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Graphics glitching with update Intel Corporation - Extension - 30.0.101.1404

rgledhill
Novice
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I am a regular Steam user and have been playing Transport Fever (old, but classic).  My laptop is an Acer Aspire A515-56, running Windows 11 Home 10.0.26100, which I think is 24H2. It has the Intel Iris Xe Graphics system.

Initially, using the original Acer graphics drivers, the game was unplayable as it kept glitching and then after several minutes, the system would hang.

I installed the complete Intel driver pack gfx_win_101.6449_101.6256.exe using the Clean option, and all was well.  (It looks from System Information that the driver is 32.0.101.6449.)

However, Windows now insists on installing 30.0.101.1404 as a Windows Update, and as soon as this happens, the glitching and crashing happens again.  When I reinstall the driver pack above, it's fine again.

Intel, could you investigate this?  I have all options set at defaults.

Also, how can I prevent Windows forcing the faulty driver "update"?

Many thanks.

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rgledhill
Novice
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In case anyone else lands here on this thread, it's looking like a later Windows Update of the Intel software to 30.0.101.1404 seems to have stabilised things. I've also disabled Windows Updates installing automatic updates to third-party drivers, using this as a guideline (some of the instructions are a bit out of date):

 

- Disable using Control Panel

------------------------------------------

Search and open Control Panel in Windows search box

Navigate to System and Security ] System

Click on System info under Related settings, then click Advanced system settings in the left panel.

Under Device installation settings box, select No (your device might not work as expected) option, then click on Save Changes

Restart you PC for changes to apply effect

 

Many thanks to @RobbieR_Intel for supporting me directly with this problem!

Richard

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RobbieR_Intel
Moderator
670 Views

Hello rgledhill,

 

Thank you for reaching out and sharing information about the issue. I understand how frustrating the issue you're encountering must be and I'm here to assist.

 

Kindly answer the following questions:


  • When reinstalling the driver pack, do you perform Clean Installation?
  • Have you tried using different version of the Intel Graphics Driver?


Please generate an SSU report to help me further analyze important details on your system. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

 

I look forward to your response!

 

Best Regards,

 

Robbie R.

Intel Customer Support Technician


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rgledhill
Novice
642 Views

Hi Robbie,

 

Thank you for coming back to me.  I supplied answers to those questions in my original post, if you could go back and have a look.

Please find attached the SSU logs for just after the glitching driver (30.0.101.1404) has caused the game to crash, with the glitches continuing while using Windows afterwards.

I have also attached an SSU log for after manually CLEAN installing the Intel driver 32.0.101.6449, which allows the game to work - until Windows decides to "update" it back to the faulty 30.0.101.1404.

Why is Windows forcing the "update" back to 30.0.101.1404 which is older and faulty?

Thanks,

Richard

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rgledhill
Novice
590 Views

Hello @RobbieR_Intel ,

Any news on this please? Windows Update is continuing to force through the old, faulty drivers, so I'm having to reinstall the new ones every few days!

Intel needs to ensure that the right information is provided to Microsoft to prevent them doing this update please...

Thanks,

Richard

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RobbieR_Intel
Moderator
552 Views

Hello rgledhill,

 

Thank you for providing the necessary information and for providing your SSU Logs. I understand how frustrating it can be to repeatedly reinstall drivers due to Windows Update reverting to an older, problematic version.

 

With that being said, I will now further investigate the issue. I will get back to you once I have come up with a resolution.

 

Thank you for your patience and understanding.

 

Best Regards,

 

Robbie R.

Intel Customer Support Technician


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RobbieR_Intel
Moderator
534 Views

Hello rgledhill,


Thank you for patiently waiting. Since your Windows Update keeps on rolling back, I would like you to try the following steps:


First, try installing the latest graphics driver version over the version Windows* update installed. Make sure you do not uninstall the version Windows* Update previously installed.


Notes

Before starting the process, make sure that the operating system version is an official release, not a Microsoft Insider program build.

This procedure will need to be followed again after a major Windows OS installation; for example, when upgrading from Windows 11 21H2 to 22H2.


Temporarily disable Windows Updates:


Open Settings.

Click Update & Security.

Click Windows Update.

Click Advanced options button.

Under the Pause updates section, use the drop-down menu to select how long to disable updates.


In case the workaround above does not work, you can manually install the graphics driver using the following steps:

  1. Download the appropriate driver for your system from the appropriate link below:
  1. Click the Download button to download the .exe file.
  2. Run the downloaded .exe.
  3. During the installation process, when you reach the Install stage, click the Customize button.
  4. Make sure not to enable the Execute a clean installation check box.
  5. After finishing the driver installation, click the Optional reboot button.


Note

Windows* automatic updates may contain important security updates or important stability improvements. Disabling automatic updates will not install these updates.


If the issue persists, kindly let me know.


Best Regards,


Robbie R.

Intel Customer Support Technician



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rgledhill
Novice
497 Views

Hello Robbie,

Thank you for the suggestions. Here's my reply to each part:

- Install the latest graphics driver over the Windows Update driver: as I explained, the problem is that when I do this, Windows Update overwrites it with the older version after a day or two. In any case, it's not possible to uninstall the Windows Update driver.

- OS official release: yes, I'm using the latest standard Microsoft Windows build, not an insider build. All updates are installed, aside from the "early access" ones.

- Temporarily disable Windows Updates: this is not a sensible solution, as firstly I will miss out on important updates (as you also say in your message), but it means that as soon as Windows Updates become re-enabled, the problem will recur.

- Install the latest graphics driver with "clean install" not ticked: I have tried both "clean" and not "clean" options, and have the same problem.

Please could you liaise with Microsoft and provide them correct information, so that Windows Update does not overwrite the correct version with an older version, as this is the correct solution.

Thank you,

Richard

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JeanetteC_Intel
Moderator
403 Views

Hello rgledhill,


Good day.


Thank you for sharing this information with us. We'll proceed check this issue internally and I will post an update once it's available. 



Best regards,

JeanetteC.

Intel® Customer Support Technician


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rgledhill
Novice
335 Views

Thank you @JeanetteC_Intel , I appreciate it.

Richard

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RobbieR_Intel
Moderator
192 Views

Hello rgledhill,

 

Thank you for patiently waiting. I have sent you an Email, kindly check your inbox as we will continue further support there.

 

Best Regards,

 

Robbie R.

Intel Customer Support Technician


0 Kudos
rgledhill
Novice
88 Views

In case anyone else lands here on this thread, it's looking like a later Windows Update of the Intel software to 30.0.101.1404 seems to have stabilised things. I've also disabled Windows Updates installing automatic updates to third-party drivers, using this as a guideline (some of the instructions are a bit out of date):

 

- Disable using Control Panel

------------------------------------------

Search and open Control Panel in Windows search box

Navigate to System and Security ] System

Click on System info under Related settings, then click Advanced system settings in the left panel.

Under Device installation settings box, select No (your device might not work as expected) option, then click on Save Changes

Restart you PC for changes to apply effect

 

Many thanks to @RobbieR_Intel for supporting me directly with this problem!

Richard

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