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CS2 crash issue caused by Intel core graphics software

AnX1
Novice
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Hello, when using this hardware to play CS2 (counter strike 2), there are often program crashes. When querying MDMP (Microsoft Crash Log File), it was found that the error problem is as follows: KEY_VALUES_STRING: 1 Key : AV.Dereference Value: NullPtr Key : AV.Fault Value: Read Key : Analysis.CPU.mSec Value: 467 Key : Analysis.Elapsed.mSec Value: 647 Key : Analysis.IO.Other.Mb Value: 0 Key : Analysis.IO.Read.Mb Value: 0 Key : Analysis.IO.Write.Mb Value: 0 Key : Analysis.Init.CPU.mSec Value: 30 Key : Analysis.Init.Elapsed.mSec Value: 5543 Key : Analysis.Memory.CommitPeak.Mb Value: 116 Key : Failure.Bucket Value: NULL_POINTER_READ_c0000005_igd10um64xe.DLL!Unknown Key : Failure.Hash Value: {406c1f68-ce84-5feb-ce08-5e6504249e9a} Key : Timeline.Process.Start.DeltaSec Value: 2985 FILE_IN_CAB: cs2_2024_0415_164215_0_accessviolation.mdmp NTGLOBALFLAG: 0 CONTEXT: (.ecxr)rax=0000000000000000 rbx=0000000000000000 rcx=0000021234a2f040 rdx=0000021234a30cd0 rsi=0000000000000001 rdi=0000000000000000 rip=00007fffb50eb5aa rsp=000000cd4ceffbe0 rbp=0000000000000000 r8=000002132a78f280 r9=0000021234a30cd0 r10=00000211f0566240 r11=0000000000000000 r12=0000000000000000 r13=00000211f059bd40 r14=0000000000000001 r15=000000000000000f iopl=0 nv up ei pl nz na pe nc cs=0033 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00010202 igd10um64xe+0x8b5aa: 00007fff`b50eb5aa 488b10 mov rdx,qword ptr [rax] ds:00000000`00000000=???????????????? Resetting default scope EXCEPTION_RECORD: (.exr -1)ExceptionAddress: 00007fffb50eb5aa (igd10um64xe+0x000000000008b5aa) ExceptionCode: c0000005 (Access violation) ExceptionFlags: 00000000 NumberParameters: 2 Parameter[0]: 0000000000000000 Parameter[1]: 0000000000000000 Attempt to read from address 0000000000000000 PROCESS_NAME: cs2.exe READ_ADDRESS: 0000000000000000 ERROR_CODE: (NTSTATUS) 0xc0000005 - 0x%p 0x%p %s EXCEPTION_CODE_STR: c0000005 EXCEPTION_PARAMETER1: 0000000000000000 EXCEPTION_PARAMETER2: 0000000000000000 STACK_TEXT: 000000cd`4ceffbe0 00007fff`b50e9bf9 : 00000000`00000000 00007fff`b50c8659 01da8f10`ce8c5370 00000212`0010e440 : igd10um64xe+0x8b5aa 000000cd`4ceffd70 00007fff`b50c87c1 : 00000212`0010e730 00000000`00000018 00000211`ff80e080 00000211`ff80e080 : igd10um64xe+0x89bf9 000000cd`4ceffdb0 00007fff`b51ed276 : 00000211`f05b29d0 00000000`00000000 00000000`00000000 00000000`00000000 : igd10um64xe+0x687c1 000000cd`4ceffde0 00007fff`b522c52f : 00000211`f03e43c0 00000000`00000000 00000000`00000000 00000000`00000000 : igd10um64xe!OpenAdapter10_2+0x1476 000000cd`4ceffe10 00007fff`c325257d : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : igd10um64xe!OpenAdapter10_2+0x4072f 000000cd`4ceffe40 00007fff`c44caa58 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x1d 000000cd`4ceffe70 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x28 SYMBOL_NAME: igd10um64xe+8b5aa MODULE_NAME: igd10um64xe IMAGE_NAME: igd10um64xe.DLL STACK_COMMAND: ~22s; .ecxr ; kb FAILURE_BUCKET_ID: NULL_POINTER_READ_c0000005_igd10um64xe.DLL!Unknown OSPLATFORM_TYPE: x64 OSNAME: Windows 10 IMAGE_VERSION: 31.0.101.5382 FAILURE_ID_HASH: {406c1f68-ce84-5feb-ce08-5e6504249e9a} Followup: MachineOwner --------- 0:022> lmvm igd10um64xeBrowse full module liststart end module name 00007fff`b5060000 00007fff`b688f000 igd10um64xe (export symbols) igd10um64xe.DLL Loaded symbol image file: igd10um64xe.DLL Mapped memory image file: C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_f0d0eb9243852f17\igd10um64xe.DLL Image path: C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_f0d0eb9243852f17\igd10um64xe.DLL Image name: igd10um64xe.DLL Browse all global symbols functions data Timestamp: Wed Mar 27 11:46:34 2024 (6603969A) CheckSum: 0187005B ImageSize: 0182F000 File version: 31.0.101.5382 Product version: 31.0.101.5382 File flags: 0 (Mask 3F) File OS: 40004 NT Win32 File type: 2.8 Dll File date: 00000000.00000000 Translations: 0409.04b0 Information from resource tables: CompanyName: Intel Corporation ProductName: Intel HD Graphics Drivers for Windows(R) InternalName: igd10um64xe.dll OriginalFilename: igd10um64xe.dll ProductVersion: 31.0.101.5382 FileVersion: 31.0.101.5382 FileDescription: User Mode Driver for Intel(R) Graphics Technology LegalCopyright: Copyright (c) 1998-2022 Intel Corporation. This issue seems to be related to the latest graphics card driver, which caused the failure of graphics memory reading. I hope to fix this problem and assist me in improving the recent occurrence of this situation. Thank you!
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RamyerM_Intel
Moderator
7,853 Views

Hello AnX1,


Thank you for posting in the communities. Thank you for sharing the error message. In order to check this for you, we want to be more familiar with your system specification and configuration. Please share with us your SSU logs. Additionally, does the game crash while you are playing or does it happen at the start of the game? I will be waiting for your reply.

 

Ramyer M.
Intel Customer Support Technician

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AnX1
Novice
7,766 Views

Hello Ramyer M, 

 

Thanks to your reply. Game crashes always occur when I am playing the game, not when I open it. The attachment is the SSU document I provided, hoping it will be helpful to you. Thank you!

 

AnX1.

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charlieanderson
Beginner
7,753 Views

Based on the error message you provided, it seems that the issue is related to a null pointer read error in the igd10um64xe.dll file, which is a part of the Intel HD Graphics Drivers for Windows. To resolve this problem, you can try the following steps:

Update Graphics Drivers: Visit the Intel website or use the Device Manager to check for and install the latest graphics driver updates for your hardware. This can often resolve compatibility issues and improve system stability.

Check for System Updates: Ensure that your operating system is up-to-date with the latest updates and patches. Sometimes, system updates can address compatibility issues with hardware drivers.

Check for Software Conflicts: If the issue started after installing new software, try uninstalling or disabling it to see if the problem resolves. Some software can conflict with graphics drivers and cause instability.

Run System File Checker: Open Command Prompt as an administrator and run the command "sfc /scannow" to scan and repair corrupted system files that may be causing the issue.

Check Hardware: If the issue persists, there may be a hardware problem with your graphics card. Consider contacting the manufacturer for further assistance or replacing the hardware if necessary.

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AnX1
Novice
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Hello charlieanderson,

 

Thank you for your answer. I will try and provide feedback based on what you said. Thank you very much.

 

AnX1.

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RamyerM_Intel
Moderator
7,670 Views


Hello AnX1,


I am happy to see that you are engaging with one of our community members as this is the best way to empower our community. I will keep on monitoring this thread for now. Let us know if the suggestion worked for you. If you need further assistance, feel free to mention me in the thread. 


Ramyer M. 

Intel Customer Support Technician


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RamyerM_Intel
Moderator
7,535 Views

Hello AnX1, 


How are you doing? I am just checking on your system. Let us know if you need further assistance and we will be there for you. I will be waiting for your reply. 


Ramyer M. 

Intel Customer Support Technician



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RamyerM_Intel
Moderator
7,444 Views

Hello AnX1, 


As we have not heard a response in the past few days, we will proceed in closing this thread. Should you need further troubleshooting, please submit a new post as this thread will no longer be monitored.


Ramyer M. 

Intel Customer Support Technician



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AnX1
Novice
7,043 Views

Hello RamyerM,

 

I'm so sorry to show you that I can't solve the problem after I try all the advises. There are the MDMP files which are lastest, I hope you can help me by reading them!

 

AnX1.

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