Photoshop CC: Intel 4400 driver crashes on surface pro 2

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  • Updated 3 years ago
  • (Edited)
launching photoshop CC on a surface pro 2 with latest drivers (surface pro uses the intel 4400 graphics chipset) will crash the display driver.

PS will launch with GPU acceleration disabled. After which time the process gpu sniffer from adobe will be locked consuming 1 core of cpu to 100% or about 25% of the total capacity of surface pro (since it is a 4 core intel i5 PC).

the crash doesn't always happens, but it happens a lot.

The windows event viewer shows the following message
EventID 4101
Display driver igfx stopped responding and has successfully recovered. however PSCC isn't able to use gpu acceleration and gpu sniffer must be taskmanager killed.
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Leonardo Sobrado

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Posted 5 years ago

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Chris Cox

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Have you updated the drivers from Intel's website?

And if you have, then have you contacted Intel about this driver bug (so they can get more information and fix the driver code)?
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Leonardo Sobrado

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Thanks for the Reply Chris.

I'm going to check for updated drivers from intel but Microsoft, hasn't provided any updates via windows update and currently the drivers are 10.18.10.3262. The driver date is 7/31/13.

I have observed that the problem occurs more often as the device remains active for longer. Usually if I shut down completely and reboot the OS, photoshop will not crash the driver for a few days, but ultimately the crash comes back to nearly every time photoshop launches.

After many tries, I have been able to more or less reliably reproduce the problem. It involves putting the device to sleep at least once or twice before launching photoshop again. Photoshop doesn't need to be running when the device goes to sleep, but subsequent launching of photoshop after a sleep/awake cycle does make the problem manifest itself more often.

another pattern which may increase the likelihood of the driver crash pattern manifesting itself, although I have not been able to determine if it is entirely related, or simply a coincidence, is the presence of a second monitor while windows is set to "extend desktop". I have been able to reproduce the problem without a second screen if I unplug the second monitor once the problem takes place.

Lastly, not sure if it is relevant or not, but surface does ship out of the box with a DPI scaling factor set by windows to 150%. Normally not something that bother windows or photoshop but worth mentioning as not that many PCs ship this way. Windows also has two options in 8.1 for DPI scaling, and I'm using the default setting where the "let me choose one scaling level for all my displays" is unchecked, with the slider set to the middle position between smaller and larger.

I'm going to try and get a driver update from the intel site and will report my findings. Although I'm not sure if it will work with the surface tablets tend to get all their drivers straight from windows update.
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Leonardo Sobrado

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ok, so as expected, the standard intel driver updater can't make heads or tails about surface. It shows a message reading

"The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer"

If I try a manual, but still managed update via the update driver button on the device manager, windows says that the driver is already up to date and refuses to install.

I suppose the only other option is to do a forced manual upgrade file by file, but that's rather extreme and likely not supported by Microsoft if it causes other issues, so I'm hesitant to follow that route. Actually I'm not even sure how to go about it in a reliable and reversible way.

So what are we looking at here? It seems Microsoft and Adobe have to come to an understanding about who will fix what given a driver update is not possible for end users via any reasonable means and there is no telling if it will fix anything.
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Leonardo Sobrado

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I have confirmed my method of recreating the problem with near 100% accuracy. I confirmed an external monitor isn't needed. I even put a video showing exactly how to do it starting from a fresh reboot.

http://sdrv.ms/1ckrMcU

in this skydrive video:
1) rebooted device. PS launches w/o problem.
2) press power button which causes the device to sleep. wait a few seonds.
3) re-awake the device. re-log into windows.
4) launch PS and see driver crash notification pop up in the system tray
5) open task manager and observe high cpu usage by gpu sniffer from adobe, which is stuck and must be taskman killed.
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Chris Cox

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Thanks for the steps - we'll continue investigating.
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Michal Minárik

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I can confirm that the problem occurs in the same way on Lenovo Yoga 2 Pro (Core i5-4200U) with any version of Intel drivers.
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Tim Rappon

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I was able to reproduce the issue in adobe CS6 on my surface pro 2 (256gb, i5-4300U) as well. I fixed it by force-installing the latest generic intel HD graphics driver using the "have disk method". Before you do this, it's a good idea to make a restore point, just in case.

Here's my fix
1) download the .exe version of the driver from intel's site. (I used intel driver version 15.33.8.64.3345 (10.18.10.3345) released 11/20/2013)
link here
2) extract the driver to a folder using 7-zip
3) go to device manager
4) expand display adapters
5) double-click the intel HD graphics adapter - it should be the only choice (I'm not sure since the name changed when I installed the new driver)
6) click the drivers tab and click update driver
7) click browse my computer for driver software
8) click let me pick from a list of device drivers on my computer
9) click have disk
10) click browse and navigate to the folder which contains the extracted intel driver.
11) in the graphics subfolder, you'll find igdlh64.inf. Open that file. Hit OK. Hit Next.
12) restart your computer
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Grant Henderson

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I'm having the exact same problem with Photoshop CC on Yoga 11s using Intel 4200 graphics chipset. Latest driver is installed and only Photoshop causes the problem. Is there a resolution for this yet? What makes matters worse is that the when the driver recovers PS has stopped GPU acceleration, getting it up and running again requires a reboot.
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Michal Minárik

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It's apparently problem of Intel HD 4*** drivers in general. The driver stops also during start of other GPU accelerated applications (e.g. Zoner Photo Studio) AFTER AWAKENING the PC from STR state.
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David Cameron

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Was having the same problem on Acer Aspire R7-572 with i5, Intel HD 4400 & 16Gb RAM. Followed the 12-step method above and now it seems to be okay. Well see how it holds up under duress....
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Louis Thomet

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I have the same Problem with a Dell XPS 12, Haswell i7 and HD 4400. It's really frustrating.
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Stefan Zöllner

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I installed the newest intel driver exactly how Tim Rappon descriped one month ago and the problem is gone on my lenovo yoga 2 pro.

Thanks!
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David Cameron

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Not long after following Tim's advice and eliminating the problem, the problem returned once again.
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k oblongata

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Oh yay... fixed..
Tim Rappon, THANK YOU!
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Tim Rappon

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Well, it turns out I didn't properly test my "fix" with the 15.33.8.64 drivers, and it didn't actually solve the gpu driver crashing problem. Good news is that I can confirm the new Intel drivers installed using my method DO fix it. This is driver version 15.33.14.64.3412 available here I've checked before/after using Leonardo's procedure and I now no longer get a driver crash or have to kill sniffer_gpu if I start PS after putting my surface to sleep.
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speedyblueskyfish

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I'm having the exact same issue with Sony Vaio fit flip with the intel 4400 (Especially annoying, since the computer has the option to be pre installed with Photoshop on it, yet I have had nothing but problems! for example adobe not supporting HD display...)
I tried to update the driver for intel 4400 but my computer claims it is up to date. I'm not good with computers, but I might have to try to carefully follow the steps you have provided so far. I am worried I will make things worse, or break other things.
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David Cameron

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There is a new driver out as of March 21. Try Tim's fix with this driver, seems to work, for now.

Driver version: 10.18.10.3496 (15.33.18)
Release Date: March 21, 2014
Driver build date: 11th March 2014 (DriverVer=03/11/2014, 10.18.10.3496)

https://downloadcenter.intel.com/Deta...
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Jim Reid

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I am on the latest drivers from Intel's site, 10.18.10.3907, but I'm still getting these crashes of the Intel HD Graphics Driver when I launch Photoshop.
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Chris Cox

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Contact Intel, you may have bits of an older driver, or they may need additional information to fix a new driver bug.
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Arnab Chandra

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I'm facing same issue with latest intel driver. I uninstalled current driver completely and reinstalled with the latest one (Version 10.18.14.4080), but the problem persist. How to contact Intel?