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Intel AMT remote desktop and Serial Over LAN cause XE driver related BSOD

LeiNade
Novice
7,896 Views

My system is Lenovo Thinkedge SE30 with vPRO. AMT has been configured.

Starting a Remote desktop or Serial Over LAN session remotely will immediately cause the system to crash with code "SYSTEM_SERVICE_EXCEPTION" and the related module igdkmdn64.sys.

Uninstalling the Xe graphic driver can prevent any crashes from happening.

I have tried Intel® Manageability Commander and MeshCommander, and both of them behaved the same.

Is there a way to solve this problem? Thanks in advance.

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24 Replies
LeiNade
Novice
6,666 Views

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

* *
*******************************************************************************

SYSTEM_SERVICE_EXCEPTION (3b)
An exception happened while executing a system service routine.
Arguments:
Arg1: 00000000c0000005, Exception code that caused the BugCheck
Arg2: fffff801972eb9f6, Address of the instruction which caused the BugCheck
Arg3: ffffa38aec174c40, Address of the context record for the exception that caused the BugCheck
Arg4: 0000000000000000, zero.

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


KEY_VALUES_STRING: 1

Key : Analysis.CPU.mSec
Value: 1889

Key : Analysis.DebugAnalysisManager
Value: Create

Key : Analysis.Elapsed.mSec
Value: 8583

Key : Analysis.IO.Other.Mb
Value: 0

Key : Analysis.IO.Read.Mb
Value: 0

Key : Analysis.IO.Write.Mb
Value: 0

Key : Analysis.Init.CPU.mSec
Value: 421

Key : Analysis.Init.Elapsed.mSec
Value: 25841

Key : Analysis.Memory.CommitPeak.Mb
Value: 93

Key : Bugcheck.Code.DumpHeader
Value: 0x3b

Key : Bugcheck.Code.Register
Value: 0x3b

Key : Dump.Attributes.AsUlong
Value: 8

Key : Dump.Attributes.KernelGeneratedTriageDump
Value: 1


FILE_IN_CAB: 040423-8312-01.dmp

DUMP_FILE_ATTRIBUTES: 0x8
Kernel Generated Triage Dump

BUGCHECK_CODE: 3b

BUGCHECK_P1: c0000005

BUGCHECK_P2: fffff801972eb9f6

BUGCHECK_P3: ffffa38aec174c40

BUGCHECK_P4: 0

CONTEXT: ffffa38aec174c40 -- (.cxr 0xffffa38aec174c40)
rax=0000000000000000 rbx=ffffb585246c5490 rcx=ffffb585246c5490
rdx=0000000000000001 rsi=ffffb5852de3e000 rdi=ffffb585246c5490
rip=fffff801972eb9f6 rsp=ffffa38aec175640 rbp=ffffb585246ef010
r8=000000006c0cfb63 r9=0000000000000004 r10=fffff8016dd65240
r11=ffffa38aec175698 r12=ffffb585246c5490 r13=ffffb5851ccb7db0
r14=0000000000000000 r15=0000000000000000
iopl=0 nv up ei ng nz na po nc
cs=0010 ss=0018 ds=002b es=002b fs=0053 gs=002b efl=00050286
igdkmdn64+0x19b9f6:
fffff801`972eb9f6 4c8b00 mov r8,qword ptr [rax] ds:002b:00000000`00000000=????????????????
Resetting default scope

BLACKBOXBSD: 1 (!blackboxbsd)


BLACKBOXNTFS: 1 (!blackboxntfs)


BLACKBOXWINLOGON: 1

CUSTOMER_CRASH_COUNT: 1

PROCESS_NAME: csrss.exe

STACK_TEXT:
ffffa38a`ec175640 ffffb585`245f01c0 : fffff801`6dce086b ffff9c19`ec766f96 00000000`00000000 ffffb585`246c2010 : igdkmdn64+0x19b9f6
ffffa38a`ec175648 fffff801`6dce086b : ffff9c19`ec766f96 00000000`00000000 ffffb585`246c2010 fffff801`97330993 : 0xffffb585`245f01c0
ffffa38a`ec175650 fffff801`972dcb25 : ffffb585`2de3e000 00000000`00000001 00000000`00000000 ffffb585`249280c8 : nt!KiWakeQueueWaiter+0x9b
ffffa38a`ec1756a0 ffffb585`2de3e000 : 00000000`00000001 00000000`00000000 ffffb585`249280c8 00000780`00000000 : igdkmdn64+0x18cb25
ffffa38a`ec1756a8 00000000`00000001 : 00000000`00000000 ffffb585`249280c8 00000780`00000000 ffffb585`16e02280 : 0xffffb585`2de3e000
ffffa38a`ec1756b0 00000000`00000000 : ffffb585`249280c8 00000780`00000000 ffffb585`16e02280 ffffb585`24927010 : 0x1


SYMBOL_NAME: igdkmdn64+19b9f6

MODULE_NAME: igdkmdn64

IMAGE_NAME: igdkmdn64.sys

STACK_COMMAND: .cxr 0xffffa38aec174c40 ; kb

BUCKET_ID_FUNC_OFFSET: 19b9f6

FAILURE_BUCKET_ID: AV_igdkmdn64!unknown_function

OSPLATFORM_TYPE: x64

OSNAME: Windows 10

FAILURE_ID_HASH: {12102b79-db74-3949-6de5-0951c15a29fa}

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

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Victor_G_Intel
Employee
6,656 Views

Hello LeiNade,


Thank you for posting on the Intel® communities.


Please provide the information below to further assist you.


  1. Is your system fully updated (drivers, BIOS, and OS updates)?
  2. Do you have a graphics card installed on this system? If yes, please provide the model.
  3. When you mentioned that by uninstalling the Xe graphics driver you can prevent any crashes from happening, do you mean that you uninstalled the latest driver and then everything worked out as it was supposed to or do you mean that you not only uninstalled the driver but disable the Xe graphics as well?
  4. You mentioned that AMT has been configured, can you please share with us what steps you followed to configure it, if possible, if you followed a guide or a document you can share it with us or send the link where you get it from, if not you can let us know what the steps you took by just send them written in your next response.
  5. We will require the logs below from the affected system.


Discovery log:


  • Download and unzip the Intel® Configurator v12.2
  • https://downloadcenter.intel.com/download/30340/Intel-Configurator
  • Open the unzipped folder, open the Configurator folder and run ACUConfigInstaller.msi
  • Open a Command Prompt window as an Administrator.
  • Go to drive C: \Program Files (x86) \Intel \SCS ACUConfig, and
  • Run the command: Acuconfig.exe /verbose /output console systemdiscovery
  • The discovery log file will be created in the same location the software ACUConfig was installed.
  • Default location: C:\Program Files (x86)\Intel\SCS ACUConfig


Intel® System Support Utility (Intel® SSU)


https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-  


  • Open the application and click on "Scan" to see the system and device information
  • By default, Intel® SSU will take you to the "Summary View".  
  • Click on the menu where it says "Summary" to change to "Detailed View".  
  • To save your scan, click on "Next", then "Save".


Regards,


Victor G.

Intel Technical Support Technician  


LeiNade
Novice
6,628 Views

Thank you for the reply!

 

1. Is your system fully updated (drivers, BIOS, and OS updates)?

YES, It has been fully updated with Intel driver assist.

 

2. Do you have a graphics card installed on this system? If yes, please provide the model.

No, the only graphics card installed is the Intel Xe graphic comes alone with core i5-1145gre

 

3. When you mentioned that by uninstalling the Xe graphics driver you can prevent any crashes from happening, do you mean that you uninstalled the latest driver and then everything worked out as it was supposed to or do you mean that you not only uninstalled the driver but disable the Xe graphics as well?

That means switching back to Microsoft basic display driver (by uninstalling the driver in the device manager).

 

4. You mentioned that AMT has been configured, can you please share with us what steps you followed to configure it, if possible, if you followed a guide or a document you can share it with us or send the link where you get it from, if not you can let us know what the steps you took by just send them written in your next response.

Here is the video guide I followed to configure AMT:

Intel® vPro™ Platforms/Intel® Active Management Technology (Intel® AMT) Lab Setup Guide Video - YouTube

I also refer to this document:

https://www.intel.com/content/dam/www/public/us/en/documents/guides/amt-configuration-utility-user-guide.pdf

 

5. We will require the logs below from the affected system.

I will provide them afterward, thank you for your patience!

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LeiNade
Novice
6,626 Views

In terms of drivers for the Xe graphic:

I have tried installing the driver provided by Lenovo, the driver provided by Windows update, the driver provided by Intel® Driver & Support Assistant, and the latest BETA driver. However, all of them will lead to the igdkmdn64.sys BSOD.

By uninstalling the Xe graphic driver, the name of the device became "Microsoft basic display adapter". Remote desktop and SOL provided by AMT can work in this state without crashing the system. Booting into safe mode can also prevent Windows from crashing.

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Victor_G_Intel
Employee
6,594 Views

Hello LeiNade,


Thank you so much for your response.


We appreciate all the details provided. We will be waiting for the logs.


Best regards,


Victor G.

Intel Technical Support Technician  


LeiNade
Novice
6,579 Views

Greetings:

Here is the log from SSU.

I encounter some problems while trying to run the command "Acuconfig.exe /verbose /output console systemdiscovery". I have also uploaded the output of Powershell.

Thanks a lot!

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LeiNade
Novice
6,566 Views

Here is Acuconfig status and systemdiscovery as a file:

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Victor_G_Intel
Employee
6,521 Views

Hello LeiNade,


Thank you for posting on the Intel® communities.


Please let me review this information internally, and kindly wait for an update.


Once we have more information to share, we will post it on this thread.


Regards,


Victor G.

Intel Technical Support Technician  


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Victor_G_Intel
Employee
6,512 Views

Hello LeiNade,


To continue with our investigation can you please answer the questions below:


  1. Is your Lenovo Thinkedge SE30 the only system having this issue?
  2. Have you tested the same system with a non-LTSC OS? If not, would such a test be a possibility?
  3. What is the AMT version on the Lenovo Thinkedge SE30 and on the endpoint you were trying to connect while having issues?
  4. Are you using client control mode (CCM) or admin control mode (ACM)?
  5. How many endpoints form part of your environment?
  6. Did you ever test this while using Intel EMA? If yes, what is the current version you have tested?


Regards,


Victor G.

Intel Technical Support Technician  



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LeiNade
Novice
6,492 Views

Greetings, here is the answer to  the new questions:

 

1. Is your Lenovo Thinkedge SE30 the only system having this issue?

Sorry but I don't have any other vPro systems with Xe graphics available. I cannot do a crosscheck, therefore.

 

2. Have you tested the same system with a non-LTSC OS? If not, would such a test be a possibility?

Not yet, I will test it later.

 

3. What is the AMT version on the Lenovo Thinkedge SE30 and on the endpoint you were trying to connect while having issues?

The AMT version on SE30 is 15.0.10.1469. The system I am using to run the Intel® Manageability Commander is not vPro capable.

 

4. Are you using client control mode (CCM) or admin control mode (ACM)?

I am using admin control mode (ACM)

 

5. How many endpoints form part of your environment?

It is a testing environment so there's only SE30 and a system running the Intel® Manageability Commander.

 

6. Did you ever test this while using Intel EMA? If yes, what is the current version you have tested?

No, I have not tested EMA.

 

Thank you for your help!

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LeiNade
Novice
6,480 Views

I tried connecting an Nvidia RTX6000 to the SE30 with Thunderbolt and disabling the Xe Graphics in the device manager.

AMT remote desktop did not cause the SE30 to BSOD in this case. Once I enable the Xe Graphics, the BSOD will happen immediately.

I think this has proved that the Xe graphic driver may have compatibility issues with AMT.

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BrusC_Intel
Employee
6,449 Views

Hello, LeiNade.


Good day,


Thank you very much for all the information.


Please allow us to continue reviewing this and we will contact you back as soon as possible or in case more information is required.


Best regards,


Bruce C.

Intel Customer Support Technician


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MIGUEL_C_Intel
Moderator
6,433 Views

Hello, LeiNade,


We finished reviewing the logs and noted the following: The ACUconfig didn’t recognize properly the configuration.  The error message was: 

2023-04-06 11:38:14: Thread:8168(DETAIL) : ACU Configurator , Category: Status message Source: c:\buildagent\work\b66b95229891d8f9\products\scs\modules\amt\amtdiscovery\hecidiscovery.cpp : ConfServerDiscovery Line: 1302: AMT Status code - Essential data is missing from the AMT. (0xc0004a71)

2023-04-06 11:38:14: Thread:8168(DETAIL) : AMT Discovery, Category: HECI Discovery Source: c:\buildagent\work\b66b95229891d8f9\products\scs\modules\amt\amtdiscovery\hecidiscovery.cpp : ConfServerDiscovery Line: 1326: Exiting


Do you mind using the tool called:

Intel® Endpoint Management Assistant Configuration Tool (Intel® EMA Configuration Tool)

https://www.intel.com/content/www/us/en/download/19805/30485/intel-endpoint-management-assistant-configuration-tool-intel-ema-configuration-tool.html


Installation:

Double-click the MSI file and follow the prompts.

Run:

a-Open a command prompt as administrator (alternatively, you can run the tool from within Windows PowerShell*).

b-Navigate to the installation folder (default C:\Program Files (x86)\Intel\EMAConfigTool).

c-Run the command: EMAConfigTool.exe -filename XXXX –verbose


LeiNade, we encourage you to try Windows 10 Home or Pro versions instead of the IoT LTSC.


Regards,

Miguel C.

Intel Customer Support Technician


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LeiNade
Novice
6,395 Views

Greetings:

Thank you, I will try the command you mentioned later.

 

Interms of the OS: The Thinkedge SE30 comes with IOT LTSC as its default OS, and most of the drivers provided by lenovo are marked as " for Windows IoT 10 ".

I will try Win10 pro later and see if it helps.

 

Thank you for your help.

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LeiNade
Novice
6,319 Views

Greetings!

Here is the file outputted by EmaConfigTool with the command EMAConfigTool.exe --writejson --filename ema --verbose

Thank you for your help

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MIGUEL_C_Intel
Moderator
6,283 Views

Hello, LeiNade,


Thank you for sharing the output of the Intel® ECT tool.


I noticed the following and will appreciate your answer to the questions below:

From the log, the AMT configuration is 

Intel(R) Full AMT Manageability

MEProvisioningState: Provisioned

IsAMTProvisioned: True

IsAMTReadyForProvisioning: False

ControlMode: Admin

PKIDNSSuffix: Not Found


The admin mode provides the option to access the machine without user consent; this mode requires a third-party Certificate for Intel® AMT to validate the access.  The Certificate will include a PKI DNS suffix (usually the domain of the company) and needs to be added to the MEBx BIOS. 


1- Do you already have an Intel® AMT Certificate?

2- How many endpoints (end-user machines) are you planning to manage?

3- Please tell me how you provisioned the endpoint. Did you use any software?


Regards,

Miguel C.


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LeiNade
Novice
6,247 Views

Thank you for your help.

For me, disabling the Xe graphics driver and the AMT behaves as I would expect: Remote Desktop as well as SOL work properly. All I want to know is how to use Remote Desktop and SOL properly without disabling the Xe driver, and I think we're getting pretty far from that topic.

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MIGUEL_C_Intel
Moderator
6,210 Views

Hello, LeiNade,


We are sorry to hear about the issue.  Please allow me time to perform research.  I will provide an update soon.


Regards,

Miguel C.


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MIGUEL_C_Intel
Moderator
6,174 Views

Hello, LeiNade,


Thank you for waiting for my answer.


I reviewed the case with the engineering department of AMT and graphics; they have not seemed any errors with the graphics drivers or with AMT.  


The course of action to resolve the issue is the following:

Please contact Lenovo first; they are the system manufacturers and have access to custom drivers and chipset board firmware; they need to review if any PC settings are damaging the performance.  If you already have a Lenovo case number, please share it with us.


Regards,

Miguel C.


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LeiNade
Novice
6,147 Views

Understood, Thanks a lot for your help!

 

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