Surface Pro7 Frequent Errors and Blue Screen Problems

I bought a Surface Pro 7 last week and have had the same issue with frequent BSODs.

• When using the device normally
• When not using the device, but with the display on
• When downloading large files
• When waking the device up from sleep
• When attempting to restore from a fresh recovery image
• When trying to run windows update sometimes

Most common BSOD is the IRQL_DRIVER_NOT_LESS_OR_EQUAL one, but I get something like SYSTEM_THREAD_EXCEPTION_NOT_HANDLED fairly often as well.

I've attempted the following things:

• Installing all windows updates
• Downloading and installing the SP7 driver pack from MS's support site
• Running the 'fresh start' option
• Creating a recovery USB and using that to restore to 'factory settings', then re-running updates
• Trying out a Windows Insider build in case that somehow had a fix

Still, no luck. Unfortunately I bought from Amazon (sold by MS still) so I don't believe that taking it to a Microsoft store is an option. I'm really hoping this isn't a hardware issue and that a driver/firmware update could resolve it.

Try to disable the Intel Iris Plus Graphic driver in Device Manager .  This was the only way I managed to get the Surface operational, without several video functions, but at least you can use it until you have the opportunity to go to the store to replacement it.

Let me know if this setting stopped with the blue screen error.

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

It look like it  possible to update the Driver. Can you check if it resolve your problem. 

(**https://downloadcenter.intel.com/download/29616/Intel-Graphics-Windows-10-DCH-Drivers?product=80939**"Unlocked drivers: We heard how much our users want the freedom to upgrade their systems to our regularly released generic graphics drivers and enable our latest game enhancements, feature updates, and fixes. As of this release, Intel Graphics DCH drivers are now unlocked to upgrade freely between Computer Manufacturer (OEM) drivers and the Intel generic graphics drivers on Download Center. Simply use the EXE and enjoy the update on your 6^th^ Generation Intel Processor platform or higher, and don’t worry about your OEM customizations, they remain intact with each upgrade and the OEMs can maintain customizations separately via Microsoft* Windows Update. See the Release Notes section *^2^for important information about this update.

Any graphics issues found using Intel generic graphics drivers should be reported directly to Intel. Corporate customers should always use OEM drivers and report all issues through the vendor they purchased the platforms and support through.

Are you still seeing the OEM error preventing the update? See here for why and a solution." )

So I think i got it stabilized now. I will post again if it begins to crash to BSOD.  So I have a new SP7 and and older SP4 along with the surface dock 1 and surface dock 2.  Through observation it appears that the dock 2 and the USB-c to HDMI is the issue. After moving to the old dock that uses mini-display ports, the issue appears to be resolve.  I will post back in a few weeks either way regarding any additional issues of BSOD.

I was unable to get the SP7 to use the dock 2 with both monitors in the USB-c connections on the doc. Only one of the two monitors would work while plugged into the dock 2 with the SP7. I could only get both monitors to work if plugged one into the SP7 side USB-c and the other in the dock 2.  After a little bit it would crash while playing video or just having  a very active applications running. As seen in the post images... I was getting all kinds of random BSOD error messages. I ran scan on ram, system files. None of which found anything.

Note that my surface pro 4 is working like a champ on the dock 2, both monitors are  using direct HDMI to USB-c cables.

(Same cables were used with the SP7 and the SP4 machines)

Also i tried the drivers above they made the issue worse, the below version was obtained via the Microsoft driver online search functionality.

I also rolled back from win 10 enterprise 2004 release, which i believe was trying to use one of the newer, non-oem specific drivers, which made the problem so bad i had to boot to bios to reinstall windows. I am not sure because i didn't check the driver version at that time but updating to the lasted caused more BSOD, while on the 1909 with the intel latest.

Best advice try to use the machine with 1909 and the driver version below, do not plug in a second monitor into the usb-c and it doesn't crash, you may want to consider the dock v1.