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 7.1.7.0 of the Viewer and Agent. The video driver was an Intel® HD Graphics 530, driver date 4/3/2022, driver version 30.0.101.1692..
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.