Windows 10: system_thread_exception_not_handled: what failed: igdkmd64.sys

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  1.    24 Sep 2017 #31

    Thanks for the tips on starting in Safe Mode (I thought it was tap F8).

    I followed your instructions and according to Device Manager, I am now running the "older" driver (9.17.10.3517). I turned the system on about 90 minutes ago. Of course, the system seems to be running fine. I'm going out for a while and will leave the unit on.

    If I ever want to "update" the video driver (back to 9.17.10.4459) do I simply go back into Device Manager and click on "Update?"
      My ComputerSystem Spec


  2. Posts : 8,721
    windows 10 professional version 1607 build 14393.969 64 bit
       24 Sep 2017 #32

    The last bsod mini dump was from 9/21/2017.
    Anytime that you have a bsod please post a new zip:
    BSOD - Posting Instructions - Windows 10 Forums

    See this link when you consider updating a driver:
    Updating a driver: Updating a driver. - Microsoft Community

    What is you progress with the Intel support and the Intel processor diagnostic tool (IPDT)?

    Download and install the Intel driver support assistant:
    Intel Driver and Support Assistant

    Please open safe mode with networking (see prior link)
    Open the Dell website to find the latest bios.
    Download and install the latest bios.
      My ComputerSystem Spec

  3.    24 Sep 2017 #33

    Attached is the minidump file as per request.

    I am currently overwhelmed with downloads to do this and that. I see the driver I rolled back/uninstalled from is now back again, the Intel driver and support assistant I downloaded says I have no intel products and Dell Support has not sent me a registration email although I have no clue what category I was to put in for to begin with to use a tool that I don't have an idea what it would do.

    You want me to update the BIOS. Could you tell me why? Could you tell me what might happen if the system crashed during this BIOS update? Can you guess whether this BSOD might be hardware related?

    I will review the posts tomorrow and try and complete all remaining tasks.
    system_thread_exception_not_handled: what failed: igdkmd64.sys Attached Files
      My ComputerSystem Spec


  4. Posts : 8,721
    windows 10 professional version 1607 build 14393.969 64 bit
       24 Sep 2017 #34

    For everything there are probabilities.
    Rarely is anything 100%.
    Safe mode turns off most drivers and should allow you to have some comfort in updating the bios.

    Before updating the bios you can also create a back up image:
    Use Macrium to create a back up image and place that image onto another drive or into the cloud:
    Macrium Software | Your Image is Everything

    Create a brand new restore point:
    https://support.microsoft.com/en-us/...-restore-point


    Safe mode in Win 10 - Microsoft Community


    Intel has support for their software.
    There is a tool that they have called Intel processor diagnostic tool (IPDT).
    When you had attempted to install it there were requirements for the software to run the tool.
    These requirements were not met and the installation failed.
    What progress have you made with an Intel support ticket so that you can run this tool on the computer?
      My ComputerSystem Spec

  5.    24 Sep 2017 #35

    The dump file from the 23rd is still reporting a problem with the graphics driver, try using the latest driver from Intel for your integrated gpu.
      My ComputerSystem Spec


  6. Posts : 8,721
    windows 10 professional version 1607 build 14393.969 64 bit
       24 Sep 2017 #36

    @Spectrum The driver was rolled back and the exact time of the roll back is unclear. The problem may still be with the driver before roll back. If you have detailed information on the timing please post that in the thread so that is clearer. The plan was to stress test the drivers whether it is the newest or the roll back to find the most stable driver. The OP is working on the Intel software with Intel to have software to test the Intel CPU and GPU and once that is complete the GPU can be tested again with FurMark.



    Utility Tools

    Contact Support

    Please submit an Intel support ticket so that you can install the Intel Processor Diagnostic Tool (IPDT) on the computer to test the CPU and GPU.

    Please update us on the progress.
      My ComputerSystem Spec

  7.    24 Sep 2017 #37

    First, I am very appreciative of you and your colleagues contributing your expertise in helping computer novices fix problems.

    But, do you realize virtually EVERYTHING you ask me to do requires that I first read, research what I'm doing and even then I run into issues. Intel support required three efforts just to get a "verification link" to get to a forum I had no clue on regarding how to even post a damn question and frankly I wasn't certain I was in the right forum.

    I uninstalled a driver and it apparently miraculously came back, but I've not a clue on how or why. You want I should get Macrium. Do I press download and double click the exe and stick in a thumb drive? Or do I have to do a bit more research? See my point?

    I'm not learning anything of substance and have absolutely no concept if we're any closer to resolving this BSOD or if in fact it is even software resolvable. Maybe I need to go back to a PCs for Dummies.

    Sorry to rant, and in a better light, there are any number of useful insights just in this thread, eg. using Safe Mode, some drives, some tools, admin rights. It is just all becoming overwhelming tonight.
      My ComputerSystem Spec


  8. Posts : 8,721
    windows 10 professional version 1607 build 14393.969 64 bit
       24 Sep 2017 #38

    For the Intel website do not use the forum and use the email/chat/ or telephone support so that you get direct help for you situation.
    If you attempt another install of IPDT it may display the missing requirements. It it does that we may be able to troubleshoot while you are awaiting an email reply from Intel.
    Intel has in addition chat and telephone support that is free: Contact Support

    For Macrium you should use the free edition. It is to give you the additional security so that you can update the bios.
    On this website Macrium is highly recommended for all computers as it add layers of safety in case there is boot failure, malware, etc.
    Windows 10 Recovery Tools - Bootable Rescue Disk - Windows 10 Forums
    Troubleshoot Windows 10 failure to boot using Recovery Environment Windows 10 General Tips Tutorials
    Safety measures to start / boot / repair Win 10? - Windows 10 Forums
      My ComputerSystem Spec


  9. Posts : 2,867
    64bit Win 10 Pro ver 1709 Build 16299.64
       25 Sep 2017 #39

    mrag said: View Post
    First, I am very appreciative of you and your colleagues contributing your expertise in helping computer novices fix problems.

    I uninstalled a driver and it apparently miraculously came back, but I've not a clue on how or why.
    As volunteers we do what we can to help but I am not always able to respond straight away. You will often get different analysts who each have a different approach and this be quite difficult for you as you get a range of possible solutions presented to you.

    My advice is to wait and see what happens next - you do not have to do everything you are asked to do if it feels you are being asked to perform tasks outside of your comfort zone or level of expertise - just say so and we will adjust our approach if it is possible.

    Based on the history the BSOD events seem to be strongly related to the graphics driver, if the newer driver is back again then you will probably get a new BSOD. Post the logfiles if this happens and we can confirm this. The reason your driver was restored again is that Microsoft will always give you the most upto date drivers that it thinks you should have. You have to turn off the updating of drivers by Microsoft to avoid this. You were told how to do this in post #20 by @zbook. I'm not sure if you did this or not?

    Hope this helps.
      My ComputersSystem Spec

  10.    25 Sep 2017 #40

    Spectrum said: View Post
    The dump file from the 23rd is still reporting a problem with the graphics driver, try using the latest driver from Intel for your integrated gpu.
    Unless I missed something, which is quite possible, the link you provided is for a 32 bit system driver Win 8.1 15.28.24.4229. I am currently using Win 10 and 9.17.10.4459 with an effort to roll back to 9.17.10.3517
      My ComputerSystem Spec


 
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