i receive 0xC00000E5 error at Intel Iris plus graphics

luiEn · ‎09-28-2024

Earl_Intel · ‎10-01-2024

Hello LuiEn,

Thank you for posting in the community!

To better understand the issue, can you provide the information needed below:

When did the issue start?
have you tried performing a clean installation of the graphics drivers?
What graphics driver are you currently using?

Best regards,

Earl E.

Intel Customer Support Technician.

luiEn · ‎10-02-2024

Thank you for your attention!

When did the issue start?
This problem has been going on for almost a year and it usually happens every time I want to make a transmission either through OBS or Discord, every time I do it it gives me a time between 4 or 8 hours before my computer gives me a blue screen but over time little by little this number of hours was decreasing...
And that was when I already did a memory check and cleaning operation, I even formatted my Windows drive (in order to return to my old drivers recently) and there was no change regarding the "kernel pnp 411" error
have you tried performing a clean installation of the graphics drivers?
Explain that process to me better because it seems that I already tried installing the "Intel® Graphics: Windows DCH drivers" driver with this tutorial https://www.intel.la/content/www/xl/es/support/articles/000056629/graphics.html (I did it because previously I got the OEM warning) and I have not seen changes with the error seen in the image.
What graphics driver are you currently using?
I'm using "Intel® Iris® Plus Graphics" if that's what you're referring to, or so that it's not so difficult, my processor is: Intel® Core™ i7-1065G7 CPU @ 1.30GHz and in my Intel graphics command center it tells me that the "graphics driver" version is 31.0.101.2114 (I don't know if that has any influence but it's there)

Earl_Intel · ‎10-07-2024

Hi luiEn,

Thank you for sharing this useful information with us.

You can try performing clean installation first for us to better isolate the issue.

You can refer to the steps on this link: How to Use the Display Driver Uninstaller (DDU) to Uninstall an... (intel.com)

You can install the latest graphics driver on this link: Intel® Arc™ & Iris® Xe Graphics - Windows*

Let us know if there will be changes on the issue.

Best regards,

Earl E.

Intel Customer Support Technician.

luiEn · ‎10-08-2024

Thanks for the explanation of cleaning drivers, I didn't know about this procedure. I already did it.

Now I have a problem, the driver you shared with me didn't work, I get error code 8 when installing it.

Update:
I just installed each of the 2 drivers that my processor recommends "Intel® 7th-10th Gen Processor Graphics - Windows*"

and basically the error persists

Update 2:

Investigating, I checked that my drivers in the details section have the name DCH and based on solutions that I saw on the internet I found that having these letters meant that I needed to install this driver (link) and I tried it but I kept getting the message that the "device did not start"

On the other hand, I also get "device not initialized (BasicDisplay)" in the second image. Does that mean something? Is it serious?

This raises a question for me: is it common for this description of "Device not initialized" to appear? Does it happen often with other drivers?

Earl_Intel · ‎10-13-2024

Hi luiEn,

Thank you for providing this update with us, no worries, I will coordinate this issue to our technical for further investigation.

Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have:

Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.

Best regards,

Earl E.

Intel Customer Support Technician.

luiEn · ‎10-14-2024

Thanks again for your attention
I already sent you the file:

Earl_Intel · ‎10-20-2024

Hi luiEn,

Thanks for providing the SSU logs, I will now forward this to our team for further checking.

I will provide an update on this thread as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician.

Earl_Intel · ‎10-24-2024

Hi luiEn,

Thank you for patiently waiting on us, I was able to get an update within our technical team.

You issue is still under investigation, and we will need additional information from you to better understand the issue.

1. When installing the latest driver from the Intel® 7th-10th Gen Processor Graphics - Windows*, does the error in the event viewer remain the same, or is there a new error when installing this driver?

2. What error message is the customer receiving when installing the Intel® 7th-10th Gen Processor Graphics - Windows* driver?

3. Is there any error message displayed in the Device Manager under Display adapter > Intel Iris Plus graphics > General tab > Device status?

4. What is the BSOD error message the customer is encountering?

5. Could you please share the event viewer logs for further review?

6. Has the customer contacted HP for support?

For further troubleshooting, please try the following steps:

1. Install the latest graphics driver from HP, version 31.0.101.4314, as it is custom-made for the customer's computer.

2. If the issue persists, install version 31.0.101.2130 from our website.

Link of the HP drivers: https://support.hp.com/my-en/drivers/hp-250-g8-notebook-pc/38151396

Best regards,

Earl E.

Intel Customer Support Technician.

luiEn · ‎11-03-2024

Sorry for the delay, I was busy

I already installed the driver mentioned and the error is this:

The device PCI\VEN_8086&DEV_8A52&SUBSYS_85F4103C&REV_07\3&11583659&0&10 had a problem starting.

Driver name: oem11.inf
Class GUID: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower filters:
Upper filters:
Problem: 0x0
Problem status: 0xC00000E5

but when installing the other intel 6a-10a driver before this one, the error had a different name:

The device PCI\VEN_8086&DEV_8A52&SUBSYS_85F4103C&REV_07\3&11583659&0&10 had a problem starting.

Driver name: oem184.inf
Class GUID: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower filters:
Upper filters:
Problem: 0x0
Problem status: 0xC00000E5

2. The error message is this one previously stated:

The device PCI\VEN_8086&DEV_8A52&SUBSYS_85F4103C&REV_07\3&11583659&0&10 had a problem starting.

Driver name: oem11.inf
Class GUID: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower filters:
Upper filters:
Problem: 0x0
Problem status: 0xC00000E5

3. No, it says "the device is working correctly"

4. I don't have a current screenshot of the BSOD error but I have a screenshot before I formatted my laptop and the error was code d1:

5.
Log name: Microsoft-Windows-Kernel-PnP/Configuration
Source: Microsoft-Windows-Kernel-PnP
Date: 10/25/2024 05:18:09 PM
Event ID:411
Task Category:None
Level:Error
Keywords:
User: SYSTEM
Computer: DESKTOP-KTUO128
Description:
The device PCI\VEN_8086&DEV_8A52&SUBSYS_85F4103C&REV_07\3&11583659&0&10 had a problem starting.

Driver Name: oem11.inf
Class GUID: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower Filters:
Upper Filters:
Problem: 0x0
Problem Status: 0xC00000E5
Event XML:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9c205a39-1250-487d-abd7-e831c6290539}" />

<Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>

<Computer>DESKTOP-KTUO128</Computer>

</System>

<Data Name="DeviceInstanceId">PCI\VEN_8086&DEV_8A52&SUBSYS_85F4103C&REV_07\3&11583659&0&10</Data>

<Data Name="ServiceName">igfxn</Data>

</Data>

</Data>

I suppose it will be this one, or how do I share it?

6. I have everything updated with respect to HP, I don't know why I would ask for assistance.

And finally, I have already installed the drivers mentioned above

Earl_Intel · ‎10-29-2024

Hi luiEn,

I wanted to check if you had the chance to review the 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,

Earl E.

Intel Customer Support Technician.

Earl_Intel · ‎11-07-2024

Hi luiEn,

Thank you for sharing this update with us, I will convey this information with my team for further checking.

I'll provide an update on this thread as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician

Earl_Intel · ‎11-13-2024

Hi LuiEn,

Since you already tried downloading our Generic drivers, may I know if you already tried downloading your OEM drivers? If not, try to download it on this link to try and isolate if the issue is on our Generic drivers or OEM drivers.

Driver link: HP 250 G8 Notebook PC Software and Driver Details

Source link: HP 250 G8 Notebook PC Software and Driver Downloads | HP® Support

Does the error message only appears when using OBR and Discord?

Have you tried performing PC reset?

The reason why we advised you to contact HP is because your device is an OEM device, also known as Original Equipment Manufacturer. We will try to assist you with general troubleshooting steps even if it's something not traditionally covered in our support. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

Best regards,

Earl E.

Intel Customer Support Technician

luiEn · ‎11-23-2024

Sorry for not answering before but I was busy all these days trying to solve this problem and I have news

These days I have been trying to make live broadcasts to check if I get the blue screen again but it seems that this problem no longer occurs, that is, I can make transmissions normally, it could have been the formatting that helped solve this, on the other hand the errors in the event viewer are still there

Now answering your question

Yes, I already tried to download the OEM drivers and something that happened was when I installed it that I then had to update it from the HP assistant to the new version (version that I already had before) and also something that is happening in the link that you sent me and that I think does not happen in other HP driver links is that the download options do not appear on my product page, it could be an error on the page or something else, attached image

Does the error message only appears when using OBR and Discord?

Yes, but apparently after formatting, the blue screen no longer appears.

Have you tried performing PC reset?

I have done it many times.

Now looking at the HP assistant, it turns out that my device is not OEM, I've already checked, am I right?

Earl_Intel · ‎11-18-2024

Hi LuiEn,

I wanted to check if you had the chance to review the 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,

Earl E.

Intel Customer Support Technician.

Earl_Intel · ‎11-20-2024

Hi LuiEn,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Earl E.

Intel Customer Support Technician