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  • Status: Solved
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Prodesk 400 G2

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%
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wayne3597
Asked:
wayne3597
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1 Solution
 
Praveen ValluriCommented:
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.
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nobusCommented:
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 : http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html
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Jambon316Commented:
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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rindiCommented:
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.
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nobusCommented:
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 : http://cdburnerxp.se/

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)

http://www.ultimatebootcd.com/      

**  you can make a bootable cd - or bootable usb stick
*** note *** for SSD drives  use the tool from the manufacturer, like intel 's toolbox :
https://downloadcenter.intel.com/download/18455/Intel-Solid-State-Drive-Toolbox

for completeness -here's how i handle disk problems : http://www.experts-exchange.com/Storage/Hard_Drives/A_3000-The-bad-hard-disk-problem.html
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wayne3597Author Commented:
So it looks like it happens when big Excel documents are opened only, any ideas ...
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rindiCommented:
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.
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wayne3597Author Commented:
Hi Rindi I will try your suggestion the PCS have 8 GB of ram in them already.
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nobusCommented:
install speedfan, and check the video card and cpu temperature  :
http://www.almico.com/speedfan.php      

did you try the MS recommendations?
https://support.microsoft.com/en-us/kb/2665946
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Jambon316Commented:
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?
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wayne3597Author Commented:
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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