After updating to Windows 11 version 24H2, the resolution cannot be selected.

[leehuizhang]

After upgrading several hundred computers to Windows 11, there are issues with audio playback stuttering and the resolution can only be set to 1024x768, unable to adjust to 1920x1080.

[leehuizhang]

Please help me!

[LeonWaksman]

In order to get better information about your system, please download the Intel System Support Utility (SSU). Run the SSU scan (check "Everything") and save the results. The .txt file with the results please attach to your post.

Leon

[leehuizhang]

Thanks to Leon Waksman for the support.

Please take a look, I forgot to reply to you. Thank you.

[LeonWaksman]

I can see that you have installed an additional video driver (Oray video?), which I don't know. However you the Graphics Driver you are installing for you Integrated GPU is an old driver. You may try the latest driver version 32.0.101.6557/32.0.101.6262, released in January 2025.

Try to stop the Windows Update to download the old driver. 

Leon

[leehuizhang]

This virtual graphics card is for remote software, and uninstalling it didn't have any impact. I previously installed the latest version of the graphics driver, but it didn't solve the issue, so I installed an older version, which also didn't work. I'm not sure if it's due to a system update or a driver causing this anomaly. I have hundreds of machines experiencing this problem. Do you know who I can contact to help identify the cause and address it specifically? I'll try installing the driver version you provided tomorrow. Good night, and thank you.

[leehuizhang]

Sorry, I have already tried installing the latest version of the driver you mentioned, but I still can't select other resolutions, only 1024x768. What exactly is the problem?

[leehuizhang · Accepted solution]

Thanks to Leon Waksman for the support.

Today, I discovered that both Windows 10 and Windows 11 systems are experiencing this issue. I have already tried reinstalling the drivers and using DDU to remove the graphics driver and reinstall it, but it didn't solve the problem. It seems to be caused by a system update driver. Could you please check if there is a solution? The number of affected systems is too large to handle by reinstalling. Thank you.

[RandyT_Intel]

Hello @leehuizhang ,

Let me check into this ongoing issue on my end. I don't have an answer at this moment, but I'll investigate it and get back to you as soon as possible. I'll also look further into the information you provided in this thread.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[leehuizhang]

I can provide remote access to the problematic computer via Sunflower Remote Desktop. Do you need to take a look remotely?

[leehuizhang]

@RandyT_Intel @LeonWaksman 

Have you found a solution? On our side, both the computer host and the monitoring host are switched to the corresponding signal through the video switcher button, and the output is displayed on the monitor. 

[RandyT_Intel]

Hello @leehuizhang ,

As much as I would like to conduct remote assistance, I am unable to do so due to certain limitations. We only use Quick Assist for remote sessions, and I am not able to use Sunflower Remote Desktop due to security and system restrictions. I am currently in the process of investigating the system issue you are experiencing so that I can determine the best course of action. Kindly allow me to check what I can do on my end, and I will provide insights and recommendations here in the community thread. I appreciate your patience and understanding while I work on your case. Thank you.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[leehuizhang]

I can use Quick Assist for remote sessions to help identify the issue. Should I post it directly in this thread? Are you available now for a remote session to check the problem?

[leehuizhang]

 Quick Assist for remote sessions   ode:8MZZQ2

[leehuizhang]

@RandyT_Intel @LeonWaksman 

Quick Assist for remote sessions ode:7KLAR0

[leehuizhang]

@RandyT_Intel @LeonWaksman 

Quick Assist for remote sessions ode:BZJCPU

[leehuizhang]

After installing the older version of the driver, everything returned to normal.

https://dl.dell.com/FOLDER10304272M/1/Intel-UHD-Graphics-Driver_83MGG_WIN64_31.0.101.4502_A00.EXE

Thank you All ! @RandyT_Intel @LeonWaksman 

[RandyT_Intel]

Hello @leehuizhang,

Thank you for your update. I am glad to hear that the issue has been successfully resolved by rolling back to the older version of the graphics driver.

As the problem has been addressed, I will now proceed with closing this ticket. Should you encounter any further issues in the future, please feel free to contact us again here or submit a new ticket, as this case will no longer be monitored.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[leehuizhang]

@RandyT_Intel 

Hello, I still need to trouble the Intel team to check the latest driver to prevent the same issue from occurring again when the graphics driver is updated through Windows Update. Please ensure it doesn't happen again. Thank you.

[RandyT_Intel]

Hello leehuizhang,

Thank you for your feedback. We will coordinate with the Intel team to ensure the latest driver prevents this issue from recurring with future Windows Updates.

Best regards, 

Randy T. 

Intel Customer Support Technician