keyshot nor work on Arc 140V Graphics

[ConnorTse]

Hi, I install keyshot_studio_win64_2025.2_14.1.1.5 on Dell 16 Plus DB16250, no error come up during installation, but the soft can not star up. I check the Windows Event Viewer as follows:

-------------------------------------------------------------------------------------------------------------

出错应用程序名称： keyshot.exe，版本： 11.3.3.2，时间戳： 0x00000000

出错模块名称： igd12um64xe2.dll， 版本： 32.0.101.8247，时间戳： 0x68f8b818

异常代码： 0xc0000409

错误偏移： 0x00000000012715a8

出错进程 ID： 0x3870

出错应用程序开始时间： 0x1DC7DDF8E471BBA

Faulting 应用程序路径： C:\Program Files\KeyShot11\bin\keyshot.exe

Faulting 模块路径C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_eb58261cbfc15532\igd12um64xe2.dll

Report ID： 9f3ed22e-628e-41af-b578-5c8167b00ec0

Faulting 包全名：

Faulting 程序包相对应用程序 ID： 个

------------------------------------------------------------------------------------------------------------- This seems to be related to the graphics card driver, so I update the Arc 140V driver to 32.0.101.8331(the newest), but still not work.

Computer hardware information as screenshot

Pls help to find out what the reason is, thanks.

[Mike_Intel]

Hello ConnorTse,

Thank you for posting in Intel community Forum.

For me to better understand and diagnose the issue further, let me ask you to provide detailed responses to the following questions. This information will help me isolate the problem and determine the most appropriate course of action moving forward.

1. Is there an error when you try to launch the software?
2. Since this is a 3rd party software, have you tried checking this issue with KeyShot?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ConnorTse]

Hi Mike,

Thank you for reply. I have checked KeyShot support information:

Systems with Intel Ultra CPUs (likely Meteor Lake or newer hybrid architectures) show unique instability with ARC drivers.
Investigating this issue, it seems that this is a general issue with integrated graphics on Intel processors with a variety of applications crashing on start-up due to the driver. 

This is the link:

KeyShot does not launch. Nothing happens double-clicking the icon.

To solve this problem,  I think we can try to use driver version 31.0.101.5007. But I can not find it on Intel website. Could you provide a link for download?

[RandyT_Intel]

Hello ConnorTse,

I am contacting you on behalf of my colleague, Mike. The driver version you mentioned appears to be an older OEM‑specific driver. I attempted to locate it on your system manufacturer’s website; however, it appears to have been omitted, likely due to its limited support compared to newer driver versions.

At this time, we only provide and reference the latest generic driver available on our Download Center. I recommend reaching out to Dell Support directly to inquire whether they have an archived version of the driver you referenced.

Please note that our driver is generic, and differences may exist compared to OEM‑customized drivers. I highly recommend installing and testing the Dell driver linked below and letting us know if there are any differences when using it with the software in question.

Link: Support for Dell 16 Plus DB16250 | Drivers & Downloads

Best regards,

Randy T.

Intel Customer Support Technician

[Mike_Intel]

Hello ConnorTse,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[ConnorTse]

Hi Michael,

I seacrhed on Dell support website but only find new drivers,  so I still need assistance.

[Mike_Intel]

Hello ConnorTse,

Thank you for the quick update.

Have you tried the latest drivers from Dell's website?

Also, have you tried contacting Dell support for compatibility or Even KeyShot to check for further assistance since the issue is during the startup of the software?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ConnorTse,

I hope this message finds you well. 

I am just making a follow up and hoping that you are now discussing this issue with Dell.

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[ConnorTse]

Hi, Michael,

Dell tell me to download the driver on Dell support website, and try one by one, now I find all are not work.

[Mike_Intel]

Hello ConnorTse,

Thank you for the quick update.

By now, you already tried the Intel generic drivers and OEM drivers from Dell and still having an issue with KeyShot. You may try to contact KeyShot for further assistance in how to install/configure the software and also to check the compatibility with your hardware.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ConnorTse,

I hope you are having a good day.

I am just sending another follow up and hoping that you already tried contacting Dell a KeyShot.

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ConnorTse,

I hope you are having a good day.

I am sending another follow up hoping that you also tried to contact KeyShot regarding this issue.

Since we have not heard back from you, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Thank you and have a great day. 

Best regards,

Michael L.

Intel Customer Support Technician