topic Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx in Graphics

Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

TTSL — Tue, 23 May 2017 15:08:30 GMT

We bought a Laptop Dell 7460 (i7) with Intel HD Graphics 620 and Nvidia GeForce 940mx.

The intel driver cause problems on Windows 10 (1703), as Crashes and many times alternating the Display between Black Screen and Desktop Image, sometimes resulting in Blue Screen Error (video_tdr_failure (igdkmd64.sys)).

We contacted the Dell Support, but they didn't offer a solution.

On Linux, Ubuntu (16.04), the problems happen too.

The Laptop just Works with the Driver Intel HD Graphics 620 disabled!

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

idata — Tue, 23 May 2017 23:50:40 GMT

Hello Ale_TSL,

I understand the Intel graphics driver crashes on your Dell* laptop.

Let me apologize for any inconvenience this issue may be causing to you.

In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Was there any hardware or software change before the issue started happening?

Does the issue happen when you are doing something in specific in the computer?

To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.

Regards,

Fred D.

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

idata — Tue, 30 May 2017 16:56:37 GMT

Hello Ale_TSL,

I was wondering if you still need assistance regarding the Intel® graphics driver that is crashing. In case you still need assistance just let me know.

Regards,

Fred D.

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

TTSL — Tue, 30 May 2017 17:15:59 GMT

Hello,

Sorry my delay.

I still need help with Intel Graphics Driver.

Follows txt in atachement.

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

idata — Wed, 31 May 2017 16:54:51 GMT

Hello Ale_TSL,

Thanks for the information you sent to me.

I would like you to try updating some of the computer drivers in a specific order.

Please install this driver first, and then restart the computer http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=HMDR4 http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=HMDR4

Install this other driver, and then restart the computer one more time http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=PF0V2 http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=PF0V2

I would like you to reinstall graphics drivers as well. Since your computer comes with two video cards the graphics drivers need to be installed in a specific order. You can download both video drivers from the following links:

Intel video driver https://downloadmirror.intel.com/26772/eng/win64_154518.4664.zip https://downloadmirror.intel.com/26772/eng/win64_154518.4664.zip

NVIDIA* video driver http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=3V5Y8 http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=3V5Y8

As soon as both video drivers have been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, but do not restart the computer yet.

Please uninstall NVIDIA* driver as well. In Device Manager double click on Display Adapters -> NVIDIA* GeForce 940MX -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, and then restart the computer.

Please install our Intel video driver first using the steps that are on this YouTube video and then restart the computer https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

Install NVIDIA* video driver, and then restart the computer one last time.

Test the system, and let me know if issue persists or not.

Regards,

Fred D.

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

TTSL — Fri, 02 Jun 2017 11:33:34 GMT

Hi,

The procedure doesn't work, but the Dell will remove the Laptop to fix.

When I receive back, I will post here the result.

Thanks.

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

idata — Fri, 02 Jun 2017 22:11:19 GMT

Hello Ale_TSL,

Thanks for letting me know that. As soon as you receive the laptop back from Dell* test it and let me know if issue persists or not.

Regards,

Fred D.

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

idata — Fri, 09 Jun 2017 19:37:08 GMT

Hello Ale_TSL,

I was wondering if you still need assistance regarding the Intel® graphics driver that is crashing. In case you still need assistance just let me know.

Regards,

Fred D.

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

TTSL — Thu, 29 Jun 2017 13:25:32 GMT

Hi,

I'm sorry for the late reply.

Dell repaired the laptop by replacing the motherboard, now the laptop is perfect.

Thanks for help!

Re: Problem with Intel HD Graphics 620 x Nvidia GeForce 940mx

idata — Thu, 29 Jun 2017 22:46:17 GMT

Hello Ale_TSL,

I am glad to hear the issue has been fixed. Do not hesitate to contact us back if you have any other inquiry.

Regards,

Fred D.