Crash turning on monitors

[BMart1]

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

BSOD when I get to work in the morning or return from lunch and press a key/move mouse to wake up monitors. The PC is idling but not sleeping.

Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")<br style="font-family: &font-size:13.33px; font-style: normal; font-weight: 400; border-color: # 3d3d3d; border-style: none;"/>

Always (100%):

Often (51-99%): X

Sporadic (20-50%):

Very Sporadic (<20%): <p style="font-family: &font-size:14px; font-style: normal; font-weight: 400; border-color: # 3d3d3d; border...

[idata]

Hello bruno2097,

Thank you for joining the Intel® Community. I am sorry to hear you are having issues with this matter.

• When did the issue start?
• What is the error message that the BSOD displays? Do you see any code?
• Have you tested the driver from your computer manufacturer? http://download.msi.com/dvr_exe/intel_vga_kbl_w10.zip http://download.msi.com/dvr_exe/intel_vga_kbl_w10.zip

Regards,

Amy C.

[BMart1]

Hi Amy,

I haven't tried the driver from MSI (version 4565), but the BSODs don't happen with version 4771, instead I get driver restarts that don't bring down Windows. I tried and got crashes with 4815, 4836, 4849 and 4877, but some versions seemed more stable than others.

I didn't take a picture of the BSODs, but this is the info that WhoCrashed generates from the memory dumps:

On Wed 2017-12-27 14:10:34 your computer crashed 

crash dump file: C:\WINDOWS\Minidump\122717-5703-01.dmpThis was probably caused by the following module: http://www.google.com/search?q=igdkmd64.sys igdkmd64.sys (igdkmd64+0x5E8A0) Bugcheck code: 0x1 (0xFFFFF80A7205E8A0, 0x0, 0xFFFF, 0x0)Error: http://www.google.com/search?q=MSDN+bugcheck+APC_INDEX_MISMATCH APC_INDEX_MISMATCHfile path: C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_7b7c820d186f8dec\igdkmd64.sysproduct: http://www.google.com/search?q=Intel HD Graphics Drivers for Windows(R) Intel HD Graphics Drivers for Windows(R)company: http://www.google.com/search?q=Intel Corporation Intel Corporationdescription: Intel Graphics Kernel Mode DriverBug check description: This indicates that there has been a mismatch in the APC state index.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: igdkmd64.sys (Intel Graphics Kernel Mode Driver, Intel Corporation).

Regards,

Bruno

[idata]

Thank you Bruno.

Make sure to test the driver from MSI: http://download.msi.com/dvr_exe/intel_vga_kbl_w10.zip http://download.msi.com/dvr_exe/intel_vga_kbl_w10.zip. Before installing it, uninstall completely our generic driver with the steps below:

Steps to uninstall Intel® HD Graphics driver:

1. Open the Device Manager.
2. Expand the Display Adapters section.
3. Find the Intel Graphics Driver.
4. Right-click the Intel Graphics Driver and select Uninstall.
5. Select the check box Delete the driver software for this device.
6. Reboot the computer after uninstall process has finished.

Regards,

Amy C.

[idata]

Bruno, hope you were able to try the suggestion mentioned above.

Regards,

Amy C.

[BMart1]

Hi Amy,

I did install the driver from msi (4565) and my PC hasn't crashed so far, but haven't really used the PC that much these days. I had to fight Windows Update installing 4836, which does crash. Give me a few more days to test.

How can I help Intel fix the newest drivers?

Bruno

[idata]

Sure, keep on testing it.

Remember that the drivers found https://downloadcenter.intel.com/ Drivers & Software are generic, this means that the drivers might not work as expected in third party motherboards. Intel recommends using the drivers provided by the computer manufacturer since they can offer customized versions of the Intel Graphics Drivers for your particular computer model that can ensure the proper performance.

Regards,

Amy C.

[BMart1]

Version 4565 from MSI run without crashes for several days. Today I updated to 4901 but got a crash after a few hours. I really want the Media SDK improvements mentioned in the 4901 readme. Should I take it to MSI to provide an updated driver? Can you confirm if the VBIOS is custom and that's what probably causes the incompatibilities? If next time I buy an intel motherboard, will all driver versions just work?

Regards,

Bruno

[idata]

Glad to hear the driver is working, as mentioned before Intel recommends using the drivers provided by the computer manufacturer. Yes, the best thing is to push MSI for more driver releases. I cannot confirm any information regarding the BIOS or Video BIOS, the best answer should be provided by your computer manufacturer since they are the developers of your computer model. Just for you to know, Intel does not manufacture motherboards anymore.

Regards,

Amy C.