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Graphics driver stops laptop from working

RoyB
Beginner
1,643 Views

New Lenevo Yoga slim came with Intel Iris XE Graphics 27.20.100.9126 driver. It causes screen to black out. Installed Microsoft Basic driver, and that solves the problem. But I have no brightness control, and each time there is an update it reinstalls the intel driver and lap top dies. I have to do a Restore to get it working again. Is there an Intel graphics driver that works, or am I stuck  with the Microsoft version?

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Alberto_Sykes
Employee
1,622 Views

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


In reference to this scenario, just to let you know, the Microsoft Basic driver does not include all the features that the Graphics driver has, that is why the option for brightness control is not working or it is not available.


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. 


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

What is the specific model of the laptop?

Is this a new computer?

Was it working fine before?

Did you make any recent hardware/software changes?

Which Windows* version are you using?

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

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


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RoyB
Beginner
1,621 Views

Thanks for the reply

Yoga Slim 7-14ITL05 Laptop (ideapad) - Type 82A3

Windows 10 64 Bit

Lap top bought new 3 weeks ago, with Windows and office loaded

Problem started immediately before anything was loaded.

I have not done this before, can walk me through it please?

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RoyB
Beginner
1,617 Views

Ok, I worked it. Attached SSU

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Alberto_Sykes
Employee
1,604 Views

RoyB, You are very welcome, thank you very much for providing that information and the SSU report.


I looked in Lenovo's web site and the latest Graphics driver they have available in there is version 27.20.100.8783, please try a clean installation of that driver following the instructions in the links below, that should be the proper driver for your system

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/yoga-series/yoga-slim-7-14itl05/downloads/driver-list/component?name=Display%20and%20Video%20Graphics

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


If the problem persists after that, then we can try a clean installation once again this time of the Intel® Generic Graphics driver version 27.20.100.9168:

https://downloadcenter.intel.com/download/30148/Intel-Graphics-Windows-10-DCH-Drivers


Just to let you know, since this is a brand new laptop, if the issue remains after installing the Graphics drivers above, then we suggest to get in contact directly with Lenovo or with the place of purchase, for them to verify for example if a BIOS update is needed, if a physical inspection is required and if a replacement of the device is necessary, most of the times they have a 30-day warranty from the date of purchase, so to contact them directly will be the next thing to do:

https://support.lenovo.com/us/en/


Regards,

Albert R.


Intel Customer Support Technician


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RoyB
Beginner
1,600 Views

Hi Albert

Thanks for your reply. I did all the things you mentioned and also  tried some older Intel graphics drivers. Nothing works. They install but then as soon it restarts computer goes off and wont restart until I do diagnostics and system restore.  Something else must be wrong. Help!

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Alberto_Sykes
Employee
1,583 Views

Hi RoyB, You are very welcome, thank you very much for providing that information.


We are sorry to hear the issue persists after installing the older drivers, we will do further research on this matter and as soon as I get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_Sykes
Employee
1,574 Views

Hello RoyB, I just received an update on this matter.


After reviewing the case, at this point, since after installing the Intel® Graphics driver the problem remains, what we suggest will be to run the Intel® Processor Diagnostic Tool to rule out a possible hardware problem with the Intel® Processor and its graphics portion:

https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool


Since the computer is new, then what we recommend will be to get in contact directly with the manufacturer of the laptop for a physical inspection of the unit or for warranty purposes:

https://support.lenovo.com/us/en/


Regards,

Albert R.


Intel Customer Support Technician


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