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Fix for issue in HD Graphics 530 Driver v 21.20.16.4590 - VIDEO_TDR_FAILURE?

BApga
Beginner
4,563 Views

I have a new Dell XPS 15 9550 with a 4K display and Intel HD Graphics 530 and an Nvidia GeForce GTX 960M. I am running Windows 10.

The system worked fine after I got it until after April 2nd. Sometime between the 2nd and the 6th, it looks like there was a graphics driver update pushed to my system as part of a Windows Update. After that, the system became erratic with frequent flashing of the screen particularly after coming back from sleep. Sometimes the flashing would not stop until the system had a BSOD. The error was VIDEO_TDR_FAILURE in igdkmd64.sys.

I updated the Nvidia driver, and the Intel HD 530 driver was up to date with version 21.20.16.4590. After trying a lot of different trouble shooting steps with no luck I decided to roll back the HD 530 driver to version 20.19.15.4531. This immediately solved the problem and I have not seen a recurrence in several days. Before, the system would crash several times a day.

It is pretty clear there is a bug in the 21.20.16.4590 driver. Is Intel aware of this and when will there be an updated version of this driver?

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9 Replies
MSeli1
Novice
1,817 Views

I have the same laptop and the same problem. Its impossible to work.

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idata
Employee
1,817 Views

Brian44, Thank you very much for joining the Intel® Graphics communities.

 

 

Remember that the Intel graphics drivers are generic, and they may or may not work with your system, specially if you are using an OEM (Original Equipment Manufacturer) product, like in this case a Dell laptop. For this specific scenario what we recommend, as you did, is to use the drivers provided by Dell. Just to let you know, the graphics drivers provided by them were customized, they did some modifications on it and that might be the reason why you are getting that error message, since there are many different peers using the Intel® 15.45.14.4590 driver with no problems.

 

 

In order to try to fix this problem, we can try to install the following driver, please install it manually:

 

Instructions to install the driver manually:

 

http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html

 

4627:

 

https://downloadcenter.intel.com/download/26669/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88345 https://downloadcenter.intel.com/download/26669/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88345

 

 

Please let me know the results of trying the driver above.

 

 

Any further questions, please let me know.

 

 

Regards,

 

Alberto

 

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idata
Employee
1,817 Views

Brian44, I just wanted to check if the information posted previously was useful for you, and if you need further assistance on this matter?

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto

 

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ABark4
Beginner
1,817 Views

I just received my brand new $2000 Dell XPS 15 laptop and have spent the entire afternoon and evening trying to resolve endless screen flickering followed by system restarts with the message "VIDEO_TDR_FAILURE. What failed:igdkmd64.sys".

I have the 5.45.14.4590 driver but I have no driver to roll back to since this is a brand new $2000 piece of unusable junk. How does this happen that Dell/Intel product can be shpped to a customer and be unusable fresh out of the box? What do I need to do to resolve this. I bought this laptop to demo my startup's technology to a VC next week and I cannot even rely on it to get past the logon screen without crashing.

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idata
Employee
1,818 Views

alec61, We are sorry to hear that your laptop is having a problem related to flickering screen. We recommend to install the drivers provided by the manufacturer, in this case Dell. There are different versions for the Dell® XPS 15 laptop, so I am not sure if the drivers provided on the link below are the proper ones for your laptop, if you are not using Windows® 10, you can always change the operating system and choose the one you are using, look for "video" to install the graphics drivers:

 

http://www.dell.com/support/home/us/en/19/product-support/product/xps-15-9530/drivers/advanced http://www.dell.com/support/home/us/en/19/product-support/product/xps-15-9530/drivers/advanced

 

 

Also, a BIOS update to the latest version will be a good thing to try, in order to do that please get in contact directly with Dell to get the instructions of how to do it:

 

http://en.community.dell.com/support-forums/ http://en.community.dell.com/support-forums/

 

http://www.dell.com/support/incidents-online/us/en/4/contactus/dynamic http://www.dell.com/support/incidents-online/us/en/4/contactus/dynamic

 

 

If after trying the steps above the problem persists, then please submit your inquiry on a new thread, the reason for that is that every scenario is different, even if the same product is being used, so, for us to further assist you to try to fix the specific problem the laptop might have, please submit a new thread:

 

/community/tech https://communities.intel.com/community/tech

 

 

Let me apologize for any inconvenience.

 

 

Regards,

 

Alberto
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KChap2
Beginner
1,817 Views

Had the same issue. Installing the previous driver helped. I followed this /message/466679# 466679 https://communities.intel.com/message/466679# 466679. The step to hide the driver from windows update is key.

My Dell support person had no clue of the issue or how to fix it. It was the standard, reapply the updates.

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idata
Employee
1,818 Views

TheSheek, Thank you very much for sharing that information, we really appreciate you took the time to do that, I am sure it will be very helpful for all the peers viewing this thread.

 

 

Regards,

 

Alberto

 

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KDang4
Beginner
1,817 Views

I went to safe mode, uninstall dell driver 4590 then I'm able to install the latest intel driver 21.20.16.4627 so the blue screen is gone now but the task view is not so smooth.

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idata
Employee
1,817 Views

larrabee, Thank you very much for sharing that information in our communities, we really appreciate that. If by any chance you need further assistance on this matter please submit your inquiry on a new thread, the reason for that is that every scenario is different, even if the same product is being used, so, for us to further assist you to try to fix the specific problem the computer might have, please submit a new thread:

https://communities.intel.com/community/tech https://communities.intel.com/community/tech

Let me apologize for any inconvenience.

Regards,

Alberto

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