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Intel Driver Issue

Krayziey
Beginner
667 Views
Hey guys, yesterday evening I was going to play a game on Steam and it said that my ASUS Intel Iris Xe DG1 drivers needed to be updated to the recommended driver. I checked and I already has the recommended drivers so I went in the game anyways and the experience wasn't so good as it was buggy and laggy, so I went to the Intel website and there was new drivers to download. When I proceeded to download the drivers there was a option to do a clean installation which the old drivers and it's files. I ticked the box and clicked install then my screen went black.

I tried:
• Restarting My PC
• Resetting My PC & Reinstalling Windows
• Booting into Safe Mode
• Automatic Repair
• Going In Command Prompt & Doing DISM & SFC
Unplugging & Plugging Back My PC

So after I just stopped trying after and would try to fix it to next day and now today when I turn on my PC it doesn't show a black screen but instead my monitor just doesn't pickup signal, how do I fix both the problems?
0 Kudos
5 Replies
Alberto_R_Intel
Moderator
628 Views

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

 

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

What is the model of the Intel® processor?

What is the model of the motherboard?

If this is a laptop, what is the model of it?

Is this a new computer?

What is the model of the monitor?

Which video port are you using to connect it to the computer?

Are you using adapters or converters to connect the screen?

Does the problem happen just with one game?

What is the name of the game(s)?

Did you make any recent hardware/software changes, besides updating the driver, that might cause this issue?

Which Windows* version are you using?

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

If you have access to Windows*, 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

 

 

Krayziey
Beginner
592 Views
Intel Processor: Intel Core I5 10400F
Motherboard: ASUS Prime B560M-A-AC
Is This A New Computer: No
Monitor: MSI Optix G241VC
Video Port: HDMI
Are You Using Any Adapters: YES, HDMI Adapter
Does This Happens In One Game: No, it happens to my whole pc
Did youe make recent hardware/software changes: No
Windows: Windows 10 Home 21H2
Does this happen at Home: Yes
Alberto_R_Intel
Moderator
577 Views

Krayziey, Thank you very much for providing that information.

 

For this scenario, first, we suggest to verify the game requirements to make sure your system complies with them. Keep in mind that the performance will depend on the game specifications and your whole hardware configuration. Games are usually GPU intensive, so you may require a dedicated graphics card compatible with your system while using a desktop computer.

 

Are you able to access Windows*?

 

If you do, it is important to mention that we always recommend to install the graphics driver provided by the manufacturer of the motherboard, since that driver was customized by them to work with your specific platform.

 

I looked on ASUS website and the latest graphics driver they have available is version 27.20.100.9127. Please try a clean installation fo that driver following the instructions in the links below:

https://www.asus.com/Motherboards-Components/Motherboards/PRIME/PRIME-B560M-A-AC/HelpDesk_Download/

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

 

If the issue remains, even though the Intel® graphics drivers are generic, for testing purposes you can try a clean installation of Intel® graphics driver 31.0.101.3222 which is our latest:

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

 

If you cannot access Windows*, in the following link you will find additional troubleshooting steps to try to fix this problem:

https://www.intel.com/content/www/us/en/support/articles/000021605/processors.html

 

We also advise to get in contact directly with the manufacturer of the board to verify that the latest BIOS version is currently installed in your machine or, if necessary, to gather the instructions on how to update it:

https://www.asus.com/support/

 

If the problem persists and you can access Windows*, 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...

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

Alberto_R_Intel
Moderator
525 Views

Hello Krayziey, 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


Alberto_R_Intel
Moderator
471 Views

Hello Krayziey, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.


Regards,

Albert R.


Intel Customer Support Technician



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