topic Re: Driver causing issues when waking up from sleep mode in Graphics

Driver causing issues when waking up from sleep mode

JJohn27 — Tue, 20 Mar 2018 19:05:01 GMT

It appears that a driver is being pushed in Windows updates that causes rainbow lines when waking up from sleep mode. I can go back to the PC manufacturer website, download and reinstall the supported Intel graphics driver but it appears that this should be pulled from Microsoft Windows updates.

Re: Driver causing issues when waking up from sleep mode

idata — Wed, 21 Mar 2018 15:59:39 GMT

Hi jmjonsun,

I understand the computer is getting an update from Microsoft* Windows® Update tool and it seems to cause lines on the screen. Let me try to help on this matter.

I would like to have additional information about your system configuration. Please run the following utility and attach the results.

Intel® System Support Utility

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

In order to attach files, make sure you select the "Advanced Editor" option in the top right of your reply window. You will then be presented with an attach file dialogue at the bottom of the reply.

Regards,

Allan J.

Re: Driver causing issues when waking up from sleep mode

idata — Mon, 26 Mar 2018 14:29:39 GMT

Hi jmjonsun,

I would like to better understand this issue and the hardware information will help on this matter. Please run the utility to identify hardware configuration, thank you for your time.

Allan J.

Re: Driver causing issues when waking up from sleep mode

JJohn27 — Mon, 02 Apr 2018 18:51:18 GMT

Sorry for the delay. Attached is the results from the SSU.

Re: Driver causing issues when waking up from sleep mode

idata — Tue, 03 Apr 2018 12:36:47 GMT

Hi jmjonsun,

Thank you for the report. I appreciate this.

Please try updating to the latest graphics drivers version 4982

Try this link: https://downloadcenter.intel.com/download/27650/Graphics-Intel-Graphics-Driver-for-Windows-15-65-?product=88345 https://downloadcenter.intel.com/download/27650/Graphics-Intel-Graphics-Driver-for-Windows-15-65-?product=88345 and let me know your findings.

Regards,

Allan J

Re: Driver causing issues when waking up from sleep mode

idata — Mon, 09 Apr 2018 13:41:17 GMT

Hi jmjonsun,

I was wondering if you were able to install and test the latest graphics drivers version 4982

Regards,

Allan J.

Re: Driver causing issues when waking up from sleep mode

JJohn27 — Mon, 09 Apr 2018 14:44:12 GMT

Yes, however the installation fails. The error I get is attached.

Re: Driver causing issues when waking up from sleep mode

idata — Mon, 09 Apr 2018 18:09:08 GMT

Hi jmjonsun,

Thank you for the update. This is unfortunate.

You could try installing the graphics drivers manually and follow the steps available on the link below:

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

The other option would be contacting Intel Customer support via chat and we can set up a Remote session and install the graphics drivers.

Live Chat

http://intelsupportchat.force.com/icslivechat/ics_tech_graphics_ww_english_Chat http://intelsupportchat.force.com/icslivechat/ics_tech_graphics_ww_english_Chat

Regards,

Allan J

Re: Driver causing issues when waking up from sleep mode

idata — Mon, 16 Apr 2018 13:01:01 GMT

Hi jmjonsun,

Was the driver installed manually? or Did you contact the chat support?

Regards,

Allan J.

Re: Driver causing issues when waking up from sleep mode

JJohn27 — Mon, 16 Apr 2018 15:33:07 GMT

I attempted to run the driver manually but I received a message that "Windows has determined that the best driver for this device is already installed"

Re: Driver causing issues when waking up from sleep mode

idata — Tue, 17 Apr 2018 12:36:19 GMT

Hi jmjonsun,

Thank you for the update.

This definitely indicates that your computer maker does not allow the installation of generic Intel® graphics drivers. You are required to install drivers from Hewlett Packard.

Below you will find the contact link for HP if you need to download custom drivers.

https://www.support.hp.com/us-en https://www.support.hp.com/us-en

Regards,

Allan J

Re: Driver causing issues when waking up from sleep mode

JJohn27 — Tue, 17 Apr 2018 14:21:40 GMT

Intel and HP need to be partners when it comes to driver updates. An intel driver update pushed through windows updates is the only thing I was seeing that could cause the problem coming out of sleep mode. I was able to successfully go back to HP's website and download the graphics driver which corrected the problem.