Graphics
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Asus x509ja UHD Graphic drivers

Tracy
Beginner
798 Views

my son's plays fortnite on a new Asus X509ja laptop but receives this warning:

known issues with graphics driver

the installed version of the intel graphics drivers has known issues in d3d12. 

 

please update to the latest driver version or switch to a different rendering API. 

 

Intel (R) UHD Graphics

installed: 27.20.100.8681

recommended: 27.20.100.8935

 

i have tried lowering his API but then the characters are badly pixelated.

Where do i find this update ? 

how can i update the drivers ? i dont see the download on the website. 

i have tried to download the assist app but it doesnt seem to find any updates. 

 

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7 Replies
JosueO_Intel
Moderator
783 Views

Hello Tracy,


Thank you for posting on the Intel®️ communities. In order to have a better understating of the issue, please share with us the following information:


  1. Screenshot of the error code. 
  2. Does it only happen when playing Fortnite or does it happen with other games?


Also, please download and install the Intel®️ System Support Utility (Intel®️ SSU):

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

Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View".  

Click on "Next", save the report and attach it to your response.



Regards, 


Josue O.  

Intel Customer Support Technician



JosueO_Intel
Moderator
768 Views

Hello Tracy,



Were you able to check the previous post?  

Let us know if you still need assistance.  



Best regards,  


Josue O.  

Intel Customer Support Technician


Tracy
Beginner
757 Views

Hi 

 

this only happens when i open fortnite. 

 

here is the warning that pops up and the system report.

 

Tracy_0-1636484905478.png

 

JosueO_Intel
Moderator
753 Views

Hello Tracy,


We recommend performing a clean install of the latest graphics drivers. You can download them in our download center.

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html


Follow these steps:


Check Windows* updates:


• Click the Windows Start button. 

• Click the search and type Windows updates and click on that option.

• Select Check for Updates and ensure you have the latest Windows* version. 


Clean installation of the Graphics Driver:


1- Download the latest customized driver from the Computer Manufacturer Support Websites and save the installer on the computer.

2- Disconnect from the internet to make sure the driver will not be automatically updated by Windows.

3- Uninstall the Intel Graphics driver. To do this, please follow the steps on the link below under these sections:


• Uninstalling the Intel Graphics Driver via the Device Manager Method

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics.html


4- Restart the computer.

5- Right-click the Windows Start button. Select Device Manager.

6- If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as 'Microsoft Basic Display Adapter', 'Standard VGA Graphics Adapter' or similar. If not, repeat step 3. Repeat the process until it is listed as 'Microsoft Basic Display Adapter'.

7- Install the latest graphics driver provided by the system manufacturer.

8- Once the latest driver has been installed, enable the internet connection again.



Best regards,  


Josue O.  

Intel Customer Support Technician



JosueO_Intel
Moderator
733 Views

Hello Tracy,


Were you able to check the previous post?  

Let us know if you still need assistance.  



Best regards,  


Josue O.  

Intel Customer Support Technician


JosueO_Intel
Moderator
702 Views

Hello Tracy,


We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored. 


Best regards,  


Josue O. 

Intel Customer Support Technician


JosueO_Intel
Moderator
675 Views

Hello Tracy, 


We have received your feedback provided in the survey and we understand that you were not able to implement the steps provided. Our recommendation is to contact us via live support where you will be able to get remote assistance for your issue. Here are pages where you can look up contact information, including local/country phone numbers, by geography: 


• U.S. and Canada: Intel Customer Support 

https://www.intel.com/content/www/us/en/support/contact-support.html 

• Europe, Middle East, and Africa: Intel Customer Support EMEA  

https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 

• Asia-Pacific: Intel Customer Support APAC  

https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 

• Latin America: Intel Customer Support LAR  

https://www.intel.com/content/www/us/en/support/contact-support/lar-contact.html 

You can use the online forms service or email, but I actually recommend calling them directly. The above links provide local or toll-free numbers in most countries and support most local languages.


Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.  



Best regards,


Josue O.

Intel Customer Support Technician



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