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

Document ID : KB000111785
Last Modified Date : 10/04/2019
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Issue:

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}
 
 
WINLOGON_FATAL_ERROR (c000021a)
The Winlogon process terminated unexpectedly.
Arguments:
Arg1: ffff8d06573d85b0, String that identifies the problem.
Arg2: ffffffffc0000001, Error Code.
Arg3: 0000000000000001
Arg4: 000001a400020000
 
 
STACK_TEXT: 
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




 
Environment:

CA Client Automation 14.0 SP2 on Windows 10 / Windows 2016
Resolution:

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.

 

Additional Information:
Please note official patch “SO07736” for Client Automation r14.x provides the ability to automatically use the Microsoft Desktop Duplication API (DXGAPI) for screen capture on Windows 10 and Server 2016. The configuration policy is used to set DXGI for Server 2012 and Windows 8.x. Please see the following for more details:
https://communities.ca.com/docs/DOC-231184666-new-screen-capture-method-now-available-for-remote-control