topic Re:IntelGraphicsSoftware.Service.exe Crashes/Stops Working while gaming, particularly Cyberpunk in Graphics

IntelGraphicsSoftware.Service.exe Crashes/Stops Working while gaming, particularly Cyberpunk

aryawrld — Tue, 25 Feb 2025 14:14:43 GMT

Hello,

So, the main issue is that while gaming (particularly cyberpunk), my laptop (HP Omen 17) goes into Hibernating, and this issue started out of nowhere.

While investigating the issue, I stumbled upon this error code in Reliability Monitor which suggests Intel..Graphics.Software.Service.exe has stopped working.

Faulting application name: IntelGraphicsSoftware.Service.exe, version: 24.48.47.5, time stamp: 0x66e80000
Faulting module name: KERNELBASE.dll, version: 10.0.26100.3037, time stamp: 0x1883624e
Exception code: 0xe0434352
Fault offset: 0x00000000000cbb0a
Faulting process id: 0x1890
Faulting application start time: 0x1DB7A472A6A0446
Faulting application path: C:\Program Files\Intel\Intel Graphics Software\IntelGraphicsSoftware.Service.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 848e5d16-7eec-4030-a0a8-bf8067707889
Faulting package full name:
Faulting package-relative application ID:

I am not sure what to do because this is really frustrating.

I tried disabling Hardware Accelerated GPU Scaling, didnt work.

I tried to change my power plan but the only option available is Balanced Power Plan.

I tried to disable pc hibernation thru cmd but in that case the laptop justs shuts down instead of hibernating.

I have checked both the drivers of NVDIA and Intel Graphics and both are in their latest versions.

Can this be an overheating issue? But my laptop used to run absolutely just fine even in +90 degree Celcius till 1-1.5 months ago when the issue started out of nowhere.

I have attaches two screenshots to the Reliability Monitor for reference.

Please help.

Re: IntelGraphicsSoftware.Service.exe Crashes/Stops Working while gaming, particularly Cyberpunk

Brian45 — Wed, 26 Feb 2025 01:01:48 GMT

I have exactly the same error, the versions are identical.

My system is a ASUS Tuf Gaming pro wifi with a 14700 (non-k) 64GB of memory and several SSD's and one hard drive.

I get this error from time to time, and it even happens when I'm doing almost nothing at all.

Re:IntelGraphicsSoftware.Service.exe Crashes/Stops Working while gaming, particularly Cyberpunk

DhannielM_Intel — Thu, 27 Feb 2025 06:38:07 GMT

Hello aryawrld,

Thank you for reaching out to the community regarding your issue with the Intel Graphics Software. I understand that this problem is quite unusual, and I would like to gather some additional information to help investigate the crashes further.

Could you please let me know the version of the graphics driver currently installed on your system?
Have you tried using different driver versions to see if the issue persists?
Does the crashing occur when you launch applications other than games?
Have you tried rolling back to your laptop manufacturers driver version?

To better understand your entire system configuration, please use the Intel System Support Utility (SSU). This tool will generate a text file compiling all your system information. Please follow the instructions in the link and send the text file here: Help Guide for the Intel® System Support Utility

Additionally, I would like to request a dump file for this issue. This will help me analyze the problem more thoroughly. Please follow the steps outlined in this guide to generate and provide the dump file: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/m-p/1494429#M5057

Also. @Brian45 please do create a separate thread for this matter. An Intel representative will assist you further for this.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re:IntelGraphicsSoftware.Service.exe Crashes/Stops Working while gaming, particularly Cyberpunk

DhannielM_Intel — Tue, 04 Mar 2025 03:28:06 GMT

Hello aryawrld,

I wanted to follow up on my previous email where I included some questions and requested information that are essential for my ongoing investigation. At your earliest convenience, could you please provide the necessary details mentioned in my earlier correspondence?

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re:IntelGraphicsSoftware.Service.exe Crashes/Stops Working while gaming, particularly Cyberpunk

ArielP_Intel — Thu, 06 Mar 2025 22:40:24 GMT

Hello aryawrld,

I hope you're doing well. I just wanted to follow up and check if you had a chance to review the message we previously sent? This information will greatly assist us in diagnosing and addressing the specific concerns with your system. Looking forward to your response!

Best regards,

Ariel P.

Intel Customer Support Technician

Re:IntelGraphicsSoftware.Service.exe Crashes/Stops Working while gaming, particularly Cyberpunk

DhannielM_Intel — Mon, 10 Mar 2025 00:26:31 GMT

Hello aryawrld,

As I haven't received a response, I will proceed to close this inquiry. If you need further assistance, please don't hesitate to submit a new question, as this thread will no longer be monitored. Thank you for your understanding.

Best regards,

Dhanniel M.

Intel Customer Support Technician