Iris Xe freezing

[Ben20]

Hi, we are a small company that write CAD software. Many users using the new Dell XPS sold at Costco that contains the Iris Xe graphics GPU are reporting freezes on software we develop. It only happens with the new Iris Xe GPU. No other reports of these issues from other hardware. The software sometimes is able to report the error before it completely locks up. It says the "graphics context has been suspended". No other hardware has this issue and we've actually recommended to some customers to contact Dell or Intel, but many opt to just return the laptop because it is so new and within the return policy. No idea how to get in touch with a specialist from Intel on the matter, but our analytics suggest it currently affects dozens of customers and potential customers using on of our products. 

Note that the issue is exasperated by plugging in the laptop to a Dell docking station for multimonitor support. Some users are able to make things work by unplugging from their dock, but we still occasionally experience crashes.

[Jocelyn_Intel]

Hello, @Ben20  

Thank you for posting on the Intel® communities.  

I understand that you are having freezing issues in CAD software, I will do my best to help you. 

• How many systems are affected? What are the models reported with this issue? 
• Make sure to install all the Windows updates available on them. 
• Please attach an Intel SSU report from one of the laptops affected: 

Intel® System Support Utility for Windows. 

Note: Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Ben20]

Hi Jocelyn,

None of us in the company have this Iris Xe graphics chip so we cannot easily run the SSU report on an affected. Perhaps we can get one from a user eventually.
For now we are updating our application to record the graphics driver version and processor model to our error reports so we can get a better count of the number of customers it affects. We believe it to be about a dozen customers so far affected. It's hard to get a accurate count however because at least 50% of the time, the application crash from suspending the GPU context does not allow the application to send the error in time. I'll get more info to you when I can.

[Jocelyn_Intel]

Hello, @Ben20  

Thank you for your reply. 

No worries, I understand the situation.  

In that case, please provide us with the following information so we can investigate from our side: 

• How many systems are affected? What are the models reported with this issue? 
• If the Intel SSU cannot be provided, what are the models of the systems affected? 
  • What is their Operating system, OS build and version? 
  • Which driver is showing problems? 
• Do the freezes happen using a 3rd party GPU using the same environment and software being developed? 
• Is it possible for you to share via community or privately the download link for your software? 
• What are the steps to reproduce the issue? Please be specific as we want to replicate it. 
• Please provide debug results showing that it is not on the app's side. Such as: 
  • Videos or screenshots. 
  • Memory or app dumps. 
  • For DirectX Apps, debug layer captured via dxcpl. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @Ben20    

I hope you are great. 

I am checking this thread and I would like to know if you still need help.   

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jose_Intel]

Hello Ben20   

We hope you are having a nice day. 

We have not heard back from you. So, we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored. 

Best regards. 

Jose B.  

Intel Customer Support Technician.