4 Replies Latest reply on May 31, 2016 1:26 PM by Intel Corporation

    I can't play WOW because the access to graphics hardware has been crashed, My laptop is new, it has Windows 10, RAM 4GB, HDD 1TB. Intel Core i5. What can I do?

    Naev

      Hi, so time ago I can't play my game because when I try to log in a error appear :The graphics hardware has been crashed. I attached the DxDiag information. Thank you so much for your help. (sorry my english)

        • 1. Re: I can't play WOW because the access to graphics hardware has been crashed, My laptop is new, it has Windows 10, RAM 4GB, HDD 1TB. Intel Core i5. What can I do?
          Ronin

          Hi Naev

           

          Maybe you could provide the manufacturer and the model of your laptop ?

          DxDiag is not attached ...

          • 2. Re: I can't play WOW because the access to graphics hardware has been crashed, My laptop is new, it has Windows 10, RAM 4GB, HDD 1TB. Intel Core i5. What can I do?
            Naev

            Offourse! It's a HP Notebook-14-ac1431a, model P0E33LA- Thank you so much.

            DxDiag

            "System Information

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

            Time of this report: 5/28/2016, 00:37:53

            Machine name: CAMILA

            Operating System: Windows 10 Home Single Language 64-bit (10.0, Build 10240) (10240.th1.150729-1800)

            Language: Spanish (Regional Setting: Spanish)

            System Manufacturer: HP

            System Model: HP Notebook

            BIOS: F.1A

            Processor: Intel(R) Core(TM) i5-6200U CPU @ 2.30GHz (4 CPUs), ~2.4GHz

            Memory: 4096MB RAM

            Available OS Memory: 4018MB RAM

            Page File: 2437MB used, 2285MB available

            Windows Dir: C:\Windows

            DirectX Version: 12

            DX Setup Parameters: Not found

            User DPI Setting: Using System DPI

            System DPI Setting: 96 DPI (100 percent)

            DWM DPI Scaling: Disabled

            Miracast: Available, with HDCP

            Microsoft Graphics Hybrid: Not Supported

            DxDiag Version: 10.00.10240.16384 64bit Unicode

             

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

            DxDiag Notes

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

            Display Tab 1: No problems found.

            Sound Tab 1: No problems found.

            Input Tab: No problems found.

             

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

            DirectX Debug Levels

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

            Direct3D: 0/4 (retail)

            DirectDraw: 0/4 (retail)

            DirectInput: 0/5 (retail)

            DirectMusic: 0/5 (retail)

            DirectPlay: 0/9 (retail)

            DirectSound: 0/5 (retail)

            DirectShow: 0/6 (retail)

             

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

            Display Devices

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

            Card name: Intel(R) HD Graphics 520

            Manufacturer: Intel Corporation

            Chip type: Intel(R) HD Graphics Family

            DAC type: Internal

            Device Type: Full Device

            Device Key: Enum\PCI\VEN_8086&DEV_1916&SUBSYS_8131103C&REV_07

            Display Memory: 2137 MB

            Dedicated Memory: 128 MB

            Shared Memory: 2009 MB

            Current Mode: 1366 x 768 (32 bit) (60Hz)

            Monitor Name: Generic PnP Monitor

            Monitor Model: unknown

            Monitor Id: AUO323C

            Native Mode: 1366 x 768(p) (60.060Hz)

            Output Type: Internal

            Driver Name: igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll,igdumdim32,igd10iumd32,igd10iumd32,igd12umd32

            Driver File Version: 20.19.0015.4360 (English)

            Driver Version: 20.19.15.4360

            DDI Version: 12

            Feature Levels: 11.1,11.0,10.1,10.0,9.3,9.2,9.1

            Driver Model: WDDM 2.0

            Graphics Preemption: Triangle

            Compute Preemption: Thread

            Miracast: Supported

            Hybrid Graphics GPU: Integrated

            Power P-states: Not Supported

            Driver Attributes: Final Retail

            Driver Date/Size: 5/15/2016 17:34:40, 32710176 bytes

            WHQL Logo'd: Yes

            WHQL Date Stamp:

            Device Identifier: {D7B78E66-5A56-11CF-8462-3EA1BBC2D935}

            Vendor ID: 0x8086

            Device ID: 0x1916

            SubSys ID: 0x8131103C

            Revision ID: 0x0007

            Driver Strong Name: oem22.inf:5f63e534f36b7c6d:iSKLD_w10:20.19.15.4360:pci\ven_8086&dev_1916&subsys_8131103c

            Rank Of Driver: 00D10001

            Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_C ModeVC1_C

            DXVA2 Modes: DXVA2_ModeMPEG2_VLD DXVA2_ModeMPEG2_IDCT DXVA2_ModeVC1_D2010 DXVA2_ModeWMV9_IDCT DXVA2_ModeVC1_IDCT DXVA2_ModeH264_VLD_NoFGT DXVA2_ModeH264_VLD_Stereo_Progressive_NoFGT DXVA2_ModeH264_VLD_Stereo_NoFGT DXVA2_ModeH264_VLD_Multiview_NoFGT DXVA2_ModeHEVC_VLD_Main DXVA2_ModeHEVC_VLD_Main10

            Deinterlace Caps: {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

            {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

            {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

            D3D9 Overlay: Supported

            DXVA-HD: Supported

            DDraw Status: Enabled

            D3D Status: Enabled

            AGP Status: Enabled

             

            • 3. Re: I can't play WOW because the access to graphics hardware has been crashed, My laptop is new, it has Windows 10, RAM 4GB, HDD 1TB. Intel Core i5. What can I do?
              Ronin

              Hi Naev,

               

              Please uninstall the driver you have now.

              After you uninstall Intel Driver use this utility: Display Driver Uninstaller Download version 15.7.5.5

              Select Intel at Graphic Driver.

              Then click on Clean and DO NOT Restart.

              That will remove any leftovers from the old driver.

              And then Set Automatic Installation Driver to default. And after that restart.

               

              After that install the 64 bit driver from here: Download Intel® Beta Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40]

              This is a generic beta driver and it may not work correctly on your system.

              If you have some other problems you can also address to HP support page and see if they have other updated drivers and bios : HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

              • 4. Re: I can't play WOW because the access to graphics hardware has been crashed, My laptop is new, it has Windows 10, RAM 4GB, HDD 1TB. Intel Core i5. What can I do?
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hi Naev,
                 
                Follow Ronin suggestions (post 3), they will help you to install the latest generic graphics driver from our website.
                 
                Regards,
                Mike C