Laptop stops (caused by driver dxgkrnl.sys)

[gwalker]

Hi

I have a Pavilion TS14 (Touchsmart) 14-n020se,  model f0f94ea, Product number: F0F94EA#ABV

Display adapters are Intel HD Graphics Family and Radeon HD 8670M.  

Drivers are up to date according to scans by the Radeon and HP utility

Running windows 10 home 64 bit single language with GB RAM.  Windows 10 was an upgrade from windows 8.1 that was shipped on the laptop

Every second or thrid day the laptop just stops.  Screen goes black.  There is no BSOD.  I have to restart.  The problem began in September 2016

I use BlueScreenView to read C:\WINDOWS\Minidump file.

Information says the crash is casued by driver dxgkrnl.sys

Heres the info below from  BlueScreenView.

I cannot seem to find a fix for this.

I have removed the RAM and reseated it, bot this didnt help

Thanks in advance for any help

PS, the touch screen stopped working not long after the w10 upgrade 

[sandytechy20]

@gwalker

This is a great location to get assistance! I read your post and see that you are getting blue screen with error message caused by driver dxgkrnl.sys. I would like to help you resolve this issue. 

Run hardware diagnostics to check for hardware failure.

Click here and refer the document to run diagnostics.

Update the graphics card and intel chipset driver.

Click here and enter the notebook model number to get the drivers.

Update the version of DirectX,

Click here to check how to install the latest version of DirectX.

Let me know how it goes.

I hope it helps and if you feel I have answered your question and concerns,

Please mark this post as a solution accepted and Kudos would also be appreciated.

Cheers.

[gwalker]

Hi thanks for your response

Please note that i am NOT getting a BSOD.  The laptop just stops with a black screen.  I use  BlueScreenView to read C:\WINDOWS\Minidump file which then tells me that i have a failure cause by dxgkrnl.sys.  See my initial post.

From the links you gave i downloaded the following based on my model number of f0f94ea

• Intel High-Definition (HD) Graphics Driver: sp72370.exe
• Nvidia: sp71979.exe
• Intel Chipset Installation Utility and Driver: sp66956.exe

The results were 

• Intel High-Definition (HD) Graphics Driver:  Message said  "Diver being installed is not validated for this computer. "
• Nvidea:  No compatible hardware found
• Intel Chipset Installation Utility and Driver: Installed finished quite quickly but but didnt ask for a reboot

Also DirectX installed is version 12 which is the latest according to Microsoft

Thanks

PS.  I have noticed that i am running BIOS F.00 and the latest on the support site is F.70.  Does that need updating?

[sandytechy20]

@gwalker

Thanks for the reply.

I appreciate your time and effort.

Yes please update the bios and let me the outcome of it.

And update the graphics card driver from device manger.

• In Windows, search for and open Device Manager.
• In the list of devices, expand the component you want to update.
• Right-click the device and select Update Driver Software.
• Click Search automatically for updated driver software.
• Follow the on-screen instructions to install the updated driver.
• Restart your computer to complete the installation of the updates.
• You can refer to this link for updating drivers from device manager.

If the issue is resolved and you appreciate my help,

Please click the "Accept as Solution" button and the "Thumbs Up".

Let me know how you make out.

Cheers.

[gwalker]

Hi 

Before i update the BIOS ( i have had bad experieneces in the past doing this on another HP laptop.  It fried my motherboard)

I see i have two graphic cards.

Could there be conflict of some kind?

In both cases i have attempted to update the drivers (Right-click the device and select Update Driver Software)  Windows tells me the drivers are up to date

Thanks

[sandytechy20]

@gwalker

Thanks for the reply.

• Before updating the BIOS.
• Disable the Intel graphics card and restart the computer.
• Right click on the Intel graphics driver and disable it.

Let me know how it goes.

Cheers.

[gwalker]

Hi

I disabled the Intel graphics card and restarted the computer.

The monitor connected to the laptop via HDMI now doesnt work.

Thanks 

[sandytechy20]

@gwalker

Thanks for the reply.

Enable back the Intel graphics driver.

Update the bios as mentioned in the above post, Click here to know how to update bios.

And there should not be any conflict.

That should fix the issue.

Let me know how it goes.

Cheers.

[gwalker]

Hi

BIOS updated.  Now we wait to see if the error still occurs.

Thanks

[sandytechy20]

@gwalker

Thanks for the reply.

Yes, updating bios should fix the issue.

Let me know if you need more assistance.

I will be more than glad to assist you.

If the issue is resolved and you appreciate my help,

Please click the "Accept as Solution" button and the "Thumbs Up".

Let me know how you make out.

Cheers!