New Surface Book with Performance Base i7/16GB/1TB shutdown overnight while in Sleep Mode

[hopmedic]

Got a link?

 

[zerospace-net]

Got a link?

It's part of MS's windows debugging tools: https://developer.microsoft.com/en-us/windows/hardware/windows-driver-kit

Scroll down to the WinDbg area and you'll see this:

Windows 10 (WinDbg)

If you just need the Debugging Tools for Windows 10, and not WDK 10 or Visual Studio 2015, you can install the debugging tools as a standalone component from Windows SDK. In the installation wizard, select Debugging Tools for Windows, and deselect all other components.

Get Debugging Tools for Windows (WinDbg) (from the SDK)

That's basically all you need. Note that you need to launch it as administrator in order to analyze a crash dump file.

 

[brosenz]

This is the output on my system, how do I know what is the root cause of the problem, sorry I am not super familiar with the Debug tool, it seems the issue is related to the NDIS driver:

Loading unloaded module list
..................................................
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 9F, {3, ffffe382903d8740, fffff802e0bd28e0, ffffe382a02eb010}

CompressedPageDataReader warning: failed to get _SM_PAGE_KEY symbol.
CompressedPageDataReader warning: failed to get _SM_PAGE_KEY symbol.
Implicit thread is now ffffe382`88482040
Page f00 not present in the dump file. Type ".hh dbgerr004" for details
Page f00 not present in the dump file. Type ".hh dbgerr004" for details
Page f00 not present in the dump file. Type ".hh dbgerr004" for details
Probably caused by : ndis.sys ( ndis!KWaitEventBase::Wait+22 )

0: kd> !analyze -v
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************

DRIVER_POWER_STATE_FAILURE (9f)
A driver has failed to complete a power IRP within a specific time.
Arguments:
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: ffffe382903d8740, Physical Device Object of the stack
Arg3: fffff802e0bd28e0, nt!TRIAGE_9F_POWER on Win7 and higher, otherwise the Functional Device Object of the stack
Arg4: ffffe382a02eb010, The blocked IRP

Debugging Details:
------------------

Implicit thread is now ffffe382`88482040
Page f00 not present in the dump file. Type ".hh dbgerr004" for details
Page f00 not present in the dump file. Type ".hh dbgerr004" for details
Page f00 not present in the dump file. Type ".hh dbgerr004" for details

DUMP_CLASS: 1

DUMP_QUALIFIER: 401

BUILD_VERSION_STRING: 14393.576.amd64fre.rs1_release_inmarket.161208-2252

SYSTEM_MANUFACTURER: Microsoft Corporation

SYSTEM_PRODUCT_NAME: Surface Book

SYSTEM_SKU: Surface_Book

SYSTEM_VERSION: D:0B:14F:1C:03P:38

BIOS_VENDOR: Microsoft Corporation

BIOS_VERSION: 90.1380.768

BIOS_DATE: 11/04/2016

BASEBOARD_MANUFACTURER: Microsoft Corporation

BASEBOARD_PRODUCT: Surface Book

DUMP_TYPE: 1

BUGCHECK_P1: 3

BUGCHECK_P2: ffffe382903d8740

BUGCHECK_P3: fffff802e0bd28e0

BUGCHECK_P4: ffffe382a02eb010

DRVPOWERSTATE_SUBCODE: 3

FAULTING_THREAD: 88482040

CPU_COUNT: 4

CPU_MHZ: af8

CPU_VENDOR: GenuineIntel

CPU_FAMILY: 6

CPU_MODEL: 4e

CPU_STEPPING: 3

CPU_MICROCODE: 6,4e,3,0 (F,M,S,R) SIG: 9E'00000000 (cache) 9E'00000000 (init)

DEFAULT_BUCKET_ID: WIN8_DRIVER_FAULT

BUGCHECK_STR: 0x9F

PROCESS_NAME: System

CURRENT_IRQL: 2

ANALYSIS_SESSION_HOST: SURFACE

ANALYSIS_SESSION_TIME: 01-02-2017 09:22:29.0155

ANALYSIS_VERSION: 10.0.14321.1024 amd64fre

LAST_CONTROL_TRANSFER: from fffff802decf0f5c to fffff802dedda506

STACK_TEXT:
ffffcd00`bdef0480 fffff802`decf0f5c : fffff802`defcd180 fffff802`00000000 00000000`00000000 00000000`00000000 : nt!KiSwapContext+0x76
ffffcd00`bdef05c0 fffff802`decf09ff : ffffe382`a02e9680 ffff4be7`bbd68885 00000000`00000000 fffff802`dece09d1 : nt!KiSwapThread+0x17c
ffffcd00`bdef0670 fffff802`decf27c7 : ffffe382`00000000 fffff802`be71610d ffffe382`a02e9680 00000000`00000000 : nt!KiCommitThreadWait+0x14f
ffffcd00`bdef0710 fffff802`be79de6e : ffffe382`8d5ee618 fffff802`00000000 ffffcd00`bdef0800 00000000`00000000 : nt!KeWaitForSingleObject+0x377
ffffcd00`bdef07c0 fffff802`be7a56df : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ndis!KWaitEventBase::Wait+0x22
ffffcd00`bdef0800 fffff802`be79d808 : ffffe382`8d5ed1a0 ffffe382`8d5ed1a0 ffffe382`a02eb680 fffff802`be7778f8 : ndis!Ndis::BindEngine::ApplyBindChanges+0x5f
ffffcd00`bdef0850 fffff802`be711450 : ffffe382`8a3b78e0 ffffe382`8d5ed1a0 ffffe382`a02eb010 00000000`00000003 : ndis!ndisIssueNetEventSetPowerEvent+0x60
ffffcd00`bdef0950 fffff802`be731590 : 00000000`00000800 ffffe382`a02eb010 ffffe382`a02eb010 fffff802`dece09b0 : ndis!ndisPrepForLowPower+0x38
ffffcd00`bdef0a20 fffff802`be79d302 : 00000000`00000000 ffffe382`8d5ed1a0 ffffe382`a02eb680 00000000`00000000 : ndis!ndisSetDevicePower+0x204cc
ffffcd00`bdef0a90 fffff802`be71fc28 : ffffe382`a02eb010 ffffe382`903d8740 ffffe382`a02eb680 fffff802`def8b620 : ndis!ndisSetPower+0x56
ffffcd00`bdef0ac0 fffff802`deda51c2 : ffffe382`88482040 ffffcd00`bdef0b70 fffff802`def8b600 ffffe382`8d5ed050 : ndis!ndisPowerDispatch+0xa8
ffffcd00`bdef0af0 fffff802`dec8d729 : 00000000`00000000 fffff802`deda4fe4 00000000`00000000 00000000`0000004b : nt!PopIrpWorker+0x1de
ffffcd00`bdef0b90 fffff802`deddabb6 : ffffcd00`bdf00180 ffffe382`88482040 fffff802`dec8d6e8 ffffc28d`00000000 : nt!PspSystemThreadStartup+0x41
ffffcd00`bdef0be0 00000000`00000000 : ffffcd00`bdef1000 ffffcd00`bdeea000 00000000`00000000 00000000`00000000 : nt!KiStartSystemThread+0x16


STACK_COMMAND: .thread 0xffffe38288482040 ; kb

THREAD_SHA1_HASH_MOD_FUNC: 3816aecaf706bb13db2af94abf3442783a78ddec

THREAD_SHA1_HASH_MOD_FUNC_OFFSET: 7c88fb659d7ca57c42bd9625762c96156940327c

THREAD_SHA1_HASH_MOD: 2e7463c4a06613ca32bf00f4fe630ce53f51e143

FOLLOWUP_IP:
ndis!KWaitEventBase::Wait+22
fffff802`be79de6e 4883c438 add rsp,38h

FAULT_INSTR_CODE: 38c48348

SYMBOL_STACK_INDEX: 4

SYMBOL_NAME: ndis!KWaitEventBase::Wait+22

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: ndis

IMAGE_NAME: ndis.sys

DEBUG_FLR_IMAGE_TIMESTAMP: 57f4c58d

BUCKET_ID_FUNC_OFFSET: 22

FAILURE_BUCKET_ID: 0x9F_3_ndis!KWaitEventBase::Wait

BUCKET_ID: 0x9F_3_ndis!KWaitEventBase::Wait

PRIMARY_PROBLEM_CLASS: 0x9F_3_ndis!KWaitEventBase::Wait

TARGET_TIME: 2017-01-02T06:08:52.000Z

OSBUILD: 14393

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: 2016-12-09 03:23:02

BUILDDATESTAMP_STR: 161208-2252

BUILDLAB_STR: rs1_release_inmarket

BUILDOSVER_STR: 10.0.14393.576.amd64fre.rs1_release_inmarket.161208-2252

ANALYSIS_SESSION_ELAPSED_TIME: 634

ANALYSIS_SOURCE: KM

FAILURE_ID_HASH_STRING: km:0x9f_3_ndis!kwaiteventbase::wait

FAILURE_ID_HASH: {37b67c78-0c57-7222-0ec7-71f6203e422c}

Followup: MachineOwner
---------

 

[hopmedic]

Well, I finally took a look at the debugger tool. I'm not sure what I'm looking at, but here's all of the "probably caused by"s of my blue screens:

Probably caused by : ntoskrnl.wrong.symbols.exe ( nt_wrong_symbols!5850C932820000 )
Probably caused by : memory_corruption
Probably caused by : IntcOED.sys ( IntcOED+14626 )
Probably caused by : dxgkrnl.sys ( dxgkrnl!COREDEVICEACCESS::COREDEVICEACCESS+5 )
Probably caused by : nvlddmkm.sys ( nvlddmkm+18e856 )
Probably caused by : dxgmms2.sys ( dxgmms2!VidMmiUnlockAllocation+20 )
Probably caused by : memory_corruption
Probably caused by : iaPreciseTouch.sys ( iaPreciseTouch+27f4d )
Probably caused by : NTFS.sys ( NTFS!NtfsFullDeleteLcb+153 )
Probably caused by : nvlddmkm.sys ( nvlddmkm+1a8634 )
Probably caused by : NETIO.SYS ( NETIO!NetioDereferenceNetBufferListChain+f4 )
Probably caused by : ntkrnlmp.exe ( nt!CmpDoParseKey+553 )
Probably caused by : ntkrnlmp.exe ( nt! ?? ::FNODOBFM::`string'+5748d )
Probably caused by : hardware ( nt!HvlGetPpmStatsForProcessor+11 )
Probably caused by : memory_corruption
Probably caused by : memory_corruption
Probably caused by : memory_corruption
Probably caused by : dxgkrnl.sys ( dxgkrnl!DpiPowerArbiterThread+120 )
Probably caused by : memory_corruption
Probably caused by : memory_corruption

This list is in reverse chronological order, so at least the memory corruptions have gotten less frequent. I don't know what to make of any of it other than that and the fact that it's not just one problem. I know I'm fed up.

 

[zerospace-net]

Well, I finally took a look at the debugger tool. I'm not sure what I'm looking at, but here's all of the "probably caused by"s of my blue screens:

This list is in reverse chronological order, so at least the memory corruptions have gotten less frequent. I don't know what to make of any of it other than that and the fact that it's not just one problem. I know I'm fed up.

Sounds like you should run a memory diagnostic. Windows has one built it, but some say it isn't as good as using memtest. If a memory test returns a lot of errors, then you need to get your machine replaced as you probably have some bad RAM.

 

[LINE_COOL_JAPAN]

Got the previous surfacebook with GPU/i5 and
having same issue. Sleep doesn't work as expected. Dies in about one to two days.
Reloaded OS from scrach and updated to latest SW but didn't help.
used powercfg to check what's going on and the active standby is causing a huge drain.
Man... been about a month but it's just sitting in the living room.
Need to find time to get a replacement.

 

[hopmedic]

Sounds like you should run a memory diagnostic. Windows has one built it, but some say it isn't as good as using memtest. If a memory test returns a lot of errors, then you need to get your machine replaced as you probably have some bad RAM.

I downloaded and ran MemTest - seven instances of it to cover the 16GB of RAM (the portion not used by the OS at least), for more than an hour, and it reported more than 100% coverage in each instance. No errors. :straight:

 

[zerospace-net]

I downloaded and ran MemTest - seven instances of it to cover the 16GB of RAM (the portion not used by the OS at least), for more than an hour, and it reported more than 100% coverage in each instance. No errors. :straight:

Interesting. Maybe run diagnostics on the SSD (looking for errors), since windows does use drive space as scratch memory ... otherwise, you might consider a clean install of Windows. I would think you'd be seeing other forms of corruption, though. Odd.

 

[hopmedic]

Interesting. Maybe run diagnostics on the SSD (looking for errors), since windows does use drive space as scratch memory ... otherwise, you might consider a clean install of Windows. I would think you'd be seeing other forms of corruption, though. Odd.

Well, maybe I'll be getting a replacement Surface Book. We'll see, but here's the relevant link: http://forums.windowscentral.com/microsoft-surface-book/449725-enter-key-depressed.html

 

[hopmedic]

Well, several more BSODs in the past couple days. I'll be going to Microsoft Store tomorrow evening. :straight:

Probably caused by : memory_corruption
Probably caused by : dxgmms2.sys ( dxgmms2!VidSchSubmitCommand+212b9 )
Probably caused by : memory_corruption
Probably caused by : memory_corruption

 

[hopmedic]

Well, several more BSODs in the past couple days. I'll be going to Microsoft Store tomorrow evening. :straight:

So here's the deal. I didn't even finish explaining to the tech what was going on before he said, "Let me check to see if we have this device in stock." Unfortunately, they didn't have one in stock. He said that they could set up an exchange in store, where I'd leave my computer and they'd ship a replacement to my house. No. That doesn't work for me - I don't have another computer.

He had me go to online support, because he said that the online service could do an advance exchange. I wandered through the chat, explaining to them that the tech here in the store had already determined that a replacement was needed, blah blah blah, and gave his name and store number. They said they could do an advance exchange or a regular exchange. Advance would be they send a replacement that would arrive in 3-5 days, or the regular would be I send them my PC, they send a replacement, total 5-8 days. I said advanced, of course. Problem is that not only do they want to be sure that you have a credit card on file, but they want to put a $3300 hold on your account. I don't have a credit card. Don't hate - it's a personal decision - I'm debt-free other than my mortgage, and intend to stay that way, so this is one of the decisions I've made. But no, I don't have $3300 in my checking account that I can afford to put on hold for a week.

I told the tech in the store this, and he said that he could contact me when one arrives in the store - and that actually one was supposed to arrive yesterday but didn't, and two more are scheduled to arrive Monday. So he sent an email and copied me, and when it arrives, they'll call me, and I'll go do an in-store exchange. And yes, I know that I'm better off this way, because this way I'll be getting a brand new machine rather than a refurb.

 

[hopmedic]

Well, this isn't going anywhere near as good as I'd hoped.

So yesterday, I emailed the tech that I talked to in the store on Saturday, asking if a SB had arrived. That was mid-afternoon. Right before the store closed, since I had no reply yet, I called the store to check inventory. The person answering the phone said that they don't carry the 1TB model in stores. He checked inventory, and indeed, there were none.

I got off the phone and emailed the tech again, and this time copied the rest of the team that he had copied on his original email. This morning I had a reply from one of the inventory people, who said that this model was "constrained company wide," and that they "don't expect to get any until mid-February." I replied and asked her to forward my email to a manager because I'm ticked, and how could I get such wildly conflicting information? She said she passed it on to the managers.

In the meantime, I go online to chat with Surface Support. They again tell me that the only way this will work is to either do without my computer for a week or more, or have $3300 plus tax for them to place a hold (I do not have a credit card). I made two suggestions. One - send the PC to the Microsoft Store and I could exchange it there. They can't do that. I also suggested that they check inventory of various stores (someone somewhere has to be able to access this) and have a store with one in stock send it to one of the stores local to me. Not willing. I spent two hours with a supervisor in the chat, going in circles. Nothing.

Needless to say, I'm ticked.

 

[surfacefanboi]

I have never put any PC into sleep mode for any time. I guess I like to switch things off if I am not using them!

 

[zerospace-net]

Well, this isn't going anywhere near as good as I'd hoped.

So yesterday, I emailed the tech that I talked to in the store on Saturday, asking if a SB had arrived. That was mid-afternoon. Right before the store closed, since I had no reply yet, I called the store to check inventory. The person answering the phone said that they don't carry the 1TB model in stores. He checked inventory, and indeed, there were none.

I got off the phone and emailed the tech again, and this time copied the rest of the team that he had copied on his original email. This morning I had a reply from one of the inventory people, who said that this model was "constrained company wide," and that they "don't expect to get any until mid-February." I replied and asked her to forward my email to a manager because I'm ticked, and how could I get such wildly conflicting information? She said she passed it on to the managers.

In the meantime, I go online to chat with Surface Support. They again tell me that the only way this will work is to either do without my computer for a week or more, or have $3300 plus tax for them to place a hold (I do not have a credit card). I made two suggestions. One - send the PC to the Microsoft Store and I could exchange it there. They can't do that. I also suggested that they check inventory of various stores (someone somewhere has to be able to access this) and have a store with one in stock send it to one of the stores local to me. Not willing. I spent two hours with a supervisor in the chat, going in circles. Nothing.

Needless to say, I'm ticked.

I can understand your frustration, but don't be ticked at the advanced replacement process that requires a credit card -- it's been that way with every company forever. I did it a few times with Western Digital for hard drives back in the day. That said, I've used that advanced replacement process for a Surface device and it goes very smoothly, in my experience. I understand that you don't have a CC and don't want one, but realize that by doing that, you have limitations that most people don't have. To expect MS to accommodate you because you choose not to have something that the vast majority of people have is kind of ridiculous. They will replace you device, you just don't like the process. That said, it would be awfully nice of them to offer to ship a replacement device to a store for you so you could just do the exchange in the store, but also understand that a lot of times, special stuff like that isn't easy to do with a big company like Microsoft.

I actually went without my PC for almost 2 weeks (Surface Pro 3) because it was old and way out of warranty when it died on me, so advanced replacement wasn't an option, and the first replacement they sent was defective (and I paid $300 for the privilege). I used an HP Stream 7 the entire time, and my smartphone. Very painful.

So I do understand how you feel, but you probably aren't going to get things done your way. What do you think people do under most laptop warranties? They go without a PC because other companies don't even offer something like MS's exchange program with a standard warranty. I had to ship a laptop to Dell for repair a couple of years ago (my brother's) and wasn't given any other option other than to go 2-3 weeks without it. He had no PC for about 3 weeks total. So it sucks, but it might be the only option if you don't have a credit card.

 

[hopmedic]

Oddly enough, I've never needed warranty replacement with any device that wasn't a Microsoft device (other than phones, which while long ago, I walked into the store and got service). With my SP3, I had four replacements, and each of them was a walk into the Microsoft Store to exchange. So what do I expect? I expect to get the same good service I've had in the past from the same company.

 

[hopmedic]

I finally got a call from the store manager. First of all he apologized for the miscommunication. He said that they are actively seeking a PC for me, and he will contact me as soon as he hears something. He doesn't expect one until the end of the month, though. I can live with that. I can handle working with a PC that gives me trouble if I know that a replacement is on the way.

 

[hopmedic]

Finally got my replacement Surface Book on Monday. It's been almost 48 hours now, and not one blue screen. Let's hope that continues. I had my original Surface Book for 84 days, and had 36 dump files from BSODs, and there were several BSODs that I didn't allow to finish their dumps before powering off to restart, so I averaged a blue screen about every two days. Hopefully that will not be the case with this new device.

 

[hopmedic]

Well, apparently that did it. 18 days now, and one BSOD (and that was while I wasn't using the PC), as opposed to an average of one every two days with the old SB. Glad to be rid of that thing.