Getting unexpected system shutdowns since installing VirtualHere for SteamLink

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tobias.spaltenberger
Getting unexpected system shutdowns since installing VirtualHere for SteamLink

Since installing VirtualHere on December 6th my computer has been shutting down unexpectedly several times. Before installing VirtualHere, I did not have that problem. Now, it appears to be happening when my computer goes to sleep after I had a longer Steam Link session where I use VirtualHere to pass through the input of my T.16000M FCS HOTAS to Elite: Dangerous.

The event log shows an event ID 1001 from the source BugCheck every time this has happened with the following even details:

The computer has rebooted from a bugcheck. The bugcheck was: 0x0000009f (0x0000000000000003, 0xffff9589528ffc40, 0xfffff801efd277f0, 0xffff9589568f4b80). A dump was saved in: C:\WINDOWS\MEMORY.DMP. [...]

Looking into the dumps created by bugcheck with WinDBG points toward the VirtualHere driver (please mind, I'm no expert with this, so I might be mistaken):

*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************
Use !analyze -v to get detailed debugging information.
BugCheck 9F, {3, ffff9589528ffc40, fffff801efd277f0, ffff9589568f4b80}
Implicit thread is now ffff9589`5a57c040
Page 40f03c not present in the dump file. Type ".hh dbgerr004" for details
Probably caused by : UsbHub3.sys ( UsbHub3!HUBMISC_WaitForSignal+b9 )
Followup: MachineOwner
---------

kd> !analyze -v
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************
DRIVER_POWER_STATE_FAILURE (9f)
A driver has failed to complete a power IRP within a specific time.
Arguments:
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: ffff9589528ffc40, Physical Device Object of the stack
Arg3: fffff801efd277f0, nt!TRIAGE_9F_POWER on Win7 and higher, otherwise the Functional Device Object of the stack
Arg4: ffff9589568f4b80, The blocked IRP
[...]

Taking Arg2 to look at the PDO, this points to the VirtualHere USB driver (vhusb3hc):
kd> !devstack ffff9589528ffc40
!DevObj !DrvObj !DevExt ObjectName
ffff9589534efe20 \Driver\USBHUB3 ffff9589527f55d0
> ffff9589528ffc40 *** ERROR: Module load completed but symbols could not be loaded for vhusb3hc.sys
\Driver\vhusb3hc ffff9589529014c0 USBPDO-1
!DevNode ffff958952759bf0 :
DeviceInst is "USB\ROOT_HUB30\1&2b53a856&0&0"
ServiceName is "USBHUB3"

If needed, I can provide the dump or the minidump for further analysis.

Kind regards,
Tobias

Michael
.

Hi Tobias,

Thanks for the detailed log. If possible can you email the memory.dmp or the minidump to mail@virtualhere.com and ill take a look.

The crash is happening in the microsoft USB 3 Hub driver, which the virtualhere driver uses. Could you try something

1. Use the HOTAS via virtualhere, bring up windows device manager, look for the HOTAS stick and right click and select Properties.
2. Is there a "Power Events" tab? If so can you UNcheck "Allow this computer to turn off the device"

tobias.spaltenberger
.

Hi Michael,

thanks for your reply. I've sent you the minidump.

Regarding your workaround:

When I checked the device manager, I was not able to determine which device the HOTAS was because its name was not listed. But when I looked in the "Devices and Printers" control panel, both the stick and the throttle appeared. Both devices appear to consist of two drivers, a HID-compliant game controller and a USB Input Device. The HID-compliant game controller did not have the Power Events tab, but I was able to uncheck the setting you mentioned in the driver for the USB Input Device. I will now test and report back if it made any difference.

Cheers,
Tobias

tobias.spaltenberger
Hi Michael,

Hi Michael,

a quick update: after changing the energy settings, using the Steam Link and the HOTAS a little and then leaving the computer to sleep last night, when I went to check this morning, the computer was shut down again with the same bug check eventlog entries and a new memory dump...

tobias.spaltenberger
Hi,

Hi,

since I'm still having this problem - did you get the memory dump and is there anything you can say about these crashes?

Cheers,
Tobias

Michael
.

Hi Tobias, sorry for the delay i was away and got back a few days ago and had to do some high priority issues. Anyway i did get the dump and i took a look and its likely not fixable. The reason is because its happening in a driver not directly part of virtualhere and also that no other customer has this issue. So at this time i think its specific to your computer. I think you should if possible reinstall windows or at least try repairing windows. The error is in the Microsoft USB 3.0 Hub driver when the computer tells it to go to sleep it is not responding and going to sleep within a certain timeperiod.

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