Error "Driver Power State Failure" after installing driver for UHD750

[KimiNguyen]

Hi,
I am now using Asrock Z590 Phantom Gaming -ITX/TB4 with Intel i5 11500.
After ínstalling Windows 10, I have to install drivers, most of drivers are good except Intel Graphics UHD750.
After installing driver for graphics, restarting PC and it stuck "Restarting" in 10-15 minutes then occur error "Driver Power State Failure". PC auto restart then I login PC but the PC run very slowly, no wireless, no LAN... until I uninstall graphics driver for UHD750.
I also update newest driver for graphics as well bios of mainboard

[Stefan3D]

Find a matching crash dump at

c:\Windows\LiveKernelReports\
c:\Windows\Minidump\

and keep it handy just in case an Intel developer wants to debug it.

If you want to debug it yourself, check out:

https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/bug-check-0x9f--driver-power-stat...

[KimiNguyen]

Dear Stefan3D,

What can I do to fix this ?

[Stefan3D]

Those seven tips from Microsoft did not help?

[KimiNguyen]

Dear Stefan3D,

I saw the link you send but I am only user, I don't understand and don't know how to do. Anyway, thanks for your help

[Stefan3D]

Did you even scroll down to the bottom? Anyway i copy and paste the content:

If you are not equipped to debug this problem using the techniques described above, you can use some basic troubleshooting techniques.

• If new device drivers or system services have been added recently, try removing or updating them. Try to determine what changed in the system that caused the new bug check code to appear.

• Look in Device Manager to see if any devices are marked with the exclamation point (!). Review the events log displayed in driver properties for any faulting driver. Try updating the related driver.

• Check the System Log in Event Viewer for additional error messages that might help pinpoint the device or driver that is causing the error. For more information, see Open Event Viewer. Look for critical errors in the system log that occurred in the same time window as the blue screen.

• To try and isolate the cause, temporally disable power save using control panel, power options. Some driver issues are related to the various states of system hibernation and the suspending and resumption of power.

• If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available.

• You can try running the hardware diagnostics supplied by the system manufacturer.

• Check with the manufacturer to see if an updated system ACPI/BIOS or other firmware is available.

[KimiNguyen]

Dear Stefan3D,

As I mentioned above, I have updated newest Bios of motherboard (ver 1.20) and also installed most of drivers (they worked geat). The problem occured when I installed Intel graphic's drivers (UHD750), after installed it, there were no wireless, no LAN, PC run very slowly, I can't open apps (Adobe, Office...). PC will work and run good if I remove Intel graphic's driver or disable it.
I have also download newest driver from website of Intel or update in Settings

[AndrewG_Intel]

Hello @KimiNguyen

Thank you for posting on the Intel® communities.

In order to check this further, could you please provide the following information?

1- Is this a new system? Is the issue happening since the very first day that you have the computer or did it work fine before at any time?

2- When you installed Windows, did you perform a clean/fresh install? Did you wipe the hard disk/drive?

3- Have you tested using minimal display configuration? For instance, using only 1 monitor connected to the onboard video port using a straight-through connection (e.g. HDMI-to-HDMI) with a single cable.

4- Have you tested with different cables and/or different video ports on the computer?

5- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

• Download the Intel® SSU and save the application on your computer
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
• To save your scan, click Next and click Save.
• Once you have saved the file (.txt file), please attach it to your reply.
• To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Best regards,

Andrew G.

Intel Customer Support Technician

[KimiNguyen]

Dear AndrewG_Intel,

1. It is new system, it occur since first day after I installed fresh Win 10

2. I installed new Win 10 on ssd after format it. I did it 3-4 times but the errors still happening.

3. I used only 1 monitor (Dell P2715Q) by HDMI port, the cable is good and support 4k@60hz

4. Still the same when I changed into other cables

[AndrewG_Intel]

Hello KimiNguyen

Thank you very much for your response.

Unfortunately, it seems that we are missing the Intel® SSU report requested in our previous post.

Please download and run the Intel® System Support Utility (Intel® SSU) to gather more details about the system in order to check environment details. Please follow these steps:

• Download the Intel® SSU and save the application on your computer
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
• To save your scan, click Next and click Save.
• Once you have saved the file (.txt file), please attach it to your reply here in the thread.
• To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Best regards,

Andrew G.

Intel Customer Support Technician

[KimiNguyen]

Dear AndrewG_Intel

I send to you file attachment

[AndrewG_Intel]

Hello KimiNguyen

Thank you very much for your response.

Based on the Intel® SSU report, we noticed the system was running the latest Intel® generic driver "27.20.100.9466". In this case, we would like to recommend the following steps to address this behavior:

A- Check the Blue Screen of Death (BSOD) error message on Microsoft's website for common recommendations and steps.

• Refer to: Troubleshoot blue screen errors*.

B- Try loading BIOS defaults. You may want to take note of any special BIOS settings before trying this. For proper assistance, we recommend contacting your motherboard manufacturer (OEM) ASRock* Support for proper assistance and considerations before trying this.

C- Check for Windows* updates:

• Click the Windows Start button. 
• Click the search and type "Windows updates" and click on that option.
• Select Check for Updates and ensure you have the latest Windows* version

D- Make sure all other basic drivers/software for your motherboard are properly installed. For instance, the chipset software (.inf files). We recommend checking this with your OEM.

E- Try a Clean Installation of Intel® Graphics Driver using the customized driver provided by your OEM. Please follow these steps:

1- Download the latest ASRock* driver from this link and save the file on the computer: VGA driver ver:27.20.100.9127.

2- Disconnect from the internet to make sure the driver will not be automatically updated by Windows.

3- Right-click the Windows Start button. Select Device Manager.

4- Expand the section Display adapters and look for the Intel Graphics entry in Device Manager.

5- Right-click on Intel Graphics and click Uninstall.

6- In the device removal dialog box, check Delete the driver software for this device and click OK.

7- Restart the computer after the uninstallation is complete.

8- Open Device Manager once more.

9- Very Important: Expand the Display Adapter section again:

• If the graphics entry still displays Intel® UHD Graphics 750 or similar, repeat steps 5-7.
• If the graphics entry displays Microsoft Basic Display Adapter, run the previously downloaded .exe file to install the driver.

10- Reboot the computer when prompted.

If the issue persists, you can repeat the process using the latest Intel® generic driver (.exe file) from this link: 

Driver for Intel® UHD Graphics 750 Version: 27.20.100.9466 (Latest).

F- If the behavior persists, test by disabling Windows and the Display going to Sleep Mode.

You may also test by changing the Advance Power Settings:

1. Navigate to Control Panel, Hardware and Sound and Power Options.
2. Select "Change power settings" next to the active power plan.
3. Select "Change advanced power settings" text link.
4. Select "Change settings that are currently unavailable".
5. Find "Intel Graphics Settings" and set it to Maximum performance.

G- Also, please run the Intel® Processor Diagnostic Tool to verify that both the processor and the GPU (Graphics Processing Unite) are fine. To save the report, once the test is done, click on "File >> View Results File" and attach the .txt file to your reply.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello KimiNguyen

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[KimiNguyen]

Dear AndrewG_Intel,

Thank you for your information. I did everything as you mentioned but nothing change, can't install driver of UHD750.

Kimi

[AndrewG_Intel]

Hello KimiNguyen

Thank you for your response.

Could you please elaborate more and provide more details when you say "can't install driver of UHD750"? For instance, do you mean the issue and error message persists after testing with the drivers and clean install steps? Or do you mean you are not able to install the ASRock* OEM driver?

Also, were you able to run the Intel® Processor Diagnostic Tool? What was the result? Did it pass? Feel free to share the report of the tool and a new Intel® SSU file.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello KimiNguyen

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[KimiNguyen]

Dear AndrewG_Intel,

I am thank you for your kindness but I am very disappointed with this error, now I am searching to buy GPU for using.

Thanks

Kimi

[AndrewG_Intel]

Hello KimiNguyen

Thank you for your response and we understand your point and we apologize for the inconvenience.

As an additional suggestion and considering you have already tested with OEM and Intel® generic drivers, and Windows® clean installs, we recommend also checking this further with your OEM ASRock* Support for additional assistance.

For any other inquiries, please don't hesitate to contact us back. We have also additional channels of support available (chat and phone). Here is the "Contact us link". Please make sure to select your country or region, to contact us within your local business Support hours, and to make reference to this thread.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello KimiNguyen

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored. It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician