topic Re: Re:intel (R) UHD Graphics 620 drive lead to laptop Blue screen in Graphics

intel (R) UHD Graphics 620 drive lead to laptop Blue screen

holly — Fri, 06 Nov 2020 13:00:17 GMT

**bleep** intel (R) UHD Graphics 620 drive lead to laptop Blue screen,I hope intel company quickly to update the bug ，ths！👽

Re: intel (R) UHD Graphics 620 drive lead to laptop Blue screen

Sebastian_M_Intel — Fri, 06 Nov 2020 22:56:02 GMT

Hello holly,

Thank you for posting on the Intel® communities.

We appreciate the team you took for reporting this problem, so we can further investigate this behavior, please read and complete the "Graphics bug report" document attached; to make sure we understand this issue, include as much details as possible (BSOD error message, how often happens, what driver causses this issue, etc). After that, please submit it to the thread using the Drag and drop here or browse files to attach option under the reply window.

Follow these recommendations to attach the Intel® System Support Utility (Intel® SSU) and DxDiag reports:

Intel® SSU:

Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
Click on the menu where it says "Summary" to change to "Detailed View".
To save your scan, click on "Next", then "Save".
Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).

DxDiag:

In Windows, select Start and enter dxdiag into the search box on the taskbar. Select dxdiag from the results.
In the tool, select Save All Information for an easily shared format.
Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).

Regards,

Sebastian M

Intel Customer Support Technician

Re: intel (R) UHD Graphics 620 drive lead to laptop Blue screen

holly — Sat, 07 Nov 2020 02:00:46 GMT

Hello Sebastian M ，

This problem is as follows: ①Every time the Autocad software is turned on when the machine is turned on, a blue screen will appear on the laptop screen, However, I uninstalled Path/Control Panel/Device Manager/Display Adapter/ intel (R) UHD Graphics 620 drive and opened the Autocad software without blue screen.Now I have to repeat the above uninstallation every time I turn it on to run the notebook stably without blue screen.The following is a picture of the malfunction.

Re:intel (R) UHD Graphics 620 drive lead to laptop Blue screen

Sebastian_M_Intel — Mon, 09 Nov 2020 17:52:25 GMT

Hello holly,

Thank you for your reply.

As mentioned, we need more details to investigate this behavior. Please provide the following:

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:

Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
Click on the menu where it says "Summary" to change to "Detailed View".
To save your scan, click on "Next", then "Save".
Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).

2. Please translate the Blue Screen Of Death (BSOD) error message that appears on your system.

3. What is the AutoCAD software version?

4. Did this AutoCAD version used to work before? If yes, do you remember making any changes before the issue started?

5. What is the exact driver version that causes this problem? On the other hand, what is the driver version that does not cause this behavior?

Regards,

Sebastian M

Intel Customer Support Technician

Re: Re:intel (R) UHD Graphics 620 drive lead to laptop Blue screen

holly — Tue, 10 Nov 2020 01:34:24 GMT

Hello Sebastian M ,

The answer is as follows, please be aware：

1.The report generated by Intel® SSU is shown in the attached txt file.

2.The blue screen fault code is shown in the attached JPG file.

3.The AutoCAD software version is version 2019, but I also downloaded the 2020 version to try, but the blue screen still appears.

4.This AutoCAD version has been running and working without any problems. I did not perform any operations before the blue screen.

5.The driver version is: 27.20.100.8691. At present, the driver can only run normally if it is uninstalled from the path control panel/device manager/display adapter/intel (R) UHD Graphics 620 drive.

Re:intel (R) UHD Graphics 620 drive lead to laptop Blue screen

Sebastian_M_Intel — Tue, 10 Nov 2020 23:45:45 GMT

Hello holly,

Thank you for your reply.

Please try the following and let us know about the outcome:

1. Remember that we want to check the Intel® System Support Utility (Intel® SSU) report generated, what you provided is the Report for Intel® Graphics Drivers, please download the Intel® SSU and follow these steps to the letter:

Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
Click on the menu where it says "Summary" to change to "Detailed View".
To save your scan, click on "Next", then "Save".
Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).

2. I can see that you are using the driver 27.20.100.8691, which is a BETA version. Can you please check what is the driver version installed after you uninstall it from Device Manager/Display/Intel (R) UHD Graphics 620? You can do that by going to Device Manager > Video Adapters > Intel (R) UHD Graphics 620 > Right-click the device and select the Properties option > Click the Driver tab and check the Driver version.

3. Install a stable version and let us know about the outcome, follow these steps to the letter:

1. Download the latest DCH driver 27.20.100.8935 and save it on the computer: https://downloadcenter.intel.com/download/29988/Intel-Graphics-Windows-10-DCH-Drivers?product=126789

2. Disconnect from the Internet so no new drivers are automatically installed by Windows Update.

3. Uninstall the driver and the Intel Graphics Command Center from Control Panel > Programs and Features.

4. Restart the computer.

5. Confirm in Device Manager > Video Adapters the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4.

6. If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Programs and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager:

Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device'
In the pop-up window make sure 'Delete the driver software for this device' is checked.
Click on 'Uninstall'.
Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter')

7. Install the DCH driver that was downloaded on step 1.

8. Restart the computer.

9. Reconnect to the Internet.

Regards,

Sebastian M

Intel Customer Support Technician

Re:intel (R) UHD Graphics 620 drive lead to laptop Blue screen

Sebastian_M_Intel — Thu, 12 Nov 2020 00:41:46 GMT

Hello holly,

I can see that our previous post was marked as a solution.

Can you please confirm if the previous steps were useful to solve your issue? If possible, share the outcome with us.

Regards,

Sebastian M

Intel Customer Support Technician

Re:intel (R) UHD Graphics 620 drive lead to laptop Blue screen

Sebastian_M_Intel — Fri, 13 Nov 2020 17:00:49 GMT

Hello holly,

By any chance, do you still need assistance on this?

Regards,

Sebastian M

Intel Customer Support Technician

Re:intel (R) UHD Graphics 620 drive lead to laptop Blue screen

Sebastian_M_Intel — Wed, 18 Nov 2020 22:21:30 GMT

Hello holly,

We have not heard back from you, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.

Regards,

Sebastian M

Intel Customer Support Technician