VIDEO_TDR_FAILURE

idata · ‎10-08-2016

Description

While I am using my computer, the cursor will turn into an hourglass and the displays will stop updating. After six minutes, the computer will reboot. There is a bugcheck recorded in the event log. And the !analyze is below.

I know the underlying computer keeps working. Only the displays freeze. I was typing in a remote computer. And I found my missing keystrokes after reconnecting.

This issue is very sporadic. The issue only happens while the computer is in use. It did not bugcheck overnight. Also, it did not bugcheck while I was away from my desk for three hours. But I did have an issue early in the afternoon when I started using my computer again. There does not seem to be a specific trigger. It just happens after some interactive use. I tried running FurMark for fifteen minutes. That had no impact.

Hardware

I am using an Intel NUC5CPYH.

The only video card is the integrated Intel Graphics.

I have two displays in an extended configuration. Both are LG IPS234V-PN displays. The resolution on each display is 1920 x 1080 x 32bit 60Hz. The monitors and the NUC use DC power adapters. One display is connected by HDMI and the other by VGA.

There is 8GB of memory installed.

See attached for the graphics hardware stepping.

Software

The operating system is Windows 10 Pro x64 Version 1511.

I am including a screen capture of the Intel Graphics Properties.

I installed the graphics driver from the sticky post on the Intel forums. This is the driver version printed in the installation log: 20.19.15.4501 The !analyze is for this driver.

Sticky Driver

https://communities.intel.com/thread/106219 https://communities.intel.com/thread/106219

See attached for the Intel System Support Utility output.

Bugcheck

System Log Entry

The computer has rebooted from a bugcheck. The bugcheck was: 0x00000116 (0xffffe000e4da31e0, 0xfffff800e91c1cd0, 0xffffffffc0000001, 0x0000000000000003). A dump was saved in: C:\Windows\MEMORY.DMP. Report Id: 4e0652f5-a26a-49c1-8c6d-3c327c397687.

!analyze

Microsoft (R) Windows Debugger Version 10.0.14321.1024 AMD64

Loading Dump File [C:\Windows\MEMORY.DMP]

Kernel Bitmap Dump File: Kernel address space is available, User address space may not be available.

************* Symbol Path validation summary **************

Response Time (ms) Location

Deferred SRV*C:\My\Sym* http://msdl.microsoft.com/download/symbols

Symbol search path is: SRV*C:\My\Sym* http://msdl.microsoft.com/download/symbols

Executable search path is:

Windows 10 Kernel Version 10586 MP (2 procs) Free x64

Product: WinNt, suite: TerminalServer SingleUserTS

Built by: 10586.589.amd64fre.th2_release.160906-1759

Machine Name:

Kernel base = 0xfffff802`df68b000 PsLoadedModuleList = 0xfffff802`df968cd0

Debug session time: Fri Oct 7 16:15:26.279 2016 (UTC - 5:00)

System Uptime: 0 days 0:08:39.504

Loading Kernel Symbols

...............................................................

................................................................

....................................................

Loading User Symbols

Loading unloaded module list

.......

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {ffffe000e4da31e0, fffff800e91c1cd0, ffffffffc0000001, 3}

Page 2748bb not present in the dump file. Type ".hh dbgerr004" for details

*** ERROR: Module load completed but symbols could not be loaded for igdkmd64lp.sys

Page 274bc5 not present in the dump file. Type ".hh dbgerr004" for details

Page 3a0 not present in the dump file. Type ".hh dbgerr004" for details

Page e8bd6 not present in the dump file. Type ".hh dbgerr004" for details

Probably caused by : igdkmd64lp.sys ( igdkmd64lp+11cd0 )

Followup: MachineOwner

---------

1: kd> !analyze -v

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

VIDEO_TDR_FAILURE (116)

Attempt to reset the display driver and recover from timeout failed.

Arguments:

Arg1: ffffe000e4da31e0, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).

Arg2: fffff800e91c1cd0, The pointer into responsible device driver module (e.g. owner tag).

Arg3: ffffffffc0000001, Optional error code (NTSTATUS) of the last failed operation.

Arg4: 0000000000000003, Optional internal context dependent data.

Debugging Details:

------------------

Page 274bc5 not present in the dump file. Type ".hh dbgerr004" for details

Page 3a0 not present in the dump file. Type ".hh dbgerr004" for details

Page e8bd6 not present in the dump file. Type ".hh dbgerr004" for details

DUMP_CLASS: 1

DUMP_QUALIFIER: 401

BUILD_VERSION_STRING: 10586.589.amd64fre.th2_release.160906-1759

SYSTEM_MANUFACTURER:

SYSTEM_PRODUCT_NAME:

SY...

idata · ‎10-08-2016

I had been getting the same offset for each bugcheck. This one is different: +118f0 vs +11cd0

Microsoft (R) Windows Debugger Version 10.0.14321.1024 AMD64

Loading Dump File [C:\Windows\MEMORY.DMP]

Kernel Bitmap Dump File: Kernel address space is available, User address space may not be available.

************* Symbol Path validation summary **************

Response Time (ms) Location

Deferred SRV*C:\My\Sym* http://msdl.microsoft.com/download/symbols

Symbol search path is: SRV*C:\My\Sym* http://msdl.microsoft.com/download/symbols

Executable search path is:

Windows 10 Kernel Version 10586 MP (2 procs) Free x64

Product: WinNt, suite: TerminalServer SingleUserTS

Built by: 10586.589.amd64fre.th2_release.160906-1759

Machine Name:

Kernel base = 0xfffff802`4367b000 PsLoadedModuleList = 0xfffff802`43958cd0

Debug session time: Sat Oct 8 14:19:39.987 2016 (UTC - 5:00)

System Uptime: 0 days 0:36:48.207

Loading Kernel Symbols

...............................................................

................................................................

....................................................

Loading User Symbols

Loading unloaded module list

.......

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {ffffe00171644010, fffff8004bd318f0, ffffffffc0000001, 3}

*** ERROR: Module load completed but symbols could not be loaded for igdkmd64lp.sys

Page 3a0 not present in the dump file. Type ".hh dbgerr004" for details

Probably caused by : igdkmd64lp.sys ( igdkmd64lp+118f0 )

Followup: MachineOwner

---------

1: kd> !analyze -v

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

VIDEO_TDR_FAILURE (116)

Attempt to reset the display driver and recover from timeout failed.

Arguments:

Arg1: ffffe00171644010, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).

Arg2: fffff8004bd318f0, The pointer into responsible device driver module (e.g. owner tag).

Arg3: ffffffffc0000001, Optional error code (NTSTATUS) of the last failed operation.

Arg4: 0000000000000003, Optional internal context dependent data.

Debugging Details:

------------------

Page 3a0 not present in the dump file. Type ".hh dbgerr004" for details

DUMP_CLASS: 1

DUMP_QUALIFIER: 401

BUILD_VERSION_STRING: 10586.589.amd64fre.th2_release.160906-1759

SYSTEM_MANUFACTURER:

SYSTEM_PRODUCT_NAME:

SYSTEM_SKU:

SYSTEM_VERSION:

BIOS_VENDOR: Intel Corp.

BIOS_VERSION: PYBSWCEL.86A.0056.2016.0901.1751

BIOS_DATE: 09/01/2016

BASEBOARD_MANUFACTURER: Intel Corporation

BASEBOARD_PRODUCT: NUC5CPYB

BASEBOARD_VERSION: H61145-404

DUMP_TYPE: 1

BUGCHECK_P1: ffffe00171644010

BUGCHECK_P2: fffff8004bd318f0

BUGCHECK_P3: ffffffffc0000001

BUGCHECK_P4: 3

FAULTING_IP:

igdkmd64lp+118f0

fffff800`4bd318f0 48895c2410 mov qword ptr [rsp+10h],rbx

DEFAULT_BUCKET_ID: GRAPHICS_DRIVER_TDR_FAULT

CPU_COUNT: 2

CPU_MHZ: 640

CPU_VENDOR: GenuineIntel

CPU_FAMILY: 6

CPU_MODEL: 4c

CPU_STEPPING: 3

CPU_MICROCODE: 6,4c,3,0 (F,M,S,R) SIG: 363'00000000 (cache) 363'00000000 (init)

BUGCHECK_STR: 0x116

PROCESS_NAME: System

CURRENT_IRQL: 0

ANALYSIS_SESSION_HOST: DASHBOARD05

ANALYSIS_SESSION_TIME: 10-08-2016 14:23:56.0441

ANALYSIS_VERSION: 10.0.14321.1024 amd64fre

STACK_TEXT:

ffffd000`3e086b78 fffff800`49d44f5c : 00000000`00000116 ffffe001`71644010 fffff800`4bd318f0 ffffffff`c0000001 : nt!KeBugCheckEx

ffffd000`3e086b80 fffff800`49d2d669 : fffff800`4bd318f0 ffffe001`6a1c7010 ffffe001`6a1c70d0 00000000`00000000 : dxgkrnl!TdrBugcheckOnTimeout+0xec

ffffd000`3e086bc0 fffff800`49d2ef6b : 00000000`00000100 ffffe001`71644010 ffffe001`6a1c7010 fffff800`49d2eed4 : dxgkrnl!DXGADAPTER::PrepareToReset+0x159

ffffd000`3e086c10 fffff800`49d44795 : fffff802`43950100 00000000`00000000 ffffea26`00000000 fffff802`4376c75c : dxgkrnl!DXGADAPTER::Reset+0x97

ffffd000`3e086c60 fffff800`49d448eb : 00000000`00000800 fffff802`43a0d340 ffffe001`676481e0 fffff800`48900880 : dxgkrnl!TdrResetFromTimeout+0x15

ffffd000`3e086c90 fffff802`4374d399 : ffffe001`67698040 fffff800`49d44890 ffffe001`6ce7f900 fffff800`49e81240 : dxgkrnl!TdrResetFromTimeoutWorkItem+0x5b

ffffd000`3e086cc0 fffff802`436c1ab5 : ff0b74fe`c5f64005 00000000`00000080 ffffe001`6766f700 ffffe001`67698040 : nt!ExpWorkerThread+0xe9

ffffd000`3e086d50 fffff802`437c2b16 : ffffd000`43058180 ffffe001`67698040 fffff802`436c1a74 8b4dc88b`068b4d00 : nt!PspSystemThreadStartup+0x41

ffffd000`3e086da0 00000000`00000000 : ffffd000`3e087000 ffffd000`3e081000 00000000`00000000 00000000`00000000 : nt!KiStartSystemThread+0x16

STACK_COM...

idata · ‎10-10-2016

Hello Turner8744:

Since you already tried the driver 4501 and the problem remains, please try the following drivers:

4256:

https://downloadcenter.intel.com/product/92134/Intel-HD-Graphics-for-Intel-Celeron-Processor-N3050 https://downloadcenter.intel.com/product/92134/Intel-HD-Graphics-for-Intel-Celeron-Processor-N3050

4320:

https://downloadcenter.intel.com/download/25645/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NUC-Kits-NUC5-x-PY-NUC5PGY?product=85254 https://downloadcenter.intel.com/download/25645/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NUC-Kits-NUC5-x-PY-NUC5PGY?product=85254

Just for testing purposes, could you please test the NUC with a single display?

If you are using 2 memory sticks, please test it with just one of them, one first and then the other.

Did it work fine before, with this same configuration?

Do you have the option to test it with a different HDMI/VGA cable?

Did you restore BIOS to defaults?

Any questions, please let me know.

Alberto

idata · ‎10-10-2016

I got your message. Let me try these things and get back to you.

idata · ‎10-11-2016

4256 locked up the computer without a bug check.

4320 bug checked (below).

I installed 4501 and tested with a single display over HDMI for several hours. I would have expected the dual monitor configuration to bug check by now. But this is not a final solution because I need both monitors working. I did notice the mouse and window dragging lag a few times.

The NUC5CPYH only has one memory stick.

This computer has always had this issue.

I moved the computer to another office with different cables. I had the same issue.

I have not reset the BIOS. I can try that with two monitors when I'm back on Friday.

4320 Bug Check

Microsoft (R) Windows Debugger Version 10.0.14321.1024 AMD64

Loading Dump File [C:\Windows\MEMORY.DMP]

Kernel Bitmap Dump File: Kernel address space is available, User address space may not be available.

************* Symbol Path validation summary **************

Response Time (ms) Location

Deferred SRV*C:\My\Sym*http://msdl.microsoft.com/download/symbols http://msdl.microsoft.com/download/symbols

Symbol search path is: SRV*C:\My\Sym*http://msdl.microsoft.com/download/symbols http://msdl.microsoft.com/download/symbols

Executable search path is:

Windows 10 Kernel Version 10586 MP (2 procs) Free x64

Product: WinNt, suite: TerminalServer SingleUserTS

Built by: 10586.589.amd64fre.th2_release.160906-1759

Machine Name:

Kernel base = 0xfffff803`8be76000 PsLoadedModuleList = 0xfffff803`8c153cd0

Debug session time: Tue Oct 11 10:41:55.083 2016 (UTC - 5:00)

System Uptime: 0 days 16:10:52.303

Loading Kernel Symbols

...............................................................

..Page 2757a0 not present in the dump file. Type ".hh dbgerr004" for details

..............................................................

....................................................

Loading User Symbols

Loading unloaded module list

..........

Page 2386c6 not present in the dump file. Type ".hh dbgerr004" for details

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 116, {ffffe0019c013400, fffff800fd5f18e0, ffffffffc0000001, 3}

Page 2757a0 not present in the dump file. Type ".hh dbgerr004" for details

Page ad5 not present in the dump file. Type ".hh dbgerr004" for details

*** ERROR: Module load completed but symbols could not be loaded for igdkmd64lp.sys

Page 2389d0 not present in the dump file. Type ".hh dbgerr004" for details

Probably caused by : igdkmd64lp.sys ( igdkmd64lp+118e0 )

Followup: MachineOwner

---------

1: kd> !analyze -v

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

VIDEO_TDR_FAILURE (116)

Attempt to reset the display driver and recover from timeout failed.

Arguments:

Arg1: ffffe0019c013400, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).

Arg2: fffff800fd5f18e0, The pointer into responsible device driver module (e.g. owner tag).

Arg3: ffffffffc0000001, Optional error code (NTSTATUS) of the last failed operation.

Arg4: 0000000000000003, Optional internal context dependent data.

Debugging Details:

------------------

Page 2389d0 not present in the dump file. Type ".hh dbgerr004" for details

DUMP_CLASS: 1

DUMP_QUALIFIER: 401

BUILD_VERSION_STRING: 10586.589.amd64fre.th2_release.160906-1759

SYSTEM_MANUFACTURER:

SYSTEM_PRODUCT_NAME:

SYSTEM_SKU:

SYSTEM_VERSION:

BIOS_VENDOR: Intel Corp.

BIOS_VERSION: PYBSWCEL.86A.0056.2016.0901.1751

BIOS_DATE: 09/01/2016

BASEBOARD_MANUFACTURER: Intel Corporation

BASEBOARD_PRODUCT: NUC5CPYB

BASEBOARD_VERSION: H61145-404

DUMP_TYPE: 1

BUGCHECK_P1: ffffe0019c013400

BUGCHECK_P2: fffff800fd5f18e0

BUGCHECK_P3: ffffffffc0000001

BUGCHECK_P4: 3

FAULTING_IP:

igdkmd64lp+118e0

fffff800`fd5f18e0 48895c2410 mov qword ptr [rsp+10h],rbx

DEFAULT_BUCKET_ID: GRAPHICS_DRIVER_TDR_FAULT

CPU_COUNT: 2

CPU_MHZ: 640

CPU_VENDOR: GenuineIntel

CPU_FAMILY: 6

CPU_MODEL: 4c

CPU_STEPPING: 3

CPU_MICROCODE: 6,4c,3,0 (F,M,S,R) SIG: 363'00000000 (cache) 363'00000000 (init)

BUGCHECK_STR: 0x116

PROCESS_NAME: System

CURRENT_IRQL: 0

ANALYSIS_SESSION_HOST: DASHBOARD05

ANALYSIS_SESSION_TIME: 10-11-2016 10:44:09.0001

ANALYSIS_VERSION: 10.0.14321.1024 amd64fre

STACK_TEXT:

ffffd000`222c3b78 fffff800`fb674f5c : 00000000`00000116 ffffe001`9c013400 fffff800`fd5f18e0 ffffffff`c0000001 : nt!KeBugCheckEx

ffffd000`222c3b80 fffff800`fb65d669 : fffff800`fd5f18e0 ffffe001`9f9ee010 ffffe001`9f9ee0d0 00000000`00000000 : dxgkrnl!TdrBugcheckOnTimeout+0xec

ffffd000`222c3bc0 fffff800`fb65ef6b : 00000000`00000100 ffffe001`9c013400 ffffe001`9f9ee010 fffff800`fb65eed4 : dxgkrnl!DXGADAPTER::PrepareToReset+0x159

ffffd000`222c3c10 fffff800`fb674795 : ffffe001`9dc50150 00000000`00000000 ffff9c82`00000000 00000000`00000000 : dxgkrnl!DXGADAPTER::Reset+0x97

ffffd000`222c3c60 fffff800`fb6748eb : 00000000`00000b00 fffff803`8c208340 ffffe001`9b8481e0 fffff800`f9ea0880 : dxgkrnl!TdrResetFromTimeout+0x15

ffffd000`222c3c90 fffff803`8bf48399 : ffffe001`a0b90440 fffff800`fb674890 ffffe001`a1fae110 fffff800`fb7b1240 : dxgkrnl!TdrResetFromTimeoutWorkItem+0x5b

ffffd000`222c3cc0 fffff803`8bebcab5 : fffff901`41836780 00000000`000...

idata · ‎10-12-2016

Hello Turner8744:

Thank you very much for providing all that information.

In this case, pretty much you tried all the troubleshoot steps that we recommend, so if after restore the BIOS to defaults, the problem persists, in that case the best thing to do will be to replace it.

Before you do that, please verify that the memory RAM is fully compatible with the NUC, the NUC works with: DDR3L-1333/1600 1.35V SO-DIMM.

The NUC has 3 years of warranty, to replace it, you can check with the place of purchase in order to find out if they can do that, or we can always replace it for you.

If you are interested in the replacement, please get in contact directly with us through chat, email, phone or online support, you just need to select NUC on product type and you will get those options:

http://www.intel.com/content/www/us/en/support/contact-support.html# @12 http://www.intel.com/content/www/us/en/support/contact-support.html# @12

Any questions, please let me know.

Alberto

idata · ‎10-14-2016

I pressed F9 in the BIOS and saved those settings. Early in the day, the computer looked like it was about to bug check. Unfortunately, I was remotely assisting a user. And I power cycled the NUC to return to my work. It has gone the rest of the day without an issue. I would have expected it to bug check by now. I will be in tomorrow. So, let me see if I can go all day without an issue.

I am concerned that I might go all day without seeing the behavior that prompted me to reboot the computer today. And so I'll still have a problem but it will just be rarer. It might be a while before I can say that the steps below worked for me. And I still might replace the computer. Though, for a given driver version, I see the same offset in the bug checks. So, I think the issue is driver related rather than hardware related. This computer did pass a Windows Memory Diagnostic.

Here is my current configuration:

I have two displays connected: one via HDMI and one via VGA.
The file version for "C:\Windows\System32\drivers\igdkmd64lp.sys" is 4501.
I reset the BIOS settings to defaults using F9. Then I saved those values with F10.
Technically, I am not using the original video cables or displays. Though, I've bug checked on the current hardware with other configurations.

idata · ‎10-15-2016

It bug checked early this morning with the default BIOS settings, two displays, and 4501.

The RAM is KVR16LS11/8 which is on the compatibility list for this model.

http://www.intel.com/content/www/us/en/support/boards-and-kits/intel-nuc-kits/000006071.html System Memory for Intel® NUC Kit NUC5CPYH and NUC5PPYH

I will see what registered programs are installed on it. And then I'll remove the hard drive and memory and replace it. I had an issue replacing a NUC before. Plugging the hard drive into the replacement just caused it to bug check over and over until I disabled the legacy BIOS. I didn't figure that out before I tried reformatting the disc. So, I want to make sure I have a chance to find the product keys in case I need them.

Thanks for your help Alberto. I'll follow up when I get the replacement in working order.

idata · ‎10-17-2016

Hello Turner8744:

Thank you very much for sharing all that information, it is very useful for us and for all the peers viewing this thread.

Perfect, no problem, try those tests, because as you mentioned, it could be related to the driver instead of the NUC itself.

So, once you get the chance to do the tests, please let us know the results of them, so we can further assist you.

Any questions, please let me know.

Alberto

idata · ‎10-24-2016

Hello Turner8744:

If you are interested in the replacement of the NUC, please get in contact directly with us through chat, email, phone or online support, you just need to select NUC on product type and you will get those options:

http://www.intel.com/content/www/us/en/support/contact-support.html# @12 http://www.intel.com/content/www/us/en/support/contact-support.html# @12

Any questions, please let me know.

Alberto

idata · ‎11-01-2016

Hello Turner8744:

I just wanted to check if you were able to do the tests, also if the problem was resolved or if it still persists and if you saw the information posted previously in order to replace the NUC?

Any questions, please let me know.

Alberto

idata · ‎11-04-2016

I performed all the requested tests and posted the results previously. The only remaining suggestion is to replace the NUC. I will update this thread when I evaluate the replacement.

Mike

idata · ‎11-04-2016

Hello Turner8744:

Perfect, no problem at all, once you get the replacement NUC please let us know if the problem got fixed and the NUC is working properly.

Any questions, please let me know.

Alberto

idata · ‎11-26-2016

I am finally in the process of replacing this computer.

Case # : 01950033

idata · ‎11-29-2016

Hello Turner8744:

Perfect, excellent, great news, Intel will be able to further assist you to complete replacement process of the NUC.

Regards

Alberto

idata · ‎12-16-2016

I received the replacement today. I will start testing it with two monitors today or tomorrow.

I installed the PY0058.BIO BIOS update.

idata · ‎12-19-2016

Hello Turner8744:

Perfect, thank you very much for much for letting us know that information.

Take your time and please let us know the results, the NUC should work just fine now.

Any questions, please let me know.

Alberto

idata · ‎12-23-2016

I used it for a few days and did not have any problems. The old unit would have bug checked in that amount of time. This issue appears to be resolved with the final solution being replacement under warranty.

idata · ‎12-23-2016

It bug checked again. This is the same issue. Intel Graphics Driver 4501. Driver and offset igdkmd64lp+11cd0

Do you have any other suggestions?

idata · ‎12-26-2016

Hello Turner8744:

Sorry to hear the problem remains.

At this point we can try all the troubleshoot steps that we did before on the previous NUC, a BIOS update to the latest version, install the graphics driver 4320 check cables and monitors.

Now, since we replaced the NUC and the problem remains, that indicates that the problem is related to something else, could be the SSD/Hard drive or operating system.

Do you have the option to test the NUC with a different SSD/Hard drive?

Did you try to re-install Windows from scratch?

Do you have the option for testing purposes to install a different version of Windows, maybe Windows® 8?

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

Any questions ,please let me know.

Alberto

idata · ‎01-03-2017

Hello Turner8744:

I just wanted to check if you were able to try the steps provided on the previous post and if the issue still persists or if it was resolved?

Any questions, please let me know.

Regards

Alberto