8 Replies Latest reply on Jan 9, 2018 1:58 PM by Intel Corporation

    Crash turning on monitors




      Answers (N/A if not applicable)


      Provide a detailed description of the issue

      BSOD when I get to work in the morning or return from lunch and press a key/move mouse to wake up monitors. The PC is idling but not sleeping.

      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%): X

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      Custom made. MSI B250 Krait Gaming (MS-7A68) motherboard

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

      Only Intel graphics.

      Make and model of any Displays that are used to see the issue (see note2 below).
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      EFP. Two AOC M2470Sw monitors in native FHD resolution.

      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


      Hardware Stepping (see note1 below).

      9 Rev B0

      Software (SW)

      Operating System version (see note2 below).

      Windows 10 64 bits.

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


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

      SW or Apps version used to replicate the issue.



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


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


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

      AC (Desktop PC)

      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. Wait until Windows turns off screen
      2. Move mouse/press key to wake up windows
      3. Suffer Blue Screen of Death
        • 1. Re: Crash turning on monitors
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello bruno2097,


          Thank you for joining the Intel® Community. I am sorry to hear you are having issues with this matter. 




          Amy C.

          • 2. Re: Crash turning on monitors

            Hi Amy,


            I haven't tried the driver from MSI (version 4565), but the BSODs don't happen with version 4771, instead I get driver restarts that don't bring down Windows. I tried and got crashes with 4815, 4836, 4849 and 4877, but some versions seemed more stable than others.


            I didn't take a picture of the BSODs, but this is the info that WhoCrashed generates from the memory dumps:


            On Wed 2017-12-27 14:10:34 your computer crashed
            crash dump file: C:\WINDOWS\Minidump\122717-5703-01.dmp
            This was probably caused by the following module:
            igdkmd64.sys (igdkmd64+0x5E8A0)
            Bugcheck code: 0x1 (0xFFFFF80A7205E8A0, 0x0, 0xFFFF, 0x0)
            file path: C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_7b7c820d186f8dec\igdkmd64.sys
            Intel HD Graphics Drivers for Windows(R)
            company: Intel Corporation
            description: Intel Graphics Kernel Mode Driver
            Bug check description: This indicates that there has been a mismatch in the APC state index.
            A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: igdkmd64.sys (Intel Graphics Kernel Mode Driver, Intel Corporation).




            • 3. Re: Crash turning on monitors
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Thank you Bruno.


              Make sure to test the driver from MSI: http://download.msi.com/dvr_exe/intel_vga_kbl_w10.zip. Before installing it, uninstall completely our generic driver with the steps below:


              Steps to uninstall Intel® HD Graphics driver: 

              1. Open the Device Manager.
              2. Expand the Display Adapters section.
              3. Find the Intel Graphics Driver. 
              4. Right-click the Intel Graphics Driver and select Uninstall.
              5. Select the check box Delete the driver software for this device.
              6. Reboot the computer after uninstall process has finished.



              Amy C.

              • 4. Re: Crash turning on monitors
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Bruno, hope you were able to try the suggestion mentioned above.



                Amy C.

                • 5. Re: Crash turning on monitors

                  Hi Amy,


                  I did install the driver from msi (4565) and my PC hasn't crashed so far, but haven't really used the PC that much these days. I had to fight Windows Update installing 4836, which does crash. Give me a few more days to test.


                  How can I help Intel fix the newest drivers?



                  • 6. Re: Crash turning on monitors
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Sure, keep on testing it.


                    Remember that the drivers found Drivers & Software are generic, this means that the drivers might not work as expected in third party motherboards. Intel recommends using the drivers provided by the computer manufacturer since they can offer customized versions of the Intel Graphics Drivers for your particular computer model that can ensure the proper performance.



                    Amy C.

                    • 7. Re: Crash turning on monitors

                      Version 4565 from MSI run without crashes for several days. Today I updated to 4901 but got a crash after a few hours. I really want the Media SDK improvements mentioned in the 4901 readme. Should I take it to MSI to provide an updated driver? Can you confirm if the VBIOS is custom and that's what probably causes the incompatibilities? If next time I buy an intel motherboard, will all driver versions just work?




                      • 8. Re: Crash turning on monitors
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Glad to hear the driver is working, as mentioned before Intel recommends using the drivers provided by the computer manufacturer. Yes, the best thing is to push MSI for more driver releases. I cannot confirm any information regarding the BIOS or Video BIOS, the best answer should be provided by your computer manufacturer since they are the developers of your computer model. Just for you to know, Intel does not manufacture motherboards anymore.



                        Amy C.