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OMads1
Beginner
603 Views

BSOD probably caused by intelUniteExtendedDisplayHookKmode.sys

We have a whole company running an enterprise setup on Fujitsu laptops/HUB machines. After upgrading from v3.1 to v3.3, all laptops running the client randomly get BSOD. NEVER when using Intel Unite, only when working with other tasks.

 

But debugging the DMP file points to intelUniteExtendedDisplayHookKmode.sys - which caused us trying with or without the Extended Display Driver - but no matter what we try, the problem persist.

 

We have tried in both win10 1803 and 1903, with/without the Extended Display Driver, upgraded graphic drivers to the newest available from Fujitsu and/or Intel, all without any luck.

 

We now concider testing with the v4 client. But it seems to be non-compliant with the V3.3 server installation, so we are kind of stuck here.

 

It seems very strange that the BSOD suggest to be caused by intelUniteExtendedDisplayHookKmode.sys, as we experience NO problems with the Intel Unite solution at all.

 

Any hint, which way we should look?

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30 Replies
Wanner_G_Intel
Moderator
98 Views

Hello OMads1,

 

Thank you for posting on this Intel Community.

 

To address this issue, make sure your systems are up to date.

 

1. Windows* 10 build number 18362.

2. Intel Unite® app Extended Display Driver Version: 3.3.166.4

3. Intel Unite® app.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

OMads1
Beginner
98 Views

We are running in two "generations":

 

Windows 10 1803 (currently 17134)

Intel Unite Extended Display Driver version 3.3.153.36 (newest version available at Fujitsus driver/software site - a version 4 is available and have been tested without any change)

Intel Unite App version 3.3.163.51

 

And

 

Windows 10 1903 (have no subversion available)

NO Intel Unite Extended Display Driver installed

Intel Unite App version 3.3.163.51

 

In both "generations" BSOD occour random with no pattern visible to us, neither the users.

 

All dmp files point to "Memory Corruption", with "intelUniteExtendedDisplayHookKmode" as the only item to be recognized.

 

Some users see this problem several times a day - some users have only experienced it one time.

Problem started back in time when upgrading from V3.0 to V3.3 - and since then we have had several new versions installed as test on the worst-case users.

 

The latest genrations was installed without the DisplayDriver - but also these machines have had the problem (though only a few of them).

 

Thank You for helping looking into this problem.

Wanner_G_Intel
Moderator
98 Views

Hello OMads1,

 

Thank you for your response.

 

There is a newer Intel Unite® app version that you can install. Please install it and let us know if the issue persists.

 

We will send you the download link to the email address associated with your profile. Please post your updates on this thread.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

OMads1
Beginner
98 Views

Thank You again - we have installed the linked version on a couple of the worst machines, and will get back in a few days with the result.

 

BR

Ole

Wanner_G_Intel
Moderator
98 Views

Hello OMads1,

 

Thank you for the update.

 

Regards,

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

Wanner_G_Intel
Moderator
98 Views

Hello OMads1,

 

If you need further assistance, please let us know.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

Wanner_G_Intel
Moderator
98 Views

Hello OMads1,

 

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

NAnde9
Beginner
98 Views

Hi Wanner

 

I'm a colleague of OMads1.

We have installed the update on some users and await their feedback. No BSOD on those machinces, but it's a very sporadic issue and we are not able to provoke the error.

We will continue to install it on more users.

 

 

Regards

Nicklas

Wanner_G_Intel
Moderator
98 Views

Hello NAnde9,

 

We are glad to know that you have not experienced blue screens yet.

 

Once you have any update, please let us know.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

Wanner_G_Intel
Moderator
98 Views

Hello NAnde9,

 

Do you have an update on whether the issue was fixed on other systems?

 

If you need further assistance, please let us know.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

NAnde9
Beginner
98 Views

Hi WannerG

 

Luckily not. But it is a sporadic issue, so we cannot be certain that it's fixed.

 

Regards

Nicklas

Wanner_G_Intel
Moderator
98 Views

Hello NAnde9,

 

We would like to continue investigating this issue. Please provide us with the following information:

 

Problem details

Problem description:  

Frequency of occurrence (once an hour, day, always):  

Steps to reproduce (provide links to forums, online help, screen shots):

Attempted workaround (settings changes, etc.):

Environment (office, enterprise, school, hospital, factory, home):

 

HUB/Client computer details

HUB manufacturer(s):

HUB model(s) and SKU:

Client model(s):

Windows OS (provide Version number if Win10, and 32- or 64-bit) and update version:

Intel Unite® Client version:

If problem happens with Extended Display provide version:

Intel Unite® HUB version:

Intel Unite® Server version:

HUB and Client Graphics Driver version and vendor:

Number of systems affected:

 

Also, run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread.

 

1. Download the Intel® System Support Utility and save the application in your computer.

2. Open the application and click "Scan" to see system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

3. To save your scan, click Next and click Save.

 

Microsoft System Information report.

1. Hit the Windows+R hotkey to bring up the run dialog, and type msinfo32.

2. Choose File->Export

3. Browse to an appropriate location to save the file.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

NAnde9
Beginner
98 Views

Hi Wanner

 

Where can I upload the logs?

 

Problem description:  

Frequency of occurrence (once an hour, day, always):  It can happen a couple of days in a row. Some says it happens once a week, others longer between them. Very sporadic.

Steps to reproduce (provide links to forums, online help, screen shots): We cannot reproduce.

Attempted workaround (settings changes, etc.): Installed different versions of 3.3xxx and Extended Display.

Environment (office, enterprise, school, hospital, factory, home): Office. Not sure if it has happened at home.

 

From what we can see, the issue started when we made a general update in the customer to client and HUB version 3,315336.

 

Regards

Nicklas

NAnde9
Beginner
98 Views

Bye the way, is is an issue that both Extended Display Intel Unite® Extended Display 1.1.282.96 and Intel Unite® Extended Display v3,3.190.26 are installed at the same time?

Client v3,3.190.26 updates the current version, but it makes it more complicated if we have to uninstall Extended Display 1.1.282.96 before installing Extended Display v3,3.190.26

 

The BSODs happened before we installed Extended Display Intel Unite® Extended Display 1.1.282.96 as a possible fix.

Wanner_G_Intel
Moderator
98 Views

Hello NAnde9,

 

Thank you for your response.

 

In this scenario, the recommended solution to resolve this issue is the following:

 

1. Boot into safe mode, uninstall both the Unite client and the extended display drivers.

2. Restart Windows

3. Download the latest Unite client version and install.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
98 Views

Hello NAnde9,

 

Were you able to deploy the steps solution recommended?

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
98 Views

Hello NAnde9,

 

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

NAnde9
Beginner
98 Views

Hi Wanner

 

We are working on applying the update to all workstations.

We have to do it in more steps, because we have to uninstall the old extended driver first.

 

Is there any reason to install the new extended driver, or should updating the client be sufficient?

 

The recommended solution above we can use on those few users who got stuck with both extended drivers.

Wanner_G_Intel
Moderator
98 Views

Hello NAnde9,

 

Not uninstalling the extended driver can lead to erratic behavior even after updating the Intel Unite® client.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

Wanner_G_Intel
Moderator
60 Views

Hello NAnde9,

 

If you have an update about the recommendations provided, please let us know.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

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