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IGCIT / Intel-GPU-Community-Issue-Tracker-IGCIT

IGCIT is a Community-driven issue tracker for Intel GPUs.
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Windows Snipping and Screenshot tool fails to work #197

Open LaurenceBullivant opened 1 year ago

LaurenceBullivant commented 1 year ago

Checklist [README]

Application [Required]

Snipping Tool

Processor / Processor Number [Required]

AMD Ryzen 7 5900X

Graphic Card [Required]

Intel Arc A770 16GB

GPU Driver Version [Required]

Rendering API [Required]

Windows Build Number [Required]

Other Windows build number

22621.900

Intel System Support Utility report

Intel Support File.txt

Description and steps to reproduce [Required]

Using the Windows screenshot utility (Shift+Win+S) or the Windows Snipping Tool several times (Unknown amount) will result in a failure to be able to take screenshots. A reboot will resolve this.

The symptom is that when taking screen shots I am unable to draw the box to select the area. The screen doesn't go grey when a screen shot is being taken. This seems to happen after an unknown amount of time with 5/10+ screenshots using a mix of both methods.

This started with in a few days of installing the Intel A770. I do not believe there were any windows updates during that time.

Device / Platform

No response

Crash dumps [Required, if applicable]

No response

Application / Windows logs

No response

dcominottim commented 1 year ago

I am facing the same issue with 31.0.101.3975 drivers and Arc 750 + 13900K. It worked for a while earlier today, and then this.

LaurenceBullivant commented 1 year ago

Its good to know its not only me. I did try re-installing my Nvidia card and the problem disappeared. It is now back again after putting the arc card back.

Please note that there is no sign of the application crashing when this happens. I am able to press ESC and regain the application. At a guess, the snipping tool is unable to access the screen overlap/capture using the arc card. When you press or click away it cancels the capture attempt and the application acts as if an attempt was made and then canceled.

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant , We are verifying the issue on our side and will update you the result soon.

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant , I have verified the issue with the latest Intel Graphics Beta Driver 31.0.101.3975 on Windows 11 Pro(10.0.22621) and Windows 10 but cannot reproduce the issue. The issue has been verified on multiple platforms and confirmed that the Windows Snipping tool is working properly. Below is the combination used: Intel Core i7 12700K + Arc 770 (16Gb) + Graphics driver ver.3975 + Windows 11 Pro(22621) ==> Passed

You may please verify the issue with the latest graphics driver and let me know the result.

dcominottim commented 1 year ago

Hello! I can confirm I also face this issue, even with the latest and mentioned driver.

It's important to note that before the issue happens (on my case at least), I need to take several snips and some hours need to pass; then, suddenly, the tool stops working when you click the "take snip" (the overlay doesn't open/show up anymore).

Em qua., 21 de dez. de 2022 às 02:23, IntelSupport-Arun < @.***> escreveu:

Hi @LaurenceBullivant https://github.com/LaurenceBullivant , I have verified the issue with the latest Intel Graphics Beta Driver 31.0.101.3975 https://www.intel.com/content/www/us/en/download/729157/intel-arc-graphics-windows-dch-driver-beta.html on Windows 11 Pro(10.0.22621) and Windows 10 but cannot reproduce the issue. The issue has been verified on multiple platforms and confirmed that the Windows Snipping tool is working properly. Below is the combination used: Intel Core i7 12700K + Arc 770 (16Gb) + Graphics driver ver.3975 + Windows 11 Pro(22621) ==> Passed

You may please verify the issue with the latest graphics driver and let me know the result.

— Reply to this email directly, view it on GitHub https://github.com/IGCIT/Intel-GPU-Community-Issue-Tracker-IGCIT/issues/197#issuecomment-1360873351, or unsubscribe https://github.com/notifications/unsubscribe-auth/ABFPYOPXEQCQJFEINBS5CILWOKH4XANCNFSM6AAAAAATDXHCHU . You are receiving this because you commented.Message ID: <IGCIT/Intel-GPU-Community-Issue-Tracker-IGCIT/issues/197/1360873351@ github.com>

LaurenceBullivant commented 1 year ago

As dcominottim mentioned, It will likely work fine for a day or so after rebooting and probably 20+ snips for me over that time. I suspect that it is an issue that is triggered by something outside of the snipping tool. Perhaps a game or something else.

As a note, I think the Task Manager goes a washed out dark gray colour when the issue is happening but I don't know if thats related and haven't checked for corralation.

Is there any log files that would be useful to collect when the issue is happening?

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant ,

Did you try with the inbox MSFT driver ? Please give it a try and see if the issue is happening or not. Also, I would like to know the observation with Intel Graphics Beta Driver 31.0.101.3975? Please confirm the windows is up to date.

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant ,

May I know the latest update from your side? Did you get any chance to verify the with Intel Graphics Beta Driver 31.0.101.3975? I have tried to reproduce the issue ( tried more than 20 times) and we cannot reproduce the issue on our side with Intel Graphics Beta Driver 31.0.101.3975 and the internal drivers (Not released public), Snipping tool is working correctly. For your reference Im attaching the screenshot of our issue replication ADL

Also, I can see few workarounds for this issue. You may please give a try and let you know the update Windows 11 Snipping Tool Not Working

dcominottim commented 1 year ago

Hi @LaurenceBullivant ,

May I know the latest update from your side? Did you get any chance to verify the with Intel Graphics Beta Driver 31.0.101.3975? I have tried to reproduce the issue ( tried more than 20 times) and we cannot reproduce the issue on our side with Intel Graphics Beta Driver 31.0.101.3975 and the internal drivers (Not released public), Snipping tool is working correctly. For your reference Im attaching the screenshot of our issue replication ADL

Also, I can see few workarounds for this issue. You may please give a try and let you know the update Windows 11 Snipping Tool Not Working

Hi, @IntelSupport-Arun.

I am attaching a video that replicates the issue using driver 31.0.101.3975. A couple points:

  1. The PC was powered on (without a reboot) for ~24 hours.
  2. The PC was put to sleep, woke up, stayed awake for a couple hours, I played Overwatch 2, and then the issue happened.

https://user-images.githubusercontent.com/4914233/209738868-78001aac-32c2-413c-88fe-3c2d8a4582f1.mp4

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant ,

I have requested the below details in our previous conversations could you help to answer:

  1. Did you try with the inbox MSFT driver ? Please give it a try and see if the issue is happening or not. Try disabling the onboard and Discrete and see issue is happening with Inbox driver.
  2. Follow the Windows 11 Snipping Tool Not Working link and see it can resolve the issue?
dcominottim commented 1 year ago

Hi @LaurenceBullivant ,

I have requested the below details in our previous conversations could you help to answer:

  1. Did you try with the inbox MSFT driver ? Please give it a try and see if the issue is happening or not. Try disabling the onboard and Discrete and see issue is happening with Inbox driver.
  2. Follow the Windows 11 Snipping Tool Not Working link and see it can resolve the issue?

Not sure if you were talking to me; I am not the thread's author, but I have the same issue and am engaging as well.

  1. What would be the "inbox MSFT driver"? I have no idea what that means.
  2. None of the items from the link apply. They don't fix anything.
IntelSupport-Arun commented 1 year ago

Hi @dcominottim ,

An inbox driver is a native driver that comes along and installs with the Windows Operating System. Once you disable the onboard and discrete Graphics you can see the inbox driver installed. If the issue occurs on your system with the MSFT inbox driver, then it's clear that it's either a tool issue or Windows update issue, not related to the Intel Graphics driver or component otherwise it would then only happen when those drivers are enabled. If issue exist with inbox You may contact the Microsoft site to fix the issue, and they may be able to assist you, hope they can provide the latest patch.

Hi @LaurenceBullivant -What is the latest update from your side? We haven't heard from you for so long. If there is no response from your side by tomorrow, we will close the case since we cannot reproduce the issue on multiple systems. We will stay tuned for your update.

clivem commented 1 year ago

I had this issue. You need to use the snipping tool multiple times, then typically many hours (24 hours or so - I never turn PC off or allow it to sleep), the crosshair will fail to appear when you try to do a "rectangle" snip. However, I have not seen this issue since I installed the 3975 BETA driver. Which is not to say it is cured, only that I haven't seen it. I also doubt this is a problem with the snipping tool for Microsoft to fix. I never saw it before on the machine that now has the A770 in it, with both NVidia and AMD hardware, both of which had been used in that build prior to the install of the A770.

LaurenceBullivant commented 1 year ago

Intel Support,

This issue only occurs for me while using the A770. Before installing that card and for the better part of a week while I moved back to a nvidia card there were no issues with the Snip tool. While the A770 has been installed (both for the first 3 weeks and since I put the card back in), I have been seeing an issue that looks the same as dcominottim's video.

Please note that after a computer restart the snip tool will work for me for several days. I suspect that its being caused by something else I am running (maybe a game or a something else) which will then break the Snip from then onwards.

The next time it breaks, is there any information I can collect to assist in this troubleshooting.

If you are trying to reproduce this, can I suggest that you try the snip tool a few times a day on a active machine you are using. I suspect this is going to be something that will be very hard to reproduce on a test bench until we fine out what the external factor is that triggers this behaver.

LaurenceBullivant commented 1 year ago

@clivem and @dcominottim, If it happens again to you, can you please open the task manager and let us know if it looks funny (grayed out). I'm not sure if that was related to the snip issue or not.

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant ,

Thank you for the update.

There is a new ARC driver 31.0.101.4032 has been released, could you test it out. If issue persists, I would like to know if the issue is happening with MSFT inbox driver as well. If the issue occurs on your system with the MSFT inbox driver, then it's clear that it's either a tool issue. Please confirm this too.

LaurenceBullivant commented 1 year ago

@IntelSupport-Arun

I have just had the problem happen to me again and it is now in a broken state. I think this happened after playing a game on steam. When I try to launch that game again in Steam (Satisfactory) I get a error "A D3DD-compatible GPU (Feature Level 11.0, Shader Model 5.0) is required to run the engine.

The last time this occurred was NOT after I had used Satisfactory. But its possible that I had used a different game.

What I can run: I have tested and can still run Doom. Crying Suns works.

What doesn't work: I am unable to run Satisfactory (with the error above). I am unable to run Fallout 4 (doesn't open, no error). I am unable to run Frostpunk (doesn't open, no error). I am unable to use the Snip tool. I am unable to run XCOM 2: WOTC (Doesn't Open, no error).

Is there anything you want me to run to collect error information before restarting to resolve it?

LaurenceBullivant commented 1 year ago

@IntelSupport-Arun

Because I have work to do I have restarted my computer and it is now working as expected. At this point I am 95% sure this is a ARC issue. I have been using the same system, windows install, programs, games, and snipping habits for the last year. This only started happening after installing the ARC card. My uptime was 9 days before it occurred this time. However I had very little use on the computer over the Christmas time. Typical is 3-4 days.

It is unreasonable to expect me to run using the windows default display driver which doesn't provide any of the accelerated functionality to see if the issue is going to reoccur. That would leave me a hobbled computer for at least a week to prove a negative. I have already swapped back to a nvidia card for a week and experienced no issues during that time with the same usage patten.

I will update to the new driver and report back. In the mean time hopefully the additional information above can provide some insight into what might be happening.

If there is some debug or system state tool that you can provide which will collect all the system/card/directx information at the time of the issue, I highly suggest that you provide that so that we can run it the next time this happens.

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant , Past few days I have been verifying the issue and still, I couldn't able to reproduce your issue. I have used the below combinations for issue reproduction : Intel Core i7 12700K + Windows 11 Pro(10.0.22621 Build 22621) + Graphics driver ver.[31.0.101.4032] ==> PASS AMD Ryzen7 5800x + Windows 11 Pro(10.0.22621 Build 22621) + Graphics driver ver.[31.0.101.4032] ==> PASS

Also, I am verifying the issue on latest windows 11 build available. Could you please verify the issue again with the latest driver 31.0.101.4032? Please share the result

To make sure we are on the same page, I'd like to know the following details from your side:

  1. If the issue persists, I would like to know what steps you tried before the issue appeared. Give step by step issue replication method
  2. Are you Playing games and taking screenshots with the snipping tool?
LaurenceBullivant commented 1 year ago

Past few days I have been verifying the issue and still, I couldn't able to reproduce your issue.

As per my last message it took 9 days for it to happen last time.

Also, I am verifying the issue on latest windows 11 build available. Could you please verify the issue again with the latest driver 31.0.101.4032? Please share the result

Current driver is 31.0.101.4032.

  1. If the issue persists, I would like to know what steps you tried before the issue appeared. Give step by step issue replication method

I do not have a step by step process because I am not sure what is causing it. The symptom is being unable to use the Snip tool and some games stop running.

  1. Are you Playing games and taking screenshots with the snipping tool?

No, I am primarily taking screenshots of work documents (PDF's, Visio, Autodesk Viewer). I play games occasionally. In this case the only game I have played since starting the computer in the last 6 days is Satisfactory (Forced into DX12 mode). I have also used all the MS Office applications, Autodesk Viewer, MS Teams, Cisco Teams, Edge, Chrome, and Firefox.

At the moment all applications and Satisfactory are working. GPU is sitting at 1-2% with 11.7/16GB used. CPU is at sub 10%. RAM is at 52/64 GB.

Directing you back to my last two messages, Is there something I can collect to provide you technical details of what is happing when the issue occurs?

IntelSupport-Arun commented 1 year ago

Hi @LaurenceBullivant , Sorry for the delay. There is new ARC Beta driver 31.0.101.4034 has been released, please give it a try and see the issue is still happening for you.

LaurenceBullivant commented 1 year ago

@IntelSupport-Arun I'm not wanting to poke at anyone here, but it feels like this is a update and try if the issue is magically fixed.

The issue is currently happening on my system.

Directing you back to my last three messages, Is there something I can collect to provide you technical details of what is happing when the issue occurs?

EstebanIntel commented 1 year ago

Hi @LaurenceBullivant,

On the snipping issue, we are trying to repro the issue with no luck so far. Will take a further look at it as soon as I'm done with testing the Overwatch 2 issue.

On the other issues on games, please submit a separate GitHub issue so we can better test and track each issue.

LaurenceBullivant commented 1 year ago

@EstebanIntel Submitting a separate issue for this makes no sense because this all happens at the same time. What ever is happening has a symptom of the snipping tool and multiple games failing.

The reason I opened this case if because I would like the ARC system to be a viable alternative to AMD/Nvidia. For that to be the case, broader system issues like this need to be tracked and resolved. To enable that, I expect there will need to be some form of script or debug tool which will extract the current state of the ARC system and allow us to upload it.

If there is no way for me to collect debug info while the issue is happening there is very likely no way that you will be able to reproduce it. Its also very likely that this bug is a duplicate to some other issue that is happening but we have no way to identify that.

IGCIT commented 1 year ago

@LaurenceBullivant generate a new ssu log when the system is in this broken state and attach it, there could be some info there

EstebanIntel commented 1 year ago

@LaurenceBullivant,

I have been trying to repro this issue without success. I did 100+ snips and it continued to work as expected.

I see that both you and @dcominottim mentioned that the issue happens after using the system for long periods of time (1+ days). So I will try that and let you know if I can repro it.

Bryce-7995 commented 1 year ago

@LaurenceBullivant @dcominottim I ran into this twice now on my home Beast Canyon system with A770. I cannot repro this intentionally for the life of me. The 2nd time I repro'd it I used Ctrl+Win+Shift+B to reset graphics and it came back without reboot. I have not been able to get it to fail again in a week. Hoping my workaround can also work for you guys in the meantime 🤞🏻 Could you let us know if it helps?

EstebanIntel commented 1 year ago

Same here, I have not been able to consistently repro the issue. If any of you have any tips on how to consistently reproduce it, they will be very much appreciated

LaurenceBullivant commented 1 year ago

@EstebanIntel I haven't had the issue happen to me in the last two weeks, however I haven't been playing any games in that time and I think that is the trigger.

@Bryce-7995 I will try that when it happens again. That does seem to confirm an arc issue.

I suspect this is going to be an ongoing issues until it magically is resolved because this feels like the symptom of a different bug. Maybe we can ask that people testing over bugs which result in games not starting to try a snip when the system is broken?

Bryce-7995 commented 1 year ago

Thanks! Also @LaurenceBullivant, if graphics reset doesn't work for you, please note it of course, but next try killing and resetting Explorer. Need the first data point (gfx) before the 2nd data point (explorer) I'll keep an eye on this too if I get it to repro. Appreciate it!!

Bryce-7995 commented 1 year ago

I am getting this to fail more consistently just yesterday. Ctrl+Win+Shift+B = still failed End all Arc Control processes = still failed Restarted explorer.exe = pass So nothing worked except restarting explorer, BUT, it would fail again the very next time I tried to use the Snipping Tool. Restarting explorer fixed it again and again though. @EstebanIntel please write up a bug. I'll provide whatever logs they need. Be sure to note the data above. I'm thinking OS related and could warrant engagement with MS.

LaurenceBullivant commented 1 year ago

@Bryce-7995 Sorry I have been away for awhile but now that I am back I have had it happen once in the last week. For me Ctrl + Win + Shift + B seemed to fixed it that time. I am currently running the 31.0.101.4091 ARC driver build.

EstebanIntel commented 1 year ago

Hi @LaurenceBullivant is this still happening in the latest driver version 31.0.101.4255? Internally only Bryce was able to repro it, but he is not available, so we haven't been able to repro this issue.

IGCIT commented 1 year ago

@EstebanIntel i started my pc today and i wanted to use snipping tool, i can reproduce on A770 and latest driver

what i see:

1 - the screenshots contain garbage data, you can see the corrupted image in snipping tool preview window before saving the image.

2 - if you do not close the snipping tool, at this point, you can no longer take a screenshot, the "+ New" button still works but no overlay is shown so you cannot select anything

3 - if you close the snipping tool while in this corrupted state, to eg. restart it, it will crash on start (you see app crash in windows event logs) and it will not start anymore unless you restart explorer.exe

4 - if you do NOT close the snipping tool, and try again to take a shot multiple times, ie, press "+ New" -> no overlay will appear -> click somewhere as if you can take a shot, and repeat untill the overlay will work again (usually 5-6 times), a explorer.exe restart is not needed and the app will not crash

it seems to me there is some conflict that prevents the snipping tool overlay to properly work and thus causing a corruption because what you get in the screenshot is corrupted data (on the other hand, the snipping tool should have more checks to avoid issues like this)

this is a long shot, but, is it possible that the arc control is causing this? isn't it an overlay too and running all the time? i did not try, but can someone try to uninstall arc control and try to corrupt the snipping tool again? (make sure no arc control stuff is running)

how to reproduce (at least what i do):

1 - open some windows (i had virtualbox GUI and virtualbox vm window open), it seems this make it easier to corrupt the tool

2 - open snipping tool

3 - set snipping mode to rectangle mode

4 - press "+ New"

5 - take a screen, just click somewhere (yes, click, no selection) or select a region ramdonly inside windows you have open (in my case i tried in virtualbox GUI)

6 - do not save or close, or anything else, the screenshot preview and the tool

7 - repeat 4-5-6 till you see corrupted preview or the overlay will not appear anymore when you press "+ New"

8 - once corrupted, you can close the tool (and this will cause a crash when you start it) or you can repeat 4-5-6 till the tool will fix itself (ie, overlay will start again, in which case, the app will not crash on start if you close it now)

hope this helps

EstebanIntel commented 1 year ago

Hi @IGCIT,

Unfortunately, I'm still unable to reproduce this issue, even when trying on multiple systems. Since you mentioned that you can get the snipping tool to crash, can you help gather the App crash dump? (BTW, Arc doesn't support any kind of graphics virtualization technology, see Graphics Virtualization Technologies Support for Each Intel® Graphics Family)

To gather the App crash dump:

  1. On the System Under Test (SUT), open a Command Prompt as Administrator

  2. Run the following commands:

reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting" /v "Disabled" /t REG_DWORD /d "0x1" /f reg add "HKEY_CURRENT_USER\Software\Microsoft\Windows\Windows Error Reporting" /v "Disabled" /t REG_DWORD /d "0x1" /f reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v "DumpFolder" /t REG_EXPAND_SZ /d "C:\AppCrashDumps" /f reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v "DumpType" /t REG_DWORD /d "0x2" /f reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl\LiveKernelReports" /v "DeleteLiveMiniDumps" /t REG_DWORD /d "0x0" /f reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\FullLiveKernelReports" /v SystemThrottleThreshold /t REG_DWORD /d 0 /f reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\FullLiveKernelReports" /v ComponentThrottleThreshold /t REG_DWORD /d 0 /f reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\FullLiveKernelReports" /v FullLiveReportsMax /t REG_DWORD /d 10 /f reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v AlwaysKeepMemoryDump /t REG_DWORD /d 1 /f reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v "FilterPages" /t REG_DWORD /d "0x1" /f reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v "CrashDumpEnabled" /t REG_DWORD /d "0x1" /f reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management" /v "PagingFiles" /t REG_MULTI_SZ /d "C:\pagefile.sys 17400 17400" /f

  1. Restart the SUT

  2. Reproduce the issue and make the snipping app crash

  3. Find the App crash dump at C:\AppCrashDumps and upload it

EstebanIntel commented 1 year ago

Hey @IGCIT, did you had any luck capturing the App Crash Dump?

IGCIT commented 1 year ago

not yet, it is not a fast trigger so i need some time to break the application, i should have enough free time this weekend

IGCIT commented 1 year ago

@EstebanIntel CrashDumps.7z.zip

remove .zip extension, just github doesn't allow 7z

EstebanIntel commented 1 year ago

Thanks! Can you please let me know what driver version were you on when you captured this?

IGCIT commented 1 year ago

4257 iirc

EstebanIntel commented 1 year ago

Hi @IGCIT, another follow-up question. Were you using virtualbox seamless mode when you captured the crash dumps?

IGCIT commented 1 year ago

no vm was running, actually virtualbox gave me a weird error and i was not able to run any vm, so it was just the virtualbox gui open, i mean the main app, not a vm

TheWonderfulTartiflette commented 1 year ago

Hey I'm experiencing exactly the same issue, pressing Prnt Screen, Shift+Win+S or directly opening the Snipping Tool app doesn't do anything, except a loading cursor. Sometimes it works, sometimes it doesn't, without obvious reasons. This issue has been appearing since I have my A770, end of March

EliezYT commented 1 year ago

Hey I'm experiencing exactly the same issue, pressing Prnt Screen, Shift+Win+S or directly opening the Snipping Tool app doesn't do anything, except a loading cursor. Sometimes it works, sometimes it doesn't, without obvious reasons. This issue has been appearing since I have my A770, end of March

It seems it was fixed in the latest update at least on my system it works.

Arturo-Intel commented 1 year ago

@LaurenceBullivant do you still get the same behavior using the latest driver (101.4577) ?

--r2