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JSur0
Beginner
659 Views

Al actualizar controladores de mi Intel HD Graphics 5500 en la pantalla ahora aparecen pixeles lineales y todo lo que son juegos y vídeos se tildan o quedan completamente en negro.

Desinstalando dichos controladores y dejando los básicos de Windows, vuelve a funcionar correctamente.

0 Kudos
14 Replies
Alberto_R_Intel
Moderator
212 Views

JSur0, Thank you for posting in the Intel® Communities Support. In order for us to provide the most accurate assistance we just wanted to confirm a few details about your platform: What is the model of the processor? What is the model of the motherboard? If this is a laptop, what is the model of it? Is this a new PC? Did you make any recent hardware/software changes? Was it working fine before? Which is the Windows* version that you are using? This problem, does it happen with all the games and videos? Since the computer is working with Intel® HD Graphics 5500, we can always try to install the Intel® generic graphics version 15.40.41.5058: https://downloadcenter.intel.com/download/28163/Intel-Graphics-Driver-for-Windows-15-40-?product=862... Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
JSur0
Beginner
212 Views

What is the model of the processor? Intel core I5 5200 U 2.20GHz

What is the model of the motherboard? No poseo este dato

If this is a laptop, what is the model of it? CX 229

Is this a new PC? No

Did you make any recent hardware/software changes? No, solo las actualizaciones de Windows Update

Was it working fine before? Si, funcionaba perfecto

Which is the Windows* version that you are using? Windos 10 Pro 64bits

This problem, does it happen with all the games and videos? Si, en la pantalla en general se muestran pixeles incorrectos, como ejemplo en PES 2019 inicia el juego y a los segundos se tilda. Adjunto imagen donde se puede ver el problema.

Alberto_R_Intel
Moderator
212 Views

JSur0, Thank you very much for providing those details and the picture. We recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them work with your specific platform. Please install the graphics driver that you will find in the following link, choose "VGA" and please select your Windows* version to install it, let us know the results: http://redcx.com/drivers/ Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
JSur0
Beginner
212 Views

Gracias por tu respuesta, ya probé realizar lo que me dijiste pero sigue funcionando mal.

Alberto_R_Intel
Moderator
212 Views

JSur0, You are very welcome, we are sorry to hear the issue persists. In order for us to further assist you, please provide the SSU report: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Also, please run the Intel® Processor Diagnostic tool: https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool To attach the report, once you choose "reply", please select the "clip" icon on the lower left corner. Just to let you know, I checked the minimum requirements for the game and they actually recommend to use an external video card, that might be the reason why the game is not working properly, it seems that the drivers are not optimized to run the game: https://www.konami.com/wepes/2019/eu/en/topic/requirements_pc Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
JSur0
Beginner
212 Views

Adjunto el resultado del SSU y el IPDT. El juego funcionaba correctamente antes de este problema. Ahora en muchas paginas de videos, se reproduce solo el sonido y el video queda en negro.

JSur0
Beginner
212 Views

Aqui adjunto el informe SSU.

Alberto_R_Intel
Moderator
212 Views

JSur0, Thank you very much for providing those files. Based on the information from the Intel® PDT we can confirm the processor is working fine since the unit passed the test. In reference to the SSU report, I see that the graphics driver that is currently installed is version 10.18.15.4274, is that driver provided by the manufacturer of the computer or that is the basic driver from Windows? Also, I can see that in the SSU report it shows that there is a Nvidia card in the system, the Nvidia GeForce 940M. At this point we need to confirm if at the moment when you are playing the game the system is using the Intel® graphics controller or the Nvidia graphics controller. To do that, please get in the BIOS and disable/enable the Intel® graphics controller and then run the game to verify if the problem persists. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
JSur0
Beginner
212 Views

Gracias por tu respuesta, esos drivers son los que provee el fabricante. En la BIOS no encuentro la opción que comentas, hay una "intel virtualization..." que al desactivarlo no hay ningún cambio.

Alberto_R_Intel
Moderator
212 Views

JSur0, You are very welcome, thank you for sharing that information. Since the option does not seem to be available in the BIOS, what we can try now is to install the graphics drivers provided by Nvidia. I looked on their web site and the latest graphics river version for the Nvidia GeForce 940M is 419.17: https://www.nvidia.com/Download/driverResults.aspx/143233/en-us Once you install the driver run the game, and please make sure that the game is using the Nvidia video card as the graphics engine. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
JSur0
Beginner
212 Views

Gracias por tu respuesta, actualice los drives de la placa pero el problema persiste. Quisiera que nos enfoquemos en el problema de las lineas en la pantalla, lo del juego es realmente secundario. Te adjunto un print de pantalla donde se puede ver claramente la falla general en la pantalla.

Alberto_R_Intel
Moderator
212 Views

JSur0, You are very welcome, thank you very much for providing the picture. Do you know by any chance which is the primary graphics controller for this laptop? You mentioned that of you install the Microsoft* drivers there is no problem. Did you un-install the Intel® graphics drivers or the Nvidia graphics drivers or both? The flickering problem, does it happen only with certain applications? If that is the case, what is the name of them? Does it happen with some specific browsers or just with a few of them? Please provide the names of them. Do you see the flickering problem only when plying videos or also when you use the PC normally, for example in the desktop? If you store a video locally and then if you play it with for example with the VLC application, is the problem the same? Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
JSur0
Beginner
212 Views

Gracias por tu respuesta, no sabría cuales son los controladores primarios. Desinstalo los controladores gráficos Intel, quedando los básicos de Windows y funciona correctamente, los de Nvidia quedan instalados. El problema ocurre en todas las aplicaciones, buscadores, y en el uso normal como en el escritorio de Windows. Los vídeos almacenados también presentan el problema.

Alberto_R_Intel
Moderator
212 Views

JSur0, You are welcome, thank you very much for letting us know those updates. Based on the information in the SSU report, it seems to be that this laptop is working with hybrid graphics, meaning that both graphics controllers are active and they will work depending on the application being used. In this case the next thing to do will be to get in contact directly with the manufacturer of the computer to verify if maybe they have a customized graphics driver specifically for your system or if they are doing an Intel® graphics driver debugging. They might be able to replicate this scenario using the same exact components that you have and provide further suggestions on this matter. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
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