Display driver igfx stopped responding and has successfully recovered. Game crash

[macs565]

hello

this error blocks my computer in few games. What i mean by this the game just crash but windows allows me to work without any blue screen or something similiar.

I have laptop Huawei D15 (Intel(R) Core(TM) i5-10210U CPU @ 1.60GHz 2.11 GHz with Intel UHD 620, OS build: 19045.2965).

one day ago this laptop was fully checked by manufacturer for hardware issues (because laptop still has a warranty) and they confirmed that all hardware is ok.  It took them almost 2 weeks to say that it's fine.

I didn't notice any unusual temps or other things during gaming and this laptop doesn't even use full clock frequency so I'm not overwhelming it.

I tried all drivers (with DDU, without DDU) from 2020 up to the latest driver from 2023  (ver.31.0.101.2121)  and nothing works.

I did few times a Win 10 recovery with clearing all data, I also tried Win 11 and the same error is still harassing me from almost 2 months .

The game crash happens without any signals, it could be after 1 hour of playing up to 4h. The thing is that  Intel drivers or microsoft win 10 cause this error not hardware but I'm helpless in this situation because i tried all steps from Intel community and microsoft regarding this issue.

I attached inte SSU report and event viewer printscreens.

[Jocelyn_Intel]

Hello, @macs565  

Thank you for posting on the Intel® communities.  

I am sorry to hear what is happening with your Intel® UHD 620 Graphics, I will gladly assist you here. 

Please, answer these questions to have a better perspective of this issue and try the following steps: 

1. Was it working before? 
2. What are the games that are having this issue/error? 
3. Does this error show up as soon as you open the game or after an amount of time?  
4. If the case is the second one, How much does it take approximately? 
5. Can you provide us with a video showing the error when you are playing the game? 
6. Perform a clean installation of your graphics drivers, using the latest graphics driver. If the issue persists, try this step with your System Manufacturer's driver. Check the notes: 

Note #1: Make sure to check you have all the Windows updates before doing the driver installation and doing the clean installation process without internet connection. 

Note #2: We recommend checking with your System Manufacturer and use the driver software provided by them to avoid potential installation incompatibilities. Intel supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the graphics driver software or software packaging. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[macs565]

Hello

The driver 31.0.101.2121 was tested and it doesn't solve the issues (few weeks of tests)

Manufacturer driver was tested too - issue not resolved (few weeks of tests)

1.  it happens since I installed Overwatch 2 in April 2023 till now . Error happens constantly during this time and never was solved.

2. Overwatch 2 exclusively (Additional error from Overwatch.exe app is: "Rendering Device Lost.. Application Closing".

3. The time interval is random: it could be after 5 mins after overwatch has been opened, up to few hours (the temperature of laptop doesn't matter it could be even before Intel Turbo starts to boost CPU frequencies..)

4. As i wrote above the error happens in random time interval and seems not connected to any other app interference (no apps opened in the background).

5. I am currently testing the official latest driver 31.0.101.2115  (I was adviced to install it by Intel support via e-mail) and from yesterday I had no error till now so if it will happen again I don't know if I will be able record it but I will take screenshots from game and then from event viewer. I don't use any recording software to minimize the GPU load. 

6. As mentioned above I did a clean installation (DDU) of 31.0.101.2115 driver and still testing it.

How long do I have to update this thread before it will be closed?

regards

Mac

[macs565]

after 3 hours the same error occured today and also "Rendering Device Lost. Closing application" from overwatch. I attached the screenshots but i was not able to catch an error Rendering Device Lost because game immediately crashed and the  window closed.. 

so my test of driver 31.0.101.2115 - failed and the same thing is happening.

my windows is updated.

[macs565]

rendering device lost error in the attachment.  black screen in game (error after 20 min of playing..)

[Jocelyn_Intel]

Hello, @macs565  

Thank you for the information provided. 

We understand you have opened a web portal case with us and we will continue to help you through that channel now. We will therefore close this community case.

Thank you.

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[macs565]

hello

but i gave more details here in this thread than in my mail communication. So do you see any other solutions for this error or this is all?

regards