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Stop error 0x0000003B when a client computer uses multiple monitors that have different DPI/PPI settings

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Symptoms

Assume that you're using a computer that's running Windows 8.1 or Windows Server 2012 R2 and that uses multiple monitors. If the monitors have DPI/PPI settings that differ from one another, you may receive a Stop error message that resembles the following:

****STOP 0x0000003B (parameter1parameter2parameter3parameter4) SYSTEM_SERVICE_EXCEPTION (3b)

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Cause

This problem occurs because of an issue in Win32k. The driver makes an incorrect assumption that all the cursors are the same type. When certain cursor events are triggered, the Stop error may occur.

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Resolution

Hotfix information

A supported hotfix is available from Microsoft Support. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, go to the following Microsoft website:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must be running Windows 8.1.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any previously released hotfix.

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File information
The English (United States) version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.









Windows 8.1 and Windows Server 2012 R2 file information and notes

Important Windows 8.1 and Windows Server 2012 R2 hotfixes are included in the same packages. However, only "Windows 8.1" is listed on the Hotfix Request page. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 8.1" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, milestone (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table.

    VersionProductMilestoneService branch
    6.3.960 0.17 xxxWindows 8.1 and Windows Server 2012 R2RTMGDR
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows 8.1 and Windows Server 2012 R2" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 8.1
File nameFile versionFile sizeDateTimePlatform
Win32k.ptxmlNot Applicable4,21321-Aug-201323:39Not Applicable
Win32k.sys6.3.9600.170843,498,49628-Mar-201406:41x86
For all supported x64-based versions of Windows 8.1 and Windows Server 2012 R2
File nameFile versionFile sizeDateTimePlatform
Win32k.ptxmlNot Applicable4,21322-Aug-201306:44Not Applicable
Win32k.sys6.3.9600.170844,191,74428-Mar-201406:41x64
Wow64_win32k.ptxmlNot Applicable4,21321-Aug-201323:39Not Applicable
For all supported ARM-based versions of Windows 8.1
File nameFile versionFile sizeDateTimePlatform
Win32k.ptxmlNot Applicable4,21321-Aug-201323:33Not Applicable
Win32k.sys6.3.9600.170843,078,65628-Mar-201406:41Not Applicable

Additional file information

Additional file information for Windows 8.1

Additional files for all supported x86-based versions of Windows 8.1
File nameX86_dffe0cecb9b1712e572b1802e66ff81c_31bf3856ad364e35_6.3.9600.17084_none_c92f7b087e7011c6.manifest
File versionNot Applicable
File size694
Date (UTC)30-Mar-2014
Time (UTC)01:27
PlatformNot Applicable
File nameX86_microsoft-windows-win32k_31bf3856ad364e35_6.3.9600.17084_none_4d9321c7b620812a.manifest
File versionNot Applicable
File size125,412
Date (UTC)28-Mar-2014
Time (UTC)14:14
PlatformNot Applicable
Additional files for all supported x64-based versions of Windows 8.1 and Windows Server 2012 R2
File nameAmd64_1e8ebce65c3a3befb8d7f9dc67743736_31bf3856ad364e35_6.3.9600.17084_none_f3c5e8701bc947ba.manifest
File versionNot Applicable
File size698
Date (UTC)30-Mar-2014
Time (UTC)01:38
PlatformNot Applicable
File nameAmd64_d7c30b59dcaca9b6166730ab5bbb3281_31bf3856ad364e35_6.3.9600.17084_none_5431d0af6a701ef4.manifest
File versionNot Applicable
File size698
Date (UTC)30-Mar-2014
Time (UTC)01:38
PlatformNot Applicable
File nameAmd64_microsoft-windows-win32k_31bf3856ad364e35_6.3.9600.17084_none_a9b1bd4b6e7df260.manifest
File versionNot Applicable
File size125,416
Date (UTC)29-Mar-2014
Time (UTC)02:54
PlatformNot Applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.3.9600.17084_none_b406679da2deb45b.manifest
File versionNot Applicable
File size124,683
Date (UTC)28-Mar-2014
Time (UTC)14:13
PlatformNot Applicable
Additional files for all supported ARM-based versions of Windows 8.1
File nameArm_9b601bdeabd3678e475974ac0242b906_31bf3856ad364e35_6.3.9600.17084_none_afe6df08cd0c6ebd.manifest
File versionNot Applicable
File size694
Date (UTC)30-Mar-2014
Time (UTC)01:27
PlatformNot Applicable
File nameArm_microsoft-windows-win32k_31bf3856ad364e35_6.3.9600.17084_none_4d95941fb61d9ff0.manifest
File versionNot Applicable
File size125,412
Date (UTC)28-Mar-2014
Time (UTC)09:07
PlatformNot Applicable

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Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

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References

Learn about the terminology that Microsoft uses to describe software updates.

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Keywords: kb, kbautohotfix, kbqfe, kbhotfixserver, kbfix, kbexpertiseinter, kbsurveynew, kbbug

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Article Info
Article ID : 2956509
Revision : 1
Created on : 1/7/2017
Published on : 5/14/2014
Exists online : False
Views : 228