Intel Driver Update Utility is reporting that the graphics driver is customized

[DDary]

My HP ZBook 15 G2 has a core i7-4810MQ processor, which has HD graphics 4600 and NVidia quadro k2100m. Since I've had the computer, it's had an annoying problem where the IE11 display area "disconnects" from the process. The display stops updating, even the process is still alive. I can tell it's alive because the address bar changes when I refresh the window and also because the task bar thumbnail updates, even though the display area in the window is frozen. (This can affect one or more tabs.) Occasionally it starts working again if I suspend and resume but usually I just kill off all the IE processes and reopen them. This problem has been present since I got the computer. I've been hoping that it would eventually get fixed with a graphics driver update. I've tried numerous versions of the intel graphics driver, both from the intel website and the hp website. So far, nothing has worked. I recently updated the driver update utility and it's saying that it can't update the graphics driver because it's "customized".

This is new with the latest release. Before, it did not say this. I think it's related to the driver update utility, but I suppose it could be because of the driver. Not sure how to tell. I noticed there are more recent driver versions on the intel website. I'd like to try them, but not sure if the above message only prevents me from updating using the driver update utility or if I try to install the driver directly will it blocked. HP has told me previously that I can use drivers from the intel website.

Here is the current driver. There are two newer release versions.

Comments?

[idata]

Hello, darylm:

Could you please let me know the operating system installed?

Regards,

Amy.

[DDary]

Sorry, I neglected to mention that in the post. The OS is Windows 7 Enterprise 64 bit.

[idata]

You can try the following driver https://downloadcenter.intel.com/download/25588/Intel-Graphics-Driver-for-Windows-7-8-1-15-36- Download Intel® Graphics Driver for Windows 7/8.1* [15.36], which is the latest and I would recommend installing it with this method http://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html How to Manually Install a Graphics Driver in Windows 7*.

Regards,

Amy.

[idata]

Hello, darylm:

Did the driver work for you?

Regards,

Amy.

[DDary]

Hello,

Sorry for the delay to respond. I was unable to look into this further due to other commitments.

I attempted to download the latest driver for my graphics chipset which is here: https://downloadcenter.intel.com/download/25978/Intel-Graphics-Driver-for-Windows-7-8-1-15-36-?product=81496http:// https://downloadcenter.intel.com/download/25978/Intel-Graphics-Driver-for-Windows-7-8-1-15-36-?product=81496http://

When I downloaded the driver, I got this message:

I'm not sure where to report this issue.

[DDary]

I tried the driver anyway and got this message:

I'll try the manual method.

[idata]

Please try this method for the installation;

1. Login with administrator privileges

2. Open Control Panel

3. Open Device Manager

4. Click on "Display adapters"

5. Double click "Intel HD Graphics"

6. Click on the "Driver" tab

7. Click on "Update Driver" button

8. Click on "Browse my computer for driver software"

9. Click on "Let me pick from a list of device drivers on my computer"

10. Click on "Have Disk" button

11. Click "Browse"

12. Navigate to the folder that you unzipped the Intel HD Graphics driver to

13. Navigate to the Graphics sub-folder

14. Double click the igdlh64.inf or igdlh.inf file <-- depends on if you have 32 or 64 bit OS

15. Click "OK"

16. Click "Next", Driver should now be installing.

17. If successful, click "Close", Reboot.

Let me know it that helps.

Regards,

Amy.

[DDary]

Thank you for your response. I came here to report that I got around the issue. First, I uninstalled the "customized driver" using "add or remove programs". When the computer rebooted, Windows replaced the driver with a previously installed driver. I uninstalled that and selected the option to delete the driver. After that, Windows replaced the driver with a generic driver, operating in 640x480. I rebooted again, then installed the latest driver from the intel website, which is 15.36.31.4414. It seems to be fine.

After doing this, I ran the intel driver update utility. Strangely, it's recommending what appears to be a much older driver, along with the one that's installed.

The 15.33 driver doesn't show up on the Intel driver download website, even if I select windows 8.1 or windows 10.

[idata]

darylm, I am glad to hear that you were able to install the driver.

The issue you pointed out with the Intel® Driver Update Utility is under investigation, an upcoming version will show some improvement. We are working on additional fixes, which we hope to have ready soon.

For further reference visit https://downloadcenter.intel.com/ Drivers & Software.

Regards,

Amy.