I
Intraclastatwork
Guest
Hi,
I have about 90 Dell Latitude 3550 laptops running on LTSB 2016 (1607). After installing the December 2018 patch Tuesday update (KB4471321) I started to get reports of these laptops rebooting whilst locked. I pushed out the second December update (KB4483229) hoping it might resolve the issue, but it didn't.
The problem appears to occur when the laptop turns off its screen. If you lock the laptop, it turns the screen off after a short period and within another 30 seconds it has crashed and is rebooting. If you leave it unlocked, the same thing happens when the screen turns off after the configured time period. I've reproduced it myself on multiple devices and have had lots of reports from users.
Using windbg to look at the memory.dmp files generated they show that it is dxgmms2.sys (part of directx) which is crashing.
"Probably caused by : dxgmms2.sys ( dxgmms2!VIDMM_DEVICE::Resume+59 )"
I've updated all the drivers available for the laptop, paying particular attention to the display drivers and the chipset drivers. I've made sure that the BIOS firmware is up to date.
The version of dxgmms2.sys causing the problem is 10.0.14393.2665 and is timestamped 04/12/2018. It was installed by the December update.
I've manually uninstalled the December update and the version of dxgmms2.sys rolled back to 10.0.14393.0 and the problem has gone away.
Obviously I don't want to have to remove the December update from my devices from a security point of view.
I need a fix as quick as I can as this is causing a lot of inconvenience to my end users.
Thanks in advance...
More...
I have about 90 Dell Latitude 3550 laptops running on LTSB 2016 (1607). After installing the December 2018 patch Tuesday update (KB4471321) I started to get reports of these laptops rebooting whilst locked. I pushed out the second December update (KB4483229) hoping it might resolve the issue, but it didn't.
The problem appears to occur when the laptop turns off its screen. If you lock the laptop, it turns the screen off after a short period and within another 30 seconds it has crashed and is rebooting. If you leave it unlocked, the same thing happens when the screen turns off after the configured time period. I've reproduced it myself on multiple devices and have had lots of reports from users.
Using windbg to look at the memory.dmp files generated they show that it is dxgmms2.sys (part of directx) which is crashing.
"Probably caused by : dxgmms2.sys ( dxgmms2!VIDMM_DEVICE::Resume+59 )"
I've updated all the drivers available for the laptop, paying particular attention to the display drivers and the chipset drivers. I've made sure that the BIOS firmware is up to date.
The version of dxgmms2.sys causing the problem is 10.0.14393.2665 and is timestamped 04/12/2018. It was installed by the December update.
I've manually uninstalled the December update and the version of dxgmms2.sys rolled back to 10.0.14393.0 and the problem has gone away.
Obviously I don't want to have to remove the December update from my devices from a security point of view.
- Has anyone else had this issue? - I cannot find any other instances
- Is there a hotfix for this issue?
- Is there anything else I can try to resolve it?
- Am I okay to replace the problematic file with the older working version?
I need a fix as quick as I can as this is causing a lot of inconvenience to my end users.
Thanks in advance...
More...