asked on

Screens periodicly go black, EV Event 1401 Display driver nvlddmkm

There's been a thread of this error, but no solution applicable to my situation. (Dell XPS 8930/Win64/pro 1809

Every couple of days, particularly when using productivity apps, my screens will go black for five seconds, then come back. In EV I get event 4101 and this: " Display driver nvlddmkm stopped responding and has successfully recovered"

This did not start until an MS tech, helping with another problem, updated me from 1803 to 1809.

My instinct was to update the display driver. I see two in DM: Intel UHD Graphics 630 and NVIDIA GeFore GTX 1060 6GB. Can't figure which one to dry to update.

Some other considerations. On 3/30 when the machine was updated to 1809, this appeared in DM Events for the NVIDiA:

And this appeared for Inter UHD Graphics 360:

Another complication: Can't find latest driver for NVIDIA on their site. Went to Dell site for drivers for my machine and was offered this with service tag:

It does not appear to be the driver listed in device manager GeFore GTX 1060. I'm guessing there might have been two options for graphics cards when the machine was purchased, but wouldn't my express service tag picked the right one? And for the life of me, I can't find a driver for the GTX 1060 on their site.

Thanks.

McKnife

Take that dell driver and afterwards search the same dell driver site for an intel hd graphics driver.

John

In another post about this, I think the asker (author) is waiting on Dell for a new driver. This is my own view.

See if the suggestion by McKnife helps.

normanml

ASKER

Guys, even thought the NVIDIA driver offered is clearly labeled for another card, it might cure the problem? The dissonance gives me just a bit of pause.

☠ MASQ ☠

That driver is for desktops with the RTX 20 Series of Graphics cards - you need the 10 Series for your GTX 1060

The pre-DCH version from Dell for the GTX 1060 is here:
https://www.dell.com/support/home/us/en/04/Drivers/DriversDetails?driverId=WM8Y9

The nVidia version is here
https://www.nvidia.com/content/DriverDownload-March2009/confirmation.php?url=/Windows/398.82/398.82-desktop-win10-64bit-international-whql.exe&lang=us

McKnife

Would dell link an incorrect driver? Never seen that. He used the service tag - just as one should. If I go to the XPs 8930driver page, I get offered just the same driver. Maybe just mislabeled by dell?

☠ MASQ ☠

Scratch that, I just messaged a friend at Dell you found the right one - this is the compatibility list
nVIDIA GeForce GT1030
nVIDIA GeForce GT710
nVIDIA GeForce GT730
nVIDIA GeForce GTX TitanX (Pascal)
nVIDIA GeForce GTX1050
nVIDIA GeForce GTX1050Ti
nVIDIA GeForce GTX1060
nVIDIA GeForce GTX1070
nVIDIA GeForce GTX1070 Ti
nVIDIA GeForce GTX1070Ti
nVIDIA GeForce GTX1080
nVIDIA GeForce GTX1080LC
nVIDIA GeForce GTX1080Ti
nVIDIA GeForce GTX950
nVIDIA GeForce GTX980Ti
nVIDIA GeForce RTX 2060
nVIDIA GeForce RTX 2070
nVIDIA GeForce RTX 2080
nVIDIA GeForce RTX 2080Ti

They just put the wrong description in the text file - it should mention the other GT & GTX cards as well as the RTX
Go for it

normanml

ASKER

Okay, folks, thanks so much for the clarification. Appreciate MASQ reaching out to his Dell friend. Will install this evening after work and report back with results.

normanml

ASKER

First, the NVIDIA driver from the Dell driver site would not install, dialog telling me it was the wrong driver for the hardware. Went to GeFore web site and after some searching (look for the GTX 10 series under manual select - two layers down) downloaded 425.31-desktop-win10-64bit-international-whql and it installed. Then downloaded the Intel Graphics driver from Dell and, after installation, turned out to be the same one (date) as the driver already on the machine. So the Dell driver site either has the wrong NVIDIA driver for download to the XPS 8930 or maybe Dell changed the card for that machine after I bought mine (which makes no sense in my situation with Express Tag culling the choices).

So it's wait and see for the moment.

John

Can you contact Dell support about this? It seems they (Dell) should be creating a new driver

☠ MASQ ☠

Service Tag is unfortunately only a guide - on the Dell production line updates on components and changes in suppliers happen all the time meaning it's a good approximation of exactly what's in the case but it's not the exact science we expect.

I know I can get some feedback direct to them though ;)

normanml

ASKER

John: the driver from the GeForce website installed easily and was dated 2019. What Dell has to fix is its offerings per service tag. If MASQ talks with them, that would be helpful. Now I'll go to the Intel site and see if there's a video driver there more current than mine.

John

the driver from the GeForce website installed easily and was dated 2019

Did it eliminate the Event Error? If so, you can use it. I have Intel Network and Video drivers newer than Lenovo drivers to fix issues.

☠ MASQ ☠

Are you OK locating the PCI/VEN code for your GTX1060 from Device Manager?

These are the versions the Dell download supports

%NVIDIA_DEV.1185.106F.10DE% = Section001, PCI\VEN_10DE&DEV_1185&SUBSYS_106F10DE 
%NVIDIA_DEV.1189.1074.10DE% = Section002, PCI\VEN_10DE&DEV_1189&SUBSYS_107410DE 
%NVIDIA_DEV.1287.1083.1028% = Section003, PCI\VEN_10DE&DEV_1287&SUBSYS_10831028 
%NVIDIA_DEV.128B.118B.1028% = Section005, PCI\VEN_10DE&DEV_128B&SUBSYS_118B1028 
%NVIDIA_DEV.13C2.1131.1028% = Section007, PCI\VEN_10DE&DEV_13C2&SUBSYS_11311028 
%NVIDIA_DEV.1402.1139.1028% = Section007, PCI\VEN_10DE&DEV_1402&SUBSYS_11391028 
%NVIDIA_DEV.17C8.1151.1028% = Section010, PCI\VEN_10DE&DEV_17C8&SUBSYS_11511028 
%NVIDIA_DEV.1B00.119A.1028% = Section011, PCI\VEN_10DE&DEV_1B00&SUBSYS_119A1028 
%NVIDIA_DEV.1B06.120F.1028% = Section012, PCI\VEN_10DE&DEV_1B06&SUBSYS_120F1028 
%NVIDIA_DEV.1B06.3600.1028% = Section012, PCI\VEN_10DE&DEV_1B06&SUBSYS_36001028 
%NVIDIA_DEV.1B80.119E.1028% = Section012, PCI\VEN_10DE&DEV_1B80&SUBSYS_119E1028 
%NVIDIA_DEV.1B80.3366.1028% = Section012, PCI\VEN_10DE&DEV_1B80&SUBSYS_33661028 
%NVIDIA_DEV.1B80.3482.1028% = Section012, PCI\VEN_10DE&DEV_1B80&SUBSYS_34821028 
%NVIDIA_DEV.1B81.119D.1028% = Section012, PCI\VEN_10DE&DEV_1B81&SUBSYS_119D1028 
%NVIDIA_DEV.1B81.3301.1028% = Section012, PCI\VEN_10DE&DEV_1B81&SUBSYS_33011028 
%NVIDIA_DEV.1B82.3471.1028% = Section011, PCI\VEN_10DE&DEV_1B82&SUBSYS_34711028 
%NVIDIA_DEV.1C02.11C2.1028% = Section013, PCI\VEN_10DE&DEV_1C02&SUBSYS_11C21028 * 
%NVIDIA_DEV.1C02.3492.1028% = Section013, PCI\VEN_10DE&DEV_1C02&SUBSYS_34921028 *
%NVIDIA_DEV.1C03.11D7.1028% = Section012, PCI\VEN_10DE&DEV_1C03&SUBSYS_11D71028 
%NVIDIA_DEV.1C81.11C0.1028% = Section014, PCI\VEN_10DE&DEV_1C81&SUBSYS_11C01028 
%NVIDIA_DEV.1C82.3512.1028% = Section012, PCI\VEN_10DE&DEV_1C82&SUBSYS_35121028 
%NVIDIA_DEV.1D01.11C7.1028% = Section017, PCI\VEN_10DE&DEV_1D01&SUBSYS_11C71028 
%NVIDIA_DEV.1E07.3718.1028% = Section018, PCI\VEN_10DE&DEV_1E07&SUBSYS_37181028 
%NVIDIA_DEV.1E82.372C.1028% = Section019, PCI\VEN_10DE&DEV_1E82&SUBSYS_372C1028 
%NVIDIA_DEV.1E87.12A6.10DE% = Section018, PCI\VEN_10DE&DEV_1E87&SUBSYS_12A610DE 
%NVIDIA_DEV.1E87.3729.1028% = Section018, PCI\VEN_10DE&DEV_1E87&SUBSYS_37291028 
%NVIDIA_DEV.1F02.12FE.1028% = Section019, PCI\VEN_10DE&DEV_1F02&SUBSYS_12FE1028 
%NVIDIA_DEV.1F07.3735.1028% = Section018, PCI\VEN_10DE&DEV_1F07&SUBSYS_37351028 
%NVIDIA_DEV.1F08.3758.1028% = Section019, PCI\VEN_10DE&DEV_1F08&SUBSYS_37581028 
%NVIDIA_DEV.1F08.3759.1028% = Section019, PCI\VEN_10DE&DEV_1F08&SUBSYS_37591028 
%NVIDIA_DEV.2182.375D.1028% = Section020, PCI\VEN_10DE&DEV_2182&SUBSYS_375D1028

Open in new window

I'm assuming yours will come up as one of the 1C02 variants (I've starred those in the Dell package) but as the installer refused to play it doesn't sound like it matches this list. That'll help a lot in finding out why the download is picked up by your Service Tag but doesn't run.

Don't forget there's no need to update the Intel driver as the error was with nvlddmkm.sys. Upgrading on combined cards is a case of "if it ain't broke"

normanml

ASKER

Can you tell me how to locate that code, please.

normanml

ASKER

John, the screen blackouts are periodic. I can not reproduce them.

☠ MASQ ☠

"Can you tell me how to locate that code, please."

Start

Type "Device Manager" and open Control Panel app
(or Control Panel > Admin Tools > Computer Management > Device Manager)

Click on "Display Adapters"
Locate entry for GTX 1060, right-click > Properties

"Details" tab

Change "Property" to Hardware IDs

Copy longest string

normanml

ASKER

PCI\VEN_10DE&DEV_1C03&SUBSYS_11D71028&REV_A1
PCI\VEN_10DE&DEV_1C03&SUBSYS_11D71028
PCI\VEN_10DE&DEV_1C03&CC_030000
PCI\VEN_10DE&DEV_1C03&CC_0300

Here's the codes. As you can see, I get 1C03 variants. This is interesting.

Since the new driver install, no blackouts today, but when I went to shut down tonight and moved the cursor to wake up the screen saver, two of the windows I had open got cranky and did not close right away. I likely had too many windows open and one was a large pdf.

John

Thanks for the update above.

Over and above all the above posts, did you update BIOS, Chipset and power management drivers (as well as Video)?

And with respect to the crankiness above, also make sure Hibernation is disabled.

☠ MASQ ☠

Interesting indeed.
Can you remember if the message from the installer was your hardware wasn't found or a more recent driver was installed?
As you can see your device is listed in the hardware compatibility list for the package:

%NVIDIA_DEV.1C03.11D7.1028% = Section012, PCI\VEN_10DE&DEV_1C03&SUBSYS_11D71028

Open in new window

This most likely reason the package failed based on that would be that a newer driver (or a driver with the same version number) had installed itself in the background already.
If you want to pursue this you can usually find this history of the previous driver in the same location you grabbed those details from but under the Events tab.
The version of nvlddmkm.sys in this package is NVIDIA Windows Kernel Mode Driver, Version 419.17 (although nVidia have a habit of breaking their driver numbers into pairs of digits so you may see "4.19.17").

normanml

ASKER

3/30/19-Driver Management concluded the process to install driver nvdd.inf_amd64_1c87277d30438bde for Device Instance ID PCI\VEN_10DE&DEV_1C03&SUBSYS_11D71028&REV_A1\4&1A351F70&0&0008 with the following status: 0x0.

4/13/19-Driver Management concluded the process to install driver nvddi.inf_amd64_983ac22263497e27 for Device Instance ID PCI\VEN_10DE&DEV_1C03&SUBSYS_11D71028&REV_A1\4&1A351F70&0&0008 with the following status: 0x0.

Slight difference in number after amd64.

I'm assuming I have the most recent iteration given the dates.

John: Bios was updated two, three weeks ago. Checked chipset version being offered and version # is same as one already installed. I could not figure out what or how to check for power driver. Also, hibernation was on and I disabled it.

normanml

ASKER

Well, this is really disappointing. Another temporary blackout 4101 with "Display driver nvlddmkm stopped responding and has successfully recovered." I had been writing a word file and looking at slides and had Firefox open. I shut the small word file, opened a large one, then went to go through a slide show and....

Found this in another EE thread:

Doesn't say whether to change global setting, setting for all apps, or both.

normanml

ASKER

Also found this:
https://www.drivereasy.com/knowledge/fix-display-driver-nvlddmkm-stopped-responding-and-has-successfully-recovered/
And have tried solution 1.

John

Be careful with Driver Easy because Driver Easy is not particularly careful with what drivers they supply

normanml

ASKER

Good to know. I did not plan to use their software, but I thought the four possible troubleshooting and work-around tips were worth looking at.

Meanwhile, Dell is still offering the wrong driver for my machine/video card. And, of course, it could be something other than the card that's cause this. As I said, it didn't start until I upgraded to 1809.

John

Dell needs to provide new drivers, and I would escalate this with them

normanml

ASKER

Going to call them tomorrow.

normanml

ASKER

Okay gents, here's what I got from Dell:

"I apologize for the inconvenience caused to you, I would like to suggest you that please clean uninstall the complete graphics driver from the control panel and also from the device manager and restart the system and please find below the link to update the latest driver for the unit

NVIDIA GEFORCE DESKTOP DCH GRAPHICS DRIVER > https://downloads.dell.com/FOLDER05513328M/1/nVIDIA-GeForce-Desktop-DC-Graphics-Driver_49M31_WIN_25.21.14.1917_A00.EXE

Right after the update kindly turn/shut down the system and restart it"

BUT...I have five NVIDIA entries in Programs and features:

So do I uninstall all five?

John

You should uninstall all of them one by one. Then restart and follow Dell's instructions. The proper ones should install.

Let us hope that works.

normanml

ASKER

Dells instructions did not work. Installed GeForce Experience, NVIDIA's driver scanner, and it recommended a driver which installed okay. Now it's just wait and see if the blackouts are gone. BTW, when GeForce installed the new driver it also deleted the old ones. We'll see.

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