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Adobe Premiere Pro driver incompatibile

Evermusic
Beginner
653 Views
Salve, il mio driver è un Intel HD Graphics 620 e quando apro Adobe Premiere Pro quest'ultimo mi segnala l'incompatibilità con il mio driver. Ho contattato il produttore del mio PC (Acer) , che mi ha consigliato di scaricare i driver personalizzati del mio computer, ma i driver personalizzati sono meno aggiornati di quelli forniti dagli aggiornamenti di Windows 10. Devo effettuare un'installazione manuale di nuovi driver Intel?
Come posso risolvere il problema?

Allego screen della notifica di errore di Adobe Premiere, delle caratteristiche del mio PC e della mia scheda grafica.
0 Kudos
7 Replies
Alberto_R_Intel
Moderator
635 Views

Evermusic, Thank you for posting in the Intel® Communities Support.


Just to let you know, we only provide support in English language and currently, we are using a translation tool.


In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

What is the specific model of the PC?

Is this a new computer?

Was Adobe Premiere Pro working fine before on this same machine?

If that is the case, by any chance do you remember the graphics driver version that was installed?

When did the issue start?

Did you make any recent hardware/software changes?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


Any questions please let me know.


Regards,

Albert R.


Intel Customer Support Technician


Evermusic
Beginner
611 Views

I attached the info that you requested. 

1-The computer is not new (I've been using it for 4 years now).

2- I've installed Adobe Premiere Pro just 1 week ago and it showed the error message from the beginning (driver incompatibility).

3-After having seen the driver error message I've updated Windows 10 to the "21H1" version (this update didn't solve anything).

4-I use Adobe Premiere Pro at home.

 

Alberto_R_Intel
Moderator
561 Views

Evermusic, Thank you very much for providing that information and the SSU report.


When it comes to applications, we always recommend to verify the system requirements of that application to make sure your system complies with them?


According to the SSU report, the graphics driver version currently installed on your computer is 23.20.16.4973. 


Just to let you know, the Intel® graphics drivers are generic, so they might or might not work with your platform. We always recommend to install the graphics driver provided by the manufacturer of the computer, since those drivers contain the customizations done by them to their laptop, that is the proper driver for your machine, tested and validated by them.


I looked in Acer's website and the latest graphics driver version they have available is 21.20.16.4550, please try a clean installation of that driver following the instructions in the links below:

https://www.acer.com/ac/en/US/content/support-product/7008?b=1

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html


If the problem with Adobe persists, then we can try a clean installation of Intel® graphics driver version 30.0.100.9805:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-10-windows-11-dch-driv...


Also, we suggest to get in contact directly with Acer to make sure the latest BIOS version is currently installed on your laptop or to gather the instructions on how to do that:

https://www.acer.com/ac/en/US/content/support


Regards,

Albert R.


Intel Customer Support Technician


Evermusic
Beginner
552 Views

I've tried the clear installation of the latest driver version available in Acer's website (21.20.16.4550) but the Adobe issue persists. I'd like to go for the clean installation of the Intel driver version (30.0.100.9805).

I suppose I have to follow the same procedure described here: 

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

 

But what driver should I download exactly?

 

Thank you in advance,

Mattia Golinelli

Alberto_R_Intel
Moderator
531 Views

Evermusic, Thank you very much for sharing those updates.


We are sorry to hear the issue persists after testing driver version 21.20.16.4550. "I suppose I have to follow the same procedure described here:", yes that is correct, please follow the steps provided in that link:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html


Here is the link to install the Intel® graphics driver version 30.0.100.9805:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-10-windows-11-dch-driv...


As a suggestion, we recommend to download either the .exe or .zip file since it is the same driver, and once the download is completed, disconnect the Internet, this is to avoid automatic updates from Windows*. After that uninstall the current driver, as it says in the link above, and install 30.0.100.9805, connect to the Internet and test the Adobe application. If you use the .exe option you just need to run it once the download is complete, if you use .zip file, you will need to download it, extract the files, then look for the driver set up and run it.


Regards,

Albert R.


Intel Customer Support Technician



Alberto_R_Intel
Moderator
496 Views

Hello Evermusic, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
465 Views

Hello Evermusic, Since I have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.


Regards,

Albert R.


Intel Customer Support Technician



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