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使用Office 2016 Pro打开文档时,经常出现蓝屏 RRS feed

  • 问题

  • 您好,我使用的是windows 10 x64 17134.165,Office 2016 X64 16.0.10228.20104

    1.我在打开doc、docx、xls、xlsx文档时(有些是经过Wps Office编辑的,有些只使用MS office编辑),经常遇到蓝屏的情况。蓝屏仅仅出现在打开文档的时候。如果文件正常打开了,在编辑文档时不会出现蓝屏。

    2.不仅仅是我这台电脑,我另一台电脑也会遇到同样的问题。(现在那台电脑已经不在我这里了,所以没办法提供更多数据)

    3.我将memory.dmp和minidump都上传了。可以在这里访问。链接: https://pan.baidu.com/s/1w7dvwktBTViSiT2kzxYmeQ 密码: 6ke4

    4.下方是WinDbg 分析DMP文件的日志

    Microsoft (R) Windows Debugger Version 10.0.17674.1000 AMD64
    Copyright (c) Microsoft Corporation. All rights reserved.
    
    
    Loading Dump File [C:\Windows\MEMORY.DMP]
    Kernel Bitmap Dump File: Kernel address space is available, User address space may not be available.
    
    
    ************* Path validation summary **************
    Response                         Time (ms)     Location
    Deferred                                       srv*
    Symbol search path is: srv*
    Executable search path is: 
    Windows 10 Kernel Version 17134 MP (8 procs) Free x64
    Product: WinNt, suite: TerminalServer SingleUserTS
    Built by: 17134.1.amd64fre.rs4_release.180410-1804
    Machine Name:
    Kernel base = 0xfffff801`41e8c000 PsLoadedModuleList = 0xfffff801`422461f0
    Debug session time: Thu Jul 12 10:27:42.525 2018 (UTC + 8:00)
    System Uptime: 0 days 15:55:04.734
    Loading Kernel Symbols
    ...............................................................
    ................................................................
    ................................................................
    .................
    Loading User Symbols
    
    Loading unloaded module list
    ................................
    *******************************************************************************
    *                                                                             *
    *                        Bugcheck Analysis                                    *
    *                                                                             *
    *******************************************************************************
    
    Use !analyze -v to get detailed debugging information.
    
    BugCheck 133, {0, 501, 500, fffff801422e6378}
    
    *** ERROR: Module load completed but symbols could not be loaded for QQSysMonX64_EV.sys
    *** ERROR: Module load completed but symbols could not be loaded for AliPaladin64.sys
    *** ERROR: Module load completed but symbols could not be loaded for esif_lf.sys
    *** ERROR: Module load completed but symbols could not be loaded for TsNetHlpX64_ev.sys
    *** ERROR: Module load completed but symbols could not be loaded for idmwfp.sys
    *** ERROR: Module load completed but symbols could not be loaded for iocbios2.sys
    *** ERROR: Module load completed but symbols could not be loaded for peauth.sys
    *** ERROR: Module load completed but symbols could not be loaded for TAOAccelerator64_ev.sys
    *** ERROR: Module load completed but symbols could not be loaded for TAOKernelEx64_ev.sys
    *** ERROR: Module load completed but symbols could not be loaded for TFsFltX64_ev.sys
    *** ERROR: Module load completed but symbols could not be loaded for QQPCHW-x64_ev.sys
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for clipsp.sys - 
    *** ERROR: Module load completed but symbols could not be loaded for IntcDAud.sys
    *** ERROR: Module load completed but symbols could not be loaded for iaStorA.sys
    *** ERROR: Module load completed but symbols could not be loaded for TeeDriverW8x64.sys
    *** ERROR: Module load completed but symbols could not be loaded for TSSysKit64_EV.sys
    *** ERROR: Module load completed but symbols could not be loaded for atkwmiacpi64.sys
    *** ERROR: Module load completed but symbols could not be loaded for softaal64_ev.sys
    *** ERROR: Module load completed but symbols could not be loaded for dump_iaStorA.sys
    *** ERROR: Module load completed but symbols could not be loaded for QMUdisk64_ev.sys
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for igdkmd64.sys - 
    *** ERROR: Module load completed but symbols could not be loaded for dptf_cpu.sys
    *** ERROR: Module load completed but symbols could not be loaded for ibtusb.sys
    *** ERROR: Module load completed but symbols could not be loaded for iaLPSS2_SPI.sys
    *** ERROR: Module load completed but symbols could not be loaded for ICCWDT.sys
    *** ERROR: Module load completed but symbols could not be loaded for dptf_acpi.sys
    *** ERROR: Module load completed but symbols could not be loaded for TenpayKeyboard.SYS
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for drmk.sys - 
    *** ERROR: Module load completed but symbols could not be loaded for AsRadioControl.sys
    *** ERROR: Module load completed but symbols could not be loaded for AsusPTPFilter.sys
    *** ERROR: Module load completed but symbols could not be loaded for AsusHFilter.sys
    *** ERROR: Module load completed but symbols could not be loaded for t_mouse.sys
    *** ERROR: Module load completed but symbols could not be loaded for AiCharger.sys
    *** ERROR: Module load completed but symbols could not be loaded for CHDRT64.sys
    *** ERROR: Module load completed but symbols could not be loaded for Netwtw06.sys
    *** ERROR: Module load completed but symbols could not be loaded for iaLPSS2_UART2.sys
    *************************************************************************
    ***                                                                   ***
    ***                                                                   ***
    ***    Your debugger is not using the correct symbols                 ***
    ***                                                                   ***
    ***    In order for this command to work properly, your symbol path   ***
    ***    must point to .pdb files that have full type information.      ***
    ***                                                                   ***
    ***    Certain .pdb files (such as the public OS symbols) do not      ***
    ***    contain the required information.  Contact the group that      ***
    ***    provided you with these symbols if you need this command to    ***
    ***    work.                                                          ***
    ***                                                                   ***
    ***    Type referenced: TickPeriods                                   ***
    ***                                                                   ***
    *************************************************************************
    Probably caused by : ntkrnlmp.exe ( nt!KeAccumulateTicks+146ec7 )
    
    Followup:     MachineOwner
    ---------
    
    nt!KeBugCheckEx:
    fffff801`42024430 48894c2408      mov     qword ptr [rsp+8],rcx ss:0018:ffffc380`3653fbd0=0000000000000133
    1: kd> !analyze -v
    *******************************************************************************
    *                                                                             *
    *                        Bugcheck Analysis                                    *
    *                                                                             *
    *******************************************************************************
    
    DPC_WATCHDOG_VIOLATION (133)
    The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL
    or above.
    Arguments:
    Arg1: 0000000000000000, A single DPC or ISR exceeded its time allotment. The offending
    	component can usually be identified with a stack trace.
    Arg2: 0000000000000501, The DPC time count (in ticks).
    Arg3: 0000000000000500, The DPC time allotment (in ticks).
    Arg4: fffff801422e6378, cast to nt!DPC_WATCHDOG_GLOBAL_TRIAGE_BLOCK, which contains
    	additional information regarding this single DPC timeout
    
    Debugging Details:
    ------------------
    
    *************************************************************************
    ***                                                                   ***
    ***                                                                   ***
    ***    Your debugger is not using the correct symbols                 ***
    ***                                                                   ***
    ***    In order for this command to work properly, your symbol path   ***
    ***    must point to .pdb files that have full type information.      ***
    ***                                                                   ***
    ***    Certain .pdb files (such as the public OS symbols) do not      ***
    ***    contain the required information.  Contact the group that      ***
    ***    provided you with these symbols if you need this command to    ***
    ***    work.                                                          ***
    ***                                                                   ***
    ***    Type referenced: TickPeriods                                   ***
    ***                                                                   ***
    *************************************************************************
    
    KEY_VALUES_STRING: 1
    
    
    STACKHASH_ANALYSIS: 1
    
    TIMELINE_ANALYSIS: 1
    
    
    DUMP_CLASS: 1
    
    DUMP_QUALIFIER: 401
    
    BUILD_VERSION_STRING:  17134.1.amd64fre.rs4_release.180410-1804
    
    SYSTEM_MANUFACTURER:  ASUSTeK COMPUTER INC.
    
    SYSTEM_PRODUCT_NAME:  X510UAR
    
    SYSTEM_VERSION:  1.0       
    
    BIOS_VENDOR:  American Megatrends Inc.
    
    BIOS_VERSION:  X510UAR.303
    
    BIOS_DATE:  12/12/2017
    
    BASEBOARD_MANUFACTURER:  ASUSTeK COMPUTER INC.
    
    BASEBOARD_PRODUCT:  X510UAR
    
    BASEBOARD_VERSION:  1.0       
    
    DUMP_TYPE:  1
    
    BUGCHECK_P1: 0
    
    BUGCHECK_P2: 501
    
    BUGCHECK_P3: 500
    
    BUGCHECK_P4: fffff801422e6378
    
    DPC_TIMEOUT_TYPE:  SINGLE_DPC_TIMEOUT_EXCEEDED
    
    CPU_COUNT: 8
    
    CPU_MHZ: 708
    
    CPU_VENDOR:  GenuineIntel
    
    CPU_FAMILY: 6
    
    CPU_MODEL: 8e
    
    CPU_STEPPING: a
    
    CPU_MICROCODE: 6,8e,a,0 (F,M,S,R)  SIG: 70'00000000 (cache) 70'00000000 (init)
    
    BLACKBOXBSD: 1 (!blackboxbsd)
    
    
    BLACKBOXPNP: 1 (!blackboxpnp)
    
    
    DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
    
    BUGCHECK_STR:  0x133
    
    PROCESS_NAME:  System
    
    CURRENT_IRQL:  d
    
    ANALYSIS_SESSION_HOST:  ASUS-PC
    
    ANALYSIS_SESSION_TIME:  07-12-2018 10:56:27.0991
    
    ANALYSIS_VERSION: 10.0.17674.1000 amd64fre
    
    LAST_CONTROL_TRANSFER:  from fffff801420728b7 to fffff80142024430
    
    STACK_TEXT:  
    ffffc380`3653fbc8 fffff801`420728b7 : 00000000`00000133 00000000`00000000 00000000`00000501 00000000`00000500 : nt!KeBugCheckEx
    ffffc380`3653fbd0 fffff801`41f290aa : 000005d8`623841a5 ffffc380`364e5180 00000000`00000282 00000000`00000000 : nt!KeAccumulateTicks+0x146ec7
    ffffc380`3653fc30 fffff801`41e0351b : 000005d8`6238362a 00000000`52137005 00000000`00000000 ffff888f`b6118200 : nt!KeClockInterruptNotify+0x9da
    ffffc380`3653ff40 fffff801`41f76de5 : ffff888f`b6118200 00000000`00000000 00000000`00000001 fffffa02`be22fa20 : hal!HalpTimerClockIpiRoutine+0x1b
    ffffc380`3653ff70 fffff801`42025cea : fffffa02`be22f660 ffff888f`b6118200 00000000`00000000 fffffa02`be22fa20 : nt!KiCallInterruptServiceRoutine+0xa5
    ffffc380`3653ffb0 fffff801`420261d7 : ffff888f`c16e10f0 fffff806`262013b4 00000000`00000000 fffff801`420261e4 : nt!KiInterruptSubDispatchNoLockNoEtw+0xea
    fffffa02`be22f5e0 fffff801`41edb722 : ffffffff`ffffffd2 fffff801`4231c4c3 00000000`00000010 00000000`00000282 : nt!KiInterruptDispatchNoLockNoEtw+0x37
    fffffa02`be22f770 fffff801`4231c4d5 : fffffa02`be22f700 00000000`00000004 00000000`00000001 00000000`00000000 : nt!KeYieldProcessorEx+0x12
    fffffa02`be22f7a0 fffff801`4231b65b : 00000000`19093a4f ffffc380`364e5180 ffff888f`c2f8fe60 00000000`00000004 : nt!IopLiveDumpProcessCorralStateChange+0x2d
    fffffa02`be22f7d0 fffff801`41f26017 : ffffc380`364e7f80 fffffa02`be22f910 00000000`0002625a 00000000`00000000 : nt!IopLiveDumpCorralDpc+0x5b
    fffffa02`be22f810 fffff801`41f2566b : ffffc380`364e5180 fffff801`00000000 00000000`00000002 00000000`00000004 : nt!KiExecuteAllDpcs+0x2e7
    fffffa02`be22f950 fffff801`42027b8a : ffffffff`00000000 ffffc380`364e5180 00000000`00000000 ffffc380`364f5200 : nt!KiRetireDpcList+0x1db
    fffffa02`be22fb60 00000000`00000000 : fffffa02`be230000 fffffa02`be229000 00000000`00000000 00000000`00000000 : nt!KiIdleLoop+0x5a
    
    
    THREAD_SHA1_HASH_MOD_FUNC:  ef8fc3e4491a4a29d5c2ee424880f97b2e45514c
    
    THREAD_SHA1_HASH_MOD_FUNC_OFFSET:  6df510e0eff0be205826fb83cb6ccadf790befc3
    
    THREAD_SHA1_HASH_MOD:  d5e908d356bf8d04aac79332806776dc287dfa54
    
    FOLLOWUP_IP: 
    nt!KeAccumulateTicks+146ec7
    fffff801`420728b7 cc              int     3
    
    FAULT_INSTR_CODE:  f68445cc
    
    SYMBOL_STACK_INDEX:  1
    
    SYMBOL_NAME:  nt!KeAccumulateTicks+146ec7
    
    FOLLOWUP_NAME:  MachineOwner
    
    MODULE_NAME: nt
    
    IMAGE_NAME:  ntkrnlmp.exe
    
    DEBUG_FLR_IMAGE_TIMESTAMP:  5b3f12f4
    
    STACK_COMMAND:  .thread ; .cxr ; kb
    
    BUCKET_ID_FUNC_OFFSET:  146ec7
    
    FAILURE_BUCKET_ID:  0x133_DPC_nt!KeAccumulateTicks
    
    BUCKET_ID:  0x133_DPC_nt!KeAccumulateTicks
    
    PRIMARY_PROBLEM_CLASS:  0x133_DPC_nt!KeAccumulateTicks
    
    TARGET_TIME:  2018-07-12T02:27:42.000Z
    
    OSBUILD:  17134
    
    OSSERVICEPACK:  0
    
    SERVICEPACK_NUMBER: 0
    
    OS_REVISION: 0
    
    SUITE_MASK:  272
    
    PRODUCT_TYPE:  1
    
    OSPLATFORM_TYPE:  x64
    
    OSNAME:  Windows 10
    
    OSEDITION:  Windows 10 WinNt TerminalServer SingleUserTS
    
    OS_LOCALE:  
    
    USER_LCID:  0
    
    OSBUILD_TIMESTAMP:  2018-07-06 14:57:56
    
    BUILDDATESTAMP_STR:  180410-1804
    
    BUILDLAB_STR:  rs4_release
    
    BUILDOSVER_STR:  10.0.17134.1.amd64fre.rs4_release.180410-1804
    
    ANALYSIS_SESSION_ELAPSED_TIME:  c66
    
    ANALYSIS_SOURCE:  KM
    
    FAILURE_ID_HASH_STRING:  km:0x133_dpc_nt!keaccumulateticks
    
    FAILURE_ID_HASH:  {88dc98ce-f842-4daa-98d0-858621db6b0f}
    
    Followup:     MachineOwner
    ---------
    
    1: kd> lmvm nt
    Browse full module list
    start             end                 module name
    fffff801`41e8c000 fffff801`427ed000   nt         (pdb symbols)          C:\ProgramData\Dbg\sym\ntkrnlmp.pdb\311A83B581114CD0BEB21F065438BFAA1\ntkrnlmp.pdb
        Loaded symbol image file: ntkrnlmp.exe
        Image path: ntkrnlmp.exe
        Image name: ntkrnlmp.exe
        Browse all global symbols  functions  data
        Timestamp:        Thu Jul  5 23:57:56 2018 (5B3F12F4)
        CheckSum:         008C6682
        ImageSize:        00961000
        Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
        Information from resource tables:
    


    • 已编辑 rzx311 2018年7月12日 3:21
    2018年7月12日 3:20

全部回复

  • 你好,

    从描述中获知,蓝屏问题发生在Office文件打开的瞬间,文件打开后就会恢复。我希望进一步确认问题是否发生在这些指定文件上面。请尝试下面的步骤初步排查问题:

    1. 确认是否只有打开Office文件时,才会出现蓝屏问题。打开其他非Office文件是否有问题。
    2. 新建一个Word文档,保存在桌面,尝试重新打开这个文档,查看是否可以重现蓝屏问题。
    3. Word中,点击 文件 》 选项 》 高级设置,在显示设置下面,勾选“禁用硬件图形加速”选项,保存设置。重新打开文档试试看。
    4. 打开Word安全模式: 在Windows上打开 运行 窗口,键入 winword /safe, 回车键启动Word安全模式。
    5. 点击 文件 》 打开,选择这些文档,在安全模式下打开,查看是否存在蓝屏问题。
    6. 更新电脑显卡驱动。

    从你目前贴出来的日志,可以看到问题涉及到Windows中的组件ntkrnlmp.exe。我建议你也可以尝试Windows干净启动来排查问题:https://support.microsoft.com/zh-cn/help/929135/how-to-perform-a-clean-boot-in-windows

    如果干净启动模式还是不可以的话,我建议你也可以将这些日志文件贴到Windows论坛,与Windows工程师确认蓝屏问题是否与Windows的组件有关。


    Best Regards,
    Winnie Liang


    如果以上回复对您有所帮助,建议您将其“标记为答复”.   如果您对我们的论坛支持有任何的建议,可以通过此邮箱联系我们:tnsf@microsoft.com.

    点击了解更多,或者访问我们的专用论坛,与我们的技术专家一起分享探索 Microsoft Teams.


    2018年7月12日 9:30
  • 反馈:

    1. 已经在设备管理器里手动执行自动检查显卡更新操作,显卡驱动更新了。
    2. 确认只有打开Office文件时,才会出现蓝屏问题。
    3. 新建一个Word文档,保存在桌面,尝试重新打开这个文档,偶尔会蓝屏。
    4. 勾选“禁用硬件图形加速”选项之后,word未出现蓝屏,excel出现过。
    5. 尚未尝试使用安全模式。因为在正常情况下,蓝屏出现的概率也不是很高。(大概几天出现一次)。后续我会启动安全模式尝试。
    2018年7月17日 6:00
  • 反馈:

    1. 已经在设备管理器里手动执行自动检查显卡更新操作,显卡驱动更新了。
    2. 确认只有打开Office文件时,才会出现蓝屏问题。
    3. 新建一个Word文档,保存在桌面,尝试重新打开这个文档,偶尔会蓝屏。
    4. 勾选“禁用硬件图形加速”选项之后,word未出现蓝屏,excel出现过。
    5. 尚未尝试使用安全模式。因为在正常情况下,蓝屏出现的概率也不是很高。(大概几天出现一次)。后续我会启动安全模式尝试。

    感谢及时反馈。一般对于这种随机出现的问题,可能很难会排查出问题的根本原因。你有时间再尝试一下安全模式。必要的话,也可以考虑使用Windows干净启动来排查是否是软件冲突造成的蓝屏问题。

    Best Regards,
    Winnie Liang


    如果以上回复对您有所帮助,建议您将其“标记为答复”.    如果您对我们的论坛支持有任何的建议,可以通过此邮箱联系我们:tnsf@microsoft.com.

    点击了解更多,或者访问我们的专用论坛,与我们的技术专家一起分享探索 Microsoft Teams.

    2018年7月17日 6:18