Iris Xe Graphics Driver Application Crashes

[Mason_]

Hello Intel / Community

Hoping to get some assistance here as we recently upgraded our laptops within the firm I work with. 

The new laptops are using 12th gen intel  i7-1260P's and relying on the Intel Iris Xe Graphics drivers for the integrated graphics.

As I have seen a few posts on this forum in regards to issues with the Iris Xe drivers that seem to have been persisting for years I thought I'd throw my hat in the ring and see if perhaps any community members have found a solution in the meantime even?

We are a law firm that runs time keeping software which is a WPF application - and it crashes multiple times daily for most of our lawyers. The application crashes result in broken time entries that our lawyers waste time trying to reconcile and is generally just unproductive for the firm, compared to our old machines on 7th Gen i5's which still ran intel, HD Graphics 620 with no issues.

We have only narrowed down the cause due to the many other users around the globe reporting the same issues, it is beyond me how this hasn't been addressed by intel.

We are running the driver version: 31.0.101.4255 - which is newer than all the suggested driver versions which supposedly fix this issue on other threads. 

We have resorted to disabling hardware acceleration which has reduced the crashes but they do still occur. Any help would be greatly appreciated in finding a more stable solution, if anyone can provide a better solution than intel has so far, please let me know!

Thank you, 

[Hugo_Intel]

Hello Mason_

Thank you for posting on the Intel Communities. I am sorry you are experiencing application crashes on your system.

We would like to ask for more information so we can assist with this issue. Please share with us the following:

• How many systems are affected by this issue? Are all of them the same model? Are some of them working fine?
• What is the name of the application that you are using? Are there error messages when it crashes?
• Create a log file with the Intel® System Support Utility and attach it to your response to get more information on the hardware configuration. 

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Mason_]

Thanks for the response Hugo, answers are as follows:

> How many systems are affected by this issue? Are all of them the same model? Are some of them working fine?

 We have 386 monitored machines with 173 individuals affected over the last 30 days. With a total of 866 crash events over this time for this application.

The reason not all machines are affected in the reports is likely because this software is exclusive to the lawyers who are not 100% of the staff. 

All of our machines are the same model, some users have better experiences than others, but all of our lawyers would have experienced a crash at some stage since moving to the new hardware. 

> What is the name of the application that you are using? Are there error messages when it crashes?

The application suite is called Aderant, which contains multiple different applications, most commonly used application is expert time. But there are incidents for nearly all the applications in the suite as they are all WPF applications, times being the highest reported crash rate as most lawyers will be running it in the background all day to keep time. 

There is no error message but there are error logs in event viewer as follows:

Firstly there is a .NET Runtime Error:

Application: ExpertTime.exe

Framework Version: v4.0.30319

Description: The process was terminated due to an unhandled exception.

Followed by an application error:

Faulting application name: ExpertTime.exe, version: 1.8.7849.31333, time stamp: 0xb185d390 Faulting module name: KERNELBASE.dll, version: 10.0.22000.2057, time stamp: 0xa3d1dc24 Exception code: 0xe0434352

We went to another community forum first, and I have attached the experience of another user running 12th gen i5's and the testing they have done - including the fact that the error code will change depending on the intel driver version etc. Its quite comprehensive so I have attached a screenshot for your reference as I think it will help greatly.

We found the crashes still occur on our previous Win 10 SOE (we are now on Win 11) using the new hardware, proving it has to be the hardware that has changed that has started the crashes. 

> Create a log file with the Intel® System Support Utility and attach it to your response to get more information on the hardware configuration. 

Log file is attached, hopefully this is enough to pinpoint what is going on, but let me know if anything else would be helpful.

Thank you.

[Alberto_R_Intel]

Mason_, Thank you very much for providing that information and the SSU report.

Based on the information shown in the SSU, the graphics driver currently installed in that specific machine is version 31.0.101.4502, which is provided by Lenovo and should be the proper driver for your device since that driver was customized by them to work with your specific platform:

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/thinkpad-x-series-laptops/thinkpad-x1-yoga-7th-gen-type-21cd-21ce/downloads/driver-list/component?name=Graphics%20Processing%20Units%20%28GPU%29%20and%20Server-AI%20Accelerators&id=635380F4-448F-4129-AA77-265289D96F6F

For this scenario, it is important to mention that there is a newer Intel® generic graphics driver version on our official website. Please try a clean installation of driver version 31.0.101.4577 following the instructions in the links below:

https://www.intel.com/content/www/us/en/download/726609/intel-arc-iris-xe-graphics-whql-windows.html?wapkw=1260p

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

We also recommend to get in contact with Lenovo Support directly to make sure the latest BIOS version is currently installed in your machine or to gather the instructions on how to update it:

https://support.lenovo.com/cr/en

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[Hugo_Intel]

Hello Mason_

We would like to check back and ask if you had the chance to try our last recommendations by testing the latest available version of the driver as well as updating your BIOS to the latest version. Please let us know the results and if the issue still exists.

Best regards,

Hugo O.

Intel Customer Support Technician.

[Mason_]

Hi Hugo,

Thanks for following up, hopefully I will be able to test this sometime this week or the next, its a busy time for us at the moment, but I will get back to you latest end of next week.

We are running the latest BIOS version confirmed with Lenovo and I'll test the latest intel drivers you recommend and get back to you.

Thanks again.

[Hugo_Intel]

Hello Mason_

We understand you need more time to do the required testing with the newer driver version, so there is no problem, we will continue to monitor this thread so you can test. Let us know if the issue continues to happen once done.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Alberto_R_Intel]

Hello Mason_I just wanted to check if you were able to install and test the latest available version of the driver?

Regards,

Albert R.

Intel Customer Support Technician

[Mason_]

Hi Albert

I have installed the latest driver for myself and a couple of other users as of yesterday, as the issue is intermittent I will let you know if they experience any further crashes.

Kind Regards,

[Alberto_R_Intel]

Hi Mason_, Thank you very much for sharing those details.

No problem at all, take your time and once you get the opportunity, please let us know the outcome.

Regards,

Albert R.

Intel Customer Support Technician

[Mason_]

Hi Alberto

I have tested this with a couple of users with very promising results over the course of a week. No crashes!  

This is only two users however, so I will start the staging of deploying this new driver and hope its all good!

Thanks for the help.

[Jocelyn_Intel]

Hello, @Mason_  

Thank you for letting us know about it, we are glad that you had good results.  

Since the issue is no longer present, this thread will no longer be monitored, but if you need further assistance, feel free to contact us back and submit a new post. 

Have a nice rest of the week. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician.