We have received numerous crash reports (thousands) through DRAFTSIGHT and EDRAWINGS, HP ProBook 640 G4 ( Intel(R) UHD Graphics 620 ). Any help would be great. Thanks

[SSmit62]

-------------------------------------------------

Faulting application name: DraftSight.exe, version: 18.3.0.28051, time stamp: 0x5bbf379b

Faulting module name: ig9icd64.dll, version: 25.20.100.6472, time stamp: 0x5c0ebd3e

Exception code: 0xc0000005

Fault offset: 0x00000000000202ee

Faulting process id: 0x1eac

Faulting application start time: 0x01d53628d3ab4f76

Faulting application path: C:\Program Files\Dassault Systemes\DraftSight\bin\DraftSight.exe

Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\ki130624.inf_amd64_d85487143eec5e1a\ig9icd64.dll

Report Id: a2190640-9a42-4b3e-9b97-d2dcc65926d0

Faulting package full name: 

Faulting package-relative application ID: 

--------------------------------------

Faulting application name: eDrawings.exe, version: 16.5.0.84, time stamp: 0x57ead7fd

Faulting module name: ig9icd64.dll, version: 25.20.100.6472, time stamp: 0x5c0ebd3e

Exception code: 0xc0000005

Fault offset: 0x00000000000202ee

Faulting process id: 0x28c4

Faulting application start time: 0x01d5362917a0880f

Faulting application path: C:\Program Files\SolidWorks Corp\eDrawings\eDrawings.exe

Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\ki130624.inf_amd64_d85487143eec5e1a\ig9icd64.dll

Report Id: 485c3fc9-ec89-48cd-b333-eb7ea293f57e

Faulting package full name: 

Faulting package-relative application ID: 

--------------------------------------------

• Update all drivers
• Restart PC
• Last eDrawings version

[Alberto_R_Intel]

SSmit62, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance, we just wanted to confirm a few details about your system:

Is this a new computer?

Did you make any recent hardware/software changes?

Was it working fine before?

When did the issue start?

Which Windows* version are you using?

Are the latest Windows* updates installed? Some applications may not run if the operating system is not up to date. You may need to contact the application developer to see if a specific Windows* build is required.

Are you sure the computer meets the requirements to run the applications?

Did you try to uninstall and re-install the applications?

Do you have the option to share a video of when the problem happens so we can have a better understanding of this scenario?

We recommend installing the graphics driver provided by the manufacturer of the computer since that driver was customized by them work with your specific platform.

I looked in HP's web site for the latest Intel® Graphics driver available in there, based on the reports you provided previously, we can confirm that, in fact, you are using the latest version validated by them in your platform, which is 25.20.100.6472:

https://support.hp.com/us-en/drivers/selfservice/hp-probook-640-g4-notebook-pc/18602168

Since the problem remains after installing that driver version and since the laptop works with Intel® UHD Graphics 620, we can always try to install the latest Intel® Generic Graphics driver version 26.20.100.6912:

https://downloadcenter.intel.com/download/28888/Intel-Graphics-Windows-10-DCH-Drivers?product=126789

If the problem persists after that, then please provide the information requested in the following link:

https://forums.intel.com/s/question/0D50P0000490AGdSAM/important-template-for-submitting-a-graphics-bug?language=en_US

To provide the DxDiag information please follow these steps:

• In the keyboard, press WinLogo key + R.
• In the Run box please type dxdiag and hit Enter.
• Click on Save All Information (save it in your desktop).
• Open the report.
• Use the option "save all information" to save the .TXT file to your desktop.

To gather the SSU report, please use the following link:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

To attach the DxDiag and SSU reports, once you choose "reply" select the "clip" icon in the lower-left corner.

Regards,

Alberto R.

Intel Customer Support Technician   

Under Contract to Intel Corporation

[SSmit62]

Hi Alberto,

Thanks for the reply.

Is it a new computer? Yes, it's an HP ProBook 640 G4

Have you made any recent changes to the hardware / software? No

Did it work well before? It worked in the early days, after a while it doesn't work anymore

When did the problem start? After a few weeks of installation

What version of Windows * are you using? We use Windows 10 Enterprise version 1809 (Build OS: 17763.557)

Are the latest Windows * updates installed? Yes, we used the Windows update

Are you sure your computer meets the requirements to run applications?

Have you tried uninstalling and reinstalling the applications? Yes, but: either it doesn't work or it stops working after a while

Do you have the ability to share a video of when the problem occurs so you can have a better understanding of this scenario? Not now

The user told us that if he restarts the PC many times, the program works. But after that it doesn't work anymore.

We did tests that you told us. The graphics driver was not installed.

Also, I attach the DxDiag file.

[SSmit62]

This is the error about graphics diver.

[Alberto_R_Intel]

Hi SSmit62, You are very welcome, thank you very much for providing those details and for sharing the DxDiag report.

Besides that report, we also need the SSU file and the information requested in the following link:

https://forums.intel.com/s/question/0D50P0000490AGdSAM/important-template-for-submitting-a-graphics-bug?language=en_US

We understand that there is actually another person using the laptop, just to let you know, he/she can also get in contact directly with the Intel® technical support for us to be able to further assist him/her with this scenario. In the following link you will find the options for live support, phone, chat or online service, choose "Intel® Graphics" under "Hardware" tab to be able to see those options:

https://www.intel.com/content/www/us/en/support/contact-support.html#@1

The reason why the Intel® Graphics driver is not getting installed is because it is a generic driver, meaning it might or it might not work with that specific platform, that is why we recommend installing the Graphics driver provided by HP. As an option to install the Intel® Generic Graphics driver, we can try to install it manually:

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

Now, in reference to the DxDiag report, according to the information showing in the file the Graphics driver that is currently installed is the one provided by HP, which is version 25.20.100.6472, that is the proper driver for the laptop.

The Graphics driver provided by HP and the laptop are customized by them, so they can enable/disable different options in the BIOS as well as the features and functions of the laptop, they can also add a fix to their Graphics driver.

So, at this point, what we recommend is to get in contact directly with the developers of the applications to make sure the computer meets the minimum requirements to use them, or another option, will be to get in contact directly with HP support to report this problem so they can be aware of this situation, for them to try to add a fix to their Graphics driver and provide further suggestions on this matter, a new driver release from them might be the solution for this problem:

https://support.hp.com/us-en

Regards,

Alberto R.

Intel Customer Support Technician   

Under Contract to Intel Corporation

[Alberto_R_Intel]

SSmit62, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Alberto R.

[Alberto_R_Intel]

SSmit62, Since I have not heard back from you, we are closing the case, but if you have any additional questions, just reply back or post a new question.

Regards,

Alberto R.

Intel Customer Support Technician   

Under Contract to Intel Corporation