topic Re:DxO Photolab 9 crashes in Graphics

DxO Photolab 9 crashes

Gabe9000 — Thu, 27 Nov 2025 21:16:51 GMT

I have a Predator Bifrost A770 16Gb that I purchased about a year ago. I recently got DxO Photolab 9 and have nothing but issues with it. The most horrible crashes, most often without any errors logged anywhere, the machine just freezes and I have to reboot it. Sometimes it does generate a dump file and I've submitted the files to DxO but no answer so far. The crashes happen mostly when using masks or exporting an image (and definitely if I try to export two or more at the same time) but can happen with other simple things such as clicking on a dropdown list or opening an image. I've tried every suggestion I've found, uninstalled and reinstalled the latest PL9, Intel drivers, Windows patches, and I have zero problems with any software including Adobe Photoshop and Lightroom, Topaz, games, databases, virtual machines, etc. The problems are mentioned in other places and I'd like to know if Intel is aware of this, to rule out a driver issue, or perhaps they're working on a fix. At this point, the software is unusable and I'd like to know if I should sell my Arc and buy a card from the competition, which is not a good option for me now.

Re:DxO Photolab 9 crashes

JedG_Intel — Fri, 28 Nov 2025 06:01:29 GMT

Hello Gabe9000,

Thank you for posting on Intel Community Forum.

To assist you effectively, please share the information below.

1. What version of DxO PhotoLab 9 are you running?

2. Do crashes occur more frequently after extended use sessions?

3. Kindly share the dump files and Event Viewer logs

Additionally, to have a better understanding of your system configuration and components please generate a complete copy of the System Support Utility (SSU) report. Please follow instructions here and send the report - How to get the Intel® System Support Utility Logs on Windows*

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

Re: DxO Photolab 9 crashes

alexajames — Fri, 28 Nov 2025 17:54:59 GMT

Hi,

DxO PhotoLab Version: I’m currently running the latest build of DxO PhotoLab 9.
Crash Behavior: The crashes don’t necessarily correlate with long usage sessions. They can happen even after a fresh reboot and often occur when using masks, exporting images (especially exporting more than one at a time), or sometimes during simple actions like opening an image or clicking a dropdown. In many cases, the system freezes completely without generating any logs, and I have to perform a hard reboot.
Dump Files & Event Logs: I will gather the dump files and Event Viewer logs and attach them here for review.

For system details, I’ve generated a full System Support Utility (SSU) report as instructed. You can find the steps I followed here:
How to get the Intel® System Support Utility Logs on Windows *

Since every other application on my system—including Photoshop, Lightroom, Topaz tools, various games, and virtual machines runs without issues, I’m trying to determine whether this might be related to the Arc A770 drivers or compatibility with PhotoLab 9. Any insights from Intel would be greatly appreciated, as the software is currently unusable in this state.

Please let me know if you need anything else.

Best regards

Re: Re:DxO Photolab 9 crashes

Gabe9000 — Fri, 28 Nov 2025 23:40:55 GMT

Hi, thanks for getting back to me.

1. What version of DxO PhotoLab 9 are you running?

Photolab v9.2.1 Build 542 Elite

2. Do crashes occur more frequently after extended use sessions?

It doesn't matter, sometimes it crashes as soon as I open a picture and go to the Masks section. Sometimes I just open an image or two, go to export, and it crashes. When I say it crashes, I don't mean it throws an error and exits; I mean the computer seizes and I have to press the reset button.

3. Kindly share the dump files and Event Viewer logs

I don't have any crash dump files. I checked in c:\windows, c:\windows\minidump, etc. But the dump level was only set to "Kernel". Now I've changed it to generate a minidump, and I'll upload it if it ever generates one. As I said, the system crashes so hard that there's not time for Windows to write anything.

I just wanted to add that in addition to the Adobe Suite, Topaz, and other programs and games, I've tested the graphics extensively using 3DMark, GeekBench, Heaven Unigine, Cinebench, etc and none has crashed or caused any issues.

I also have some diagnostic files produced for DxO support, if you think that may help you.

Let me know if you need anything else.

Thanks

Re: Re:DxO Photolab 9 crashes

Gabe9000 — Sat, 29 Nov 2025 04:49:45 GMT

You're lucky, I was able to find some dump files. Also, look at the screenshot attached; it contains the analysis of the 3 dump files and indicates this:

On Sat 29/11/2025 4:24:17 AM GMT your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\LiveKernelReports\WATCHDOG\WATCHDOG-20251128-2324.dmp
This was probably caused by the following module: igdkmdnd64.sys (0xFFFFF8045ABC2850)
Bugcheck code: 0x141 (0xFFFFAA85A6885010, 0xFFFFF8045ABC2850, 0x0, 0x0)
Error: VIDEO_ENGINE_TIMEOUT_DETECTED
file path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_04d65f21e92ccd2d\igdkmdnd64.sys
product: Intel HD Graphics Drivers for Windows(R)
company: Intel Corporation
description: Intel Graphics Kernel Mode New Driver
Bug check description: This indicates that one of the display engines failed to respond in timely fashion.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: igdkmdnd64.sys (Intel Graphics Kernel Mode New Driver, Intel Corporation).
Google query: igdkmdnd64.sys Intel Corporation VIDEO_ENGINE_TIMEOUT_DETECTED

Not sure if this means anything, but it might.

Thanks

Gabriel

Re: Re:DxO Photolab 9 crashes

Gabe9000 — Sun, 30 Nov 2025 02:16:32 GMT

Here's a new dumpfile.

Thanks

Gabriel

Re:DxO Photolab 9 crashes

JedG_Intel — Tue, 02 Dec 2025 03:19:54 GMT

Hello Gabe9000,

Thank you for sharing all this information. The logs that you shared will really help with the investigation that I'll conduct. I'll get back to you as soon as possible.

Best regards

Jed G.

Intel Customer Support Technician

Re:DxO Photolab 9 crashes

JedG_Intel — Fri, 05 Dec 2025 05:40:28 GMT

Hello Gabe9000,

I am reaching out to inform you that we are actively working on this issue. Additionally, we have released a new driver version, 32.0.101.8331, which includes several fixes.

Please install the updated driver and let us know if the issue persists. Your feedback will help us proceed with further testing.

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

Re:DxO Photolab 9 crashes

JedG_Intel — Wed, 10 Dec 2025 05:31:02 GMT

Hi Gabe9000,

I'm following up to see if you were able to try the latest driver 32.0.101.8331. Please let me know if you continue to observe the issue so we can continue troubleshooting.

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

Re:DxO Photolab 9 crashes

JedG_Intel — Fri, 12 Dec 2025 05:11:32 GMT

Hello Gabe9000,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Jed G.

Intel Customer Support Technician