Graphics
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Graphics Update

Android
Beginner
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How do I report an issue I have found for an Intel update that was automatically downloaded through 'Windows 10 Update', but failed to install? The Intel update is listed as, " 9PLFNLNT3G5G-AppUp.IntelGraphicsExperience.", and it has failed to install repeatedly, yet the Intel Driver Assistant shows no updates available? Your assistance would be appreciated.

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12 Replies
Jocelyn_Intel
Employee
1,986 Views

Hello, @Android

 

Thank you for posting on the Intel® communities.  

 

I am sorry to hear what is happening with this driver update, I will gladly assist you here. 

 

Please, answer these questions to have a better perspective of this issue: 

 

  1. What is the error you are getting when you try to install it? 
  2. Does this issue happen on Laptop or Desktop computer? 
  3. What is the model of your Intel® Graphics? 
  4. Is there any chance you can attach a picture or screenshot of the error? 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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Android
Beginner
1,977 Views

Hi Jocelyn,

I am using a desktop computer, Intel HD Graphics 530, version 31.0.101.2115. The update failure appears on my 'Security and Maintenance' display, under the 'Reliability; drop down, (see Screen Shots below), and appears after a Windows 10 automatic update download and attempt to install. As I wrote earlier, going to the "Intel Driver and Support Assistant' gives no updates pending and all current updates installed.

I appreciate your help. Thanks.

Intel Failed Update-1.png

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Android
Beginner
1,954 Views

Would like to add a snip of the properties descriptor of this failed update installation *see below)

Andy (Android)

Intel Failed Update-3.png

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Jocelyn_Intel
Employee
1,917 Views

Hello, @Android

 

Thank you for all the information provided. 

 

Please, run this utility and attach the report so we can investigate further: 

 

Intel® System Support Utility for Windows. 

Note: Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file. 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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Android
Beginner
1,910 Views

Hi Jocelyn,

 

Thank you for the follow up. I completed the scan as directed, and have attached the results from the scan.

Hope this helps. 

 

Thanks again

Andy (Android)

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Jocelyn_Intel
Employee
1,890 Views

Hello, @Android

 

Thank you for the report provided. 

 

We will proceed to investigate further, as soon as I have updates, I post them here. 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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Jocelyn_Intel
Employee
1,860 Views

Hello, @Android

 

Thank you for your time. 

 

We checked your report, however, we didn't find anything unusual regarding your Intel® Graphics, this seems to be a Windows failure. 

 

Is this causing you issues with your apps, display, or any other graphics issues? 

 

If not, then we recommend you to contact Microsoft Support for assistance. 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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Android
Beginner
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Hi Jocelyn,

 

I have not had any problems with my graphics display, but then, if the update from Intel was supposed to do something different for my graphics, how can I discern if this update would have been an improvement over the existing program experience, or not, as the update failed to install? In any event, I thank you for your time and expertise in examining this issue, though it remains unresolved.

Microsoft Support referred me to you, or to Intel Support for assistance with this issue. As it was explained, it was an update supplied by a vendor which they only provided via the Windows update, as it was listed as applicable for my PC's OS. They have no control of whether the update will work or not.

Thanks again.

Andy (Android)

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Jocelyn_Intel
Employee
1,839 Views

Hello, @Android

 

Thank you for your response. 

 

We comprehend your concern, however, as indicated before, we didn't find anything wrong with your Intel Graphics and there are no issues with it as per your confirmation. 

 

The only Graphics driver update we are aware of and that Intel provides for your Intel® Graphics is the Intel® 6th-10th Gen Processor Graphics for Windows (update you already have installed), anything aside from that, is not provided by Intel. 

 

Once again, we understand your concern, but this is the only information we work with and we don't have records or information of any other updates not provided by us. For this reason, we recommended you to contact Microsoft for further assistance as this update you have concerns with was provided by them. 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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Android
Beginner
1,820 Views

HI Jocelyn,

I posted a new question to Microsoft Support Community regarding this issue, and it came back with this reply, "This is a Store app update for the Intel Graphics Command center. What happens is, if the new version fixes the error would be fixed but the error would be logged in Microsoft Store." Skipping my confusion in the understanding of what error led to the update, as the only error seen was a failed update installation, I just want to let you know that the problem was a direct problem from Microsoft Stores Updates, even though it was listed as provided by Intel, as an Intel update; which it very well may be as the 'Microsoft Store's Update' log, shows it as provided by Intel.

Again, I wish to say thank you for your time and effort with this issue, and my appreciation in you affirming that my Intel products are all up to date, and performing issue free.

Thanks again,

Andy (Android)

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Android
Beginner
1,803 Views

Jocelyn,

An additional response was sent explaining more clearly the error being fixed. but the maintenance record only confirms the failed update, yet the Microsoft Store log showing the Intel Graphics Command Center as being 'Modified' (updated).

 

"Here is something more explaining the scenario:

1. Intel releases an update that fails to install on your computer.
2. Maintenance logs it as failed.
3. Intel detects the error and pushes a new version with the fix.
4. It installs successfully, and Store shows "modified"(fancyname for update)

The log generated at step 2 remains."

So, the update seems to be an Intel directed update, and was corrected with a 'fixed' update, and was recorded as such in the Microsoft Store log, but was not reflected on the Security and Maintenance log.

I understand the earlier explanation better now, as I was a bit confused of what was meant. <aybe this helps you too.

 

thanks,

Andy (Android)

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Jocelyn_Intel
Employee
1,764 Views

Hello, @Android

 

Thank you for your response and the information provided. 

 

I'm glad to see that you can understand the issue now and Microsoft Team gave the proper assistance, in this case, we will proceed to close the thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.  

 

Have a nice day. 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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