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idata
Community Manager
2,495 Views

UHD 620 and Photoshop Crash

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Hello,

I am having a problem similar to and have attached several requested items (per Leonardo C.) as part of resolving this problem. My original post from the other thread is below:

#

I am having the same problem with Photoshop CC 2018 on an ASUS running intel Core i5 8th Gen with UHD 620 graphics w/ driver version 24.20.100.6025 (the latest version). Photoshop crashes every time I try to run it, and NOTHING has changed on my machine. Photoshop worked yesterday, stopped working today. I got an error in Photoshop one time that said "Photoshop has encountered a problem with the display driver..."

The Photoshop error report is attached. Please help!

#

Thanks,

Ryan

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1 Solution
idata
Community Manager
572 Views

Hello Argoneon

 

 

Thank you for joining the Intel® community, allow me to help you with the problem that you have to open Photoshop.

 

 

When you installed the Intel® graphics driver 24.20.100.6025 did you perform a clean installation of the driver or you installed it on top of the previous version?

 

 

To perform a clean installation you have to uninstall the current and previous version of graphics drivers (see steps below) until you get to Microsoft basic display adapter, I would recommend that once you have this basic adapter open Photoshop to verify if you have any error message, after this testing you can manually install the Intel® graphics driver version 24.20.100.6025 (see steps below) download link: https://downloadmirror.intel.com/27680/a08/win64_24.20.100.6025.zip https://downloadmirror.intel.com/27680/a08/win64_24.20.100.6025.zip.

 

 

If this driver does not help you could also try the Intel® driver version 24.20.100.6286 (Latest) with a clean installation of the driver, download link: https://downloadmirror.intel.com/27988/a08/win64_24.20.100.6286.zip https://downloadmirror.intel.com/27988/a08/win64_24.20.100.6286.zip.

 

 

Download the Intel® drivers versions, once the download is completed make sure to take your system our of internet connection to uninstall/install the drivers.

 

 

Follow the steps below to uninstall the graphics driver:
  1. On the keyboard, press WinLogo key + R, then type in devmgmt.msc
  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 the Intel Graphics Driver and select Uninstall.
  5. Select the checkbox Delete the driver software for this device.
  6. Reboot the computer after the uninstall process has finished.

 

Repeat these steps until you have the Microsoft basic display adapter.

 

 

First test the Intel® graphics driver 24.20.100.6025 following these steps in order to update the graphics driver:
  1. Use the zip file.
  2. Unzip the file to a designated location or folder.
  3. Right-click on the Windows Start icon and open Device Manager.
  4. Click "Yes" when prompted for permission from User Account Control.
  5. Expand the Display adapters section.
  6. Right-click the Intel® graphics entry and select Update Driver Software.
  7. Click "Browse my computer for driver software".
  8. Click "Let me pick from a list of device drivers on my computer".
  9. Click "Have Disk".
  10. Click "Browse".
  11. Access the designated location or folder, and access a folder called "Graphics".
  12. Select the file called "igdlh64" or "igdlh".
  13. Click Open, then click OK, and finally click "Next". Drivers are now being installed.
  14. Reboot your computer.
  15. And let me know if you have any issues during the installation.

 

As mentioned previously if the Intel® driver 24.20.100.6025 does not work you could repeat these steps install the Intel® driver version 24.20.100.6286.

 

 

Hope his help.

 

 

Regards,

 

Leonardo C.

View solution in original post

3 Replies
idata
Community Manager
573 Views

Hello Argoneon

 

 

Thank you for joining the Intel® community, allow me to help you with the problem that you have to open Photoshop.

 

 

When you installed the Intel® graphics driver 24.20.100.6025 did you perform a clean installation of the driver or you installed it on top of the previous version?

 

 

To perform a clean installation you have to uninstall the current and previous version of graphics drivers (see steps below) until you get to Microsoft basic display adapter, I would recommend that once you have this basic adapter open Photoshop to verify if you have any error message, after this testing you can manually install the Intel® graphics driver version 24.20.100.6025 (see steps below) download link: https://downloadmirror.intel.com/27680/a08/win64_24.20.100.6025.zip https://downloadmirror.intel.com/27680/a08/win64_24.20.100.6025.zip.

 

 

If this driver does not help you could also try the Intel® driver version 24.20.100.6286 (Latest) with a clean installation of the driver, download link: https://downloadmirror.intel.com/27988/a08/win64_24.20.100.6286.zip https://downloadmirror.intel.com/27988/a08/win64_24.20.100.6286.zip.

 

 

Download the Intel® drivers versions, once the download is completed make sure to take your system our of internet connection to uninstall/install the drivers.

 

 

Follow the steps below to uninstall the graphics driver:
  1. On the keyboard, press WinLogo key + R, then type in devmgmt.msc
  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 the Intel Graphics Driver and select Uninstall.
  5. Select the checkbox Delete the driver software for this device.
  6. Reboot the computer after the uninstall process has finished.

 

Repeat these steps until you have the Microsoft basic display adapter.

 

 

First test the Intel® graphics driver 24.20.100.6025 following these steps in order to update the graphics driver:
  1. Use the zip file.
  2. Unzip the file to a designated location or folder.
  3. Right-click on the Windows Start icon and open Device Manager.
  4. Click "Yes" when prompted for permission from User Account Control.
  5. Expand the Display adapters section.
  6. Right-click the Intel® graphics entry and select Update Driver Software.
  7. Click "Browse my computer for driver software".
  8. Click "Let me pick from a list of device drivers on my computer".
  9. Click "Have Disk".
  10. Click "Browse".
  11. Access the designated location or folder, and access a folder called "Graphics".
  12. Select the file called "igdlh64" or "igdlh".
  13. Click Open, then click OK, and finally click "Next". Drivers are now being installed.
  14. Reboot your computer.
  15. And let me know if you have any issues during the installation.

 

As mentioned previously if the Intel® driver 24.20.100.6025 does not work you could repeat these steps install the Intel® driver version 24.20.100.6286.

 

 

Hope his help.

 

 

Regards,

 

Leonardo C.

View solution in original post

idata
Community Manager
572 Views

Hi Leonardo,

Thank you so much for the detailed steps. I was able to uninstall the driver to get back to the Microsoft Display Adapter, but then my computer repeatedly crashed.

I kept getting the error VIDEO_DXGKRNL_FATAL_ERROR and was forced to reinstall Windows.

After reinstalling, I successfully completed the steps, installing version 24.20.100.6025. The problems with Photoshop went away, and all is working well now.

Ryan

idata
Community Manager
572 Views

Hello Argoneon

 

 

Thank you for the information, I am glad to know that the problem was solved.

 

 

Best Regards,

 

Leonardo C.

 

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