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Windows 7: Random SYSTEM_SERVICE_EXCEPTION 0x0000003b on new laptop

21 Sep 2017   #1
brilexited

Windows 7 Pro x64
 
 
Random SYSTEM_SERVICE_EXCEPTION 0x0000003b on new laptop

Hello all,

A user at the company where I work is encountering a blue screen and I'm pulling my hair out trying to diagnose it. He just got a brand new laptop (Dell Mobile Precision 5510, Core i7-6820HQ CPU, 16GB RAM, Quadro M1000M graphics, M.2 boot SSD) at the same time as 4 other users. All 5 laptops were set up from the same image, so they should all have pretty much identical drivers and software. All of the laptops are running Windows 7 Pro x64. His is the only laptop encountering these crashes, and I can't seem to figure out what could be causing them.

He's been getting a blue screen roughly once per day, and it doesn't seem to be during any sort of particular activity. As far as we can tell, it's happening randomly. The error he gets most frequently is SYSTEM_SERVICE_EXCEPTION, but I've also seen a couple PAGE_FAULT_IN_NONPAGED_AREA errors. Looking both of those up online, it sounded like the issue could either be a faulty driver or potentially bad RAM. I already tried swapping out his RAM and that did not solve the problem.

If you look at the blue screen itself when the computer crashes, it generally calls out asmtxhci.sys as the cause of the crash. That's a driver for the Dell TB16 Thunderbolt 3 Dock that he uses with his laptop. However, if I open his minidump files with BlueScreenView, other drivers are being called out. I've made sure that the latest system BIOS is installed along with the latest Thunderbolt controller, and the latest Thunderbolt firmware. I updated to the A06 version of the ASMedia driver (asmtxhci) that was available on Dell's site, but that version seemed to have issues - we couldn't get his external displays working - so I reverted back to the A04 version. A04 is the same version that the other users are running and they do not have this blue screen issue.

Since the crashes seem to happen when connected to the dock, I thought that maybe the dock itself could be bad. We have a spare TB16, so I tried swapping his out for our spare - same problem.

As I mentioned, BlueScreenView seems to call out other drivers beside asmtxhci.sys, so I figured maybe this is a problem with a graphics driver since one of the drivers mentioned was rdpencdd.sys and some searching online suggested that corrupt graphics drivers could cause that problem. His laptop has Intel HD 530 internal graphics and an NVIDIA Quadro M1000M discrete GPU. I updated to the latest ODE driver from NVIDIA's website (385.41, at the time of typing this). Intel's site had a newer generic driver version (15.45 at the time of typing this), but when installing it I get a warning saying to use the manufacturer specific drivers, so I performed a repair install of the latest version on Dell's site instead. None of those steps fixed the issue either.

I just can't figure out why one of the users has these issues but not the others, especially since all the computers were created from the same image, so all their drivers and software should be identical. Could it be a bad laptop?

Any assistance that you can provide in determining the cause of these crashes is greatly appreciated. I've attached a zip file containing all of the minidump files from this computer for your reference.

Thanks in advance for any help!




Attached Files
File Type: zip Minidumps.zip (513.2 KB, 1 views)
My System SpecsSystem Spec
.
22 Sep 2017   #2
axe0

Windows 10 Pro
 
 

My System SpecsSystem Spec
24 Oct 2017   #3
brilexited

Windows 7 Pro x64
 
 

For a while we didn't see crashes happening, so I stopped troubleshooting. But sadly the issue has started again, so I'd like to continue. I've run the log collector tool - see attached for the logs.

Same crash as before: SYSTEM_SERVICE_EXCEPTION, 0x0000003b, with the blue screen itself saying asmtxhci.sys but the dump files calling out other drivers.

Any help you can provide is greatly appreciated.
Thanks in advance!


Attached Files
File Type: zip RJAMES-Tue_10_24_2017__91008_27.zip (2.38 MB, 2 views)
My System SpecsSystem Spec
.

24 Oct 2017   #4
axe0

Windows 10 Pro
 
 

The chipset drivers are being blamed, update or reinstall the drivers from Dell.
My System SpecsSystem Spec
26 Oct 2017   #5
brilexited

Windows 7 Pro x64
 
 

Hello, thank you for the suggestion. I did a full uninstall and reinstall of all chipset drivers from Dell's site, as well as the ASMedia driver (asmtxhci), but today the user reported another crash. I ran the log collector again, so please see attached for the most recent logs.

Thank you


Attached Files
File Type: zip RJAMES-Thu_10_26_2017__91608_28.zip (2.56 MB, 1 views)
My System SpecsSystem Spec
26 Oct 2017   #6
axe0

Windows 10 Pro
 
 

Both crashes look to be caused by a driver from Eltima.
Was there ever a program from this company installed?
Code:
eltima_usb_hub_filter	Eltima usb hub filter	c:\windows\system32\drivers\fusbhub.sys

4: kd> lmvm fusbhub
Browse full module list
start             end                 module name
fffff880`0653d000 fffff880`06558000   fusbhub  T (no symbols)           
    Loaded symbol image file: fusbhub.sys
    Image path: fusbhub.sys
    Image name: fusbhub.sys
    Browse all global symbols  functions  data
    Timestamp:        Wed Dec  9 10:58:14 2015 (5667FB36)
    CheckSum:         0001EEE5
    ImageSize:        0001B000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
My System SpecsSystem Spec
27 Oct 2017   #7
brilexited

Windows 7 Pro x64
 
 

I looked into this driver since I did not recognize the name. Apparently this is part of the Dell TB16 dock drivers that enables USB.

I tried removing that fusbhub.sys driver, and when I did, the user's mouse, keyboard, and wired network connection (all part of his TB16 dock) stopped working. So I had to reinstall that driver. There was another blue screen, and on the BSOD itself, it still called out asmtxhci.sys (the ASMedia USB 3 driver for the TB16 dock).

Do you think this is a problem with Dell's drivers? I would believe that, except that we have three other of the same model laptop, all with TB16 docks, and all running basically the same set of programs, which do not experience these blue screens.

Any additional ideas you have are greatly appreciated - this one has me totally stumped!
My System SpecsSystem Spec
28 Oct 2017   #8
axe0

Windows 10 Pro
 
 

Each pc uses it's own TB16 dock? If so, is the TB16 dock tested on a different system?
My System SpecsSystem Spec
30 Oct 2017   #9
brilexited

Windows 7 Pro x64
 
 

Yes, each of the four users has their own TB16. But we also had a spare dock in storage, and I already tried swapping this user's out for our spare in case it was a hardware problem with the dock. He was still seeing these blue screens after swapping hardware out.

Generally, the blue screens happen when connecting or disconnecting either a display or the laptop from the dock. So I really do think it has something to do with the dock drivers, but it's just strange that he's the only one it's happening to.
My System SpecsSystem Spec
4 Weeks Ago   #10
legofunk77

W7 Pro x64
 
 
Same Issue

We have a laptop at my office that is experiencing these same issues, pointing to the same driver. Was a resolve ever found?
My System SpecsSystem Spec
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 Random SYSTEM_SERVICE_EXCEPTION 0x0000003b on new laptop




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