igfxEM top crashing app on our PC's

[ncote]

Hello info, we monitor the Windows Error reports for our PC's about 1400 systems and store the data in SQL data base and we create reports to see whats crashing on our systems.  

Intel igfxEM.exe is the top crashing app on our computers.

Over a 30 day period we have 485 igfxem.exe crashes. All crashs occur in the igfxdl.dll module. The attached imaged show the detailed distribution of those crashes. 

Can you get in touch me with me so we can submit memory dumps ?

[Leonardo_C_Intel]

Hello ncote Thank you for posting in the Intel Community. • What are the brand and models of the systems in your environment? • Are you having any graphics issue on the systems? • What Operating system (OS) and build is installed on the systems? • Please provide me with the dump file. • Using one of the systems, please attach to this thread the TXT file the Intel® System Support Utility will generate: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility • Steps to save the report: 1- Run the utility. 2- Click on “Scan” to get the scanned system. 3- Once the scan is complete click on “next”. 4- Use the “save” option, save the report to your desktop. 5- To attach a file, you must click the “Attach” option on the bottom left-hand corner of the response box. Hope this helps. Regards, Leonardo C. Intel Customer Support Technician Under Contract to Intel Corporation

[Clement]

I am running into a similar igfxdl.dll crashing Windows (BSOD) multiple times a day since around 2 weeks ago. Intel Graphics Driver is already the latest one available from Lenovo. SSU TXT file is attached.

Faulting application name: igfxEM.exe, version: 6.15.100.6472, time stamp: 0x5c0eb9e3

Faulting module name: igfxDI.dll, version: 6.15.100.6472, time stamp: 0x5c0eb926

Exception code: 0xc000041d

Fault offset: 0x000000000001d7bd

Faulting process id: 0xdec

Faulting application start time: 0x01d4bd731eaadc25

Faulting application path: C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_555cfc07a674ecdd\igfxEM.exe

Faulting module path: C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_555cfc07a674ecdd\igfxDI.dll

Report Id: c808866a-69ab-415e-86c3-c18b206835cb

Faulting package full name: 

Faulting package-relative application ID: 

[Leonardo_C_Intel]

Hello ncote and Clement Thank you for the information. • In case you are having an stop error code. What is the stop error code that you are having on the system? (Please attach a picture of the BSOD or stop error code) • Have you tried to install the generic Intel® graphics driver on the system? o Clement in your case you here is the download link for the Latest drivers for your Intel® HD Graphics 530 controller https://downloadcenter.intel.com/download/28514/Intel-Graphics-Windows-10-DCH-Drivers o ncote in your case you can refer to https://downloadcenter.intel.com/ to find the Latest graphics drover for each controller on your environment. • Clement, I am noticing that you are using the drivers provided by Lenovo™ on the system, I recommend reporting this behavior to them too. o Reference link: https://support.lenovo.com/cr/en/ Hope this helps. Regards, Leonardo C. Intel Customer Support Technician Under Contract to Intel Corporation

[Clement]

Thank you Leonardo. The Stop Code was DRIVER_POWER_STATE_FAILURE. See attached.

The official intel driver refused to install since it's a Lenovo ThinkPad. Does the Lenovo driver actually have different code than intel one?

[Leonardo_C_Intel]

Hello Clement Thank you for the information. Each Original Equipment Manufacturer (OEM) customizes the drivers for their systems models that is why it is important to report this behavior with them to debug this behavior. However, you can try to complete the installation of the generic drivers provided previously that might or might not fix the issue: in order to complete this installation you have to complete the Installation of the Intel® Graphics Driver and Intel® Display HDMI/Audio Driver (https://www.intel.com/content/www/us/en/support/articles/000005598/graphics-drivers.html), once you have uninstalled the current driver and restart the system you can try to install the Intel® graphics driver. NOTE: To complete the uninstall/install of the driver is recommended to have the system with no internet connection to avoid automatic updates. Hope this helps. Regards, Leonardo C. Intel Customer Support Technician Under Contract to Intel Corporation