5 Replies Latest reply on Mar 21, 2016 12:49 PM by ivanu_intel

    Intel Graphics Media Accelerator for Windows 7 crashes and recovers

    Stephke

      Hi,

      I'm running a laptop

      Dell XPS L701X on an Intel Core i5 CPU M560 2.67GHz 4GB RAM 64-bits. It used to be with Windows 7, recently updated to Windows 10 64-bit. The graphics driver version is 8.15.10.2900, DirectX 10.1, Processor Intel64 Family 6 Model 37 Stepping 5 with processor speed 2660 MHz.

       

      Ever since my update to Windows 10, I'm experiencing problems with online gameplay. It freezes then I get the notification that the "Intel Graphics Media Accelerator for Windows 7(R) has crashed and has been restored".  This happens on and off, until at one point my entire laptop freezes and I have to do a manual restart.  I've tried to update the driver, with no luck, and since I'm no computer whiz, I'm quite reluctant to just try things out without some advice.

       

      What should I do ?

       

      Kind regards,

      Stephke

        • 1. Re: Intel Graphics Media Accelerator for Windows 7 crashes and recovers
          ivanu_intel

          Hello Stephke,

           

          Thank you for joining the Intel communities.

           

          Could please fill out the information at the following link to better assist you?

          https://communities.intel.com/thread/77761

          After you've fill out the information, please post it to this thread.

           

           

          Best wishes,

           

          Ivan

          • 2. Re: Intel Graphics Media Accelerator for Windows 7 crashes and recovers
            ivanu_intel

            Hi,

             

            I’m just following on this thread to ask you if you need further assistance or if your problem has been resolved?

             

            Thanks,

             

            Ivan

            • 3. Re: Intel Graphics Media Accelerator for Windows 7 crashes and recovers
              Stephke

              Hi,

               

              I've printed the questionnaire and will gather the required information tonight to post.  Thank you for following, I'm at a loss to what to do about it. :-)

               

              Best wishes,

              Stephanie

              • 4. Re: Intel Graphics Media Accelerator for Windows 7 crashes and recovers
                Stephke

                Hi,

                 

                I hope I gathered the required information as requested. Here goes.

                Thank you

                 

                Category

                Questions

                Answers (N/A if not applicable)

                Description

                Provide a detailed description of the issue

                Ever since my update to Windows 10, I'm experiencing problems with online gameplay. It freezes then I get the notification that the "Intel Graphics Media Accelerator for Windows 7(R) has crashed and has been restored".  This happens on and off, until at one point my entire laptop freezes and I have to do a manual restart.  I've tried to update the driver, with no luck, and since I'm no computer whiz, I'm quite reluctant to just try things out without some advice.

                Does it fail every single time, or only sometimes?
                If you can offer a % rate please do.

                At regular intervals (short intervals)

                50%

                Hardware (HW)

                Brand and Model of the system.

                Dell XPS L701X

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

                No Hybrid

                GeForce Graphics card available

                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

                Generic PnP Monitor

                CMO1718

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

                4096MB Ram

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

                NA

                Hardware Stepping (see note1 below).

                See attachment “Driver Version 8”

                Software (SW)

                Operating System version (see note2 below).

                Windows 10 Home 64-bit

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

                ??? Where can i see this ?

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

                Intel ® HD Graphics driver version 8.15.10.2900

                Nvidea GeForce …

                SW or Apps version used to replicate the issue.

                online

                Configurations

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

                NA

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

                1600 * 900

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

                Power plugged in and not

                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.

                Just playing the game will cause the freezing, then I get the Windows error message “Intel Graphics Media Accelerator for Windows 7… has recovered”

                • 5. Re: Intel Graphics Media Accelerator for Windows 7 crashes and recovers
                  ivanu_intel

                  Thank you for all the information you have kindly provided, please be aware that this issue is still under investigation.

                  At his point I suggest running Windows update and install all the updates available even the optional ones. It is always a good practice to regularly update your system, and keep it up to date.

                   

                  Update Microsoft* .NET Framework software, some issues (such as the stopped responding/successfully recovered error message) can be fixed with a simple update to the systems .NET Framework* software. This software is available from the Microsoft Web site.

                   

                  Find and install the latest generic version of the Intel® Graphics Driver.

                  Intel has the latest generic versions of the graphics driver available. If you install the latest driver from your computer or motherboard manufacturer and still encounter the problem, try the latest generic driver.

                   

                  To locate and install a newer generic graphics driver if applicable, visit the Intel® Driver Update Utility.

                   

                  If the Intel® Driver Update Utility displays a message that it has detected a customized computer manufacturer graphics driver, see Customized computer manufacturer graphics driver is detected.

                   

                  More troubleshooting:

                  If the issue continues after updating the graphics driver, use the following questions to help isolate the issue:

                   

                  1. Does the issue occur frequently or is it a random issue?
                  2. If the issue always occurs when the system is performing a certain operation (such as running a particular application or game), check with the software.

                   

                  1. When was the last time the system worked without errors? What changes were made since this time, such as driver updates, adding hardware, or installing software?
                  2. Try removing the changes (uninstall recently added hardware or software or roll back drivers to the previous version) to resolve issues.

                   

                  1. Do you have the latest system BIOS for your computer?
                  2. Check with the computer manufacturer, motherboard manufacturer, or computer vendor for availability of a system BIOS update. Newer graphics drivers sometimes rely on current system BIOS updates.

                   

                  1. Does the issue happen when your monitor is set to a particular setting?
                  2. Return the video resolution settings back to a standard refresh rate and color depth to resolve the issue.

                   

                  I hope this information can help you.

                   

                  Best wishes,

                   

                  Ivan