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RikiBY
Beginner
143 Views

Bug (shutdown) PC Intel HD graphics 5500 (CPU 5005u) for all Windows, Linux

Computer processor 5005u has problems. The PC turns off when the system boots up after 3-5 seconds. There is no problem in UEFI.

The temperature is normal. There are no viruses. We used different versions of Windows (7-10), Linux Ubuntu, LiveCD / USB.

When removing the video driver from Intel graphics - when the "Microsoft Basic Adapter" is activated - there is no problem, the computer works stably and for a long time. But then there is no sound through HDMI.

Most likely the problem is with some internal instructions of the graphics core. Is it possible to get sound over HDMI to work with a standard driver from Microsoft. How to connect? Install) HDMI Audio only.

We tried all versions of Intel drivers, the problem remains, the computer turns off every 10 seconds (if not faster), sometimes even the desktop does not have time to be displayed. Before that, disabling "hardware acceleration" in the browser helped a little earlier.

But I do not have it. Now even in Linux Ubuntu the computer is shutting down.
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5 Replies
Alberto_R_Intel1
Employee
106 Views

RikiBY, Thank you for posting in the Intel® Communities Support.


In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

What is the model of the motherboard?

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

Is this a new computer?

Was it working fine before?

When did the issue start?

Did you make any recent hardware/software changes?

Which specific Windows* version are you using?

Please attach the SSU report so we can verify further details about the components in your platform, please check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


"Is it possible to get sound over HDMI to work with a standard driver from Microsoft.?"


It depends, if you use the Microsoft basic driver, it is expected that some of the functions will not work because that driver was not customized and it does not provide the full features the drivers provided by the manufacturer of the computer or Intel® have.


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


RikiBY
Beginner
97 Views

This is not a laptop or desktop computer.  We use a mini computer made in China.  Motherboard model: GHSW2-ver.D

Windows 7 x64, 10 x64 (all build), LTSB, LTSC.

Linux Ubuntu v20.

The computer is working properly in UEFI mode. Temperature and CPU load test - passed successfully.

Microsoft Basic Video Adapter (VGA, HDMI without Audio) - NO problem.

Previously, there were no problems. The PC worked well for about 1.5 years. We have now tried all available versions of Intel HD graphics 5500 drivers.

The problems started suddenly. Sometimes it seemed that the problem itself was solved, but after a week everything started all over again. We thought the problem was a bad processor with an integrated video core. However, with a basic video adapter, the computer has been stable for a couple of weeks now.

Now use: Windows LTSB 2016 + all update.

Attached to this post is the full Intel SSU report.

Alberto_R_Intel1
Employee
79 Views

RikiBY, Thank you very much for providing that information.


In order to rule out a possible hardware problem with the Intel® Processor, please install and run the Intel® Processor Diagnostic Tool, it does an overall test on the unit and if it passes the test it means it is working properly:

https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool


Based on the information on the SSU report, we can see that the graphics driver version installed is 10.0.14393.0, just to confirm, where did you get that driver from?

It also shows that the manufacturer of the computer is Intel®, but you mentioned this is not an Intel® computer right?


Just to let you know, we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform. 


I looked for the drivers for your platform but I was not able to find them, since your computer works with Intel® HD Graphics 5500 what we can try is a clean installation of the Intel® Generic Graphics driver version 15.40.48.5171 following the instructions in the link below:

https://downloadcenter.intel.com/download/30196/Intel-Graphics-Driver-for-Windows-15-40-

https://www.intel.com/content/www/us/en/support/articles/000005474/graphics.html


Keep in mind that when using Windows LTSB, LTSC there might be limitations on driver installation since that operating system mainly does security updates.


In this case, we suggest to get in contact directly with the manufacturer of the system to confirm which is the graphics driver version tested and validated by them and also to gather the instructions on how to do a BIOS update to the latest version.


Regards,

Albert R.


Intel Customer Support Technician


RikiBY
Beginner
73 Views

Please don't be kidding.

This is not a mini PC from Intel. It's just an Intel processor-based device. I wrote above that we tried all the options.

And now the system may contain remnants of any driver versions. Initially, I installed all versions of video drivers every time on a new installed Windows system, without other drivers.

We have already used the processor diagnostics program that you recommended.

Previously, when installing the latest video driver from Intel (15.40), the program started and after 3-5 seconds the PC turned off. Now this program does not even start with the basic video adapter, we tried the compatibility mode.

We also used the Intel processor identification program. The result is attached to the message.

The program said that this processor is not for sale, and goes as a "prototype / engineering sample".
But before 2 years the PC worked fine with the same system Windows 10, and Windows 7. Now there are problems even in Linux.

I agree that the problem is most likely in a low-quality processor. However, the base video adapter is stable.

Maybe you have a light version of the Intel video driver (for example, a minimum of settings, excluding 3D, excluding hardware acceleration, and so on that can again affect the computer), but that will help me to use the HDMI output and sound.

Can you use only the sys (ini) file from the driver, without the installation file?

Currently, updating drivers from the Microsoft store is prohibited.

If I install a light version of Intel video driver for Windows 10, it may help to solve the problem.
Victor_G_Intel
Moderator
35 Views

Hello RikiBY,

 

Thank you for posting on the Intel® communities.


The only versions that we have available for our drivers are the ones on our website, we don’t have a light version of our drivers; therefore all the files contained within the driver must be used during the installation process.

 

Based on the information that you have provided the best thing you can do is to get assistance directly from the manufacturer who integrated the processor into your board so you can get not only the proper drivers for it but to check if this issue has been reported with your specific model and to check is there is any workaround available for your issue.

 

Regards,

 

Victor G.

Intel Technical Support Technician 


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