[nvidia] Screen freeze

[Tony Beaumont]

This bug appears to be a deadlock of some kind. It most often happens when I move the mouse (external USB mouse), but it has once happened when I left the computer logged in but idle and has sometimes happened in video conferences.

When the problem occurs, the mouse cursor still moves and any audio continues being audible for a while, but the UI is frozen and unresponsive. The fan gets very loud as if the computer is doing a lot of work. If I try the 'REISUB' method of shutting down, it usually does not work. If I remote log in and do a shutdown, it takes several minutes to actually shut down - as if waiting for some process to time out.

I haven't any obvious errors for this bug, and i don't know where to look for possible error messages. It is possible that if there is a deadlock, there is no error message, unless shutting down causes the process to generate an error message.

The bug happens very often, sometimes several times a week.

If you could tell me what commands to run when the problem occurs in order to gather more information, I can remote login and run those commands.

ProblemType: Bug
DistroRelease: Ubuntu 20.04
Package: xorg 1:7.7+19ubuntu14
ProcVersionSignature: Ubuntu 5.8.0-55.62~20.04.1-generic 5.8.18
Uname: Linux 5.8.0-55-generic x86_64
NonfreeKernelModules: nvidia_modeset nvidia
.proc.driver.nvidia.gpus.0000.01.00.0: Error: path was not a regular file.
.proc.driver.nvidia.registry: Binary: ""
.proc.driver.nvidia.version:
 NVRM version: NVIDIA UNIX x86_64 Kernel Module 390.143 Fri Mar 12 07:24:47 UTC 2021
 GCC version:
ApportVersion: 2.20.11-0ubuntu27.18
Architecture: amd64
BootLog: Error: [Errno 13] Permission denied: '/var/log/boot.log'
CasperMD5CheckResult: skip
CompositorRunning: None
CurrentDesktop: ubuntu:GNOME
Date: Mon Jun 21 15:14:30 2021
DistUpgraded: Fresh install
DistroCodename: focal
DistroVariant: ubuntu
DkmsStatus:
 v4l2loopback, 0.12.3, 5.8.0-53-generic, x86_64: installed
 v4l2loopback, 0.12.3, 5.8.0-55-generic, x86_64: installed
ExtraDebuggingInterest: Yes, if not too technical
GpuHangFrequency: Several times a week
GpuHangReproducibility: Occurs more often under certain circumstances
GpuHangStarted: Since before I upgraded
GraphicsCard:
 NVIDIA Corporation GK107GLM [Quadro K1100M] [10de:0ff6] (rev a1) (prog-if 00 [VGA controller])
   Subsystem: Hewlett-Packard Company GK107GLM [Quadro K1100M] [103c:2256]
InstallationDate: Installed on 2021-01-11 (161 days ago)
InstallationMedia: Ubuntu 20.04.1 LTS "Focal Fossa" - Release amd64 (20200731)
MachineType: Hewlett-Packard HP ZBook 17 G2
ProcKernelCmdLine: BOOT_IMAGE=/boot/vmlinuz-5.8.0-55-generic root=UUID=62a0870e-1f83-43a4-a2ff-864901a24fb6 ro quiet splash vt.handoff=7
SourcePackage: xorg
Symptom: display
Title: Xorg freeze
UpgradeStatus: No upgrade log present (probably fresh install)
dmi.bios.date: 09/23/2015
dmi.bios.release: 1.12
dmi.bios.vendor: Hewlett-Packard
dmi.bios.version: M70 Ver. 01.12
dmi.board.name: 2255
dmi.board.vendor: Hewlett-Packard
dmi.board.version: KBC Version 03.10
dmi.chassis.type: 10
dmi.chassis.vendor: Hewlett-Packard
dmi.ec.firmware.release: 3.16
dmi.modalias: dmi:bvnHewlett-Packard:bvrM70Ver.01.12:bd09/23/2015:br1.12:efr3.16:svnHewlett-Packard:pnHPZBook17G2:pvrA3009DD10203:rvnHewlett-Packard:rn2255:rvrKBCVersion03.10:cvnHewlett-Packard:ct10:cvr:
dmi.product.family: 103C_5336AN G=N L=BUS B=HP S=ELI
dmi.product.name: HP ZBook 17 G2
dmi.product.sku: G6Z41AV
dmi.product.version: A3009DD10203
dmi.sys.vendor: Hewlett-Packard
version.compiz: compiz N/A
version.libdrm2: libdrm2 2.4.102-1ubuntu1~20.04.1
version.libgl1-mesa-dri: libgl1-mesa-dri 20.2.6-0ubuntu0.20.04.1
version.libgl1-mesa-glx: libgl1-mesa-glx 20.2.6-0ubuntu0.20.04.1
version.nvidia-graphics-drivers: nvidia-graphics-drivers-* N/A
version.xserver-xorg-core: xserver-xorg-core 2:1.20.9-2ubuntu1.2~20.04.2
version.xserver-xorg-input-evdev: xserver-xorg-input-evdev N/A
version.xserver-xorg-video-ati: xserver-xorg-video-ati N/A
version.xserver-xorg-video-intel: xserver-xorg-video-intel N/A
version.xserver-xorg-video-nouveau: xserver-xorg-video-nouveau N/A

[Daniel van Vugt (vanvugt)]

If the mouse cursor still moves then Xorg is still working. This usually means it's the gnome-shell process that has frozen or crashed, so please follow these steps:

1. Look in /var/crash for crash files and if found run:
    ubuntu-bug YOURFILE.crash
Then tell us the ID of the newly-created bug.

2. If step 1 failed then look at https://errors.ubuntu.com/user/ID where ID is the content of file /var/lib/whoopsie/whoopsie-id on the machine. Do you find any links to recent problems on that page? If so then please send the links to us.

3. If step 2 also failed then apply the workaround from bug 994921, reboot, reproduce the crash, and retry step 1.

Please take care to avoid attaching .crash files to bugs as we are unable to process them as file attachments. It would also be a security risk for yourself.

[Daniel van Vugt (vanvugt)]

Please also:

* Check the 'Extensions' app to ensure you don't have any extensions other than the three Ubuntu extensions. Any others should be removed, then log in again.

* Next time the problem happens, wait 10 seconds, reboot and then run:

  journalctl -b-1 > prevboot.txt

  and attach the resulting text file here.

[Tony Beaumont (a-j-beaumont)]

1. Look in /var/crash for crash files
   There are files in /var/crash but dated June 15 2021, one from _usr_lib_slack_slack and one from _opt_google_chrome_chrome. Nothing from 21 June (yesterday) when the issue last happened.

2. If step 1 failed then look at https://errors.ubuntu.com/user/ID
   There is nothing recent reported on that page. The most recent reports correspond to the Slack (https://errors.ubuntu.com/oops/0b7133f8-cdfb-11eb-9cf8-fa163ee63de6) and Chrome (https://errors.ubuntu.com/oops/1277eade-cdfb-11eb-a58b-fa163e983629) issues from June 15.

There is an older gnome-shell error dated 2021-05-21 16:05 with this link: https://errors.ubuntu.com/oops/3373e2ec-ba4b-11eb-9041-fa163e102db1 and also an even earlier gnome-shell error dated 2021-03-23 14:03 with this link https://errors.ubuntu.com/oops/0bcaf4d6-8be6-11eb-93be-fa163e6cac46

3. If step 2 also failed then apply the workaround from bug 994921, reboot, reproduce the crash, and retry step 1.

   I have applied that work around and will follow that advice.

* Next time the problem happens, wait 10 seconds, reboot and then run:

  The next time the issue happens i will attach the output from journalctl.

* Check the 'Extensions' app to ensure you don't have any extensions other than the three Ubuntu extensions

  The only three extensions reported are "Desktop Icons", "Ubuntu AppIndicators", and "Ubuntu Dock"

[Tony Beaumont (a-j-beaumont)]

As requested I am adding the output from journalctl -b-1 > prevboot.txt

Just to add some further info:

* I reinstalled my Ubuntu system yesterday back to the same version (my wifi and bluetooth were not working and I could find no way to get them back, so this freeze has happened with a standard install of 20.04 LTS downloaded and installed yesterday afternoon and otherwise is working normally.
* The freeze happened immediately after I installed and used Microsoft Teams (64 bit). That might be a coincidence.
* The freeze often happens as I move the mouse from my external monitor to my main (laptop) screen.

[Tony Beaumont (a-j-beaumont)]

And it occurred a second time, just a few minutes after I posted the previous message. in case it is useful, I attach the output from dmesg created while the UI was frozen, also the Xorg.log and another copy of the output from journalctl -b-1 > prevboot.txt

Again the freeze corresponded with a movement of the USB external mouse.

[Daniel van Vugt (vanvugt)]

Thanks for all that. It appears to be a kernel crash which at least indirectly looks related to the Nvidia driver version 390.