Graphic driver installation error

[Mario_Aguilera]

I already had Intel Iris XE updated at 32.0.101.6559, working perfectly, and I've never had problems with installing previous updates. But now, when I tested the last update (32.0.101.6732), I was following the steps of the installation process, such as: 'Uninstalling old drivers', then 'Install the new one', but when the installation was finalizing there was an error: 

Says 'system error code 343- The external backup provider is not recognized' 'Installer output code: 1'

I restart the pc several times but since the old drivers were uninstalled during installation, when I started my PC no longer recognize any controller. Even in the task manager my gpu no longer appears:

I tried to install the driver from the device manager but the same backup provider error appears:

In configuration and system, no graphic controller appears to me anymore.

Thanks to the GPU-Z application I only know that the driver version is 10.0.26100.1:

I guess it's too old and it's causing compatibility issues.

But then what can I do to get it back to normal and be able to install a compatible driver and then update it to the latest version?

[Earl_Intel]

Hi Mario_Aguilera,

Thank you for posting in the communities!

Thanks for contacting us and taking the time to address the problem you raised. 

For us to further troubleshoot the issue, try this:

1. Download Display Driver Uninstaller (DDU)< software and extract the file.
2. Open DDU ****.exe and run extract program.
3. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
4. Go to the DDU extract path and double-click the Display Driver Uninstaller.exe to open DDU.
5. Click Close in the Options window.
6. Select device type to GPU and select device to INTEL.
7. Click Clean and restart or Clean and Shutdown depending on your needs
8. Wait the software to finish the process and auto reboot Windows to the normal mode or shutdown.

After performing clean installation of the GPU drivers, try installing the latest driver version again: Intel® Arc™ & Iris® Xe Graphics - Windows*

Let me know if the issue will still persists.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi Mario_Aguilera,

Just wondering if you had a chance to look over the questions I posted. In order for me to decide the appropriate course of action to address this issue, kindly inform me as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician

[Mario_Aguilera]

Yes, I was able to perform the steps you pointed out to me, in fact if I had already used DDU but to "Avoid windows to automatically install drivers after cleaning", in any case none worked, I started windows in safe mode and from DDU I followed the steps you said:

In the image you can see the supposed version of the driver that I have. After I finished its process and restarted normal, I went to intel driver support assistant to install the newest driver, but before I went back to DDU and it appears exactly the same as the first time, with the same version of the driver:

So I don't know if the process was carried out correctly. Still I proceeded to install the new version, but after a while "installing" I got the same error again:

This time I was able to capture the installation details: It says there are problems with installing the "iigd_dch.inf" file. [Normal] installation failed, but the rest of the components say that they were installed correctly. But in the end only the same error message appears:

Also I already tried to decompress the .exe driver file to manually install the "iigd_dch.inf" however it did not help me either.

Maybe I could try again to make the installation clean this time, but I think that was what caused the problem the first time.

 

 

[Earl_Intel]

Hello Mario_Aguilera,

Thank you for trying out the clean installation I shared.

Since the issue still persist even after performing Display Driver Uninstaller, I will further investigate on this internally.

While waiting, kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have:

Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.

Best regards,

Earl E.

Intel Customer Support Technician

[Mario_Aguilera]

Here it is my system file, that I get from the tool.

[Earl_Intel]

Hi Mario_Aguilera,

Thank you for sharing the SSU logs.

I will further investigate on the SSU logs that you provided; I'll share an update on this thread as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hello Mario_Aguilera,

Thanks for patiently waiting.

To further troubleshoot the issue, try this:

• Install the graphics driver as administrator.

Another option follow these steps carefully:

• Go to Device Manager > Display Adapters > Right-Click and select Update Driver (Browse my computer for drivers).
• Choose Let me pick from a list of available drivers on my computer.
• Select Microsoft Basic Display Adapter and click NEXT.
• Once the Microsoft Basic Display Adapter successfully replaces the OEM driver, install the Intel® Graphics – Windows* DCH Drivers.
• Important: Leave the Execute Clean Installation unchecked while performing the installation.

Try downloading your OEM driver: Intel UHD/Iris Xe/Iris Plus Graphics Driver | Driver Details | Dell US

Let me know if there will be changes on the issue after performing the troubleshooting.

Best regards,

Earl E.

Intel Customer Support Technician

[Mario_Aguilera]

In fact, I already had Microsoft's basic display adapter applied, when I did the previous steps for the installations you gave me, this adapter has already replaced my OEM, but has not yet completed the installation of my updates.

  

[Earl_Intel]

Hi Mario_Aguilera,

Thank you for sharing this information with us.

I'll take a note on the steps you have taken and will further check on this internally.

I'll share an update on this thread as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician

[Mario_Aguilera]

Navigating to the default installation log directory: C: \ ProgramData \ Intel \ GFXInstaller \ IntelGFX.log. Found the following warning:

2025/04/23 14:52:40.656|WARN|Could not find parent process for gfx_win_101.6734 ||

But you still don't know what that means...

[Earl_Intel]

Hello Mario_Aguilera,

Thanks for sharing your findings with us.

Unfortunately, I was unable to replicate this issue despite my best efforts to do so internally.

Could you try doing a clean boot and attempt to install the graphics driver again, just for additional testing.

Let me know if there will be improvement on the issue after.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hello Mario_Aguilera,

I wanted to see if you had already attempted the suggestion I made in the last post.

Best regards,

Earl E.

Intel Customer Support Technician

[Mario_Aguilera]

Yes, I tried to install it after a clean boot but it didn't work, I get the same message at the end of the instalation tool, the system error 343.
So after a little research I found that I could run the SFC and DISM on cmd to try to repair damaged system files because I found in Windows Update all the previous updates stuck, with the same download or installation error code.

 

I ran this comands:
DISM /Online /Cleanup-Image /ScanHealth
DISM /Online /Cleanup-Image /RestoreHealth
And got this:

Also with the use of the DriverStoreExplorer tool clean old or reworn graphics drivers and then, even when the first command failed, I rebooted to re-treat the installation but it didn't work.

But with the error code that I got in Windows Update you think could bring some usefull information?

[Earl_Intel]

Hello Mario_Aguilera,

Thanks for trying out the troubleshooting we recommended.

I do appreciate your findings on this matter.

Rest assured that I will further check and investigate your findings and insight on this issue internally.

I'll share an update on this thread as soon as I can.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi Mario_Aguilera,

Thank you for patiently waiting.

Let try installing our latest graphics driver version: 32.0.101.6739.

1. Try installing the Inf File.
2. Right-click on the .exe of our latest driver then open it using 7Zip. Then Extract file on a folder.
3. Right-click the available graphics adapter Ex. Intel Intel Iris Xe Graphics.
4. Select Update driver.
5. Click Browse my computer for driver software.
6. Select the extracted file
7. Proceed installing.
8. Check the driver version after the installation.

Let me know if there will be improvement in the issue.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hello Mario_Aguilera,

Just wondering if you had a chance to look at the troubleshooting I provided on the previous post. In order to decide on the appropriate course of action to address this issue, kindly notify me as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician

[Mario_Aguilera]

I extracted the files from the driver to a folder, then from the device manager and updated graphic adapters, browsed to my extracted folder and chose the file.INF. But the same mistake comes out.

 

 

[Earl_Intel]

Hello Mario_Aguilera,

Thank you for trying out the troubleshooting we recommended.

Since the issue still persist, I will further look into this internally.

I'll provide an update on this thread as soon as I can.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi Mario_Aguilera,

I appreciate you patiently waiting on us.

We have a latest GPU driver version that was released on 5/2/2025, try performing the following again:

Here are the steps to follow.

• Install the graphics driver as administrator.

Another option follow these steps carefully:

• Go to Device Manager > Display Adapters > Right-Click and select Update Driver (Browse my computer for drivers).
• Choose Let me pick from a list of available drivers on my computer.
• Select Microsoft Basic Display Adapter and click NEXT.
• Once the Microsoft Basic Display Adapter successfully replaces the OEM driver, install the Intel® Graphics – Windows* DCH Drivers.
• Important: Leave the Execute Clean Installation unchecked while performing the installation.
• Make sure to download version: 32.0.101.6790 (WHQL Certified) on this link: Intel® Arc™ & Iris® Xe Graphics - Windows*

If ever the issue persists, kindly get the latest full log files for Intel Graphics Driver Installer from this link: How to Get Log Files for Intel® Graphics Driver Installer

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi Mario_Aguilera,

I wanted to check if you had the chance to try out the troubleshooting recommended on the previous post. Please let me know at your earliest convenience so that I can determine the best course of action to resolve this matter.

Best regards,

Earl E.

Intel Customer Support Technician