Copy link to clipboard
Copied
Hello folks,
I'd really appreciate some help with an issue I'm consistently experiencing. Photoshop crashes my Dell Inspiron 7559 laptop, causing a “video dxgkrnl fatal error”.
I have updated Photoshop to the latest version, performed a clean install of the latest Nvidia Gameready Driver, updated Windows via Windows Update and checked that all other drivers are up to date via Dell Support Assist.
Here's what happens:
1. After a variable period of time Photoshop freezes
2. After a few minutes I get the blue screen with the following message: Stop code: VIDEO_DXGKRNL_FATAL_ERROR
My experience is similar, but slightly different to this previous report: https://community.adobe.com/t5/photoshop-ecosystem-discussions/photoshop-cc-crashes-conflict-with-nv...
Below are system details:
System Model: Inspiron 7559
BIOS: 1.3.1 (type: UEFI)
Processor: Intel(R) Core(TM) i7-6700HQ CPU @ 2.60GHz (8 CPUs), ~2.6GHz
Memory: 16384MB RAM
Available OS Memory: 16244MB RAM
Chip type: NVIDIA GeForce GTX 960M
Dedicated Memory: 4055 MB
Card name: Intel(R) HD Graphics 530
These are actions I have taken so far:
Any support would be much appreciated. My system is getting on in age, but I'd like to put off getting a new machine if possible.
Thanks!
Copy link to clipboard
Copied
Are there any monitors plugged into the Intel HD Graphics 530? If so, make sure all monitors are only plugged into the NVIDIA card.
Copy link to clipboard
Copied
Thanks Jeffrey.
The Intel HD Graphics is set as the display adapter for both of my monitors (see attached). The NVIDIA GeForce GTX 960M is set to be used by Photoshop via both NVIDIA Control Panel (Manage 3D settings) and Windows graphics settings.
Various support posts suggest that because it's a laptop setup, all display output is handled by the integrated Intel graphics and that calculations are only handed over to the dedicated GPU when Windows deems an app demands it. I did check whether there was an option to change the default display adapter via a boot to UEFI, but there appears to be no option.
Also, I only noticed this issue occuring in the last month. Previously Photoshop has run with no issues.
Copy link to clipboard
Copied
Yeah, that's your problem. That Intel Card is not supported with current versions of Photoshop.
Copy link to clipboard
Copied
Thanks,
Does it matter that it is the NVIDIA card not the Intel card that is used by Photoshop in the Graphics Processor Settings (see below)? I've attached my system info, in case it clarifies anything.
Additionally PS seemed to work for an extended period when I disabled the "use graphics processor" option (though I'd probably need to test more)
If the presence of the Intel integrated graphics in my system is the issue, can you suggest what options I have? Use an earlier version of Photoshop until I can upgrade my system?
Cheers
Copy link to clipboard
Copied
Copy link to clipboard
Copied
Images uploaded, rather than attached...
Copy link to clipboard
Copied
This is a common issue with laptops. You need to completely disable the Intel GPU. See section 7 and 8 here:
https://helpx.adobe.com/photoshop/kb/troubleshoot-gpu-graphics-card.html
Copy link to clipboard
Copied
Thank you. Additional research suggests that could create a whole set of additional problems, but I'll give it a shot!