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Driver gfx_win_101.4644 keeps logging errors

Stephen
Valued Contributor I
3,151 Views

Source
Intel® Graphics Command Center Service

Summary
Stopped working

Date
‎17/‎08/‎2023 18:25

Status
Report sent

Description
Faulting Application Path: C:\Windows\System32\DriverStore\FileRepository\igcc_dch.inf_amd64_524562261fe7c13a\OneApp.IGCC.WinService.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: OneApp.IGCC.WinService.exe
Application Version: 1.0.4870.0
Application Timestamp: 641de100
Fault Module Name: KERNELBASE.dll
Fault Module Version: 10.0.22621.2134
Fault Module Timestamp: c42b59fb
Exception Code: e0434352
Exception Offset: 0000000000064c3c
OS Version: 10.0.22621.2.0.0.256.48
Locale ID: 8192
Additional Information 1: 340e
Additional Information 2: 340ed95783be0fb987ff0397fa259be3
Additional Information 3: 2ad3
Additional Information 4: 2ad38610adf2092a04a4e5b147c37766

Extra information about the problem
Bucket ID: eeee09e0b97d7274af24265d42596fc1 (2243960696324321217)

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12 Replies
Jean_Intel
Employee
3,130 Views

Hello Stephen,

 

Thank you for posting on the Intel️® communities. We would be more than glad to help you.

 

We want to have a much better understanding of your issue, so we would like to confirm the following information:

  • Based on the information you shared, especially on the issue source and summary, it seems that the issue is related to the Intel® Graphics Command Center constantly crashing. Is this true?
  • If the previous question is affirmative, could you describe under which conditions the application crashes?
  • We want to have more details about your system, so please, create a report using the Intel® System Support Utility (Intel®️ SSU):
    • Open the application and click "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View."
    • Click on the menu where it says: "Summary" to change it to "Detailed View."
    • To save your scan: click "Next"; then "Save."

 

Best regards, 

Jean O. 

Intel Customer Support Technician


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Stephen
Valued Contributor I
3,097 Views

Hello Jean,

 

It is correct windows log was reporting issue is related to Intel Graphics Command Center and yes it kept on crashing randomly within seconds, minutes, after restart, from cold boot.

 

I since switched back to the beta 31.0.101.4578 but to stop the issue from persisting on this beta (It did persist when I downgraded to the beta, though initially the beta didn't have the issue) I had to let windows download an older driver version on windows update then I installed the beta, and the issue went away. The same procedure does not work on the 4644.

 

The application just logs crashes, while the computer is idle, when actively being used for various day to day tasks, there doesn't appear to be any indication of any issue on desktop that the app is crashing only if I check windows event viewer is when I find all those logs.

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IsaacQ_Intel
Employee
3,094 Views

Hello Stephen

 

Thank you for the information provided. 

 

I will proceed to check the issue internally and post back soon with more details.

 

Best regards,

Isaac Q. 

Intel Customer Support Technician


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IsaacQ_Intel
Employee
3,080 Views

Hello Stephen

 

Thank you for your patience.

 

Please provide us with the following:

 

·      Follow these steps to generate an Intel® Graphics Driver report for the Intel® Graphics Control Panel or the Intel® Graphics Command Center. Report for Intel® Graphics Drivers.

  • Please make a clean driver install using OEM driver 31.0.101.3959.
  • Are you running the latest version IGCC version from the MS store?
  • Please, remove and reinstall the IGCC app.
  • Please, share the file logs showing up this error?

 

Best regards,

Isaac Q. 

Intel Customer Support Technician



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Stephen
Valued Contributor I
3,054 Views

Hello IsaacQ_Intel

 

The log is in the 1st post in this thread, check below, as mentioned before I am currently back to driver 31.0.101.4578 and I have no issue with that.

 

Source
Intel® Graphics Command Center Service

Summary
Stopped working

Date
‎17/‎08/‎2023 18:25

Status
Report sent

Description
Faulting Application Path: C:\Windows\System32\DriverStore\FileRepository\igcc_dch.inf_amd64_524562261fe7c13a\OneApp.IGCC.WinService.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: OneApp.IGCC.WinService.exe
Application Version: 1.0.4870.0
Application Timestamp: 641de100
Fault Module Name: KERNELBASE.dll
Fault Module Version: 10.0.22621.2134
Fault Module Timestamp: c42b59fb
Exception Code: e0434352
Exception Offset: 0000000000064c3c
OS Version: 10.0.22621.2.0.0.256.48
Locale ID: 8192
Additional Information 1: 340e
Additional Information 2: 340ed95783be0fb987ff0397fa259be3
Additional Information 3: 2ad3
Additional Information 4: 2ad38610adf2092a04a4e5b147c37766

Extra information about the problem
Bucket ID: eeee09e0b97d7274af24265d42596fc1 (2243960696324321217)

 

Kindly let me know if you want me install the problematic driver 4644.

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Stephen
Valued Contributor I
3,048 Views

Hello

 

I have also removed the beta along with the IGCC app the one from store which was latest.

I have installed gfx_win_101.4644 and immediately after restart.

 

Check attached

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Jean_Intel
Employee
2,998 Views

Hello Stephen,

 

Thanks for the inforamtion provided.

 

However, we noticed that you did not mention whether or not you tried your OEM driver 31.0.101.3959. Please, note that there are two different types of drivers, generics provided by Intel and Equipment Manufacturer drivers, that are customized to work with each specific system. The best thing to do is to use the drivers provided by the system manufacturer (OEM).

 

We would like to further research this matter; however, we need to confirm if the issue is present on the latest OEM driver.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Stephen
Valued Contributor I
2,991 Views

Hello Jean,

 

The issue does not present on OEM driver 31.0.101.3959.

I am aware of the differences in the driver, thank you for pointing that out and for the reminder.

 

Best Regards

Stephen Bwana

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Jean_Intel
Employee
2,983 Views

Hello Stephen,

 

Thanks for letting us know about the outcome of trying the OEM driver. With all the information you shared, we will continue to research this matter internally. We will post back as soon as we have further details.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
2,744 Views

Hello Stephen,

 

After further looking into this matter, we would like to let you know that we were unable to replicate the issue you reported, and it appears that the issue is related to your system. Our recommendation this time is to reinstall the Operating System, but in case you need further instructions, you should contact Microsoft support for more indications.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Stephen
Valued Contributor I
2,690 Views

Hello Jean,

 

On 31st August 2023, I reinstalled Windows 11 Pro on a completely deferent NVME SSD and when I installed the following drivers the issue was very much present.

gfx_win_101.4644

gfx_win_101.4669

gfx_win_101.4672

 

I reverted back to gfx_win_101.4578 which doesn't have the issue. Reverting by letting windows download an older version the installing gfx_win_101.4578.

 

I will contact Microsoft in regard to this issue. Thanks for the assistance.

 

Best Regards

Stephen Bwana

 

 

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Jean_Intel
Employee
2,682 Views

Hello Stephen,

 

We are sorry to hear that the issue remains after a fresh installation of the operating system. However, we understand that you will contact Microsoft support for additional assistance, and based on that, we will now close this thread. If you need any additional information, please submit a new question since this thread will no longer be monitored.

 

Best regards,

Jean O.

Intel Customer Support Technician


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