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MErte
Beginner
445 Views

I have sometimes high load (around 20%) on the system process. Seems to be a problem with the graphics driver

Hi,

on my NUC 8i7BEH running windows 10 build 17763 I experience after some days of running the machine a high load (around 20%) on the system process. All drivers for the NUC are up2date. I already checked with the windows performance recorder and analyzer tool to find out the problem comes from the igdkmd64.sys which means that the driver of the graphic card seems to have a problem (see also attached screenshot).

Version of the graphic driver is 26.20.100.6709 but I also had the same problem already with ...6519.

Who can help?

Thanks and Kind Regards,

Marco

0 Kudos
7 Replies
David_V_Intel
Employee
42 Views

Hello MErte, Thank you for posting on the Intel ® communities. I can see that you are having an issue with the system load; however, I need to know exactly what problems it is giving you? Are you getting bad system performance? Anything else aside from that report? Also, are you getting the same report in the Windows Event Viewer? If so, please check and attach a screenshot of that event in the thread so we can have more information. I would like to request and System Support Utility report, this report can be generated from our tool, you can refer to the link below so you can download it:  https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Make sure to attach the created report to this thread. Regards, David V Intel Customer Support Technician Under Contract to Intel Corporation
MErte
Beginner
42 Views

Hi,

that high load normally comes on times when I am logged on but locked (meaning not using the machine right now) after some hours. Sometimes two or three hours sometimes over night. I recognize this behavior when the fan runs continously without my interaction. Unfortunately I cannot predict or force the machine to react in that way.

Sometimes I can still log in again but most of the times the machine is not reacting to keyboard, mouse etc. Even logging on via remote desktop (which normally works like a charm) is then possible.

I have to do a hard shut down via pressing the power button for a few seconds and restart the machine.

Kind Regards

Marco

David_V_Intel
Employee
42 Views

Hello MErte, Thank you for your response. Let's try the following steps: 1 - Download the latest DCH driver and save it on the computer. https://downloadcenter.intel.com/download/28601/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU... 2 - Disconnect from the Internet so no new drivers are automatically installed by Windows Update. 3 - Uninstall the driver and the Intel Graphics Control Panel from Control Panel > Programs and Features. 4 - Restart the computer. 5 - Confirm in Device Manager > Video Adapters the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4. 6 - If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Programs and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager: 6.1.1 Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device' 6.1.2 In the pop-up window make sure 'Delete the driver software for this device' is checked. 6.1.3 Click on 'Uninstall'. 6.1.4 Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter') 7 - Install the DCH driver that was downloaded on step 1. 8 - Restart the computer. 9 - Reconnect to the Internet Once this has been completed, let me know if there is errors related to graphics again. Regards, David V Intel Customer Support Technician Under Contract to Intel Corporation
MErte
Beginner
42 Views

Hi,

I followed exactly your steps. Unfortunately it doesn't help.

Now I had the situation that I was not able to log on locally (screen stayed black) but via remote desktop.

From there I was able to let the Windows Performance Analyzer run again. (see attached screenshots).

After that I tried to reboot via "shutdown /f /r /t 01" and got a BSOD (bad_pooler_call). What I found in the Eventviewer is attached also. Unfortunately the mentioned memory.dmp was not on my harddisk. Otherwise I would have tried to analyze this.

Please advice how to continue.

 

Kind Regards,

Marco

David_V_Intel
Employee
42 Views

Hello MErte, Thank you for your response. When did the error start happening? Did you installed or updated something? This is important information because you are getting many different errors. Try uninstalling the driver completely and leave it as "Microsoft Basic Display Adapter" to see if you can login normally. Let me know please. Regards, David V Intel Customer Support Technician Under Contract to Intel Corporation
David_V_Intel
Employee
42 Views

Hello MErte, Were you able to check my post? Let me know please the information requested so I can assist you further. Regards, David V Intel Customer Support Technician Under Contract to Intel Corporation
David_V_Intel
Employee
42 Views

Hello MErte, Please contact us if you have any additional questions. Regards, David V Intel Customer Support Technician Under Contract to Intel Corporation