Hi, group! I searched, but did not see any results in the forum on this one so I thought I would put it out there to see if anyone else has experienced this before and what they did to fix it (if anything).
I was attempting to assist someone using the RU agent. I was able to connect without issue, but after being connected for a few seconds, the screen started blinking on the users end and got very garbled on my end (RU Viewer) before causing a blue screen of death on the agent side. The exact stop code was VIDEO_TDR_FAILURE in igdkmd64.sys.
I noticed that if I reconnected using the RU agent and did file transfer and not full control, it would not crash the computer.
This is running a fully patched Windows 10 and the video driver appears to be up to date (at least according to Microsoft/Windows Update) and we were both using 22.214.171.124 of the Viewer and Agent. The video driver was an Intel® HD Graphics 530, driver date 4/3/2022, driver version 126.96.36.1992..
We ended up using Microsoft Quickassist instead, so I did not find a solution, but thought I would share here in case others have experienced or do experience in the future.
As per Microsoft support forums, this error code is usually caused by the graphics acceleration driver (usually related to an Intel Graphics Kernel Mode Driver). When you see this error message, it might be caused by the graphics card driver being unresponsive. In this case, you might try re-installing the latest driver directly from the Intel website. In addition, you can also check if you're able to Roll Back the Graphics Card Driver - this option can be located in the Device Manager -> Display adapters -> Properties -> Driver tab. If you're unable to roll the driver back, you can try uninstalling it completely.
You can also try running the Deployment Image Servicing and Management (DISM) tool which fixes the Windows corruption error if there are any. Follow the steps as described here: 1. Press Windows+X. 2. Click on Command Prompt and select Run as administrator. 3. Type the command DISM.exe /Online /Cleanup-image /Restorehealth and press Enter. 4. Alternatively, in the Command Prompt window, type sfc/ scannow and hit Enter - this way the System File Checker will scan the machine for corrupted or missing system files and then try to fix them.
Alternatively, you can also try running the remote machine in Safe Mode as described here.