Symptoms

Assume that you have one or more monitors attached to a computer that's running Windows 8.1, Windows Server 2012 R2, Windows 7 Service Pack 1 (SP1), or Windows Server 2008 R2 SP1. The image on one or more of the monitors may freeze occasionally while the display contents are being updated (refreshed).

Note This issue is more likely to occur when there are more monitors connected to the computer.

Cause

This problem occurs because of an issue in the Win32k.sys process.

Resolution

To resolve this issue in Windows 8.1 and Windows Server 2012 R2, install update 2919355.
To resolve this issue in Windows 7 and Windows Server 2008 R2, install the hotfix that is described in this article.

Update information for Windows 8.1 and Windows Server 2012 R2

For more information about how to obtain update 2919355, click the following article number to view the article in the Microsoft Knowledge Base:

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

Hotfix information for Windows 7 and Windows Server 2008 R2

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 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=supportNote 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 have Service Pack 1 for Windows 7 or Windows Server 2008 R2 installed.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any previously released hotfix.

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 7 and Windows Server 2008 R2 file information and notesImportant 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.

    Version

    Product

    SR_Level

    Service branch

    6.1.760
    1.
    18xxx

    Windows 7 and Windows Server 2008 R2

    SP1

    GDR

    6.1.760
    1.
    22xxx

    Windows 7 and Windows Server 2008 R2

    SP1

    LDR

  • GDR service branches contain only those fixes that are widely released to address widespread, extremely important issues. LDR service branches contain hotfixes in addition to widely released fixes.

  • 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 7 and 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 x86-based versions of Windows 7

File name

File version

File size

Date

Time

Platform

Win32k.sys

6.1.7601.18280

2,348,544

9-Oct-13

11:57

x86

Win32k.sys

6.1.7601.22476

2,357,248

9-Oct-13

11:51

x86

For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Win32k.sys

6.1.7601.18280

3,155,968

9-Oct-13

12:11

x64

Win32k.sys

6.1.7601.22476

3,159,040

9-Oct-13

12:41

x64

For all supported IA-64-based versions of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Win32k.sys

6.1.7601.18280

7,438,848

9-Oct-13

11:43

IA-64

Win32k.sys

6.1.7601.22476

7,440,896

9-Oct-13

12:15

IA-64


Status

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

References

See the terminology Microsoft uses to describe software updates for more information.

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7

File name

X86_67580e23eaf0d593262174281ecca444_31bf3856ad364e35_6.1.7601.18280_none_87125153cd95cf5b.manifest

File version

Not Applicable

File size

694

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

X86_f642fd0bd17b721e56cecc93431933ae_31bf3856ad364e35_6.1.7601.22476_none_7c526c534f4aa1c4.manifest

File version

Not Applicable

File size

694

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

X86_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.18280_none_baab168ff9056332.manifest

File version

Not Applicable

File size

42,086

Date (UTC)

09-Oct-2013

Time (UTC)

13:20

Platform

Not Applicable

File name

X86_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22476_none_bb4586e912157c3c.manifest

File version

Not Applicable

File size

42,086

Date (UTC)

09-Oct-2013

Time (UTC)

13:07

Platform

Not Applicable

Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2

File name

Amd64_165477f6986f629cbdd856c3cd19f5d6_31bf3856ad364e35_6.1.7601.18280_none_d4d0c66ff83e5c11.manifest

File version

Not Applicable

File size

1,038

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Amd64_a71446ab04979ab96eb44d57c884a44f_31bf3856ad364e35_6.1.7601.22476_none_dd068e7a87a04769.manifest

File version

Not Applicable

File size

698

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Amd64_a84d6ac8c4bd3d2d63672305bc9d560b_31bf3856ad364e35_6.1.7601.22476_none_3318968ee4460365.manifest

File version

Not Applicable

File size

1,038

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Amd64_aaf68b16110339ca0924ed1bbf80dd6a_31bf3856ad364e35_6.1.7601.22476_none_5667d97255ca4ae9.manifest

File version

Not Applicable

File size

698

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Amd64_c58add1f44fb4b857d15ebaebd0b7ea7_31bf3856ad364e35_6.1.7601.18280_none_8dff399a5fa74a8c.manifest

File version

Not Applicable

File size

698

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Amd64_d6329246d7602445d33bac799c5e193b_31bf3856ad364e35_6.1.7601.18280_none_0810d9547f4fc7ee.manifest

File version

Not Applicable

File size

698

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Amd64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.18280_none_16c9b213b162d468.manifest

File version

Not Applicable

File size

42,090

Date (UTC)

09-Oct-2013

Time (UTC)

13:44

Platform

Not Applicable

File name

Amd64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22476_none_1764226cca72ed72.manifest

File version

Not Applicable

File size

42,090

Date (UTC)

09-Oct-2013

Time (UTC)

14:14

Platform

Not Applicable

File name

Wow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.18280_none_211e5c65e5c39663.manifest

File version

Not Applicable

File size

4,178

Date (UTC)

09-Oct-2013

Time (UTC)

13:05

Platform

Not Applicable

File name

Wow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22476_none_21b8ccbefed3af6d.manifest

File version

Not Applicable

File size

4,178

Date (UTC)

09-Oct-2013

Time (UTC)

12:49

Platform

Not Applicable

Additional files for all supported IA-64-based versions of Windows Server 2008 R2

File name

Ia64_8b5de9184c0dcf09ce0ab4898fddb6fa_31bf3856ad364e35_6.1.7601.22476_none_c0da26394c189f47.manifest

File version

Not Applicable

File size

1,036

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Ia64_c2a08842fed2e9e32e6ea051b620a0e5_31bf3856ad364e35_6.1.7601.18280_none_e2f3bda7a9644604.manifest

File version

Not Applicable

File size

1,036

Date (UTC)

10-Oct-2013

Time (UTC)

08:59

Platform

Not Applicable

File name

Ia64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.18280_none_baacba85f9036c2e.manifest

File version

Not Applicable

File size

42,088

Date (UTC)

09-Oct-2013

Time (UTC)

13:07

Platform

Not Applicable

File name

Ia64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22476_none_bb472adf12138538.manifest

File version

Not Applicable

File size

42,088

Date (UTC)

09-Oct-2013

Time (UTC)

13:19

Platform

Not Applicable

File name

Wow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.18280_none_211e5c65e5c39663.manifest

File version

Not Applicable

File size

4,178

Date (UTC)

09-Oct-2013

Time (UTC)

13:05

Platform

Not Applicable

File name

Wow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22476_none_21b8ccbefed3af6d.manifest

File version

Not Applicable

File size

4,178

Date (UTC)

09-Oct-2013

Time (UTC)

12:49

Platform

Not Applicable


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