PowerPoint hangs on timeline adjustment after video insertion

chihshen · ‎07-28-2025

PowerPoint hangs when adjusting the timeline after inserting a video. The dumps collected every 2 secs shows that it is hanging in function gd10um64xe!ctlInit+0x91407:

Dump 1

0:053> .time

Debug session time: Tue Jul 22 15:35:49.000 2025 (UTC + 8:00)

System Uptime: 0 days 3:59:47.731

Process Uptime: 0 days 0:00:27.000

Kernel time: 0 days 0:00:00.000

User time: 0 days 0:00:13.000

# DbgID ThdID Wait Function User Kernel Info TEB Create Time

53 a5c igd10um64xe!ctlInit+0x91407 12s.078 0s 0000009aab414000 07/22/2025 07:35:23.607 AM

0:053> kPL

# Child-SP RetAddr Call Site

00 0000009a`afcfec00 00007ff9`1eae12db igd10um64xe!ctlInit+0x91407

01 0000009a`afcfec30 00007ff9`1eabc480 igd10um64xe!OpenAdapter10+0x14016b

02 0000009a`afcfec90 00007ff9`27ccc023 igd10um64xe!OpenAdapter10+0x11b310

03 0000009a`afcfecf0 00007ff8`cc14d75a d3d11!CDevice::GetVideoDecoderCaps(

struct _GUID * pDecoderProfile = 0x0000009a`afcff250 {1B81BE68-A0C7-11D3-B984-00C04F2E73C5},

unsigned int SampleWidth = 0x780,

unsigned int SampleHeight = 0x440,

struct DXGI_RATIONAL * pFrameRate = 0x0000009a`afcfeea8,

unsigned int BitRate = 0,

struct _GUID * pCryptoType = 0x00000000`00000000,

unsigned int * pDecoderCaps = 0x0000009a`afcfee90)+0x173

04 0000009a`afcfee40 00007ff8`cc16725e msmpeg2vdec!CH264DX11Allocator::CheckDownsamplingOPBSupportOnNewDecodingRes(

unsigned int dwNewOutputSurfaceCount = <Value unavailable error>,

unsigned int uiDecodingWidth = 0x780,

unsigned int uiDecodingHeight = 0x440,

struct _GUID * decoderGUID = 0x0000009a`afcff250 {1B81BE68-A0C7-11D3-B984-00C04F2E73C5},

struct _DXVA2_VideoDesc * pOPBVideoDesc = 0x0000009a`afcff068,

struct _DXVA2_ConfigPictureDecode * decoderConfiguration = 0x0000009a`afcff0a0)+0x3fe

05 0000009a`afcfefc0 00007ff8`cc056223 msmpeg2vdec!CH264MFTDecoderDX11::ResolutionChange(

struct _CheckResolutionChangeParams * params = 0x0000009a`afcff330)+0x3ee

06 0000009a`afcff310 00007ff8`cc038bb8 msmpeg2vdec!g_callbackMFTResolutionChange(

void * pContext = <Value unavailable error>,

struct _CheckResolutionChangeParams * params = <Value unavailable error>)+0x83

07 (Inline Function) --------`-------- msmpeg2vdec!CheckResolutionChanges(void)+0x339

08 0000009a`afcff3c0 00007ff8`cc0386e1 msmpeg2vdec!Task_DXVA_VLD_Decode(

struct stMSH264Decoder_tag * pDecoder = 0x000001e2`d9eafef0,

struct stPictureHolder_tag * pPicHolder = 0x000001e2`dac77820,

int iThreadID = <Value unavailable error>,

int * piIndex = <Value unavailable error>)+0x488

09 0000009a`afcff990 00007ff8`cc049011 msmpeg2vdec!StageExecute_DXVA_VLD_Decode(

struct stMSH264Decoder_tag * pDecoder = 0x000001e2`d9eafef0,

int iThreadID = 0n0,

struct stTaskNode_tag * pTask = 0x000001e2`4ec0e030)+0xd1

0a 0000009a`afcffa30 00007ff8`cc04a668 msmpeg2vdec!TaskScheduler_FindAndExecuteTask(

struct stTaskScheduler_tag * pTaskScheduler = 0x000001e2`54244e50,

int iThreadID = 0n0,

int bPumpedTasks = <Value unavailable error>)+0xc1

0b (Inline Function) --------`-------- msmpeg2vdec!DecodeData(void)+0x29

0c 0000009a`afcffaa0 00007ff9`2e7a259d msmpeg2vdec!ThreadedDecode(

void * pTS = 0x000001e2`d9eb0c38)+0x168

0d 0000009a`afcffb00 00007ff9`2f24af78 kernel32!BaseThreadInitThunk(

unsigned long RunProcessInit = <Value unavailable error>,

<function> * StartAddress = <Value unavailable error>,

void * Argument = <Value unavailable error>)+0x1d

0e 0000009a`afcffb30 00000000`00000000 ntdll!RtlUserThreadStart(

<function> * StartAddress = 0x00000000`00000000,

void * Argument = 0x00000000`00000000)+0x28

Dump 2

# DbgID ThdID Wait Function User Kernel Info TEB Create Time

51 a5c igd10um64xe!ctlInit+0x91407 15s.062 0s 0000009aab414000 07/22/2025 07:35:23.607 AM

0:051> kPL

# Child-SP RetAddr Call Site

00 0000009a`afcfec00 00007ff9`1eae12db igd10um64xe!ctlInit+0x91407

01 0000009a`afcfec30 00007ff9`1eabc480 igd10um64xe!OpenAdapter10+0x14016b

02 0000009a`afcfec90 00007ff9`27ccc023 igd10um64xe!OpenAdapter10+0x11b310

03 0000009a`afcfecf0 00007ff8`cc14d75a d3d11!CDevice::GetVideoDecoderCaps(

struct _GUID * pDecoderProfile = 0x0000009a`afcff250 {1B81BE68-A0C7-11D3-B984-00C04F2E73C5},

unsigned int SampleWidth = 0x780,

unsigned int SampleHeight = 0x440,

struct DXGI_RATIONAL * pFrameRate = 0x0000009a`afcfeea8,

unsigned int BitRate = 0,

struct _GUID * pCryptoType = 0x00000000`00000000,

unsigned int * pDecoderCaps = 0x0000009a`afcfee90)+0x173

04 0000009a`afcfee40 00007ff8`cc16725e msmpeg2vdec!CH264DX11Allocator::CheckDownsamplingOPBSupportOnNewDecodingRes(

unsigned int dwNewOutputSurfaceCount = <Value unavailable error>,

unsigned int uiDecodingWidth = 0x780,

unsigned int uiDecodingHeight = 0x440,

struct _GUID * decoderGUID = 0x0000009a`afcff250 {1B81BE68-A0C7-11D3-B984-00C04F2E73C5},

struct _DXVA2_VideoDesc * pOPBVideoDesc = 0x0000009a`afcff068,

struct _DXVA2_ConfigPictureDecode * decoderConfiguration = 0x0000009a`afcff0a0)+0x3fe

05 0000009a`afcfefc0 00007ff8`cc056223 msmpeg2vdec!CH264MFTDecoderDX11::ResolutionChange(

struct _CheckResolutionChangeParams * params = 0x0000009a`afcff330)+0x3ee

06 0000009a`afcff310 00007ff8`cc038bb8 msmpeg2vdec!g_callbackMFTResolutionChange(

void * pContext = <Value unavailable error>,

struct _CheckResolutionChangeParams * params = <Value unavailable error>)+0x83

07 (Inline Function) --------`-------- msmpeg2vdec!CheckResolutionChanges(void)+0x339

08 0000009a`afcff3c0 00007ff8`cc0386e1 msmpeg2vdec!Task_DXVA_VLD_Decode(

struct stMSH264Decoder_tag * pDecoder = 0x000001e2`d9eafef0,

struct stPictureHolder_tag * pPicHolder = 0x000001e2`dac77820,

int iThreadID = <Value unavailable error>,

int * piIndex = <Value unavailable error>)+0x488

09 0000009a`afcff990 00007ff8`cc049011 msmpeg2vdec!StageExecute_DXVA_VLD_Decode(

struct stMSH264Decoder_tag * pDecoder = 0x000001e2`d9eafef0,

int iThreadID = 0n0,

struct stTaskNode_tag * pTask = 0x000001e2`4ec0e030)+0xd1

0a 0000009a`afcffa30 00007ff8`cc04a668 msmpeg2vdec!TaskScheduler_FindAndExecuteTask(

struct stTaskScheduler_tag * pTaskScheduler = 0x000001e2`54244e50,

int iThreadID = 0n0,

int bPumpedTasks = <Value unavailable error>)+0xc1

0b (Inline Function) --------`-------- msmpeg2vdec!DecodeData(void)+0x29

0c 0000009a`afcffaa0 00007ff9`2e7a259d msmpeg2vdec!ThreadedDecode(

void * pTS = 0x000001e2`d9eb0c38)+0x168

0d 0000009a`afcffb00 00007ff9`2f24af78 kernel32!BaseThreadInitThunk(

unsigned long RunProcessInit = <Value unavailable error>,

<function> * StartAddress = <Value unavailable error>,

void * Argument = <Value unavailable error>)+0x1d

0e 0000009a`afcffb30 00000000`00000000 ntdll!RtlUserThreadStart(

<function> * StartAddress = 0x00000000`00000000,

void * Argument = 0x00000000`00000000)+0x28

Dump 3

# DbgID ThdID Wait Function User Kernel Info TEB Create Time

50 a5c igd10um64xe!ctlInit+0x91405 18s.015 0s 0000009aab414000 07/22/2025 07:35:23.607 AM

0:050> kPL

# Child-SP RetAddr Call Site

00 0000009a`afcfec00 00007ff9`1eae12db igd10um64xe!ctlInit+0x91405

01 0000009a`afcfec30 00007ff9`1eabc480 igd10um64xe!OpenAdapter10+0x14016b

02 0000009a`afcfec90 00007ff9`27ccc023 igd10um64xe!OpenAdapter10+0x11b310

03 0000009a`afcfecf0 00007ff8`cc14d75a d3d11!CDevice::GetVideoDecoderCaps(

struct _GUID * pDecoderProfile = 0x0000009a`afcff250 {1B81BE68-A0C7-11D3-B984-00C04F2E73C5},

unsigned int SampleWidth = 0x780,

unsigned int SampleHeight = 0x440,

struct DXGI_RATIONAL * pFrameRate = 0x0000009a`afcfeea8,

unsigned int BitRate = 0,

struct _GUID * pCryptoType = 0x00000000`00000000,

unsigned int * pDecoderCaps = 0x0000009a`afcfee90)+0x173

04 0000009a`afcfee40 00007ff8`cc16725e msmpeg2vdec!CH264DX11Allocator::CheckDownsamplingOPBSupportOnNewDecodingRes(

unsigned int dwNewOutputSurfaceCount = <Value unavailable error>,

unsigned int uiDecodingWidth = 0x780,

unsigned int uiDecodingHeight = 0x440,

struct _GUID * decoderGUID = 0x0000009a`afcff250 {1B81BE68-A0C7-11D3-B984-00C04F2E73C5},

struct _DXVA2_VideoDesc * pOPBVideoDesc = 0x0000009a`afcff068,

struct _DXVA2_ConfigPictureDecode * decoderConfiguration = 0x0000009a`afcff0a0)+0x3fe

05 0000009a`afcfefc0 00007ff8`cc056223 msmpeg2vdec!CH264MFTDecoderDX11::ResolutionChange(

struct _CheckResolutionChangeParams * params = 0x0000009a`afcff330)+0x3ee

06 0000009a`afcff310 00007ff8`cc038bb8 msmpeg2vdec!g_callbackMFTResolutionChange(

void * pContext = <Value unavailable error>,

struct _CheckResolutionChangeParams * params = <Value unavailable error>)+0x83

07 (Inline Function) --------`-------- msmpeg2vdec!CheckResolutionChanges(void)+0x339

08 0000009a`afcff3c0 00007ff8`cc0386e1 msmpeg2vdec!Task_DXVA_VLD_Decode(

struct stMSH264Decoder_tag * pDecoder = 0x000001e2`d9eafef0,

struct stPictureHolder_tag * pPicHolder = 0x000001e2`dac77820,

int iThreadID = <Value unavailable error>,

int * piIndex = <Value unavailable error>)+0x488

09 0000009a`afcff990 00007ff8`cc049011 msmpeg2vdec!StageExecute_DXVA_VLD_Decode(

struct stMSH264Decoder_tag * pDecoder = 0x000001e2`d9eafef0,

int iThreadID = 0n0,

struct stTaskNode_tag * pTask = 0x000001e2`4ec0e030)+0xd1

0a 0000009a`afcffa30 00007ff8`cc04a668 msmpeg2vdec!TaskScheduler_FindAndExecuteTask(

struct stTaskScheduler_tag * pTaskScheduler = 0x000001e2`54244e50,

int iThreadID = 0n0,

int bPumpedTasks = <Value unavailable error>)+0xc1

0b (Inline Function) --------`-------- msmpeg2vdec!DecodeData(void)+0x29

0c 0000009a`afcffaa0 00007ff9`2e7a259d msmpeg2vdec!ThreadedDecode(

void * pTS = 0x000001e2`d9eb0c38)+0x168

0d 0000009a`afcffb00 00007ff9`2f24af78 kernel32!BaseThreadInitThunk(

unsigned long RunProcessInit = <Value unavailable error>,

<function> * StartAddress = <Value unavailable error>,

void * Argument = <Value unavailable error>)+0x1d

0e 0000009a`afcffb30 00000000`00000000 ntdll!RtlUserThreadStart(

<function> * StartAddress = 0x00000000`00000000,

void * Argument = 0x00000000`00000000)+0x28

0:000> lmvm igd10um64xe

Browse full module list

start end module name

00007ff9`1e720000 00007ff9`1f7f3000 igd10um64xe (export symbols) igd10um64xe.DLL

Loaded symbol image file: igd10um64xe.DLL

Image path: C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_76706ef39f68fde7\igd10um64xe.DLL

Image name: igd10um64xe.DLL

Browse all global symbols functions data Symbol Reload

Timestamp: Mon Apr 4 11:31:20 2022 (624A6688)

CheckSum: 0114AAA8

ImageSize: 010D3000

File version: 30.0.101.1692

Product version: 30.0.101.1692

File flags: 0 (Mask 3F)

File OS: 40004 NT Win32

File type: 2.8 Dll

File date: 00000000.00000000

Translations: 0409.04b0

Information from resource tables:

CompanyName: Intel Corporation

ProductName: Intel HD Graphics Drivers for Windows(R)

InternalName: igd10um64xe.dll

OriginalFilename: igd10um64xe.dll

ProductVersion: 30.0.101.1692

FileVersion: 30.0.101.1692

FileDescription: User Mode Driver for Intel(R) Graphics Technology

JeanetteC_Intel · ‎07-29-2025

Hello chihshen,

Thank you for posting in Intel Communities.

I will look into this internally and provide an update as soon as it's available.

Best regards,

JeanetteC.

Intel® Customer Support Technician

JeanetteC_Intel · ‎07-31-2025

Hello chihshen,

Please be informed that I am still addressing the issue you raised. Kindly provide and clarify the following information to help isolate the problem:

When did the issue begin?
Was PowerPoint functioning properly before?
What version of Microsoft PowerPoint are you using?
What changes did you make before encountering the issue?
Have you contacted Microsoft Support prior to reaching out to us? If so, what was their diagnosis?

Additionally, I highly appreciate you sharing your system configuration so I can fully check and provide you with an accurate fix. This could be possible by downloading the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

Scan: Check the box Everything.
Click Scan.
Review: When finished scanning, click Next.
Click Save. *Attach the SSU log file as you reply.

I look forward to hearing from you soon.

Best regards,

JeanetteC.

Intel® Customer Support Technician

JeanetteC_Intel · ‎08-04-2025

Hello chihshen,

Have you had a chance to look over the previous post?

If you have any questions, please don't hesitate to reach out.

Best regards,

JeanetteC.

Intel® Customer Support Technician

chihshen · ‎08-04-2025

Hi Jeanette,

I'm getting my customer's help to answer your questions and to collect logs with the tool you provided. I'll update later once I got his feedback. By the way, could you please help check what the source code is going on between igd10um64xe!ctlInit+0x91405 and igd10um64xe!ctlInit+0x91407?

Best regards,
Patrick

JeanetteC_Intel · ‎08-05-2025

Hello chihshen,

Thanks for the update. I appreciate you working with your customer to collect the needed information and logs. Please let me know once you have their feedback.

I'll check into the source code between igd10um64xe!ctlInit+0x91405 and igd10um64xe!ctlInit+0x91407 and get back to you with any details I find.

Best regards,

JeanetteC.

Intel Customer Support Technician

chihshen · ‎08-07-2025

Hi Jeanette,

The scan log attached. So far, the customer has tested three units of the Acer VX4680G model with M365 Office, and the issue can be reproduced 100% of the time on all of them.

JeanetteC_Intel · ‎08-07-2025

Hello chihshen,

Thank you for sharing the SSU log file that I requested. To further understand the issue, I would like to ask for the following information:

Can you confirm that this is the exact system your end customer is using? Veriton X Desktop - VX4680G-I51140S2 | Acer Store – US
What is the version/build of the Microsoft 365 Office is being used by your end-customer?
Have you contacted Microsoft Support before contacting us? If yes, may I know what their feedback on the issue was.
What troubleshooting steps has been completed before contacting us? This would help us avoid duplicating the troubleshooting steps that was tried before. Additionally, I need to clarify if you already tried the following the steps on the article: PowerPoint isn't responding, hangs or freezes
What is the file type used you use when appending to PowerPoint? Is it an MP4? FLV?

Additionally, you can try to update this graphics driver to the latest version from Intel® Arc™ & Iris® Xe Graphics - Windows*? I highly suggest using Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver. If the issue persists, please reach out to your system manufacturer support team and get the latest OEM drivers for the onboard graphics and proceed with clean installation using the DDU.

I'm still working on the source code between igd10um64xe!ctlInit+0x91405 and igd10um64xe!ctlInit+0x91407.

I hope to hear from you soon.

Best regards,

JeanetteC.

Intel Customer Support Technician

chihshen · ‎08-10-2025

Hi Jeanette,

Yes, the customers are using Veriton X Desktop - VX4680G-I51140S2:
- Processor 11th Gen Intel(R) Core(TM) i5-11400 @ 2.60GHz, 2592 Mhz, 6 Core(s), 12 Logical Processor(s)
- BIOS Version/Date Acer R01-A3, 11/4/2021
- SMBIOS Version 3.3
- Embedded Controller Version 1.00
- BIOS Mode UEFI
- BaseBoard Manufacturer Acer
- BaseBoard Product Veriton X4680G
- BaseBoard Version 1.0
- Win 11 23H2 w/ KB5062170 (2025.5)
- Name Intel(R) UHD Graphics 730
- File Type: MP4

The client's current PowerPoint version is 16.0.18526.20264. He contacted Microsoft support regarding this issue in May and have already tried the relevant updates and repair installations. Hang dumps have already been collected, and they indicate that the hang occurred during the execution of the Intel driver.

I will ask the client to update Windows, PowerPoint, and the Intel Graphic Driver to the latest versions and test again. I’ll update you with the results afterward.

JeanetteC_Intel · ‎08-11-2025

Hello chihshen,

Thank you for providing these important details. I look forward to your next update so I can determine the best course of action if the issue continues.

Best regards,

JeanetteC.

Intel Customer Support Technician

VonM_Intel · ‎08-14-2025

Hello chihshen,

Have you had an opportunity to review our previous response? As mentioned earlier, you planned to have the client update Windows, PowerPoint, and the Intel Graphics driver to the latest versions and perform testing. Once completed, please share the results so we can determine if the issue persists or if further investigation is required.

If you need any additional assistance, please don’t hesitate to reach out. We're happy to help.

Best regards,

Von M.

Intel Customer Support Technician

chihshen · ‎08-18-2025

Hi support team,

The customer just responded that they tested one machine, and after updating to the latest public Intel graphics driver (32.0.101.6989), the issue was resolved. They are currently testing other machines, and I will update you on the status.

BR,
Patrick

JeanetteC_Intel · ‎08-19-2025

Hello chihshen,

Thanks for the update. I'm glad the latest Intel graphics driver fixed the issue on one machine. Let me know how the other machines turn out. If you need more help, just let me know. I appreciate your work in getting everything sorted.

Best regards,

JeanetteC.

Intel Customer Support Technician

JeanetteC_Intel · ‎08-21-2025

Hello chihshen,

Have we received any updates on whether the latest driver resolved the issue on the other machines as well? I look forward to hearing from you soon.

Best regards,

JeanetteC.

Intel Customer Support Technician

chihshen · ‎08-25-2025

Hi JeanetteC,

Thanks for your assistance. The issues has been resolved with the latest public driver on all problematic devices. Please feel free to close this ticket, thanks again for your great help!

Best regards,
Patrick

JeanetteC_Intel · ‎08-25-2025

Hello chihshen,

Thank you for the update! I'm glad the latest driver resolved your issues. I'll close this ticket as requested. If you need future assistance, please create a new support request.

Thanks for your patience, and I'm happy we could help!

Sincerely,

JeanetteC.

Intel Customer Support Technician