crash in igdclr64.dll

[fishmonger42]

As an ISV we have a downloadable Windows application that uses OpenCL, we are receiving crash dumps from many of our customers with intel graphics (customers with nvidia and AMD/ATI seems to experience very few issues).

Unfortunately due to the lack of symbols for the intel dll I can't see what call is being made that gives rise to the issue, needless to say it works perfectly on any intel systems I have access to.

I don't know if anybody from intel can analyse the crash dumps to shed light on the problem?

The problem has been seen on all the following systems so it is not system specific..

can anybody help please?

Intel(R) Iris(R) Xe Graphics

Intel(R) UHD Graphics

Intel(R) HD Graphics 4600

Intel(R) UHD Graphics 770

Intel(R) HD Graphics 520

Intel(R) HD Graphics 5500

Intel(R) HD Graphics 4600

Intel(R) UHD Graphics 605

Intel(R) HD Graphics 530

Intel(R) UHD Graphics 620

[DeividA_Intel]

Hello fishmonger42,  

Thank you for posting on the Intel® communities. I would like to understand better the issue that you are presenting with the Intel graphics products.

1. Can you provide more details about this issue? I want to have a better view of this behavior.

2. Can you provide the brand and model name of some of the computers affected? I want to know if is affecting a specific brand or not.

3. What is the operating system installed as well as the version and build of the computer impacted?

4. Can you add any pictures of the issue or a video if possible? This will help me to better understand this issue.

Regards,  

Deivid A. 

Intel Customer Support Technician 

[fishmonger42]

Thanks Deivid, please see my answers below.

I have a attached a zip file containing a sample Windows crash dump if that helps

Regards,

Nick

1.

this all we can see from the Windows dmp file..

this is the code being called :-

2.

Unfortunately we don't log the brand of computer, however the previous list of graphics cards used suggests not.

Intel(R) Iris(R) Xe Graphics

Intel(R) UHD Graphics

Intel(R) HD Graphics 4600

Intel(R) UHD Graphics 770

Intel(R) HD Graphics 520

Intel(R) HD Graphics 5500

Intel(R) HD Graphics 4600

Intel(R) UHD Graphics 605

Intel(R) HD Graphics 530

Intel(R) UHD Graphics 620

3.

The problem has been logged on the following OS Versions.

Microsoft Windows 10;64-bit;build 17763
Microsoft Windows 10;64-bit;build 18362
Microsoft Windows 10;64-bit;build 18363
Microsoft Windows 10;64-bit;build 19042
Microsoft Windows 10;64-bit;build 19043
Microsoft Windows 10;64-bit;build 19044
Microsoft Windows 10;64-bit;build 19044
Microsoft Windows 10;64-bit;build 19045
Microsoft Windows 11;64-bit;build 22000
Microsoft Windows 11;64-bit;build 22631
Microsoft Windows 11;64-bit;build 23493
Microsoft Windows 11;64-bit;build 25926

4.

We haven't been able to reproduce the issue in-house so I can't provide that - but I expect you would just see the application running up and crashing during initialisation.

[DeividA_Intel]

Hello fishmonger42, 

Thanks for the confirmation. You mentioned that you were not able to replicate the issue on your site and for us to try I will need more information.

1. Does the app (Application.evt) crash while installing on any of the graphics mentioned? Or, does it happens if you do something specific? Can you add more information?

2. Is there any specific steps I need to perform to be able to install the tool? The app that you mentioned, Is it Application.evt?

3. Can you provide the app I need to install to be able to get the issue?

Bear in mind that some of the products mentioned are no longer supported by Intel (Intel® HD Graphics 4600, Intel® HD Graphics 520, Intel® HD Graphics 5500, Intel® HD Graphics 4600, Intel® HD Graphics 530) I will only provide you with support the other products (Intel® Iris® Xe Graphics, Intel® UHD Graphics, Intel® UHD Graphics 770, Intel® UHD Graphics 605, Intel® UHD Graphics 620).

Regards,  

Deivid A.  

Intel Customer Support Technician  

[fishmonger42]

Hi Deivid,

1. According to customer logs it crashes on startup, I think it may be in a call in this block of code but I can't be sure..

//-----------------------------------------------------------------------
// Class 'OpenCLProgramBase'
//-----------------------------------------------------------------------
/*static*/ cl_program OpenCLProgramBase::createImpl( cl_context context, cl_device_id device, const SourceCodeT& sourceCode )
{
cl_program program = NULL;

NString s;

// clCreateProgramWithSource works when supplied with an array of char pointers, but subsequent calls
// to clCreateKernel/clCreateKernelsInProgram spuriously fail. We can keep all functions happy
// by building a compound line (with each source code line separated by a '\n' character)

for ( SourceCodeT::const_iterator it = sourceCode.begin(); it != sourceCode.end(); ++it )
{
s += *it;
s += '\n';
}

const char* str = s.c_str();

cl_program p = clCreateProgramWithSource( context, 1, ( const char** ) &str, NULL, NULL );

if ( p )
{
printf( "-------------------------------------------------------------------------------------\n" );

const cl_int ciErrNum = clBuildProgram( p, 1, &device, "-cl-fast-relaxed-math", NULL, NULL );

if ( ciErrNum == CL_SUCCESS )
{
printf( "---------------- OpenCLProgramBase::make() : clBuildProgram() success ---------------\n" );
program = p;
}
else
printf( "---------------- OpenCLProgramBase::make() : clBuildProgram() failed ----------------\n" );

// log warnings as well as errors
size_t len = 0;
cl_int status = clGetProgramBuildInfo(p, device, CL_PROGRAM_BUILD_LOG, 0, NULL, &len);

if ( len > 0 && status == CL_SUCCESS )
{
Lw::Ptr<char> cBuildLog = new char[len];
status = clGetProgramBuildInfo( p, device, CL_PROGRAM_BUILD_LOG, len, cBuildLog, NULL );

if ( status == CL_SUCCESS )
{
printf( "%s", cBuildLog.get() );
}
}

printf( "-------------------------------------------------------------------------------------\n" );
}

return program;
}

2/3.

You can download our app from www.lwks.com

thanks,

Nick

[DeividA_Intel]

Hello fishmonger42, 

Thank you for the information provided 

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[Alberto_R_Intel]

Hello fishmonger42, I just received an update on this matter.

After reviewing the case, in order to try to fix this issue, please make sure to install the latest graphics driver available for each graphics controller and also install all the Windows updates as well.

https://www.intel.com/content/www/us/en/support/detect.html

Just to confirm:

Do you work or represent a software company?

Are you a developer?

Are you developing this app www.lwks.com?

Are you building, designing, or modifying hardware/software?

Are you working with a specific Intel® hardware/software platform?

Regards,

Albert R.

Intel Customer Support Technician

[fishmonger42]

Hi Alberto, answers below.
I've been reviewing the customer logs and can see that all the crashes I have examined occur in driver versions 23.20.100.xxxx or 23.20.101.xxxx, where xxxx can be any of a number of versions (e.g. for 100 : 9805,8477,9864 and for 101: 1960, 2111, 4032). I don't know if this helps?

Do you work or represent a software company?

Yes

Are you a developer?

Yes

Are you developing this app www.lwks.com?

Yes

Are you building, designing, or modifying hardware/software?

Yes

Are you working with a specific Intel® hardware/software platform?

No, but our application is using OpenCL.

Crashes are occurring on customer machines, we receive the Windows crash dumps and some logging from them automatically.

[DeividA_Intel]

Hello fishmonger42, 

Thanks for the information provided and I am sorry for the delay on this matter, but I need some information before I proceed to investigate this issue. First, I will need the following:

1. Just to confirm, is the issue present with a 3rd-party GPU (Nvidia or AMD)?

2. What is the name of the company that work at?

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[fishmonger42]

Hi Deivid,

1. I don't believe the issue is present with nvidia or AMD - I have 386 crash reports over the last month, 342 have intel graphics, 27 have nvidia, and 24 have ATI/AMD. Almost all of the intel crash logs show the reported issue, none of the nvidia logs, and 1 of the ATI/AMD crashes is in an amdocl.dll which looks similar. 

2. The official company name is 'LWKS Software Ltd.'

Hope that helps,

Nick

[DeividA_Intel]

Hello fishmonger42, 

Thanks for the confirmation. If the issue is present with different GPU brands, could mean that is related to the app. If you do not feel like this is app related, to continue further I must need the following:

1. Just to confirm, to replicate this issue, I just need to run the app using any of the supported Intel graphics and the app should crash at start-up. Is that right?

2. I will need a video from any of your customers showing the issue described.

3. I know that you already provide this, but if possible, provide the app dumps once more.

4. I will need the report of the Intel® System Support Utility (Intel® SSU). Maybe from the same customer.

• Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html  
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  
• To save your scan, click Next and click Save.  

This information is needed to continue.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello fishmonger42, 

I want to know if you have received any other reports about this issue and if you had the time to gather the information requested.

Let me know if you need my help.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[fishmonger42]

Hi Deivid, 

yes we've had several hundred more reports, unfortunately the crashes occur before the customers have had time to enter their email addresses so I'm wondering what we can do to contact them.

Nick

[DeividA_Intel]

Hello fishmonger42, 

Thanks for your response. In this case, I need that information to proceed with the investigation. At this point, I recommend you open a new thread (you can use this one as a reference) once you have the information needed or you can encourage your customer to get in contact with us and report their issue with the application.

You can send these links to your customers so they get in contact with us.

1. Chat support  

2. For phone support, depending on your location, you will see the contact information on the links below:  

- EMEA contact information  

- APAC contact information  

- LAR contact information  

- North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).  

Let me know if you agree to close this thread.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello fishmonger42, 

I am following up to confirm if you agree to close this thread or to know if you were able to gather the information needed.

Let me know how to proceed.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello fishmonger42, 

I was checking your thread and noticed that we have not heard back from you. I’m going to close your post, but if you need further assistance, please do not hesitate to create a new thread. 

Regards,  

Deivid A.  

Intel Customer Support Technician