Intel B580 DWM Crash. Driver version 6913 works, everything after does not

[RobertG209]

Hi,

To reproduce this issue: I use microsoft journal, and watch youtube while using Mcgrawhill connect on edge browser. It causes a dwm crash. I have reinstalled windows multiple times, I've reseated the GPU multiple times, and I've tried many different versions of the display drivers. For some reason 6913 works, while nothing else does.  For now, I'm going to continue using that driver. I'm not sure if my graphics card itself has a problem (it's an ASROCK B580 Challenger), or if there's a problem with the drivers that needs to be fixed. I hope that this helps shed light on an issue, and maybe leads to me having better stability in the future. 

From event viewer:

Faulting application name: dwm.exe, version: 10.0.26100.6899, time stamp: 0x7f37a9a2
Faulting module name: igd12um64xe2.dll, version: 32.0.101.8136, time stamp: 0x68e31aa4
Exception code: 0xc0000409
Fault offset: 0x000000000124f56d
Faulting process id: 0x7A4
Faulting application start time: 0x1DC40A475419FAA
Faulting application path: C:\WINDOWS\system32\dwm.exe
Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_a1ab7ddb315f3f87\igd12um64xe2.dll
Report Id: 4e147fb4-b167-465b-8748-e7e82139c663
Faulting package full name:
Faulting package-relative application ID:

Thank you for your help, it is deeply appreciated.

[KennethB_Intel]

Hello RobertG209,

Thank you for reaching out to the Intel Community Forum. I understand that you are experiencing a DWM crash when using Microsoft Journal, watching YouTube, and accessing McGrawHill Connect on the Edge browser. You mentioned that driver version 6913 works fine, but newer versions cause the issue. Thank you for sharing the details and the event viewer logs.

To assist you further, may I kindly ask the following:

• When did this issue first begin?
• How frequently does the crash occur? Is it consistent, or does it happen randomly?
• Were there any recent changes made to your system before the issue started, such as Windows updates or new software installations?
• Have you tested the same driver version (6913) with different combinations of applications to check if the issue still happens?
• Have you tried using a different graphics card or testing your current card on another system to help rule out hardware-related concerns?
• Could you please provide us the SSU logs of your system? You can find instructions on How to get the Intel® System Support Utility Logs on Windows*

Please share your responses at your convenience. I will wait for your reply so I can continue to assist you.

Best regards,

Kenneth B.

Intel Customer Support Technician

[RobertG209]

Hi,

This issue began about 6 months ago. The crash happens at random times during this regular usage. Usually within 5 minutes of having Microsoft journal open. There are some other scenarios where it has happened, but Microsoft journal being open with YouTube playing guarantees that the crash will occur, but not necessarily immediately.  The only software update that seemed to cause the issue that I could tell was intel's graphics drivers.

I have tried many combinations of applications with driver version 6913 and not been able to replicate the crashing. I have not tried using the card on another system. If I get the opportunity, I'll see if I can narrow it down to the hardware itself. 

I'm attaching the SSU scan for you as well.

thank you so much for your time, it is greatly appreciated.

[KennethB_Intel]

Hello RobertG209,

Thank you for your response and providing the details and SSU logs. To help resolve your issue, kindly follow the steps below:

Download the Latest Graphics Driver 

• 32.0.101.8136 (Latest)

Execute a Clean Installation During Driver Installation

1. Click the .exe to initiate the driver installation.
2. Agree to the Intel Software License Agreement.
3. Click the checkbox to Execute a clean installation.

• A clean installation removes all old drivers and restores Intel settings to the default value

1. Click Start to begin the install.
2. Reboot the system if prompted.

 If the issue persists after the clean installation, I kindly suggest you try to reinstall the driver by using the Display Driver Uninstaller. Kindly see the instructions below:

1. Download Display Driver Uninstaller (DDU)< software and extract the file.
2. Open DDU ****.exe and run extract program.
3. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
4. Go to the DDU extract path and double-click the Display Driver Uninstaller.exe to open DDU.
5. Click Close in the Options window.
6. Select device type to GPU and select device to INTEL.
7. Click Clean and restart or Clean and Shutdown depending on your needs
8. Wait the software to finish the process and auto reboot Windows to the normal mode or shutdown.

After doing all the steps above, please let me know how it went.

Thank you!

Best regards,

Kenneth B.

Intel Customer Support Technician

[KennethB_Intel]

Hello RobertG209,

I wanted to follow up regarding the steps I previously shared to help resolve the graphics driver issue. Kindly let me know if you were able to perform the clean installation and use the Display Driver Uninstaller tool. Your feedback will help me continue assisting you further.

Thank you.

Best regards,

Kenneth B.

Intel Customer Support Technician

[RobertG209]

Hi KennethB_Intel,

Thank you so much for following up. I appreciate your patience, I needed to wait until today to go through your instructions and document my results. 

I followed your instructions meticulously, making sure to even disable windows 11's feature that automatically downloads manufacturer's drivers so that it didn't automatically install intel drivers when rebooting back from safemode with DDU.  

After cleanly removing the drivers with DDU and executing a clean installation of the NEWEST drivers (32.0.101.8247), I was able to reproduce the problem extremely quickly. Playing a youtube video in microsoft edge while using Microsoft Journal by writing in it causes the DWM crash within 2 minutes. This discovery means that reproducing this issue is fairly simple. 

details from event viewer from this particular test:

Warning:

Log Name: Application
Source: Dwminit
Date: 10/25/2025 12:32:17 PM
Event ID: 0
Task Category: None
Level: Warning
Keywords: Classic
User: N/A
Computer: desktop
Description:
The Desktop Window Manager process has exited. (Process exit code: 0xc0000409, Restart count: 1, Primary display device ID: Intel(R) Arc(TM) B580 Graphics)

Error:

Log Name: Application
Source: Application Error
Date: 10/25/2025 12:32:15 PM
Event ID: 1000
Task Category: Application Crashing Events
Level: Error
Keywords:
User: Window Manager\DWM-1
Computer: desktop
Description:
Faulting application name: dwm.exe, version: 10.0.26100.6899, time stamp: 0x7f37a9a2
Faulting module name: igd12um64xe2.dll, version: 32.0.101.8247, time stamp: 0x68f8b818
Exception code: 0xc0000409
Fault offset: 0x000000000128418d
Faulting process id: 0x7DC
Faulting application start time: 0x1DC45E4E47DB200
Faulting application path: C:\WINDOWS\system32\dwm.exe
Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_7275be43f987f3ef\igd12um64xe2.dll
Report Id: e4b61565-363d-4cd9-99a8-3ebb939b64ab
Faulting package full name:
Faulting package-relative application ID:

I'm going to revert back to the 6913 drivers in the meantime again. I hope that this helps. Thank you.

[KennethB_Intel]

Hello RobertG209,

Thank you for your detailed update and for following the instructions carefully. I appreciate your effort in testing the driver installation and confirming the issue.

Since the problem persists even after a clean installation of the latest graphics driver, I kindly recommend updating your BIOS to version 7D91v1I.

Please let me know the results after updating the BIOS, or if you need assistance with the update process. I will wait for your response so I can continue to assist you.

Thank you.

Best regards,

Kenneth B.

Intel Customer Support Technician

[RobertG209]

Hi,

That was a great suggestion, I hadn't thought of that prior. However, I've went ahead and upgraded to the newest BIOS, and then reinstalled the intel graphics driver 8247, and unfortunately, the crash still persists.  I understand this may be some sort of hardware defect, or perhaps a specific issue in Microsoft Journal?  So, I understand if I'm running out of options.

Thank you for all your help.

[KennethB_Intel]

Hello RobertG209,

Thank you for your update and for diligently testing the new BIOS update. I understand your frustration that the issue still persists even after this step. It's very helpful that you've narrowed down the issue to a specific combination of applications and drivers.

Since you've done extensive troubleshooting on your end, I have a few more questions that might help us pinpoint the root cause:

• Could you detail the precise steps you use to reproduce the crash? For example:
  • What are you actively doing in Microsoft Journal just before the crash? Are you writing, drawing, scrolling, or just having it open?
  • Is McGrawHill Connect still open in Edge when the crash occurs, or have you focused solely on Journal and YouTube for the latest tests?
• You mentioned using Microsoft Edge. Have you tested the reproduction scenario (Microsoft Journal + YouTube video) using a different browser like Chrome or Firefox? This would help us determine if the issue is specific to Edge's interaction with the DWM and the new drivers.
• Does the DWM crash ever occur with the newer drivers when you are not using Microsoft Journal, but are using other demanding applications like a heavy PC game, or another stylus-based drawing application?
• Have you checked the settings for hardware acceleration in both Microsoft Edge and the Microsoft Journal application? Disabling it in one or both might temporarily sidestep the issue if it's related to a specific hardware acceleration path in the new driver, though we understand this isn't a permanent fix.
• Also, can you please provide us videos of the issue whenever the crash happens?
• Could you please share with us the Application Event Viewer logs?
  • Right-click on the Start button.
  • Click on Event Viewer.
  • Expand Windows Logs.
  • Right-click on Application and select Save All Events As.
  • Save the file and send us a copy.
  • Please indicate the timestamp of the crash.
• Furthermore, kindly provide the latest SSU logs.

I will wait for your response to these questions.

Thank you!

Best regards,

Kenneth B.

Intel Customer Support Technician

[RobertG209]

Hi, 

Thank you for all the steps you provided.  These are my results:

1. To inititate the crash, I do not need a table device connected. I only need Microsoft Journal and Microsoft Edge (or firefox) open and playing a youtube video. However, the crash ONLY occurs once the inking has been done in microsoft journal. For instance, if I play a video, then write a note in microsoft ink (even with a regular mouse) it will cause the crash to occur within 2 minutes. It's not instant, but it is guaranteed to happen.

2. Mcgraw hill has been deemed unrelated. The 2 factors I've isolated are Microsoft journal, and youtube on any browser.

3. Firefox did not make a difference.  The same issue occured.

4. I have not been able to replicate the crash without microsoft journal. I've tried using krita and doing extensive drawing in it while watching youtube, and have not crashed. I've played games, and I have even played youtube while recording using ableton live, and have not gotten the dwm crash.

5. I wasn't able to disable hardware acceleration in microsoft journal, but I was able to switch it to use the intel UHD graphics 770 as opposed to the b580. That did not solve the problem. I also disabled hardware accelerated GPU scheduling in windows settings as well, which did not make a difference. I also disabled hardware acceleration in Edge, and this did not fix it as well.

6. I took a video using microsoft's built in screen recorder, and it did not capture the crash, so I apologize for the blurry cell phone video. It takes about a minute for the crash to occur. This shows the simplest method to recreate the crash: play youtube video, then draw in microsoft journal while video is playing, wait about a minute, then crash. in the video it occurs at 1 minute and 10 seconds, and the screen goes black while the top left corner shows the minimize, maximize, and close buttons that are usually in the top right of a windows application. 

https://drive.google.com/file/d/1WR5PpGakLWtdVPKYjKbXAdGlWafMvRPN/view?pli=1

7.I'm attaching the logs you've asked for as well. I had to zip the event log to allow it to upload to the forum. the times that these occured during testing today were: 11/1/2025 7:20:05, 11/1/2025 7:15:54, and 11/1/2025 7:14:36, there are many other examples of the same crash in the event log as well. 

Thank you again for all your support.

[RobertG209]

Hi, I wrote a very detailed and thorough response to this. 

Are you able to see it? I think a moderator may have deleted it. Or do I need to type it all up again?

Because it got deleted, in summary: I tried everything, I recorded video. I submitted the logs. The newest discovery is that I was able to trigger the crash with JUST onenote running. I tried using onenote to see if that would be a suitable alternative. It seems that using the digital inking features is the main trigger.

[RobertG209]

In case it's gone for good, I rewrote my response to the best of my ability. I've saved a copy just in case as well.

1. When I use inking in the journal, DWM will crash within 2 minutes of drawing in journal. When the crash occurs, I’m just letting a youtube video play, moving my cursor around.

2. The only 2 elements needed to recreate the crash consistently are: youtube in ANY browser and microsoft journal running. Though the crash won’t occur until the journal is drawn in.

It doesn’t matter whether I draw with a mouse, or with a tablet. It also doesn’t matter whether the tablet drivers are installed or not. I know this because I did a clean installation of windows without the tablet ever having been plugged in and the issue persisted.

3. the crash is repeatable with any browser.

4. The only other time the crash has occurred was using onenote to draw in as well. It also causes the crash. I also managed to get it to crash without youtube running in the background in that instance.

5. I disabled hardware acceleration in windows as a whole, I disabled hardware acceleration in the web browsers, and I even tried running the journal app on the intel UHD 770 built into my CPU. None of this remedied the problem.

6. I have a video, however it’s too large to attach so I will include a google drive link. Screen recording did not capture the crash, so I apologize for the shaky phone video. Crash happens around 1:10, which is about the average time it takes to crash. I show the exact steps I take to replicate the crash. Also, when the screen goes black, the top left of the screen shows the symbols for minimize, maximize, and close that are usually in the top right of a Windows application.

https://drive.google.com/file/d/1WR5PpGakLWtdVPKYjKbXAdGlWafMvRPN/view

7. Each crash in the event viewer logs happens in 3 steps: an error, then a warning, then an information. the timestamps of the crashes are 7:03:30, 7:07:33, 7:14:36, 7:15:54, 7:20:05. The one that occurred without youtube playing while drawing in microsoft onenote happened at 12:21:19

8. I’m including the event logs in a 7z file, and the SSU logs are attached as well.

Thank you!

[RobertG209]

One more thing, 

I exited every app running in the background, and only ran microsoft  journal, and this problem persists.

The problem is exclusively to do with drawing into microsoft journal or onenote.  Krita did NOT replicate this issue. Youtube and edge do NOT trigger the issue. They are unnecessary in triggering the crash.

Steps to recreate crash:

Draw in onenote or journal

wait 2 minutes

dwm crash.

Thank you.

[KennethB_Intel]

Hello RobertG209,

Thank you for your detailed follow-up and for providing the additional information, including the video, event logs, and SSU report. I truly appreciate the time and effort you’ve taken to document your findings and share them with me.

Please allow me some time to investigate this internally. I will provide you with an update as soon as I have more information to share.

Thank you again for your continued cooperation and patience.

Best regards,

Kenneth B.

Intel Customer Support Technician

[KennethB_Intel]

Hello RobertG209,

Thank you for your patience. Please be informed that I am currently investigating the issue you reported. To proceed further, I kindly request that you provide the complete crash dump file from your system. This will help in identifying the root cause and determining the appropriate solution.

Please let me know once the file has been uploaded so I can continue with the analysis.

Best regards,

Kenneth B.

Intel Customer Support Technician

[KennethB_Intel]

Hello RobertG209,

Thank you for your patience. I would like to follow up regarding the issue you reported. I am currently investigating the matter and would need your assistance to proceed further. Kindly provide the complete crash dump file from your system. This file is essential to help identify the root cause and determine the appropriate solution.

Please let me know once the file has been uploaded so I can continue with the analysis.

Best regards,

Kenneth B.

Intel Customer Support Technician

[RobertG209]

Hi KennethB_Intel, 

I've followed the steps to generate a dump file. However the dump file was nearly 33 gigabytes. This did not seem correct. I'm going to look into making a smaller one. For now, I have this log file. In the mean time I will work on generating an appropriately sized memory dump.

[RobertG209]

Hi,

I decided to compress the large memory dump and upload it to an external site. 

https://file.kiwi/60853c48#hze_fgh9XsAjJa9023toDg

The link will expire in a few days, so I hope this works well.

I got this memory dump using the notmyfault tool, let me know if you need anything else.

Thank you!

[KennethB_Intel]

Hello RobertG209,

Thank you for providing the dump file. Please allow me to check this internally and get back to you once I have more information.

Thanks!

Best regards,

Kenneth B.

Intel Customer Support Technician

[RobertG209]

Hi!

I'm providing you with an alternative dump file. The last dump file I provided was my entire memory dump. 

This dump file is taken from task manager, right clicking desktop window manager, and selecting create memory dump file. I did this right away after triggering the crash. I hope that this provides the information that you were looking for!

https://drive.google.com/file/d/1eYoti6MLGKvch8DFZe1bt5N36geih0pz/view?usp=sharing

Please let me know when you receive this. Thank you!

[KennethB_Intel]

Hello RobertG209,

We tried to recreate the issue; however, the issue is not observed in our latest driver.

Could you please try to remove the Arc B580 and use only the integrated graphics (iGPU)? After removing the GPU, test if the issue still persists.

If the issue continues after performing this step, please let me know.

Thank you.

Best regards,

Kenneth B.

Intel Customer Support Technician