Graphics card lock up on Surface Pro 8: following error - Faulting module name: KERNELBASE.dll, version: 10.0.26100.8328, time stamp: [Moderator Note: Personal Info Removed]

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Hi Jas,

You may also want to check whether the issue is caused specifically by the Intel Graphics Software service rather than the driver itself. Try uninstalling the Intel Graphics Software / Arc Control app from Settings > Installed Apps and restart. Windows will keep the driver via Windows Update, but this should remove the crashing service.

You can also run system repairs to rule out corruption by typing cmd in the Start menu search box then Run as administrator:

DISM /Online /Cleanup-Image /RestoreHealth
sfc /scannow

These help fix system file issues that may trigger KERNELBASE.dll crashes.

Feel free to share any updated logs if the issue continues. I'm here to help.

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The crashes are caused by the Intel graphics software service (IntelGraphicsSoftware.Service.exe) failing in KERNELBASE.dll. On Surface Pro 8, graphics and display stability issues are commonly addressed by installing the latest Surface firmware and Intel Iris Xe graphics drivers delivered through Windows Update.

To mitigate the lockups and application crashes on Surface Pro 8:

1. Ensure the device is on a supported Windows 10/11 build for the latest Surface Pro 8 updates (for example, Windows 10/11 22H2 or later, as required by recent packages in the update history).
2. Run Windows Update repeatedly until no further updates are offered. This is important because Surface graphics, firmware, and related components are serviced only through Windows Update.
3. Confirm that the latest Surface Pro 8 graphics-related packages are installed. Recent updates include, for example:
   • Intel Iris Xe Graphics display and extension drivers (such as Intel Corporation - Display - 32.0.101.6129 and Intel Corporation - Extension - 32.0.101.6129) which improve system stability, reduce Timeout Detection and Recovery (TDR) events, and fix crashes that can make the system unresponsive.
   • Later graphics driver updates (for example, Intel Corporation - Display - 32.0.101.6737 and Intel Corporation - Extension - 32.0.101.6737) that address security issues, blue screens with extended monitors, graphics–camera interface problems, and screen flickering that can lead to hangs or restarts.
4. Make sure all related firmware is current, as Surface UEFI, ME firmware, and system components are updated together with the graphics stack and can affect overall stability.
5. After updating, restart the device several times and re-check Windows Update to ensure no pending driver/firmware packages remain.

These Surface Pro 8 graphics and firmware updates are specifically documented as improving stability, reducing display-related crashes, and addressing TDR and screen flicker scenarios that can manifest as GPU lockups and application failures similar to the one reported.

References:

• Surface Pro 8 update history