Error message when working with SDL Trados 2015 SR1 and SR2

Question

Hello, 
 Ever since I upgraded to SDL Trados 2015, I've been having the following errors, which seem related: 
 (1) Every couple of hours when I'm working with Trados, the screen suddenly freezes and I receive the error message: "Device driver stopped responding". This message pops up successively 2 or 3 times. After I have closed it each time the screen will return to normal. 
 (2) Sometimes I will receive the error message "Device driver stopped responding" but the computer will no longer respond to my prompts to close the message. Instead, it will go dark and the computer will completely restart. 
 (3) The latest inception of this problem is that every few hours when I'm working in Trados, my screen will suddenly go dark and the computer will restart. At these times, I do not get any error messages whatsoever, the computer simply restarts on its own. 
 I had this problem when I initially installed Trados 2015. I installed SR2 about a week ago, but the problem persists. This problem (error messages / computer restarting) occurs ONLY when I'm working with Trados. 
 I contacted Hewlett Packard since my laptop is still under service. They tried to help me for several days, but were unable to resolve the issue. 
 Please help, this issue is seriously disrupting my work. I work with Windows 10.

Paul · Answer

Hi Jessica, 
 
I dropped you an email with details of the hotfix we are planning to release shortly. Please feel free to try that and let me know if this resolves the problems for you? 
 
Kind regards 
 
Paul

Paul · Answer

Hi Jessica. 
 
Many apologies Jessica... I definitely didn't read your post well enough the first time, probably because I was checking for SR2 problems. My bad! 
 
his doesn't sound as though it's a Studio problem at all. Do you know if you have had any windows updates for your graphic cards perhaps? Or maybe your graphics driver is just not working. 
 
I think, if you can't get any joy from the people who are working on your computer for you then please raise a support request and our team may be able to help identify the issue. This can be achieved really quickly using this link: 
 
 http://support.xl8.one/ 
 
Just fill in the form and submit it. If you can, use the Chrome browser to log the case, you'll get more success in completing the form, and make sure your email address is entered correctly or nobody will be able to get back in touch with you. 
 
Regards 
 
Paul

Paweł Kaczmarczyk · Answer

I had probably the same problem (screen suddenly going dark for a few seconds when typing fast in Trados 2015 several times daily). 
My system is Windows 10 64-bit. 
Analysis of entries in Windows Event Viewer showed that the error was recorded as "Display Driver igfx has stopped responding but has recovered". 
In short, it means that for some reason Trados makes Windows think that the graphics driver does not respond and must be restarted. 
 
I think I may have found a solution, as the problem has not re-occurred for some time. 
 
In my case the problem was solved by adding just one entry to the Windows registry. 
The solution is described e.g. here: 
 answers.microsoft.com/.../4ecdd689-a885-4bbc-90e8-13748a7c4dce 
 
Shortly, I added a QWORD (64-bit) entry named TdrDelay with value of 8 in the following subkey of Windows registry: 
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\GraphicsDrivers 
 
It does not seem to otherwise affect Windows in any way. 
 
I hope this helps. 
 
Pawel

Paul · Answer

Unknown said: Could you kindly provide me with a different link or channel through which I can submit a support request? 
 Hi Jessica, 
 There isn't one, unless you have a support contract. So I have done it for you. 
 Kind regards 
 Paul

Trados Studio > 1. Trados Studio

Error message when working with SDL Trados 2015 SR1 and SR2