igdkmd64.sys system crash on close lid or standby

[DSill]

Hi,

I been having some major issues with my new laptop which is a Dell Inspiron 15R 5537 laptop. Now this all started from doing one update from windows update and that was a update for my graphics card which is: Intel HD Graphics 4400 Driver. The only time the system crash happens is when I close the lid or the computer goes on standby (blacks out), then it goes through the process of starting up again like you were to restart. I tried everything. I did factory restore twice, uninstalled my Intel HD Graphics 4400 Driver and AMD twice but no success, still same issue. I went through some of these process with Dell support and the only option they suggested was to replace the motherboard which they thought could be hardware issue which is annoying or replace for a new laptop, which I did. But problem is I'm still having the same issue with my new laptop as I type this out. I have already arrange a date for one of Dell's technician to drop by on Friday to solve my problem by replacing my motherboard with a refurbished one which I'm not happy about as I do not want a used one with a new laptop, but hey I got no choice unless I get my money back which I might do if all fails.

So, pretty much sums it up. I've tried making a forum on dell website but no good answers, same for Microsoft support community. This is pretty much my last stop in looking for alterative fixes, so please help me, I'll really appreciate it.

[Allan_J_Intel1]

Thanks for joining the graphics community.

I understand the computer crashes every time you close the lid or stand by.

This is very strange problem because you have changed the laptop already. I was thinking this could be a processor issue since the graphics are integrated on the processor itself, in other words, the graphics portion of the processor might be defective.

You can try running processor diagnostic tool to try to find problems with the processor.

http://www.intel.com/support/processors/sb/CS-031726.htm http://www.intel.com/support/processors/sb/CS-031726.htm

Make sure you have loaded latest video drivers for your graphics controller here:

https://downloadcenter.intel.com/SearchResult.aspx?lang=eng&ProductFamily=Graphics&ProductLine=Laptop+graphics+drivers&ProductProduct=4th+Generation+Intel%C2%AE+Core%E2%84%A2+Processors+with+Intel%C2%AE+HD+Graphics+4400&ProdId=3719&LineId=1101&FamilyId=39 https://downloadcenter.intel.com/SearchResult.aspx?lang=eng&ProductFamily=Graphics&ProductLine=Laptop+graphics+drivers&ProductProduct=4th+Generation+Intel%C2%AE+Core%E2%84%A2+Processors+with+Intel%C2%AE+HD+Graphics+4400&ProdId=3719&LineId=1101&FamilyId=39

Please filter by operating system and try to install the driver when it finishes downloading, to verify that your system will accept it.

Allan.

[DSill]

Hi,

I noticed that I haven't included bit more info, on my issue. Instead of getting new drive versions from the windows update, I tried updating it through Intel site and still my laptop crashes on standby or closed-lid. So either way windows update or Intel makes no difference. The update was successful but problem still there. Also I ran the test and everything

was ok, I think. I'm not sure on the "Unsupported".

[DSill]

Bump

[Allan_J_Intel1]

Thanks for the information.

The "unsupported" is not related to the graphics portion of the processor.

If you already have tested our latest generic video drivers, this means your computer will need customized drivers from your computer manufacturer.

Check the link below and download specific drivers for your computer model:

http://www.dell.com/support/home/us/en/04/product-support/product/inspiron-15r-5537/drivers http://www.dell.com/support/home/us/en/04/product-support/product/inspiron-15r-5537/drivers

Allan.