HAPPENING. It's extremely frustrating because I have no idea what to do! It's not like we can return laptops! And even if I could, I can't buy a new one with Windows 7. I'd have to switch over to MAC to avoid Windows 8. Or just buy a computer that doesn't have the processor that up until this date, I've NEVER had a problem with before! COME ON!

    Tuesday, March 5, 2013 10:57 AM
  • I can't find my flash drive to save my life.. I'm trying to explore other options for copying the files. In the meantime, I noticed that whenever my laptop goes crazy and shuts down more than one time in a row, I always have to reactivate Norton when I'm finally able to keep it on. For some reason, it shuts it off. Not sure if there's a correlation there, but I thought I'd throw that out there. 
    Tuesday, March 5, 2013 11:19 AM
  • Are you able to zip and upload the file C:\Windows\MEMORY.DMP?

    "A programmer is just a tool which converts caffeine into code"

    Tuesday, March 5, 2013 6:59 PM
    Answerer
  • I can't find a MEMORY folder under C:\Windows.. I have a "Minidump" folder that has .dmp files in it? 
    Tuesday, March 5, 2013 7:59 PM
  • I need the large file called Memory.dmp

    Make sure your Windows is configured to generate at least kernel dumps


    "A programmer is just a tool which converts caffeine into code"

    Wednesday, March 6, 2013 6:08 AM
    Answerer
  • I just uninstalled KB2778344 and shut off automatic updates. I'll manually go through any future updates to make sure that doesn't download again. Thanks anyways. 
    Wednesday, March 6, 2013 6:25 PM
  • Ok, I got a reply from MSFT. Install the Microcode Update that auggy already linked and install it. This should fix the crash even if you have the update installed . Can you please try this?

    "A programmer is just a tool which converts caffeine into code"

    Wednesday, March 6, 2013 9:05 PM
    Answerer
  • Ok, I got a reply from MSFT. Install the Microcode Update that auggy already linked and install it. This should fix the crash even if you have the update installed . Can you please try this?

    "A programmer is just a tool which converts caffeine into code"

    I already did that the day the microcode came out. Needless to say, it didn't work. Hence why I went and uninstalled the update altogether. 
    Monday, March 11, 2013 8:08 PM
  • ok, please upload the new Memory.dmp so that I can send the new dump to Microsoft.

    "A programmer is just a tool which converts caffeine into code"

    Monday, March 11, 2013 8:13 PM
    Answerer