VIDEO_TDR_FAILURE (116) - igdkmdnd64.sys, Win32 error 0n2 - Intel Arc A750 LE

[jbshell]

Hi, thank you for your assistance with system halt BSOD errors.

Intel Arc A750 LE

Over the past few days, have had 3 blue screen Windows 11 system halts on driver version 5522 WHQL, and one BSOD after DDU in safe mode and new install of driver 5534. 

Been on Arc since Feb 2023, and overall have had a some BSOD, but never this repeated. Usually, a DDU will resolve the issue.

The last 5522 driver was watching youtube, and the system crashed. After DDU in safe mode, reboot, new install 5534 from .exe from Intel Arc official download page. 

Restarted PC after new driver install, and the system worked fine for a number of hours. Then, powered off the PC normally.

Turned on PC later, and then performed a restart following Windows update: 2024-06 Cumulative Update for Windows 11 Version 23H2 for x64-based Systems (KB5039212).

Immediately after entering in Windows login credentials, the system BSOD--the bugcheck analysis of the minidump is the attachment BA_driver_5534_06-11-2024.txt

Thank you for your assistance.

Have included the following attachments: three BSOD dated minidump bugcheck analysis results from WinDBG from driver 5522, and one from 5534. Also, Intel SSU results.

BA_driver_5522_06-09-2024.txt - bugcheck analysis 6/09/2024 driver 5522

BA_driver_5522_06-10-2024.txt - bugcheck analysis 6/10/2024 driver 5522

BA_driver_5522_06-11-2024.txt - bugcheck analysis 6/11/2024 driver 5522

BA_driver_5534_06-11-2024.txt - bugcheck analysis 6/11/2024 driver 5534

SSU.txt - Intel SSU results

[ACarmona_Intel]

Hello Jbshell,

Thank you for posting in our communities.

It seems that you have already updated both your graphics driver and system BIOS, which are the necessary steps when addressing blue screen issues with Arc Graphics.

In regards to this, I will now raise the case with our engineers so they can further investigate the issue, and I will update you as soon as I have their response.

Thank you so much for your patience.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell,

Thank you for patiently waiting for our response.

Please try these additional troubleshooting steps for a possible solution to the issue:

• Perform a clean installation of the latest version of Intel® ArcTM and Iris® Xe Graphics (WHQL) for Windows.
  • 31.0.101.5590
• Undo any recent hardware or software changes.
• Check if Windows is updated to the latest version.
• Reset BIOS to default settings.
• If possible, consider testing with an alternate system or graphics card to determine if the issue might be hardware-related.

Please let us know the result of the troubleshooting steps that you are about to take, and if you have any questions, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

[jbshell]

Thank you for your response. 

- I have since performed a clean installation of the latest driver, 5590. Recently, no major changes have been made to hardware or software.

- No other GPUs, or CPU with iGPU to test. 

- Still BSOD system crash. Restarted PC, and on the login screen, the system halted. The display flashed a few times, then blue screen.

- Have attached latest Bugcheck Analysis of latest crash on driver 5590 file BA_driver_5590_6-21-2024.txt, and re-ran SSU. 

Thank you again for your support. 

[ACarmona_Intel]

Hello Jbshell,

Thank you so much for trying out the troubleshooting steps that we have recommended.

Since the issue still persists, we will do further research so we can provide you with an appropriate recommendation.

By the way, we appreciate the files that you have shared, and we will also use them for a thorough investigation.

I will get back to you as soon as the answer or recommendation for the issue is available.

Thank you again for your patience.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell,

Again, thank you so much for patiently waiting for our response.

Since all drivers have been tested and the BSOD occurs on different workloads, this is likely GPU hardware.

Given that all dumps point towards igdkmdnd64.sys (this is a GPU/driver component), we can say there is either a driver or hardware issue.

One final step, just to rule out software, is a clean OS installation.

On the hardware side, please verify that the power supply meets the requirement of 600 watts and that the 1x6 and 1x8 connectors are being used.

And if BSOD persists, then we can only conclude that the GPU is faulty. In regards to that, we recommend that you reach out to your place of purchase to request a warranty.

Thank you for your understanding, and if you have any questions, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

[jbshell]

Unfortunately, device is out of warranty as of this February. I may try to go ahead and perform a clean installation at some point. If and when that happens, and if the issue still persists, I'll know it is a hardware failure of the device. 

[ACarmona_Intel]

Hello Jbshell, 

We would like to know if you have any questions regarding the recommendation that we have provided.

If so, kindly inform me, as we would be glad to assist you. 

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell, 

Again, we would like to know if you have any questions regarding the recommendation that we have provided.

If so, kindly inform me, as we would be glad to assist you. 

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell, 

Thank you so much for the update.

It's sad to hear that the unit is already out of warranty. Let us hope that the clean installation will fix the issue. 

By the way, it will be truly appreciated if you can still let us know the result once you have performed the clean installation.

Thank you for your time and effort.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell, 

This is only a follow-up, in case you have any updates for us.

Thank you, and we look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell, 

Again, this is only a follow-up, in case you have any updates for us.

Thank you, and we look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell, 

Again, this is only a follow-up if you have any updates for us regarding the result of your clean installation.

Furthermore, you have mentioned that your Arc graphics card has already been out of warranty; is it possible that you can provide us with your Arc graphic product ID and serial number so we can confirm it?

You may check out this link: How to Identify the Product ID and Serial Number for an Intel® ArcTM A-Series Graphics Card, on how to locate the Arc graphics product ID and serial number.

And for additional information, you may check out the following links below:

• How Do I Get a Warranty for the Intel® ArcTM Alchemist Card on a Desktop System?
• Intel® Arc 7 Graphics Cards: Three-Year Limited Warranty Terms and Conditions

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jbshell, 

Once again, this is only a follow-up if you have any updates for us regarding the result of your clean installation.

Furthermore, you have mentioned that your Arc graphics card has already been out of warranty; is it possible that you can provide us with your Arc graphic product ID and serial number so we can confirm it?

You may check out this link: How to Identify the Product ID and Serial Number for an Intel® ArcTM A-Series Graphics Card, on how to locate the Arc graphics product ID and serial number.

And for additional information, you may check out the following links below:

• How Do I Get a Warranty for the Intel® ArcTM Alchemist Card on a Desktop System?
• Intel® Arc 7 Graphics Cards: Three-Year Limited Warranty Terms and Conditions

I will wait for your response.

Best regards,

Carmona A.

Intel Customer Support Technician

[DhannielM_Intel]

Hello Jbshell, 

Since my colleague Carmona is currently away for now I will be handling this thread. This is just a follow up again, in case you have any updates for us. 

Thank you we are looking forward to your response.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello Jbshell, 

Since I haven't received a response from you, I will be closing this inquiry. If you need further assistance, please submit a new question, as this thread will no longer be monitored. 

Best regards,

Dhanniel M.

Intel Customer Support Technician