Can not install a Graphics driver for Intel Iris Xe

[BramB]

Hello,

Today I tried updating the driver for my Iris Xe but I get a problem see screenshot bellow. The same happend after a reset, after DDU and tried with a older driver. So I have now no graphics driver.. 

I have blocked the graphics update in Windows update because its alway installing the oldest version for it form 2022. 

I have a Acer Aspire A715-51G The laptop has a HDMI 2.1 port Since the Windows 11 24H2 update, it's no longer possible to connect a monitor via the HDMI port and use more than 60Hz with external programs. It's sometimes possible to get 75Hz, but 3340x1440 120/175Hz is not possible. Before the update, 1080p 75 was possible. How can I fix this ? tried everything between February and now.

[BramB]

Blocking the update through the registry has something to do with it

[RandyT_Intel]

 Hi @BramB,

Thank you for posting here in our community. To effectively diagnose and address the issue you're experiencing, I kindly ask you to provide detailed responses to the following questions. This information will help us isolate the problem and determine the most appropriate course of action.  

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• Which exact driver versions have you tried installing? (Intel's site vs Acer's support site?)
• Did you install the driver manually via Device Manager or using Intel's Driver & Support Assistant?
• Have you checked for any firmware or BIOS updates for your Acer Aspire A715-51G?
• Have you made any software or hardware changes to the system recently? 
• What troubleshooting steps have you tried so far? 
• What is the make and model of the external monitor you're trying to connect?
• Does the issue persist when booting into Safe Mode or using a clean boot configuration?

Please note that this is an OEM device, so we will try to assist you with general troubleshooting steps. However, if the issue persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

I look forward to your response and am committed to resolving your issue promptly. 

Regards,  

Randy T.  

Intel Customer Support Technician  

[BramB]

Hello, 

I may have solved the problem temporarily but it is not a long term solution. I don't use the laptop now. So I can not asware all the question and send the SSU log. 

I have removed the register key for the driver block in windows update. installed the latste driver and enabled the register driver block.

I download the driver form the intel site or with the Intel driver & support assistant. The drivers on the support page form Acer are form 2022.. 

Installed the drivers manually and tried with the Intel's Driver & Support Assistant.

BIOS is up-2-date.

Hardware is not changed. Software is the register key to block the Drivers for the Intel Iris Xe form 2022. and Windows is up-2-date

Monitor models: 1(new) Samsung oddysey G8 oled 34Inch (3340x1440p 175Hz) model with normal ports https://tweakers.net/pricewatch/2108392/samsung-odyssey-oled-g8-g85sd-34-inch-xen-zilver/reviews/

2 old iiyama G-master GE2288HS (1920x1080p 75Hz on HDMI) (i have 2 of them on a dongle they work both on 1080p 75hz and the laptop screen on 1080p 165Hz)

with the samsung do I have now no screen (also not black) monitor says no input.

Save mode/clean boot not tried but meaby later this week.

[RandyT_Intel]

Hi @BramB,

I’ve sent you a personal email, please check if you’ve received it. I included a proposal that may help me assist you further with this concern.

Regards,  

Randy T.  

Intel Customer Support Technician  

[BramB]

The SSU File

[RandyT_Intel]

Hi @BramB,

Kindly retry downloading the latest driver version 32.0.101.6989.

Before installing, please perform a clean driver uninstall using DDU (Display Driver Uninstaller).

When the Intel Graphics Software installer begins, follow the steps outlined in the article-Windows* Update Rolling Back Graphics Driver to a Previous Version. Let me know if there are any changes particularly whether you're able to set the custom resolution, as you previously mentioned having access to higher resolution and refresh rate.

Upon reviewing the monitor specifications, it appears that this display is not typically intended for gaming purposes, which may contribute to the limitations you're experiencing.

If the issue persists, it may be due to a compatibility issue with the Intel generic driver. In such cases, the recommended workaround is to use the OEM driver provided by your laptop manufacturer.

Note: The generic Intel driver provides users with the latest and greatest feature enhancements and bug fixes that computer manufacturers (OEMs) might not have customized yet. OEM drivers are handpicked and include customized features and solutions to platform-specific needs. Installing this Intel generic graphics driver will overwrite your handpicked OEM graphics driver. Users can check for matching OEM driver versions at OEM websites. For more information on how the installation of this driver may impact your OEM customizations, see this article.

Additional steps to consider:

• Set the refresh rate to the recommended 60Hz and check if the external monitor functions properly.
• Contact your monitor/display manufacturer to check for any available firmware updates. Since you're using Intel drivers, some displays may require firmware-level integration for proper handshake and compatibility.

Lastly, I’ve sent you a personal email, please check it so I can assist you further.

You may also refer to the article below for additional guidance.

Unable to Select the Native Resolution and Other Supported Refresh...

Looking forward to your response.

Regards,  

Randy T.  

Intel Customer Support Technician  

[BramB]

I have download the driver from the link 

rund DDU 

and with installing the driver I got this 

I can't install the microsoft basic display driver. 

The regedit key is disabled.

[BramB]

Update:

After some restart the driver form 2022 is installed the new monitor works on max 60Hz

[BramB]

the driver 32.0.101.6989 is now installed.

I don't no when windows is installed version 30.??? form 2022. 

I still have 60 Hz on external monitors.

According to Chat GPT the limit for my HDMI port is 175Hz and for the Iris Xe is 120Hz but both are not working. 

[RandyT_Intel]

Hi @BramB,

The Acer Aspire A715-51G can technically support refresh rates above 60Hz with the Samsung Odyssey G8 OLED 34" monitor, but there are several important limitations and conditions to be aware of.

If you're connecting via HDMI, you may be restricted to 60Hz especially after recent driver or OS updates. While some users have reported achieving 75Hz at 1080p, this is inconsistent and often depends on specific driver versions or custom resolution settings.

To potentially achieve higher refresh rates:

• Use USB-C with DisplayPort Alt Mode, this requires support from both your GPU and the cable. It may bypass HDMI limitations.
• Ensure the NVIDIA GPU is active, the dedicated NVIDIA GPU should be used for external display output, not the integrated Intel Iris Xe.

If recent updates have caused refresh rate issues:

• Consider rolling back to Acer-provided drivers, even if they’re not the latest, OEM drivers are tailored for your system and may offer better compatibility.
• Avoid using Intel generic drivers, these may introduce further issues, as they are not optimized for your specific Acer laptop.

If the latest drivers haven’t resolved the refresh rate issue, and you were previously able to achieve higher refresh rates, this points to a compatibility issue introduced by recent updates. I strongly recommend contacting Acer support for tailored assistance.

Lastly, I’ve sent an offer via email to check your system directly. Let me know if you’re interested in exploring that option, as we may be running out of alternatives.

Looking forward to your response.

Regards,  

Randy T.  

Intel Customer Support Technician  

[BramB]

I have a usb C dongle but he HDMI form it is 2.0 

The external monitors that are connected to the HDMI port and en USB C are connected to the Iris Xe, I have ask Acer why but they say its not change able to the Nvidia RTX 3050TI. 

Before the windows 11 24H2 update I have native 1080p 75Hz but now only with 3th party tools. 

I have the samsung monitor since march this year and the windows update since januari/februari so I have never used it thoger.  

[RandyT_Intel]

Hi @BramB,

I’ve sent you a personal email, please check if you’ve received it. I think it is better to discuss this over the phone.

Regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @BramB,

Since I haven't heard from you, I will proceed with closing this case. Please note that it will no longer be monitored. However, you may submit a new ticket if you need further assistance in the future.

Regards,  

Randy T.  

Intel Customer Support Technician  

[BramB]

I have now the latste driver form 19-08-2025.

If I set my samsung monitor to 16:9 I get 120Hz 

If I set it to 16:9 1080P I got 175Hz

If I got my old monitor its not working on 75Hz with no other software.