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Graphics Driver Installation Error

Thays
Beginner
1,449 Views

ENG

Found a problem with my graphics while trying to download the game: Palia.

My problem is this one: https://www.intel.com/content/www/us/en/support/articles/000056629/graphics.html

Can't solve it. 

Any help?

 

specs:

Device: HP Spectre 13-v100 Notebook PC - Intel(R) Core(TM) i7-7500U CPU @ 2.70GHz 2.90 GHz

RAM 8GB

---------------X

PT-BR

Encontrei um problema com meus gráficos ao tentar baixar o jogo: Palia.

 

Meu problema é este: https://www.intel.com/content/www/us/en/support/articles/000056629/graphics.html

Não consigo resolver.

Alguma ajuda?

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5 Replies
Alberto_R_Intel
Employee
1,418 Views

Thays, Thank you for posting in the Intel® Communities Support.


We will be more than glad to assist you with this matter. 


In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Just to make sure, the problem you are describing is related to downloading the drivers or downloading the game?

Is this a new computer?

Were you able to properly download and install the game/drivers on this specific machine before?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



Thays
Beginner
1,411 Views

Hi, Albert.

 

The problem is with downloading the drivers. 

Never installed any. Not a new computer. Never played this game. At home. No changes. 

Error says: I'm currently using version 27.20.100.8854, and the recommended version is 30.0.101.1340. I've attempted to download and Update the Intel® Graphics Driver to the latest version, but 

received this answer: "Graphics Driver Installation Error: "Your system has a driver that is locked to manufacturer specification."

tried solving this matter here: https://www.intel.com/content/www/us/en/support/articles/000056629/graphics.html

But my machine doesnt let me run the downloaded .exe file.

Attached, SSU report.

Any guidance on resolving this matter would be greatly appreciated.

 

Thays.

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Alberto_R_Intel
Employee
1,381 Views

Thays, Thank you very much for providing that information and the SSU report.


Based on the information shown in the SSU document, the graphics driver version currently installed on your computer is 24.20.100.6344.


For this scenario, it is important to mention that we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.


I looked on HP's website and actually, there are no graphics driver versions available for Windows* 10, only for Windows* 7 and 8, which indicates that HP did not validate Windows* 10 as fully supported by your computer:

https://support.hp.com/emea_africa-en/drivers/hp-spectre-xt-pro-ultrabook/5271157


I looked for a different version of your device, HP Spectre Notebook, and the driver version they have available for Windows* 10 is 20.19.15.5058 Rev.B. Please try a clean installation of that driver following the instructions in the links below:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Driver:

https://support.hp.com/us-en/drivers/swdetails/hp-spectre-x360-convertible-pc-series/model/7791778/swItemId/ob-223636-2


If you still cannot install that driver, then try a clean installation this time of Intel® graphics driver version 31.0.101.2125:

https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html?wapkw=7500u


We also suggest to get in contact directly with HP Support to confirm that the latest BIOS version is currently installed in your device or, if necessary, to gather the instructions on how to update it:

https://support.hp.com/us-en


Once you get the chance, please let us know the results.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
1,335 Views

Hello Thays, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
1,295 Views

Hello Thays, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.


Regards,

Albert R.


Intel Customer Support Technician


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