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BSOD when using Topaz Video Enhance AI

TheWonderfulPie
New Contributor I
3,263 Views

Precisely when using those settings with the software: Stabilization Full-Frame; Frame Interpolation (Slomo 4x, Chronos Fast); Enhancement Proteus

I've linked an Intel Scan Report file and the Minidump associated to the BSOD (apparently, the Intel forums doesn't allow .dmp files, so here is the Google Drive: https://drive.google.com/file/d/149olQr23sKw3ZHFQn9DlYiHtQ24QZ1ac/view?usp=sharing )

I know that I'm on an Insider version of Windows, but I'm sure that this is not the cause of the issue because the component affected is igdkmnd64.sys, which is known to cause issue with Intel Graphics. Back in late 2021, Intel reps said that they were aware that this caused issues with Iris Xe Graphics, but the issue hasn't been resolved since

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10 Replies
Jean_Intel
Employee
3,222 Views

Hello TheWonderfulPie,

 

Thank you for posting on the Intel️® communities. We would be more than glad to help you.

 

Let us look into this, and we will post the response on this thread once available.

 

Best regards

Jean O. 

Intel Customer Support Technician


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Jean_Intel
Employee
3,110 Views

Hello TheWonderfulPie,

 

We appreciate your patience.

 

After reviewing this matter, we would like to let you know that we have tried reproducing the issue using Topaz Video Enhance AI version 3.2.6, using the settings you mentioned with A770 LE + driver 101.4335, and so far, we have not experienced any BSOD. However, we could use your help since perhaps we are missing something in our repro steps.

 

Here is the Video of our lab: https://youtu.be/zi0dQ5TJyvE (even though it is a free demo version, it should contain the same function except the video output will have a watermark)

 

Also, we would like to ask if the BSOD is reproducible 100% of the time.

 

Best regards

Jean O.

Intel Customer Support Technician


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Version001
New Contributor I
3,071 Views

I still get a driver crash when I try to use Topaz Video AI (Proteus model). I get sometimes BSOD (Video Memory Management Internal) when I try to use Topaz.

 

Also my A770's fan speed still does not go above ~1100 RPM --> bug id: #14018672713

 

(Latest WHQL driver (4369)) (used DDU for uninstalling old driver (safe mode))

 

I haven't returned my GPU for about 2 months because you guys told me in my support ticket that this problem would be solved with the next driver update. now I can't return it even if I want to. if you don't solve this fan problem with the next BETA driver update, I will sue intel.

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TheWonderfulPie
New Contributor I
3,063 Views

Hello

What you did in the video isn't missing anything. When trying to reproduce the error, it's no longer a BSOD that I'm getting but whole system freeze of around 5 seconds, then a black screen of around 2 seconds (the GPU isn't sending any signal, it's not like it's sending black video) and after that, the Topaz processing is erroring, with some weird graphical artifacts happening in the system (see the video, task manager was running while Topaz was processing. Any screenshot opened in the Screenshot tool of Windows will get like deleted when the black screen occurs. Any app opened when the black screen occurs will have their preview when hovering on them in the task bar deleted as well, it'll just show the logo of the app.)

I have linked the logs of Topaz, a screenshot of the super weird Task Manager and three screenshots of apps previews deleted in taskbar. The size of the recording is too big for the forums, so here's the OneDrive link : https://1drv.ms/v/s!AmnzYyniwxuygaFF7pasvej5nSeA1g?e=DsmtCq

Edit : By the way, it would be nice that when you record, we could see your cursor, because it can be hard for us to see what you're doing without being able to see the cursor

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Version001
New Contributor I
3,097 Views

Is my comment deleted?

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Jean_Intel
Employee
3,069 Views

Hello Version001,

 

Thanks for joining the conversation.

 

It seems that your reply has triggered our automatic system and has been marked as spam. We have now restored your answer.


Regarding the issues when using the Topaz Video AI, we are currently investigating this matter. Unfortunately, we have not been able to replicate the issue internally, but you can help us identify if we are missing something in our reproduction steps. Take a look at the video we shared in our previous comment, and let us know if you can bring us more insight.

 

About the fan speed issue, and to avoid confusion, we recommend you open another thread regarding this matter, providing further details about the problem, so we can further assist you with this issue.

 

Best regards

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
3,002 Views

Hello TheWonderfulPie,

 

Thank you for the feedback provided regarding the way we record our reproduction steps. We will consider it when we record future videos.

 

With the information you have shared, we will resume our investigation regarding this matter. We will post back as soon as we have more details.

 

Best regards

Jean O.

Intel Customer Support Technician



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Jean_Intel
Employee
2,898 Views

Hello TheWonderfulPie,

 

Once again, we would like to thank you for your observation. We want to let you know that we are currently investigating the issue with Topaz Video Enhance AI. This has been listed in the known issues section on our 31.0.101.4369 driver release notes. Unfortunately, we can't commit to a specific time as we need some time for this to get sorted out, and it requires more effort on our end.

 

We are considering closing this thread, but before we close it, we would like to know if you have any other questions regarding this matter.

 

Best regards

Jean O.

Intel Customer Support Technician


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davidohnson85
Novice
2,894 Views

I apologize for any inconvenience you have experienced with your Intel graphics card. Since you have provided a scan report and a minidump associated with a Blue Screen of Death (BSOD), it would be best to report this issue directly to Intel's support team. They have the necessary expertise and resources to investigate and address the problem with the igdkmnd64.sys component.

To report the issue, follow these steps:

1. Visit Intel's official support website or community forums.
2. Look for a dedicated support section or forum related to graphics drivers or Intel graphics cards.
3. Create a new post detailing your issue, including the specific error message, the scan report, and the link to the Google Drive file containing the minidump.
4. Explain the steps you have taken to troubleshoot the issue, such as updating drivers and adjusting settings.
5. Request assistance from Intel's support team and ask for their guidance in resolving the problem.

By reporting the issue directly to Intel's support channels, you will be able to communicate with their technical experts who have more in-depth knowledge about their graphics drivers and can provide you with appropriate troubleshooting steps or information on any known issues.

I hope this helps, and I hope you receive a prompt and satisfactory resolution from Intel's support team.

 

Regards;

David Johnson.

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Jean_Intel
Employee
2,816 Views

Hello TheWonderfulPie,


We hope you are doing fine.

 

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

 

Best regards.

Jean O. 

Intel Customer Support Technician.


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