Complete PC Lockup when playing Space Marine 2 - Intel ARC B580

[SchwaSchwa]

Hi there,

As per bug report instructions - please see answers:

1. What is the graphics driver you are using?
   • I have attempted both the latest graphics driver (
     32.0.101.6989), latest WHQL driver (32.0.101.6987), and the earliest driver I could select in the download area for Intel Arc and Iris Xe Graphics-Windows* area (32.0.101.6737)
2. Tell us the name of the game or application and where to obtain it (Steam, Epic, etc.)
   • Warhammer 40,000: Space Marine 2
3. Provide us with the Intel SSU report from your system.
   • Intel SSU will be attached, however I am currently on 32.0.101.6737 so the driver will look weird.
     
     • Intel Core i7 13700KF - no overclocking, standard AIR profile on motherboard
       
     • NZXT N7 Z790 - latest drivers/firmware installed
       
     • 32GB - 7200MHz, have tested at 3200MHz and have tested via memtest 4x
       
     • Windows 11 Pro 24H2
       
     • Seasonic Prime Titanium 750W
       
     • 3x screens. 1x 1440p, 2x 1080p
4. Tell us the steps to reproduce the issue (this is very important!).
   
   • Unfortunately this is where I will fall short. The issue does not allow for video capture unless I had something like an external video capture, however I am tech savvy enough to explain the fault.
   • The fault occurs randomly - it can happen in the middle of a game, it can happen when I'm idling on the menu screen, it can happen when I've alt-tabbed out of the game. The fault is where the PC will completely lock up and be unresponsive to commands. Alt-tab, Ctrl+Alt+Del, Ctrl+Shift+Esc, etc. There is no BSOD normally and will require me to hard shutdown the PC using the power button for 4 seconds before the PC turns off. On returning to the desktop and checking event viewer, there is normally no error listed - I did once have a bluescreen event (It has only ever happened once) where I was able to produce a minidump. I can provide this to intel staff if required. At a high level, please see below:
     

     nt!KeBugCheckEx:
     fffff805`a98feba0 48894c2408      mov     qword ptr [rsp+8],rcx ss:0018:ffffc68b`a1e4f790=0000000000000116

     VIDEO_TDR_FAILURE (116)
     Attempt to reset the display driver and recover from timeout failed.
     Arguments:
     Arg1: ffffde09f9a10060, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
     Arg2: fffff80553801670, The pointer into responsible device driver module (e.g. owner tag).
     Arg3: ffffffffc0000001, Optional error code (NTSTATUS) of the last failed operation.
     Arg4: 0000000000000003, Optional internal context dependent data.

     DUMP_FILE_ATTRIBUTES: 0x21808
       Kernel Generated Triage Dump
     
     FAULTING_THREAD:  ffffde0a03968040
     
     VIDEO_TDR_CONTEXT: dt dxgkrnl!_TDR_RECOVERY_CONTEXT ffffde09f9a10060
     Symbol dxgkrnl!_TDR_RECOVERY_CONTEXT not found.
     
     PROCESS_OBJECT: 0000000000000003
     
     BLACKBOXBSD: 1 (!blackboxbsd)
     
     
     BLACKBOXNTFS: 1 (!blackboxntfs)
     
     
     BLACKBOXPNP: 1 (!blackboxpnp)
     
     
     BLACKBOXWINLOGON: 1
     
     CUSTOMER_CRASH_COUNT:  1
     
     PROCESS_NAME:  System
     
     STACK_TEXT:  
     ffffc68b`a1e4f788 fffff805`3b49375d     : 00000000`00000116 ffffde09`f9a10060 fffff805`53801670 ffffffff`c0000001 : nt!KeBugCheckEx
     ffffc68b`a1e4f790 fffff805`3b4a0491     : fffff805`53801670 ffffde09`d90e9000 00000000`00000000 ffffde09`f9a10060 : dxgkrnl!TdrBugcheckOnTimeout+0x101
     ffffc68b`a1e4f7d0 fffff805`3b4a219e     : 00000000`00000102 00000000`00000000 00000000`00000000 00000000`00002000 : dxgkrnl!DXGADAPTER::PrepareToReset+0x24d
     ffffc68b`a1e4f850 fffff805`3b4d92b5     : ffffde0a`00000100 00000000`00000000 ffffc68b`00000000 00000000`00000000 : dxgkrnl!DXGADAPTER::Reset+0x2ca
     ffffc68b`a1e4f8e0 fffff805`3b4d9412     : ffffde09`f7df6be0 00000000`00000000 ffffa480`828c2100 fffff805`aa3cfbc0 : dxgkrnl!TdrResetFromTimeout+0x15
     ffffc68b`a1e4f910 fffff805`a97386bc     : ffffde0a`03968040 ffffde09`cb5f3a70 ffffde09`cb5f3a00 fffff805`52e08020 : dxgkrnl!TdrResetFromTimeoutWorkItem+0x22
     ffffc68b`a1e4f950 fffff805`a9895fca     : ffffde0a`03968040 ffffde0a`03968040 fffff805`a97380d0 ffffde09`cb5f3a70 : nt!ExpWorkerThread+0x5ec
     ffffc68b`a1e4fb30 fffff805`a9aa5534     : ffffa480`828c2180 ffffde0a`03968040 fffff805`a9895f70 00000000`00000000 : nt!PspSystemThreadStartup+0x5a
     ffffc68b`a1e4fb80 00000000`00000000     : ffffc68b`a1e50000 ffffc68b`a1e49000 00000000`00000000 00000000`00000000 : nt!KiStartSystemThread+0x34
     
     
     SYMBOL_NAME:  igdkmdnd64+11670
     
     MODULE_NAME: igdkmdnd64
     
     IMAGE_NAME:  igdkmdnd64.sys
     
     STACK_COMMAND: .process /r /p 0xffffde09cb4d5040; .thread 0xffffde0a03968040 ; kb
     
     FAILURE_BUCKET_ID:  0x116_IMAGE_igdkmdnd64.sys
     
     OSPLATFORM_TYPE:  x64
     
     OSNAME:  Windows 10
     
     FAILURE_ID_HASH:  {7eb0cc99-c85b-4092-6430-8f1db059b7c1}
     
     Followup:     MachineOwner

     Interestingly it says that the OSNAME is Windows 10, however I have never had an Intel GPU installed on this system on Windows 10 - in fact I completely reinstalled Windows when I purchased this GPU along with the motherboard and CPU.

5. I have gone over the "Tech savvy" questions and have noted that none of them will be applicable as all processes will freeze when this occurs and there's very little you can get from a debug dump of a process that stops without properly crashing. I can do the steps in "Crashing/freezing issues/BSOD:" if required, however this will require further troubleshooting.

[JeanetteC_Intel]

Hello SchwaSchwa,

Thank you for posting in Intel Communities.

To help investigate the issue, please proceed with these steps and share the dump file.

Looking forward to hear an update from you.

Best regards,

JeanetteC.

Intel Customer Support Technician

[ArchieD_Intel]

Hello SchwaSchwa,

I just wanted to follow up to see if you had a chance to review the information I posted. Your feedback at your earliest convenience would be greatly appreciated. Thank you. 

Best regards,

Archie D.

Intel Customer Support Technician

[SchwaSchwa]

Hi Archie,

Apologies for the delay - I have been attempting to get the system to bluescreen/crash. The system has only locked up once since I have  made this change and re-updated up to Driver Version 32.0.101.6989.

The issue has just happened again whilst I have had the registry changes in place. The following is the observations when looking for the dump files:

C:\AppCrashDumps - none from today. One from the 13th of the GameManagerService3.exe, however this does not line up with a freeze/crash/hang.

%SystemRoot%\Minidump - none from today

%SystemRoot%\Windows\LiveKernelReports - folder does not exist

%SystemRoot%\MEMORY.DMP - does not exist

I will continue to attempt to reproduce this, however given that the system doesn't actually crash, it just hangs completely. Windows Event Viewer and the relevant things don't seem to report that there was an issue. The only thing they see is that the system was powered off by the power button without cleanly shutting down.

I've attached another SSU for your convenience.

[JeanetteC_Intel]

Hello SchwaSchwa,

Thank you for providing this update. I will look into this internally for the time being. However, when you have the opportunity to obtain the dump files, please share them with me. I will provide an update as soon as it is available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[SchwaSchwa]

Hi @JeanetteC_Intel 

Unfortunately I've just had another lockup, and no dump files. I've checked through Event Viewer again and unfortunately this still doesn't give me much, as the only events logged are when the system turns on rather than when it crashes. Event data that I do get when the system turns on are in 2 events:

{"category":"Igcl","level":"Error","message":"3rd Party - IGCL ctlGetFirmwareProperties - Exception"}

{"category":"Igcl","level":"Error","message":"ctlGetFirmwareProperties, result=1073741837"}

These happen one after another when I login, so isn't related seemingly, but does come from the Intel Graphics Software event log. Please let me know if there's anything further I can look to perform to get this to dump properly.

[JeanetteC_Intel]

Hello SchwaSchwa,

I apologize for the delayed response regarding your recent PC lockup, as I was continuing to investigate this issue.

We have successfully reproduced the problem using Intel graphics driver version 32.0.101.6989. Since a new graphics driver has been released, please perform a clean installation of the latest driver version 32.0.101.7026 (WHQL Certified) using DDU.

Please let me know the results after the installation.

Best regards,

JeanetteC.

Intel Customer Support Technician

[SchwaSchwa]

Hi Jeanette,

Thanks for getting back to me. I've done as instructed and will begin testing. I note that it doesn't mention that this issue was fixed in the latest driver version, so are we hoping that it's fixed in general rather than a targeted fix? Just trying to figure out what to expect here.

Thanks,

[JeanetteC_Intel]

Hello SchwaSchwa,

Thank you for completing the setup and beginning your testing.

You're right - this wasn't listed as a specific fix in the release notes. We're testing to see if general driver improvements may have resolved the issue, rather than a targeted fix. Your testing will help us determine if the problem still exists or if it's been resolved. Please document any changes you notice compared to before.

Please also take note that we release another graphics driver, version 32.0.101.7028. If the earlier version (32.0.101.7026 (WHQL Certified)) still has the issue, kindly proceed with clean installation of the latest driver using DDU.

I appreciate your patience with this process.

Best regards,

JeanetteC.

Intel Customer Support Technician

[SchwaSchwa]

Hi @JeanetteC_Intel 

Unfortunately I have experienced the issue again on 32.0.101.7028. Again this was a full lock of the system without any crash dumps, so unfortunately I don't have anything to give you. This required a hard shutdown via the power button as per usual.

Please let me know if there's anything you need from me such as an SSU however I don't know if it will show much...

[JeanetteC_Intel]

Hello SchwaSchwa,

Thanks for the follow-up. I've documented this additional system lockup on version 32.0.101.7028.

I'll work on diagnosing the root cause and contact you if I require any further information or system logs.

Best regards,

JeanetteC.

Intel Customer Support Technician