Solved!
Go to SolutionLatitude 7350 - System Service Exception on log in with keyboard attached
I have a new Lati 7350 2:1. I recently had a Win 8.1 install and pulled down all the available windows security and optional OS updates.
Issue: When I boot the PC into Windows login screen - I will always go blue screen to a "System Service Exception" if I log in WITH keyboard attached.
If I detach the keyboard I am able to log in and reattach the keyboard.
Has anyone seen this issue before? I am able to reproduce this 100% of the time.
I didn't have a restore point set up prior to the updates. I tried to manually uninstall all updates but it did not work.
Any driver updates for the keyboard?
DELL-Ravi Ch
Moderator
•
7112 Posts
4361
0
Posted May 10th, 2015 23:00
Hi olsonpaw,
There may be a driver’s conflict on your system. I’d suggest that you update BIOS and chipset driver on your computer to check for issue resolution. Please enter your service tag # on the link below, then download the BIOS from BIOS section and chipset from chipset section onto the system and install it.
In addition, please follow the steps mentioned below to run the diagnostics.
- Open the link http://dell.to/14YjKb2
- Click on Simple tab
- Select ‘Blue Screen Analyzer’.
- Click on ‘Run Diagnostics’ button.
Let me know the results.
sr12goodman
7 Posts
4361
0
Posted May 12th, 2015 08:00
I'd be interested if a fix is found I'm seeing the exact same problem. I've applied the first round of Windows 8.1 patches and after rebooting I can no longer sign into any accounts while attached to the keyboard. There was an ALPS driver applied during the first round that I let update, I wonder if that might be the cause?
I had updated everything I could, but it never worked. I don't see this driver on Dell.com, so interesting that it is coming via MSFT patch. I don't know what functionality it provided (other than Blue Screen) because all the touch gestures seem to work just fine.
sr12goodman
7 Posts
4361
0
Posted May 13th, 2015 05:00
Thanks for the update, I did find that if you take the tablet off of the keyboard like you specified and then sign into your account and keep updating the optional patches there is another patch later that likely fixes this issue as well. It is now working again without having had to uninstall the ALPS driver. I'm still applying the rest of the updates so we'll see what happens when they've all been applied.
sr12goodman
7 Posts
4361
0
Posted May 13th, 2015 05:00
I spoke too soon, as I just restarted the computer from the next round of updates...it BSOD again. SO it looks like I'll be uninstalling the ALPS driver now.
sr12goodman
7 Posts
4386
0
Posted May 14th, 2015 05:00
I uninstalled the ALPS driver as talked about above that didn't help the problem. I'll try and reload the BIOS again I guess. The BSOD only occurs when you're docked on the keyboard and logging into your profile. If you detach the keyboard it works fine when you sign in. Then you can re-dock and it still works fine.
olsonpaw
10 Posts
4361
1
Posted May 12th, 2015 15:00
You are correct. It is the Alps Driver. This is coming from Windows Update. Uninstall and you are good to go.
Dell Support: Windows Update wants to install this driver:
Alps - Pointing Drawing - Alps I2C HID Device
Download size: 15.9 MB
You may need to restart your computer for this update to take effect.
Update type: Important
Alps Pointing Drawing software update released in April, 2015
More information:
sysdev.microsoft.com/.../default.aspx
Help and Support:
support.microsoft.com/select