BSOD Predator G9-791

The last few weeks I have gotten a few blue screens with a stop code of SYSTEM_SERVICE_EXCEPTION and what failed of igdkmd64.sys. I'm running Windows 10 with all the latest updates. I never ran into this issue before the last few weeks. I was going to do a system restore to before this happened but it appears the restore points don't go back far enough. Any ideas what the problem might be? I updated the Intel Graphics Driver to 20.19.15.4352 (I didn't get this from the Acer website, I just did the update in the Device Manager - hopefully it was okay to go to this version) but I won't know if that fixed the problem until I've gone long enough without running into the issue (it only happens occasionally).

Thanks!

Accepted answers

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TomBailey3330

Hi. Can you boot your PC in safe mode?

If you can, open Event Viewer, and search for System Events from BugCheck. If you click on one of them, it will give you more information, including a traditional STOP code. Then Google the STOP code. The STOP code is more specific to the problem than the string of text on the Blue Screen itself.

TheMissingLink

It says the following:

The computer has rebooted from a bugcheck. The bugcheck was: 0x0000003b (0x00000000c0000094, 0xfffff8043c0571a1, 0xffff8a01d4231ba0, 0x0000000000000000). A dump was saved in: C:\WINDOWS\MEMORY.DMP. Report Id: abdf4012-e989-4627-8f89-7ee272ea358b.

The dmp file says the following towards the end:

Probably caused by : igdkmd64.sys ( igdkmd64+2c71a1 )

Does it appear the Intel driver would be causing this? I didn't make any changes to the driver before this started happening. As I stated in my original message, I updated to the latest version of the driver after this latest crash happened.

Thanks!

IronFly

try this:

from device manager

click on display adapters

right click your Intel graphic

choose to uninstall and uninstall software too if asked

reboot

then let windows re-install drivers

TheMissingLink

I uninstalled and let Windows reinstall the Intel graphics driver. I likely won't know for a week or so if it works since it doesn't happen daily.

Thanks!

TheMissingLink

Unfortunately this did not resolve my problem. I got the blue screen the last 2 days. For whatever reason a dmp file wasn't created for yesterday's crash, but there was one today. It says:

BugCheck 3B, {c0000094, fffff804d7ba9bab, ffff9e01b6895b90, 0}

Page 887af7 not present in the dump file. Type ".hh dbgerr004" for details
Page 887af7 not present in the dump file. Type ".hh dbgerr004" for details
Page 88ffeb not present in the dump file. Type ".hh dbgerr004" for details
Page 88ffeb not present in the dump file. Type ".hh dbgerr004" for details
Page 89014a not present in the dump file. Type ".hh dbgerr004" for details
Page 89014a not present in the dump file. Type ".hh dbgerr004" for details
Page 886eaf not present in the dump file. Type ".hh dbgerr004" for details
Page 886eaf not present in the dump file. Type ".hh dbgerr004" for details
Page 4725 not present in the dump file. Type ".hh dbgerr004" for details
Page 4725 not present in the dump file. Type ".hh dbgerr004" for details
*** ERROR: Module load completed but symbols could not be loaded for igdkmd64.sys
Page 1080 not present in the dump file. Type ".hh dbgerr004" for details
Page 1080 not present in the dump file. Type ".hh dbgerr004" for details
Page 1080 not present in the dump file. Type ".hh dbgerr004" for details
Page 1080 not present in the dump file. Type ".hh dbgerr004" for details
Page 1080 not present in the dump file. Type ".hh dbgerr004" for details
Page 1080 not present in the dump file. Type ".hh dbgerr004" for details
Probably caused by : igdkmd64.sys ( igdkmd64+2c9bab )

Followup: MachineOwner

Any ideas what might be causing this?

Thanks!

IronFly

Intel graphic drivers

IronFly

One thing to try is to download intel drivers update software and check if a new driver is available, uninstall the inte graphic drivers, disable windows drivers auto update and the install the latest graphic driver.

TheMissingLink

There is an update available. I followed your steps and when I try to install the driver I get an error that says "This computer does not meet the minimum requirements for installing the software."

IronFly

There are hundreds of discussion with your BSOD but no one seems to have found a good solution.

Some suggested to refresh or re-install windows 10, probably this will help to narrow if it's a software or hardware issue.

Ario

Same issue here, G9-571 with 970M.

Will look into the http://www.nirsoft.net/utils/blue_screen_view.html

TheMissingLink

It appears I was able to solve my problem by manually updating to the latest Intel drivers that work with the Intel Graphics card on my computer. I did get an error when I first tried to update, I believe saying it wasn't compatible even though it was, so I searched how to bypass that error and was able to update to the latest graphics driver. It's been a while and I haven't had that issue happen.

Ario

Seems that using the HDMI out (to my Philips bdm4065uc monitor) instead of the DP (DisplayPort) out, helps ... not sure if this is just a coincidence.

Still not getting any audio from the speakers (headphone out does work), see my other post at https://community.acer.com/t5/Predator-Laptops/G9-591-no-audio-from-speakers-Win-10-0-14393