Recent HD6000 drivers periodically make Windows unresponsive

Michael_L_Intel · ‎07-28-2016

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

After the system has been running for some time, the graphics driver causes it to slow down so much that the mouse is very slow and jerky, and keyboard input is super-slow. The system essentially becomes non-responsive so I have to hard reboot it by holding down the power button. This typically happens after the system has been running overnight. This problem only happens with recent graphics drivers including 4454 and 4474 beta. It does not occur with 4331, although that one periodically causes BSODs. I ran the processor diagnostic tool for a long time, and it did not detect any problems. I have sleep mode disabled, but I have the display configured to turn off after 1/2 hour. The problem manifests itself at the lock screen after I wake up the display.

Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")<p>

Always (100%): X

Often (51-99%):

Sporadic (20-50%):

Very Sporadic (<20%):

Hardware (HW)

Brand and Model of the system.

Intel NUC5i5RYH

Hybrid or switchable graphics system?

ie Does it have AMD or NV graphics too?

No

Make and model of any Displays that are used to see the issue <strong style="font-style: inherit; font-size: 13.3333px; font-family: intel-clear, arial, helvetica, 'helvetica neue', ve...

idata · ‎08-01-2016

Hi Michael,

I recommend you to uninstall and delete the current graphics driver from device manager then, use the original Windows10 DVD and run the repair OS option. Finally, download and install the graphics driver 4464 using the zip file.

https://downloadcenter.intel.com/download/26078/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=86211 https://downloadcenter.intel.com/download/26078/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=86211

Let me know how it works.

Regards,

Mike C

Michael_L_Intel · ‎08-02-2016

Hi Mike,

I actually did just reset my PC when diagnosing this, which is how I narrowed it down to this range of driver versions. I've already tried drivers both older and newer than the one you recommended, and they cause the same issue, so do you really think one in the middle might improve things? Even if it did, wouldn't the issue just come back again when I upgrade in the future to a new driver version?

idata · ‎08-03-2016

Hi Michael,

I have tested our NUC and no performance issues were presented.

According to the behavior that you are getting; let see if the following workaround improve system performance.

Go to BIOS>Cooling tab and change Fan control mode to Cool. Additionally, let me know if you get the issue if you connect the NUC to the TV.

Mike C

Michael_L_Intel · ‎08-04-2016

Hi Mike,

Thanks for running those tests. I installed v.4463 from that link you sent me above in preparation for running the additional tests that you requested, but I haven't made any BIOS or display connectivity changes yet. However, that version just crashed, and I pasted the output from analyzing the crashdump in WinDbg below:

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 19, {20, ffffe0010f1e5410, ffffe0010f1e5500, 40f0017}

*** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys

Page 1c0 not present in the dump file. Type ".hh dbgerr004" for details

Probably caused by : igdkmd64.sys ( igdkmd64+83f94 )

Followup: MachineOwner

---------

0: kd> !analyze -v

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

BAD_POOL_HEADER (19)

The pool is already corrupt at the time of the current request.

This may or may not be due to the caller.

The internal pool links must be walked to figure out a possible cause of

the problem, and then special pool applied to the suspect tags or the driver

verifier to a suspect driver.

Arguments:

Arg1: 0000000000000020, a pool block header size is corrupt.

Arg2: ffffe0010f1e5410, The pool entry we were looking for within the page.

Arg3: ffffe0010f1e5500, The next pool entry.

Arg4: 00000000040f0017, (reserved)

Debugging Details:

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

Page 1c0 not present in the dump file. Type ".hh dbgerr004" for details

DUMP_CLASS: 1

DUMP_QUALIFIER: 401

BUILD_VERSION_STRING: 10586.494.amd64fre.th2_release_sec.160630-1736

SYSTEM_MANUFACTURER:

SYSTEM_PRODUCT_NAME:

SYSTEM_SKU:

SYSTEM_VERSION:

BIOS_VENDOR: Intel Corporation

BIOS_VERSION: RYBDWi35.86A.0358.2016.0606.1423

BIOS_DATE: 06/06/2016

BASEBOARD_MANUFACTURER: Intel Corporation

BASEBOARD_PRODUCT: NUC5i5RYB

BASEBOARD_VERSION: H40999-502

DUMP_TYPE: 1

BUGCHECK_P1: 20

BUGCHECK_P2: ffffe0010f1e5410

BUGCHECK_P3: ffffe0010f1e5500

BUGCHECK_P4: 40f0017

BUGCHECK_STR: 0x19_20

POOL_ADDRESS: ffffe0010f1e5410 Nonpaged pool

CPU_COUNT: 4

CPU_MHZ: 63c

CPU_VENDOR: GenuineIntel

CPU_FAMILY: 6

CPU_MODEL: 3d

CPU_STEPPING: 4

CPU_MICROCODE: 6,3d,4,0 (F,M,S,R) SIG: 21'00000000 (cache) 21'00000000 (init)

DEFAULT_BUCKET_ID: WIN8_DRIVER_FAULT

PROCESS_NAME: igfxTray.exe

CURRENT_IRQL: 0

ANALYSIS_SESSION_HOST: SUNNY

ANALYSIS_SESSION_TIME: 08-04-2016 20:48:36.0618

ANALYSIS_VERSION: 10.0.10586.567 amd64fre

LAST_CONTROL_TRANSFER: from fffff80375c46ddf to fffff80375b57940

STACK_TEXT:

ffffd000`2258f0b8 fffff803`75c46ddf : 00000000`00000019 00000000`00000020 ffffe001`0f1e5410 ffffe001`0f1e5500 : nt!KeBugCheckEx

ffffd000`2258f0c0 fffff800`3fb93f94 : 00000000`00000002 ffffe001`0cfca000 ffffc002`2de3b370 ffffd000`404d4d44 : nt!ExAllocatePoolWithTag+0x10ff

ffffd000`2258f1a0 fffff800`3fb7c671 : 00000000`00000000 ffffd000`2258f310 ffffe001`0f1e5420 00000000`00000000 : igdkmd64+0x83f94

ffffd000`2258f210 fffff800`3fbe81e6 : 00000000`00000000 ffffe001`0e3f6000 ffffc002`2de3b561 ffffe001`00000000 : igdkmd64+0x6c671

ffffd000`2258f490 fffff800`3fb4703d : ffffd000`2258f758 fffff800`400ca048 fffff800`4027b420 ffffc002`2de3b360 : igdkmd64+0xd81e6

ffffd000`2258f4d0 fffff800`3fb46ef7 : ffffe001`0f4c5080 ffffe001`0e3f6010 ffffe001`0cfca000 ffffe001`0f4c5400 : igdkmd64+0x3703d

ffffd000`2258f550 fffff800`3ea743a6 : ffffd000`2258fad0 ffffe001`0f4c5080 00000000`00000000 ffffe001`0e3f6010 : igdkmd64+0x36ef7

ffffd000`2258f5e0 fffff800`3e9eafda : 00000000`00000000 ffffd000`2258fb80 ffffd000`2258fad0 ffffc002`2de3b360 : dxgkrnl!DXGADAPTER::DdiEscape+0xde

ffffd000`2258f620 fffff961`f0dfce49 : 00007ff8`00000090 ffffe001`0f4c5080 00000000`00000000 00000000`00000000 : dxgkrnl!DxgkEscape+0xc0a

ffffd000`2258fab0 fffff803`75b621a3 : ffffe001`0f4c5080 000001f5`1204db60 ffffe001`0f4c5080 ffffd000`2258fb80 : win32kbase!NtGdiDdDDIEscape+0x49

ffffd000`2258fb00 00007ff8`6bca45a4 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x13

000000f1`0c0fdc98 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x00007ff8`6bca45a4

STACK_COMMAND: kb

THREAD_SHA1_HASH_MOD_FUNC: 0f0e06ce3f8025f6ad95e333f70b2f924ea19560

THREAD_SHA1_HASH_MOD_FUNC_OFFSET: 5cd6b3cb620ac02bdabe5dfcf3cdc98f65c7e8a5

THREAD_...

idata · ‎08-05-2016

Hi Michael,

It is not a common issue, as a workaround run Windows 10 update then, restart the system and try to install the graphics driver using the manual option.

1-Download the zip file of the driver from downloadcenter, unzip and keep file in the desktop.

2-Turn Internet connection off

3-Go to device manager>Display Adapter, right click Intel HD graphics and select uninstall driver (check delete box)

4-Restart the computer

5-Go to device manager>Display Adapter, right click over Microsoft generic driver select Update driver, browse search for graphics folder at desktop (step 1)

6-Restart system and review graphics driver version installed from device manager or Graphics control Panel.

Regards,Mike C

Michael_L_Intel · ‎08-05-2016

I actually had no problem installing v.4463. The crash occurred after the system had been running for awhile with that version of the driver.

idata · ‎08-08-2016

Hi Michael,

Thank you for your feedback. I will be waiting the results with the BIOS changes.

Regards,

Mike C

Michael_L_Intel · ‎08-09-2016

Hi Mike,

I actually haven't seen the sort of freeze that I described in the first message of this thread since my machine upgraded to Windows 10 Anniversary Edition, even though I'm still using the original BIOS settings. I'm going to try updating the driver to one of the versions where I originally observed the freeze, specifically v.4474 beta, to see if it comes back. I'll let you know how that goes.

Regardless, are you going to report that crash dump I posted above to the engineering team?

Thanks,

Michael

idata · ‎08-10-2016

Hi Michael,

Intel is already testing how Windows 10 update is working with the existing NUC models with latest drivers. I am going to verify with my upper manager if this NUC is already under investigation.

Regards,

Mike C

Michael_L_Intel · ‎08-17-2016

I've been running v.4474 for several days now and the issue described in the original post has not recurred. So, installing the recent Windows 10 update may have resolved the issue. However, I did also disable the Intel graphics tray icon, since that sometimes caused the crash described in the dump above, and I disabled hotkeys, profiles warning messages, profiles automatic triggers, and the on-screen keyboard. So, there is a chance that changing one of those settings is what actually resolved the issue. Regardless, I now seem to have a configuration that works for me.

Thank you for your help.

Best regards,

Michael

idata · ‎08-18-2016

Hi Michael,

Thank you for your feedback. I am glad your system is working properly now. I have passed your results to my supervisor.

Regards,

Mike C