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GPU is not accessed leads to some VMs that use the RemoteFX feature to not start in Windows Server 2008 R2 SP1

Article ID: 2523676 - View products that this article applies to.

Hotfix Download Available

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Symptoms

Consider the following scenario:

A computer has a baseboard management controller display adapter that uses the RemoteFX cap driver.
The computer hosts virtual machines (VMs), and you use the Microsoft RemoteFX feature to improve the user experience in VMs.
When you try to start the RemoteFX-enabled VM, the VM does not start, and you receive the following error message:
Microsoft Synthetic 3D Display Controller : Failed to Power on with Error 'Insufficient system resources exist to complete the requested service.

In this scenario, some VMs that use the RemoteFX feature cannot start.

For example, you have a computer that is running Windows Server 2008 R2 SP1 and that hosts 20 VMs. The VMs use the RemoteFX feature. However, about only 10 VMs that use the RemoteFX feature start at the same time.

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Cause

This issue occurs because of an error when the graphics processing units (GPUs) that try to run RemoteFX are not accessed by the server.

Note Without this hotfix, this issue occurs randomly and might not appear after you restart the computer.

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Resolution

The following hotfix has to be installed on the server and does not apply to the VMs.

Hotfix information

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 Web site:

http://support.microsoft.com/contactus/?ws=support

(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 Server 2008 R2 Service Pack 1 (SP1).

For more information about how to obtain a Windows 7 or a Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:

976932

(http://support.microsoft.com/kb/976932/ )

Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

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

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

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 Server 2008 R2 file information notes

Important Windows 7 hotfixes and Windows Server 2008 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 7/Windows Server 2008 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, SR_Level (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table.
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Version Product SR_Level Service branch
6.1.760 1 . 17xxx Windows Server 2008 R2 SP1 GDR
6.1.760 1 . 21xxx Windows Server 2008 R2 SP1 LDR
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 Server 2008 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 x64-based versions of Windows Server 2008 R2

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File name	File version	File size	Date	Time	Platform
Rdvgetgpuinfo.exe	1.1.0.0	24,576	17-Mar-2011	05:22	x64
Rdvgsm.dll	6.1.7601.17580	105,472	17-Mar-2011	05:27	x64
Rdvgetgpuinfo.exe	1.1.0.0	24,576	17-Mar-2011	05:00	x64
Rdvgsm.dll	6.1.7601.21685	105,472	17-Mar-2011	05:05	x64

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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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More information

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684

(http://support.microsoft.com/kb/824684/ )

Description of the standard terminology that is used to describe Microsoft software updates

For more information about the RemoteFX feature, visit the following Microsoft websites:

Introduction to the RemoteFX feature

( http://www.microsoft.com/windowsserver2008/en/us/rds-remotefx.aspx)

General information about the RemoteFX feature

(http://technet.microsoft.com/en-us/library/ff817578(WS.10).aspx)

For more information about the RemoteFX cap driver, visit the following TechNet website:

General information about the RemoteFX cap driver

(http://technet.microsoft.com/en-us/library/ff817602(WS.10).aspx)

For more information about a similar issue, click the following article number to view the article in the Microsoft Knowledge Base:

2519946

(http://support.microsoft.com/kb/2519946/ )

Timeout Detection and Recovery (TDR) randomly occurs in a virtual machine that uses the RemoteFX feature in Windows Server 2008 R2

Additional file information

Additional file information for Windows Server 2008 R2

Additional files for all supported x64-based versions of Windows Server 2008 R2

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File name	Amd64_375493b9a751144f4c22fd6092aa9af9_31bf3856ad364e35_6.1.7601.21685_none_9c1afc578da78ad8.manifest
File version	Not applicable
File size	727
Date (UTC)	17-Mar-2011
Time (UTC)	19:17
Platform	Not applicable
File name	Amd64_7d4c7607efd7bdf92d5bc65ac0c3def2_31bf3856ad364e35_6.1.7601.17580_none_2c99553e12f3f092.manifest
File version	Not applicable
File size	727
Date (UTC)	17-Mar-2011
Time (UTC)	19:17
Platform	Not applicable
File name	Amd64_microsoft-windows-r..pdate-oob-component_31bf3856ad364e35_6.1.7601.17580_none_4b6ce37ebb3de629.manifest
File version	Not applicable
File size	11,110
Date (UTC)	17-Mar-2011
Time (UTC)	05:56
Platform	Not applicable
File name	Amd64_microsoft-windows-r..pdate-oob-component_31bf3856ad364e35_6.1.7601.21685_none_4bfb81bbd45704a6.manifest
File version	Not applicable
File size	11,110
Date (UTC)	17-Mar-2011
Time (UTC)	08:15
Platform	Not applicable
File name	Update.mum
File version	Not applicable
File size	1,468
Date (UTC)	17-Mar-2011
Time (UTC)	19:17
Platform	Not applicable