bsod with igdkmd64.sys error

[BRons]

I am getting the BSOD 0x03B and says the igdkmd64.sys, at AddressFFFFFF880054EB772.

It is the same issue that Lenovo, HP are having on the new high end laptops all with Intel HD Graphics 530.

I am on a Dell Latitude E5470, adn E5570.

The customers are all using WebEx or doing hifgh usgae video graphics, which is why I think the issue was to Uninstall and reinstall the Video driver, that worked.

For 3 weeks and then the same error.

I tried a unconventional approach, I went to another model of the exact samen as the Dell that was BSOD, I copieds the (igdkmd64.sys) from a the same model, that had not blues screened.

And moved it into the C:\windows\system32\drivers and the 5 people I have done this to,have yet to repeat the BSOD, even dioing the exact same things, sharing screen, using Web cam hosting multiple users, and not 1 has BSOD.

Now the file is from another see attached, and not always a newer sys file, some times older.

Using LSoftTechnologies Tool there is the 2 SYS files and they a ere opened in the view of the MFT record, so it beaks down the file, and it is interesting, because they are both

@

here is a few Images from the Software recovery Tool. Does any one have answer as to why the krnl file for the Intel 530 can reolve in such an unusual way?

[idata]

Hello 77567Brian,

We currently have several Intel® HD Graphics 530 systems running, but none of them have shown this error. You basically narrow the issue to that computer, from my end I recommend using the latest Intel® HD Graphics driver which you can find here https://downloadcenter.intel.com/product/88345/Intel-HD-Graphics-530 Downloads for Intel® HD Graphics 530, and this method for the installation; http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html Manually Install an Intel® Graphics Driver in Windows® 10 and Windows... . One more thing you could try is reinstalling the operating system, if the issue persists you may want to contact your computer manufacturer to check for a replacement or to find a workaround since it's possible that they are aware of the situation and can provide more troubleshooting steps.

Regards,

Amy.

[NWoźn]

Same problem here.

Lenovo t460p with onboad graphics intel hd 530.

BSOD during sharing screen webex.

http://textuploader.com/d1pl1 http://textuploader.com/d1pl1 log

[idata]

OwX, what is your Intel® HD Graphics driver version?

Regards,

Amy.

[NWoźn]

We've tested more versions but now it's:

21.20.16.4552

[idata]

Have you tried version .4590; https://downloadcenter.intel.com/download/26563/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88345 Download Intel® Graphics Driver for Windows* [15.45]?

Regards,

Amy.

[NWoźn]

21.20.16.4552 and 20.19.15.4483 BSOD during webex session.

Do You think this driver can help?; https://downloadcenter.intel.com/download/26563/Graphics-Intel-Graphics-Driver-for-Windows-15-45-%3Fproduct%3D88345 https://communities.intel.comhttps://downloadcenter.intel.com/download/26563/Graphics-Intel-Graphics-Driver-for-Windows-15-45-%3Fproduct%3D88345

[idata]

That version is the same I mentioned on post # 5.

What did WebEx have to say about this issue? Have they recommended an specific driver?

Regards,

Amy.

[JKeic]

I too am experiencing the same exact WebEX issues you are. I have an HP Elitebook 840 G3 and have tried all versions of Intel Graphics drivers. If I uninstall the Intel Graphics Drivers and go back to one monitor I do not get any panics with the igdkmd64.sys. The only time it would BSOD is when I share my screen on my "non primary monitor" which happends to be connected via DP port on the HP docking station (HDMI cable).

I cannot find anything from WebEX regarding this issue.

[idata]

arizonavol16, have you reported this to WebEx support?

Regards,

Amy.

[GHubb]

I have reached out to Dell and Cisco (webex). Cisco right off the bat said it was a Dell problem. Dell said it was a driver issue, i've updated to the latest Dell and Latest Intel drivers, both still cause the BSOD when using webex (our users experience a crash only when sharing and presenting). Webex is no help at all.

Dell's final response :

"

I was able to conduct further research and see where the faults stand.

The thread started on Intel's website indicates that it was happening in the industry as a whole and not solely Dell specific as it is happening on Lenovo and HP systems as well.

When it comes to the driver issues on the skylake chipset, Intel writes these drivers and then provides them to us as we do not write them ourselves. With that being said, we don't really have a way to correct the drivers on our end and the issue is between intel and Cisco themselves.

I apologize that you're experiencing this issue however it needs to be dealt with the manufacturer of the software as well as the manufacturer who created the drivers in the first place. "

cisco has their own page on the issue:

https://help.webex.com/docs/DOC-6352 https://help.webex.com/docs/DOC-6352

this states that Microsoft is working on a fix; cisco has known for over a year, yet no resolve on their end.

We as a consumer / customer suffer from their lack of support/compassion and pass the blame onto others.

[idata]

We are aware that Microsoft is working on this matter, and from my end I can provide a work around that has shown positive results already, which involves enabling Mouse Trailing on the affected system(s). This can be configured through the "Mouse properties" window. The pointer trail has a configurable length. To minimize the impact, using the shortest length is suggested.

The mouse trailing feature can also be configured via the registry. The feature is under key "HKEY_CURRENT_USER\Control Panel\Mouse.

The settings are as follows:

- Disable Mouse Trails: Set "MouseTrails" equal to 0 or 1.

- Enable Mouse Trails: - Set "MouseTrails" to a number between 2 (shortest) and 7 (longest).

Regards,

Amy C.

[SOfTw]

Amy C. this fixed worked for 2 of my users on Lenovo T460S Laptops. You are my hero.

[idata]

SingleMomOfTwo, that's is really good to hear! Hopefully it can help other peers now that you confirmed it worked for you.

Regards,

Amy C.