Surface Pro 3 + Windows 10 = broken

[Sander de Koning]

Hello,
after installing windows 10 on my Surface Pro 3 my Asus MB168+ stopped working (screen is black, the hardware is recognized by Windows). I'm using a usb-y cable for additional power.

Attachted is my diagnostic info.

Do you have any fixes or workarounds available?

thanks,
Sander

[JamesH]

Hi,

Thanks for the logs. I've raised this internally for further investigation.

Thanks,
James

[JamesH]

Hi,

Could you check if you have this Windows Update installed?
https://support.microsoft.com/en-us/kb/3081424

I've heard that this has fixed similar issues to yours.

Thanks,
James

[Sander de Koning]

Hi James,
thanks for the quick reply!

I'm up to date with all windows updates (including insider updates), including the 3081424 update.

Yesterday I've installed the latest Intel display drivers from the Intel site (the Surface update service is always a few versions behind), it did not fix the issue.

I can run the analysis again if you want.

thanks,
Sander

[wrampazo]

Hello,

I have this acp70, surface pro 3, all software and firmware updates for surface, and acp70 ... my dockstation used to be perfect using with two monitors, headset, mouse, keyboard, etc ... when I had windows 8.1;

after update to windows 10... my headset is not working anymore.

in additional, my keyboard and mouse just stop to work after 5 or 6 hours of use... if I go do surface keyboard I can use normally. After a few minutes waiting, they back to work fine through dockstation.

can you guys fix it urgently? I really need it to work all day long.

[mausland]

Surface Pro 3 here

I've been running Windows 10 during the preview with minimal issue. Did a clean install to Windows 10 Enterprise and now I can't use my displaylink USB monitor.

I followed the process of removing the software from the control panel, using the cleaner, then reinstalling the latest on the web.

When I plug in I end up getting a blue screen with VIDEO_SCHEDULER_INTERNAL_ERROR or VIDEO_TDR_FAILURE(igdkmd64.sys)

Any thoughts?

Some additional info: I started playing around with only having the Surface and the USB monitor connected - i.e. not in the dock. It works. It works if the Surface is in the dock without the display port monitor connected. If I boot the surface in the dock with the USB and the Display port monitor connected I get the blue screens. If I plug in either the USB or the display port after boot, it works.

[mausland]

In case anyone from DisplayLink is listening...

I installed DisplayLink_7.9M2 and still have the issue. A new error that I get is now PAGE_FAULT_IN_NONPAGED_AREA(dlkmd.sys)

[JamesH]

@mausland

Sorry for the delay in replying and thanks for the detailed info.

With the 7.9 M2 release are the steps to get the BSOD the same (boot with both monitors connected)?

Conversely are the steps to not get the BSOD the same (remove dock, remove DP connected monitor, plug in either monitor after boot)?

Could you also attach the output of this tool as soon as you hit the BSOD again?
http://support.displaylink.com/knowledgebase/articles/533818-how-can-i-report-issues-to-displaylink

Thanks,
James

[mausland]

File attached...

Here are the steps:

1. Boot in the dock with both USB monitor and display port connected. Blank screen with pointer, flashes 4 or 5 times with pointer circle, blue screen - VIDEO_TDR_FAILURE.

2. Boot out of dock, then dock - no issue. Both monitors start and connect

3. Boot in dock with display port not connected and USB connected - Boots, after login USB monitor starts. Plug in display port and everything works.

4. Boot in dock with display port connected and USB disconnected. Login screen on display port monitor, boots OK. Plug in USB and both monitors work OK

[JamesH]

Thanks, I'm progressing this one now.

Is the dlkmd.sys BSOD random or does it happen after a certain event?

Thanks,
James

[mausland]

I've only seen the PAGE_FAULT_IN_NONPAGED_AREA(dlkmd.sys) once.

I can repeat the BSOD with no issue but it is either: VIDEO_SCHEDULER_INTERNAL_ERROR or VIDEO_TDR_FAILURE(igdkmd64.sys)

I noticed the support tool has logging functions. Is that something we can try?

[JamesH]

Thanks for clarifying - I will be sure to get back to you if we need extra logging thanks

I'll see if I can repro this tomorrow.

Thanks,
James

[JamesH]

@mausland

Hi,

No luck reproducing so far.

I have a Surface Pro 3 with identical BIOS, OS, graphics driver plus the Surface Pro 3 dock but no BSOD.

Have tried a variety of monitors, docks and adapters but no go so far.

Will see if installing the Enterprise version of Windows 10 makes any difference (I have the Pro version installed).

Just a thought, do you have all the latest Windows Updates installed?

Thanks,
James

[mausland]

Yes, I have the latest updates.

Not sure what to do next. Do you have the dmp files? Do they tell you anything?

Also, I tried uninstalling the Intel driver from device manager and re-downloaded through WU. Same issue.

[JamesH]

Hi,

I've raised this internally for further investigation.

To help me try and reproduce it can you let me know:
- What was your display layout? Both external monitors extending?
- Which ports are the DP and USB monitors connected to? Those on the dock or those on the Surface Pro 3 itself?

I will also try on a slower Core i3 SP3 to see if it is timing related. I note you have the i5 variant (the one I'm using is i7).

Thanks,
James

[mausland]

Display configuration:

Surface in the dock
Display 1 (surface monitor) disconnected
Display 2 – display port – primary monitor – connected to dock display port – VGA to display port adapter
Display 3 – USB port – connected to USB 3 port on back of dock (have tried both USB 2 and 3 ports) – DVI into Displaylink
Desktop extended across display 2 and 3

[JamesH]

@mausland

Hi,

I think what you seeing is the same as has been posted on this Microsoft forum:
http://answers.microsoft.com/en-us/windows/forum/games_windows_10/windows-10-videotdrfailure-igdkmd64sys/8cf4c897-0d6c-40ac-9a8b-015507ed0c94

It looks to be an issue with the operating system; I would encourage you add you findings to this thread.

Thanks,
James