6 Replies Latest reply on May 30, 2017 5:03 PM by Intel Corporation

    Laptop users constantly getting igdkmd64.sys bsod during one specific game.

    tretyakvl

      There is a small number of laptop users who are constantly getting SYSTEM_SERVICE_EXCEPTION igdkmd64.sys or SYSTEM_THREAD_EXCEPTION_NOT_HANDLED igdkmd64.sys bsod only while playing Heroes of the Storm 2.0. Here are some topics with the same problem: BSODs - after the 2.0 patch - Heroes of the Storm Forums, BSOD (Blue Screen of Death) In a middle of a match - Heroes of the Storm Forums, Blue screen of death during gameplay - Heroes of the Storm Forums.

      I have tried different versions of Intel and Nvidia drivers. Also i'm sure that the game uses nvidia grapics and that bsods happens only while playing HOTS.

      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

      SYSTEM_SERVICE_EXCEPTION igdkmd64.sys or SYSTEM_THREAD_EXCEPTION_NOT_HANDLED igdkmd64.sys bsod only while playing Heroes of the Storm 2.0.

      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%):

      Often (51-99%):

      Sporadic (20-50%): X

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      Lenovo Y50-70

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

      Switchable graphics with NV graphics

      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).

      8 GB

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

       

      Hardware Stepping (see note1 below).

       

      Software (SW)

      Operating System version (see note2 below).

      Microsoft Windows 10 Pro(10.0.15063 Build 15063)

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

      1035.0

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

      20.19.15.4624 Intel, 22.21.13.8205 Nvidia

      SW or Apps version used to replicate the issue.

      Latest live version of HOTS2.0

      Configurations

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

      Single display

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

      1920 X 1080 60Hz

       

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

      Power cable plugged

      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. Just play live version of game for like 15 min to 3 hr.

      ...