1 2 Previous Next 21 Replies Latest reply on May 17, 2016 8:23 AM by ivanu_intel

    Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen

    naimc

      Hello,

       

      We have strange issue with Outlook 2013 x86 on Windows 8.1 x64.  Parts of the Outlook 2013 Interface will not render,  instead white zones or black zones appear on the screen.  keyboard shortcuts work, but closing and re-opening Outlook is the only way to get rid of the problem.  I have attached a sample screen capture Blue blocks cover confidential data.

       

      A similar post has been made here : Intel HD 4600 and Outlook 2013 - white screen

      But no clear solution has been posted.

       

      We have seen the issue with the following driver versions :  10.18.10.341210.18.10.3960 and the new 10.18.14.4080  version.

      We have updated the BIOS of Lenovo M93p to the lastest firmware which include the Intel VBIOS 1030.

       

      Read me notes for 15.36.7.64.3960 had in Key issues fixed the following note :  Fixed an issue where display screen was corrupted while Using Microsoft Outlook* application for more than an hour while other applications are running in the background.  Are you 100% sure this issue has been fixed ?.  We are using all Office 2013 products with video acceleration disabled as per http://support.microsoft.com/kb/2768648

       

      We have also tried a few variations in the our BIOS settings,  change the default  Pre-Allocated Memory Size from 32M to 512M,  Nothing has helped.

       

      Intel is this still any issue ? and when can we get a fix ?

        • 1. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
          Robert_U

          Hi  naimc

           

          Thanks for posting the details of the issue you are seeing. We are currently investigating the issue and will post updates to this thread.

           

          Would it be possible for you to attach the DXDiag report from the system this issue is occurring on using the lasts graphics driver 4080?

           

           

          Thanks

          Robert

          • 2. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
            naimc

            Hi Robert.

             

            I have attached the DXDiag report from one computer one which the issue occurs on a daily basis.

             

            Other notes :

            - Computer is a lenovo M93p with Bios version, FBKT99AUS GPU-Z reports Video Bios 1030 CPU is and i7-4765T SR1 Q4 2.00 Ghz  batch Vietnam X434A7171 .  Lenovo has not released a VBIOS version higher than 1030.

             

            - On this machine we also change the Pre-allocated video memory bios setting from 32 to 512 MB. This did not help.

            - DxDiag.txt reports a PageFile size of 2600 MB but we disabled the page file as system has 8 GB of RAM,  as issue occurred last in the day we thought that it was triggered when Outlook was paged out, this did not help.


            Wmic cmd show no page file configured. 

            PS C:\WINDOWS\system32> wmic pagefile list

            No Instance(s) Available.

             

            Naim

            • 3. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
              naimc

              Robert,

              I was able to capture a video of the problem on my own computer.  link : Outook 2013 x86 user interface turns to white - YouTube

               

              I had about 30 email windows opened, created a new email pasted a screen capture,   New window hung for a few seconds then entire body became white as did the reset of Outlook 2013.  It never crashed I was able to close Outlook with the Alt-F4 key.

               

              Naim

              • 4. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                Robert_U

                Hi naimc

                 

                Thanks for the additional information. We are investigating the issue and will post updates to this thread.

                 

                Thanks

                Robert

                • 5. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                  naimc

                  I have some even more strange info to relate regarding this issue.

                   

                  One computer where the issue was occurring on a daily basis, we removed the Hardisk (SSD) out of Lenovo M93p with the i7-4765T-HD4600,


                  And put in the body of a :


                  Dell Latitude E7440 with i7-4600U-HD4400 GPU.  GPU-Z reports a Intel HD Graphics Family, using igdumdim64  same version. 10.18.14.4080.

                  The laptop Bios is at version A09, and dell does not expose the Intel video microcode or vbios level so I have no way of knowing what version it is at.

                   

                  this is the same SSD, same OS same software package same drivers.

                   

                  Yet is behaves differently, over a 5 day period, user not experience any Outlook white screen issues that resulted in having to close and re-open Outlook.  User reported 2 instanced during which screen when white for a few seconds then recovered on it's own.

                   

                  Naim.

                  • 6. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                    Robert_U

                    Hi naimc

                     

                    Are all the systems that you see this issue on a Lenovo M93p ?

                    .

                    Thanks

                    Robert

                    • 7. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                      naimc

                      Robert we have about 1200 M93p and only about 100 Dell E7440 laptops.

                       

                      Finally this week the user with the SSD from the M93p that I moved over into the E7440 reported the same issues, Outlook White screens and user had close and re-open Outlook 2013 to recover.

                      At 1st it seemed that changing the hardware fixed the issues but this was not the case, user had less video glitchs using the E7440 with i7-4600U-HD4400 GPU. But they still occur.

                       

                      Naim.

                      • 8. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                        Robert_U

                        Hi naimc

                         

                        I have been testing for this issue for several hours and cannot reproduce it. Are there any specific settings you have for Outlook or are they all default? Could you give me specific steps to reproduce the issue? Finally, do you have all of the Office and Windows updates installed?

                         

                        Thanks

                        Robert

                        • 9. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                          Dr3as

                          We are seeing simular issues, and the latest driver is not helping for us either.

                          Lenovo laptops with Intel HD graphics, and office 2013.

                          • 10. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                            naimc

                            Robert, 

                             

                            Some configuration notes,  Our Windows 8.1 x64 Enterprise have the DEP setting to 2 OptIn, which means that Outlook 2013 is running with DEP enabled.  We also have Windows 8.1 Update 3 KB3000850 installed to the new Control flow Guard security feature is enabled on our computers and it cannot be disabled. The DEP setting might be important because we are also seeing Outook AppCrash erros with StackHash errors.  These are not directly related to the White screen issues but they might be.

                             

                            If you have a secure upload site I might be able to provide a dump of the Outlook.exe process when the UI goes white, not sure if you could do much with the dumps.

                             

                            We also have a bunch of 3rd party add-ins in Outlook 2013.  We are currently testing with most of these add-in's disabled to find if a particular combination triggers the white screen issues.

                             

                            Acrobat PDFMaker Office COM Addin
                            Antidote - Anti-Oups! pour Outlook
                            Antidote - Chargement des compléments pour Outlook
                            Antidote - Ruban d'Outlook
                            Microsoft Exchange Add-in
                            Lync Meeting Add-in for Microsoft Office 2013
                            Redemption Helper Outlook Extension (Infoware Redemption.dll 5.0.0.2174)
                            Osler Outlook Email Signatures
                            Conversation History Add-in for Microsoft Office 2013
                            Metadata Assistant 4 Outlook Add-In
                            LexisNexis InterAction for Microsoft Outlook
                            Infoware's Outlook Security Library  (infoware Redemption.dll 5.0.0.2174)
                            E-mail Filing Module for WorkSite
                            iManage FileSite Addin for Outlook 2013 5.6
                            Microsoft SharePoint Server Colleague Import Add-in

                            Microsoft VBA for Outlook Add-in

                             

                            Naim

                            • 11. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                              Robert_U

                              @ naimc,

                               

                              Thanks for the details of the issue you are seeing. Please let me know the results of the 3 party app testing. It could be why I cannot replicate the issue as I do not lave most of the apps you listed installed.

                               

                               

                              Thanks

                              Robert

                              • 12. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                                naimc

                                Hi Robert, the process of running Outlook 2013 on different computer in our firm with different Outlook add-in combinations is long and tedious.

                                 

                                While speaking Microsoft on premier case we have opened on this issue, they asked to provide a time-travel trace of the issue when no 3rd party dll's are present.

                                 

                                I have noticed in Process Explorer that C:\Windows\SysWOW64\igdumdim32.dll, (User-Mode Driver for Intel(R) Graphics Technology) is always loaded with Outlook.exe,  Other than re-naming this DLL can it be exclude from  Outlook ? We do have hardware acceleration disable in the entire Office 2013 suite.

                                 

                                Naim

                                • 13. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                                  nad5raf

                                  We are having the same issue here as well - tried all the latest drivers and fixes possible and still having rendering issues. We have Dell 9010\9020 desktops on Windows 7.

                                   

                                  If Intel knows of this issue since last year when I first logged it then why isn't this a priority if everyone else is having the same issue.

                                   

                                  Feel like Intel don't have an answer to this, see if Intel can prove me wrong.....

                                  • 14. Re: Intel HD 4600 (10.18.14.4080) Win 8.1 x64  Outlook 2013 x86 White Screen
                                    naimc

                                    Robert i have some additional questions / observations about the following DLLs

                                     

                                    When Outlook 2013 has Hardware Acceleration enabled the following 3 DLLs are hocked in Outlook.exe

                                    c:\Windows\SysWOW64\igdumdim32.dll  User-Mode Driver for Intel(R) Graphics Technology

                                    c:\Windows\SysWOW64\igdusc32.dll  Unified Shader Compiler for Intel ….

                                    c:\Windows\SysWOW64\igd10iumd32.dll User Mode driver for Intel ….

                                     

                                    When Hardware Acceleration is disabled in Outlook 2013 only c:\Windows\SysWOW64\igdumdim32.dll is left.

                                     

                                    On a test computer that still had Hardware Acceleration diskabed I renamed igdumdim32.dll to igdumdim32.dll.temp.  Outlook started fin, no error in the Apps or System logs and no more hooked intel DLL files.

                                     

                                    I will run a few users with all 3 dll renamed .temp .  While looking at WER crash dumps for other issues I found both : igd10iumd32.dll and igdusc32.dll in trace when I would have expected only igdumdim32.dl as we have Hardware Acceleration disabled by a GPO.

                                     

                                    Naim

                                    1 2 Previous Next