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Intel Display Audio driver disappears after reboot

mglg
Beginner
1,391 Views

as title says, each time my newly built pc boot up the intel display audio driver will disappear, so the system can't find any audio output device(my monitor's speaker). I need to uninstall and reinstall the intel graphic driver for the sound to work again. but once the pc boot up again, the same driver will disappear...

 

The onboard audio works fine from the headphone jack. The issue is solely on the intel display audio driver.

i am using i7-11700k, B560I Aorus pro ax mobo.

 

Any insight is appreaciated, thanks!

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15 Replies
Alberto_R_Intel
Moderator
1,328 Views

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


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 model of the motherboard?

What is the model of the monitor?

Which video port are you using to connect the monitor to the board?

Are you using adapters or converters to connect it to the computer?

When did you build the computer?

Was it working fine before?

When did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, 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=91...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



mglg
Beginner
1,318 Views

Hi Albert,

here is the answers to those questions:

What is the model of the motherboard? Gigabyte B560I Aorus Pro AX

What is the model of the monitor? Acer XV271UP

Which video port are you using to connect the monitor to the board? I tried both DP and HDMI, same issue

Are you using adapters or converters to connect it to the computer? No

When did you build the computer? A week ago

Was it working fine before? No, it was like that from the beginning

When did the issue start?

Did you make any recent hardware/software changes that might cause this problem? I tried clean install win10 and also tried to upgrade to win 11 but neither fixes the problem

Which Windows* version are you using? tried both win10 and win11

Does the problem happen at home or in the work environment? home

 

Please check the ssu report in the attachment, thanks!

Alberto_R_Intel
Moderator
1,308 Views

Hi mglg, Thank you very much for providing that information and the SSU report.


According to the SSU report, the graphics driver currently installed on your computer is version 30.0.100.9955, which is the driver provided by Intel®:

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


Just to let you know, the Intel® drivers are generic, meaning they might or might not work with your specific platform. So, 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.


I looked in Gigabyte's website and the latest graphics driver they have available in there is version 27.20.100.9805, please try a clean installation of that driver following the instructions in the links below and then test the system to confirm if after installing this driver version the monitor's speakers work properly:

https://www.gigabyte.com/Motherboard/B560I-AORUS-PRO-AX-rev-10/support#support-dl-driver-vga

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


We also advise to get in contact directly with Gigabyte support to confirm that the latest BIOS version is currently installed in your machine or to gather the instructions on how to do that:

https://www.gigabyte.com/Support


Additionally, we recommend to contact the manufacturer of the monitor as well to verify if there might be a driver that needs to be installed or a possible firmware update available for the monitor:

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


Regards,

Albert R.


Intel Customer Support Technician


mglg
Beginner
1,302 Views

Hi Albert,

 

I did the same as you suggested by clean uninstall the current driver and re install the gigabyte one. But it doesn't fix the problem.

 

In device manager/display adapters, i see the following in the event log:

 

Device PCI\VEN_8086&DEV_4C8A&SUBSYS_D0001458&REV_04\3&11583659&0&10 had a problem starting.

Driver Name: oem13.inf
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower Filters:
Upper Filters:
Problem: 0x0
Problem Status: 0xC00000E5

 

Do you have any idea what's the problem?

 

thanks

Alberto_R_Intel
Moderator
1,291 Views

Hi mglg, Thank you very much for letting us know those results.


We are sorry to hear the issue persisted after installing the driver provided by Gigabyte.


We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
1,262 Views

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


While we are still doing research on this case, we just wanted to confirm if by any chance you have the option, for testing purposes, to use a different display?


Regards,

Albert R.


Intel Customer Support Technician


mglg
Beginner
1,250 Views

Hi Alberto,

 

Thanks for responding back. Yes, I tried my TV and it's the same issue. And the same acer monitor has no problem with my another PC. BTW, my new 3080 GPU has arrived yesterday and i don't get the same issue with the GPU. So the problem is most likely on the intel driver side.

 

Thanks

Alberto_R_Intel
Moderator
1,228 Views

Hi mglg, You are very welcome, thank you very much for confirming those details.


We will continue with our research on this matter, as soon as I get more updates I will post all the information on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
1,203 Views

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


Just to let you know, we will try to replicate the issue in our Intel® lab, as soon as I get the results I will post them on this thread.


In the meantime, could you please try a clean installation and test an older graphics driver provided by Gigabyte, 27.20.100.9316:

https://www.gigabyte.com/Motherboard/B560I-AORUS-PRO-AX-rev-10/support#support-dl-driver-vga


Regards,

Albert R.


Intel Customer Support Technician


mglg
Beginner
1,194 Views

Hi Alberto,

 

It's good to know Intel is still working on it. I did try a clean installation of that specific driver before my GPU came in and it didn't work either.

 

I have been using my GPU for graphics since it arrived and it is working flawlessly, so it is not an urgent issue for me now, but it might help people that encounter the same problem

 

thanks

Alberto_R_Intel
Moderator
1,185 Views

Hi mglg, Thank you very much for letting us know those results.


As soon as I get the results from the lab, I will post them on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
1,120 Views

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

 

At this point, after reviewing the case, we suggest to install our latest Intel® generic driver once again, it could be that generic driver getting overwritten after PC reboot through Windows* update.

Our advice here will be to reinstall the generic driver and see its behavior and version after restarting the PC to make sure the driver was properly installed 30.0.101.1069. Please check "Device Manager", look for "Display Adapters" select it, then right-click on the "Intel® UHD Graphics 750", select "Properties" and then the "Driver" tab to verify the driver version currently installed:

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

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics.html

 

If the problem persists, then for testing purposes, test an older graphics driver, which could be version 27.20.100.9316 provided by Gigabyte:

https://www.gigabyte.com/Motherboard/B560I-AORUS-PRO-AX-rev-10/support#support-dl-driver-vga

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

Alberto_R_Intel
Moderator
1,028 Views

Hello mglg, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


mglg
Beginner
1,009 Views

Hi Alberto,

 

Thanks for responding. Just got a chance to check the new driver, but I am having problem installing it. In my device manager, there is no intel driver listed in display adapter section.... Not sure if it is because the Nvidia driver

 

You can check the screenshot for the error I got when installing the intel driver.

 

Thanks

Alberto_R_Intel
Moderator
919 Views

Hello mglg, You are very welcome, thank you very much for providing those updates and the pictures.

 

'In my device manager, there is no intel driver listed in display adapter section" Yes, the Intel® graphics controller is not being detected at all and that is why the driver is not getting installed.

 

"Not sure if it is because the Nvidia driver", Correct, that could also be the reason why it is not detecting the Intel® graphics controller.  

 

Please check directly with Gigabyte support about the BIOS configuration and if the settings selected in there are the proper ones for a dual graphics configuration in your motherboard:

https://www.gigabyte.com/Support

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

 

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