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).

JohnK1960_0-1786421521013.png

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

JohnK1960_1-1786421521014.png

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

[JohnK1960]

Hi Duran

Further to my last response and troubleshooting steps, it appears they did not work as I had another Microsoft update come throgh and it came up with the bitlocker recovery key error again.  I have taken pictures of the various screens again and attached as a pdf for you.  Looking forward to your response.

Regards

John

[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

[JohnK1960]

Hi Duran

Thanks again for your ongoing support.  I appreciate it.  I followed your instructions above and it didn't seem to update to the new driver as expected as it seemed to just do a reinstall automatically to the older driver upon reboots, but I did a few things and finally managed to get it to update to the new driver version.  I have attached a pdf that details the steps I followed so it gives you a history of where I got to.  The big test will be when the next Microsoft update comes along, so I don't consider the issue resolved yet until it passes that test.  So for now, its a wait and see and I will get back in touch once the next update comes along.  Thanks again and stay safe!

Regards

John

[DuranJ_Intel]

Hi John,

Thank you so much for getting back and for taking the time to document everything so thoroughly with the attached screenshots.

Please rest assured that I will be reviewing your case further in detail so that I can get a better understanding of what is happening and determine the best course of action moving forward.

I will make sure to get back to you as soon as I have an update.

Thank you, and talk soon!

Best Regards,

Duran J.

Intel Customer Support Technician

[DuranJ_Intel]

Hi John,

After further investigation, it looks like the issue is tied to an OS update servicing problem that may have caused your graphics driver to become damaged or rolled back during a failed update process.

To further isolate, please let me know the results of the following:

Step 1 – Run System File Checker (SFC). The SFC tool scans Windows system files and repairs any detected corruption.

1. Right-click the Start button.
2. Select Command Prompt (Admin).
3. Enter the command: sfc /scannow
4. Press Enter and allow the scan to complete. This may take several minutes.
5. Once finished, note the result displayed (for example, whether corruption was found and repaired).
6. Restart the system after the scan completes.

• If SFC reports issues that it cannot fix, please run the following command and then rerun SFC: DISM /Online /Cleanup-Image /RestoreHealth
• After DISM completes successfully, run: sfc /scannow

Step 2 – Reset Windows (Keep My Files)

• If the issue continues after the SFC and DISM scans, a Windows reset can help repair the operating system while keeping personal files.
• Important: Although the "Keep my files" option preserves personal data, we strongly recommend backing up all important files before proceeding.

Steps:

1. Open Settings.
2. Navigate to: System → Recovery
3. Under Recovery options, click Reset PC.
4. Select: Keep my files
5. Choose one of the following: Local reinstall or Cloud download (recommended if you have a stable internet connection)
6. Review the options and click Next.
7. Click Reset and allow Windows to complete the process.

Once the steps above are followed, make sure to install all Windows updates and the latest Lenovo drivers. Additionally, given that these recommendations and findings rely mostly on the OS provider's and OEM side, it is best to seek assistance from Microsoft Support and Lenovo Support.

Please report back with your results once done. Thank you.

Best Regards,

Duran J.

Intel Customer Support Technician