SYSTEM_SERVICE_EXCEPTION (ks.sys)

Hello,

I am on a desktop computer, Alienware Aurora R4, and I am trying to upgrade to the latest insider build 10547.  It gets to installing drivers, about 32% complete, then I get a BSOD:

SYSTEM_SERVICE_ERROR (ks.sys)

After a bit of searching I have done the following:

  • Disabled my webcams
  • Removed 2 physical drives
  • Uninstalled Webcam Central software
  • Run sfc /scannow
  • Run chkdsk /f
  • Run DISM.exe /Online /Cleanup-image /Restorehealth

Unfortunately none of the above has worked, and I am at my wit's end. If someone could help me with finding and posting some type of log or dump file to tell me exactly what is going on, I would appreciate it.  I am stuck on build 10525, and the computer restarts every night trying to install 10547.

If not, then how bad would it be to stop receiving insider builds and just wait for normal updates?  Will I revert to the buggy pre-10525 release?

 

Question Info


Last updated December 14, 2019 Views 4,920 Applies to:

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We do need the actual log files (called a DMP files) as they contain the only record of the sequence of events leading up to the crash, what drivers were loaded, and what was responsible.  


Please follow our instructions for finding and uploading the files we need to help you fix your computer. They can be found here
If you have any questions about the procedure please ask

Cat herder
Windows Insider MVP
MVP-Windows and Devices for IT
http://www.zigzag3143.com/

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EDIT:  Found the file MEMORY.dmp in the Windows root directory. C:\Windows  Link is below

http://1drv.ms/1OJtCLW

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@ZigZag3143: Have you had a chance to look at the memory dump yet?  I am eager to upgrade...
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HI,

BugCheck 3B, {c0000005, fffff801150917c0, ffffd000e76abd40, 0}

*** ERROR: Module load completed but symbols could not be loaded for OA002Afx.sys
Page 116ba8 not present in the dump file. Type ".hh dbgerr004" for details
Probably caused by : ks.sys ( ks!guard_dispatch_icall_nop+0 )

ks.sys is a Windows component which means something else drove it into Fault.

From the stack OA002Afx,sys dates 8/06/2007 Advanced Audio FX Driver (64-bit) Creative Technology Ltd.

ffffd000`e76ac768 fffff801`150b6601 : 00000000`000007ff ffffd000`e5dea000 00000000`00000560 00000000`00000801 : ks!guard_dispatch_icall_nop
ffffd000`e76ac770 fffff801`170cd3d5 : 00000000`00000000 fffff803`5576e290 00000000`00000000 fffff803`5576dc08 : ks!DispatchCloseCore+0x49
ffffd000`e76ac7a0 fffff801`170cd539 : 00010101`011fffff 00002000`00000003 00000000`00000010 ffffd000`ea9c6180 : OA002Afx+0x2d3d5

BiosVendor = Alienware
BiosVersion = A11
BiosReleaseDate = 11/26/2013 <-- BIOS
SystemManufacturer = Alienware
SystemProductName = Aurora-R4

BaseBoardManufacturer = Alienware
BaseBoardProduct = 07JNH0
BaseBoardVersion = A02

1. Check with Alienware and Crreative - update the BIOS, chipset, and the major
on-board and separate device drivers (including the Creative driver - 2007 is
very old in computer time (see driver update methods below).

Alienware - Support - Drivers and Downloads
http://support.dell.com/support/topics/global.aspx/support/alienware_support/alienware_support?s=dhs

Alienware - Community Forum - Club
http://en.community.dell.com/owners-club/alienware/default.aspx

2. Check ATI Support, their on-line documentation and drivers, and ask in their
forums about any known issues (see driver update methods below).

Get the Catalyst Drivers here
http://game.amd.com/us-en/drivers_catalyst.aspx

ATI - Forums
http://forums.amd.com/game/categories.cfm?catid=260&forumid=11

ATI - Support and Drivers
http://support.amd.com/us/Pages/AMDSupportHub.aspx

3. Run the memory tests (see methods below).

4. As needed use ALL the methods in the troubleshooters below.

5. After ALL the above if needed run DriverVerifier to see if it can indicate a
CAUSE (see DriverVerifier methods below).

-----------------------------------------------------------

Troubleshoot blue screen errors
http://windows.microsoft.com/en-us/windows-10/troubleshoot-blue-screen-errors

BCCode: 3b    0x0000003b

Try removing and reseating all cards, memory, and cables (both ends when possible) - actually remove and replace - do not just snug (on a PC) and clean out the dust bunnies and vents. On a laptop about all that can be done is reseat the memory and clean the vents. (Of course  remove ALL power prior to opening the case.)

BCCode: 3b    0x0000003b  <-- read this link
http://www.faultwire.com/solutions-fatal_error/SYSTEM-SERVICE-EXCEPTION-0x0000003B-*1074.html


Bug Check 0x3B: SYSTEM_SERVICE_EXCEPTION  <-- read this link

http://msdn.microsoft.com/en-us/library/ff558949(v=vs.85).aspx


==================================================

This utility makes it easy to see which versions are loaded :

Run DriverView - set VIEW to Hide Microsoft drivers - update those without
Dump in their names (and update BIOS and chipset).

DriverView - Free - utility displays the list of all device drivers currently loaded
on your system. For each driver in the list, additional useful information is
displayed: load address of the driver, description, version, product name,
company that created the driver, and more.
http://www.nirsoft.net/utils/driverview.html
 
For Drivers check System Maker as fallbacks and Device Maker's which are the
most current. Control Panel - Device Manager - Display Adapter - write down
the make and complete model of your video adapter - double click - Driver's
tab - write down the version info. Now click UPdate Driver (this may not do
anything as MS is far behind certifying drivers) - then Right Click - Uninstall -
REBOOT this will refresh the driver stack.

Repeat that for Network - Network Card (NIC), Wifi, Sound, Mouse and Keyboard
if 3rd party with their own software and drivers and any other major device drivers
you have.

Now go to System Maker's site (Dell, HP, Toshiba as examples) (as rollback) and
then Device Maker's site (Realtek, Intel, Nvidia, ATI as examples) and get their
latest versions. (Look for BIOS, Chipset, and software updates at System Maker's
site while there.)

Download - SAVE - go to where you put them - Right Click - RUN AD ADMIN -
REBOOT after each installation.

Always check in Device Manager - Drivers tab to be sure the version you are
installing actually shows up. This is because some drivers rollback before the
latest is installed (sound drivers particularly do this) so install a driver - reboot
- check to be sure it is installed and repeat as needed.

Repeat at Device Makers - BTW at Device Makers DO NOT RUN THEIR SCANNER -
heck manually by model.

Manually look at manufacturer's sites for drivers - and Device Maker's sites.
http://pcsupport.about.com/od/driverssupport/ht/driverdlmfgr.htm

  

====================================================

Memory tests do not catch all errors such as mismatched memory (possible even
for sticks that appear to be identical) and when faster memory is placed in system
behind slower memory. So it is best to also swap sticks in and out to check for
those even if all memory tests fail to show a problem.

To test RAM check here - let it run 4+ hours or so.  <-- best method
www.memtest.org

MemTestX86 - Test RAM With
http://www.tenforums.com/tutorials/14201-memtest86-test-ram.html

For the Windows Memory Diagnostic Tool.

Type in Cortana's search box ->  Windows Memory Diagnostics 
at top of list - click it. in Windows 8/8.1/10 the name is "Windows Memory
Diagnostic".

================================================

After doing ALL the updates you can, and if the issue continues, then run
DriverVerifier. (Remember to use the Windows 8/8.1 methods posted at the
top of the original reply above.)

Driver Verifier can help find some BSOD issues :

Using Driver Verifier to identify issues with Windows drivers for advanced users
http://support.microsoft.com/kb/244617

How To Troubleshoot Driver Problems in Windows Vista or 7. (8/8.1 and 10
are essemtially the same).
http://www.winvistaclub.com/t79.html

Using Driver Verifier
http://msdn.microsoft.com/en-us/library/ff554113(v=VS.85).aspx

How to use Windows Driver Verifier Manager to Troubleshoot & Identify Driver
Issues
http://www.youtube.com/watch?v=_VwIDD9xngM



Driver Verifier
http://www.techsupportforum.com/2110308-post3.html

Using Driver Verifier
http://www.faultwire.com/solutions/using_driver_verifier.php

You can disable Driver Verifier
http://support.microsoft.com/kb/244617

WINKEY + X - RUN - type in -> verifier /reset      hit enter to disable

Use BlueScreenView to see if there is a driver specified in the error message.
Also check with MyEventViewer at the time of the BlueScreen.

If DriverVerifier creates a minidump upload it and post the link here so we can
analyze it.

Hope this helps.
--------------------------------------------------------------------------------------------
Rob Brown - Microsoft MVP <- profile - Windows Experience : Bicycle - Mark Twain said it right.

Rob Brown - Microsoft MVP - Windows and Devices for IT 2010 - current
Windows Insider MVP 2016 - current

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That was a lot to do.  MemtestX86 ran without any errors, I also used Windows Memory Diagnostic just in case, again, no issues. 32GB DDR3.

Removed the Creative AudioFX driver, not needed.  Removed my Realtek driver, rebooted, let Windows install it's own.  Nothing is overclocked, removed the AMD video driver, rebooted, let Windows install it's own. removed all USB devices, and two physical hard drives. rebooted, tried again.

I do not understand what I should do with driver view.

Ran driver verifier, selected ks.sys, rebooted, nothing happened.....what should happen with it?

When I ran BlueScreenView, the memory dump I uploaded is from August 3rd, and I can find no other dump files on my machine.

Here is when the BSOD happens:

Download update, install, it says to restart.

I restart, it copies files, then reboots itself

It then gets to 32%, and boom, BSOD

I am not in Windows when the BSOD happens. I cannot find any dump files anywhere other then the old one I uploaded.  My machine is configured to generate them, as outlined here.

I am a truck driver, not a tech, so if anyone wants to log into the machine and help, feel free. 

I cannot stop receiving insider builds for some reason. It just gives me a dialog that has a link to help online that tells me to press the button, which I have done, repeatedly. I cannot roll back, Windows automatically removed the old version of the files.

Can I put 10547 on a DVD, boot from that DVD and install?

Will I continue to get updates other than just definitions?

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Hi,

Run DriverView - set VIEW to Hide Microsoft drivers - update those without
Dump in their names (and update BIOS and chipset). So you do nothing with
ks.sys as it is not the real cause of the issue (it will not be in the driverview list
after you do the bold).

Be sure to work with Alienware Support and their forums as this may be a known
issue.

Stop receiving insider builds <-- this shows how to stop build and the last line
indicated what to do if they will not stop.
http://windows.microsoft.com/en-hk/windows-10/stop-receiving-builds

You definitely do not need to be running Insider Builds which will often be unstable.

Rob - SpiritX


Rob Brown - Microsoft MVP - Windows and Devices for IT 2010 - current
Windows Insider MVP 2016 - current

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I have let Windows update all the drivers for my system that have updates available. I have no idea what is causing ks.sys to error out.
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Hi,

Using Windows Updates is not the way to resolve this issue. Please start at
the top of the troubleshooter I posted and use ALL 5 steps exactly as listed.

Or you will need to seek the help of a real computer shop (one that does its
own in-shop service).

Rob - SpiritX




Rob Brown - Microsoft MVP - Windows and Devices for IT 2010 - current
Windows Insider MVP 2016 - current

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Thank you for your time, I really do appreciate it. 

I have two new dump files for you, in one zip file. These were created by Verifier.

https://onedrive.live.com/redir?resid=2CC3AB26986E92F5!2714&authkey=!AN_r8mLbwMVV2Wo&ithint=file%2czip

EDIT:  I removed Process Hacker (A task manager) but this did not fix the issue. No other drivers caused Verifier to blue screen.

I have since updated all drivers, including Realtek, from the manufacturer's site and from Dell. From what I can tell, there is no known issue on the forums that causes this, I even tried just searching Google again.  

Still not able to install 10547, and it doesn't generate a dump file when it blue screens during the upgrade process.

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HI,

That links ends in a "Something is wrong here" from Billink.

Rob - SpiritX
Rob Brown - Microsoft MVP - Windows and Devices for IT 2010 - current
Windows Insider MVP 2016 - current

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