Black Screen during install of Iris Xe Graphics driver

[jram]

I was experiencing flikers on my Dell Latitude laptop and I was advised by the seller to update the driver. During the driver install from the Intel website, the screen went black, only the mouse the appears. What do I need to do, or the laptop hardware defective?

[DhannielM_Intel]

Hello Jram,

Thanks for posting in the community. Let's try to resolve this issue together. To better understand your current situation, could you please answer the following questions:

• Can you tell me where you downloaded the graphics driver from? (e.g., official website, third-party site, etc.)
• What is the full make and model of your laptop?
• Did you perform a clean installation by uninstalling the previous driver from the Device Manager before installing the new driver?
• Have you contacted Dell about this issue? If so, what steps have they suggested or taken?
• Did you disconnect your laptop from the internet while performing the clean installation?

Your answers will help me understand the situation better and provide more accurate troubleshooting steps. Thank you!

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello Jram,

I wanted to follow up to see if you have reviewed the questions I posted. Please inform me at your earliest convenience so we can decide on the next steps to address this issue.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello Jram,

Since I haven't received a response from you, I will be closing this inquiry. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Best regards,

Dhanniel M.

Intel Customer Support Technician