Iris Xe crashes when using pen tool in MS Word, PowerPoint, Snip & Sketch

[GusCB]

As many users have reported in the past, I have the same problem with Iris Xe graphics on dozens of laptops and NUCs. All are fully patched (Windows 10/Office 365). I hoped that the latest driver (31.0.101.4314) would solve the problem, but the issue keeps happening.

I've tested all workarounds from internet, also tested old drivers (27.20.*) with no luck.

Microsoft and event logs indicate that it's drivers issue:

Faulting application name: dwm.exe, version: 10.0.19041.746, time stamp: 0x6be51595

Faulting module name: KERNELBASE.dll, version: 10.0.19041.2728, time stamp: 0xe7e53a4e

Exception code: 0xe0464645

Fault offset: 0x000000000010fd12

Faulting process id: 0x6d4

Faulting application start time: 0x01d9736ac5438809

Faulting application path: C:\Windows\system32\dwm.exe

Faulting module path: C:\Windows\System32\KERNELBASE.dll

Report Id: a378240e-109f-4747-a082-13e69949d96a

Faulting package full name:

Faulting package-relative application ID:

and

The Desktop Window Manager process has exited. (Process exit code: 0xe0464645, Restart count: 1, Primary display device ID: Intel(R) Iris(R) Xe Graphics)

Upgrade to Windows 11 that some users mentioned that solve the problem is not currently possible.

[Andres_Intel]

Hello GusCB,

Thank you for posting on the Intel®️ communities. I am sorry to hear that you are having crashing issues with your Intel® Iris® Xe Graphics, I will be happy to help you.  

To have a better understanding of the situation, please answer the following questions: 

• Was it working before?
• When did the issue start?
• Download, run, save and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows.  

Regards,  

Andres P. 

Intel Customer Support Technician 

[GusCB]

Hi Andres,

Personally speaking, I have my laptop (Dell Latitude 5420) about one and a half year and as far as I remember, I always had issues with drawing in Snip and sketch, and I started using the old snipping tool that has no issues. In Word or Powerpoint, I'd noticed that the issue happening with solid color pens only. When drawing, lines appearing after letting the mouse left click. So, users started complaining as this behavior is not that annoying but when you're presenting, is not ideal.

The serious problem starting when drawing some more lines. The driver is crashing.

There are plenty of posts in here with the same issue, as there are also plenty of posts in Microsoft's, Dell's or Lenovo's forums, related with Intel graphic adapters drivers.

I hope that there will be a solution, as in previous posts from mine there wasn't...

[Andres_Intel]

Hello GusCB,

Thank you for your response, and all the information provided, it has been really helpful.

Please follow the steps below and let me know the results:

• Update the BIOS to version 1.27.0 on Dell Support. For installation steps, you can contact them.
• Update the graphics driver to version 31.0.101.3959 on Dell Support. For installation steps, you can contact them.
• If the issue persists, update the graphics driver to BETA version 31.0.101.4335. For guidance, How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11 (Method 2)

Regards,  

Andres P. 

Intel Customer Support Technician 

[GusCB]

Hi Andres,

Steps followed, but no luck:

1. Update BIOS and reboot.

2. Update the graphics driver to version 31.0.101.3959 and reboot. Issue persists.

3. update the graphics driver to BETA version 31.0.101.4335 and reboot. Issue persists.

You'll find attached the new ssu export.

BR

[Andres_Intel]

Hello GusCB,

Thank you for your answer, it has been very helpful.

I will start with an investigation to provide with the next steps, as soon I have further information I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello GusCB,

We have been working on the investigation, please answer the questions below for a better understanding:

• Is there any app/driver that controls this device?
• Does this device belongs to the laptop or is it part of another device that you connected to the laptop?

Regards,  

Andres P. 

Intel Customer Support Technician

[GusCB]

Hi Andres,

After many tests and troubleshooting actions, I found that the issue is caused by Group Policies in our domain.

I've reach one specific policy and know, I'm trying to find out the setting . As soon as I'll correct it, I'll post it here.

Regards,

Gus

[Andres_Intel]

Hello GusCB,

Thank you for your response, and for letting me know that.

I will wait for you to the setting that is causing the issue, if the issue persists after that, keep me informed, and remember to answer the following questions:

• Is there any app/driver that controls this device?
• Does this device belongs to the laptop or is it part of another device that you connected to the laptop?

Regards,  

Andres P. 

Intel Customer Support Technician

[GusCB]

Hi Andres,

• No app/driver controls the device
• The device belongs to the laptop.
  
  Regards,
  Gus

[GusCB · Accepted solution]

Finally, problem solved by adding the "Window Manager\Window Manager Group" to 'Increase scheduling priority' through GPO.

I hope that it will also help others.

Thanks Andres.

[Andres_Intel]

Hello GusCB,

Thank you for your answer.

I am happy to hear that the issue is solved, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Regards,  

Andres P. 

Intel Customer Support Technician