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BSOD Video_tdr_failure 'igdkmdn64.sys' on dell lat3520

AnasCs
Beginner
1,121 Views

Hello community, 

I have been experiencing constant bsod once activating my iGPU intel iris xe graphics, ( I have i7-1165g7) I tried reseting windows11, DDU and installing almost every version of the the driver all in vain.

Please HELP!

 

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6 Replies
Andres_Intel
Employee
1,065 Views

Hello AnasCs,

  

 

Thank you for posting on the Intel®️ communities. I am aware that your Intel® Iris® Xe Graphics displays the BSOD error Video_tdr_failure 'igdkmdn64.sys'. I'll be glad to assist you.  

 

Please answer the questions below in order to understand this issue in a better way:


  • When does this BSOD happen? For example, randomly when doing something specific, when an app is opened, etc.
  • Did the issue start after an update or a hardware and software change?
  • To know the driver versions you have installed and the laptop model, and other useful information before we proceed with the next steps. Download, run, save and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows.  

 

  

Regards,  

 

Andres P. 

Intel Customer Support Technician 


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AnasCs
Beginner
1,054 Views

Hi Andreas,

thank you for responding, to answer your questions:

  1. The bsod occures once I open chrome or any other program, sometimes even device manager or task manager. So basically I can't do anything with the pc while the igpu is activated.
  2. Secondly, the issue started approximately 4 months ago but it was just once in while. But recently it getting worse and worse I tried to reset windows 11 but nothing changed.
  3. I attached the file.

Thanks again.

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Andres_Intel
Employee
1,048 Views

Hello AnasCs,

 

 

Thank you for your response, and for all the information provided.


I checked the Intel® SSU, and I noticed the graphics driver is not updated, please follow the steps below for guidance:


  1. Update graphics driver to version 31.0.101.4502 Dell Support. For guidance, you can contact them.
  2. If the issue persists, update the graphics driver to version 31.0.101.4672. For installation steps, How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11 (Method 2).
  3. As you mentioned this also happens once Chrome is open, disable hardware acceleration in all browsers. Contact the browser developer for steps.

 

  

Regards,  

 

Andres P. 

Intel Customer Support Technician 


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AnasCs
Beginner
1,040 Views

Hi Andreas,

I started installing the driver and mid installation it bsod'ed. I restarted the pc with safe mode and did a clean installation also removed hardware accelerations now its already better it hasn't shown any bsod. Thank you so much.

OH no edit: it did a bsod as soon as I sent the message

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Andres_Intel
Employee
1,031 Views

Hello AnasCs,

 

 

Thank you for your response, and for completing the steps.


I will start with the investigation of this issue to provide you with the next, as soon I have further information I will let you know. 

 

  

Regards,  

 

Andres P. 

Intel Customer Support Technician


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Andres_Intel
Employee
1,005 Views

Hello AnasCs,

 

 

Thank you for your time.


I have been working on the investigation and based on the troubleshooting so far, it seems this could be hardware-related, I recommend you contact the laptop manufacturer for further support.

 

For now, we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

  


Regards,  

 

Andres P. 

Intel Customer Support Technician


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