Intel® NPU Driver - Windows stuck the screen

[Tom31]

this is a dmp file.

please help.

[Tom31]

17: kd> !thread ffff8c053bf7b040
THREAD ffff8c053bf7b040 Cid 2de4.341c Teb: 000000bc76797000 Win32Thread: ffff8c051a5c0830 WAIT: (WrLpcReply) KernelMode Alertable
ffff8c053bf7b558 Semaphore Limit 0x1
Waiting for reply to ALPC Message ffffc08e358e95d0 : queued at port ffff8c05134c11d0 : owned by process ffff8c053b9c00c0
Not impersonating
DeviceMap ffffc08e24383d70
Owning Process ffff8c0536112080 Image: audiodg.exe
Attached Process N/A Image: N/A
Wait Start TickCount 945141 Ticks: 4159 (0:00:01:04.984)
Context Switch Count 192 IdealProcessor: 16
UserTime 00:00:00.359
KernelTime 00:00:00.375
Win32 Start Address ntdll!TppWorkerThread (0x00007ffa23607d60)
Stack Init fffff6095c11abb0 Current fffff6095c119130
Base fffff6095c11b000 Limit fffff6095c114000 Call 0000000000000000
Priority 21 BasePriority 8 Unusual Boost 15 Priority Floor 21 IoPriority 2 PagePriority 5
Unable to load image \SystemRoot\System32\DriverStore\FileRepository\npu.inf_amd64_2a50686f47615b3f\npu_kmd.sys, Win32 error 0n2
Child-SP RetAddr : Args to Child : Call Site
fffff609`5c119170 fffff801`8a811dca : 00000000`00000000 00000000`00000001 ffffe201`be9c02f0 fffff609`5c119378 : nt!KiSwapContext+0x76
fffff609`5c1192b0 fffff801`8a810ea0 : ffff8c05`00000000 00000000`00000000 fffff609`5c119488 00000000`00000000 : nt!KiSwapThread+0x59a
fffff609`5c119370 fffff801`8a819544 : 00000000`00000000 ffff8c05`3bf7b180 ffff8c05`00000000 ffff8c05`3bf7b1c6 : nt!KiCommitThreadWait+0x370
fffff609`5c119420 fffff801`8a8eabb7 : ffff8c05`3bf7b558 ffffe201`00000011 ffff8c05`3b8f8100 ffffe201`be9b7101 : nt!KeWaitForSingleObject+0x7a4
fffff609`5c119500 fffff801`8ae890f8 : ffffe201`bea00000 ffff8c05`3bf7b558 00000000`00000011 00000000`00000000 : nt!AlpcpSignalAndWait+0x297
fffff609`5c1195b0 fffff801`8ae88c0d : 00000000`00000000 00000000`00000000 ffff8c05`134e0630 ffffc08e`257fb000 : nt!AlpcpReceiveSynchronousReply+0x58
fffff609`5c119610 fffff801`8ae232ce : ffff8c05`134e0630 fffff609`00220000 ffffc08e`257fb000 ffffc08e`308e9190 : nt!AlpcpProcessSynchronousRequest+0x34d
fffff609`5c119740 fffff801`8ac85c55 : fffff609`5c119900 ffff8c05`3bf7b040 fffff609`5c119a38 00000000`00020001 : nt!NtAlpcSendWaitReceivePort+0x1fe
fffff609`5c119810 fffff801`8ac74130 : fffff801`1c4302b6 ffffc08e`257fb000 ffffc08e`308e9120 fffff609`5c119b30 : nt!KiSystemServiceCopyEnd+0x25 (TrapFrame @ fffff609`5c119880)
fffff609`5c119a18 fffff801`1c4302b6 : ffffc08e`257fb000 ffffc08e`308e9120 fffff609`5c119b30 fffff801`1c41eb74 : nt!KiServiceLinkage
fffff609`5c119a20 fffff801`1c42fdd2 : 00000000`00001000 ffffc08e`308e9120 fffff609`5c119cc0 fffff609`5c119b30 : msrpc!LRPC_BASE_CCALL::DoSendReceive+0x72
fffff609`5c119a90 fffff801`1c42e74a : 00000000`00000000 fffff609`5c119b30 fffff609`5c11a2b9 00000000`00000000 : msrpc!LRPC_BASE_CCALL::SendReceive+0x52
fffff609`5c119ac0 fffff801`1c3f21f4 : fffff609`5c119d70 fffff609`5c119d70 fffff609`5c11a2b9 00000000`00000000 : msrpc!NdrSendReceive+0x3a
fffff609`5c119af0 fffff801`1c3f20a3 : 00000000`00000000 fffff801`1c3d1000 00000000`0000000d fffff609`5c119b20 : msrpc!NdrpClientCall3+0x128
fffff609`5c119d30 fffff801`1c3c1e4f : fffff609`5c11a258 00000000`00000000 00000000`00000000 ffffc08e`31c8fe80 : msrpc!NdrClientCall3+0x93
fffff609`5c11a0d0 fffff801`1c3c12bd : 00000000`00000800 fffff801`340befae 00000000`00000000 00000000`00000001 : ksecdd!SspipLookupAccountSid+0x19b
fffff609`5c11a1d0 fffff801`340a8196 : 00000000`00000009 fffff609`5c11a2b9 00000000`00000000 ffffc08e`33042500 : ksecdd!SecLookupAccountSid+0x1d
fffff609`5c11a210 fffff801`340a7be8 : ffff8c05`34e6b000 ffff8c05`34e6b000 ffff8c05`3cdc78b0 ffff8c05`3cdc78b0 : npu_kmd+0x28196
fffff609`5c11a320 fffff801`34083bca : ffff8c05`34e6b000 fffff609`5c11a520 ffff8c05`3b81b410 ffff8c05`3b81b410 : npu_kmd+0x27be8
fffff609`5c11a3c0 fffff801`1ddb7f96 : ffff8c05`3f87d330 fffff609`5c11a520 ffff8c05`3f87d330 ffff8c05`3b81c000 : npu_kmd+0x3bca
fffff609`5c11a3f0 fffff801`1ddb7bad : 00000000`00000000 00000000`00000000 00000000`00000000 fffff801`3a8df533 : dxgkrnl!ADAPTER_RENDER::DdiCreateProcess+0xd6
fffff609`5c11a4d0 fffff801`1ddb7709 : ffffc08e`35f83820 00000000`00000000 00000000`00000000 ffffc08e`2b2a9bc0 : dxgkrnl!DXGPROCESS_RENDER_ADAPTER_INFO::Initialize+0x191
fffff609`5c11a5e0 fffff801`1ddb6dc4 : ffffc08e`35f83820 fffff609`5c11a6e9 00000000`00000008 00000000`00000003 : dxgkrnl!DXGPROCESS::OpenAdapter+0x1f5
fffff609`5c11a660 fffff801`1ddb63ab : ffffc08e`35f83820 00000000`00000000 ffff8c05`3b81b410 ffffffff`ffffffff : dxgkrnl!DXGDEVICE::Initialize+0x24c
fffff609`5c11a750 fffff801`1ddb5a23 : ffff8c05`3b81a000 fffff609`5c11aaa0 00000272`b59ff510 00000000`00000000 : dxgkrnl!ADAPTER_RENDER::CreateDevice+0x253
fffff609`5c11a7d0 fffff801`1ddb5591 : 00000000`00000000 00000272`b59ff558 00000000`00000000 ffff8c05`3bf7b040 : dxgkrnl!DxgkCreateDeviceImpl+0x483
fffff609`5c11a9f0 fffff801`8ac85c55 : 00000022`6251c500 00000000`00000000 ffff8c05`3bf7b040 00000000`00000000 : dxgkrnl!DxgkCreateDevice+0x11
fffff609`5c11aa20 00007ffa`213d4af4 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x25 (TrapFrame @ fffff609`5c11aa20)
000000bc`768f6888 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : win32u!NtGdiDdDDICreateDevice+0x14

[Tom31]

17: kd> lmDvmnpu_kmd
Browse full module list
start end module name
fffff801`34080000 fffff801`34109000 npu_kmd (no symbols)
Loaded symbol image file: npu_kmd.sys
Image path: \SystemRoot\System32\DriverStore\FileRepository\npu.inf_amd64_2a50686f47615b3f\npu_kmd.sys
Image name: npu_kmd.sys
Browse all global symbols functions data Symbol Reload
Timestamp: Thu Apr 11 18:57:15 2024 (6617C20B)
CheckSum: 00093221
ImageSize: 00089000
File version: 32.0.100.2381
Product version: 32.0.100.2381
File flags: 0 (Mask 3F)
File OS: 40004 NT Win32
File type: 3.0 Driver
File date: 00000000.00000000
Translations: 0409.04b0
Information from resource tables:
CompanyName: Intel(R) Corporation
ProductName: Intel(R) NPU Driver
InternalName: npu_kmd.sys
ProductVersion: 32.0.100.2381
FileVersion: 32.0.100.2381
FileDescription: Kernel Mode Driver
LegalCopyright: Copyright 2024 Intel(R) Corporation. All rights reserved.

[JedG_Intel]

Hello Tom31,

Thank you for posting on Intel Community Forum.

Please share the information below for me to address this properly.

1. Was this working fine before?

2. Are there any recent changes to the system?

3. What is the full model of you CPU? 

4. Is the issue happening right after booting up the system?

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[Tom31]

Hello! JedG

this is the answer.

1. Was this working fine before?

no, never working fine before.

2. Are there any recent changes to the system?

no change to system. But i guess this question is releated to active directory. Screen get stuck when npu_kmd  call SecLookupAccountSid in active directory domain with methods msrpc tcp protocol. If i use a user not belong to any ad domain, its always working fine.

3. What is the full model of you CPU? 

Intel(R) Core(TM) Ultra 5 135H 3.60 GHz

4. Is the issue happening right after booting up the system?

sometime. it always depends on unstable networks. it must occur when network losing msrpc packets.

Best regards,

Tom31.

[JedG_Intel]

Hello Tom31,

Thank you for sharing all this information.

For further troubleshooting, please try to follow the steps below.

1. Check for Windows Updates

2. Boot the computer in Safe Mode

3. Check the Event Viewer for any warnings related to NPU driver.

If the same issue is observed, may I know what is the NPU driver version? Please also generate SSU Report.

I hope to hear from you soon.

Best regards,

Jed G.

Intel Customer Support Technician

[Tom31]

Hello JedG,

I also recommend modifying the logic of the SecLookupAccountSid function in the npu_kmd.sys driver to eliminate its synchronous calls, which may potentially initiate network requests. This adjustment is crucial to prevent blocking that could result in the upper-layer DirectX driver becoming deadlocked.

Best regards,

Tom31

[Tom31]

Hello JedG,

1. Check for Windows Updates

A:the windows is latest.

2. Boot the computer in Safe Mode

A:if there is in safe mode and no network, no issue happen.

3. Check the Event Viewer for any warnings related to NPU driver.

A: no npu event, but there is active directory event check account failed.

I suggest check the npu_kmd.sys driver code. and the code of function CheckUserGroups(...), most likely the problem is cause by

dxgkrnl.sys hold a lock and call DdiCreateProcess func  -> call npu_kmd.sys CheckUserGroups func -> ksecdd.sys call SecLookupAccountSid(active directory) and Send tcp and lost packets and sync wait result -> screen start stucking.

hope to hear from you soon.

Best regards,

Tom31

[JedG_Intel]

Hi Tom31,

Thank you for sharing all this information. I will be conducting an investigation and I'll get back to you if I have any questions or update.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Tom31,

I would just like to confirm some information with you for proper investigation. You mentioned that Windows is stuck—does this mean the system is freezing when the NPU/AI boost is enabled or during the installation of the NPU driver? Could you please provide more details about the what is happening?

Additionally, have you attempted to download the NPU driver? To install the NPU driver, you can follow our How To Install or Update the Intel® NPU Driver article. If the issue persists, I recommend downloading the Intel AI Boost Driver directly from the DELL website. Here's the direct link: https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=6r8yd&oscode=wt64a&productcode=latitude-14-7450-2-in-1-laptop

Furthermore, you can download the other drivers from the DELL website using this link: https://www.dell.com/support/product-details/en-us/product/latitude-14-7450-2-in-1-laptop/drivers

I hope to hear from you soon.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Tom31,

I wanted to check if you had the chance to review the additional questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Jed G.

Intel Customer Support Technician

[Tom31]

Hello JedG,

Q:You mentioned that Windows is stuck—does this mean the system is freezing when the NPU/AI boost is enabled or during the installation of the NPU driver? Could you please provide more details about the what is happening?
A: system is freezing only when AI boost is enabled. it won't have problem when close it on device manager.

Q:update npu driver version
A: Windows system confirm it 32.0.100.2381 already the latest version. I download from dell and install success, but it not upgrade to 32.0.100.3104. I think the code in latest driver 32.0.100.3104 has the same problem, because it has the same function call to CheckUserGroups func -> ksecdd.sys call SecLookupAccountSid.

Best regards,

Tom31.

[JedG_Intel]

Hello Tom31,

Thank you for responding back.

If the drivers from DELL do not work, please also attempt to use the generic driver from Intel. According to the information you provided, Windows has confirmed that version 32.0.100.2381 is the latest. However, upon review, the latest driver available is version 32.0.100.3764. Kindly install this version and inform me if it resolves the issue.

Best regards,

Jed G.

Intel Customer Support Technician

[Tom31]

Hello JedG,

I install version 32.0.100.2381.

Thanks! The freezing  issue has been alleviated, and now it only freezing for about 3 seconds everytime i open my app.

Could you please explain the logic in the latest code? Is the code now set the timeout to 3 seconds?

Im also wonder what the version the driver fix the long time freezing  issue, i need to install it to all my computers if this issue resolved.

Best regards,

Tom31.

[Tom31]

I cannot edit last reply. it is a incorrect version typed. I install the latest driver 32.0.100.3764. not 32.0.100.2381.

[Tom31]

Hello JedG,

A piece of bad news:

with the latest driver 32.0.100.3764, the system still freezes until the network is disconnected, after which the screen can recover.

Hoping npu developer team can resolve this issue. Hoping reply!

Best regards,

Tom31.

[JedG_Intel]

Hello Tom31,

Thank you for trying out the recommendation and I'm sorry to hear that you still observe the same issue. I'll be conducting further investigation and I will get back to you with an update as soon as possible.

Best regards,

Jed G.

Intel Customer Support Technician

[Tom31]

Hello JedG,

I am writing to inquire about the ongoing investigation into the screen lag issue we have been experiencing. Could you please provide an update on how much longer you anticipate it will take to resolve this problem?

Best regards,

Tom31.

[JedG_Intel]

Hello Tom31,

I'm getting back in touch with regards to your concern. About the timeframe, I'm not able to provide a specific one since I'm currently working on this. Also, I have few troubleshooting steps that I need you to try and please let me know of the outcome.

Using the latest version of the NPU driver, test with:

1. Different system load (applications running in parallel).

2. Modified BIOS settings: C-States, Overclocking, Default settings.

3. Different OS power modes.

4. Power cord plugged / unplugged.

5. NPU driver disabled / enabled in the device manager.

6. Reduce number of processes working in parallel.

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[Tom31]

Hello JedG,

I have already shipped the computer to the client, and I do not have any additional machines available for testing. The client has reported that dozens of their computers are experiencing the same freezing issue. I believe this is a common problem, and a code review reveals that the synchronous network requests are directly causing the freezes. Therefore, I recommend not proceeding with further testing, as the information provided earlier is sufficient to confirm the root cause of the issue.

Best regards,

Tom31.

[JedG_Intel]

Hello Tom31,

I understand that you will not have the opportunity to try the recommendations I provided. Rest assured, we will proceed with an investigation based on all the information shared thus far. I will provide you with an update at the earliest possible convenience.

Best regards,

Jed G.

Intel Customer Support Technician