4 Replies Latest reply on Feb 20, 2018 2:53 PM by Intel Corporation

    Driver crashing / restoring not sure how to reproduce

    torquesque

      The .4901 driver crashed and restored on my system in the last days twice.

        • 1. Re: Driver crashing / restoring not sure how to reproduce
          torquesque

          Category

          Questions

          Answers (N/A if not applicable)

          Description

          Provide a detailed description of the issue

          The system stops/freezes, the display goes black and after ~1 second the content is being redrawn. No messages or warnings, but in the event viewer it shows "Der Anzeigetreiber "igfx" reagiert nicht mehr und wurde wiederhergestellt." Happens every couple of days, unclear when or why, no specific high load or program used.

          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.

          HP EliteBook Folio G1

          V1C37EA#ABD

           

          Intel(R) Core(TM) m5-6Y54 CPU @ 1.10GHz

          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)

          LFP

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

          8GB

          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).

          PCI\VEN_8086&DEV_191E&SUBSYS_8170103C&REV_07

          PCI\VEN_8086&DEV_191E&SUBSYS_8170103C

          PCI\VEN_8086&DEV_191E&CC_030000

          PCI\VEN_8086&DEV_191E&CC_0300

           

          Software (SW)

          Operating System version (see note2 below).

          Windows 10 Pro x64 16299.214

          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).

          23.20.16.4901

          SW or Apps version used to replicate the issue.

          Various. Happened while Browsing (Firefox, Edge), on the desktop, ...

          Configurations

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

          Single display, just internal

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

          1920x1080@60

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

          has happenend on battery aswell as on power

          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.

          -

           

          Happened again early this morning.

          • 2. Re: Driver crashing / restoring not sure how to reproduce
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello torquesque,

            I understand that you are having problems with the graphics driver as it has been crashing and restoring on the system, I apologize for any inconvenience. 

            Regarding this problem, the first thing I have noted is that you are not using the latest driver provided by the manufacturer (HP), this could cause compatibility issues so the first thing that must be tried is to install the latest one provided by the manufacturer since we supply generic versions of graphics drivers for general purposes. Computer manufacturers can change the features, incorporate customization, or make other changes to the graphics driver software or software packaging. To avoid potential installation incompatibilities, we recommend that you first check with your computer manufacturer which you can find here: 

            https://support.hp.com/us-en/drivers/selfservice/hp-elitebook-folio-g1-notebook-pc/9764622

            *Please be aware that the content on that site is not controlled by Intel*. This information is offered for your convenience and should not be viewed as an endorsement by Intel* for the merchants or services offered there.*


            Regards,
            David V

            • 3. Re: Driver crashing / restoring not sure how to reproduce
              torquesque

              Hello David,

               

              sure, I will try the older one again. But its common practice to try to use the intel generic drivers instead of the ones provided by the oem (much newer, etc, you already know that). And for the last couple of drivers this seemed to work fine on this machine.

              • 4. Re: Driver crashing / restoring not sure how to reproduce
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello torquesque,

                I am following up with your case and see that we have not heard back from you.

                If you need more assistance do not hesitate to reply.

                Regards,
                David V