Re:Driver causing my Dual Monitor to stop working.

glpuck · ‎09-17-2023

I purchased a NEW Yogo 7i and ThinkPad USBC dock station recently and have had problems getting my Dual Monitor setup to remain functioning! With the help of my Lenovo Premium+ service I was finally able to keep it running for about a Month. A few days ago Windows pushed an UPDATE and Dual Monitor STOPPED. I performed a "Recovery" from just before the update and my Dual Monitor = Working! Short lived however... Long story short my Intel Iris Xe Graphics driver keeps reverting to a driver that doesn't work. How do I permanently remove this driver from my system. Uninstall doesn't work, within 24hrs it replaces the driver that works for the one that doesn't. So far my Lenovo Premium+ team hasn't been able to solve this.

Driver that works = 31.0.101.4575

Driver that FAILS = 31.0.101.4502

IsaacQ_Intel · ‎09-18-2023

Hello @glpuck

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

In order to have a better understanding of your issue, please provide me with the following:

· Model of the dock station.

IGCC Report: Follow these steps to generate an Intel® Graphics Driver report for the Intel® Graphics Control Panel or the Intel® Graphics Command Center. Report for Intel® Graphics Drivers.

SSU: Please download and scan your system using our tool, Intel® System Support Utility so we can help check your system info first. Once finished downloading, open the tool, click on scan 'Everything', click next, then save the system information to a .txt file. Please provide the .txt file.

This document will be necessary to check your entire system, in order to find possible errors or incompatibilities.

Best regards,

Isaac Q.

Intel Customer Support Technician

glpuck · ‎09-18-2023

ThinkPad Universal USB-C Dock 4

Model: 40AY0090US

IsaacQ_Intel · ‎09-18-2023

Hello @glpuck

Thank you for your reply. We need the SSU and the IGCC report to continue with our investigation.

IGCC Report: Follow these steps to generate an Intel® Graphics Driver report for the Intel® Graphics Control Panel or the Intel® Graphics Command Center. Report for Intel® Graphics Drivers.

SSU: Please download and scan your system using our tool, Intel® System Support Utility so we can help check your system info first. Once finished downloading, open the tool, click on scan 'Everything', click next, then save the system information to a .txt file. Please provide the .txt file.

This document will be necessary to check your entire system, in order to find possible errors or incompatibilities.

Best regards,

Isaac Q.

Intel Customer Support Technician

glpuck · ‎09-18-2023

Hi Isaac,

I appreciate your response, but do I need to do this when the non-working driver "xx.4502" is being used or can I do it when the WORKING driver "xx.4575" is running?

BTW, what I don't understand is that Today the driver never changed, and my dual monitor has been working! Why the past (3) days it kept reverting back to xx.4502 and today it STOPPED; at least for now????

IsaacQ_Intel · ‎09-19-2023

Hello @glpuck

Thank you for your reply.

It's advisable to consider utilizing the most up-to-date driver, particularly the latest one provided by Intel in this context. Additionally, have you encountered a recurrence of the issue, or did the driver revert to the previous version? If so, can we conclude that the problem has been effectively addressed?

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎09-22-2023

Hello glpuck

We hope you are doing fine.

Were you able to check the previous post?

Can we conclude that the problem has been effectively addressed?

Let us know if you still need assistance.

Best regards,

Isaac Q.

Intel Customer Support Technician

glpuck · ‎09-23-2023

Hi Isaac,

I wanted to give it a few days before saying it is "addressed". Why I'm concerned is that I didn't do anything new that would've changed the situation that I was in for the previous 3 to 4 days. It all of a sudden STOPED reverting back to "xx.4502", and as long as it remains "xx.4575" then we know it works. So, my problem is resolved but is it FIXED...

However, I really appreciate you taking the time in responding to my cry for help!

Thanks again,

Gary

IsaacQ_Intel · ‎09-25-2023

Hello @glpuck

Thank you for your reply.

We understand your concerns, especially considering that there were no new actions taken, and the issue seemed to suddenly stop reverting back to "xx.4502."

To ensure that the problem is fully resolved and to gather more information, we kindly request you to give it a few more days and keep an eye on your computer's performance. If you notice any changes or encounter the issue again, please don't hesitate to reach out to us. Otherwise, let us know to close this thread if there are no more issues.

In case the problem comes back, we would appreciate it if you could provide us with the SSU (System Support Utility) and IGCC (Intel Graphics Command Center) reports. These reports can help us gain more insights into your system's configuration and might be valuable in diagnosing any potential underlying issues.

Your feedback and cooperation are highly appreciated, and we're here to assist you throughout this process. If you have any further questions or concerns, please feel free to reach out to us anytime.

Thank you once again for your understanding, and we look forward to resolving this matter for you.

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎09-28-2023

Hello glpuck

We hope you are doing fine.

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards.

Isaac Q.

Intel Customer Support Technician.