WudfRd driver won't load and Surface Pro 3 doesn't finish booting up

Sometimes my Pro 3 won't 'finish' booting up. I get the colored screen, I swipe it to go to my password login screen, it says Welcome and is collecting my settings and then I have my Start screen with my tiles but nothing will react either from touch, mousepad or MS wireless mouse. Can't get tiles to do anything, can't swipe screen in any direction, can even get power button to work. Have to do cold reboot. On 3rd Pro 3 already with this same issue (3rd unit since May) and freezing problem continues. This time the last thing that happened before last night's shutdown was an update. But other freezes happened without updates the day before. Only freezes at boot up. So event viewer said the following this morning at time of bootup. Not saying they are related but that's what was happening during failed bootup.

#1 Event/Warning

The driver \Driver\WudfRd failed to load for the device ACPI\MSHW0027\2&daba3ff&2.

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event"> - <System>   <Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9C205A39-1250-487D-ABD7-E831C6290539}" />   <EventID>219</EventID>   <Version>0</Version>   <Level>3</Level>   <Task>212</Task>   <Opcode>0</Opcode>   <Keywords>0x8000000000000000</Keywords>   <TimeCreated SystemTime="2014-11-13T15:01:55.189065900Z" />   <EventRecordID>11948</EventRecordID>   <Correlation />   <Execution ProcessID="4" ThreadID="156" />   <Channel>System</Channel>   <Computer>surface</Computer>   <Security UserID="S-1-5-18" />   </System> - <EventData>   <Data Name="DriverNameLength">25</Data>   <Data Name="DriverName">ACPI\MSHW0027\2&daba3ff&2</Data>   <Data Name="Status">3221226341</Data>   <Data Name="FailureNameLength">14</Data>   <Data Name="FailureName">\Driver\WudfRd</Data>   <Data Name="Version">0</Data>   </EventData>   </Event>

#2 Event/Warning


The driver \Driver\WudfRd failed to load for the device HID\MSHW0030&Col01\5&294f3b18&1&0000.

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event"> - <System>   <Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9C205A39-1250-487D-ABD7-E831C6290539}" />   <EventID>219</EventID>   <Version>0</Version>   <Level>3</Level>   <Task>212</Task>   <Opcode>0</Opcode>   <Keywords>0x8000000000000000</Keywords>   <TimeCreated SystemTime="2014-11-13T15:01:55.764772100Z" />   <EventRecordID>11956</EventRecordID>   <Correlation />   <Execution ProcessID="4" ThreadID="156" />   <Channel>System</Channel>   <Computer>surface</Computer>   <Security UserID="S-1-5-18" />   </System> - <EventData>   <Data Name="DriverNameLength">36</Data>   <Data Name="DriverName">HID\MSHW0030&Col01\5&294f3b18&1&0000</Data>   <Data Name="Status">3221226341</Data>   <Data Name="FailureNameLength">14</Data>   <Data Name="FailureName">\Driver\WudfRd</Data>   <Data Name="Version">0</Data>   </EventData>

 </Event>

#3 Event/Warning

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event"> - <System>   <Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9C205A39-1250-487D-ABD7-E831C6290539}" />   <EventID>219</EventID>   <Version>0</Version>   <Level>3</Level>   <Task>212</Task>   <Opcode>0</Opcode>   <Keywords>0x8000000000000000</Keywords>   <TimeCreated SystemTime="2014-11-13T15:01:55.764772100Z" />   <EventRecordID>11956</EventRecordID>   <Correlation />   <Execution ProcessID="4" ThreadID="156" />   <Channel>System</Channel>   <Computer>surface</Computer>   <Security UserID="S-1-5-18" />   </System> - <EventData>   <Data Name="DriverNameLength">36</Data>   <Data Name="DriverName">HID\MSHW0030&Col01\5&294f3b18&1&0000</Data>   <Data Name="Status">3221226341</Data>   <Data Name="FailureNameLength">14</Data>   <Data Name="FailureName">\Driver\WudfRd</Data>   <Data Name="Version">0</Data>   </EventData>   </Event>

November 13th, 2014 9:38pm

Hello NNNZZZ,

Do you mean that the bootup is freezing and you only can boot up sometimes?
Have you made any changes before this issue

Please update driver to latest version and check if this issue still exist.
You can follow the steps given in the link given below for reference.
Windows hangs or freezes
http://support.microsoft.com/kb/2681286

Best regards,
Fangzhou CHEN

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November 14th, 2014 12:52pm

I haven't made any changes, sort of. It's a Surface Pro 3 so I would have to purchase an external drive and get a boot up disk to follow those directions. Not something I was told I would need when I bought it. It's my 3rd Pro 3 since May cause the first one didn't turn on and the second one froze and this one was freezing more often but finally stopped for about a month till yesterday.

Each time it doesn't finish booting up is a different reason. This time the event viewer said this. Last time it looked like it was some driver for the Intel chip. I can't update drivers all the time. Cold reboot, research event viewer, track down driver and update it, etc. My update utility always says I have all the latest updates. Slightly confused about why I spend so much time having to take care of this Pro 3. I could update this driver and I wouldn't know if it fixed it or not cause it will just freeze for a different reason next time. 

Are there instructions somewhere to find out what version I have and what the latest version is? Where do I go to find that info? 

November 14th, 2014 5:02pm

would have to purchase an external drive and get a boot up disk to follow those directions. 

Just a big enough USB stick would be enough I think.

Are there instructions somewhere to find out what version I have and what the latest version is? Where do I go to find that info? 

What are you asking about?

For your current symptom you might get some more clues by doing a Find in msinfo32.exe for  HID\  both to try get more info about those problem devices and to see if there are any more detailed hits in the Windows Error Reporting section about them.  If you do, notice that although we can only use a Find Next command for it we can reverse the order of the items by clicking on the Time column header.  (So, you could find the latest hits by sorting Time descending.)  Another problem with the WER data from that source is that it is horribly formatted.  One thing that I do with them is use one of these TechNet forum Editors, e.g. capture a WER item with Ctrl-c and then open the HTML frame, paste the WER item in it and update it.  (Gets rid of a bunch of hex values that make the hit hard to read.)  It's possible that all you will find that way is just a different representation of the Event log entries that you have already found.  (E.g. data without XML formatting.)

HTH

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November 14th, 2014 11:33pm

Wow this is amazing. Here I am - just an everyday consumer buying a computer to use and they freeze (3 Surface Pro 3 units have done this) and MS support online, on the phone, at the store, Geek Squad - you name it - can not solve this so I, totally UN-techie learn about the event viewer and look to see what is happening at the time of the freeze and I find 3 references to something called WudfRd and I'm told by MS support to go to technet and I get an answer like this. All friends telling me to ditch the Surface and buy an Apple cause they say as a consumer I don't have to know anything. I just want to use Outlook a little, Word and Excel, maybe PowerPoint and do some online banking and such. I don't think with a brand new computer as a consumer I should be having conversations like this telling me to do stuff that it seems like someone with a college degree in computer science should be doing. I don't know what one single thing above means. I posted what I found, I was told to make sure I have the 'latest version", when I ask how to do that, the next persons asks me what I'm talking about. I'm just the consumer. I just want to use the computer to do some work. YOU are asking MEwhat I'm asking about. I am asking about what the other guy told me to do. This is way more than I bargained for when I bought a brand new computer. I don't want to do any of this and I don't think I should have to. It's brand new and I think the vendor should give me a computer that works after spending $1,200. This is unacceptable that I am even told to go here and have conversations way over my head. I"m just a consumer with a new computer that's hanging. And since it's the 3rd unit, I just can't do any more swapping out. It takes about 5 hours to set it up with all my settings and such. Guess I need to leave technet. This is way out of control for me. Gotta go shopping. 
November 15th, 2014 9:05pm

I'm told by MS support to go to technet 

Did you start with Surface Support?  I recently had a very helpful experience there.

Sorry I misinterpreted your presentation of Event log data as an indication that you might be interested in helping yourself.  I don't know exactly what they mean either and was just trying to suggest things that I would try if I was in your position.

 
Good luck

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November 16th, 2014 2:53am

Happy to write it again.

Bought a Surface Pro 3.

First unit broken out of the box.

Second one constantly freezing.

Third one freezing but less often.

Phone support only offered one choice - 1. do a cold reboot 2. check for updates (was always found completely updated 3. reset computer to factory settings without any warning that this means 4 to 5 hours of installing all my software apps and data and setting up all the settings I have done in all the apps and the computer and downloading the last few months of updates for a couple of hours (like all those July firmware updates for 8.1). Same amount of work similar to reinstalling an OS. So not willing to do it since I already set up the Surface Pro twice.

So on one freeze I went to the store and insisted they troubleshoot instead of offering me a new computer that I would have the pleasure of setting up again for several hours. The only thing they offer for help is uploading my data but that's the easiest part. So one guy troubleshooted (I insisted he look at the Event Viewer) and he said that he thought some Intel driver update was the issue so he reinstalled it.) Didn't freeze for almost a month. Froze the other day and I called MS Support and she got it going but I said I still wanted to look at Event Log to see what was happening at the time. I found the above but she said if I wanted help with that I had to go to Tech Net on my own. So that's what brought me here. Thought there might be some reasonable answer but frankly I don't as a new Surface customer who has given MS $1,200 I should be sitting here getting this techie and trying to be some sort of tech savvy expert. I'm just a consumer who wanted to buy and use a computer. This is just too extreme and I don't understand why I, the customer, is doing all of this. It just got way to techie and unacceptable. That last answer was way over my head and I think MS should start paying me, not me paying them. I gave them $1,200 and I expect a computer that works without all this mumbo jumbo. I don't feel they are standing behind their product. Someone goes to lawyer and what the lawyer does doesn't work but gets paid, I don't think the feedback should be "go figure it out yourself and read lawbooks and learn the law." I'm just a customer. I shouldn't even be on this forum but I have no where else to turn other than trading it in for an Apple product. I always found them too expensive but now I can begin to see where the savings is. Any friends I have who own one never had to do anythingl They certainly don't do techie trouble shooting on my own. I just wanted to know why this driver wouldn't load and frankly I shouldn't even be doing that. MS should be doing that. 

So "my position" is I'm a non techie customer with a brand new computer that isn't reliable and the vendor won't stand behind it other than swapping it out for the 3rd time, leaving me with hours of set up work.

THAT'S the position I'm really in. 

November 16th, 2014 8:59pm

So "my position" is I'm a non techie customer with a brand new computer that isn't reliable and the vendor won't stand behind it other than swapping it out for the 3rd time, leaving me with hours of set up work

Unfortunately that's the way it has been designed.  You can shorten the "set up work" by creating your own backup and recovery mechanisms but that's not something a "non techie customer" is going to be able to do without at least being willing to learn something about the OS and backup and recovery in general.

C.f.
http://www.eightforums.com/tutorials/3610-refresh-windows-8-create-use-custom-recovery-image-18.html

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November 17th, 2014 8:33pm

Still doesn't answer the problem. I have all my data backed up. It's setting up the personal settings. On my XP machine I did regular image backups but that's for when a hard drive crashes. Pro 3 is SSD (solid state drive) so if  "something" (software) is making it freeze then reinstalling the image will only reinstall the problem. So unless there's a magic way (which everyone and their mother has been waiting for and I'm told by MS themselves it's still does not exist cause it's not possible to do yet) to back up 'personal settings" (Office quick toolbar, customized ribbon, which icons on the desktop and where, Outlook email accounts filled in with particulars, layouts, which programs for defaults, preferences in browsers and all programs, which icons on taskbar, which live tiles and placement, etc., etc., etc., then it's not really possible to just quickly reinstall from a factory reset. And if there is a way, MS tech support doesn't know about it and can't help backing it up before resetting your computer.

Problem is tech support relies on the personal experience of the support person I was officially told more than once! There is NOT a central database of solutions others have found. I hit ONE magic person the other day that told me what to do when it freezes and it's none of the things the other 5 months of people told me and chances are that the last two Surface Pro's weren't broken after all and all the time I spent setting up computer #2 and #3 might all have been a waste and the 40+ hours I have spent on the phone, on forums, trying to dig into the bowels of the computer where no tech support person was willing (or able) to go might all have been a waste. Last freeze was solved with one click. And no one here seems to know either. I see just now, by Googling, that on another forum that finally on Nov 3rd someone gave the answer. So now 2 people know the answer. That's not very many for a company as large as MS. None of the techies at the store knew either. But tons of guessing at the other forums as well. Sad. 

I've stuck with the Pro 3 cause it's a different form factor, otherwise it would have been out the door months ago. My 2 friends who run IT support depts at large companies (2k - 10k employees) already advised their companies to avoid the Pro 3 cause of my suffering since they said they would be swamped with employee trouble tickets if they were to buy them and that was just from them hearing about my suffering. Was at store Sat and Apple was packed to the walls and the MS store had at least 8 or 9 salespeople with nothing to do. Sat afternoon after Black Friday at a Mall during Christmas rush. Very unfortunate but I can see why. If I had already owned a tablet I would never have bought this. I only did cause I was facing having to buy a new laptop and a first time tablet at the same time. Still wondering if it was worth it. Gets real hot as well with everything closed but MS Sudoku. I tried that and Spider solitaire just to test since I heard of overheating during gaming. No keyboard attached. Just a tablet with one card game open and the fan has to run non-stop and it's only the i5. I avoided the i7 cause of the overheating I heard. That's what I get for breaking my rule of never being an early adopter. My bad. Learned my lesson.  

December 1st, 2014 4:31pm

Just Googled and found answer on another forum but thanks anyway. 

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December 1st, 2014 4:32pm

Also for answer above. I would think that if this is my 3rd unit that implies I'm sticking by MS as a loyal customer instead of just returning it and heading on over to Apple. So I believe that if I go into the store over and over with this problem, then the support people there should do the back up thing above on my behalf and then do their thing. Why should I learn about the OS? 

I hope you realize that that is no different than telling a buyer of a new car that is under warranty and only 5 months old that since it's having start up problems it's the responsibility of the buyer to learn how an engine works. So that means I should not buy a bicycle, motor bike, lawn mower, car, food processor, microwave, stove, oven, lamp, TV or cell phone unless I'm willing to learn how they work. I'd have to live in a log cabin off the grid if I can't buy anything without knowing how it works. Doesn't make sense and shouldn't be an answer. We would never accept such responses from our new car dealer if a brand new car had trouble starting up properly. I don't WANT to know how a computer works and I don't want to know how a car works. I just want to use them. 

December 1st, 2014 4:53pm

Hello NNNZZZ,

Thanks for your feedback.
I am glad to hear that the issue is resolved.

Actually, we have tried to research and test on this issue but are lack of the similar environment.
I apologize for not solving this issue in time.

Best regards,
Fangzhou CHEN

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December 4th, 2014 4:27am


Actually, we have tried to research and test on this issue but are lack of the similar environment.
I apologize for not solving this issue in time.

Best regards,
Fangzho

February 17th, 2015 8:51am

Fangzhou Chen 

You might want to go here https://justgetflux.com/faq.html to find the answer. Do cntl F for Find and type in the word - freezing. 

It talks about the Intel chip driver having issues for 8.1

Part of what it says is:

Early-2014 Intel HD Windows 8.1 drivers have some bugs that give problems with f.lux, and you may not have the latest one (Surface Pro 3 does not as of September 2014).

Well, there ya go. See, it's always "Joe Public" who answers my questions. Never official tech support. And, it's happened maybe 5 times over the years, MS tech support isn't willing to search forums for answers, bring them in-house, test the answers, and then offer them as official. They leave the public to fend for themselves and help each other. That's so sad.

I hope you can begin to appreciate what the consumer is saying. The Surface Pro 3 design is so superior to anything else out there - light years ahead and a real, real game changer but dealing with the vendor is so over-the-top painful it's just not worth it. That's why when I go to the Mall to the MS store for help and as I walk by the Apple store, 2 doors down, to get there I see the place packed with 5 customers for every Apple employee and in the MS store I see 3 or 4 employees for every customer. And that's with the entire Super Bowl packed with commercials and showing the Pro 3 used on the field. The really need to ask themselves what's wrong with this picture. None of these answers are acceptable, as TheZar states. You don't need to re-enact the situation. You need to do what the rest of us do - we Google and read forums till we find an answer cause we don't have the luxury of just ignoring it and letting it go. We sit here dependent on our computers to make a living and can't just callously ignore it and say "oh sorry, couldn't recreate the situation." We need to keep going so we have perseverance that MS doesn't seem to possess. MS needs to rethink their support and ask themselves why the Pro 3 isn't flying off the shelf cause it should be. It's a great idea but the implementation has been lackluster. 


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February 17th, 2015 11:19am

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