Discrete Gpu not showing up

[faan]

I installed the latest update for intel iris Xe graphics card (integrated) and it removed the ability for me to use my discrete graphics card. I need help with making it usable again

[VonM_Intel]

Hi, faan.

Thank you for posting in our Community. I understand that the latest update for your Intel Iris Xe graphics card has caused your discrete GPU to stop showing up. Le me know the following:

1. Did you receive any error messages or notifications when the discrete GPU stopped showing up?
2. Have you checked the Device Manager to see if the discrete GPU is listed under hidden devices? 
3. Did you make any other changes to your system around the time you updated the Intel Iris Xe graphics driver?
4. Can you provide the make and model of your discrete GPU?
5. Did you use any specific tool or method to update the Intel Iris Xe graphics driver?

Additionally, I'd like to gather more details, such as the specific graphics models of your discrete, exact driver versions, and any system errors. Using the Intel SSU tool will help us collect comprehensive information about your system setup, which could be crucial in identifying the root cause of this issue. If you've already tried any solutions before contacting us, please share those details so we can avoid repeating any unnecessary steps

Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[faan]

Hello, thanks for your response.

1: No I didn't notice get any error messages but I was noticing more frequent crashes to the blue screen of death with the error "VIDEO_DXGKRNL_FATAL_ERROR".

2: Yes, before I reset my laptop, it used to sometimes show up under hidden devices but it was grayed out and I couldn't do anything with it other than uninstall. Sometimes it would get recognized but crash right after something even slightly intensive would get ran.

3: No.

4: Intel Arc A730M

5: No I just downloaded it off the official intel website and clean installed.

I have attached the SSU file below but I would like to redirect you to another post I had made, check my profile and check it out.

[faan]

Hello, thanks for your response.

1: I did not receive any error when the discrete gpu stopped showing up, however I was noticing more blue screen of death crashes with the error "VIDEO_DXGKRNL_FATAL_ERROR"

2: At the time of posting this, I used to sometimes see it under hidden devices, and sometimes it would show up normally, but it would crash as soon as it had to do anything as light as running discord. I have now reset my laptop and reinstalled windows, however I now don't see Arc A730M even under hidden devices.

3: I had not made any changes.

4: Intel Arc A730M, with the integrated graphics card Intel Iris Xe Graphics.

5: I did not use any specific tool. I just went to the intel official website where the latest drivers were available and installed them.

I have attached my SSU below, but I would like to let you know I made a new post regarding this with more information which I'll link here: https://community.intel.com/t5/Graphics/Facing-problems-after-installing-Intel-Arc-and-Iris-32-0-101/m-p/1666499#M138861

Thanks.

[faan]

Hello, thanks for your response.

1: No I didn't notice get any error messages but I was noticing more frequent crashes to the blue screen of death with the error "VIDEO_DXGKRNL_FATAL_ERROR".

2: Yes, before I reset my laptop, it used to sometimes show up under hidden devices but it was grayed out and I couldn't do anything with it other than uninstall. Sometimes it would get recognized but crash right after something even slightly intensive would get ran.

3: No.

4: Intel Arc A730M

5: No I just downloaded it off the official intel website and clean installed.

I have attached the SSU file below but I would like to redirect you to another post I had made:
https://community.intel.com/t5/Graphics/Facing-problems-after-installing-Intel-Arc-and-Iris-32-0-101/m-p/1666499#M138861

[VonM_Intel]

Hello, faan.

The error "VIDEO_DXGKRNL_FATAL_ERROR" is typically associated with graphics driver issues or hardware conflicts. It's peculiar because, according to the SSU report you provided, the only graphics component in your NUC laptop is the Intel(R) Iris(R) Xe Graphics, version 32.0.101.6559. I have a few questions:

1. Can you verify if the BIOS recognizes the graphics card?
2. Have you already tried to roll back to the previous graphics driver version using the laptop driver pack? You may visit this link, where you can find the driver package for your NUC laptop.

Best regards,

Von M.

Intel Customer Support Technician

[faan]

Hello.

1: I have checked everywhere in the BIOS but cannot find anywhere where either of the graphics cards names are located.

2: No, I have not done a rollback.

I am not on the latest BIOS version, so after installing that I will let you know what I see. Also, the graphics card does exist, I used to be able to use it before.

EDIT: I am also unsure of where to look for the graphics card, even after installing the latest BIOS, I couldn't find it anywhere.

Thank you.

[VonM_Intel]

Hello, faan.

I appreciate your update. To roll back using the laptop driver pack, please follow these steps:

1. Download the Driver Pack for the Intel® NUC X15 Laptop Kit - LAPAC71H
2. Extract the downloaded zip file.
3. Navigate to the extracted folder: Intel_NUC_X15-LAPAC71-Laptop_Kits-Driver_Pack-v1.7 > Intel NUC X15-LAPAC71-Laptop Kits-Driver Pack-v1.7 > GFX_ARC-Win10_Win11-31.0.101.4575 and click on installer.exe
4. Follow the on-screen instructions to begin the installation. This will roll back your graphics driver using the original driver package for your Intel NUC laptop.

Kindly let me know the results.

Best regards,

Von M.

Intel Customer Support Technician

[faan]

Hello, @VonM_Intel .

I just installed the driver package and ran the installer for the drivers which the laptop originally came with. After rebooting, I checked task manager and device manager, but the Arc A730M was still grayed out like before. I am now on the latest drivers again, but if you need me to go back to the previous one I will do so.

Thanks!

[faan]

Hey, I just wanted to give a small update. This is what I mean when sometimes the graphics card shows up but crashes, however this time it has a yellow warning sign and remains undetected by task manager and I am unable to use it.

[JeanetteC_Intel]

Hello faan,

Thank you for sharing this update. Kindly give me time to check on this internally and will post an update once available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[VonM_Intel]

Hello faan,

Thank you for the update. It sounds like the yellow warning sign and the graphics card being undetected by the Task Manager could indicate a driver issue or a hardware conflict. The Code 10 error indicates that the device cannot start, which is often seen in the device manager. This error may be related to underlying issues such as hardware malfunctions or driver problems. 

I’ve noted the image you shared and will get back to you as soon as possible.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, faan.

Thank you for your patience. Based on my findings, I recommend that you install the older driver from the driver pack for your laptop, which can be downloaded here: Intel NUC X15 Laptop Kit Driver Pack. To manage your expectations, please be aware that the driver included in the driver pack is specifically designed to work with your laptop and its discrete graphics card.

Best regards,

Von M.

Intel Customer Support Technician

[faan]

Hey, I installed this pack and reverted to these and am still running this version, but it still did not solve my problem.

[VonM_Intel]

Hello, faan.

I’m sorry to hear that the issue persists even after installing the pack and reverting to the previous version. I will try to troubleshoot and do further research on this matter and post the response on this thread once available.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, faan.

Thank you for your patience in this matter. I have sent you an email regarding this issue. If you don’t see it in your inbox, please check your spam or junk folder. Thank you.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, faan.

Have you had a chance to review my previous post and email response? Please let us know if you require any further assistance. I'm here to help. If you don’t see it in your inbox, please check your spam or junk folder.

Best regards,

Von M.

Intel Customer Support Technician