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Dear Microsoft Community,
A week ago I bought a brand-new Surface Pro 7. I am a big Surface fan and was very excited to use my new device for the purpose of my studies.
My system configuration is a Surface Pro 7 with an Intel® Core™ i5 – 1034G4 CPU, 8 GB of RAM and a 256 GB SSD.
I updated Windows 10 to the most recent version and, so far, did not install third-party software on the device. I connected an original Microsoft Surface Pen and a Microsoft Surface Type Cover. No other hardware was connected.
During the usage I soon experienced very frequent Blue Screens and restarts as a result. These Blue Screens happened in tablet mode as well as in desktop mode. As the problems with Blue Screens became so frequent that I was unable to use the device for my everyday work, and their stop codes did not even allow me to trace back the actual error, I became very frustrated.
In the attached pictures I documented a use scenario, where I used my Surface Pro 7 with normal (office and Microsoft Edge surfing) workload. Within this 45 minutes use case scenario, I encountered 6 Blue Screens (1:01; 1:05; 1:11; 1:23; 1:26; and 1:38 pm), all with different stop codes.
Could you please help me resolve this issue?
Tim
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
I purchased my Pro 7 back in May. Had an unrelated issue regarding dropping wifi signal randomly. Contacted CS, they couldn't resolve, so authorized a replacement. I got the replacement and in under 2 weeks, I start having this issue. I too NEED mine for work and cannot tolerate these poor reliability issues. I'm not sure what my options are. If there was an option to get a refund, at this point I'd do this. Incredibly frustrating and costing me revenue.
Same problem and more:
I also get BSOD if I unplug my USB C to Hdmi kabel and I am sure that the graphic driver is full of bugs and I do not understand why MS does not update the driver to newest version. But I have the hope that the new firmware the must create for Windows 2004 will fix the broken driver and firmware [https://docs.microsoft.com/en-us/windows/release-information/status-windows-10-2004]
My sample size is two Surface Pro 7 and for comparison the Pro 6 of my brother has form his point no problems (but he is not using Skype and a external Display).
I had like BSOD during skype but was unable to check it again. It is really widespread: More than five of my friends with Surface Pro 6 or 7 got BSOD while using skype.
However, I have also the suppression that there is hardware problem with the CPU and iGPU or the power profile *but I have no idea to undervolted the CPU on a Surface so I was unable to check that*. Because if the surface is running low on power (under 35% Battery) it is getting unusable.
I talk to a friend of me how works for MS (servers) in Munich but he couldn't help me with my problem. MS should spend some more money on quality control and should change how the communicate with their hardware costumers and hwo the system works. And I am a fan of the Surface Lineup, because as long the iPad does not ships with a real OS the Surface pro is the best of both words (laptope and tablet). Sadyle their is no Linux version for the Surface Pro.
Hear are some Error reports:
Windows Diagnostic Tolls on full Diagnostic Data:
Description
Faulting Application Path: C:\Windows\System32\WerFault.exe
Creation Time: 09/06/2020 21:09:07
Problem: Shut down unexpectedly
Status: Report sent
Problem signature
Problem Event Name: BlueScreen
Code: 13a
Parameter 1: 11
Parameter 2: ffffcb0574a02100
Parameter 3: ffffcb059349d480
Parameter 4: 0
OS version: 10_0_18363
Service Pack: 0_0
Product: 768_1
Extra information about the problem
Bucket ID: 0x13a_11__MP__igdkmdn64!OSFreeMemWrapper (18446744073709551615)
A tip with https://www.resplendence.com/whocrashed who can look at your minidump reports.
For example the fowling are some minidump analysis:
On Tue 09/06/2020 21:08:06 your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\Minidump\060920-17312-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x1C2390)
Bugcheck code: 0x13A (0x11, 0xFFFFCB0574A02100, 0xFFFFCB059349D480, 0x0)
Error: KERNEL_MODE_HEAP_CORRUPTION
file path: C:\WINDOWS\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This indicates that the kernel mode heap manager has detected corruption in a heap.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.
On Tue 09/06/2020 21:08:06 your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\MEMORY.DMP
This was probably caused by the following module: igdkmdn64.sys (igdkmdn64+0x210B50)
Bugcheck code: 0x13A (0x11, 0xFFFFCB0574A02100, 0xFFFFCB059349D480, 0x0)
Error: KERNEL_MODE_HEAP_CORRUPTION
file path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_99f3effa9b6e163f\igdkmdn64.sys
product: Intel HD Graphics Drivers for Windows(R)
company: Intel Corporation
description: Intel Graphics Kernel Mode New Driver
Bug check description: This indicates that the kernel mode heap manager has detected corruption in a heap.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: igdkmdn64.sys (Intel Graphics Kernel Mode New Driver, Intel Corporation).
Google query: igdkmdn64.sys Intel Corporation KERNEL_MODE_HEAP_CORRUPTION
many threads have been started about this issue. Got mine in november, problems started in december (probably after updates) couldnt fix it no matter what troubleshooting they had me try. ended up sending for a replacement in Feb, but since my mailing address is an APO, my brother back stateside had to be the "middle man" to send it back to me. just got it back today and its working so far with no blue screens. we'll see after updates.
long story short, to fix this problem, just get it replaced.
I am also having this problem on a brand new Surface Pro 7 purchased in February 2020. Has anyone solved this issue yet?
I had the same problem. Microsoft support was stumped. I returned it to the store. Showed them my reliability report & purchase receipt and they swapped it out on the spot & gave me a free type cover. After extensive testing I feel it was a problem with intels integrated graphics / thermal management drivers/hardware combo.
The machine would run hot and bluescreen or shut down.
this replacement (silver instead of black) properly throttles down pesky processor number 7 before it can over heat its connected graphics components.
however the infrequent micro freezes are annoying as hell, but I will take them any day over a bluescreen or complete lockup.
I found that by upgrading the graphics pack on my returned surface I could stop the blue screens and end up with system lockups instead, 90% of which could be recovered from by hitting (Ctrl Shift Windows B)
You might be able to fix the problem by using processor affinity to keep intense tasks, operating system, and drivers from running on the 'hot' processor, and/or underclocking, but if you are within the return period I would do that.
