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System crashes after you restart or wake up the computer in Windows 8.1 or Windows RT 8.1

View products that this article applies to.

Symptoms

Consider the following scenario:

  • You set up a Windows image file (WIM file) that is larger than 4 gigabytes (GB) on a device that is running an x86-based version of Windows 8.1 or Windows RT 8.1.
  • You plug a power cord into the device.
  • You enable BitLocker Drive Encryption to encrypt the data of the device.
  • You put the device into sleep mode.
  • You try to restart or wake up the device.
In this scenario, the system crashes.

Note This issue does not occur if the device encryption finishes.

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How to obtain this update or hotfix

To prevent this issue, we have released an update rollup and hotfix for Windows 8.1 or Windows RT 8.1.

To resolve this issue if the issue already occurs, follow these steps .

Before you install this hotfix, check the prerequisites of the hotfix.

The update rollup fixes many other issues in addition to the issue that the hotfix fixes. We recommend that you use the update rollup. The update rollup is larger than the hotfix. Therefore, the update rollup takes longer to download.

Method 1: Windows Update for Windows 8.1

This update is available from Windows Update.

Notes
  • This update is provided as an important update.
  • If you select the Install updates automatically (recommended) Windows Update setting, this update is installed automatically.
  • If you select other Windows Update settings, we highly recommend that you install this update through Windows Update immediately.

Method 2: Update Rollup

The following update rollup is available.

For Windows 8.1 and Windows RT 8.1

Get update rollup 2995388

Method 3: Hotfix for Windows 8.1

A supported hotfix is available from Microsoft. 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 this specific problem.

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, submit a request to 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, visit 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 install this hotfix, you must first install update 2919355 in Windows 8.1. For more information, click the following article number to go to the article in the Microsoft Knowledge Base:

2919355 Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 Update April, 2014

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You may have to restart the computer after you install this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

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More Information

How to resolve this issue if the issue already occurs

The system will prompt you for a BitLocker recovery key. If you do not have a recovery key, see BitLocker recovery keys: Frequently asked questions.

The message that you receive resembles the following screen shot.

Screen shot of BitLocker recovery key: FAQ

Pre-installation steps

Follow these steps before you install the hotfix or the update:
  1. Enter the correct BitLocker Recovery Key, and then click Continue.
  2. Click Advanced Options.

    The "Automatic Repair" screen resembles the following screen shot.

    The screen shot of the

  3. Click Troubleshoot.

    The "Choose an option" screen resembles the following screen shot.

    Screen shot of

  4. Click Advanced Options.

    The "Troubleshoot" screen resembles the following screen shot.

    Screen shot of

  5. Click Command Prompt.

    The "Command Prompt" screen resembles the following screen shot.

    Screen shot of

  6. Select the account to run, and then enter the password.
  7. In a Command Prompt window, type manage-bde –off c:, and then press Enter.
  8. Check the decryption process by using a manage-bde –status c: command.
  9. When the value of "Conversion Status" becomes Fully Decrypted, type exit to go back to the menu in step 3.
  10. Click Continue to restart the computer.
  11. Install the hotfix or the update that is described in the "How to obtain this update or hotfix" section.
  12. Manually enable device encryption. To do this, follow these steps.
    1. Swipe in from the right edge of the screen, and then tap or click Settings.
    2. On the PC settings menu, tap or click click PC and devices.
    3. On the PC and devices menu, tap or click PC info.
    4. In the Device encryption area under "Device encryption is off," click Turn on.
For more information about software update terminology, click the following article number to go to the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates.
File information
The global 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 file information and notes

Important Windows 8.1 hotfixes and Windows Server 2012 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 8.1/Windows Server 2012 R2" 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 0.17xxxWindows 8.1RTMGDR
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information" section. MUM, MANIFEST, and the associated security catalog (.cat) files, are very 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
Woftasks.dll6.3.9600.1733434,81604-Sep-201400:11x86
For Windows RT 8.1
File nameFile versionFile sizeDateTimePlatform
Woftasks.dll6.3.9600.1733430,20803-Sep-201423:57Not applicable

Additional file information

Additional file information for Windows 8.1
Additional files for all supported x86-based versions of Windows 8.1
File propertyValue
File nameX86_0daf76f8686e67eba7fd17556be8ea9c_31bf3856ad364e35_6.3.9600.17334_none_0ad33b478356b95b.manifest
File versionNot applicable
File size697
Date (UTC)04-Sep-2014
Time (UTC)11:30
PlatformNot applicable
File nameX86_microsoft-windows-wof-tasks_31bf3856ad364e35_6.3.9600.17334_none_57ad5045f97e5e7d.manifest
File versionNot applicable
File size6,690
Date (UTC)04-Sep-2014
Time (UTC)02:42
PlatformNot applicable
Additional files for Windows RT 8.1
File propertyValue
File nameArm_29518101b4dfad71e5c3d75aaf2d89bb_31bf3856ad364e35_6.3.9600.17334_none_a33752fe46eeba5c.manifest
File versionNot applicable
File size697
Date (UTC)04-Sep-2014
Time (UTC)11:33
PlatformNot applicable
File nameArm_microsoft-windows-wof-tasks_31bf3856ad364e35_6.3.9600.17334_none_57afc29df97b7d43.manifest
File versionNot applicable
File size6,690
Date (UTC)04-Sep-2014
Time (UTC)01:34
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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Keywords: kbgraphxlink, kbexpertiseadvanced, kbsurveynew, kbautohotfix, kbhotfixserver, kbqfe, kb, kbfix

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Article Info
Article ID : 2997841
Revision : 1
Created on : 1/7/2017
Published on : 1/1/2015
Exists online : False
Views : 228