Windows 10: system_thread_exception_not_handled: what failed: igdkmd64.sys

I will try and cover several different things here, please bear with me.

I do not know a thing about installing Intel graphics driver (or BIOS) on a Dell. Are they self installing? (meaning I simply download and double click an exe file or something like that.)

Reliable counsel provided to me elsewhere strongly hinted that intermittent BSOD would suggest hardware problem and the hardware could be in cooling, video card, etc. that could take a while to resolve.

For anyone following this thread now or later, I believe you meant HEALTH as in "restorehealth"

Oddly enough, I bought the pc 360 days ago and the vendor had given a "one year warranty" at the time. When I spoke with the vendor to confirm, they said "no problem, return pc, we'll check and repair or replace, no charge except shipping in." They provided an RMA which was to be used within 5 days. I was prepared to take on a strictly software issue (and continue to annoy everyone here with dumb questions *Wink ), but I was not prepared to take on a hardware issue especially on a low cost machine and one covered by the vendor.

I did have some reservations how the vendor might react if I now played with the video drivers and BIOS. Realize the BSOD might not show up for 3 days or more-how to diagnose that and believe a repair made?

That was my reasoning anyway and it made a lot of sense to me. I've just shipped off the pc with fingers crossed and hope I have not ruined my welcome here. I don't do big stuff on pcs anymore, but I'm continually using them and incredibly appreciative of everyone's help and expertise.

 

Can you specify the "bad stuff" in greater detail?

 

What's been happening with my randomly appearing BSOD during operation. Previously I sent off the Dell (because under "warranty"). The day after receiving the pc, the vendor shipped it back to me supposedly with a NEW hard drive and a NEW installation of Win10! Two days after getting the pc back and reinstalling some software, I got the BSOD again while only running Firefox (no other programs). I did not reinstall the printer.

1) So as suggested, Win10 was reinstalled into a new HD as was FireFox
2) I could NOT do the suggested 'video driver update' as when I tried, I got the message my unit "does not meet minimum requirements for installing the software."
3) As suggested I ran as admin "sfc /scannow" which took over 30 minutes and as soon as finished immediately disappeared from the screen. Thus I am at a loss to post any results.
4) I ran a Dell 'diagnostic' test on video card which showed "no errors."
5) I have not tried to update the BIOS. The update supposedly only addresses a security issue and if I got another BSOD during the BIOS update, I think I would be really screwed.

I am really open to suggestions (and very curious) on fixing this issue. Thank you

 

So you received the computer with a replaced HD.
Then reinstalled windows using a bootable windows 10 iso or some other method?
Was the attempted video card installation immediately after the clean install?
Which video card?
What was the source of the new driver?
Sfc /scannow should take < 30 minutes.
Were you able to run dism /online /cleanup-image /restorehealth?
Please post the hyperlink into the thread for the webpage to view the dell drivers for your computer's configuration and operating system.

Please post a new zip:
BSOD Crashes and Debugging - Windows 10 Forums

 

The vendor installed the new HD and installed Win10.

There was NO video card installation

Spectrum (post #5) supplied the source for the "new (video) driver", the link is there

"Sfc /scannow" could have taken less than 30 minutes. The point was the command window with any results vanished after it ran. I have no idea what happened to it. Same thing happened with "dism /online /cleanup-image /restorehealth" when it was run (also as admin), the window disappeared immediately after finishing.

The following is the Dell link for the drivers THEY (Dell) suggested for this particular pc:
Support for OptiPlex 790 | Drivers downloads | Dell US


The latest zip file is attached. (I assume the file is identical to my #3 post files)

 

With the new clean install of windows 10 10.0.15063 there was 1 BSOD mini dump file.
When the file was debugged it displayed the Intel graphics as the misbehaving driver.
The Dell website indicated that there are no drivers for windows 10 so all drivers are unsupported by Dell.
The latest driver that Dell supported was in 2014 for windows 8.1: Version:9.17.10.3517 ,A15

Perform the following steps:
1) Update the bios: A18 > A19
2) Modify Windows so that it does not install non-Microsoft drivers
Enable or Disable Driver Updates in Windows Update in Windows 10 Windows 10 Windows Update Activation Tutorials
3) Roll back the Intel video card driver: 9.17.10.4459 > 9.17.10.3517

4) Open administrative command prompt and type:
5) sfc /scannow
6) dism /online /cleanup-image /restorehealth
7) chkdsk /scan
8) When these have completed > right click on the top bar or title bar of the administrative command prompt box > left click on edit then select all > right click on the top bar again > left click on edit then copy > paste into the thread






Code: BugCheck 1000007E, {ffffffffc0000005, fffff80355758a88, ffffa380311a7988, ffffa380311a71d0}Probably caused by : igdkmd64.sys ( igdkmd64+c8a88 )[/quote] Code: 9/21/2017 11:39 AM Windows Error Reporting Fault bucket AV_igdkmd64!GmmMemcpyFromGfxMemory, type 0 Event Name: BlueScreen Response: Not available Cab Id: 29be9f82-8868-40d9-a74d-432ef8c27a54 Problem signature: P1: 1000007e P2: ffffffffc0000005 P3: fffff80355758a88 P4: ffffa380311a7988 P5: ffffa380311a71d0 P6: 10_0_15063 P7: 0_0 P8: 768_1 P9: P10: Attached files: \\?\C:\windows\Minidump\092117-25781-01.dmp \\?\C:\Windows\Temp\WER-51187-0.sysdata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8D57.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8D68.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8DC7.tmp.txt These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_1000007e_ce91c29c25b449717d4587fd63c4ac1248f84_00000000_cab_0dde3946 Analysis symbol: Rechecking for solution: 0 Report Id: 5bfdb2ab-0308-4145-bf32-4a5915d88b28 Report Status: 268435456 Hashed bucket:9/21/2017 11:39 AM Windows Error Reporting Fault bucket LKD_0x141_Tdr:6_IMAGE_igdkmd64.sys, type 0 Event Name: LiveKernelEvent Response: Not available Cab Id: 1fb59822-7fd8-4927-9d48-2a4029aed5b7 Problem signature: P1: 141 P2: ffff920178c89010 P3: fffff8035569fd10 P4: 0 P5: 0 P6: 10_0_15063 P7: 0_0 P8: 768_1 P9: P10: Attached files: \\?\C:\windows\LiveKernelReports\WATCHDOG\WATCHDOG-20170921-0736.dmp \\?\C:\Windows\Temp\WER-51187-0.sysdata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER83E0.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER875B.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER87F8.tmp.txt \\?\C:\Windows\Temp\WERD45.tmp.WERDataCollectionStatus.txt These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_141_6bf1e0c4404797daf5df76b2c9f5554522babad_00000000_cab_0dde0edb Analysis symbol: Rechecking for solution: 0 Report Id: b02efd85-31e7-4d44-9b29-d9e2eaf9af4e Report Status: 268435456 Hashed bucket:9/20/2017 8:40 PM Windows Error Reporting Fault bucket LKD_0x141_Tdr:6_IMAGE_igdkmd64.sys_GEN6_DX10_BBHANG, type 0 Event Name: LiveKernelEvent Response: Not available Cab Id: 35e10087-ea4c-4253-8aa2-e765945e9ce2 Problem signature: P1: 141 P2: ffffb2042d714010 P3: fffff80e926efd10 P4: 0 P5: 680 P6: 10_0_15063 P7: 0_0 P8: 768_1 P9: P10: Attached files: \\?\C:\windows\LiveKernelReports\WATCHDOG\WATCHDOG-20170920-1640.dmp \\?\C:\Windows\Temp\WER-63374718-0.sysdata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER103C.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER105E.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER106E.tmp.txt \\?\C:\Windows\Temp\WER2F8D.tmp.WERDataCollectionStatus.txt These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_141_6a58bb77404736f320b4859c6654dc40ed9f87b_00000000_cab_09cf3103 Analysis symbol: Rechecking for solution: 0 Report Id: c10092ca-d2eb-46ee-a5e7-ad604f94ed7d Report Status: 268435456 Hashed bucket:9/20/2017 8:40 PM Windows Error Reporting Fault bucket LKD_0x141_Tdr:6_IMAGE_igdkmd64.sys_GEN6_DX10_BBHANG, type 0 Event Name: LiveKernelEvent Response: Not available Cab Id: 9dd54a80-6ed1-4289-8c81-accb7c45a9bc Problem signature: P1: 141 P2: ffffb2042e9964a0 P3: fffff80e926efd10 P4: 0 P5: 680 P6: 10_0_15063 P7: 0_0 P8: 768_1 P9: P10: Attached files: \\?\C:\windows\LiveKernelReports\WATCHDOG\WATCHDOG-20170920-1639.dmp \\?\C:\Windows\Temp\WER-63321859-0.sysdata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB5A9.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB5C8.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB5E8.tmp.txt \\?\C:\Windows\Temp\WERE5C2.tmp.WERDataCollectionStatus.txt These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_141_b850a58f6fe37ba35226057a679cc5921e7ac3d_00000000_cab_024ae7b5 Analysis symbol: Rechecking for solution: 0 Report Id: 634f7a89-834d-4db3-816f-279eb7c4ba9b Report Status: 268435456 Hashed bucket:[/quote] Code: Name Intel(R) HD GraphicsPNP Device ID PCI\VEN_8086&DEV_0102&SUBSYS_04AD1028&REV_09\3&11583659&2&10Adapter Type Intel(R) HD Graphics Family, Intel Corporation compatibleAdapter Description Intel(R) HD GraphicsAdapter RAM 1.75 GB (1,883,795,456 bytes)Installed Drivers igdumd64.dll,igd10umd64.dll,igd10umd64.dll,igdumd32,igd10umd32,igd10umd32Driver Version 9.17.10.4459INF File oem13.inf (iSNBD0 section)Color Planes Not AvailableColor Table Entries 4294967296Resolution 1920 x 1080 x 59 hertzBits/Pixel 32Memory Address 0xE0C00000-0xE0FFFFFFMemory Address 0xD0000000-0xDFFFFFFFI/O Port 0x00003000-0x0000303FIRQ Channel IRQ 4294967293I/O Port 0x000003B0-0x000003BBI/O Port 0x000003C0-0x000003DFMemory Address 0xA0000-0xBFFFFDriver c:\windows\system32\drivers\igdkmd64.sys (9.17.10.4459, 5.13 MB (5,382,856 bytes), 4/20/2016 4:21 PM)[/quote]
[BIOS Information (Type 0) - Length 24 - Handle 0000h]
Vendor Dell Inc.
BIOS Version A18
BIOS Starting Address Segment f000
BIOS Release Date 09/24/2013



Dell Optiplex 790 System BIOS Driver Details | Dell US


Code: Dell Optiplex 790 System BIOS This package provides the BIOS update for Dell OptiPlex 790 running in the following Operating Systems: Windows and DOS. Fixes & Enhancements Fixes: - Not applicable. Enhancements : - Updated Intel ME Firmware to address security advisory CVE-2017-5689 / INTEL-SA-00075. Version Version A19, A19 Category BIOS Release date 02 Jun 2017 Last Updated 02 Jun 2017 Importance Urgent Available formats File Format:Windows/DOS File Name:O790-A19.exe Download Type:HTTP File Size:5 MB Format DescriptionThis file format consists of a BIOS executable file. The Universal (Windows/MS DOS) format can be used to install from any Windows or MS DOS environment. Download File Add to download list To ensure the integrity of your download, please verify the checksum value. MD5: f7ac08752233c7c48824aff3273cfdd0 SHA1: 0cd7f8c02ee4c8dd84a738984a94097b4574f01f SHA-256: fe0d88f3897a8a881cb8782b69a55940cd325e379ee7dac0865e626c11d533a2[/quote]
Code: Video (1 file) Intel HD, HD 2000/2500/3000/4000 Graphics Driver (except Latitude XT3 tablet) View details File Name: Video_Driver_W74GJ_WN_9.17.10.3517_A15.EXE Importance: Optional Description: Update Package for Microsoft® Windows® (147.3 MB) Release Date: 04 Sep 2014 Version: 9.17.10.3517 ,A15 Last Updated:30 Oct 2014[/quote]

 

Much appreciate the guidance and help. The key question I have is: does this BSOD appear at this point to be a software or hardware issue? Just asking for an informed opinion/guess.

The current graphics driver (9.17.10.4459) was released in May 2016. No issues until Sept 2017 (about 17 months later). I will "roll back" the driver as you advised, but would point out the reseller's version of Win10 was reinstalled Sep 15, 2017 and on Sep 19 "driver service added." The Sep 19 date would coincide with when I did all "the updates" to Win10 after the new HD was installed. Presumably that means the latest driver was updated to 9.17.10.4459 at that time. The BSOD then appeared on Sep 21. I only point that stuff out as I am speculating and perhaps it hints at something for you.

As for sfc /scannow, etc. I started Task Manager > File > Run new task then checked "create task with admin privileges" and input sfc /scannow. It ran for about 14 minutes and the window disappeared. I did the same for restorehealth and it also disappeared. There was no window to copy and paste back into this thread. Am I missing something?

The pc has now been running quite fine for 6 hours and no BSOD.

 

Keyboard method to open administrative command prompt:
1) type: win + x (simultaneously)
2) type: a
3) type: alt + y (simultaneously)
The above three steps should open a box with title Administrator: Command prompt
When this box opens type or copy and paste these commands:
1) sfc /scannow
2) dism /online /cleanup-image /scanhealth
3) dism /online /cleanup-image /restorehealth
4) When these have completed > right click on the top bar or title bar of the administrative command prompt box > left click on edit then select all > right click on the top bar again > left click on edit then copy > paste into the thread


10 Ways to Open the Command Prompt in Windows 10

 

Very useful history and does support the theory that the change to the new driver on Sept 19 was the cause of the problem. If that is the case it should be very simple to rollback the driver in Device Manager if you get another BSOD (of course, if it is running fine now you can leave things as they are). Find the graphics/display entry in device manager and double click to open properties view. Look on the Driver tab to check that the driver is the 9.17.10.4459 one. There should be the option to rollback. Select this to revert to the earlier driver you had installed.

 

Properties indicates I am running video driver 9.17.10.4459 and I can "roll back" (the 'roll back' box is not grayed out). I have NOT done so yet as of course the system has been running perfectly all day. I will attempt "roll back" on the next BSOD.

(my apologies) I had trouble understanding how to get an 'admin command prompt' in Win10. What ultimately worked for me (in case there are others as dense as I am):
-Right click start window in lower left of screen
-Click on Task Manager
-Click on File
-Hold down Ctrl key and click on Run new task
'Administrator' will appear in Command prompt window along top if done correctly.

I subsequently ran the three programs you suggested and was able to copy results. There were seemingly NO problems. The results are included at the bottom of this post.

I am still reluctant to run the BIOS update at this time. This BSOD almost seems to appear once every other day. But IF it happens during BIOS update, couldn't that be a real problem? I'm inclined to think we save that as an action of last resort pending your council.

Sort of rhetorical. Can I be the only person with a Dell Optiplex 790 running Win10 that gets this intermittent BSOD? Just seems odd to me.

---------------------
Microsoft Windows [Version 10.0.15063]
(c) 2017 Microsoft Corporation. All rights reserved.

C:\windows\system32>sfc /scannow

Beginning system scan. This process will take some time.

Beginning verification phase of system scan.
Verification 100% complete.

Windows Resource Protection did not find any integrity violations.

C:\windows\system32>

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

Microsoft Windows [Version 10.0.15063]
(c) 2017 Microsoft Corporation. All rights reserved.

C:\windows\system32>dism /online /cleanup-image /restorehealth

Deployment Image Servicing and Management tool
Version: 10.0.15063.0

Image Version: 10.0.15063.0

[==========================100.0%==========================] The restore operation completed successfully.
The operation completed successfully.

C:\windows\system32>

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

Microsoft Windows [Version 10.0.15063]
(c) 2017 Microsoft Corporation. All rights reserved.

C:\windows\system32>chkdsk /scan
The type of the file system is NTFS.
Volume label is Windows.

Stage 1: Examining basic file system structure ...
207872 file records processed.
File verification completed.
4870 large file records processed.
0 bad file records processed.

Stage 2: Examining file name linkage ...
265664 index entries processed.
Index verification completed.
0 unindexed files scanned.
0 unindexed files recovered to lost and found.

Stage 3: Examining security descriptors ...
Security descriptor verification completed.
28897 data files processed.
CHKDSK is verifying Usn Journal...
36486032 USN bytes processed.
Usn Journal verification completed.

Windows has scanned the file system and found no problems.
No further action is required.

243325951 KB total disk space.
33105216 KB in 143071 files.
112144 KB in 28898 indexes.
0 KB in bad sectors.
319135 KB in use by the system.
65536 KB occupied by the log file.
209789456 KB available on disk.

4096 bytes in each allocation unit.
60831487 total allocation units on disk.
52447364 allocation units available on disk.

C:\windows\system32>

 

Download and install:
The Intel® Processor Diagnostic Tool: The Intel® Processor Diagnostic Tool

Please post an image of the results into the thread.
Take Screenshot in Windows 10 Windows 10 General Tips Tutorials

Please read this link:
FurMark - GPU Stress Test Windows 10 Performance Maintenance Tutorials

 

FWIW: Woke up early, started pc, started FireFox, my home page is Google, clicked on the latest doodle. Opened tab for my personalized My.Yahoo.com page. The 'usual' BSOD with same message as in title appeared. Elapsed time maybe 8 minutes. System shut down and restarted itself, seems to be running fine.

Went to install the suggested Intel Diagnostic Tool. During install received a pop up saying "the installation of Open CL 16.1.1 appears to have failed ..." however I continued the installation. The tool is now on my desktop, but I haven't run it being unsure about the "fail" part. What should I do? BTW, how long does it run for, sounded like 2 hours?

I think you want me to take a screen shot when the "Tool" finishes (if and when it runs at all) and post it back in HERE (not in the tips tutorial).

I've looked at the FurMark page, but have not pursued anything with it yet. Sounds like it could melt my system *Tongue

For right now, I'm inclined to (try and) ONLY roll back the video driver, not turning off Windows Updates and seeing what happens over next 2-3 days. Your thoughts?

I really don't understand the randomness of this BSOD. If it's software, shouldn't it crash on a more regular basis? As always, much appreciate the guidance.

 

Well, that wasn't much fun. I went into Device Manager > Display adapter > Intel HD graphics and then clicked on "roll back driver" which was NOT grayed out and looked active. On clicking it, I was given a pop up soliciting my reason why the roll back-I wrote BSOD and went back and clicked on "roll back driver" (from 9.17.10.4229).

Nothing happened.

I did a restart and checked Device Manager. Same driver although "Events" recorded "Driver service added" yada, yada at the time I clicked on roll back.

The "Roll back driver" option is now grayed OUT. I am at a loss on how to get to the earlier driver.

 

In post #26 there is are 2 windows. Can you display the requirements for the installation? Which requirements were met? Which requirements were not met? There was Fai in partial view so something was needed in the requirements that was not on the computer?

Intel has support:
Contact Support
Submit a ticket so that you can get help with the installation of their software.

Open safe mode with networking > open dell website > find driver to download > download to desktop > uninstall current driver > install new driver.

Updating a driver. - Microsoft Community

 

I cannot now get the two windows you reference however, I had written Went to install the suggested Intel Diagnostic Tool. During install received a pop up saying "the installation of Open CL 16.1.1 appears to have failed ..." however I continued the installation.

The driver prior to 9.17.10.4229 appears to be 9.17.10.3517 available here:
Intel HD, HD 2000/2500/3000/4000 Graphics Driver (except Latitude XT3 tablet) Driver Details | Dell US


Then follow your previous instructions: Open safe mode (F8 ?) with networking > open dell website > find driver to download > download to desktop > uninstall current driver > install new driver.

I have to run out now, may get to this later tonight or tomorrow morning.