Windows 11 terminal crash

[amkza]

Driver (32.0.101.6793) on fully patched Windows 11 Pro (24H2).

I run CPU video encoding - not using my B580 to encode video.

Using Handbrake.

Randomly the terminal would crash and this error will be logged in the Windows Event Viewer.

Faulting application name: WindowsTerminal.exe, version: 1.22.2504.24001, time stamp: 0x680a8a16
Faulting module name: igd10umt64xe.DLL, version: 32.0.101.6793, time stamp: 0x681b7757
Exception code: 0xc0000005
Fault offset: 0x0000000000aa6aa9
Faulting process id: 0x3BC8
Faulting application start time: 0x1DBC748AFD5B337
Faulting application path: C:\Program Files\WindowsApps\Microsoft.WindowsTerminal_1.22.11141.0_x64__8wekyb3d8bbwe\WindowsTerminal.exe
Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_ace2513ad14b54fc\igd10umt64xe.DLL
Report Id: cc455408-297f-46c8-a40b-6467fb3283bc
Faulting package full name: Microsoft.WindowsTerminal_1.22.11141.0_x64__8wekyb3d8bbwe
Faulting package-relative application ID: App

I mostly use the machine via remote desktop and the terminal has never crashed using RDP.

These crashes were only observed while I was using the machine directly not via RDP.

Not sure if that is relevant or not.

[RandyT_Intel]

Hi @amkza,

Thank you for posting here in our community. To effectively diagnose and address the issue you're experiencing, I kindly ask you to provide detailed responses to the following questions. This information will help us isolate the problem and determine the most appropriate course of action.  

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• When did the issue first occur? 
• Have you made any software or hardware changes to the system recently? 
• What troubleshooting steps have you tried so far? 
• Have you noticed any signs of overheating in the system? 

You may try initial steps here: How to Resolve Windows* Crash

I look forward to your response and am committed to resolving your issue promptly. 

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[amkza]

Hi @RandyT_Intel 

I have downloaded the SSU application.

I'll see if I can trigger it to happen again and then collect the logs.

No overheating.

I mostly use this machine via remote desktop and have never had this issue while using RDP.

It crashed twice when I was working directly on the machine not via RDP, in both scenarios I ran the jobs again via RDP and it worked fine without crashing.

No overheating, CPU hardly goes over 80C and I have never seen the GPU above the mid 60C.

I'll get back when I have the logs.

Regards

Antonie

[RandyT_Intel]

Hi @amkza,

Thank you for the update. We appreciate your efforts in downloading the SSU application and attempting to replicate the issue. It's helpful to know that overheating isn't a concern and that the problem seems to occur only when working directly on the machine.

Please feel free to reach out once you have the logs. We're here to assist you in resolving this matter.

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[amkza]

Hi

I was able to reproduce this on demand.

I run my CPU based Handbrake encoding.

The GPU is not in use for the encoding.

This never happens on remote desktop.

This only happens when I'm working directly on the machine (screen and keyboard attached).

If I set the Windows Power Sleep settings to never switch off the screen it never happens.

If I set the Windows Power Sleep settings to switch of the screen after say 2min I can trigger it to happen.

If I run the encode script and I direct the output to a file it does not happen even if the screen goes off.

So doing this prevents the terminal from crashing:

encode.bat > C:\Temp\out.txt 2>&1

I attached the SSU and Event Viewer output as well as the Handbrake output.txt that I piped to.

Handbrake prints out a constantly updating stream of text to show the progress.

In the terminal it does not scroll it looks like they keep updating the same line over and over.

In the output.txt it looks like new lines for those updates.

One last thing in my Windows Power Options I have the PCI Express Link State Power Managent configured.

I found that the idle usage of the B580 was extremely high - doing nothing the GPU would run 40C constantly.

Having enabled that my GPU idle at ambient temps. 

I'm not sure if it is related just figured I'll give you all the information seeing as this is now related to the display turning off.

Thanks

Antonie

[RandyT_Intel]

Hi @amkza,

I have reviewed the description you posted several times and do not see any particular issue with the Intel B580 graphics card, as you are using your AMD CPU for encoding. It appears that you may need to consult AMD regarding this issue. However, to extend my assistance, I will also look into this matter to see if I can provide additional insights regarding the occurrences on your system. Kindly give me some additional time to analyze the details you provided so I can offer you more information. I appreciate your patience.

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[amkza]

Hi Randy

I have been using this machine for 2yrs and doing lots of CPU based encoding.

I have never had any crashes.

The only thing new in my system is the Intel Arc B580.

Correct me if I'm wrong but is this not an Intel DLL?

Faulting module name: igd10umt64xe.DLL, version: 32.0.101.6793, time stamp: 0x681b7757

If you don't want to look at the issue you can close the ticket.

I have found a way to prevent it from crashing by piping the output as described.

I just figured I'll give you all the information possible for you to improve your product.

Regards

Antonie

[RandyT_Intel]

Hi @amkza,

I wanted to provide you with an update regarding the error message you encountered.

Upon reviewing the details, it appears that the error message is related to an Intel integrated graphics driver.

This is evidence by the path: Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_ace2513ad14b54fc\igd10umt64xe.DLL which points to an  integrated graphics driver.

Given that you are using an AMD Ryzen 9 5950X 16-Core Processor, I can confirm that the root cause of the issue is not related to the B580. Therefore, I recommend reaching out to your application developer to address the CPU encoding error you encountered.

Thank you for your understanding and cooperation.

Warm regards,  

Randy T.  

Intel Customer Support Technician