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APatz
Beginner
2,562 Views

NUC6CAYH The display driver "igfx" stops responding and has been restored

Hello from Germany,

i have Problem with the Intel NUC. Every time i use a Program such as Google Chrome or Plex Media Player or Lego Boost i get a freezing display. But i can back to Windows with TaskManger. In the Event Viewer i see every time this Error: The display driver "igfx" stops responding and has been restored (in german).

If in Chrome hardware acceleration disabled is no Error, if hardware acceleration on screen goes black every few minutes.

All drivers, BIOS, Firmware, Windows etc ist up to date! I tested in the last two weeks different Memory, Displays, Cable etc., also diffenrent Windows 10 fresh install. The error is on VGA and HDMI.

Sorry or my bad english, but i hobe you can help me.

regards

0 Kudos
19 Replies
idata
Community Manager
140 Views

Hello sb_adv,

I understand that you are having problems as the unit is showing an error with "igfx".

Regarding this, I was reviewing all of the information you sent and I was able to find a graphics driver update that we can try, please download the ".zip" version from the link below:

https://downloadcenter.intel.com/download/27484/Graphics-Intel-Graphics-Driver-for-Windows-15-65-?pr... Download Intel® Graphics Driver for Windows* [15.65]

Once that is done, please follow these steps for the installation:

1 - Unzip the file to a designated location or folder.

2 - Right-click Windows Start icon and open Device Manager.

3 - Click Yes when prompted for permission from User Account Control.

4 - Expand the Display adapters section.

5 - Right-click the Intel® graphics entry and select Update Driver Software.

6 - Click "Browse my computer for driver software".

7 - Click "Let me pick from a list of device drivers on my computer".

8 - Click "Have Disk".

9 - Click "Browse".

10 - Access the designated location or folder, and access a folder called "Graphics".

11 - Select the file called "igdlh64" or "igdlh".

12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.

13 - Reboot your computer

After the reboot, please use the system normally and let me know the outcome.

Regards,

David V

APatz
Beginner
140 Views

Good morning,

yes i know about this driver. i also tested before, but is not the last officel driver for this NUC (https://downloadcenter.intel.com/product/95062/Intel-NUC-Kit-NUC6CAYH Downloads for Intel® NUC Kit NUC6CAYH ).

I tested this today again and the error is still alive.

Where can i system wide disable the hardware acceleration, maybe this help? Any other suggestions?

Thanks

Update:

with this solution from Microsoft https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware-winpc/windows-10-display-drive... Windows 10 - Display driver has stopped responding and has recovered - - Microsoft Community i get different error: application has been blocked from accessing graphics hardware (in german igfx_with_TdrDelay.jpg)

with Disable Hardware Acceleration Option from https://msdn.microsoft.com/en-us/library/aa970912(v=vs.90).aspx Graphics Rendering Registry Settings i get error: the display driver "igfx" stops responding and has been restored (in german igfx_with_DisableHWAcceleration.jpg)

idata
Community Manager
140 Views

Hello sb_adv,

 

 

Thank you for your response,

 

 

What we can now try to do is to try to uninstall the graphics driver controller completely and stay with the Microsoft Basic Display Adapter. After this is done I want you to check again and try to use the system normally.

 

 

In order to uninstall the display adapter please go to the device manager, right-click on the display adapter and select "Uninstall". After it is uninstalled please reboot the system.

 

 

 

Regards,

 

David V
APatz
Beginner
140 Views

Hello,

i tried the Microsoft Basic Display Adapter. Plex Media Player and Google Chrome seem to work, but I will test it intensively. But that can not be the solution?

Lego Boost crashes completely, with a Application Error in d3d11.dll.

Regards

idata
Community Manager
140 Views

Hello sb_adv,

Thank you for your response,

I was testing and now that the Intel ® Graphics controller is uninstalled I want you to re-install the latest version.

I want to try this process because the graphics controller driver could have been corrupted and this could have let the problem happen so please go ahead and download the latest driver:

https://downloadcenter.intel.com/download/27484/Graphics-Intel-Graphics-Driver-for-Windows-15-65-%3F... Download Intel® Graphics Driver for Windows* [15.65]

Make sure to follow the same steps to install it:

1 - Unzip the file to a designated location or folder.

2 - Right-click Windows Start icon and open Device Manager.

3 - Click Yes when prompted for permission from User Account Control.

4 - Expand the Display adapters section.

5 - Right-click the Intel® graphics entry and select Update Driver Software.

6 - Click "Browse my computer for driver software".

7 - Click "Let me pick from a list of device drivers on my computer".

8 - Click "Have Disk".

9 - Click "Browse".

10 - Access the designated location or folder, and access a folder called "Graphics".

11 - Select the file called "igdlh64" or "igdlh".

12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.

13 - Reboot your computer

Let us know the outcome please.

Regards,

David V

APatz
Beginner
140 Views

Hello,

i installed it according to your instructions, but the error is still there. Note: There is no "igdlh64" or "igdlh" in the zip file, only a Kit126731.inf!

I noticed that on the first start (after the driver installation and restart) of Plex Media Player the error occurred only after about 30 - 60 seconds. I was able to use the program for a very short time. The second start of Plex Media Player, the error came almost immediately. Is it perhaps a problem with the shader cache or some DirectX features?

Please note that the Plex Media Player is just one example. The error also comes in other applications.

Before I tested again the Microsoft driver, without error message, but there was no sound via HDMI.

Also the beta driver from this thread I tried without success.

idata
Community Manager
140 Views

Hello sb_adv,

Thank you for your response,

I understand that the solution provided did not fix the issue. My apologies.

I would like to try and replicate this issue and in order to do this I will need you to provide me with the "Default Level Information". This information is in the post below:

Once this information is complete, please post it here and I will attempt to replicate the problem in order to find the best solution for this.

Regards,

David V

APatz
Beginner
140 Views

Hello David V,

Thank you for your support. I will send you the information at the earliest on Monday.

Regards.

APatz
Beginner
140 Views

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

The display driver "igfx" stops responding and has been restored on differnet applications

Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")<p> 

Always (100%):X

Often (51-99%):

Sporadic (20-50%):

Very Sporadic (<20%):

Hardware (HW)

Brand and Model of the system.

Intel NUC6CAYH

Hybrid or switchable graphics system?

 

ie Does it have AMD or NV graphics too?

Integrated Graphics

No AMD or NV

Make and model of any Displays that are used to see the issue <strong style="font-style: inherit; font-size: 13.3333px; font-family: intel-clear, arial, helvetica, 'helvetica neue', verdana, sans-serif !important;"...

APatz
Beginner
140 Views

Now I'm totally confused.

To make a video of the problem I wanted to use VLC as a screen recorder. But as soon as the recording runs, the Plex Media Player works. Without simultaneous recording with VLC, the error is back. (tested at the VGA connection!)

 

 

https://www.videolan.org/vlc/index.html https://www.videolan.org/vlc/index.html

 

VLC-> Media-> Convert / Save-> Capture Device-> Capture Mode "Desktop" -> Frame Rate 15f / s-> Convert / Save-> Browse-> Filename-> Save-> Start

Regards

idata
Community Manager
140 Views

Hello sb_adv,

 

Thank you for your patience,

We are still currently working on this and will be getting back to you as soon as possible.

I apologize for the delay.

Regards,

David V

APatz
Beginner
140 Views

Thanks for the information, I hope for a positive result.

Regards.

APatz
Beginner
140 Views

Hello,

are there any news?

The new video driver version: 15.65.5.4982 does not improve.

Best regards

idata
Community Manager
140 Views

Hello sb_adv,

Thank you for patiently waiting,

I have been doing some testing and I would like you to try the following:

a - Uninstall the current display adapter by going to Device Manager > Display Adapters > Intel ® HD Graphics. Right-click on it and click on "uninstall".

b - Download the ".zip" file from the following link: https://downloadcenter.intel.com/download/27594/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU... Download Intel® HD Graphics Driver for Windows® 10 for Intel® NUC Kit NUC6CAYS and NUC6CAYH

c - Proceed to do a manual graphics driver install:

1 - Unzip the file to a designated location or folder.

2 - Right-click Windows Start icon and open Device Manager.

3 - Click Yes when prompted for permission from User Account Control.

4 - Expand the Display adapters section.

5 - Right-click the Intel® graphics entry and select Update Driver Software.

6 - Click "Browse my computer for driver software".

7 - Click "Let me pick from a list of device drivers on my computer".

8 - Click "Have Disk".

9 - Click "Browse".

10 - Access the designated location or folder, and access a folder called "Graphics".

11 - Select the file called "igdlh64" or "igdlh".

12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.

13 - Reboot your computer

After the whole procedure has been done, test the programs and let me know the outcome.

Regards,

David V

APatz
Beginner
140 Views

Hello,

For real? I tested this driver over a month ago! But ok, I will do it again.

Note for step 11: There is no igdlh64 (.inf) or igdlh (.inf) in the zip file, just a Kit126731.inf!

Regards

idata
Community Manager
140 Views

Hello sb_adv,

Thank you for your response,

In that case please select the "Kit126731.inf" one, let it update and then reboot the system, make sure to uninstall the display adapter first and then attempt the update of the driver with the steps provided.

Let us know the outcome.

Regards,

David V

APatz
Beginner
140 Views

Yes of course. This driver does not solve my problem!

bye

idata
Community Manager
140 Views

Hello sb_adv,

I have sent you a private message.

Regards,

David V

APatz
Beginner
140 Views

Hello,

I have in the meantime bought a second device, this does not dit the above-described problem. The same HDD and the same RAM module was used. No black screen or crashes anymore.

 

I hope that I get exchanged the first device.

 

Thank you for the support.

 

Sincerely yours