Intel ARC driver won't install on Huawei

[RonBanaan]

I have a Huawei matebook X ultra Pro
with Intel Core Ultra 9 185H processor

Intel Arc display driver version 31.0.101.5382 -original Huawei supplied driver won't install correctly,
windows error message: Windows has stopped this device because it has reported problems. (Code 43)
Same thing even after a full win 11 re-install and full Huawei drivers re-install.
Problem started about only 6 months after I purchased the matebook.

Huawei refused a repair as they claimed they found corrosion/ oxidation inside the matebook, which was confirmed and cleaned by another independent party.
Close inspection of the motherboard however, i.e. where the CPU with integrated GPU is positioned did not reveal any sign of corrosion/ oxidation!

When installing the basic windows display adapter all looks to be OK but obviously I am missing the advanced features of the ARC driver.

I am afraid there is an issue with the integrated GUI in the processor but hopefully someone knows a fix without buying completely new hardware?

As a result also the built in camera won't work as apparently these are somehow related.

Please help?

[KentRusselP_Intel]

Hi RonBanaan,

Thank you for reaching out to the Intel Community Forum. I appreciate your message and want to assure you that I’m here to assist you with your concern. To better understand the issue and provide accurate support, could you please share the following details:

• Are you using Display Driver Uninstaller (DDU) to completely remove all graphics drivers before attempting installation or update?
• Have you tried installing the latest version, 32.0.101.8247? If not, please do so, and make sure to use Display Driver Uninstaller (DDU) before installing or updating to the latest version.
• Does Windows Update automatically install any conflicting drivers after a clean install?
• Where exactly was the corrosion found, and do you have photos of the affected areas?
• Was any cleaning solution used that might have left residue affecting electrical connections?
• Does the camera appear in Device Manager at all, or is it completely missing?
• Are there any USB or other hardware errors showing in Device Manager?

Additionally, to help us better understand your system configuration and provide accurate support, we kindly request that you share the Intel® System Support Utility (SSU) logs from your device. These logs contain important details about your hardware and software environment, which are crucial for troubleshooting.

Please follow these steps:

1. Download and run the Intel® SSU application.
2. The tool will generate a text file containing your system information.
3. Refer to this guide for detailed instructions: Help Guide for the Intel® System Support Utility
4. Once completed, please attach the generated file to your response.

If you have any additional questions or need further assistance, please don’t hesitate to contact us.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[RonBanaan]

Thank you for your response Kent Russel P.

Answering your questions:

(again) in safe mode I removed the driver with DDU, restart in safe mode.

Installed the latest driver as indicated, clean install, restart in safe mode.

restart in normal mode: still Display driver error code 43.

The camera is not listed at all in the device manager but when things worked ok before I have seen the same until the correct intel GPU driver was installed correctly and the camera popped up.

After the Intel driver install, no windows drives show up for the GPU driver.

No USB device errors in the device manager.

logfile, pictures of corrosion (all on edges) and screenshot of device manager attached.

[KentRusselP_Intel]

Hi RonBanaan,

Thank you for getting back to me and for providing the necessary file attachments for the investigation. I will continue reviewing the details and will update you as soon as possible.

If you have any additional questions or need further assistance, please don’t hesitate to reach out.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[RonBanaan]

Dear Kent Russel P,

The company I own is involved in dedicated video encoding and decoding solutions and hence well experienced in dealing with (micro) electronics. Initially we  realized that opening up the Matebook and doing our own inspection could void the warrantee so we sent the matebook to an authorized repair center, the rest of the story you know.

Since the cleaning by another third party did not solve the issue we decided to open up the matebook ourselves to see if we could find anything that would point towards a hardware issue, which unfortunately was not the case. Obviously, during this process we took various pictures of the inside of the matebook and although only the edges of the inside components were exhibiting traces of oxidation/ corrosion before, that were cleaned, the motherboard was not touched during the cleaning process.

In the pictures attached you can see the results of the cleaning but more interestingly the looks of the motherboard that looks to be perfectly in order, not any trace of any damage to be found. So, just for your information, these pictures attached.

Best regards,

[KentRusselP_Intel]

Hi RonBanaan,

Thank you for your response and for providing the additional images and details. However, I’d like to set the expectation that I can only assist with troubleshooting. Unfortunately, I’m unable to provide support for the corrosion issues, as these relate to the OEM and not our product. Since you’ve already performed extensive troubleshooting and the issue persists, I recommend contacting the OEM of your device, which is Huawei.

Please be advised that I will proceed to close this inquiry. If you need further assistance or have additional questions, feel free to submit a new request. Kindly note that this thread will no longer be monitored once closed.

Best regards,

Kent Russel P.

Intel Customer Support Technician