Client Automation - Blue Screen at Reboot on Windows 10 or Windows 2016

Document ID : KB000111785
Last Modified Date : 18/03/2019
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On Windows 10 or 2016 machine with ITCM Remote Control Agent 14.0 SP2 installed, boot of machine is crashing with a blue screen like below :

User-added image

Stop code is : 0xc000021a

In Memory.dmp file generated, following error could be seen :
BugCheck C000021A, {ffff8d06573d85b0, ffffffffc0000001, 1, 1a400020000}
The Winlogon process terminated unexpectedly.
Arg1: ffff8d06573d85b0, String that identifies the problem.
Arg2: ffffffffc0000001, Error Code.
Arg3: 0000000000000001
Arg4: 000001a400020000
ffffa803`547025a8 fffff801`6d2a28b4 : 00000000`0000004c 00000000`c000021a ffffa803`548663f0 ffffd48f`f6d242c0 : nt!KeBugCheckEx
ffffa803`547025b0 fffff801`6d29a556 : ffffa803`547026d0 ffffa803`54702670 ffffffff`800008b0 ffffa803`547026d0 : nt!PopGracefulShutdown+0x294
ffffa803`547025f0 fffff801`6d29311c : 00000000`00000501 fffff801`00000006 00000000`00000004 00000000`0002001f : nt!PopTransitionSystemPowerStateEx+0xc386
ffffa803`547026b0 fffff801`6cfb7a43 : ffff8d06`573deb50 fffff801`6ce81c41 00000000`00000010 00000000`00000082 : nt!NtSetSystemPowerState+0x4c
ffffa803`54702880 fffff801`6cfaae50 : fffff801`6d4e6c4d 00000000`00000000 00000000`c0000004 ffffd48f`f6528180 : nt!KiSystemServiceCopyEnd+0x13
ffffa803`54702a18 fffff801`6d4e6c4d : 00000000`00000000 00000000`c0000004 ffffd48f`f6528180 ffffd48f`f6528140 : nt!KiServiceLinkage
ffffa803`54702a20 fffff801`6d4023f9 : 00000000`00000000 ffffd48f`f56883d0 ffffd48f`f6528040 00000000`00000000 : nt!PopIssueActionRequest+0xe473d
ffffa803`54702ae0 fffff801`6cf0941b : 00000000`00000001 00000000`00000002 ffffd48f`f5688300 00000000`00000000 : nt!PopPolicyWorkerAction+0x69
ffffa803`54702b50 fffff801`6ce51335 : ffffd48f`f6528040 fffff801`6cf093a0 ffffd48f`f56883d0 ffffd48f`f6528040 : nt!PopPolicyWorkerThread+0x7b
ffffa803`54702b80 fffff801`6cef3cd7 : ffffd48f`f6528040 00000000`00000080 ffffd48f`f567a040 ffffd48f`f6528040 : nt!ExpWorkerThread+0xf5
ffffa803`54702c10 fffff801`6cfae8d6 : fffff801`6c18c180 ffffd48f`f6528040 fffff801`6cef3c90 00360036`00610037 : nt!PspSystemThreadStartup+0x47
ffffa803`54702c60 00000000`00000000 : ffffa803`54703000 ffffa803`546fd000 00000000`00000000 00000000`00000000 : nt!KiStartSystemThread+0x16


CA Client Automation 14.0 SP2 on Windows 10 / Windows 2016

To repair the machine do this :

1- Start the machine in Safe Mode

2- Open a DOS cmd and enter following commands :
cd "c:\program files (x86)\CA\DSM\bin\AMD64" 

(or cd "c:\program files\CA\DSM\bin\x86" if it is a Windows 32Bits)

rcmirrorinstall -remove

3- Reboot the machine

4- Open a DOS cmd and enter following commands :
cd "c:\program files (x86)\CA\DSM\bin\AMD64" 

(or cd "c:\program files\CA\DSM\bin\x86" if it is a Windows 32Bits)

rcmirrorinstall -install


To solve this problem :

Open a Case at Technical Support to request the fix T5SM172 and T533332

These fixes solve 2 problems :
- Display problem : Screen in blue when a Display Custom Scaling has been set and is greater than 100%

- Crash of Windows at reboot.

Remarks :

For fix T5SM172, CustomScaling parameter should be set to 1 :
ccnfcmda -cmd SetParameterValue -ps itrm/rc/Host/General -pn CustomScaling -v 1


Better Solution : This solution is better than one above.

Open a Case at Technical Support to request the fix T5SM175

With this fix the RC mirror driver is not used anymore. Microsoft Desktop Duplication API (DXGAPI) for screen capture is used.