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AJasz1
Beginner
468 Views

Card error - crash - blue screen - Graphics Chipset Radeon RX Vega M GH Graphics

When I use the Pioneer Rekordbox program there is a program and graphic card failure. Sometimes it's just a program crash sometimes a blue screen. I enclose all error reports and computer specifications. Please, help me with this work tool

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12 Replies
David_V_Intel
Employee
94 Views

Hello AJasz1,

 

Thank you for posting on the Intel communities. 

 

I appreciate you taking the time to provide me with the different reports, please provide me with a Direct X Diagnostic report. In order to create one, please follow the steps below: 

 

1 - From the Windows desktop, press the Windows and R keys to open the Run window.

2 - In the Open: field of the Run window, type dxdiag. Click OK or the Enter key to open the DirectX* Diagnostic Tool. If prompted to check if your drivers are digitally signed, click Yes.

3 - In the DirectX* Diagnostic Tool window, choose Save All Information.

4 - In the Save As window, the DirectX* information is saved as a text (.TXT) file. Choose the Desktop or another easily accessible location to save your file, and then click Save.

 

Once the steps have been followed, please attach the created .txt file to the thread directly. 

 

Have you reported this to the software developers? This is an important step so they have more insight and they may even be able to assist you with this as well.

 

If possible, please attach screenshots of when the error shows.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

AJasz1
Beginner
94 Views

Hello david thank you very much for your answer. I attach the file you requested from the dxdiag tool. In addition, I generated an error file and a full computer specification. I wrote to Pioneer to await an answer. Write what we can do with this error is very important to me. greetings Andrew Od: Intel Forums<mailto:supportreplies@intel.com> Wysłano: czwartek, 5 września 2019 23:45 Do: a.jaszczyszyn@outlook.com<mailto:a.jaszczyszyn@outlook.com> Temat: DavidV_Intel answered you: Card error - crash - blue screen - Graphics Chipset Radeon RX Vega M GH Graphics Hello AJasz1, Thank you for posting on the Intel communities. I appreciate you taking the time to provide me with the different reports, please provide me with a Direct X Diagnostic report. In order to create one, please follow the steps below: 1 - From the Windows desktop, press the Windows and R keys to open the Run window. 2 - In the Open: field of the Run window, type dxdiag. Click OK or the Enter key to open the DirectX* Diagnostic Tool. If prompted to check if your drivers are digitally signed, click Yes. 3 - In the DirectX* Diagnostic Tool window, choose Save All Information. 4 - In the Save As window, the DirectX* information is saved as a text (.TXT) file. Choose the Desktop or another easily accessible location to save your file, and then click Save. Once the steps have been followed, please attach the created .txt file to the thread directly. Have you reported this to the software developers? This is an important step so they have more insight and they may even be able to assist you with this as well. David V Intel Customer Support Technician A Contingent Worker at Intel [https://forums.intel.com/img/userprofile/default_profile_45_v2.png?fromEmail=1]<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0050P000007NFeW...> DavidV_Intel<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0050P000007NFeW...> (Intel) Hello AJasz1, Thank you for posting on the Intel communities. I appreciate you taking the time to provide me with the different reports, please provide me with a Direct X Diagnostic report. In order to create one, please follow the steps below: 1 - From the Windows desktop, press the Windows and R keys to open the Run window. 2 - In the Open: field of the Run window, type dxdiag. Click OK or the Enter key to open the DirectX* Diagnostic Tool. If prompted to check if your drivers are digitally signed, click Yes. 3 - In the DirectX* Diagnostic Tool window, choose Save All Information. 4 - In the Save As window, the DirectX* information is saved as a text (.TXT) file. Choose the Desktop or another easily accessible location to save your file, and then click Save. Once the steps have been followed, please attach the created .txt file to the thread directly. Have you reported this to the software developers? This is an important step so they have more insight and they may even be able to assist you with this as well. David V Intel Customer Support Technician A Contingent Worker at Intel [View/Answer] or reply to this email Replying to [https://forums.intel.com/img/userprofile/default_profile_45_v2.png?fromEmail=1]<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0050P000008WdcA...> AJasz1<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0050P000008WdcA...> (Customer) asked a question. Thursday, 5 September 2019 03:09<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0D50P00004RNmBB...> Card error - crash - blue screen - Graphics Chipset Radeon RX Vega M GH Graphics When I use the Pioneer Rekordbox program there is a program and graphic card failure. Sometimes it's just a program crash sometimes a blue screen. I enclose all error reports and computer specifications. Please, help me with this work tool [Image placeholder for graphic_cardpdf] graphic_cardpdf<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0680P000006pp2B...> [https://forums.intel.com/img/chatterEmail/download.png?fromEmail=1] Download (pdf)<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2Fsfc%2Fservlet.s...> [Image placeholder for card-screen] card-screen<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0680P000006pp2G...> [https://forums.intel.com/img/chatterEmail/download.png?fromEmail=1] Download (gif)<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2Fsfc%2Fservlet.s...> [Image placeholder for DESKTOP-33V8RD6] DESKTOP-33V8RD6<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0680P000006pp2L...> [https://forums.intel.com/img/chatterEmail/download.png?fromEmail=1] Download (txt)<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2Fsfc%2Fservlet.s...> 4 More Files<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.intel.com%2F0D50P00004RNmBB...
David_V_Intel
Employee
94 Views

Hello AJasz1,

 

Thank you for your response and working with me to address your issue.

 

I was checking the information but I do not see the attachments with the information I have requested, please post them directly on the thread and not through the e-mail because the attachments are not shown.

 

Also, I'm glad you have contacted the application developer, I hope we can both assist you with this and address the issue you are facing.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

AJasz1
Beginner
94 Views

Hi David,

I attach the file you requested

greetings

 

 

David_V_Intel
Employee
94 Views

Hello AJasz1,

 

Thank you for your response.

 

Have you gotten any response from the developer of the application? If not let me know please, I am currently analyzing your report and I will be getting back to you soon.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

AJasz1
Beginner
94 Views

Hello,

I do not have it yet.

Thank you very much for your help, it's important to me. Now I'm going on vacation so there is no rush

And

David_V_Intel
Employee
94 Views

Hello AJasz1,

 

Thank you for your response.

 

What we can try to address this issue from Intel's side is to check and re-install the graphics drivers, please follow the order of installation below: 

 

1 - Download the latest Intel® HD Graphics driver, you can get it in the link below: 

https://downloadcenter.intel.com/download/28975/Intel-HD-Graphics-Driver-for-Windows-10-64-bit-for-N...

2 - Download the latest Radeon* Graphics driver from the link below:

https://downloadcenter.intel.com/download/28600/Radeon-RX-Vega-M-Graphics-Driver-for-Windows-10-64-b...

3 - Disconnect the unit from the Internet. 

4 - Go into device manager, check under "Display Adapters", right-click on each one and select "Uninstall", make sure to select the option to "Delete the drivers". 

5 - Restart your computer and check that there is only "Microsoft Basic Display Adapter" listed, if not, follow the directions in step 4. If yes, please run the installation of the Intel graphics driver first and then the Radeon* graphics driver.

6 - Restart your computer once more and re-connect to the internet, try the software to see if the crash happens again.

 

I hope this helps.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

David_V_Intel
Employee
94 Views

Hello AJasz1,

 

Were you able to check my previous post?

 

Please let me know if the steps provided help.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

AJasz1
Beginner
94 Views

Hey i'm on vacation I will check if the problem will be resolved next week. I will write to you

David_V_Intel
Employee
94 Views

Hello AJasz1,

 

Thank you for your response.

 

Perfect! Let me know when you are able to check and if needed, let me know so I can assist you further with this.

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

David_V_Intel
Employee
94 Views

Hello AJasz1,

 

I am following-up with this inquiry to let you know that I am waiting for the results, let me know if you need more assistance with this.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

David_V_Intel
Employee
94 Views

Hello AJasz1,

 

Please contact us if you have any additional questions.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

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