Continuing to solve a problem in my UTX intel graphic component

[JIG2023]

I was trying to solve this problem before Christmas of 2023, but what out of town and didn't bring my laptop with me. 

Here is the original thread. I had tried the last thing that one of the support members recommended me to do. I had updated the bios and the graphics driver but nothing worked. 

Please let me what my next move should be. 

[RamyerM_Intel]

Upon reviewing the thread, I noticed that what you have is an OEM device. Since this is an OEM (Branded Laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system. We might ask you to contact them for a more thorough troubleshooting, however, I want to check if there are other steps that we can take. Please also share the following details: 

1. I would like to ask, are there any error messages that occurs when you are trying to open red dead 2?
2. What is the current version of the game installed in your system?
3. Does this happen to other games as well?  
4. Are you seeing any yellow bang in your device manager after updating your graphics and BIOS? 
5. Does the issue happen even when the laptop is charging? This is to eliminate if it has something to with your power settings.
6. Since it has been a while, kindly please run the Intel System Support Utility at this link and send us the .txt file: https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html

This will allow us to identify the best steps to take. Also , please keep in mind that the Intel XTU error that you are receiving is due to the fact that it is not compatible with your device. You may visit this link for a detailed information: https://www.intel.com/content/www/us/en/support/articles/000057552/processors/intel-core-processors.html

Ramyer M. 

Intel Customer Support Technician 

[JIG2023]

1.I wouldn't get an error message trying to boot up the game, it would just be super slow. Like 3 fps 

2.I have used it on the newest version 1.19. 

3. This has happened on games like Deep Rock Galactic and killing floor. Also other less GPU intensive games. 

4. I don't understand what you mean by "yellow bang". But if its some type of yellow screen, no.

5. Yes it also happens when the laptop is charging. 

6. The file is attached. 

Also I don't think the extreme tuning utility works for my computer because I don't see my processor on it. 

[ACarmona_Intel · Accepted solution]

Hello JIG2023,

We sincerely appreciate you giving us the information we requested.

Based on our research, here are the possible causes of the issue that we have:

• compatibility issues,
• outdated drivers, 
• missing or corrupted game files, 
• security software interference,
• insufficient hardware resources, or conflicts with background applications.

In regards to that, please follow the troubleshooting steps below for a possible solution:

Update System Manufacturer Graphics Driver:

1. Please go to this page to update your system's manufacturer's driver: https://support.hp.com/us-en/drivers
2. Then find and click the button "Let HP detect your product".

If the issue still persists after updating the graphics driver of your system manufacturer, please try our Intel Generics graphics driver:

Please kindly use the manual update.

• How to Install an Intel® Graphics Driver in Windows® 10 and Windows 11* (Installation Method 2)
  • https://www.intel.com/content/www/us/en/support/articles/000005629/graphics/processor-graphics.html

To perform a clean installation of the latest graphics driver, see Clean Installation of Intel® Graphics Drivers in Windows.

Check the power plan settings.

• Press Windows + R.
• In the Run window, type powercfg.cpl and press OK.
• Under Choose or customize a power plan, the currently selected power plan is displayed (set to Balanced by default). To the right of the current power plan, select the option for Change plan settings.
• Click Change Advanced Power Settings.
• Scroll down, find processor power management, and expand it.
• Expand the maximum processor state.
• Double-click on battery and set the value to 100, then do the same for plugged-in.
• Click Apply, then click OK to exit.

Turn off the Windows Game Bar and Game DVR.

• Press Windows + S.
• In the Windows search box, type game bar settings and press Enter.
• Under Control, how the Game Bar opens and recognises your game, turn off the option to record game clips, screenshots, and broadcasts using the Game Bar.
• From the left-hand menu, directly below the game bar, select Game DVR.
• Turn off the record in the background while I’m playing a game.

Please let us know the result of the troubleshooting steps that you are about to perform so we can decide what we can do next.

And by the way, for the XTU This application is supported with unlocked processors (K- and X-series) only, as in our situation, we only have Intel (R) CoreTM i5-10300H, which means that XTU is not applicable.

Thank you, and have a great day ahead.

Best regards,

Carmona A.

Intel Customer Support Technician

[JIG2023]

Downloading the HP drivers worked and it is 100% better. You are awesome. This saved me from paying $115 dollars for something so simple. Thanks a bunch. 

[JayB_Intel]

Hi JIG2023,

Thank you for the update and we are glad that we have resolved your concern. We will proceed in closing your case as completed. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Jay B.

Intel® Customer Support Technician