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Driftwood97
Beginner
255 Views

BUG Found: Intel Iris Xe Graphic drivers

Dell 5000 Series Latitude laptops have the Iris Xe graphics chip.

Driver 20.27.20.100.966 caused issues with the Dell USB Docking Station D6000.

The Monitors would flicker and freeze and become unusable.  In the Device Manager under display drivers, there were exclamation marks on the DisplayLink Drivers.

Once reverted to an older Intel graphic driver, the issue was resolved.

 

The issue was with newer intel graphic drivers on the Laptops.

The onboard video: Intel Iris Xe graphics.

Version ending in 9415 may work, but that download is not available.

Version ending in 9466 (latest version) does not work.

 

Version ending in 9316 and it does work.

Once installed, the docking station does not have an issue.

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3 Replies
AndrewG_Intel
Moderator
230 Views

Hello @Driftwood97

Thank you for posting on the Intel® communities.

In order to check this further, could you please provide the following information?


1- Is the behavior happening only on external displays (connected through the Docking Station) or is also happening on the laptops' built-in displays?

2- Do the flickering and freezing issues occur if you connect the displays directly to the laptops (without the docking station) using a straight-through connection (HDMI-to-HDMI, not using video adapters) with a single cable? Could you please test without the docking in case you haven't tried yet?

3- Have you tested with the latest customized graphics driver provided by Dell* for those Dell* 5000 Series Latitude laptops?


4- With the docking station disconnected, please generate the following reports:

4.1 A Report for Intel® Graphics Drivers following the steps on the link.

4.2 Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

  • Download the Intel® SSU and save the application on your computer
  • Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
  • To save your scan, click Next and click Save.
  • Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
184 Views

Hello Driftwood97

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
106 Views

Hello Driftwood97

We have not heard back from you so we will proceed to close this thread now.


It is worth mentioning that Intel does not recommend the use of any kind of adapters, dockings, or converters. This is because we cannot test all of them, so we cannot guarantee that these are going to work. For more details, please review this article: Using Video Cable Adapters, Splitters and/or Docking Stations in Computers not Manufactured by Intel.

 

The best solution is doing a direct connection with a single cable that has the same connection type in both ends. General recommendations are:

  1. Make sure Windows® is up to date
  2. Use the customized driver provided by your computer manufacturer (OEM) Dell*. Intel® provides generic versions of software and drivers. When talking about laptops, the OEM may have altered the features, incorporated customizations, or made other changes. For this reason, we recommend the installation of the drivers provided by the manufacturer to avoid any potential impact caused by loading non-customized drivers. 
  3. Check with your OEM if additional firmware is available, for instance, a BIOS update or drivers for the docking.


If none of these workarounds fixes the issue, it is very likely that the adapter is not supported by the controller or the issue is specific to the docking considering it is showing a "yellow exclamation mark" error pointing to their own drivers (DisplayLink*). In this case, we recommend addressing this issue to your OEM for further assistance and debugging. For your convenience, here is the link to Dell* Support.


If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Andrew G.

Intel Customer Support Technician


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