7 Replies Latest reply on Jul 20, 2017 9:32 AM by Intel Corporation

    Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys

    rgIntel

      With my brand new motherboard Asus Maximus IX Hero and CPU Intel i7-7700, 3.6 GHz and fresh Windows 10 incl. Creators Update installation

       

      when I listen e.g. to

      https://soundcloud.com/pierreghiringhelli/blondie-heart-of-glass-oliver

      and moving the mouse around, hover links, orange waveform, etc. I have min. 10 audio drop outs and crackles (on this one track) with my professional external audio interface Universal Audio Apollo Twin USB 3.0.

       

      LatencyMon 6.5.1 reports this on my Asus PC:

      LM_Asus.png

       

      When I connect the audio interface on my 3.5 year old laptop "Lenovo IdeaPad Y580 i7-3630QM" which has the same fresh Windows 10 installation and settings, I don't have any audio drop outs and "graphics" problems:

      LM_Lenovo.png

       

      System info from my brand new Asus PC:

      - OS: Windows 10 Pro, 64bit, Version 1703, 15063.413

      - Motherboard: Asus Maximus IX Hero (latest BIOS 0906)

      - CPU: Intel i7-7700, 3.6 GHz

      - Intel Graphics 630 (Driver 21.20.16.4627)

      - External Sound: Apollo Twin USB 3.0 (Driver 9.2)

        (connected on one back USB 3.0 on Asus MB)

       

      Of course I've also set and tried in BIOS various settings to avoid audio drop outs

      - Intel speed Step => disabled

      - Turbo Mode => disabled

      - CPU C-States => disabled

      - Intel Speed Shift => disabled

      - CFG Lock => enabled

       

      Also all possible performance settings in Windows 10 have been done which are recommended by various major music software & hardware companies.

       

      I've also tried

      - newer drivers which all didn't solve the problem. Because of another bug (https://communities.intel.com/thread/114464) I still use build 4627.

      - the audio interface on USB ASMedia 3.1 and on PCIE/USB3 card Startech PEXUSB3S44V - no difference.

       

      I've googled around and found another user with a very similar problem - near the same PC hardware as I'm using:

      https://superuser.com/questions/1137033/usb-lag-when-mouse-cursor-changes

       

      I've enabled Mouse Properties / Pointer Options / Display Pointer Trails (long) and it has reduced the amount of audio drop outs/crackles to 1-2 instead of 10. Unbelievable why this happens.

      Of course it has nothing to do with the mouse driver - I've tried MS default and LogiTech SetPoint driver and the USB connector on all possible connections - no difference.

       

      Finally I was able to avoid the latency problem:

       

      The support from Universal Audio told me to use the new added feature "USB Safety Buffer" (in their latest driver 9.2) which is part of the "USB audio streaming protocol 2.0" which has been added to Windows Creators Update.

      http://www.uaudio.com/media/support/downloads/Apollo_Software_Manual_USB_v92.pdf (search for "Safety Buffer").

       

      I've increased the value from "Minimal" to "Small" and all audio crackles are away.

       

      You might be interested in to search for "USB audio streaming protocol", e.g: http://www.edn.com/design/consumer/4376143/Fundamentals-of-USB-Audio

      Also a very good article if someone is interested: http://allen-heath.helpserve.com/Knowledgebase/Article/View/1002/201/qu-windows-driver-understanding-and-troubleshooting

       

      Finally - the latency problem with this Intel Graphics Driver still exists,

       

      because as far as I understand the Intel graphics driver must return within a specified time (read links above) to MS Direct-x dxgkrnl.sys.

       

      It can't be that on my brand new fast PC I'm having this problem but not on my old Lenovo laptop with same Windows 10 installation.

       

      Other users don't have an expensive audio interface with a superb company like Universal Audio who are updating their drivers - e.g. Native Instruments doesn't support a Windows 10 driver for their Komplete 6 hardware until yet (the audio interface I'd before).

        • 1. Re: Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello rgIntel,
           
          I understand the Intel graphics driver is causing a latency problem in your computer.
           
          Let me apologize for any inconvenience this issue may be causing to you.
           
          I would like you to try updating the graphics driver.  Please download this driver https://downloadmirror.intel.com/26836/eng/win64_154519.4678.exe
           
          As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the driver I provided.
           
          Let me know if issue persists or not.
           
          Regards,
          Fred D.

          • 2. Re: Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys
            rgIntel

            Hi Fred,

             

            of course - I'd also tried build 4678 (released May 30, 2017) on the date I've reported the problem Jun 27, 2017 - without success.

             

            From my initial message: "I've also tried newer drivers which all didn't solve the problem."

             

            I'm waiting for a newer version - incl. a fix for this https://communities.intel.com/thread/114464

             

             

            Regards,

            Robert

            • 3. Re: Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello rgIntel,
               
              Thanks for the additional information you sent to me.
               
              Would you please fill out the form that is in the following link and post it on this forum thread? https://communities.intel.com/thread/77761
               
              Please also attach the Intel® System Support Utility, DxDiag and DispDiag reports.  The steps to generate the files are on the same forum thread.
               
              Regards,
              Fred D.

              • 4. Re: Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys
                rgIntel

                Here it is:

                 

                Note: Personally for me it is not important because the latest driver from this audio interface I'm using has the brand new option to increase special USB audio buffer which supports the new USB Audio protocol 2.0 added in Windows Creators Update.

                 

                However - the graphics card driver partially takes too long to reply against the standard specification and USB audio buffer under run occurs.

                 

                Category

                Questions

                Answers (N/A if not applicable)

                Description

                Provide a detailed description of the issue

                See initial message - perfectly clean explained.

                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%)

                Brand and Model of the system.

                Motherboard: Asus Maximus IX Hero (latest BIOS 0906)

                CPU: Intel i7-7700, 3.6 GHz

                Intel Graphics 630 (Driver 21.20.16.4627 - tried up to build 4678)

                External Sound: Apollo Twin USB 3.0 (Driver 9.2) - connected on one back USB 3.0 on Asus MB

                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

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

                16 GB

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

                It should happen with any USB 3.0 external audio interface.

                I don't know if it happens with USB 2.0 audio interfaces also (but as I wrote in initial message - the other user had an USB 2.0 audio interface).

                At least it is producable with Apollo Twin USB 3.0 (Driver 9.2) - connected on one back USB 3.0 on Asus MB

                Hardware Stepping (see note1 below).

                 

                Software (SW)

                Operating System version (see note2 below).

                Windows 10 Pro, Version 1703, OS build 15063.483

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

                1046.0

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

                Intel Graphic Driver 21.20.16.4627 - tried up to build 4678 - but using 4627 because of other bug with LibreOffice (see previous reply).

                SW or Apps version used to replicate the issue.

                Opera or any other browser.

                Configurations

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

                Single display

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

                1920x1080, Landscape

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

                Power cable plugged in

                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. Install Windows 10 + actual updates + drivers.
                2. Install audio interface driver
                3. Install LatencyMon 6.5.1
                4. Visit the website Blondie | Heart Of Glass [Oliver & Thee Mike B Remix] by Nasty_Frenchie | Nasty Frenchie | Free Listening on SoundCloud
                5. Start LatencyMon
                6. Play the song and move the mouse cursor over waveform and other links. Audio Drop Outs or Crackles should occur - at the same time LatencyMon shows the "long wait" error.
                7. It does not happen with On-Board-Sound!
                8. Read also this article! windows 10 - USB lag when mouse cursor changes - Super User
                ...

                 

                Screen Shots and SSU-Report attached.

                • 5. Re: Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello rgIntel,
                   
                  Thanks for the additional information you sent to me.
                   
                  I will review the information and then I will post on this forum thread the next step.
                   
                  Regards,
                  Fred D.

                  • 6. Re: Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys
                    rgIntel

                    Hi Fred,

                     

                    I want to let you know that I just tested the new driver 22.20.16.4729!

                     

                    No audio drop outs anymore with USB Safety Buffer "Minimal" (Default) settings!

                     

                    I don't know what you have done or what was the internal problem. I've read the release notes - but ...? However, maybe you might know it.

                     

                    Screen shot:

                    Intel-Graphics-AudioDropOutsLatency-Fixed.png

                    I've listen to the Soundcloud file (link at initial message) two times and these are the max. values.

                     

                    At the moment it looks like the problem has been fixed (automatically).

                    • 7. Re: Intel Graphics 630: Audio drop outs because of slow dxgkrnl.sys
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello rgIntel,
                       
                      I am glad to hear the issue has been fixed.  Do not hesitate to contact us back if you have any other inquiry.
                       
                      Regards,
                      Fred D.