Prodesk 400 G2

Posted on 2016-08-09
Last Modified: 2016-09-04
we are having an issue with the desktop we keep seeing this error message popup for users "Error: Display Driver Stopped Responding and Has Recovered " this is a windows 7 64 bit OS it is only happening to certain users so I am thinking it is a universal issue but only a few people have triggered the desktop to this error.
So far we have:
- Loaded the newest video card drivers from the HP Website
- tried rebooting
- It seems to be when the users are using Excel, but cannot narrow that down 100%
Question by:wayne3597
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Expert Comment

by:Praveen Valluri
ID: 41749809
It is recommended to change your video card if you are sure that the correct display drivers are already installed.
Try to perform a system file scan and analyse the errors and repair windows if needed.
LVL 92

Expert Comment

ID: 41749891
you can test if it happens with an older driver, but i doubt if it is a video card problem

look for errors in event viewer for more info

or run sfc :

Expert Comment

ID: 41749923
did you update the drivers over the old ones? have you tried totally uninstalling the video card drivers, www back to generic vga... then install the new ones, so it's literally a fresh and different set of drivers. if it's a dedicated video card, you could try re-seating it to check to contacts...but I doubt it'll be that. when I've had this issue in the past, a fresh new video card driver install has fixed it.

I'm wondering if it could be a ram issue, if it's sharing ram with the main system and something like excel hogs a load during a operation,maybe the system can't swap out the data quick enough or something...
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LVL 88

Accepted Solution

rindi earned 500 total points (awarded by participants)
ID: 41749999
Check the video settings in your BIOS. Your GPU is integrated with the CPU and shares memory with your system RAM. You should be able to allocate the amount of RAM your GPU uses in the BIOS. Try increasing that allocation.
LVL 92

Expert Comment

ID: 41750206
and if you want to run diags, i recommend UBCD
Hardware diagnostic CD    UBCD
go to the download page, scroll down to the mirror section, and  click on a mirror to start the download
Download the UBCD and make the cd   <<==on a WORKING PC, and boot the problem PC from it
Here 2 links, one to the general site, and a direct link to the download

since the downloaded file is an ISO file, eg ubcd527.iso - so you need to use an ISO burning tool
if you don't have that software, install cdburnerXP :

If you want also the Ram tested - run memtest86+ at least 1 full pass,  - you should have NO errors!
For disk Diagnostics run the disk diag for your disk brand (eg seagate diag for seagate drive)  from the HDD section -  long or advanced diag !  (runs at least for30 minutes)      

**  you can make a bootable cd - or bootable usb stick
*** note *** for SSD drives  use the tool from the manufacturer, like intel 's toolbox :

for completeness -here's how i handle disk problems :

Author Comment

ID: 41750685
So it looks like it happens when big Excel documents are opened only, any ideas ...
LVL 88

Expert Comment

ID: 41750707
Have you checked the BIOS settings like I suggested? Large Excel files can use up a lot of your RAM which then would be taken away from the GPU. If you dedicate more RAM to the GPU in your BIOS Excel should then have less RAM available and the issue should not show up.

Or add more total RAM to the PC's.

Author Comment

ID: 41750759
Hi Rindi I will try your suggestion the PCS have 8 GB of ram in them already.
LVL 92

Expert Comment

ID: 41751546
install speedfan, and check the video card and cpu temperature  :      

did you try the MS recommendations?

Expert Comment

ID: 41751969
can you clarify 'big excel' documents please? file size is important but so are details like, is the excel dynamically linked across a domain to other spreadsheets, does it use a lot of imagery/sparkly nonsense...or my favourite...should this excel file really be an access database? is it holding too much info to be useful?

Author Comment

ID: 41756750
Hi Everyone so i have increased the GPU to 512 this has slowed the crashing so when the users are in excel spreadsheets and they are hitting crtl f to search for items it then causes the screens to go black and say recovering from display error

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