Kaspersky
Question

Error in graphic driver occured

  • 3 November 2019
  • 27 replies
  • 9424 views

While loading Kaspersky antivirus , dialog appears as 

“Error in graphic driver occured”

kindly guide me  

 


27 replies

Userlevel 7
Badge +6

Hello  @nellai87,

Did you update to patch(E) as @Friend advised?

Please let us know?

Thank you.

give me the link

Userlevel 7
Badge +4

@nellai87 Can you please also submit

  1. GSI Log
  2. Screenshot : https://support.kaspersky.com/common/diagnostics/492
Userlevel 6
Badge +6

Hi, @nellai87 ,
This is a bug, Kaspersky Lab developers are working on a solution.
Workaround to rename the file nvd3d9wrap.dll in the folder: C:\Program Files (x86)\NVIDIA Corporation\coprocmanager  or disable the NVIDIA graphics card through the device manager Windows.

Hello, I have the same problem, but I need the Nvidia drivers to work as well, so just removing or renaming the drivers is not an option for me, when will Kaspersky have a fix for this?

Userlevel 6
Badge +6

Hello, @Jester ,
Renaming a file  nvd3d9wrap.dll should not affect the operation of the video card; you can try to rename the file and observe the changes. By decision - nothing is known.
Partially it had to be solved in patch E https://support.kaspersky.com/14377#block0

"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

Hi when is this issue going to be fixed, renaming in file  nvd3d9wrap.dll did not work, I also uninstalled my current version and installed the https://box.kaspersky.com/f/b8a64633d1944e8da441/?dl=1 which also did not fix the issue and I got the same issue as before.

Can you update on the status? Thank you

Userlevel 7
Badge +6

Hello  @bsevinc,

Welcome!

The current KAV installation, which patch(x) is applied?  x = letter

Please let me know? 

Note : a fix was applied in patch E, however, it appears a further fix is going to be distributed in the future, no ETA atm. 

Thank you.

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

 

Userlevel 7
Badge +6

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:

:arrow_right: 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:question: we don’t waste your time telling you to, for example “contact TS”)…
  3. Please also check:

Thank you

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!

 

 

Userlevel 7
Badge +6

Hello  @bsevinc,

Thank you for replying & the data.

Before “0x* referenced memory @ 0x0*, memory could not be read” error, was the ORIGINAL issue “graphic driver” error? 

Please let me know?

Thank you

Hi @FLOOD , correct the first one I receive is the “graphic driver” error and once I say okay 

, I receive the other one. Can you guide me how to solve the issue? Thanks

Userlevel 7
Badge +6

Hello  @bsevinc

‘Thank you for the confirmation of the original error. 

I will update shortly. 

Please don’t make any changes in the interim.

Thank you:pray_tone3:

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

Userlevel 7
Badge +6

Hello  @Gilportier,

Thank you for posting again.

May I ask why you’re making duplicate replies in multiple topics:thinking: ?

Kaspersky has acknowledged a further fix is rqeuired, no ETA has been announced atm. 

Thank you

Userlevel 7
Badge +6

Hello  @bsevinc,

When GSI was run was Windows Logs selected ? 

Would you be kind please, re-run GSI & Windows Logs & upload please? 

Thank you

Hi @FLOOD , I have attached the updated logs. Please let me know how to proceed. Thank you

Userlevel 7
Badge +6

Hello  @bsevinc

Thank you:ok_hand_tone3:

Now that I have the complete data I will update shortly. 

Please don’t make any changes in the interim.

Thank you:pray_tone3:

Userlevel 7
Badge +6

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:mag: , 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:mag_right: , 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

Userlevel 6
Badge +6

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

Userlevel 7
Badge +6

@Friend,

Atm we are preparing  @bsevinc’s system to clean install KIS, before he will follow your instructions. 
Thank you. 

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 
 

 

Userlevel 7
Badge +6

Hello @bsevinc,

Yes, I did look at the logs. 

I sent the detailed instructions on that basis and bc we need to prepare your system. 

There’s no point applying anything if existing problems aren’t resolved.

Run Windows in SafeMode, without making any changes, so you’re familiar with what it feels like. 
:arrow_right: Running Windows in SafeMode is only temporary, to do the procedures I’ve sent thru.:arrow_left:

:warning: The procedures need to be followed carefully:warning:

There is no ETA for H.

Have a good break, travel safe. 

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