Geekbench 4.2.3 Not Launching

straitouttacompton's Avatar

straitouttacompton

30 May, 2018 11:38 AM

My machine is having trouble launching Geekbench 4. I get the splash screen, and then it disappears. This happened with 4.2.2 as well. I thought that maybe a patch was needed, but I'm still completely unable to use Geekbench.

My specs are:
Latest Version of Windows 10
i5 7600K
8 gigs of DDR4
Asus 1060 3 gig GPU

  1. Support Staff 1 Posted by Sarah on 30 May, 2018 03:02 PM

    Sarah's Avatar

    Hi straitouttacompton,

    I apologize for any trouble this has caused, and thanks for letting us know this is still happening. Does an error message come up when the splash screen disappears?

    Thanks for providing your specs.

    Warm regards,

    Sarah
    Primate Labs Inc.

  2. 2 Posted by straitouttacomp... on 01 Jun, 2018 09:32 AM

    straitouttacompton's Avatar

    Hi Sarah,

    Unfortunately there is no error message that appears after the splash screen. The Geekbench 4 logo simply disappears after trying to launch.

  3. Support Staff 3 Posted by Sarah on 01 Jun, 2018 03:45 PM

    Sarah's Avatar

    Hi straitouttacompton,

    I've let the team know about this, and we'll get to it when possible. Are you using a Tryout, Regular or Pro version?

    Thanks,

    Sarah
    Primate Labs Inc.

  4. 4 Posted by straitouttacomp... on 01 Jun, 2018 09:24 PM

    straitouttacompton's Avatar

    I’m using the tryout version. Also, I downloaded the tryout version of Geekbench 3 and that has no issues launching for me. Weirdly enough as well, the GFXBench benchmark will not launch either. I know GFXBench isn’t affiliated with Primate Labs, but it still might mean something is configured wrong on my PC.

  5. Support Staff 5 Posted by Sarah on 04 Jun, 2018 04:00 PM

    Sarah's Avatar

    Hi straitouttacompton,

    Interesting! We will take a closer look at this as soon as possible. I'll let you know if I have any updates.

    Let me know if you need help with anything else in the meantime.

    Warmly,

    Sarah
    Primate Labs Inc.

  6. 6 Posted by Jesse on 15 Jun, 2018 02:14 AM

    Jesse's Avatar

    Hi Sarah,

    I stumbled on this thread when Googling this same issue. Here's the log from Windows Event Viewer in case that helps any:

    Log Name: Application
    Source: Application Error
    Date: 6/14/2018 7:12:32 PM
    Event ID: 1000
    Task Category: (100)
    Level: Error
    Keywords: Classic
    User: N/A
    Computer: JESSE-HTPC
    Description:
    Faulting application name: Geekbench 4.exe, version: 0.0.0.0, time stamp: 0x5afadb55
    Faulting module name: igdrclneo32.dll, version: 0.0.0.0, time stamp: 0x5a96b06e
    Exception code: 0xc000041d
    Fault offset: 0x00026204
    Faulting process id: 0x1bbc
    Faulting application start time: 0x01d4044e4ee8ae16
    Faulting application path: C:\Program Files (x86)\Geekbench 4\Geekbench 4.exe
    Faulting module path: C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_250db833a1cd577e\igdrclneo32.dll
    Report Id: 814c8e77-8a88-4381-91f6-aa7e5646fee5
    Faulting package full name:
    Faulting package-relative application ID:
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
      <System>
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <Level>2</Level>
        <Task>100</Task>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2018-06-15T02:12:32.612232900Z" />
        <EventRecordID>1652</EventRecordID>
        <Channel>Application</Channel>
        <Computer>JESSE-HTPC</Computer>
        <Security />
      </System>
      <EventData>
        <Data>Geekbench 4.exe</Data>
        <Data>0.0.0.0</Data>
        <Data>5afadb55</Data>
        <Data>igdrclneo32.dll</Data>
        <Data>0.0.0.0</Data>
        <Data>5a96b06e</Data>
        <Data>c000041d</Data>
        <Data>00026204</Data>
        <Data>1bbc</Data>
        <Data>01d4044e4ee8ae16</Data>
        <Data>C:\Program Files (x86)\Geekbench 4\Geekbench 4.exe</Data>
        <Data>C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_250db833a1cd577e\igdrclneo32.dll</Data>
        <Data>814c8e77-8a88-4381-91f6-aa7e5646fee5</Data>
        <Data>
        </Data>
        <Data>
        </Data>
      </EventData>
    </Event>

  7. Support Staff 7 Posted by Sarah on 15 Jun, 2018 03:13 PM

    Sarah's Avatar

    Hi Jesse,

    I appreciate you sharing that. Could you let us know what your system details are as well? This will help us take a closer look at the issue.

    Thanks,

    Sarah
    Primate Labs Inc.

  8. 8 Posted by Jesse Palman on 15 Jun, 2018 10:53 PM

    Jesse Palman's Avatar

    Hi Sarah,

    Please see System Report below:

    OS Name Microsoft Windows 10 Pro
    Version 10.0.17134 Build 17134
    Other OS Description Not Available
    OS Manufacturer Microsoft Corporation
    System Name JESSE-HTPC
    System Manufacturer To Be Filled By O.E.M.
    System Model To Be Filled By O.E.M.
    System Type x64-based PC
    System SKU To Be Filled By O.E.M.
    Processor Intel(R) Core(TM) i3-7100 CPU @ 3.90GHz, 3900 Mhz, 2 Core(s),
    4 Logical Processor(s)
    BIOS Version/Date American Megatrends Inc. P2.50, 3/16/2018
    SMBIOS Version 3.0
    Embedded Controller Version 255.255
    BIOS Mode UEFI
    BaseBoard Manufacturer ASRock
    BaseBoard Model Not Available
    BaseBoard Name Base Board
    Platform Role Desktop
    Secure Boot State Off
    PCR7 Configuration Binding Not Possible
    Windows Directory C:\Windows
    System Directory C:\Windows\system32
    Boot Device \Device\HarddiskVolume2
    Locale United States
    Hardware Abstraction Layer Version = "10.0.17134.1"
    Time Zone Pacific Daylight Time
    Installed Physical Memory (RAM) 8.00 GB
    Total Physical Memory 7.96 GB
    Available Physical Memory 5.68 GB
    Total Virtual Memory 12.5 GB
    Available Virtual Memory 8.41 GB
    Page File Space 4.50 GB
    Page File C:\pagefile.sys
    Kernel DMA Protection Off
    Virtualization-based security Not enabled
    Device Encryption Support Reasons for failed automatic device
    encryption: TPM is not usable, PCR7 binding is not supported, Hardware
    Security Test Interface failed and device is not InstantGo, Un-allowed DMA
    capable bus/device(s) detected, TPM is not usable
    Hyper-V - VM Monitor Mode Extensions Yes
    Hyper-V - Second Level Address Translation Extensions Yes
    Hyper-V - Virtualization Enabled in Firmware Yes
    Hyper-V - Data Execution Protection Yes

    Thanks!
    Jesse

  9. Support Staff 9 Posted by Sarah on 18 Jun, 2018 04:45 PM

    Sarah's Avatar

    Hi Jesse,

    Thanks for providing that information. I've passed it on to the team so we can take a look as soon as possible. If I have any updates, I'll let you know.

    All the best,

    Sarah
    Primate Labs Inc.

  10. 10 Posted by markus.steck on 16 Jul, 2018 03:33 PM

    markus.steck's Avatar

    I solved this problem on my laptop, my solution may be valid only on my machine however.
    I enclose a PDF explaining the steps I took to solve this.

    Kind regards,

    Markus

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