Re:Driver update issues

Laur091 · ‎12-01-2023

Graphics Driver 31.0.101.2125 for 7th-10th Gen and Wireless Bluetooth® version 22.250.0 Driver installed and Youtube won"t play back, and Amazon graphic are cutting up.

Also shows a system error

I would like to uninstall offending drivers or get them fixed. Please advise

Laurie

IsaacQ_Intel · ‎12-04-2023

Hello @Laur091

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:

1. Can you provide additional details about the specific error message you are encountering, including any error codes or messages displayed on the system? Please provide us with the EVEN ID logs.

2. Have you noticed any other applications or functions being affected by the graphics and Bluetooth driver issues, or is it primarily impacting YouTube playback and Amazon graphics?

3. Did the problems with YouTube playback and Amazon graphics start immediately after installing the Graphics Driver 31.0.101.2125 and Wireless Bluetooth® version 22.250.0 Driver, or did they occur later?

4. Have you attempted any troubleshooting steps on your own, such as updating the drivers, rolling back to previous versions, or checking for compatibility issues with your operating system?

5. Are there any recent software updates, system changes, or hardware modifications that coincide with the onset of these driver-related issues?

To generate these logs, please follow the steps listed below:

1. Open "Event Viewer" by clicking the "Start" button

2. Click "Windows Administrative Tools" > "Event Viewer"

3. Click to expand "Windows Logs" in the left pane, and then select "Application".

4. Click the "Action" menu and select "Save All Events As".

5. Name the file "eventviewer.evtx" and click the "Save" button.

6. Click the "OK" button if you see a "Display Information" dialog.

7. You're done! Please attach the file to the comment.

Also please provide us with the SSU report. 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

Laur091 · ‎12-09-2023

Hi Isaac,

no error messages. some other commercial sites break up at times. Yes the problems started immediately after update. The error message on the bluetooth went away. I think I may have downloaded it again, BUT the problems continue. NOW, I am having problems with Audible books program; the books continually stop and start playing every couple of minutes. Haven't contacted Audible yet to see if there is a relationship.

Have you attempted any troubleshooting steps on your own, such as updating the drivers, rolling back to previous versions, or checking for compatibility issues with your operating system?

I wish I knew how to rollback previous versions and dont know how to check compatibltily.

5. Are there any recent software updates, system changes, or hardware modifications that coincide with the onset of these driver-related issues?

I have set a moratorium on Microsoft initiating any updates

Saved eventviewer.evtx but as you can see it won't attach. sending a print screen

I saved scanned file. It is in program files but I can't pull it up AND I cant send it submit it through the scan program as it won't connect to INTEL.

I guess I'm at the end of the line, unless Intel can do remote access to my computer, OR you can tell me how to undo these updates, like a system restore or something.

Laur091 · ‎12-09-2023

here is a word version of the file in programs

IsaacQ_Intel · ‎12-07-2023

Hello Laur091,

We hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎12-11-2023

Hello @Laur091

Thank you for supplying the requested information. We have observed that the Event ID logs are missing. Despite this, we will proceed with troubleshooting steps.

Regarding the graphics issue you're experiencing, our analysis of the SSU file reveals that your system is currently using the Intel(R) HD Graphics 630 - 31.0.101.2125 driver from Intel. However, it's important to note that your computer is the Acer Aspire TC-780. It's worth emphasizing that Intel® offers generic versions of software and drivers, while computer manufacturers (OEMs) like Acer may have made specific alterations, customizations, or other modifications to the hardware.

To ensure optimal compatibility and performance, we strongly recommend installing the drivers provided by Acer for your specific model. Using non-customized drivers may lead to potential issues due to discrepancies between generic drivers and the unique features of your Acer Aspire TC-780.

For this, we suggest trying the following troubleshooting steps:

· Clean Installation of the OEM latest driver: 21.20.16.4526.

If the issue persists, try this:

· Try Clean Installation/Use the Display Driver Uninstaller to Uninstall an Intel® Graphics Driver. Once you run the tool, you should install the latest driver: 31.0.101.2115 / 31.0.101.2125/Or a version prior to the latest: 31.0.101.2121.

If the issue is related to Wireless, please update your driver in the same way by following these steps:

· Clean Install the latest Wireless driver from Intel: 23.10.0/ OEM: 19.51.0.4

Please let us know once you completed all the updates.

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎12-14-2023

Hello Laur091,

We hope you are doing fine.

Were you able to check the previous post?

Please update your graphics and wireless drivers according to the instructions, and reply with the outcome.

Let us know if you still need assistance.

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎12-19-2023

Hello Laur091,

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.