"Material Error" issue igdkmd64.sys

Solved

yonce Posted messages 279 Status Member -
yonce - 14 Sep 2017 at 14:14

Hello,

I have this hardware issue with my brand new laptop

Do you have any idea what the problem might be?

Configuration: Windows / Edge 15.15063

12 answers

Answer 1 / 12

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Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712

Hello,

According to the message, it's an Intel driver that's crashing, specifically the Intel graphics card driver igdkmd64.sys (I've added it to the title of your message).
Check if any Intel updates are available
=> Intel driver updates.

Please press any key to continue the disinfection...
2
1. yonce Posted messages 279 Status Member 14
  
  I went through the "Intel(R) Driver Update Utility" but after starting the detection it tells me "No drivers were detected for your product."
  
  0
  1. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712 > yonce Posted messages 279 Status Member
    
    What model is the computer?
    
    Does the crash occur when you play?
    
    0
  2. yonce Posted messages 279 Status Member 14 > Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention
    
    Model hp 15-au116nf
    When I’m watching a video online with Edge or Mozilla.
    
    0
  3. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712 > yonce Posted messages 279 Status Member
    
    Is it the same as this one: https://forums.commentcamarche.net/forum/affich-34828923-probleme-windowsmodulesinstallerworker?
    
    0
Answer 2 / 12
yonce Posted messages 279 Status Member 14

Yes!
Given that I am almost convinced that there is no hardware issue, I have the weekend to find the problem, otherwise it will go back to HP on Monday but I don't want that because they will just reinstall Windows 10 and the problem will still be there.
So I'm trying to find the problem before Monday. I reinstalled Windows 10 this morning and I haven't touched anything except for connecting to Wi-Fi and installing Mozilla. It has only updated so far to this
0
1. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712
  
  Did you run the DISM correction?
  You create a new topic every time and it's not easy to keep track.
  
  0
2. yonce Posted messages 279 Status Member 14 > Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention
  
  Yes, I know, I'm sorry, I didn't think there could be a connection, and I'm getting a bit lost with this PC because I've had it for 2 months, and I've been spending my time trying to resolve this issue.
  I ran the DISM correction yesterday, but I can't even remember if I tried to check the video problem.
  However, this morning after reinstalling W10, no, I didn't run the DISM correction.
  
  0
3. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712 > yonce Posted messages 279 Status Member
  
  If you have reinstalled Windows 10 and it crashes immediately.
  It's probably a faulty driver with the Windows 10 Creators Update.
  
  Have you contacted HP support?
  They may have a beta driver or know about this problem.
  
  0
4. yonce Posted messages 279 Status Member 14 > Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention
  
  Yes, I contacted HP, they even took control of my PC but just did some useless driver verification via Device Manager (nothing normal) and updated the BIOS without checking if it was up to date even though I had just updated it.
  And they told me they would pick up the computer on Monday for 3 weeks, but I think gentlemen, we are just going to do a factory reset of Windows.
  
  I found this: https://support.hp.com/fr-fr/drivers/selfservice/hp-pavilion-15-au100-notebook-pc/12499208/model/15510098
  
  0
5. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712 > yonce Posted messages 279 Status Member
  
  What model is the graphics card?
  We should install other drivers to see.
  
  0
Answer 3 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

Press Windows + R
Type --> devmgmt.msc and OK.

Provide the hardware ID of the device
It should look something like this as an example:
--> PCI\VEN_1969&DEV_1026&SUBSYS.......
If needed, check --> here
Post the ID in your next message.

--
Human beings are at their best when things are at their worst.
0
1. yonce Posted messages 279 Status Member 14
  
  - Battery number: ACPI\VEN_PNP&DEV_0C0A
  
  - Intel GPU number: PCI\VEN_8086&DEV_5916&SUBSYS_8216103C&REV_02
  
  I provided the first number because there are other values below it.
  
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Answer 4 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

Download and install --> 7Zip 64 bits

Download this driver --> Intel
and put it in your documents.

Right-click on --> sp81513.exe
Choose --> 7Zip
Choose --> extract to "sp81513\"

Go to device manager
Right-click on the device in question
Update driver
Search for a driver on my computer
Browse
Go to your documents
Go to the unzipped driver folder --> sp81513
Select the folder --> Graphics
OK, next
Restart

--
The human being is at its best when things are at their worst.
0
1. yonce Posted messages 279 Status Member 14
  
  Manipulation done but unfortunately crashed after 3 minutes.
  
  0
Answer 5 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

Go to Device Manager
Right-click on the Intel graphics card
Uninstall (including all drivers)

Right-click on Start
Control Panel
Programs and Features
Uninstall everything related to Intel video, display driver, etc...
Restart the PC.

Try this one --> Intel

Right-click on --> 20889410_....cab
Choose --> 7Zip
Choose --> extract to "20889410.....\"

Go to Device Manager
Right-click on the device in question
Update driver
Browse my computer for driver software
Browse
Select the unzipped driver folder --> 20889410_....
OK, next
Restart

--
The human being is at its best when things are at their worst.
0
1. yonce Posted messages 279 Status Member 14
  
  It still doesn't work, but I'm sure it's not a graphics driver issue for several reasons.
  
  I have no problems with the PC plugged into the mains + WIFI
  I have no problems with the PC connected via ADSL cable and not WIFI (On mains or battery)
  
  0
Answer 6 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

I have this hardware problem with my brand new laptop

For a new laptop, this is not normal, so use the warranty.

Good luck.

--
Humans are at their best when things are at their worst.
0
1. yonce Posted messages 279 Status Member 14
  
  I already sent it back to Cdiscount, but they didn't find anything. They just did a factory reset.
  As for HP, it’s shameful to have customer service like theirs, but they only offer to send it back and do a factory reset again.
  The problem is that the PC works fine on mains power and connected via ADSL without any issues, so do you think there could be a conflict between the Wi-Fi card and the battery?
  
  0
Answer 7 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

Can you remove the battery?

If so, turn off the PC.
Unplug the charger from the wall outlet
Remove the battery
Press and hold the on/off button for about 40 seconds
Reinsert the battery
Plug the charger back into the wall outlet
Start the PC.

Human beings are at their best when things are at their worst.
0
1. yonce Posted messages 279 Status Member 14
  
  Yes, I can remove the battery, but I have to take the laptop apart. I opened it yesterday to check for dust or any other issues, it took me 5 minutes.
  Should I try your method with this type of battery built into the laptop?
  
  0
2. yonce Posted messages 279 Status Member 14
  
  I haven't had an issue all day while I've been testing videos since this morning, in addition to the tests already conducted over the past few days.
  On mains power (+WIFI) and on ADSL cable (+battery)
  
  0
Answer 8 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

If everything is okay, mark the subject as resolved.

--
Human beings are at their best when things are at their worst.
0
1. yonce
  
  No, it's always the same. I was just asking if I could use your battery tip with an incorporated one? And I was explaining the circumstances under which the videos don't lag.
  
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2. kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685
  
  Yes.
  
  0
  1. yonce Posted messages 279 Status Member 14 > kaneagle Posted messages 86288 Registration date Status Moderator Last intervention
    
    I just did your battery manipulation and unfortunately it crashed after 2 minutes.
    
    0
  2. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712 > yonce Posted messages 279 Status Member
    
    try the drivers I provided above: https://forums.commentcamarche.net/forum/affich-34838934-probleme-erreur-materielle-igdkmd64-sys#16
    
    After that, it could be a hardware issue.
    
    0
  3. yonce Posted messages 279 Status Member 14 > Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention
    
    I thought of a hardware problem but I can't find any logic
    
    - Wifi + battery = does not work (and it doesn't take more than 2/3 minutes for the bug)
    - Wifi + power = works
    - ADSL cable + battery = works
    
    Regarding power, WIFI, ADSL cable, and battery, I see no logic except for a battery/WIFI conflict.
    
    I will try the drivers mentioned above; do I need to download the zip file under "I am not a robot"?
    
    However, another indicator is that I changed in the Nvidia settings the "auto select" of the GPU to the Nvidia one and the problem remains the same, so it's another clue that there may not be a driver issue.
    
    0
Answer 9 / 12
yonce Posted messages 279 Status Member 14

When I try to update with the drivers from your Malekal list, I get this message

I think I have 3 options left:

- I use the PC in desktop mode (super great, I’m really happy)
- I send the PC back while being almost sure they won’t change anything
- I find a reseller who can find the solution and it’s on me
0
1. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712
  
  Yeah... for the solutions :/
  
  0
  1. yonce > Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention
    
    The PC started working again this morning!
    So, I have an old desktop PC running XP, but I can't access the internet with it. Do you have any tips to help me out with this PC while I wait for the other one?
    
    0
Answer 10 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

Hello,

Go to Start
Run
Type --> devmgmt.msc and OK.

What do you have under Network Adapters?

What is the brand and the exact model number of the PC?

--
The human being is at its best when things are at their worst.
0
1. yonce Posted messages 279 Status Member 14
  
  As mentioned above, the PC was sent back to HP this morning.
  
  0
Answer 11 / 12
kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685

The question was about XP.

--
Human beings are at their best when things are at their worst.
0
1. yonce Posted messages 279 Status Member 14
  
  Oops I’m sorry I thought you were talking about the HP my bad :)
  The other person's issue comes from the fact that there’s a version of Firefox ecr or something like that so some pages aren’t displaying.
  I’ll post the info you asked for as soon as I have access to the PC.
  
  0
2. kaneagle Posted messages 86288 Registration date Status Moderator Last intervention 14 685
  
  Check also if the date and time are up to date.
  
  0
  1. yonce > kaneagle Posted messages 86288 Registration date Status Moderator Last intervention
    
    Hi,
    
    So everything is working pretty much to help me out until the HP arrives.
    Thanks for your help!
    
    0
Answer 12 / 12
yonce Posted messages 279 Status Member 14

Hello,

I just picked up my PC, but there is a report with it and I would like to know what they did to it.

Do you understand anything?

Thank you in advance.
0
1. Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention 24 712
  
  They reinstalled Windows and may have replaced something, but it's not very clear.
  "Replacement - primary cause".
  
  0
  1. yonce > Malekal_morte- Posted messages 178136 Registration date Status Moderator, Security Contributor Last intervention
    
    Yeah, that's why I'm asking the question because I don't understand anything :)
    I was thinking about the Nvidia GPU but I have my doubts. Plus, I don't understand the SECR/ECN - software fix.
    Well, I'm going to reinstall W10 without the HP software, etc., and we'll see.
    However, I can't find your link for a clean installation of W10 anymore.
    
    0

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