Intel(R) UHD Graphics 770 Showing Driver Error 0xC00000E5 (OEM25&49.INF)

Mickmack · Oct 28, 2024

Hi All,

On a couple of our computers, we are getting error messages saying Intel graphics drivers are missing, please install. A re-install fixes this, but its happening on a lot of devices (Windows 11 mainly so far).

Going through the event logs, , multiple times, two drivers have failed to start, OEM49.INF and OEM25.INF.

Error messages :

Device not started :

Device PCI\VEN_8086&DEV_A780&SUBSYS_331B17AA&REV_04\3&11583659&0&10 had a problem starting.

Driver Name: oem25.inf
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower Filters:
Upper Filters:
Problem: 0x0
Problem Status: 0xC00000E5

Device not started :

Device PCI\VEN_8086&DEV_A780&SUBSYS_331B17AA&REV_04\3&11583659&0&10 had a problem starting.

Driver Name: oem49.inf
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower Filters:
Upper Filters:
Problem: 0x0
Problem Status: 0xC00000E5

I've had a look through setupapi.dev.log and I can see there's errors in unable to get driver package version, but I'm not 100% sure what's happening. I'll attach the log. So far its effected 5 devices, all different hardware.

Would there be any tools I can use to look into this deeper?

Thank you!
Mickmack

glasskuter · Oct 28, 2024

Welcome to the forum. A few questions that may help us help you.
Do all the troublesome devices have 13th & 14th gen core processors with 770 graphics?
Did these computers recently upgrade to 24h2 or are they still running on 23h2?

Intel released new graphics drivers 10/24/24 for both for Intel® Arc™ & Iris® Xe Graphics - Windows* and Intel® Arc™ Pro Graphics - Windows* Drivers

You might try a test machine using the new drivers straight from Intel to see if it solves the problem. I doubt they have reached the vendor yet.
Be sure to read the release notes and readme files to make sure it applies to your specific cpu. Also, during the install of the new driver be sure to check the box for a clean installation which means the older driver and software package will be removed rather than stored in driverstore.

Mickmack · Oct 29, 2024

Event logs of the driver :

glasskuter said:
Welcome to the forum. A few questions that may help us help you.
Do all the troublesome devices have 13th & 14th gen core processors with 770 graphics?
Did these computers recently upgrade to 24h2 or are they still running on 23h2?

Intel released new graphics drivers 10/24/24 for both for Intel® Arc™ & Iris® Xe Graphics - Windows* and Intel® Arc™ Pro Graphics - Windows* Drivers

You might try a test machine using the new drivers straight from Intel to see if it solves the problem. I doubt they have reached the vendor yet.
Be sure to read the release notes and readme files to make sure it applies to your specific cpu. Also, during the install of the new driver be sure to check the box for a clean installation which means the older driver and software package will be removed rather than stored in driverstore.

Thank you for getting back to me :)

I've had a look and they are all 13th / 14th gen processors with 770 graphics and all our computers are on 23H2 currently.

I'll get a test PC setup and hopefully get back to you with good news!

Thanks,
Mickmack

Torus · Oct 29, 2024

Rich (BB code):

     sto:                {DRIVERSTORE DELETE BEGIN} 14:25:03.645
!    inf:                     Unable to load INF: 'C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf'(00000003)
!    inf:                     Error 3: The system cannot find the path specified.
!!!  inf:                     Invalid INF 'C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf', parsing error on line 0. Code = 1002
!    dvi:                     Unable to get root devices from driver package 'C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf'. Error = 0x00000003
     sto:                {DRIVERSTORE DELETE BEGIN: exit(0x00000000)} 14:25:03.661
     idb:                {Unpublish Driver Package: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf} 14:25:03.661
     idb:                     Clearing active driver package 'iigd_dch.inf_amd64_26f607aaf0cd7b4b'.
     cpy:                     Unpublished 'oem49.inf'.
!    inf:                     Unable to load INF: 'C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf'(00000003)
!    inf:                     Error 3: The system cannot find the path specified.
!!!  inf:                     Invalid INF 'C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf', parsing error on line 0. Code = 1002
!    idb:                     Unable to open driver package file, querying database for device IDs. Error = 0x00000003, Filename = C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf
     idb:                     Deindexed 1223 device IDs for 'iigd_dch.inf_amd64_26f607aaf0cd7b4b'.
     sto:                     Flushed driver database node 'DRIVERS'. Time = 0 ms
     sto:                     Flushed driver database node 'SYSTEM'. Time = 0 ms
     idb:                {Unpublish Driver Package: exit(0x00000000)} 14:25:05.786
!    sto:                Unable to get catalog for driver package 'C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf'. Error = 0x00000003
     idb:                {Unregister Driver Package: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_26f607aaf0cd7b4b\iigd_dch.inf} 14:25:05.802
     idb:                     Unregistered driver package 'iigd_dch.inf_amd64_26f607aaf0cd7b4b' from 'oem49.inf'.

It's because iigd_dch.inf is either missing or corrupt, it should exist in your component store still so you could replace it from there. Could you please provide your COMPONENTS and SideBySide subkey so I can check which component it will belong to?

Export SideBySide

Click on the Start button and in the search box, type regedit
When you see regedit on the list, right-click on it and select Run as administrator
When regedit opens, using the left pane, navigate to the following registry key and select it by clicking on it once.

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\SideBySide
Once selected, click File > Export....
Change the Save as type: to Registry Hive Files (.)
Name this file SxS (with no file extension) and save it to your Desktop.

Once done please upload this file via Dropbox or OneDrive or SendSpace.

Retrieve Components Hive
1. Navigate to C:\Windows\System32\Config and locate the COMPONENTS file.
2. Please copy this file to your desktop.
Note: If you receive an error that this file is in-use, simply reboot your computer and try again.
3. Right-click on this file on your desktop and select Send To...Compressed (zipped) folder. This will create a file named COMPONENTS.ZIP on your desktop.
4. The file will likely be too large to upload here so please upload to a file sharing service. Examples of services to upload to are Dropbox or OneDrive or WeTransfer and then just provide the link in your reply.

Mickmack · Nov 4, 2024

Apologies not had chance to get these yet, we're having an issue with admin permissions on our AV devices and this affected device is an AV device, so just trying to fix that first.

Will get back when I can :)

Intel(R) UHD Graphics 770 Showing Driver Error 0xC00000E5 (OEM25&49.INF)

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