INTEL IRIS XE GRAPHICS

[Monica08]

Hi, I am using AutoCAD 2020 in my newly bought Aspire5 laptop and within 1 hr it crashes twice already. 

Should I update my graphics card to solve the problem or lower the version of the AutoCAD i am using?

current version of graphics card is 27.20.100.8439

Thank you for someone who will be answering 🙂 

[DeividA_Intel]

Hello Monica08,

Thank you for posting on the Intel® communities.   

In order to better assist you, please provide the following:  

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  

· Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html  

· Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  

· To save your scan, click Next and click Save.  

2. Was the app working before with your Aspire 5?

3. Have you checked with the laptop manufacturer about this issue?

4. Have you checked with the app developer about requirements and instructions?

5. Have you received an error code after the crashes? If so, can take a picture?

Regards,  

Deivid A.  

Intel Customer Support Technician  

[Monica08]

Hello Deivid A.,

Thank you for answering my inquiry, 

For the additional details here it is,

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system. 

I have attached the file, please see below.

2. Was the app working before with your Aspire 5?

Yes, it is working but after 10 - 15 minutes of continuously using it, it crashes. First I thought it was just a one-time error but when it happened again, I was here asking for solutions.

3. Have you checked with the laptop manufacturer about this issue?

I didn't know I should check with the laptop manufacturer for this issue because the app developer says it is about the graphics card.

4. Have you checked with the app developer about requirements and instructions?

Yes, as I was saying, the app developer pointed out that it is was about the graphics card. I took a screen shot of it, please see below again.

5. Have you received an error code after the crashes? If so, can take a picture?

Yes, I received an error code, I attached it here.

Again, thank you so much for answering my inquiry, I hope you can help me with this matter.

Regards,

[DeividA_Intel · Accepted solution]

Hello Monica08, 

Based on the information provided, please try the following:

1. Perform a BIOS update. You will need to contact Acer for the appropriate steps.

- https://www.acer.com/ac/en/US/content/support-product/8614

2. Perform a clean installation of the Intel drivers:

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

- Driver: https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html

3. Perform a clean installation of the AutoCAD 2020 app.

Regards,  

Deivid A. 

Intel Customer Support Technician 

[DeividA_Intel]

Hello Monica08,  

Were you able to check the previous post? Please let me know if you need more assistance.   

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello Monica08,  

We have not heard back from you, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.  

Regards,  

Deivid A.  

Intel Customer Support Technician  

[Monica08]

Hello Deivid A.,

Sorry for replying late cause I got busy with my other classes, thank you so much for your assistance.

I will try to do all of that and hopefully it will work.

Again, thank you so much and have a good day to you.