11 Replies Latest reply on Aug 18, 2016 11:21 AM by Intel Corporation

    Recent HD6000 drivers periodically make Windows unresponsive

    Michael_LeMay_-_Intel

      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")

      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 (see note2 below).
      LFP
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      EFP - Dell ST2420L connected via HDMI through Yamaha RX-V465 AV receiver.

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

      16GiB

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

      HDMI

      Hardware Stepping (see note1 below).

      09

      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”.

      I couldn't find this.

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

      20.19.15.4454

      SW or Apps version used to replicate the issue.

      N/A

      Configurations

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

      single

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

      1920x1080 59Hz

      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. This issue occurs periodically regardless of what programs I run or how I use the system.

      ...

        • 1. Re: Recent HD6000 drivers periodically make Windows unresponsive
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          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
           
          Let me know how it works.
           
          Regards,
          Mike C

          • 2. Re: Recent HD6000 drivers periodically make Windows unresponsive
            Michael_LeMay_-_Intel

            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?

            • 3. Re: Recent HD6000 drivers periodically make Windows unresponsive
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              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
               

              • 4. Re: Recent HD6000 drivers periodically make Windows unresponsive
                Michael_LeMay_-_Intel

                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
                Page 1c0 not present in the dump file. Type ".hh dbgerr004" for details
                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
                Page 1c0 not present in the dump file. Type ".hh dbgerr004" for 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_SHA1_HASH_MOD:  e313b757d085c6b771a83982a070fe9be211b7c9
                
                
                FOLLOWUP_IP: 
                igdkmd64+83f94
                fffff800`3fb93f94 8b0506756e00    mov     eax,dword ptr [igdkmd64+0x76b4a0 (fffff800`4027b4a0)]
                
                
                FAULT_INSTR_CODE:  7506058b
                
                
                SYMBOL_STACK_INDEX:  2
                
                
                SYMBOL_NAME:  igdkmd64+83f94
                
                
                FOLLOWUP_NAME:  MachineOwner
                
                
                MODULE_NAME: igdkmd64
                
                
                IMAGE_NAME:  igdkmd64.sys
                
                
                DEBUG_FLR_IMAGE_TIMESTAMP:  564cd15d
                
                
                BUCKET_ID_FUNC_OFFSET:  83f94
                
                
                FAILURE_BUCKET_ID:  0x19_20_igdkmd64!Unknown_Function
                
                
                BUCKET_ID:  0x19_20_igdkmd64!Unknown_Function
                
                
                PRIMARY_PROBLEM_CLASS:  0x19_20_igdkmd64!Unknown_Function
                
                
                TARGET_TIME:  2016-08-02T02:32:06.000Z
                
                
                OSBUILD:  10586
                
                
                OSSERVICEPACK:  0
                
                
                SERVICEPACK_NUMBER: 0
                
                
                OS_REVISION: 0
                
                
                SUITE_MASK:  272
                
                
                PRODUCT_TYPE:  1
                
                
                OSPLATFORM_TYPE:  x64
                
                
                OSNAME:  Windows 10
                
                
                OSEDITION:  Windows 10 WinNt TerminalServer SingleUserTS
                
                
                OS_LOCALE:  
                
                
                USER_LCID:  0
                
                
                OSBUILD_TIMESTAMP:  2016-06-30 20:26:45
                
                
                BUILDDATESTAMP_STR:  160630-1736
                
                
                BUILDLAB_STR:  th2_release_sec
                
                
                BUILDOSVER_STR:  10.0.10586.494.amd64fre.th2_release_sec.160630-1736
                
                
                ANALYSIS_SESSION_ELAPSED_TIME: 14a0
                
                
                ANALYSIS_SOURCE:  KM
                
                
                FAILURE_ID_HASH_STRING:  km:0x19_20_igdkmd64!unknown_function
                
                
                FAILURE_ID_HASH:  {6879bfc5-152c-0b4a-32cb-e251aa56de65}
                
                
                Followup:     MachineOwner
                ---------
                

                 

                I'll run those other tests that you requested and let you know how it goes.

                • 5. Re: Recent HD6000 drivers periodically make Windows unresponsive
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  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

                  • 6. Re: Recent HD6000 drivers periodically make Windows unresponsive
                    Michael_LeMay_-_Intel

                    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.

                    • 7. Re: Recent HD6000 drivers periodically make Windows unresponsive
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hi Michael,
                       
                      Thank you for your feedback. I will be waiting the results with the BIOS changes.
                       
                      Regards,
                      Mike C
                       

                      • 8. Re: Recent HD6000 drivers periodically make Windows unresponsive
                        Michael_LeMay_-_Intel

                        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

                        • 9. Re: Recent HD6000 drivers periodically make Windows unresponsive
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          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

                          • 10. Re: Recent HD6000 drivers periodically make Windows unresponsive
                            Michael_LeMay_-_Intel

                            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

                            • 11. Re: Recent HD6000 drivers periodically make Windows unresponsive
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              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