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08-07-2017, 12:37 PM | #1 |
Junior Member
Join Date: Aug 2017
Posts: 10
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Sabrent displaylink
I've been using the DS-RICA since April with no issues, I've been on the creators update of win 10 for over a month now, no issues. But this morning when I came in and plugged into the dock, it gave me the Blue screen frowny face with the error "system_service_exception" and "dxgkrnl.sys" please help! I already have the most up to date driver...8.2 M3
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08-07-2017, 01:29 PM | #2 |
Senior Member
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
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Hello,
It is technically impossible for the DisplayLink driver 8.0+ to create a BSoD (blue screen of death) on the Windows 10 Anniversary Update and newer, unless the wrong driver is hacked into place by using an MSI install, as the new driver has no kernel mode driver and doesn't directly with interact with kernel mode driver either. DXGKRNL.SYS is DirectX Kernel driver. It's expected that a kernel mode driver creates BSoD when having a failure, as this is what the BSoD is about. It's too low level to be able to display a nice message on the screen. I would recommend you find new graphics drivers for your primary graphics card. DirectX is unlikely to be the source of the issue. What's likely to be the problem is using graphics drivers from pre-Windows 10 Creators Update on that OS and that driver not matching the OS requirements. If you use the third link in my signature to use our tool, and paste the content of the System_Details.txt file which will be created in a folder on your computer desktop, I can look into what is the latest graphics driver for your machine. Kind regards, Alban
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Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution |
08-08-2017, 12:43 AM | #3 |
Junior Member
Join Date: Aug 2017
Posts: 10
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Thanks in advance for whatever help you can provide, see text file contents below....
Support Tool Version: 1.0.0.27 --------- Computer Info --------- Computer Name: SBC Logged on as: SBCJOLLEY\llamonda Computer: TOSHIBA - Satellite S75-B 1G014227U OS: Microsoft Windows 10 Pro (x64-based PC), No Service Pack, English OS Build: 10.0.15063.0 (Debug = False) OS Build Label: 15063.rs2_release.170317-1834 System Bios: Version 5.20 built 2015/10/07 CPU: Intel(R) Core(TM) i7-4720HQ CPU @ 2.60GHz Number of Cores: 8 Physical Memory: Bank 0 8Gb DIMM0 Synchronous 1600ns M471B1G73QH0-YK0 Bank 2 8Gb DIMM2 Synchronous 1600ns M471B1G73QH0-YK0 Free Space: 680691 MB Primary Resolution: 1920x1080x32 Desktop Size: 1920x1080 Number of Monitors Connected: 1 Graphics: LogMeIn Mirror Driver (LogMeIn, Inc.) Graphics Driver: 7.1.542.0 Dated 2009/05/22 Graphics: Intel(R) HD Graphics 4600 (Intel Corporation) Graphics Driver: 20.19.15.4549 Dated 2016/11/10 WEI Base Score is 5.8, CPU 7.5, RAM 7.8, GPU 5.8, Gaming 9.9, Disk 5.9 Desktop Mode: Aero Password required after wakeup: Unknown Running on battery. Percentage = 66 Power Profile: @%ProgramFiles%\Toshiba\TECO\TecoMUI.dll,-165 - @%ProgramFiles%\Toshiba\TECO\TecoMUI.dll,-166 DL Versions incorrect: File Location: C:\WINDOWS\System32\dlumd10.dll Version: 8.2.2139.0 File Location: C:\WINDOWS\System32\dlumd11.dll Version: 8.2.2139.0 File Location: C:\WINDOWS\System32\dlumd64.dll Version: 8.2.2139.0 File Location: C:\WINDOWS\System32\dlumd9.dll Version: 8.2.2139.0 File Location: C:\WINDOWS\System32\drivers\dlkmd.sys Version: 8.2.2139.0 File Location: C:\WINDOWS\System32\drivers\dlkmdldr.sys Version: 8.2.2139.0 File Location: C:\WINDOWS\SysWOW64\dlumd10.dll Version: 8.2.2139.0 File Location: C:\WINDOWS\SysWOW64\dlumd11.dll Version: 8.2.2139.0 File Location: C:\WINDOWS\SysWOW64\dlumd32.dll Version: 8.2.2139.0 File Location: C:\WINDOWS\SysWOW64\dlumd9.dll Version: 8.2.2139.0 Monitors Connected: Manufacturer: CMN ProductCode: 1737 Serial: 0 Built: 39/2014 Installed Packages: DisplayLink Core Software (8.2.2152.0) on 2017/08/07 Status is Installed Third party layout applications running: No third party layout utilities are found USB3.0 Host Controller Drivers Installed: Name: Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft) Driver Provider: Microsoft Driver Version: 10.0.15063.296 Driver Date: 2017/04/27 Device ID: PCI\VEN_8086&DEV_8C31&SUBSYS_FF1E1179&REV_05\3&115 83659&0&A0 Installed Video Codecs: Connected USB Devices: DisplayLink Version: 8.2.2152.0 DisplayLink Installer Source: Normal or WU installed DisplayLink Audio Version: 1.54.0.0 (DisplayLink USB Audio 2.0 Class Driver) DisplayLink Ethernet Version: 2.34.17.0 (DisplayLink USB CDC NCM Driver) DisplayLink USB Version: DisplayLinkUsbIo_x64_8.2.2152.0.sys (2.91.0.0 DisplayLinkUsb - Kernel Driver) DisplayLink RS Version:No DL RS driver found. --------- Nivo Info --------- Attached USB device(s) matching our VID: Nivo's that have been attached: USB_4307-U3D2360208418^0 USB_4307-U3D2360208418^1 Hardware IDs: Large screen boost: Supported Boost policy G setting: Default |
08-08-2017, 08:04 AM | #4 |
Senior Member
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
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Thanks Luke,
Could you please let me know how you installed the driver? The situation you are in shouldn't happen and I would like to understand how it ended up like this! Was it pushed by the IT dept, did you use SETUP.EXE or any other method? Please do the following to recover: 1. Keep device disconnected. 2. Use our cleaner to remove everything: see http://support.displaylink.com/knowl...rticles/724494 3. Reboot 4. Plug the device. It will fetch the Windows 10 Creators Update driver from Windows Update. Kind regards, Alban
__________________
Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution |
08-08-2017, 11:38 AM | #5 |
Junior Member
Join Date: Aug 2017
Posts: 10
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When I first got the dock I just plugged it in and it worked just fine, then about two months ago it just stopped working and wouldn't connect to my external monitors. I went to the website figuring the drivers from sabrent/display link would work best, installed it and it started working again until just yesterday. I used the download from the website. Going to try your recommendation and will let you know....
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08-08-2017, 11:56 AM | #6 |
Senior Member
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
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Ok, would you please be able to upload the full zip created by the tool?
Only employees can download it. I want to see the installation logs.
__________________
Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution |
08-08-2017, 11:56 AM | #7 |
Junior Member
Join Date: Aug 2017
Posts: 10
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So I ran the cleaner, rebooted, when I plugged the dock in it ran device setup and when it went to switch to the external monitors it blue screened me again
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08-08-2017, 12:04 PM | #8 |
Senior Member
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
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Hello Luke,
Would you please be able to post the ZIP created by the support tool? I just checked and 8.2.2152 is not on Windows Update for that product. For Windows 10 Creators Update, this is 8.2.1952. The logs will also include the dump file created so I can analyse it. Kind regards, Alban
__________________
Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution |
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