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BSOD after Dell Updates installs Audio update
Windows 7 x64. Generic image on Latitude E7470s with up to date BIOS and drivers per Command Update and manually installed drivers.
Recently we've gotten a rash of about 20 systems that as they've been getting updates for Dell drivers their systems crash with BSOD APC_INDEX_MISMATCH multiple times per day. We've tried removing the currently installed drivers manually and then reinstalling current drivers but it does not seem to fix the issue. Has anyone else seen this? I'm pasting the output from our .DMP output in the Debugger. What I'm confused about is the process: audiodg.exe This is a Windows system file and not part of the Realtech driver.
Microsoft (R) Windows Debugger Version 10.0.16299.15 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.
Loading Dump File [C:\Users\user\Desktop\user\112817-15194-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available
Symbol search path is: srv*
Executable search path is:
Windows 7 Kernel Version 7601 (Service Pack 1) MP (4 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS
Built by: 7601.23915.amd64fre.win7sp1_ldr.170913-0600
Machine Name:
Kernel base = 0xfffff800`0320e000 PsLoadedModuleList = 0xfffff800`03450750
Debug session time: Tue Nov 28 11:08:18.113 2017 (UTC - 8:00)
System Uptime: 1 days 16:50:22.976
Loading Kernel Symbols
...............................................................
................................................................
.............................................................
Loading User Symbols
Loading unloaded module list
..........................................
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************
Use !analyze -v to get detailed debugging information.
BugCheck 1, {7709bdaa, 0, ffff, fffff880055d1b60}
Probably caused by : ntkrnlmp.exe ( nt!KiSystemServiceExit+245 )
Followup: MachineOwner
---------
0: kd> !analyze -v
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************
APC_INDEX_MISMATCH (1)
This is a kernel internal error. The most common reason to see this
bugcheck is when a filesystem or a driver has a mismatched number of
calls to disable and re-enable APCs. The key data item is the
Thread->CombinedApcDisable field. This consists of two separate 16-bit
fields, the SpecialApcDisable and the KernelApcDisable. A negative value
of either indicates that a driver has disabled special or normal APCs
(respectively) without re-enabling them; a positive value indicates that
a driver has enabled special or normal APCs (respectively) too many times.
Arguments:
Arg1: 000000007709bdaa, Address of system call function or worker routine
Arg2: 0000000000000000, Thread->ApcStateIndex
Arg3: 000000000000ffff, (Thread->SpecialApcDisable << 16) | Thread->KernelApcDisable
Arg4: fffff880055d1b60, Call type (0 - system call, 1 - worker routine)
Debugging Details:
------------------
DUMP_CLASS: 1
DUMP_QUALIFIER: 400
BUILD_VERSION_STRING: 7601.23915.amd64fre.win7sp1_ldr.170913-0600
SYSTEM_MANUFACTURER: Dell Inc.
SYSTEM_PRODUCT_NAME: Latitude E7470
SYSTEM_SKU: 06DC
BIOS_VENDOR: Dell Inc.
BIOS_VERSION: 1.15.4
BIOS_DATE: 05/12/2017
BASEBOARD_MANUFACTURER: Dell Inc.
BASEBOARD_PRODUCT: 0T6HHJ
BASEBOARD_VERSION: A00
DUMP_TYPE: 2
BUGCHECK_P1: 7709bdaa
BUGCHECK_P2: 0
BUGCHECK_P3: ffff
BUGCHECK_P4: fffff880055d1b60
FAULTING_IP:
+0
00000000`7709bdaa ?? ???
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)
CUSTOMER_CRASH_COUNT: 1
DEFAULT_BUCKET_ID: WIN7_DRIVER_FAULT
BUGCHECK_STR: 0x1
PROCESS_NAME: audiodg.exe
CURRENT_IRQL: 0
ANALYSIS_SESSION_HOST: USSJC-GXPRL32
ANALYSIS_SESSION_TIME: 12-07-2017 16:09:31.0305
ANALYSIS_VERSION: 10.0.16299.15 amd64fre
LAST_CONTROL_TRANSFER: from fffff8000327e3a9 to fffff8000327ee00
STACK_TEXT:
fffff880`055d1928 fffff800`0327e3a9 : 00000000`00000001 00000000`7709bdaa 00000000`00000000 00000000`0000ffff : nt!KeBugCheckEx
fffff880`055d1930 fffff800`0327e2e0 : fffffa80`318de060 00000000`023be078 fffff880`055d1a88 00000000`00000001 : nt!KiBugCheckDispatch+0x69
fffff880`055d1a70 00000000`7709bdaa : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceExit+0x245
00000000`023be048 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x7709bdaa
THREAD_SHA1_HASH_MOD_FUNC: 713a38487ff3d82058f51d9870e0b3de39cbf964
THREAD_SHA1_HASH_MOD_FUNC_OFFSET: 561f1421a866d36916a994b3bd23a42b1aea0bb5
THREAD_SHA1_HASH_MOD: 2a7ca9d3ab5386d53fea7498e1d81b9c4a4c036b
FOLLOWUP_IP:
nt!KiSystemServiceExit+245
fffff800`0327e2e0 4883ec50 sub rsp,50h
FAULT_INSTR_CODE: 50ec8348
SYMBOL_STACK_INDEX: 2
SYMBOL_NAME: nt!KiSystemServiceExit+245
FOLLOWUP_NAME: MachineOwner
MODULE_NAME: nt
IMAGE_NAME: ntkrnlmp.exe
DEBUG_FLR_IMAGE_TIMESTAMP: 59b946d1
IMAGE_VERSION: 6.1.7601.23915
STACK_COMMAND: .thread ; .cxr ; kb
FAILURE_BUCKET_ID: X64_0x1_SysCallNum_4_nt!KiSystemServiceExit+245
BUCKET_ID: X64_0x1_SysCallNum_4_nt!KiSystemServiceExit+245
PRIMARY_PROBLEM_CLASS: X64_0x1_SysCallNum_4_nt!KiSystemServiceExit+245
TARGET_TIME: 2017-11-28T19:08:18.000Z
OSBUILD: 7601
OSSERVICEPACK: 1000
SERVICEPACK_NUMBER: 0
OS_REVISION: 0
SUITE_MASK: 272
PRODUCT_TYPE: 1
OSPLATFORM_TYPE: x64
OSNAME: Windows 7
OSEDITION: Windows 7 WinNt (Service Pack 1) TerminalServer SingleUserTS
OS_LOCALE:
USER_LCID: 0
OSBUILD_TIMESTAMP: 2017-09-13 07:55:13
BUILDDATESTAMP_STR: 170913-0600
BUILDLAB_STR: win7sp1_ldr
BUILDOSVER_STR: 6.1.7601.23915.amd64fre.win7sp1_ldr.170913-0600
ANALYSIS_SESSION_ELAPSED_TIME: 525
ANALYSIS_SOURCE: KM
FAILURE_ID_HASH_STRING: km:x64_0x1_syscallnum_4_nt!kisystemserviceexit+245
FAILURE_ID_HASH: {e506ede0-d282-2e4c-5056-6cb373197a73}
Followup: MachineOwner
---------
robert p
4 Operator
4 Operator
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9.4K Posts
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December 8th, 2017 05:00
Hi krinehart,
Thanks for posting.
Apologies that your system is not working as expected.
Here is some information from Microsoft which discusses this issue, and how to solve it.
fusioncha0s
9 Posts
0
December 8th, 2017 08:00
Uninstall and delete all your audio drivers and refresh the management page to pull the default drivers for your audio.
PROCESS_NAME: audiodg.exe
This tag states that it is potentially an audio issue, which im sure your aware of
fusioncha0s
9 Posts
0
December 8th, 2017 08:00
I too have all e7470s (about 60 of them) and a handful will BSOD for no reason. Looking at some of the dump files, it tends to be an audio driver issue. I get all my drivers via Dell Cab files and have seen a lot of customers upset at dell because almost half of the drivers in the cab's come back corrupted. I also get a lot of monitor flickering issues with there laptops as well. With the flickering issue, usually replacing the motherboard helps. In the last year, I have had to replace 8 e7470 motherboards due to external monitor flickering issues.
krinehart
5 Posts
0
December 8th, 2017 09:00
Thanks. We got over the monitor flickering issues with BIOS / Video driver updates and the Synaptics firmware for the Edocks. We haven't had that issue for some time now with the E7470s.
To be clear, we don't accept Windows Hardware driver updates via Window Updates. That feature is turned off. Where I'm unclear is what exactly removing the Dell provided Realtek driver does because uninstalling or installing this driver does not effect "audiodg.exe" since that is a Windows driver.
There is a 2nd BSOD that we get that happens on VOLSNAP.SYS also coinciding with a Dell driver update. But I've choose to leave that out of the conversation for now.
I've already removed (asking to delete the driver files) the Realtek driver multiple times, rebooting and then letting Windows PNP install the generic audio driver and then updating to the correct Realtek driver from the Dell website and this does not fix it. I have not tried just using the Windows provided driver. I think the reasoning is that some functionality is lost but I'd have to confirm that.
Ken-
lfudala
5 Posts
0
December 13th, 2017 15:00
Another report here: en.community.dell.com/.../20026233
Have 3 that are doing this that are fully updated. Tried downgrading the Realtek audio driver to the one that was in use before the BSODs started. Now trying the Intel Graphics driver to see if the Display Audio driver is the fault.
Peppo1
3 Posts
0
December 18th, 2017 03:00
Hi,
we have the same issue with 2 of our 7470s. The laptops crashed frequently when docked, but also in meeting rooms without docking. We got rid of the problem on one laptop by reinstalling it completely. On the other we still have the same issue. Drivers and BIOS have been updated with DELL command Update. We have a support case open, but so far we were only asked to try previous version of the audio driver. Unfortunately we are still getting the BSODs and the user is getting annoyed.
DELL-Justin C
4 Operator
4 Operator
•
783 Posts
0
January 2nd, 2018 12:00
@Community,
Thank you for the discussion and troubleshooting done so far.
I've tried to replicate the BSOD on a test unit and so far I've been unable to reproduce the BSOD on Version 6.0.1.6122, A08
-Testing conditions:
-Latitude E7470
-Windows 7 Pro 64
-Audio Driver 6.0.1.6122
-Docking/undocking and resuming from sleep/hibernate
Note: I've had several customers come forward and advise that running on the Windows inbox driver does not produce a BSOD.
For those that have posted so far please send me a friend request with all your affected service tags.
Thank you.
lfudala
5 Posts
0
January 2nd, 2018 13:00
As in the other thread I linked to, en.community.dell.com/.../20026233, I don't believe it's the Realtek driver that is at fault. I've downgraded the Intel Graphic driver, which includes the Display Audio driver, and have not been getting crashes.
I noticed an updated BIOS for these came out over the holiday with some changes to the Intel video stuff and am tempted to try this in combination with the latest driver again.