Bug 119823 - LibreOffice crashes on open "your system has crashed" message, click it away and its done - Intel HD Graphics
Summary: LibreOffice crashes on open "your system has crashed" message, click it away ...
Alias: None
Product: LibreOffice
Classification: Unclassified
Component: LibreOffice (show other bugs)
(earliest affected) release
Hardware: x86-64 (AMD64) Windows (All)
: high major
Assignee: Not Assigned
Depends on:
Blocks: Crash-Report
  Show dependency treegraph
Reported: 2018-09-12 14:25 UTC by jasper.lankhorst
Modified: 2019-06-08 02:54 UTC (History)
3 users (show)

See Also:
Crash report or crash signature:


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Description jasper.lankhorst 2018-09-12 14:25:31 UTC
This is more like a minor inconvenience, but it happens everytime I start up the program; "Unfortunately Libreoffice has crashed" (the standard error message) I keep seeing this message everytime I start the program, even though the program does not visible show it crashed,

Reproduce: 1. Have this pc running windows. 2. When I shutdown the program myself, and open it again the message comes, 3. I click the message away and the program works as normal. This happens on all of the products of the libreoffice suite.

I use the latest version of libreoffice ( When I click the update button it does not show any updates.

Things I tried: - Reboot in Safe mode. - All the options in the screen of safe mode: - Delete user Profile - Extensions - Configure - Restore from backup - Uninstall / reinstall libreoffice.

So I turn to this board for more information for either a fix, hotfix or update =). Or some smart thing I hope to have over looked.

My profile generated to be examined: http://dev.jasperlankhorst.nl/libreof...

Edit: I see there is but my libreoffice update did not show this. testing to see if this resolves it. Updating to 6.1.03 does not resolve this issue.

Platform: Windows 64bits

Crash Report: The crash report was successfully uploaded. You can soon find the report at: crashreport.libreoffice.org/stats/crash_details/0efb669d-843f-4e7e-8e0b-d8dfe531ecdd

Eventually it comes down to some file not having writing acces?

"ig9icd64.dll" "EXCEPTION_ACCESS_VIOLATION_WRITE" How can this be resolved?

Steps to Reproduce:
1.have the Intel Driver, and this pc.
2.Open Libreoffice.
3. See the screen saying "Libreoffice has crashed"
4. close application.
5. open it again
6 see step 3.
7. click it away and use libreoffice as normal.

Actual Results:
a screen saying "Libreoffice has crashed" On Calc and on Texteditor

Expected Results:
No screen saying it has crashed, I just exited it normally.

Reproducible: Always

User Profile Reset: Yes

Additional Info:
I opened this bugreport because of this question:


Version: (x64)
Build ID: efb621ed25068d70781dc026f7e9c5187a4decd1
CPU threads: 8; OS: Windows 10.0; UI render: default; 
Locale: en-US (en_NL); Calc: CL

See Log:
Comment 1 Xisco Faulí 2018-09-12 14:36:16 UTC
Thanks for reporting the issue.

> Crash Report: The crash report was successfully uploaded. You can soon find
> the report at:
> crashreport.libreoffice.org/stats/crash_details/0efb669d-843f-4e7e-8e0b-
> d8dfe531ecdd

This is weird,on the one hand, you're saying you're using LibreOffice, On the other one, the crash reports says Version:
Are you sure you tested with a clear profile as explained here -> https://wiki.documentfoundation.org/UserProfile ?
Comment 2 jasper.lankhorst 2018-09-12 14:37:54 UTC
Yes it is a weird one as it keeps occuring. I updated to 6.1.03 and its still occuring. I hoped it was fixed by updating libreoffice.
Comment 3 jasper.lankhorst 2018-09-12 14:39:39 UTC
I think it might have something to do with the videocard combination of "Intel HD Graphics 630" and also a "NVIDIA Geforce GTX 1050" in this laptop.
Comment 4 jasper.lankhorst 2018-09-12 14:43:11 UTC
Yes I am postively sure, I opened a file explorer went to: "%APPDATA%\libreoffice\4\user"deleted the content and opened the application again.
Comment 5 jasper.lankhorst 2018-09-12 14:43:26 UTC
still happens.
Comment 6 Timur 2018-09-12 15:01:29 UTC
Thank you for reporting. 
You marked component: Base but you didn't mention in bug report, please confirm. 
http://crashreport.libreoffice.org/stats/signature/ig9icd64.dll shows 12484 crashes for Windows 64-bit starting from 5.2. Please confirm you had this bug before.
You are best asked to also test with master (now 6.2+) from https://dev-builds.libreoffice.org/daily/master/. Or you may use http://tdf.io/siguiexe.
Comment 7 jasper.lankhorst 2018-09-12 15:24:29 UTC
I meant to report it as ALL, every products related to Libreoffice suite, not only the Base.(I thought this was the core of the application suite, it happens on all related products). It seems to be like a shutdown/startup bug, I have not debugged it in code, so I can not say.
It happens when I shutdown and open it. Everytime when I open it, 
after this I can use the programs normally.

>Please confirm you had this bug before.
I had this bug before, since the former version,mentioned and only on this laptop. Not on my home pc. (hardware issue related?)maybe?

>Or you may use http://tdf.io/siguiexe.
Trying this out with Libreoffice , love the installer by the way, easy to use.)

Issue still happens in 
Try #1: Even after deleting the user profile again,
Try #2 Disabling OpenGL,
Try #3, Keep opengl disabled, and disabling hardware acceleration.
Comment 8 V Stuart Foote 2018-09-12 15:29:14 UTC
The 5.4.4 crash log suggest issue is with OpenGL calls to your Intel HD Graphics 630 (ig9icd64.dll). Your Windows 10 Intel driver is

You need to update the graphics driver! Current from Intel is

Otherwise, if you uncheck Tools -> Options -> View: "Use OpenGL for all rendering", and from Tools -> Options -> General uncheck the "Load LibreOffice during system start-up" to kill the QuickStart "anti-feature".

Then from Windows TaskManager stop all soffice.exe processes.

Then restart LibreOffice, should have better results. But *do* update the driver as not using OpenGL with GPUs that otherwise support it is silly.

Let us know.
Comment 9 V Stuart Foote 2018-09-12 15:46:25 UTC
Also, you mention this is a laptop with both Intel HD Graphics 630 GPU and nVidia GTX 1050 GPU

What brand/model of laptop is this? The vendors have different ways of controlling GPU and assigning applications to run on specific GPU.

And as it is a laptop, some of the vendors are slower than others in correcting the drivers and Bios to support the GPUs.
Comment 10 jasper.lankhorst 2018-09-12 16:12:54 UTC
The laptop is a DELL Laptop XPS 15 9560

1. I downloaded the new driver as suggested from: 

2. Using the link: "Download Intel Graphics Driver Version:"
I checked in the device manager the driver version: "" after a fresh reboot of the pc.

>Otherwise, if you uncheck Tools -> Options -> View: "Use OpenGL for all >rendering", and from Tools -> Options -> General uncheck the "Load >LibreOffice during system start-up" to kill the QuickStart "anti-feature".
>Then from Windows TaskManager stop all soffice.exe processes.
3. I followed above instruction, and made sure to kill all soffice.exe processes

It made a fresh new report though:

I am updating the Geforce driver 391.25 -> 399.24 and retrying libreoffice.
I also got a feeling this is more of a driver/ double videocard issue.

Let me know what I can do to resolve the issue because none of above seemed to resolve the issue yet.
Comment 11 jasper.lankhorst 2018-09-12 16:29:06 UTC
Also noteable Windows update forces the of the Intel HD graphic driver. So it is possible the new Intel HD graphic driver version might not work or does not work on this laptop.
Comment 12 V Stuart Foote 2018-09-12 17:02:32 UTC
(In reply to jasper.lankhorst from comment #10)

> It made a fresh new report though:
> http://crashreport.libreoffice.org/stats/crash_details/54282dc7-ce6e-4531-
> aa31-dd007863ec3b

No that is wrong. As you were on or, that crashreport is a stale breakpad minidump being returned from our Crash Report.

Do a search for *.DMP on you system, believe breakpad writes the minidumps to 

but also check in

Delete (or rename) any *.DMP files you find--and retest to see if you get a minidump and crashreport correct for your LO build.
Comment 13 Roman Kuznetsov 2018-09-12 19:18:32 UTC
just FYI: 
I have Intel 630+Nvidia 1050 and Windows 10 in my laptop. 
I don't see crash when I try start LO


DriverDate: 6-16-2017
DeviceID: PCI\VEN_8086&DEV_591B&SUBSYS_1A101043&REV_04
AdapterVendorID: 0x8086
AdapterDeviceID: 0x591b
AdapterSubsysID: 0x1a101043
DeviceKey: System\CurrentControlSet\Control\Video\{F8C86852-6691-11E8-B80B-E25B7CE3019B}\0000
DeviceString: Intel(R) HD Graphics 630

and for Nvidia uses driver version 397.93
Comment 14 Timur 2018-10-02 15:45:01 UTC
Jasper, I'm afraid it's up to you to find out the cause because it required specific hardware and more, even than it's not easily reproducible.
Did you try all driver versions 21, 22 and 24? Please do if you can with different LO versions. Using SI-GUI please test older and newer including master (that is 6.2+ now).
Older would be below 5.2 (because we see crashes from 5.2). Master is most important. 
You should test both with and without OpenGL.
Comment 15 QA Administrators 2019-05-08 18:21:45 UTC Comment hidden (obsolete)
Comment 16 QA Administrators 2019-06-08 02:54:20 UTC
Dear jasper.lankhorst,

Please read this message in its entirety before proceeding.

Your bug report is being closed as INSUFFICIENTDATA due to inactivity and
a lack of information which is needed in order to accurately
reproduce and confirm the problem. We encourage you to retest
your bug against the latest release. If the issue is still
present in the latest stable release, we need the following
information (please ignore any that you've already provided):

a) Provide details of your system including your operating
   system and the latest version of LibreOffice that you have
   confirmed the bug to be present

b) Provide easy to reproduce steps – the simpler the better

c) Provide any test case(s) which will help us confirm the problem

d) Provide screenshots of the problem if you think it might help

e) Read all comments and provide any requested information

Once all of this is done, please set the bug back to UNCONFIRMED
and we will attempt to reproduce the issue. Please do not:

a) respond via email 

b) update the version field in the bug or any of the other details
   on the top section of our bug tracker

Warm Regards,
QA Team