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Intel Iris Xe hardware acceleration issue

Martin_KK
Beginner
3,713 Views

Hello,

 

I have Lenovo ThinkPad T16 G2 with Windows 11 Pro 64, patched with the latest updates and hotfixes.


OS Name: Microsoft Windows 11 Pro
OS Version: 10.0.22631 N/A Build 22631
System Manufacturer: LENOVO
System Model: 21HH003BBM
System Type: x64-based PC
Processor(s): 1 Processor(s) Installed.
[01]: Intel64 Family 6 Model 186 Stepping 3 GenuineIntel ~1133 Mhz
BIOS Version: LENOVO N3QET39W (1.39 ), 23/10/2023
Total Physical Memory: 32,441 MB

 

BIOS/UEFI is also patched with the latest version. Display adapter is Intel Iris Xe with the latest drivers 31.0.101.5330.

When "Use hardware acceleration when available" option is enabled on Google Chrome, I face sporadic freezes on the Lenovo ThinkPad. I can't stop any process and I have to reboot the notebook. When I turn off the acceleration I don't have that problem. I had the same issue with an older driver version which I downloaded from the vendor website before that. The notebook is brand new. Please advise what to do.

 

Let  me know if you need any other details or information.

 

Thank you!

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6 Replies
RamyerM_Intel
Moderator
3,687 Views

Hello Martin_KK, 


Thank you for sharing us this details. Does this happen to other internet browser as well? Also, just for further isolate, what kind of extensions have you installed in chrome? Please also share us the model of the CPU or your SSU logs so we can be more familiar with the configurations that you have on your system. You may download it at this link: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html


Ramyer M.

Intel Customer Support Technician 


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Martin_K2
Beginner
3,650 Views

Hello @RamyerM_Intel  ,

 

Thank you for your reply! I don't know why, but my profile from which I posted the topic was banned by some reason. That's why I had to create a new one.

 

I don't use any other browsers, but the issue happened also with another application (OnVUE by PearsonVUE), for which I can't say whether it uses something like "hardware acceleration" like Chrome. I already opened case in Google Chrome Community, but they advised to open tickets to Intel and Lenovo. I've tried to disable all the extensions from Chrome, although I use just one or two, but it didn't help. I've tried with Intel drivers from Lenovo website (31.0.101.4887), after they advised me to do that, but it didn't help. I've tried also with the latest drivers from the Intel site.

 

Here's more information about the hardware:
BIOS Version/Date:"LENOVO N3QET39W (1.39 ) , 10/23/2023"
Embedded Controller Version:"1.10"
Platform Role:"Mobile"
Processor:"13th Gen Intel(R) Core(TM) i7-1355U , GenuineIntel"
Secure Boot State:"On"
SMBIOS Version:"3.4"
Sound Card:"Intel® Smart Sound Technology for Bluetooth® Audio"
Sound Card:"Intel® Smart Sound Technology for Digital Microphones"
Sound Card:"Realtek High Definition Audio(SST)"
System Manufacturer:"LENOVO"
System Model:"21HH003BBM"
System SKU:"LENOVO_MT_21HH_BU_Think_FM_ThinkPad T16 Gen 2"
System Type:"x64-based PC"
- "Display"
Intel ® Graphics Driver Version:"Not Available"
- "Intel(R) Iris(R) Xe Graphics"
Adapter Compatibility:"Intel Corporation"
Adapter DAC Type:"Internal"
Adapter RAM:"1.00 GB"
Availability:"Running or Full Power"
Bits Per Pixel:"32"
- "Caption":"Intel(R) Iris(R) Xe Graphics"
Link:"http://www.intel.com/content/www/us/en/search.html?keyword=Iris+Xe+Graphics"
CoInstallers:"oem4.inf,iRPLPD_w10_DS,Internal,Intel(R) Iris(R) Xe Graphics Family"
Color Table Entries:"4294967296"
Dedicated Video Memory:"Not Available"
Driver:"igdkmdn64.sys"
Driver Date:"10/06/2023 03:00 am"
Driver Path:"C:\Windows\system32\DriverStore\FileRepository\iigd_dch.inf_amd64_89d4d93fe5389cc3\igdkmdn64.sys"
Driver Provider:"Intel Corporation"
Driver Version:"31.0.101.4887"
INF:"oem4.inf"
INF Section:"iRPLPD_w10_DS"
Install Date:"Not Available"
Installed Drivers:"<>,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_89d4d93fe5389cc3\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_89d4d93fe5389cc3\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_89d4d93fe5389cc3\igd12umd64.dll"
Last Error Code:"Not Available"
Last Error Code Description:"Not Available"
Last Reset:"Not Available"
Location:"PCI bus 0, device 2, function 0"
Manufacturer:"Intel Corporation"
Microsoft DirectX* Version:"11.X"
Monochrome:"No"
Number of Colors:"4294967296"
Number of Video Pages:"Not Available"
PNP Device ID:"PCI\VEN_8086&DEV_A7A1&SUBSYS_230E17AA&REV_04\3&11583659&0&10"
Power Management Capabilities:"Not Available"
Power Management Supported:"Not Available"
Refresh Rate - Current:"60 Hz"
Refresh Rate - Maximum:"60 Hz"
Refresh Rate - Minimum:"60 Hz"
Resolution:"1920 X 1200"
Scan Mode:"Noninterlaced"
Service Name:"igfxn"
Status:"OK"
Video Architecture:"VGA"
Video Memory:"Unknown"
Video Processor:"Intel(R) Iris(R) Xe Graphics Family"
- "Motherboard"
Availability:"Running or Full Power"
BIOS:"N3QET39W (1.39 ), LENOVO - 1390"
Caption:"Motherboard"
Chipset:"Not Available"
Date:"10/23/2023 03:00 am"
Install Date:"Not Available"
Last Error Code:"Not Available"
Last Error Code Description:"Not Available"
Manufacturer:"LENOVO"
Model:"Not Available"
Part Number:"Not Available"
PNP Device ID:"ACPI\PNP0C01\2&DABA3FF&0"
Power Management Capabilities:"Not Available"
Power Management Supported:"Not Available"
Product:"21HH003BBM"
Serial Number:"None"
Status:"OK"
Version:"SDK0T76530 WIN"

 

Please let me know if you need anything else.

 

Thank you!

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Martin_K2
Beginner
3,632 Views

Hello @RamyerM_Intel ,

 

Today I had the issue with Microsoft Edge and again with Chrome, but this time even with "Use graphics acceleration when available" option disabled.

 

After I have the same problem with 3 separate applications (Edge, Chrome and OnVUE), I believe it's reasonable to accept they are not the reason for the freezes. I have also case opened in Lenovo community.

 

Thank you!

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RamyerM_Intel
Moderator
3,565 Views

Hello Martin_KK, 


Apologies for the delay in my response. I just want to confirm, if you are not using the "Use hardware acceleration when available" option , are you still experiencing crashes?

Are there also other software open along with these browser when the crashing occurs? The reason I ask is because I want to further isolate the issue. Are you also able to check the CPU usage in the task manager before the crash occurs? If you are, does it reach 100 percent? Additionally, when experiencing these crashes, are there any error messages showing up? 


Ramyer M. 

Intel Customer Support Technician 


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RamyerM_Intel
Moderator
3,496 Views

Hello Martin_KK, 

 

I am just following up about the information we requested in my previous post. This will help us understand your issue better and provide you accurate troubleshooting steps. Feel free to send it here in this post. 

 

Ramyer M. 

Intel Customer Support Technician 

 

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RamyerM_Intel
Moderator
3,450 Views

Hello Martin_KK, 


As we have not heard a response from you, we will proceed in closing this thread. In case you need future assistance, feel free to post a new question as this thread will no longer be monitored. 


Ramyer M. 

Intel Customer Support Technician 



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