igdkmdn64.sys crashing HP EliteBook 6 G1i with Philips Monitor

[AndrewMcN2]

I just had 10 days crash-free after updating to 32.0.101.8509 but I've crashed today on 32.0.101.8626.

Before 8509, I was getting crashes that the dumps suggested was getting caused by Philips SmartControl.exe. They only seemed to happen when the monitor was being put in a sleep state.

Today, I just came to wake the laptop after it had been idle for a couple of days. This time the crash dump says it's dwm.exe that was involved.

The EliteBook 6 G1i is running the latest BIOS version and Windows 11 25H2 10.0.26200.7984 - It's maintained by Windows Autopatch (driver updates enabled), HP Support Assistant and Intel Driver & Support Assistant.

Can I do something to help Intel eliminate this bug? I can supply the 5 crash dumps I have. They're all about 8.5MBytes each.

Latest crash dump analysis:

SYSTEM_SERVICE_EXCEPTION (3b)
An exception happened while executing a system service routine.
Arguments:
Arg1: 00000000c0000094, Exception code that caused the BugCheck
Arg2: fffff807252caeb0, Address of the instruction which caused the BugCheck
Arg3: fffffc830b65d910, Address of the context record for the exception that caused the BugCheck
Arg4: 0000000000000000, zero.

Debugging Details:
------------------

*** WARNING: Unable to verify timestamp for igdkmdn64.sys

KEY_VALUES_STRING: 1

Key : Analysis.CPU.mSec
Value: 4062

Key : Analysis.Elapsed.mSec
Value: 9970

Key : Analysis.IO.Other.Mb
Value: 0

Key : Analysis.IO.Read.Mb
Value: 0

Key : Analysis.IO.Write.Mb
Value: 0

Key : Analysis.Init.CPU.mSec
Value: 9109

Key : Analysis.Init.Elapsed.mSec
Value: 36698

Key : Analysis.Memory.CommitPeak.Mb
Value: 102

Key : Bugcheck.Code.LegacyAPI
Value: 0x3b

Key : Dump.Attributes.AsUlong
Value: 21808

Key : Dump.Attributes.DiagDataWrittenToHeader
Value: 1

Key : Dump.Attributes.ErrorCode
Value: 0

Key : Dump.Attributes.KernelGeneratedTriageDump
Value: 1

Key : Dump.Attributes.LastLine
Value: Dump completed successfully.

Key : Dump.Attributes.ProgressPercentage
Value: 0

Key : Failure.Bucket
Value: 0x3B_C0000094_igdkmdn64!unknown_function

Key : Failure.Hash
Value: {2726f0d4-bf7b-745d-440a-3115f10bc3b8}

Key : Hypervisor.Enlightenments.ValueHex
Value: 7417df84

Key : Hypervisor.Flags.AnyHypervisorPresent
Value: 1

Key : Hypervisor.Flags.ApicEnlightened
Value: 0

Key : Hypervisor.Flags.ApicVirtualizationAvailable
Value: 1

Key : Hypervisor.Flags.AsyncMemoryHint
Value: 0

Key : Hypervisor.Flags.CoreSchedulerRequested
Value: 0

Key : Hypervisor.Flags.CpuManager
Value: 1

Key : Hypervisor.Flags.DeprecateAutoEoi
Value: 1

Key : Hypervisor.Flags.DynamicCpuDisabled
Value: 1

Key : Hypervisor.Flags.Epf
Value: 0

Key : Hypervisor.Flags.ExtendedProcessorMasks
Value: 1

Key : Hypervisor.Flags.HardwareMbecAvailable
Value: 1

Key : Hypervisor.Flags.MaxBankNumber
Value: 0

Key : Hypervisor.Flags.MemoryZeroingControl
Value: 1

Key : Hypervisor.Flags.NoExtendedRangeFlush
Value: 0

Key : Hypervisor.Flags.NoNonArchCoreSharing
Value: 1

Key : Hypervisor.Flags.Phase0InitDone
Value: 1

Key : Hypervisor.Flags.PowerSchedulerQos
Value: 0

Key : Hypervisor.Flags.RootScheduler
Value: 0

Key : Hypervisor.Flags.SynicAvailable
Value: 1

Key : Hypervisor.Flags.UseQpcBias
Value: 0

Key : Hypervisor.Flags.Value
Value: 55447806

Key : Hypervisor.Flags.ValueHex
Value: 34e10fe

Key : Hypervisor.Flags.VpAssistPage
Value: 1

Key : Hypervisor.Flags.VsmAvailable
Value: 1

Key : Hypervisor.RootFlags.AccessStats
Value: 1

Key : Hypervisor.RootFlags.CrashdumpEnlightened
Value: 1

Key : Hypervisor.RootFlags.CreateVirtualProcessor
Value: 1

Key : Hypervisor.RootFlags.DisableHyperthreading
Value: 0

Key : Hypervisor.RootFlags.HostTimelineSync
Value: 1

Key : Hypervisor.RootFlags.HypervisorDebuggingEnabled
Value: 0

Key : Hypervisor.RootFlags.IsHyperV
Value: 1

Key : Hypervisor.RootFlags.LivedumpEnlightened
Value: 1

Key : Hypervisor.RootFlags.MapDeviceInterrupt
Value: 1

Key : Hypervisor.RootFlags.MceEnlightened
Value: 1

Key : Hypervisor.RootFlags.Nested
Value: 0

Key : Hypervisor.RootFlags.StartLogicalProcessor
Value: 1

Key : Hypervisor.RootFlags.Value
Value: 1015

Key : Hypervisor.RootFlags.ValueHex
Value: 3f7

BUGCHECK_CODE: 3b

BUGCHECK_P1: c0000094

BUGCHECK_P2: fffff807252caeb0

BUGCHECK_P3: fffffc830b65d910

BUGCHECK_P4: 0

FILE_IN_CAB: 032226-16968-01.dmp

TAG_NOT_DEFINED_202b: *** Unknown TAG in analysis list 202b

DUMP_FILE_ATTRIBUTES: 0x21808
Kernel Generated Triage Dump

CONTEXT: fffffc830b65d910 -- (.cxr 0xfffffc830b65d910)
rax=0000000000000020 rbx=0000000000000002 rcx=ffffe70d18b2fa28
rdx=0000000000000000 rsi=ffffe70d45408010 rdi=0000000000000000
rip=fffff807252caeb0 rsp=fffffc830b65e360 rbp=fffffc830b65e460
r8=0000000000000080 r9=0000000000000000 r10=0000000000000000
r11=0000000000000020 r12=ffffe70d18b2fa00 r13=0000000000000000
r14=ffffe70d2051cf10 r15=ffffe70d52982560
iopl=0 nv up ei pl zr na po nc
cs=0010 ss=0018 ds=002b es=002b fs=0053 gs=002b efl=00050246
igdkmdn64+0x27aeb0:
fffff807`252caeb0 41f7f1 div eax,r9d
Resetting default scope

BLACKBOXBSD: 1 (!blackboxbsd)

BLACKBOXNTFS: 1 (!blackboxntfs)

BLACKBOXPNP: 1 (!blackboxpnp)

BLACKBOXWINLOGON: 1

CUSTOMER_CRASH_COUNT: 1

PROCESS_NAME: dwm.exe

STACK_TEXT:
fffffc83`0b65e360 00000000`00000000 : 00000000`00000000 00000000`00000002 fffffc83`0b65e460 800e000d`00001f00 : igdkmdn64+0x27aeb0

SYMBOL_NAME: igdkmdn64+27aeb0

MODULE_NAME: igdkmdn64

IMAGE_NAME: igdkmdn64.sys

STACK_COMMAND: .cxr 0xfffffc830b65d910 ; kb

BUCKET_ID_FUNC_OFFSET: 27aeb0

FAILURE_BUCKET_ID: 0x3B_C0000094_igdkmdn64!unknown_function

OSPLATFORM_TYPE: x64

[KentRusselP_Intel]

Hi AndrewMcN2,

Thank you for reaching out to the Intel Community Forum, and thank you as well for your initiative in helping Intel identify and address a potential issue. We truly appreciate users who take the time to report detailed findings, as this helps us improve the overall experience. I understand your concern, and I want to assure you that I’m here to assist you.

To better analyze the behavior you’re encountering and ensure we provide accurate and effective support, could you please help by sharing the following information:

• When was the last time you updated your Intel graphics driver, and which method was used (Windows Update, Intel® Driver & Support Assistant, or a manual installation)?
• Does the most recent crash involving dwm.exe still occur specifically when the system wakes from sleep or idle, or did it happen during a different scenario?
• Were any changes made to your display settings or power management settings between the previous 10‑day crash‑free period and latest occurrence?
• Are you currently using any external monitors? If so, are they connected using the same ports and cables as before?
• Is Philips SmartControl.exe still installed and actively running on your system, or was it removed or disabled after the earlier crashes?
• What is the exact timestamp of latest crash dump, and were there any particular applications running or actions being taken at the time you attempted to wake the system?
• Among the five crash dump files you mentioned, how many list igdkmdn64.sys as the faulting module, and how many reference other components?

Additional Information Requested

To further assist in my investigation and gain better visibility into your system configuration, I kindly ask that you provide the following diagnostic files:

• Intel® System Support Utility (SSU) logs
• All available crash dump files, including the most recent one

These files contain critical hardware, software, and driver details that are essential for accurate troubleshooting and root cause analysis.

Steps to Gather Intel® SSU Logs

1. Download and run the Intel® System Support Utility (SSU).
2. Allow the tool to collect your system information.
3. A text file containing the results will be generated automatically.
4. For detailed guidance, please refer to the Help Guide for the Intel® System Support Utility
5. Attach the generated file to your response once completed.

If you have any questions about the requested information or need assistance gathering these files, please don’t hesitate to let us know.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[AndrewMcN2]

• When was the last time you updated your Intel graphics driver, and which method was used (Windows Update, Intel® Driver & Support Assistant, or a manual installation)?

2026-03-19

Intel® Driver & Support Assistant

• Does the most recent crash involving dwm.exe still occur specifically when the system wakes from sleep or idle, or did it happen during a different scenario?

Only the monitor was slept. I have the laptop set to never sleep when connected to mains power. The crash occurred this time upon triggering the laptop to wake the monitors.

• Were any changes made to your display settings or power management settings between the previous 10‑day crash‑free period and latest occurrence?

No. I believe the improvement came from the updated driver and then updating again seemed to lead to a regression.

• Are you currently using any external monitors? If so, are they connected using the same ports and cables as before?

Yes, two external monitors with the internal display disconnected. They connect via a USB-C HP 100W G6 Dock. The Philips 34M1C5500V monitor uses DisplayPort (3440x1440) and the BenQ EW2480 (1920x1080) monitor uses HDMI. 

• Is Philips SmartControl.exe still installed and actively running on your system, or was it removed or disabled after the earlier crashes?

No, it's still installed as I use this and its companion app regularly. It starts on logon. It's currently version 7.1.0.0.

I've had another crash today that occurred while I was nowhere near the laptop.  Although it isn't impossible that I disturbed it, triggering a monitor wake. This time, the crash dump associates SmartControl.exe again, with the Intel Graphics driver being the entity that hard crashed the whole system.

• What is the exact timestamp of latest crash dump, and were there any particular applications running or actions being taken at the time you attempted to wake the system?

The latest occurred today at 12:01 GMT. Microsoft Edge was open with three browser sessions and many tabs. Text editors. Not a lot else. Certainly nothing I'd understand as taxing on a GPU beside Edge.

• Among the five crash dump files you mentioned, how many list igdkmdn64.sys as the faulting module, and how many reference other components?

All of them cite igdkmdn64.sys as the faulting module. 4 out of 5 associate Philips SmartControl.exe.

I just realised that they're automatically only keeping the last 5 and it's deleted older ones from early February.

[KentRusselP_Intel]

Hi AndrewMcN2,

Thank you for your response! Please perform clean installation of latest Intel® Graphics Driver 32.0.101.8626 (WHQL Certified). Please perform the following:

Uninstall the current graphics driver version 32.0.101.8247 using Display Drive Uninstaller (DDU) by following the instructions below:

1. Download the latest version of the software.

• If you download the Installer, run it, it will create a shortcut on the desktop. 
• If you download the Portable/ self-extracting version, look for the executable and extract it. Remember the path. 

1. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
2. Look for the shortcut on the desktop (step 1.1) or the extract path chosen (step 1.2.1) and run the DDU executable.
3. Click Close in the Options window.
4. Select device type to GPU and select device to the one you want to remove. If you are doing a clean-up, you can choose all GPUs.
5. Click Clean and restart or Clean and Shutdown depending on your needs.
6. Wait for the software to finish the process. It will automatically reboot Windows to the typical mode or shutdown the system.

Here is the link for your reference: How to Use the Display Driver Uninstaller (DDU) to Uninstall a...

After completely removing the current driver, proceed to install the latest Intel Graphics driver by following the instructions below:

1. Download the ⁠Intel® Graphics Driver 32.0.101.8626 (WHQL Certified)
2. Click the .exe to initiate the driver installation.
3. Agree to the Intel Software License Agreement.
4. Click the checkbox to execute a clean installation.
5. Click Start to begin the install.
6. Reboot the system if prompted.

Here is the link for your reference: Clean Installation of Intel® Graphics Drivers in Windows*

If you have any questions about the requested information or need assistance gathering these files, please don’t hesitate to let us know.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[AndrewMcN2]

This is very strange. I didn't notice that the SSU had identified that somehow, I was sitting on an older driver. How on Earth did that happen??? The last two installations were done via Intel Driver Support. I watched the installs. They seemed normal and successful.

I had already used Windows driver rollback feature, last night, to go back to 8626 and my laptop has not crashed overnight... which is a positive sign. I didn't record which driver version was showing before I rolled back and isn't it weird that using rollback actually put me onto 8626. SSU now shows 8626.

I think I'll wait until it does crash on this version before going ahead with that clean install process. I actually walked into it, as I hadn't noticed you were getting me to rollback... I had an absolute nightmare trying to get to Safe mode. First, I had BitLocker recovery key challenges when I used the menu method to get there... then when I tried again, it just wouldn't respond to FN + F8. Laptops with compound function keys are always a bit of a nightmare for this stuff.

[KentRusselP_Intel]

Hi AndrewMcN2,

Thank you for your response. One possible reason your system is currently using an older graphics driver is Windows Update, as it can automatically install drivers provided by the original equipment manufacturer (OEM).

Please note that since this is an OEM device (an HP laptop), your system manufacturer may apply custom modifications to the graphics drivers. These customizations can include feature adjustments, firmware integrations, or compatibility changes that are specifically designed to work best with your system configuration. As a result, Intel’s generic graphics drivers may not always be directly installed or may be replaced by OEM‑validated versions through Windows Update.

Kindly let me know if the issue occurs again. If needed, you may also contact HP Support for assistance with entering Safe Mode and performing a clean driver removal using Display Driver Uninstaller (DDU), as OEMs can provide model‑specific guidance for this process.

If you have any questions regarding the information requested or need assistance gathering files or performing troubleshooting steps, please don’t hesitate to let me know. I’ll be glad to help.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[KentRusselP_Intel]

Hi AndrewMcN2,

I just wanted to follow up and check whether you are experiencing any issues while monitoring your system. Your feedback is important to us, and I would appreciate it if you could share your observations at your earliest convenience.

If needed, you may also reach out to ⁠HP Support for assistance with entering Safe Mode and performing a clean driver removal using Display Driver Uninstaller (DDU). As the system manufacturer, HP can provide model‑specific guidance to ensure the process is completed correctly.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[AndrewMcN2]

When my laptop crashed again on Saturday, I went ahead with the Safe Mode DDU. Although before that, I noticed to my horror that the driver had changed itself way back to 8247 again. I never commanded that. That's what made me proceed with the DDU.

I got into Safe Mode but it was difficult because the system appears to both ignore F8 and hang when using the UI method via Windows Recovery. The Windows Recovery method does work despite the hang but you have to force a shutdown by holding in the power button.  Then when it comes back up, it asks for the BitLocker Recovery Key... so you need to get that ready in advance.

I decided to use the latest driver supplied by HP Support Assistant, which is 8508. No crashes yet. 🤞🏼

[KentRusselP_Intel]

Hi AndrewMcN2,

Thank you for your response. For now, please continue to monitor your system while using the 8508 graphics driver provided by your OEM (HP). This will help us confirm whether the issue remains resolved or reoccurs under the recommended driver version.

Kindly let me know right away if you notice the issue happening again or if there are any new or unusual behaviors with your system.

If you have any questions please don’t hesitate to reach out. I’ll be more than happy to assist you.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[KentRusselP_Intel]

Hi AndrewMcN2,

I just wanted to follow up regarding your system monitoring. Please let me know right away if the issue occurs again or if you notice any new or unusual behavior with your system. If you have any questions or need further clarification, feel free to reach out at any time.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[AndrewMcN2]

There has been no further crashes since 27th March.

Technically there is unusual behaviour but I can live with it for now. Strange things happen when waking from sleep. Like it's not retaining the configuration as well as it did before. But it's fine. I'll see if that settles on its own.

[KentRusselP_Intel]

Hi AndrewMcN2,

As I haven’t received a response, I will proceed with closing this inquiry. Should you require further assistance, have additional questions, or experience the issue again, please feel free to submit a new request. Please note that once this case is closed, this thread will no longer be monitored.

Best regards,

Kent Russel P.

Intel Customer Support Technician