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KChas1
Beginner
1,017 Views

Hang running Mastercam on Intel HD Graphics 530

System Setup Information:

-----------------------------------------

System Used: Dell Precision 7520

CPU SKU: i7-6920HQ

GPU SKU: HD530

Processor Line: N/A

System BIOS Version:

CMOS settings:

Graphics Driver Version: 25.20.100.6472

GOP/VBIOS Version:1059.14

Operating System: Windows 10 Pro

OS Version: 10.0.18362 happens with previous version as well

API: OpenGL 4.5

Occurs on non-Intel GPUs?: No.

Steps to Reproduce:

-------------------------------

1. Disable all other video cards except for HD530.

2. Run Mastercam and product will hang.

3. Mastercam will run on older Intel drivers (22.x.x.x)

Expected Results: Mastercam to display graphics and be able to create/edit geometry/toolpaths.

-------------------------------

Actual Results: Mastercam hangs at the splash window while graphics are initializing.

-------------------------------

Additional Information: Mastercam will run perfectly using older driver on same system (22.x.x.x). Also runs fine on nVidia card.

-------------------------------

 

Any information that you could provide would be greatly appreciated.

Also if you need to have me provide more debug information, just let me know since I'm one of the developers for Mastercam.

Thanks.

 

 

0 Kudos
20 Replies
Wanner_G_Intel
Moderator
473 Views

Hello KChas1, 

 

Thank you for posting on this Intel Community.

 

It seems that the problem could be related to the application itself. However, we would like to gather more information to better assist you.

 

1. Could you please provide us with a link to download a demo of the application?

2. Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread.

 

1.Download the Intel® System Support Utility here and save the application in your computer.

2.Open the application and click "Scan" to see system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

3. To save your scan, click Next and click Save.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

Do you have an FTP location where I can upload our Demo application for you? It's about 1.5 GB.

 

I've attached the System Support Utility information to this post.

 

Let me know if you need anything else from me.

 

Ken C.

Principal Architect

CNC Software, Inc.

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

Is there any other method you can use to share a demo of this application?

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

Thank you for your response.

 

We will attempt to replicate this issue and get back to you soon.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

Let me know if you have any problems/questions replicating this hang.

 

Thanks!

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

We will get back to you as soon as possible.

 

Regards,

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

Have you been able to replicate this hang?

Any update you could give me regarding this hang would be greatly appreciated.

 

Thanks,

Ken C.

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

We tested the demo of the application on the following systems: 

 

1. Intel® NUC 7 Enthusiast, a Mini PC with Windows® 10 - NUC7i7BNHXG

 

Intel® Iris® Plus Graphics 650 - driver version 26.20.100.6861

Microsoft Windows 10 Home - 10.0.17763 Build 17763

Result: Application does not initialize. 

 

2. System: DELL XPS 15 9530

 

Intel® HD Graphics 4600 driver version 20.19.15.5063

NVIDIA GeForce GT 750M - driver version 24.21.13.9811

Windows 10 Pro 64-bit (10.0, Build 17763)

Result: Application initializes as expected.

 

Based on these results, the issue where the application does not initialize is related to the software. The application is unable to reach the onboard graphics (integrated Intel® HD Graphics) and it is looking for PCI video card only. Therefore, the application only works when using a discrete graphics card. We also recommend reviewing the software to modify the code to access the onboard graphics as well.

 

We hope you find this information helpful. 

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

If our software was looking specifically for PCI graphics card, then how would the exact same hardware be able to work flawlessly with an older driver. (See my initial post describing this issue where I say that with 22.x.x driver Mastercam starts just fine, so the only variable is the graphics driver).

 

1. Disable all other video cards except for HD530.

2. Run Mastercam and product will hang.

3. Mastercam will run on older Intel drivers (22.x.x.x)

Expected Results: Mastercam to display graphics and be able to create/edit geometry/toolpaths.

 

In your second test did you disable the nVidia card and try to run just like I described in my original post? Our software will run on these on-board cards, but only with older drivers not with the newer drivers. This is the issue that I'm trying to resolve.

 

Thanks,

Ken C.

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

Driver version 22.x.x.x just indicates the operating system build you are running the graphics driver on. Could you please install the older driver version in question and run the Intel® SSU report to catch the specific build number of this driver.

 

We will run these tests to provide more details.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

I've attached the Intel SSU file when the older driver is installed that allows our program to run correctly.

Please let me know if you need anymore information from me.

 

Thanks,

Ken C.

Wanner_G_Intel
Moderator
473 Views

Hello KChas1, 

 

Thank you for attaching this report.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

Have you been able to reproduce this issue?

I'm getting pressure for a status update on this issue since we are getting reports of this out in the field.

 

Thanks,

Ken C.

KChas1
Beginner
473 Views

Any update on this issue?

 

Thanks,

Ken C.

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

Our attempts to reproduce the issue have yield inconclusive results, mostly pointing out a potential software issue with new DCH drivers.

 

Are you building this application using Intel® Media SDK 2018R2 (or newer)?

 

Also, could you please run the DxDiag* tool on a computer with Intel® HD graphics only (e.g. discrete graphics disabled) where the application fails to initialize as expected? Then, attach the report.

 

1. In the keyboard, press WinLogo key + R. 

2. Type “dxdiag” and press Enter.

3. Click on "Save All Information" and save it on your computer.

4. Attach the report to this thread.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

If you need further assistance, please let us know.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

KChas1
Beginner
473 Views

Hi Wanner G.,

 

Sorry for the slow response, but I was away for the last week.

 

1.) We are not building this application using Intel® Media SDK 2018R2 or any Intel SDK. We are using OpenGL calls exclusively.

2.) I have run the dxdiag as you requested and attached the results here.

 

Please let me know if you need anything else from me.

 

Thanks,

Ken C.

Wanner_G_Intel
Moderator
473 Views

Hello KChas1,

 

Thank you for your response. 

 

We will review this report and get back to you soon. 

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

Wanner_G_Intel
Moderator
205 Views

Hello KChas1,

 

This issue has been reported to our development team: Internal bug ID 1807849972.

 

Further updates will be provided here: https://software.intel.com/en-us/forums/graphics-driver-bug-reporting/topic/809651

 

Thank you for your feedback. It is highly appreciated.

 

We are closing this inquiry now.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

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