Graphics
Intel® graphics drivers and software, compatibility, troubleshooting, performance, and optimization
20499 Discussions

Windows 10 April update - Chrome - Intel graphics - freezing PC

plee21
Valued Contributor I
2,818 Views

Hi

This is just a heads up to the Intel people and anyone else finding this. There are a growing number of posts around the Internet that Windows 10 April update, along with Chrome and Intel graphics, is causing systems to freeze randomly when using Chrome. The mouse pointer still moves, but nothing responds to the mouse or keyboard. To avoid data loss and problems that a hard reboot may cause, you can get a working system again by sleeping the PC/Laptop, and bringing it back out of standby.

A temporary work around is to either use a different web browser, or disable hardware acceleration in Chrome (Settings, search for Hardware). This may not necessarily be restricted to just using Chrome, it may be just Chrome is triggering the bug more often by utilising some functions in the graphics subsystem.

So far this appears to only be affecting the more recent Intel graphics/CPUs.

I had this problem within minutes of using an updated Windows 10 system.

The Chrome people are on it https://bugs.chromium.org/p/chromium/issues/detail?id=838809 838809 - Chrome Freezes PC after windows April Update - chromium - Monorail

Regards

Phil

0 Kudos
7 Replies
MGlad
Beginner
1,234 Views

Hi,

i got the same or a similar problem. My NUC7i5 gets bluescreens approx every 20 minutes after I installes the April Update for Win 10. Before that I´ve never seen this on this system. I could not identify chrome 100% yet as the trigger for that but it is possible cause I use chrome, firefox and opera. Sometimes I get a black screen where at least the mouse is still reacting but nothing more. Only hardreset with pushing the power button longer than 10 seconds helps than.

The problem was so annoying that I decided to downgrade back to fall creators update (1709).

I really hope that a solution for this problem is comming soon either from the chrome, intel or microsoft side.

0 Kudos
idata
Employee
1,234 Views

Hello, everyone! Thank you very much for sharing your issue with the Intel Communities Team. I will be more than glad to assist you.

 

 

phil_l: I would like to know which is the model of your processor or the Intel® HD Graphics controller that your system is using.

 

 

Matt7i5: Can you please download and install the 6025 version of the Intel® HD Graphics controller? Click https://downloadmirror.intel.com/27680/a08/win64_24.20.100.6025.zip here to download the drivers and use https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html this guide to complete the installation.

 

 

 

 

Antony S.
0 Kudos
plee21
Valued Contributor I
1,234 Views

Hi

This bug has been worked on by Intel, Chrome team and Microsoft. It has been acknowledged as a known issue with the April update which hopefully will be fixed on patch Tuesday.

See: https://answers.microsoft.com/en-us/windows/forum/windows_10-win_cortana/some-devices-may-hang-or-freeze-when-using-certain/612a341b-340a-4ac0-8866-df5346327a52?tm=1525304726596&auth=1 Some devices may hang or freeze when using certain apps, such as - Microsoft Community

It appears to be restricted to Intel HD 620/630 graphics in the main, with Chrome being able to trigger the bug fairly often but not restricted to Chrome. There may be more complaints posted during the weekend where more people are likely to spend time upgrading to the Windows April update.

Regards

Phil

0 Kudos
idata
Employee
1,234 Views

Hello, phil_l. Thank you very much for that information.

 

 

By any chance, have you tested the https://downloadcenter.intel.com/download/27680/Graphics-Intel-Graphics-Driver-for-Windows-10?product=96551 6023 graphics driver? This one was released for this update.

 

 

 

Antony S.
0 Kudos
plee21
Valued Contributor I
1,234 Views

Hi

I'm using 6025 the very latest one, I also rollback to an older driver and the problem still remained.

Regards

Phil

0 Kudos
idata
Employee
1,234 Views

Hello, phil_l. Thank you very much for your reply.

 

 

In this case, allow me to recreate this issue at our labs. For me to achieve so, please share with me the information requested in the following link: /thread/77761 https://communities.intel.com/thread/77761

 

 

 

Antony S.
0 Kudos
plee21
Valued Contributor I
1,234 Views

Hi intel_corp

This issue is already being worked on by the Chromium team and Intel has been involved, this isn't just specific to me but a bug/issue introduced with Windows April edition and Chrome affecting Intel graphics.

https://bugs.chromium.org/p/chromium/issues/detail?id=838809 838809 - Chrome Freezes PC after windows April Update - chromium - Monorail

Regards

Phil

0 Kudos
Reply