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Beginner
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Battle Net and igdkmd64.sys crashing

Hello

I am having issues running the Application Battlenet.

I have reached out to Blizzard Support who makes the application and they have told me the following

• After taking a look at your MSINFO and DXDIAG, this is associated with a known Windows Intel video driver bug. In your MSINFO you are constently getting Live Kernel Events associated with your intel video drivers. These errors are related to igdkmd64.sys crashing. This would cause your computer to stop recognizing your video processor. You will need to download and install the newest intel driver: https://downloadcenter.intel.com/ https://downloadcenter.intel.com/ This is an issue that intel is aware of, so you may need to contact them to see which drivers are best for your specific system. Intel provides support for this at / https://communities.intel.com/community/tech/graphics

I have followed their advice and updated to the latest driver but it hasn't changed anything.

The issue I am having is that the Battlenet app is supposed to provide me with a Log In button but it does not. It opens a web page instead that isn't workable.

 

I don't know if this is a graphics issue or not, but if it is I would like to see what I can do to fix it. Thank you for any help
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Community Manager
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Hello Remster101,

 

 

I understand battle.net application is not showing the Log In button,

 

 

Let me apologize for any inconvenience this issue may be causing to you.

 

 

In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

 

If possible please provide a screenshot showing the issue you are having.

 

 

To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.

 

 

Regards,

 

Fred D.
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Beginner
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Thank you for your response Fred. I have attached the info file as well as a picture of the Battlenet app missing the login button.

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Community Manager
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Hello Remster101,

 

 

Thanks for the information you sent to me.

 

 

I tried to replicate the issue in our lab with a Lenovo* X230 laptop, but the application seems to be working fine. The laptop I used come with Intel® HD Graphics 4000, but it uses the exact same graphics driver you have currently installed in your computer. I attached a screenshot showing the outcome of the test.

 

 

I would like you to try installing different version of the graphics driver. Please download the graphics driver that is on this link https://downloadmirror.intel.com/25977/eng/win64_153343.4425.zip https://downloadmirror.intel.com/25977/eng/win64_153343.4425.zip

 

 

As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver with the steps that are on this link https://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html https://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
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Beginner
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Thank you for your help Fred. I have uninstalled the driver and installed the new driver as you showed me. Unfortunately the login button is still not appearing for me.

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Community Manager
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Hello Remster101,

 

 

I am sorry to hear issue persists with previous version of the graphics driver.

 

 

I would like you to try completely uninstalling the graphics driver and testing the system with the Microsoft* Basic Display driver. Please disconnect the computer from the Internet and on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, and then restart the computer.

 

 

Please open Device Manager and check if the Microsoft* Basic Display driver is there or not. If it is not there please try uninstalling the driver again until the graphics adapters appears as Microsoft* Basic Display driver.

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
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Community Manager
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Hello Remster101,

 

 

I was wondering if you still need assistance regarding the Battle.net application. In case you still need assistance just let me know.

 

 

Regards,

 

Fred D.
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