Rendering device has been lost: Application closing. Overwatch game!

JForm1 · ‎04-19-2017

I am having this error repeatedly occur to me and blizzard advised me that I need to contact intel for help with this. The following is what I was told regarding the constant crashes:

>After taking a look at your MSINFO and DXDIAG, this is associated with a known Windows Intel video driver bug. In your MSINFO you are constantly getting Live Kernel Events associated with your intel video drivers. These errors are related to igdkmd64.sys crashing. This would cause your computer to stop recognizing your video processor.

I found /message/393900# 393900 this old thread. I went to device manager, uninstalled the intel drivers, and reinstalled it from Lenovo's website for my own laptop model (Y40-80). This did not resolve the issue. Also what may be worth mentioning is that even though I uninstalled drivers through device manager, when I opened the drivers package it said "there is still a recent version installed, do you want to install anyway?" I suspect that the way I uninstalled the drivers was not very complete. Yes I did restart after uninstalling.

Would appreciate advice very much. Thanks!

idata · ‎04-20-2017

Hello chiddler,

I understand you are trying to play Overwatch, but the game crashes.

Let me apologize for any inconvenience this issue may be causing to you.

In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Did you change any software or hardware in your computer before the issue started happening?

To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.

Regards,

Fred

JForm1 · ‎04-20-2017

I sent it in for cosmetic related warranty servicing recently. On paper, they literally did nothing but run diagnostics and send it back. In practice, feels like some settings changed (the usual internet connections are no longer recognized) The problem started immediately after it came back, too. Thanks for taking a look.

idata · ‎04-21-2017

Hello chiddler,

Thanks for the information you sent to me.

I would like you to try updating the graphics driver. you can download latest graphics driver from this link https://downloadmirror.intel.com/26682/eng/win64_154034.4624.zip https://downloadmirror.intel.com/26682/eng/win64_154034.4624.zip

Please install the driver with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

The content on the above 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.

Let me know if issue persists or not.

Regards,

Fred

JForm1 · ‎04-28-2017

Hi Fred thanks for the previous reply. I installed the drivers as instructed without issue. The game worked a few times initially but the error just repeated itself moments ago. Do you have any other advice for me? Much appreciated!

idata · ‎05-01-2017

Hello chiddler,

I would like to gather more information about the issue you are having with Overwatch. Please fill out the form that in on this link and post it on this thread /thread/77761 https://communities.intel.com/thread/77761

If possible attach the DxDiag as well.

Regards,

Fred

JForm1 · ‎05-03-2017

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

Overwatch stops running, goes to desktop, and says "Rendering device has been lost...". This occurs the vast majority of the time, but very rarely it runs without issue. Have not noticed a pattern.

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")<p>

Always (100%):

Often (51-99%):

Sporadic (20-50%):

Very Sporadic (<20%):

Hardware (HW)

Brand and Model of the system.

Lenovo Y40-80

Hybrid or switchable graphics system?

ie Does it have AMD or NV graphics too?

In addition to the intel graphics, it has a Radeon R9 M275X

Make and model of any Displays that are used to see the issue <strong style="font-style: inherit; font-size: 13.3333px; font-family: intel-clear, arial, helvetica, 'helvetica neue', verdana...

idata · ‎05-04-2017

Hello chiddler,

Thanks for the additional details you sent to us.

Since your computer comes with hybrid graphics I would like you to try forcing the computer to open the game with the AMD* Radeon R9 M275X GPU. Please right click on the Desktop -> AMD* Radeon settings -> Preferences -> Radeon Additional Settings -> Switchable Graphics Application Settings -> Add Application, then look for Overwatch executable file, double click on it, change the Graphics setting option to "High performance", then click the Apply button.

At this point please open the game and check if issue persists or not.

Let me know your finding.

Regards,

Fred

idata · ‎05-15-2017

Hello chiddler,

I was wondering if you still need assistance regarding the computer game you are trying to play. In case you still need assistance just let me know.

Regards,

Fred D.

JForm1 · ‎05-26-2017

Fred,

You've been more than generous with your help. Seems to be working. Thanks a ton! I'll let you know if I need more help.

idata · ‎05-26-2017

Hello chiddler,

I am glad to hear the issue has been fixed. Do not hesitate to contact us back if you have any other inquiry.

Regards,

Fred D.