13 Replies Latest reply on May 10, 2016 7:40 AM by Intel Corporation

    Intel HD 530 crash with specific application

    PulseR

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      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

      The company I work for develops a CAD designing application for the embroidery industry called Tajima DG15 by Pulse. This 64-bit program has been available for many years. We recently discovered that the Intel HD 530 graphics driver will crash after working in DG15 for only a few seconds. We don’t have this issue with other Intel or non-Intel display adapters. The computer is a DELL XPS 9550 laptop. I have updated all drivers and BIOS for this computer. I tried the latest Intel HD 530 beta drivers (Version: Beta 15.40.20.4404) and still experience the crash. We appreciate any help you can give us to solve this issue. Thanks.

      Does it fail every single time, or only sometimes?
      If you can offer a % rate please do.

        Every time.

      Hardware (HW)

      Brand and Model of the system.

      DELL XPS 9550

      Hybrid or switchable graphics system?
      ie Does it have AMD or NV graphics too?

      Switchable. Laptop also has NVIDIA GeForce GTX 960M adapter.

      Make and model of any Displays that are used to see the issue (see note2 below).
      LFP
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      LFP

      How much memory [RAM] in the system (see note2 below).

      16 GB

      Provide any other hardware needed to replicate the issue.
      ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

      USB security dongle is required to run DG15 software.

      Hardware Stepping (see note1 below).

      PCI\VEN_8086&DEV_191B&SUBSYS_06E41028&REV_06

      PCI\VEN_8086&DEV_191B&SUBSYS_06E41028

      PCI\VEN_8086&DEV_191B&CC_030000

      PCI\VEN_8086&DEV_191B&CC_0300

      Software (SW)

      Operating System version (see note2 below).

      Windows 10 Pro (version 1511. Build 10586.218)

      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

      Vendor ID: 8086

      Device ID: 191B

      Device Revision: 06

      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

      Intel HD 530: 20.19.15.4390

      NVIDIA GeForce GTX 960M: 10.18.13.6472

      SW or Apps version used to replicate the issue.

      Tajima DG15 by Pulse version 15.1.22.6249

      Configurations

      Single display, clone, or extended (see note2 below).

      Single display

      Display resolution & refresh rate setting of each display (see note2 below).

      1920x1080 60Hz

      AC or DC mode, i.e. is power cable plugged in or not?

      Power is plugged in.

      How to repro

      Please provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
      A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

      1. Launch Tajima DG15 by Pulse software.
      2. Start a new design.
      3. Move the cursor on the screen for about 5 seconds.
      4. Screen goes blank. Screen reappears with message that "Display driver stopped responding and has recovered".
      5. Repeating step 3 will cause another crash.