Graphics
Intel® graphics drivers and software, compatibility, troubleshooting, performance, and optimization
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After updating to Windows 11 version 24H2, the resolution cannot be selected.

leehuizhang
Beginner
570 Views

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.

 

 

 

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1 Solution
leehuizhang
Beginner
474 Views

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.

 

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16 Replies
leehuizhang
Beginner
495 Views

Please help me!

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LeonWaksman
Super User
483 Views

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

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leehuizhang
Beginner
471 Views

Thanks to Leon Waksman for the support.

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

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LeonWaksman
Super User
391 Views

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

 

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leehuizhang
Beginner
384 Views

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.

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leehuizhang
Beginner
377 Views

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?

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leehuizhang
Beginner
475 Views

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.

 

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RandyT_Intel
Moderator
294 Views

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 

 

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leehuizhang
Beginner
280 Views

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

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leehuizhang
Beginner
239 Views

@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. 

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RandyT_Intel
Moderator
217 Views

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 


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leehuizhang
Beginner
192 Views

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?

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leehuizhang
Beginner
173 Views

 Quick Assist for remote sessions   ode:8MZZQ2

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leehuizhang
Beginner
169 Views

@RandyT_Intel @LeonWaksman 

Quick Assist for remote sessions ode:7KLAR0

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leehuizhang
Beginner
165 Views
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leehuizhang
Beginner
105 Views

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 

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