31.0.101.4952 driver totally corrupting monitor display

[NewOwner]

I posted this on an old unmonitored thread, so apologies for posting this again

I'm having issues with the intel 31.0.101.4953 graphics driver.

I bought a new computer from Dell in December (13th Gen Intel(R) Core(TM) i9-13900K 3.00 GHz, windows 11 pro operating system) and a Dell USB hub monitor P2723DE at the same time

Dell recommend I install the 31.0.101.4953 intel graphics driver to replace the existing 31.0.101.4502 driver. However when I install this it completely crashes my display (see attached picture of screen) so turning it into an useable pixelated mess where you can just about make out outlines of things on the screen but nothing more. I have to system restore to the pre driver state to get it running again.  It's working with the new driver apart from the display being unreadable. It's happened on 3 occasions when the driver has tried to install. The display, graphics etc are absolutely fine with the old driver.

I'm trying to get Dell support to look into this. But they say they are unable to contact Intel to ask if this is a common issue with a fix. And all their attempts to reinstall all the computer drivers again fail when this update installs again. And they say my monitor is working OK.

Can anyone let me know what might be causing this issue?

Thank you

[RamyerM_Intel]

Hello NewOwner, 

I noticed some difference in the driver version you have mentioned. Since this is an OEM (Branded Laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system, nevertheless, I will do my best to assist you with your concern. Kindly please share the following details: 

1. Since this is an OEM device, it would be much better if you can download and run our Intel® System Support Utility located at this link: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html.
2. After running it, you will be given an option to save the logs to a text file, please do so and attach the file on your reply.
3. Is the Issue happening on other monitors as well? 
4. What type of connection are you using for the display? 
5. Have you tried using a different cable and experienced the same issue? 
6. Before upgrading to version 31.0.101.4953 , were you experiencing display issues?
7. Aside from this, have you made any changes in your system? 

Ramyer M. 

Intel Customer Support Technician  

[NewOwner]

Thank you very much for taking the time to reply.

I've now got a Dell technician scheduled to come round to look at the issue. So I will report back on the outcome in case it helps others. They seem to want to do a factory reset of windows 11 which seems odd to me, since whether the issue happens with a different monitor hasn't been checked.

To add some more information before I answer your questions

a. The driver is 31.0.101.4953 as in the post but I mistyped it in the title as 4952

b. I can now see that the display adaptor currently working on the machine is the microsoft basic display adaptor not 31.0.101.4502. So the issue is with installing the Dell recommended intel 31.0.101.4953 graphics driver rather than switching from intel 31.0.101.4502. Sorry as a layperson it was not obvious to me how to see what was in use until I saw one of your help pages and it looked like 4953 was just updating  from 4502 as that was what it said in the description when I did the download/install.

To answer your questions

1 and 2: As the technician is coming round I'll leave doing that for the time being, but thanks for the offer

3: I don't have another monitor to check. However dell did take remote access a while back and when my display crashed when they tried installing the 4953 driver again, they were still able to see things OK on their remote display it's just my monitor where the display 'crashes'.

4. The monitor connection is a DP cable supplied with the monitor (both monitor and tower desktop were bought at the same time)

5. I don't have another cable to check with unfortunately

6. No display issues at all until downloading/installing 4953

7. No changes to system at all other than downloading firefox, thunderbird and some basic purchased apps such as adobe photoshop elements

Thank you again and I will report back

[RamyerM_Intel]

Hello NewOwner, 

Since you mention Dell support is already looking at your system, it would be much better to continue through them since this is an OEM device and they are much more familiar with the technology, settings, customizations, custom drivers, and features this device has been installed with. This is also the reason why we recommend using your OEM drivers instead of the generic intel drivers from our website. 

However I understand that you want to report back to us regarding this as such, I will keep on temporarily monitoring this thread and wait for your update. 

Ramyer M. 

Intel Customer Support Technician 

[NewOwner]

The Dell engineer came round yesterday and replaced the hard drive (solid state drive) on my tower computer. After reinstalling the operating system the intel driver 31.0.101.4953 is now installed on my computer and everything is working fine in particular the display.

So seems it was a software or hardware issue with my tower that meant that my computer graphics were not functioning correctly (albeit the computer worked fine with the microsoft basic graphics adapter and only installation of the intel graphics driver crashed the display). And so not specifically a problem with the intel graphics driver 31.0.101.4953.

Thank you for taking the time to help.

[RamyerM_Intel]

Hi  NewOwner, 

I am happy to hear that everything is working fine in your display and that this was not an issue with the intel graphics driver 31.0.101.4953. Since everything is working fine in your system, we will proceed in closing this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Ramyer M.

Intel Customer Support Technician

[AE1M]

I had EXACTLY the same problem with my new Dell Optiplex tower!  Looked identical.

The only solution was to roll back the Intel Display driver to the previous release from the Dell.com/support website, dont recall the number but was release summer 2023.