6 Replies Latest reply on May 12, 2016 4:49 PM by Intel Corporation

    why do I get the error that my graphics display has blocked my game.  Intel graphics 4600

    mgerwig

      I get repeated errors saying that my graphics display has blocked me game and I get kicked out.  Can anybody tell me how to fix this.

        • 1. Re: why do I get the error that my graphics display has blocked my game.  Intel graphics 4600
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello, mgerwig:

          I am sorry to hear this is not working so well for you.


          I would like to gather some information from your system in order to further assist you on this.


          First, please download and run the utility in the following link and attach the report in your answer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility


          I would like to know, what is the game that this is happening with?


          Additionally, it would be great to have the information requested here: https://communities.intel.com/thread/77761


          I look forward to hearing from you.


          Regards,
          Esteban C

          • 2. Re: why do I get the error that my graphics display has blocked my game.  Intel graphics 4600
            mgerwig

            Regarding the information you requested:
            I am playing Toontown Rewritten and the issue occurs 3 or 4 times each time I play.
            I ran the utility as requested and this is the info:

            Category

            Questions

            Answers (N/A if not applicable)

            Description

            Provide a detailed description of the issue

              Graphics blocks game

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

            It happens 3 or 4 times each time I play

            Hardware (HW)

            Brand and Model of the system.

              HP Envy

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

              Intel and NV

            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)

              Laptop

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

              See utility report below

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

              NA

            Hardware Stepping (see note1 below).

             

            Software (SW)

            Operating System version (see note2 below).

              Windows 10

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

             

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

             

            SW or Apps version used to replicate the issue.

             

            Configurations

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

             

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

             

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

              ac

            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. Sign on to ToonTown Rewritten
            2. Start playing
            3. After a little while error or graphics blocked game occurs


            ...


            Operating System:    Microsoft Windows 10 Home(10.0.10586 Build 10586)
            Physical Memory (Installed):    8 GB
            Processor  :    Intel(R) Core(TM) i7-4700MQ CPU @ 2.40GHz
            System Type:    x64-based PC
            Display Adapter(s):    Intel(R) HD Graphics 4600    10.18.15.4248
                 NVIDIA GeForce GT 740M             10.18.13.6451
            System Manufacturer:    Hewlett-Packard
            System Model:    1966
            Network Adapter(s):    Bluetooth Device (Personal Area Network)    10.0.10586.0
                 Intel(R) Wireless-N 7260    18.32.0.5
                 Realtek PCIe GBE Family Controller    8.19.726.2013
                 TAP-Windows Adapter V9    9.0.0.21
            Disk(s):    HTS541075A9E68    532.07 GB (available)    10.0.10586.0
                 AXM21S3-24GM-B     0.0 bytes (available)    10.0.10586.0
                 HGST HTS541075A9E680    205.52 GB (available)    10.0.10586.0

            Note1:

            1. Go to “Device Manager”. Double click on “Display adapters”, right click on “Intel(R) HD Graphics…” and select “Properties”, select “Details” tab, select “Hardware Ids” in Property drop-down box.  Capture this info (save as screenshot) and include as an attachment in the Intel Community Forum posting.

             

            NOTE2:

                 Please follow these instructions below to collect info for the 3 areas. This greatly helps engineering with replicating the issue and investigating and is a requirement from them.


            Intel SSU (System Support Utility): (Note - This is a new Intel tool that will eventually incorporate gathering all the data needed in one click. Targeting end of year to be fully featured. Until then, please provide the DxDiag and DispDiag as well)

            Download Intel® System Support Utility

            1. Download the utility
            2. Run the exe and select 'Scan'
            3. Save and include as an attachment int he Intel Community Forum

             

            DxDiag Instructions:  Done and attached

            System Information

            ------------------

                  Time of this report: 4/19/2016, 01:23:14

                         Machine name: MARIANN2014

                     Operating System: Windows 10 Home 64-bit (10.0, Build 10586) (10586.th2_release_sec.160328-1908)

                             Language: English (Regional Setting: English)

                  System Manufacturer: Hewlett-Packard

                         System Model: HP ENVY 17 Notebook PC

                                 BIOS: F.65

                            Processor: Intel(R) Core(TM) i7-4700MQ CPU @ 2.40GHz (8 CPUs), ~2.4GHz

                               Memory: 8192MB RAM

                  Available OS Memory: 8124MB RAM

                            Page File: 4950MB used, 4453MB available

                          Windows Dir: C:\WINDOWS

                      DirectX Version: 12

                  DX Setup Parameters: Not found

                     User DPI Setting: 120 DPI (125 percent)

                   System DPI Setting: 96 DPI (100 percent)

                      DWM DPI Scaling: Disabled

                             Miracast: Available, with HDCP

            Microsoft Graphics Hybrid: Supported

                       DxDiag Version: 10.00.10586.0000 64bit Unicode

             

            ------------

            DxDiag Notes

            ------------

                  Display Tab 1: No problems found.

                  Display Tab 2: No problems found.

                    Sound Tab 1: No problems found.

                    Sound Tab 2: No problems found.

                      Input Tab: No problems found.

             

            1. Click on the “Start Menu” -> Type “DxDiare
            2. g” -> Press “Enter” -> Wait for the DirectX Diagnostic Tool to finish loading
            3. In the DirectX Diagnostic Tool, click “Save All Information” -> Save the file DxDiag.txt
            4. Include DxDiag.txt as an attachment in the Intel Community Forum

             

            DispDiag Instructions: Done and could not attach or copy report

             

            1. Click on the “Start Menu” -> Type “cmd” -> Then a command shell window will open
            2. In the command shell, type “dispdiag -out %homepath%\Desktop\DispDiag-Intel-Issue.dat” -> The command shell will output something similar to “Dump File: C:\Users\[username]\DispDiag-########-######-#####-#####.dat”
            3. Locate the .dat file on your desktop and include DispDiag-Intel-Issue.dat in the Intel Community Forum

             

            • 3. Re: why do I get the error that my graphics display has blocked my game.  Intel graphics 4600
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello, mgerwig:

              Thank you for the information provided.

              Let me perform some tests on my end an I will let you know my outcome.

              Regards,
              Esteban C
               

              • 4. Re: why do I get the error that my graphics display has blocked my game.  Intel graphics 4600
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                mgerwig:

                I am still performing the tests on this, I will keep you posted.

                Regards,
                Esteban C

                • 5. Re: why do I get the error that my graphics display has blocked my game.  Intel graphics 4600
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  I went ahead and downloaded the game and played the first mission, I was not able to get the issue replicated, meaning that the game ran ok for the time I was playing.

                   


                  Attached you can find the dxdiag report for the device used to perform the tests and some
                  screenshots as well.

                   


                  My recommendation will be to install the latest graphics drivers from your OEM and test the behavior of your system.

                   


                  Before doing this you can do the following:

                   


                  1. Access the device manager (windows key + x and look for device manager).
                  2. Look for display adapters, double click on it and look for Intel® HD Graphics 4600
                  3. Right-click on it and select properties.
                  4. Go to driver tab and uninstall the driver, making sure you select "Delete driver software for this device"
                  5. Restart your system and install the OEM drivers.

                   


                  Another option will be to reinstall the game, some corruption could have been present while installing it the first time.

                   


                  There are different models for the HP Envy 17, for that reason I was not able to find the specific drivers to be used, please go ahead and download the correct drivers from http://support.hp.com/us-en

                   


                  You should be able to see the correct model in msinfo32 report (search for "msinfor32 and click on "System information")

                   


                  If the problem persists, you can test the behavior of your system with the generic drivers: https://downloadcenter.intel.com/download/25951/Intel-Graphics-Driver-for-Windows-10-15-40-4th-Gen-?product=81496

                   


                  System information from device used on the tests (nearest configuration available):

                   


                  System Model: Dell XPS 15 9530
                  Processor: Intel(R) Core(TM) i7-4702HQ
                  Memory: 16384MB RAM
                  DirectX Version: 12
                  Operating System: Windows 10 Home 64-bit
                  Card name: Intel(R) HD Graphics 4600
                  Driver Version: 20.19.15.4380 (earlier than provided above)
                  Card name: NVIDIA GeForce GT 750M
                  Display Memory: 10135 MB
                  Driver Version: 10.18.13.6472

                   

                  in game 1.pngin game 2.png

                  in game 3.png
                  If you are still not able to get this to work properly after following the troubleshooting above, my recommendation will be to contact the manufacturer of your device as well as the developers of the game for possible troubleshooting available from their end.

                   


                  Finally, if any additional questions or inquiries are present, feel free to contact us back.

                   


                  Regards,
                  Esteban C

                  • 6. Re: why do I get the error that my graphics display has blocked my game.  Intel graphics 4600
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello, mgerwig:

                    I was checking this thread and I would like to know if the problem has been solved in your system.

                    I look forward to hearing from you.

                    Regards,
                    Esteban C