VIDEO DXGKRNL FATAL ERROR

Question

Dear all,

I've recently upgraded to windows 8.1 on my Dell 3537 Inspiron 15. After I upgraded, i always get this blue screen saying VIDEO DXGKRNL FATAL ERROR, whenever i boot up windows.

I've tried uninstalling and reinstalling the graphics card driver but it doesn't seems to help. I've tried running the diagnostic tool from support website and it came up with the below.

0x00000113_0x0000000000000017__0xFFFFE0004B319010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE001670F1010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE0007D786540__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE001FCBEE010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE000F95EB540__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE0010762B010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE001DD479010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE00080BD1010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE001CAB57010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE000EBF49280__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE00163291010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE0001C9F5010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE001628E4010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys, 0x00000113_0x0000000000000017__0xFFFFE000F09BF010__0x0000000000000000__0x0000000000000000_C__WINDOWS_system32_drivers_igdkmd64_sys

Can someone please help? Thank you!!

Hans G · Accepted Answer

I had this VIDEO_DXGKRNL_FATAL_ERROR error on my DELL Inspiron 17R as well. I solved the problem by downloading the latest INTEL RWJ78WN and the AMD PWTRPWN (8870M) drivers from the DELL website. The trick is to install the AMD driver first Reboot then install the INTEL driver. Reboot The laptop now runs much faster & does not have the irritating tread error message on boot-up. I tried all sorts of fixes such as system restore ,downloading drivers from the AMD website but without success until I saw a solution using *.INF files to install drivers in a particular sequence which also solves the Video driver problem. Reboot in SAFE mode if the VIDEO driver is corrupt.

Thanks a lot man! I did the same thing i.e. first installed AMD driver and then driver for Intel graphic card, though my laptop is inspiron 5537; and it worked out for me!

yoosaf · Accepted Answer

sir

i am purchase one new laptop inspiron 15r service tag no .NOW I INSTALLED WINDOWS 8.1 PROFFESSIONAL DRIVER ALL INSTALED FINISH AFTER SHUTDOWN AND OPEN LAPTOP DXGKRNL FATAL ERROR MESSAGE COME . PLS SENT SOLUTION FOR THIS ERROR MESSAGE

THANKS

Anonymous User · Answer

Same thing happens with me! Man did you find a solution to this?!

WoodsyJ · Answer

I'm getting this message too. Any solutions???? Dell technician came out and replace RAM and motherboard but this is still happening when I boot up and random shut downs throughout use of laptop.

WoodsyJ · Answer

Thanks Hans, that has got rid of the blue screen. Unfortunately after two clean boot ups my computer now loads up, freezes with a black screen rather than the blue with message and then restarts again then for the first five or so minutes my computer can't seem to work out if it is set up for left hand mouse or for right. Now without any error messages I'm not sure what my less than two month old computer is having an issue with. Argh!

jacton · Answer

I had a Dell engineer out to me today because of a start up problem when the Laptop 1537 on/off button does not always start the machine and I end of with a black screen, and I have to switch off then switch back on again, anyway he came out and changed the Motherboard and now I get the same error message as you guys. He did leave me the reinstall USB for Window 8.1 and said that I might have to do a clean install to eradicate the problem, Really angry and annoyed with Dell and this product as I never had the same problems all the years I had my Studio 1558. Is it just a poor configuration or has Dell quality gone down the tubes?

laura86 · Answer

Hi ,

I'm facing the same issue.

Dell support asked me to first install Windows 8.1 again, then Replaced ATI 8870M video card.

Now same blue screen again.

I'll try you suggestion, but I'm very disappointed with dell support.

Anonymous User · Answer

I had this VIDEO_DXGKRNL_FATAL_ERROR error on my DELL Inspiron 17R as well. I solved the problem by downloading the latest INTEL RWJ78WN and the AMD PWTRPWN (8870M) drivers from the DELL website. The trick is to install the AMD driver first Reboot then install the INTEL driver. Reboot The laptop now runs much faster & does not have the irritating tread error message on boot-up. I tried all sorts of fixes such as system restore ,downloading drivers from the AMD website but without success until I saw a solution using *.INF files to install drivers in a particular sequence which also solves the Video driver problem. Reboot in SAFE mode if the VIDEO driver is corrupt.

Thanks a lot man! I did the same thing i.e. first installed AMD driver and then driver for Intel graphic card, though my laptop is inspiron 5537; and it worked out for me!

jacton · Answer

Hi Hans

I cannot find either of the downloads you mention above. I tried to download the latest drivers using my service tag for my machine and neither of those appear.

I have an Inspiration 15R 5537 and had an engineer out to replace the motherboard but still getting the same issue, am so fed up with this laptop I am on the verge of asking for my money back and going elsewhere as Dell do not seem to be able to resolve the problem.

jacton · Answer

Hi Laura86 I am so fed up with the continuing problem of my new 5537 I am now thinking of telling Dell to collect the laptop and refund me my money.

This is a very poor quality machine in many ways, keyboard jumps all the time, the start up problems and their poor customer support its looking like a refund request very soon, and if more of us did this maybe they will sort out their problems

jacton · Answer

Just an update Today Dell informed me that my problem is a software issue and as such as I do not have a software warranty it is down to me to pay to sort out the software issue. they said that although they supplied the hardware and initial software which is warrantied as other software has been downloaded and it might have caused the software problems with my laptop it is my responsibility to pay and sort out the issues.

As they are the only people who have actually downloaded driver software on my machine I have informed them that I will be seeking legal advice as to how either get the laptop repaired or my money refunded.

They are now coming to take the laptop away and carry out a clean re install which they think will sort out the problems, as I have no faith in them I will still pursue how to obtain a refund. No company can get away with supply you goods then absolving themselves of all responsibility even though it appears the very software they supplied with the laptop is in conflict with their own hardware.

I really believe that this laptops hardware is not compatible with Windows 8.1 and the drivers for the supplied equipment. But as they told me they are the experts and I am obviously not. Will keep all informed but so far I am not impressed with Dell or their technical support

Giacomoska · Answer

https://support.microsoft.com/kb/2990029/en-us I had the same problem! This windows fix solved it in a few minutes!

jacton · Answer

Hi Giacomoska thanks for the reply but no this has not solved the problem of the laptop not receiving Bluetooth pictures from my tablet even though it is connected to it.

sarthak272 · Answer

HANS G .. IT WILL BE A GREAT HELP TO THE CUSTOMERS IF YOU PROVIDE THE LINK TO DOWNLOAD the latest INTEL RWJ78WN and the AMD PWTRPWN (8870M) drivers FROM THE DELL WEBSITE

Hans G · Answer

Hello

The link is http://www.dell.support http://www.dell.com/support/home/us/en/19/product-support/servicetag/xxxxx/drivers where xxxxx is your machines service tag / serial number

There are two driver updates

AMD Radeon Graphics HD 8870 M 286 MB video_driver_NDT7M_WN_13.201.0.0.A01.exe dd 18 sep 2014

Intel HD Graphics 4400 Driver 165 MB video_driver_5v482_wn_10.18.3316_a02.exe dd 27 Aug 2014

I did not install these latest drivers, instead opted to disable run time power management RTPM on the Intel Graphics driver using the windows fix

https://support2.microsoft.com/kb/2990029/en-us

If you do not do this then the graphics card will misbehave after windows updates

:emotion-1:

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VIDEO DXGKRNL FATAL ERROR

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