Driver corrupts after Windows Update

[JohnK1960]

After every Windows update, on reboot the computer goes to blue screen and asks for bit locker recovery key.  I input this, after which it tries to recover, but it doesn't, and asks for bit locker revery key again, undoes the install and then after reboot, it corrupts the Intel Iris Xe Graphics file under Display Adapters.  I have to delete this file and reinstall new file so it will allow my two external displays to work again.  I have a Lenover E14 Gen 2 laptop.  Any ideas?  This has been going on for almost 2 years so wondering if any critical updates are not being update.

[DuranJ_Intel]

Hi JohnK1960,

Thank you for reaching out regarding this matter. To better diagnose the issue, kindly provide the following:

1. Have you encountered an error message or yellow bang in your Device Manager? (Please share a screenshot if the error is available)
2. Have you tried using the Display Driver Uninstaller (DDU) in Safe Mode to fully remove the existing graphics driver before reinstalling or updating to the latest one?
3. What other troubleshooting steps have you tried to resolve the issue?
4. Please provide a complete system scan using the Intel® System Support Utility for Windows*. After completing the scan, save the results file and attach it to your response.

Thank you, and I look forward to your response.

Best Regards,

Duran J.

Intel Customer Support Technician

[JohnK1960]

Hi Duran

Thanks for responding and apologies for my late response.  The error only occurs after a system update, so I havent been able to replicate for you, but I can explain / show you what happens.

1. I run the system update.
2. After the reboot, it goes to blue screen and asks me to input the bit locker recovery key. 
3. I do this and on reboot, it tries to restart, but it cant instal or restart properly, so it asks for bitlocker key again.
4. It then undoes the instal and shuts down.  
5. On reboot, only my laptop screen will work and my two external screens do not work anymore.  These are connected by a Lenovo Thinkpad Thunderbolt.
6. I then go Into Device Manager and under the display driver, the file highlighted below, has a yellow triangle next to it (not shown here).

1. I then go into the file below and use the uninstal button below.

8. I then instal a new file that I get from the either Intel or Lenovo support pages (I have tried both).

9. I then reboot and system is back to normal.

I have attached the scan file as you requested.

Please let me know if I can help any further.

Regards

John

[DuranJ_Intel]

Hi JohnK1960,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Hoping to receive your response at your convenience.

Best Regards,

Duran J.

Intel Customer Support Technician

[DuranJ_Intel]

Hi JohnK1960,

Thank you for providing the necessary information.

After checking the SSU logs you submitted, I noticed that the Intel Graphics driver currently installed on your system is version 32.0.101.7085. Have you already tried downloading the latest driver version 32.0.101.7088, only to find that Windows Update rolled it back to 7085?

In the meantime, would you be able to perform a clean graphics driver installation using the Display Driver Uninstaller (DDU) tool in Safe Mode? This is important as it ensures that all remnants of any corrupted driver files are completely removed before reinstalling.

After running DDU, you may try installing the latest Intel Iris Xe Graphics driver directly from the Lenovo Support Page as OEM drivers are specifically optimized for your system configuration. Please also make sure to check and install all pending Windows Updates.

If the issue still persists, please take a screenshot of your Device Manager, specifically under the General tab of the affected display adapter. It is important to identify the exact error code displayed.

• Right-click on Start → Select Device Manager
• Expand Display Adapters
• Right-click on your adapter → Select Properties
• Navigate to the General Tab and take a screenshot

Looking forward to your update!

Best Regards,

Duran J.

Intel Customer Support Technician