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J_A
Beginner
125 Views

Intel Graphics Command Center: Could not start recording

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I'm trying to use Intel Graphics Command Center to record.

Start Recording reports:
Could not start recording
undefined behaviour. please update your graphics driver and make sure there is no VPN/Firewall when streaming.
I'm using a Surface Pro 3, Windows defender, no VPN .

Intel Driver & Support Assistant reports driver up to date. Intel Graphics Command Center installed yesterday and using default settings.

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Alberto_R_Intel1
Employee
97 Views

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


For this scenario, just to let you know, the Intel® Driver Support Assistant was designed to work with Intel® products, like for example Intel® NUCs, when using a different kind of device it might not be that accurate in finding and installing the proper drivers for that system. Also, the Intel® Graphics drivers are generic, meaning they might or might not work with your specific platform.


Additionally, the Intel® Graphics Command Center might not be fully compatible with your computer since there are some requirements needed in order to be able to use it properly as you can confirm in the link below:

-6th Gen Intel® Core™ platforms or newer

-Windows® 10 version 1709 or higher

-Minimum Windows® 10 DCH Intel® Graphics Driver version 25.20.100.6618

https://www.intel.com/content/www/us/en/support/articles/000032768/graphics.html


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. All the proper drivers for the Surface Pro 3 are provided, tested, and validated by Microsoft itself, so, try to install and test those drivers provided by Microsoft:

https://www.microsoft.com/en-us/download/details.aspx?id=38826


If the problem persists after that, what we recommend to do next will be to get in contact directly with them to install the customized Graphics drivers they have available, to confirm if the Intel® Graphics Command Center is fully compatible, to check if maybe they have a specific kind of driver customized for Windows* defender and for further assistance on this matter:

https://support.microsoft.com/


Regards,

Albert R.


Intel Customer Support Technician


View solution in original post

3 Replies
Alberto_R_Intel1
Employee
98 Views

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


For this scenario, just to let you know, the Intel® Driver Support Assistant was designed to work with Intel® products, like for example Intel® NUCs, when using a different kind of device it might not be that accurate in finding and installing the proper drivers for that system. Also, the Intel® Graphics drivers are generic, meaning they might or might not work with your specific platform.


Additionally, the Intel® Graphics Command Center might not be fully compatible with your computer since there are some requirements needed in order to be able to use it properly as you can confirm in the link below:

-6th Gen Intel® Core™ platforms or newer

-Windows® 10 version 1709 or higher

-Minimum Windows® 10 DCH Intel® Graphics Driver version 25.20.100.6618

https://www.intel.com/content/www/us/en/support/articles/000032768/graphics.html


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. All the proper drivers for the Surface Pro 3 are provided, tested, and validated by Microsoft itself, so, try to install and test those drivers provided by Microsoft:

https://www.microsoft.com/en-us/download/details.aspx?id=38826


If the problem persists after that, what we recommend to do next will be to get in contact directly with them to install the customized Graphics drivers they have available, to confirm if the Intel® Graphics Command Center is fully compatible, to check if maybe they have a specific kind of driver customized for Windows* defender and for further assistance on this matter:

https://support.microsoft.com/


Regards,

Albert R.


Intel Customer Support Technician


View solution in original post

J_A
Beginner
89 Views

Thank you.  I have all the latest driver updates but I had missed the "6th Gen Intel® Core™ platforms or newer" requirement.  The Intel(R) Core(TM) i7-4650U CPU @ 1.70GHz 2.30 GHz in the Surface Pro 3 is only 4th gen (according to Intel® Core™ i7-4650U Processor (4M Cache, up to 3.30 GHz) Product Specifications), so that's probably why the Intel Graphics Command Center doesn't work as expected.

I will assume that the record feature will not work with this hardware.

Alberto_R_Intel1
Employee
82 Views

J_A, You are very welcome, thank you very much for providing those details.


Yes, that is correct, the Intel® Core™ i7-4650U Processor is a 4th generation Processor, and you are also right indicating that the Intel® Graphics Command Center doesn't work as expected and that the record feature will not work with this hardware because of that same reason, it is not fully compatible with the application.


Any other inquiries, do not hesitate to contact us again.


Regards,

Albert R.


Intel Customer Support Technician