Intel Arc B580 IGCL ctlGetFirmwareProperties error

[sz7]

Hi when playing DOTA 2, I get regular Windows Blue Screen crashes

System EventViewer logs show the following logs & errors under Intel Graphics Software:

• {"category":"Igcl","level":"Information","message":"3rd Party","parameters":{"library":"IGCL","function":"ctlGetFirmwareProperties","action":"start"}
• {"category":"Igcl","level":"Information","message":"3rd Party","parameters":{"library":"IGCL","function":"ctlGetFirmwareProperties","action":"stop"}}
• {"category":"Igcl","level":"Debug","message":"ctlGetFirmwareProperties","parameters":{"result":"4000000D","handle":"1A3DA589B08","name":"","version":"","firmwareConfigFlags":0}}
• {"category":"Igcl","level":"Error","message":"ctlGetFirmwareProperties, result=1073741837"
• {"category":"Igcl","level":"Error","message":"3rd Party - IGCL ctlGetFirmwareProperties - Exception"}

My SSU info is attached

[DeancR_Intel]

Hello sz7,

Thank you for reaching out about the blue screen crashes you're experiencing while playing DOTA 2. I can see from your SSU report that you're running the latest Intel graphics driver version 32.0.101.8136, and I've noted the Intel Graphics Software error logs you've provided.

Blue screen crashes during gaming can be quite frustrating, and I want to help get this resolved for you. To better understand the issue, I need some additional information:

• Was DOTA 2 working properly before these crashes started? If so, when did the blue screen issues first begin?
• Do the crashes occur at a specific point (game launch, during gameplay, specific scenarios), or do they happen randomly while playing?
• Have you tried reinstalling DOTA 2 to rule out any corrupted game files? (This is optional but can help eliminate game-related causes)
• Do you experience blue screen crashes with any other games or applications, or is this specific to DOTA 2?

The Intel Graphics Software error logs you've shared suggest there may be a firmware communication issue, so understanding when this started and the specific circumstances will help me provide more targeted assistance.

Best regards,

Dean R,

Intel Customer Support Technician

[sz7]

Hi Dean,

I tested out some other games (Divinity 2 playing at 3440 x 1440 Ultra High quality)
and the same error again caused a blue screen and crashed my PC after around 30-40 minutes

the crashes seem to happen randomly
sometimes immediately on program load, sometimes after an hour, sometimes not at all!

[DeancR_Intel]

Hi sz7,

Thank you for the additional testing information. It's helpful to know that the blue screen crashes are occurring with other games like Divinity 2, not just DOTA 2, and that they happen randomly across different timeframes.

Given that this issue is affecting multiple games and appears to be related to firmware communication errors with your Intel Arc B580 graphics card, I can see from your SSU report that you're already running the latest BIOS Version 5041 Beta (16.22 MB 2025/08/14), so a BIOS update won't be necessary at this time.

To help us better diagnose this firmware communication issue, could you please collect and provide Event Viewer logs following the specific instructions outlined in this Intel community guide: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/m-p/1494429#M5057

These detailed Event Viewer logs will help us analyze the blue screen crashes and the ctlGetFirmwareProperties errors more thoroughly.

Please follow the guide and share the collected logs when you have a chance.

Best regards,

Dean R.

Intel Customer Support Technician

[sz7]

Hi Dean, 

I followed the instructions on that page and captured the following DMP file (39 MB)

https://drive.google.com/file/d/1bC996xO7ilcdJEj_v1X9x7rWjcVuEaL1/view?usp=drive_link

Hope this can help to track down the issue

[sz7]

Okay seems to be getting even worse now... all games are crashing with BSOD soon after loading in

New Crash dump file (45MB)

https://drive.google.com/file/d/1raxySsJtAuHV_ReHjy6dCvcPokJ8pMzb/view?usp=sharing

[DeancR_Intel]

Hi sz7,

Thank you for providing the crash dump files and following the Event Viewer log collection instructions. I can see that the issue is getting worse, with all games now crashing with BSOD soon after loading, which is concerning.

The ctlGetFirmwareProperties errors combined with the random blue screen crashes across multiple games suggest a serious firmware communication issue with your Intel Arc B580. I've received both crash dump files (39MB and 45MB) and will be checking this further internally. I'll get back to you once I have more information from my analysis.

Thank you for your patience as we work to resolve this critical issue.

Best regards,

Dean R.

Intel Customer Support Technician

[DeancR_Intel]

Hi sz7,

Thank you for your patience as we analyzed the crash dump files and comprehensive system information you provided regarding the critical firmware communication errors with your Intel Arc B580.

After reviewing the 39MB and 45MB crash dump files you submitted, along with the ctlGetFirmwareProperties errors (result=1073741837) and the BSOD crashes affecting all your games, I have an important update.

Based on examination of the crash dump files, this appears to be an OS-related issue rather than a hardware defect with your Intel Arc B580. The random crash patterns and firmware communication errors you're experiencing are indicative of underlying Windows system issues that are affecting the graphics driver communication.

I recommend contacting Microsoft Support for assistance with this matter, as they are best equipped to help resolve OS-related issues that are causing these system-level crashes and firmware communication failures. They can provide specialized support for the Windows components that are interfering with the graphics driver functionality.

While your Intel Arc B580 hardware appears to be functioning correctly, the underlying OS issues are preventing proper communication between the system and the graphics firmware.

Microsoft Support will be able to assist you more effectively with diagnosing and resolving these Windows-related problems that are causing the BSOD crashes. I will be closing this thread and no longer be monitored,

Best regards,

Dean R.

Intel Customer Support Technician