Game crashes when refreshing Graphics Driver

[AbdelRahman257933]

Hey There!

I have Surface Laptop 3. It has Intel Iris Plus Graphics. When I play any game peacefully and I see a simple frame drop I press Ctrl + Shift + Win + B. The game crashes and when refreshing again the frame changes but still crashing. It's like the game runs very good but no frames moving. When I close the game and run it once again, the same crash and I didn't even refresh the driver. So what's the problem? And what's the solution?

I hope a quick response. And Thanks!

[DhannielM_Intel]

Hi AbdelRahman257933,

Thanks for posting in the community. To further assist you, I have a few questions. Please answer the following:

1. Can you tell me which games are experiencing frame drops?
2. What is the average FPS you are getting in these games, and how low does your FPS drop?
3. What is your current driver version? Did you get your graphics driver from the Microsoft website or from Intel?
4. Does the frame drop happen during specific events in the game, or does it drop randomly?
5. Have you performed a clean installation of the graphics driver?
6. Have you contacted Microsoft about this matter?

Also, to better understand your entire system information, please use the System Support Utility (SSU). This will generate a text file that compiles all your system information. You can follow this link for instructions and send the text file here: Help Guide for the Intel® System Support Utility

Best regards,

Dhanniel M.

Intel Customer Support Technician

[AbdelRahman257933]

Every game I play. And it happens when I put the laptop to sleep.

[DhannielM_Intel]

Hi AbdelRahman257933,

I see, but I'll be needing more information about that first can you answer the following question above? This will greatly help me further assist you on this matter.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[AbdelRahman257933]

1. Medal of honor 2010, The walking dead the final season, batman the telltale series, etc. But I could lower the resolution so the frames drop are gone.
2. I'm not sure actually but maybe the average 30 FPS, and the lowest fps is 20.
3. 31.0.101.2125. I experienced this issue before I make my first update from Intel. All the updates from Intel.
4. Maybe randomly.
5. I did it with the latest version.
6. No, I didn't. Should I?

[DhannielM_Intel]

Hi AbdelRahman257933,

Thank you for sharing your answers with me. I would appreciate it if you could provide more information about your laptop system. To do this, please use the System Support Utility (SSU). This will generate a text file that compiles all your system information. You can follow this link for instructions and send the text file here: Help Guide for the Intel® System Support Utility

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hi AbdelRahman257933,

Let me know if you have the chance to look at my previous reply. At your earliest convenience please provide the answer to me so we can further investigate and resolve the issue. 

Best regards,

Dhanniel M.

Intel Customer Support Technician

[AbdelRahman257933]

Here is the file that u wanted

[DhannielM_Intel]

Hello AbdelRahman257933,

Thanks for sharing the SSU logs, first I want to set your expectation that this is an OEM device, so we will try to assist you with general troubleshooting steps. However, if the issue persists, you will have to contact the Microsoft Support for further support. Microsoft may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

This time could you try performing clean installation of graphics driver. Before you perform the clean installation first download the graphics driver from this link: Asus Graphics Driver. Then let's perform the clean uninstallation: 

1. Disconnect from the internet to make sure the driver will not be automatically updated by Windows.
2. Go back to the Intel Graphics entry in the Device Manager.
3. Right-click Intel Graphics and click Uninstall.
4. In the device removal dialog box, check Delete the driver software for this device and click OK.
5. Restart the computer after the uninstallation is complete.
6. Open the Device Manager.
7. Expand the Display adapters section again.
8. If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as Microsoft Basic Display Adapter, Standard VGA Graphics Adapter or similar. If not, repeat steps 2 through 5.
9. Reboot the computer when prompted.

Execute Clean installation of driver:

1. Click the .exe to initiate the driver installation.
2. Agree to the Intel Software License Agreement.
3. Click the checkbox to Execute a clean installation.
   1. A clean installation removes all old drivers and restores Intel settings to the default value
4. Click Start to begin the install.
5. Reboot the system if prompted.

If the above method cannot resolve the issue, try to use Display Driver Uninstaller to uninstall the graphics driver first, refer to:

How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver

Let me know if you have any clarification for this process. I am looking forward on your response after doing this troubleshooting.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[AbdelRahman257933]

I don't know where to download the graphics driver for Intel Iris Plus Graphics in Asus Website , should I download from your website? 

[AbdelRahman257933]

I've downloaded the graphics driver and installed it the Intel Iris Plus Graphics isn't installed and I tried to run a game it lags very very much, should I download the graphics driver from Intel website for my graphics card and execute a clean installation? 

[DhannielM_Intel]

Hello AbdelRahman257933,

I am sorry for sending a different link, please use this link that will re-direct you to Intel website where you can download the latest graphics driver. Let me know if you have other concerns and the outcome of installing the driver from Intel website.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[AbdelRahman257933]

I downloaded the latest driver and installed it but Windows Update installs an older version automatically? What should I do? 

[DhannielM_Intel]

Hello AbdelRahman257933,

Just to confirm, did you disconnect your system from the internet before installing the latest driver I provided? If not, please follow these steps again:

1. Download the driver from this link Intel Graphics Driver:
2. Disconnect from the internet to make sure the driver will not be automatically updated by Windows.
3. Go back to the Intel Graphics entry in the Device Manager.
4. Right-click Intel Graphics and click Uninstall.
5. In the device removal dialog box, check Delete the driver software for this device and click OK.
6. Restart the computer after the uninstallation is complete.
7. Open the Device Manager.
8. Expand the Display adapters section again.
9. If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as Microsoft Basic Display Adapter, Standard VGA Graphics Adapter or similar. If not, repeat steps 2 through 5.
10. Reboot the computer when prompted.

Execute Clean installation of driver:

1. Click the .exe to initiate the driver installation.
2. Agree to the Intel Software License Agreement.
3. Click the checkbox to Execute a clean installation.
   1. A clean installation removes all old drivers and restores Intel settings to the default value
4. Click Start to begin the install.
5. Reboot the system if prompted.

If the above method cannot resolve the issue, try to use Display Driver Uninstaller to uninstall the graphics driver first, refer to:

How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver

Let me know what will be the outcome of doing this steps.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello AbdelRahman257933,

Have you had a chance to review the information I provided in my previous reply? At your earliest convenience, please provide your response so we can further investigate and resolve the issue. 

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello AbdelRahman257933,

Since I haven't heard back from you, I will close this inquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Best regards,

Dhanniel M.

Intel Customer Support Technician