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application shut down unexpectedly WMPlayer video play(igd9trinity32.dll) - requestion

Orora
Beginner
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Sorry for the late reply.

I am reposting the questions with additional information as the previous post has expired.
- https://community.intel.com/t5/Graphics/application-shut-down-unexpectedly-WMPlayer-video-play/m-p/1648891#M136363 

 

  1. Did you perform a clean installation?
    - Yes
  2. Can you tell me if the program you developed also works on different laptops?
    - The issue only occurred on the specific PC; it worked fine on other PCs.
  3. Have you tried using a laptop that has an Nvidia or AMD GPU?
    - I haven’t tested it with specific GPUs. However, I confirmed it worked on multiple PCs, some of which likely had Nvidia or AMD GPUs.
  4. When you say "the program crashes when playing videos only on specific PCs," can you elaborate more on this?
    - The program sequentially displays registered images and videos. Images are shown by creating a CWnd, and videos are played using WMPlayer. When "Video1" finishes playing, "Video2" starts. The error occurs and the program crashes when "Video2" begins.
  5. You also mentioned that you found a discussion about the same issue. Can you share the link for that? Do they also use Intel graphics?
    - https://community.intel.com/t5/Graphics/application-shut-down-unexpectedly-every-3-hour-same-reason/td-p/1633775
  6. Can you share the error code?
    오류 있는 응용 프로그램 이름: ADViewer.exe, 버전: 10.2024.1205.101, 타임스탬프: 0x67515e51
    오류 있는 모듈 이름: igd9trinity32.dll, 버전: 31.0.101.5007, 타임스탬프: 0x655878c6
    예외 코드: 0xc0000409
    오류 오프셋: 0x00c110d8
    오류 있는 프로세스 ID: 0x4d7c
    오류 있는 응용 프로그램 시작 시간: 0x01db4ac10e6092ab
    오류 있는 응용 프로그램 경로: C:\NK21\DownLoad\ADViewer.exe
    오류 있는 모듈 경로: C:\windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_c183e9f567970786\igd9trinity32.dll
    보고서 ID: a81b12d4-791a-40f4-9009-3f5e9c8ac41d
    오류 있는 패키지 전체 이름:
    오류 있는 패키지에 상대적인 응용 프로그램 ID:

 

 

 

 

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RandyT_Intel
Moderator
263 Views

Hello Orora,

 

The issue you're experiencing with WMPlayer crashing during video playback is related to the igd9trinity32.dll file, which is part of the Intel graphics driver. This problem can occur due to driver conflicts or corruption.

 

To better assist you, I need to gather some additional information. Could you please answer the following questions? 

 

  1. Has this issue occurred before? 
  2. Can you please run the System Support Utility (SSU) and share the logs with me? 
  3. How did you perform the last update? Did you use a device manager-clean installation or Display Driver Uninstaller (DDU) before updating to the latest graphics driver? 
  4. May I know the origin of the application? 
  5. Have you updated the app version or any related applications recently? 
  6. What troubleshooting steps have you tried so far to fix the issue? 
  7. Have you tried rolling back to the previous graphics driver version? 

 

Providing this information will help me diagnose the system more accurately and check for available solutions. Thank you for your cooperation, and I look forward to your response. 

 

Best regards, 

 

Randy T. 

Intel Customer Support Technician 


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Orora
Beginner
249 Views
 
  1. No, this issue has been identified for the first time on a specific PC.
  2. I have attached the SSU logs.
  3. I'm not sure.
  4. It's a program I developed myself using MFC.
  5. Are you referring to the app version as WMPlayer? If so, the WMPlayer version is 12.0.19041.4291.
  6. I haven't taken any specific actions after identifying it as a graphics driver issue.
  7. No.
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RandyT_Intel
Moderator
220 Views

Hello Orora,


I will need some time to further investigate the issue. I will get back to you as soon as possible once I have complete analysis.


Randy T. 

Intel Customer Support Technician 


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RandyT_Intel
Moderator
185 Views

Hello Orora,

 

Since there has been no troubleshooting performed yet, I recommend updating your graphics driver to its latest version. Please note that this is an OEM system, so you need to obtain and use the OEM driver for your laptop. Galaxy Book2 Pro SE (15.6", Ultra 7, 16GB) | Samsung Support

 

Please note that this is an OEM device, so we will try to assist you with general troubleshooting steps. However, if the issue persists, you will have to contact the Original Equipment Manufacturer (OEM) of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

 

It appears to me that the existing driver is not optimized for the application you are trying to launch. You may check the available driver from Samsung under the unit system model 950XGK to locate the recommended driver for your system.

 

Based on my initial assessment, this issue is related to the igd9trinity32.dll file, which is part of the Intel graphics driver. This problem can occur due to driver conflicts or corruption, so reinstalling the graphics driver can help resolve the issue.

 

Best regards, 

 

Randy T. 

Intel Customer Support Technician 


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