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18933 Discussions

Display Driver Freezing Upon Windows Update

I had this issue about 2 months
Where I had a windows update then my display driver freezes
all programs are running since I can hear my video playing,

only the screen hangs, no BSOD, or blackscreen.

When I reboot, the screen hangs on windows log-in screen

SPECS: GTX 1070 i7 16gram 
Predator 15 g9-593 laptop
Ive tried:
• clean installation of windows (1709, 1903, 2004), 
• cleaned drivers (DDU) & also tried installing in safe mode
• Set things to maximum performance, PCI Express off, fast start-up off
• Cleaned my fans/ repasted thermal paste

• Disk install via device manager

• Updated BIOS

• hardware troubleshooter

• Disabled TdrDelay
• Updated all drivers (except for display adapter, since i will get an error if i update it)
The stock driver from Acer VGA 384 works at any given time.
Nvidia drivers 384 - 388.92 works. beyond that (nvidia 390+) i got driver error
My only solution was to use older version of windows (1709, installed in legacy mode) because i noticed screen freezing only occurs in windows OS 1903 & 2004.
I can update the driver to new versions like 451.67 but the computer wont recognize it upon initial install (error 43), where i need to uninstall it via device manager then reboot..
upon then the VGA would reset and function, but my brightness control will be broken.
weird because I was running latest drivers since last year, until i got my display freezing now.

BTW Intel HD graphics is not available to this kind of laptop. Maybe because of the built-in G-sync. 

Im thinking maybe during the update we had an incompatibility issue with the drivers?


Any help would be highly appreciated.

Thank you very much

0 Kudos
4 Replies

Hello MrPickles666, 


Thank you for posting on the Intel® communities.   


In order to better assist you, please provide the following: 


1. Is your system able to boot back again? As you mentioned the screen hangs on windows log-in screen after a reboot, I am just wondering if this is your current situation. In case you are able to boot normally, please provide the reports requested below. 

2. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:  

  • Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".   
  • Click on the menu where it says "Summary" to change to "Detailed View".   
  • To save your scan, click on "Next", then "Save".   
  • Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach). Please note that only one file can be attached at a time. 

3. Provide the DxDiag report: 

  •  Go to Start > Run or Windows Key + R.   
  • On the Run prompt, type "dxdiag" then click OK.   
  • On the DirectX Diagnostic Tool window, click on Save All Information.   
  • Browse to a folder, type in a filename then click Save.   


4. What is the exact error that you get while installing the graphics drivers? Please provide the error message (if possible a screenshot).

5. Does the display freeze randomly? Or is it in a specific task/moment? Please explain. 




Sebastian M.  

Intel Customer Support Technician.  


Hello sir, thank you so much for your time.

The freezing only occurs when updating the display driver.

So I disabled the auto-update from windows.


Right now I can boot normally since I am using an older driver version Nvidia 388.92

When I try to update the driver to Nvidia 390.65, I'm getting a driver error


For Windows OS 1709, I get "windows has stopped my graphics device because of an error (43)"

For Windows OS 1903 & 2004, I have my screen freezing during display driver update.


I also did a memory check & disk check

no error found


Any help is greatly appreciated


Also here is the error from the reliability test

attached is the dmp file


Hardware error

‎16/‎08/‎2020 2:01 pm

Not reported

A problem with your hardware caused Windows to stop working correctly.

Problem signature
Problem Event Name: LiveKernelEvent
Code: 193
Parameter 1: 804
Parameter 2: ffffffffc000000d
Parameter 3: 110b
Parameter 4: fffff80625bd6268
OS version: 10_0_19041
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.19041.
Locale ID: 13321



Hello MrPickles666, 


Thank you for the information provided. 


Based on the reports and the information that you provided, we can see that your system is only using a third-party Nvidia* graphics card, and your system only works with this graphics card as per the design, leaving apart the Intel® Graphics card and drivers.  


Based on that, I will highly recommend you to check with your system manufacturer (Acer*) and Nvidia* for the correct settings, instructions, troubleshooting steps for this issue. Also, you can report this to Microsoft* since this will happen with some specific Operating System versions.  


Since this issue is not related to Intel®, we will proceed to close this inquiry. If you need any additional information, please submit a new question as this thread will no longer being monitored. 




Sebastian M.  

Intel Customer Support Technician.