Intel® 11th – 14th Gen Processor Graphics - Windows* 32.0.101.7084 Issue

[wewe6262]

This is what happened after the latest version of the built-in graphics driver was updated with this update. I used it in the previous version without any problems, but it seems to be an error that occurred in that version.
After the problem occurred, it was returned to the previous version and is being used again.
I would appreciate it if you could let me know if there is a solution or if you can refer to the improvement in the future.

Equipment

MSI Pulse 17B13V
CPU : Intel Core I9 Gen 13
GPU : Nvidia RTX 4070
RAM : DDR 5 TeamGroup T-CREATE

[PatrickV_Intel]

Hi wewe6262,

Thank you for reaching out to the Intel Community Forum. Please be informed that product you are reporting is an OEM original equipment manufacturer device. Kindly take into consideration that our support may be limited since we are not familiar with the technology, settings and customizations that the OEM has designed on your system, However I will do my best to assist you with your concern.

To assist us in investigating the issue, please provide the following details: 

• To clarify the information you provided: after updating to the newer driver version, the issue began, and even after rolling back to the previous version, the problem is still present—correct?
• May I also know where you downloaded the Graphics Driver 32.0.101.7084? Was it obtained from our official website or through another software source?
• Have you tried using Display Driver Uninstaller (DDU) to completely remove driver version 32.0.101.7084 before reinstalling the previous known working driver?

For me to review the hardware and the installed driver, please help generate the SSU logs of your system.

Please refer to this link for the steps: How to get the How to get the Intel® System Support Utility Logs on Windows*

If you have any questions, please let us know. Thank you. 

Best regards, 

Patrick V. 

Intel Customer Support Technician

[wewe6262]

The updated version was downloaded and updated on Intel's official site, and the exact issue was that the older version did not support Intel graphics software. One of the reasons for this update seems to be a problem with using the existing 240Hz screen resolution.
It worked well when I converted the screen resolution to 60Hz during several tests, but the same thing happened when I switched to 240Hz and rebooted.
Eventually, I couldn't find the exact cause, so I deleted it with a completely new and old version, and downloaded and used the old version from the Intel site.
I am sending you the SSU log and the exact issue that occurred after the update.

[PatrickV_Intel]

Hi wewe6262,

Thank you for the update.

Could you please install the graphics driver recommended by your laptop’s Original Equipment Manufacturer (OEM)?

You may use the following link: Intel Graphics Driver

If the issue persists, please perform a clean graphics driver removal using Display Driver Uninstaller (DDU) to fully uninstall the existing driver, then reinstall the OEM graphics driver version 31.0.101.4146.

Once you’ve completed the recommended steps, kindly let me know the outcome.

Best regards, 

Patrick V. 

Intel Customer Support Technician

[wewe6262]

Thank you for sending me the graphic driver link.

provided by the OEM manufacturer. However, in the version I am currently using, 31.0.101.4255, it was the version I updated from the existing link, and there was no problem while using it after updating it before.

As the black screen occurs at 240Hz while updating to the latest version of 32.0.101.7084, it seems to be happening in the previous version, and it seems that it is right to use the current version until the OEM manufacturer updates the stable version.

[PatrickV_Intel]

Hi wewe6262,

Thank you for the update.

Since the issue was resolved by using the OEM graphics driver, may I confirm whether you still wish to proceed using the latest Intel® graphics driver for 11th–14th Gen processors?

Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

If you have any other questions, please feel free to let us know. Thank you.

Best regards, 

Patrick V. 

Intel Customer Support Technician

[wewe6262]

Thank you always for your information.

The graphics driver you are currently using has resolved the previous issue.

I'm not sure what the problem is because it's not a specialty, but I think it's appropriate to use the graphics driver provided by the OEM manufacturer for now.

If I update the latest graphics driver version provided by Intel, it works fine on the 60Hz screen, but it seems like the initial black screen is still happening due to performance degradation at 240Hz.

I'm still having issues with the latest graphics drivers, so I don't know which version I started with, but if Intel updates the latest graphics drivers, I think I'll find a more stable direction for laptop use.

I would appreciate it if you could let me know if there is a version that does not show this phenomenon in the updated version rather than the graphics driver provided by OEM.

[PatrickV_Intel]

Hi wewe6262,

Thank you for the update!

I will review this matter further with our team to ensure you receive the appropriate assistance.

If you have any questions in the meantime, please feel free to let us know. Thank you. 

Best regards,  

Patrick V.  

Intel Customer Support Technician  

[PatrickV_Intel]

Hi wewe6262,

Thank you for your patience while I coordinated this thread with our team. After reviewing the SSU logs you provided, we found that your current BIOS version is out of date. With this, we highly recommend performing the following steps:

Update the BIOS to the latest version: E17L5IMS.11C

Perform a graphics driver cleanup using Display Driver Uninstaller (DDU), then install the latest Original Equipment Manufacturer (OEM) graphics driver, version 31.0.101.4146.

You may download the necessary updates through the link below:

MSI Global - The Leading Brand in High-end Gaming & Professional Creation | MSI Global - The Leading Brand in High-end Gaming & Professional Creation

Once you’ve completed the steps, kindly let me know the results so we can proceed with the next actions if needed.

Best regards,  

Patrick V.  

Intel Customer Support Technician  

[wewe6262]

Thank you for letting me know the solution to the problem.

I updated my current BIOS to the latest version, and I also updated the graphics driver to the version I uploaded after initializing using DDU
I'd appreciate it if you could let me know what to do later.
Also, I will upload the SSU log to the updated one as you told me.

[PatrickV_Intel]

Hi wewe6262,

Thank you for the update!

May I know if you are still experiencing the screen flickering issue when using the 240Hz refresh rate? If not, would it be possible for us to close this thread?

If you have any questions, please let us know. Thank you.  

Best regards,  

Patrick V.  

Intel Customer Support Technician  

[PatrickV_Intel]

Hi wewe6262,

I just wanted to follow up to see if you had a chance to review the information I posted. Your feedback at your earliest convenience would be greatly appreciated. Thank you. 

Best regards,  

Patrick V.

Intel Customer Support Technician 

[wewe6262]

I'm sorry for the late response.

I don't know if it's still an OEM compatibility issue, but I'm still having the same issue with the latest graphics driver version.

If you leave a screenshot below and update to the latest version of the current same phenomenon, it is still causing problems and is only happening at 240Hz.

 

If you reboot the graphics driver after updating it to the latest state, the above phenomenon occurs, but if you do not reboot after the update, there is no problem.

The same phenomenon is still occurring when you completely uninstall it through the SSU, revert to the version you used before the update, and update it back to the latest version.

After rolling it back again, the version you provided before, 31.0.101.4146, provided by the OEM manufacturer, is working without any problems.

[PatrickV_Intel]

Hi wewe6262,

Thank you very much for the update and for providing detailed information regarding the issue you encountered.

Since we have confirmed that the issue does not persist when using the Original Equipment Manufacturer (OEM) graphics driver, we can now proceed to close this thread.

Additionally, I would like to inform you that the graphics drivers available on the Intel website or through the Intel Driver & Support Assistant (IDSA) are generic drivers. These may sometimes cause compatibility issues with OEM systems, as OEMs often customize components and configurations to optimize performance, thermals, and stability for their specific devices.

For this reason, we highly recommend continuing to use your OEM-provided graphics drivers, as they are specifically tailored and validated for your system.

Moving forward, please rely on your OEM’s website for future graphics driver updates to avoid potential compatibility issues.

As there is no further assistance needed on our end, we will now proceed to close this thread. Please note that Intel will no longer monitor this post. Should you need further assistance, kindly create a new thread, and we will be happy to help.

Thank you once again, and have a great day ahead!

Best Regards,

Patrick V.

Intel Customer Support Technician