Intel NUC6i3SYK graphics 520 driver crashing windows 10 64bit

[ABlad1]

Hi,

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

driver is constantly crashing and recovering randomly but most time when playing & stopping video content

Does it fail every single time, or only sometimes?

If you can offer a % rate please do.

100%

Hardware (HW)

Brand and Model of the system.

Intel NUC6i3SYK, BIOS 0039

Hybrid or switchable graphics system?

ie Does it have AMD or NV graphics too?

520

Make and model of any Displays that are used to see the issue (see note2 below). 

LFP = Local Flat Panel (Laptop panel)EFP = External Flat Panel (Monitor you plug in)

EFP

Sony KDL-46X2000 XBR Series BRAVIA

How much memory [RAM] in the system (see note2 below).

8GB

Provide any other hardware needed to replicate the issue.

ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

HDMI

Hardware Stepping (see note1 below).

Software (SW)

Operating System version (see note2 below).

Windows 10 64bit

VBIOS (video BIOS) version. This can be found in "information page" of CUI (right click on Desktop and select "Graphics Properties".

...

[idata]

Hello, bladz:

I have tested this myself, but I was not able to replicate this. I would like you to try the following;

1. Open the Device Manager.
2. Expand the Display Adapters section.
3. Find the Intel Graphics Driver.
4. Right click 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.

Once you have rebooted your NUC, install the driver one more time https://downloadcenter.intel.com/download/25848/Intel-Beta-Graphics-Driver-for-Windows-7-8-1-10-15-40- Download Intel® Beta Graphics Driver for Windows* 7/8.1/10 [15.40], but this time follow these instructions http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html How to Manually Install an Intel® Graphics Driver in Windows® 10 &....

Regards,

Amy.

[ABlad1]

Hi Amy,

I've followed the instructions but unfortunately no change to the behavior.

Are there any log files or similar that I can provide that would help your investigation?

Thanks for following up

[idata]

/thread/100645 bladz, this is an odd behavior, I have been trying to replicate it, but I have not been able.

Have you tried with a different TV or monitor?

Could you please let me know brand and model of the cable that you are using?

Regards,

Amy.

[ABlad1]

No I don't have another TV or monitor to try but I will take the NUC to a friends house and try there - I will report the results to you

I have tried 3 different HDMI cables, all different brands - no change to performance. Note I've also tried all HDMI ports on the TV - same performance

Also, I have a two desktop PC's, one with onboard Intel HD Graphics 3000 & another with AMD HD5770 PCIE Graphics Card....both work perfectly over HDMI with the TV

[idata]

Keep me posted.

I will review your case one more time, and I will get back to you.

Regards,

Amy.

[idata]

Hello, bladz:

We are currently working to get this issue fixed, I do not have an estimate time of resolution yet, but you can check the https://downloadcenter.intel.com/ Drivers & Software for future driver releases.

Regards,

Amy.

[ABlad1]

Hi Amy,

It sounds like you've managed to replicate the issue? If so, that's great news.

Thank you for you efforts with this.

[idata]

Sure, you're welcome.

This issue "Display Driver Stopped Responding and Has Recovered" has been replicated, and Intel is working to get this issue fixed. Like mentioned before, keep on checking the https://downloadcenter.intel.com/ Drivers & Software for future driver releases.

Regards,

Amy.

[idata]

bladz, thank you for your patience. There is a new driver available intended to fix this issue, please give it a try https://downloadcenter.intel.com/download/25948/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40- Download Intel® Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40], I would recommend installing it with this method http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html How to Manually Install an Intel® Graphics Driver in Windows® 10 &...

Regards,

Amy.

[ABlad1]

Hi Amy,

Thanks for your reply.

This driver (15.40.22.4424 ) has been available for some weeks now - is there a newer driver available?

I have installed but unfortunately no change to the crashing.

Thanks

[idata]

The driver provided, https://downloadcenter.intel.com/download/25948/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40- Download Intel® Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40], is in fact the latest.

Please try uninstalling it with the steps below, and then install the driver manually with the link provided in my previous post;

1. Open the Device Manager using the steps provided for your operating system:
2. Expand the Display Adapters section.
3. Find the Intel Graphics Driver. The driver can also be called the Intel® Graphics Media Accelerator Driver (Intel® GMA Driver).
4. Right click 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.

[ABlad1]

Hi Amy,

I followed the instructions but no change to the crashing.

However I've noticed a new driver is available

https://downloadcenter.intel.com/download/25957/Intel-Beta-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40- Download Intel® Beta Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40]

Beta 15.40.23.4444

I've just installed this but unfortunately no change to the driver crashing.

I've verified correct installation of driver through device manager

[idata]

Hi, bladz:

This is really odd, the driver should have fixed the issue since it was intended to fix it. In, post # 4, you mentioned that you were going to take the NUC to a friend's house, did you? were you able to hook the NUC to a different T.V?

Regards,

Amy.

[idata]

Hi, bladz:

Were you able to hook the NUC to a different T.V?

Regards,

Amy.

[ABlad1]

Hi

I've tried the NUC on a friends TV (http://www.cnet.com/au/products/sharp-lc70le735x/ Sharp LC70LE735X)

The crashing appears to stop! So that means that the NUC does not work with my TV....

This is strange as I have two other PC's, one with onboard Intel HD Graphics 3000 & another with AMD HD5770 PCIE Graphics Card....both work perfectly over HDMI with the TV

Not sure what to do next....buy a new TV(!) or return the NUC and go with other small media center PCs

[idata]

It is strange, but if you want we could try replacing the unit before changing your mind, and if that is the case see here for our support options http://www.intel.com/content/www/us/en/support/contact-support.html Contact Support.

Regards,

Amy.

[ABlad1]

thanks for the advice.

do you think it's a hardware problem given it works with other TV's? Sounds unlikely I would've thought

[idata]

It is weird, but let me see what can I find about it. Like I mentioned if you want you can replace the unit, I will see what I can find in regard to your TV model.

Regards,

Amy.

[idata]

bladz , in post # 1, you wrote; "driver is constantly crashing and recovering randomly but most time when playing & stopping video content." What are those videos? Are you using any particular app to play those videos?

When you tested the NUC at your friend's house, did you watch those videos?

Regards,

Amy.

[ABlad1]

hi Amy

The driver crash & recovery happens whenever I stop any video content irrespective of the video player used, ie I've tried, VLC, Zoom player, windows media player & center. There's nothing unique about the videos & I tried a number of video's on that other TV and it work perfectly every time.

So there are 2 ways to reliably replicated the issue, play any video content with any play. Close the player (must actually close it not just stop) an the drive will crash/recover.

Also, as mentioned in my original post, another way to replicate the crash/recovery is to test the TV speakers:

• right click on the 'speakers' icon on the task bar of win 10 > select 'playback devices' 
• right click on Sony TV icon > select 'test' 
• you can hear the test audio from left channel then driver will crash & recover
• you can see the right channel test audio is happening on the green level indicator but no audio can be heard