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Error in graphic driver occured

nellai87

By nellai87
in Kaspersky Anti-Virus

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Gilportier

Gilportier

Posted
Posted

"Error in graphics drivers occurred" which appears and keeps coming back preventing KASPERSKY ANTIVIRUS from launching.

This is a known bug in the latest 2020 version of KASPERSKY ANTIVIRUS which does not exist in the 2019 version of the program.

If you have this problem, your PC is equipped with 2 graphics cards.
An INTEL which is a low-power card in electrical energy and which is used when your PC is on battery or in office mode.
The other, more powerfull (Nvidia or other brand) is used for the best video quality, transfer via an HDMI port, ect.
Windows switch from one to the other depending on your setting in Windows Power Options. The INTEL basic graphics card is in perfect harmony with your computer processor and takes up its transfer energy and resources on the processor while also consuming RAM memory.
The secondary card (Nvidia or other brand) is more autonomous, with its own processor and integrated RAM memory. It is however much more greedy in electrical energy.

To temporarily resolve this "error in graphics drivers occurred" problem generated by KASPERSKY, and while waiting for KASPERSKY to resolve its own, you will only use one graphics card on your PC.
To do this, you go to the Windows device manager (peripheric manager) , then go to "Graphics Cards". Right click on the video card you wish to deactivate, then click on "deactivate".
- If you work more on office automation and internet, if you often use your PC on battery, deactivate the most powerful (Nvidia or other brand).
- If you use the battery, and you rather take photos, video and you use the HDMI transfer, deactivate the INTEL card.
When KASPERKY LAB will have solved its oversight problem in the switch and sharing of video cards, you will be able to reactivate your INTEL or NVIDIA card or another brand.

Otherwise, while waiting for KASPERKY LAB to resolve its dual graphics card monitoring management problem, you can return to the 2019 version of KESPERSKY ANTIVIRUS which works perfectly fine.

A) Uninstall Kaspersky Anti-Virus if the installation has been made

A guide to uninstall applications for Windows 10 is available here: https://support.microsoft.com/fr-tn/help/4028054/windows-10-repair-or-remove-programs

B) Install Kaspersky Anti-Virus 19:

1. Download the installation file for the latest version of Kaspersky Anti-Virus 19.0.0.1088, by clicking on the following link:
https://box.kaspersky.com/f/b8a64633d1944e8da441/?dl=1

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bsevinc

bsevinc

Posted
Posted

Thank you @FLOOD for your prompt response, where can I check to see which patch is installed? Everytime I try to l open KAV, I am getting the same error, hence I can not see any information. (I also tried uninstalling and installing it again) Is it possible to install patch E directly- can you provide me a link if possible? Thank you

 

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Flood and Flood's wife

Flood and Flood's wife

Posted
Posted

Hello   @bsevinc,

You’re very welcome!

Patch E was released in October, 2019, so there’s a good chance you did have it, the current advice is, a further fix is required which is yet to be released in a patch.

Atm, the latest patch is G - v20 release notes

Before doing anything more:

➡ I’d like to look at your system, may I have a GSI&Windows Logs, upload zip folder to cloud & post back the link please?

And, please tell me:

  1. How was uninstall/reinstall done - please detail all steps?
  2. Is KAV Free or Premium? (Free has config limitations, no Tech Support & Advertising, if we know this❓ we don’t waste your time telling you to, for example “contact TS”)…
  3. Please also check:

Thank you

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bsevinc

bsevinc

Posted
Posted

Hi @FLOOD , I purchased the Kaspersky Internet Security on Dec2 2019 hence I have a valid activation code. The program was working with no issue until this week, then I started getting the error message. Can you tell me the steps to revert it back please?

I uninstall the KAV from control panel/programs and features then uninstall the program. While uninstalling process, it asks me if I make the program save my activation code not to lose it (which I choose). Once KAV is totally gone from the program list, then I reinstall it from the https://www.kaspersky.com/downloads/thank-you/internet-security and during installation the program does not ask my activation code again. Once it is installed, it automatically asks for reboot of the pc and after the reboot I receive the issue message.

I have attached the logs, please let me know the next steps for how to proceed. Thank you!

 

 

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Gilportier

Gilportier

Posted
Posted

KAV Version (g) is still affected by this problem. 
"Error in graphics drivers occurred" which appears and keeps coming back forbiding
KASPERSKY ANTIVIRUS from launching. 
This is a known bug in the latest 2020 version of KASPERSKY ANTIVIRUS which does not 
exist in the 2019 version of the program.
If you have this problem, your PC is equipped with 2 graphics cards.
An INTEL which is a low-power card in electrical energy and which is used when your PC is 
on battery or in office mode.
The other, more powerfull (Nvidia or other brand) is used for the best video quality, transfer 
via an HDMI port, ect.
Windows switch from one to the other depending on your setting in Windows Power Options. 
The INTEL basic graphics card is in perfect harmony with your computer processor and takes 
up its transfer energy and resources on the processor while also consuming RAM memory. 
The secondary card (Nvidia or other brand) is more autonomous, with its own processor and 
integrated RAM memory. It is however much more greedy in electrical energy.
To temporarily resolve this "error in graphics drivers occurred" problem generated by 
KASPERSKY, and while waiting for KASPERSKY to resolve its own, you will only use one 
graphics card on your PC.
To do this, you go to the Windows device manager (peripheric manager) , then go to 
"Graphics Cards". Right click on the video card you wish to deactivate, then click on 
"deactivate".
- If you work more on office automation and internet, if you often use your PC on battery, 
deactivate the most powerful (Nvidia or other brand).
- If you use the battery, and you rather take photos, video and you use the HDMI transfer, 
deactivate the INTEL card.
When KASPERKY LAB will have solved its oversight problem in the switch and sharing of 
video cards, you will be able to reactivate your INTEL or NVIDIA card or another brand.
Otherwise, while waiting for KASPERKY LAB to resolve its dual graphics card monitoring 
management problem, you can return to the 2019 version of KESPERSKY ANTIVIRUS 
which works perfectly fine.
A) Uninstall Kaspersky Anti-Virus if the installation has been made
A guide to uninstall applications for Windows 10 is available here: 
https://support.microsoft.com/fr-tn/help/4028054/windows-10-repair-or-remove-programs
B) Install Kaspersky Anti-Virus 19:
1. Download the installation file for the latest version of Kaspersky Anti-Virus 19.0.0.1088 by clicking on the following link:
https://box.kaspersky.com/f/b8a64633d1944e8da441/?dl=1

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Flood and Flood's wife

Flood and Flood's wife

Posted
Posted

Hello  @bsevinc,

Please follow these steps, note: if at any step there is a problem, stop, let me know the issue please? 

  • 1. Uninstall KIS, save License information only, ignore the other 5 options, at the completion of the uninstall, Reboot.
  • 2. Login, set Windows to run in SafeMode, select Restart, login to SafeMode. 
  • 3. Windows Search🔍 , type cmd, select cmd.exe, rightclick, run as Administrator

copy & paste

sfc /scannow

press enter, allow the process to complete. 

Go to C:\Windows\Logs\CBS\
Save CBS.log to Desktop

  • 4.  Windows Search🔎 , type Powershell, select Powershell.exe, rightclick, run as Administrator

Copy & paste 

wevtutil el | Foreach-Object  

press enter, allow the process to complete. 

  • 5. C:\Users\YOURNAME\AppData\Local\Temp

Delete everything in Temp, note: there may be a few files or folders "in use", select "Skip". 

  • **5a. If there are other Windows User profiles on the device, rerun 5. for all Users, except Adminstrator, Default & Public.**
  • 6. C:\Windows\Temp

Delete everything in Temp, note: there may be a few files or folders "in use", select "Skip". 

  • 7. Boot Windows back to normal mode, login, do not start any apps.
  • 8. C:\Program Files (x86)\Kaspersky Lab - take a screen image, attach to your reply? 
  • 9. C:\ProgramData\Kaspersky Lab - take a screen image, attach to your reply?
  • 10. Run GSI & Windows Logs, upload folder to cloud & post the link? 
  • 11. Attach CBS.log to your reply please?

Thank you

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Friend

Friend

Posted
Posted

Greetings, @bsevinc 
The error persisted, because instead of the 2019 version, you reinstalled the 2020 version.
The developers said that the next fix should be in patch H.
Temporary solutions have already been provided, but I will repeat them in priority :

  1.   Update NVIDIA graphics card drivers to the latest version: https://www.nvidia.ru/Download/index.aspx?lang=en, restart the computer.
  2. Make sure you have patch E and higher: https://support.kaspersky.com/14378#block0
  3.   Disable antivirus self-defense in Safe Mode. https://support.kaspersky.com/common/windows/493
  4.  Rename file: C:\Program Files (x86)\NVIDIA Corporation\coprocmanager\nvd3d9wrap.dll  to nvd3d9wrapX.dll or nvd3d9wrap.old
  5.  Disable the NVIDIA graphics card through the Windows device manager or in the BIOS settings.
  6.   Install the 2019 or 2018 version and disable in the auto-update settings to the latest version. https://products.s.kaspersky-labs.com/ Detailed instructions on how to install the previous version: https://support.kaspersky.com/15098#block1, before installation you need to remove the 2020 version.

 

Additionally, I recommend that you download and install the latest version of the Microsoft .NET Framework. https://go.microsoft.com/fwlink/?linkid=2088631

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bsevinc

bsevinc

Posted
Posted

Hi @FLOOD , thank you for sending me the detailed description. However I am not really familiar with running my pc in the safe mode , hence I don’t want to cause any other problems when trying to fix this issue.  

Did you have a chance to look into the 2 logs I shared for the  GSI & Windows Logs? Is it possible to make any progress from there?

I am using the Patch g, if the Patch H fixes this issue will KAV start to run as normal or do I need to uninstall the current version of KAV permanently in my PC?

I will be out for vacation for 10 days and can wait for the Patch H which will hopefully fix this issue. Do you have an estimated time of release? Thanks 
 

 

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