Intel HD 520 outlook 13 graphics issue

[PVanS3]

we recently upgraded a HP Probook 450 to windows 10.

since then the outlook 2013 has a graphics issue. When you open a new email or existing email its ghosts the tool bard and underling text from other emails. we have updated Office suite to the latest and also turned off and on, disabling the hardware graphics in advanced settings.

we have also updated to the current drivers as of Jan 2020 for HD 520

[AdrianM_Intel]

Hello PVanS3,

Thank you for posting on the Intel® communities. 

To better assist you with your request, I will need to check some information about your computer. Please follow these steps: 

Please run the following tools and attach the reports generated.

1. Intel® System Support Utility (Intel® SSU) 

• Intel® SSU Download link 
• Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

2. DXDIAG 

• Go to Start > Run or Windows Key + R. 
• On the Run prompt, type "dxdiag" then click OK. 
• On the DirectX Diagnostic Tool window, click on Save All Information. 
• Browse to a folder, type in a filename then click Save. 

Can you please share some screenshots of the issue you are having?

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[PVanS3]

Hi Adrian

seems i cant add more than 1 file, so i replied with the rest

[PVanS3]

SSU file

[PVanS3]

screenshot 1

[PVanS3]

ScreenShot 2

[Max44]

Unfortunately I don't have a solution for this, but I'm also one of those suffering from this.

I have a brand new Lenovo laptop and it's pretty much unusable because of this problem.

I really hope that Intel would wake up and do something about this.

[AdrianM_Intel]

Hello Max44,

Thank you for posting on the Intel® communities. 

If you have the same issue as PVanS3, please provide the information requested above and also screenshots of the outlook 2013 showing the ghosts toolbar or any other application that has this behavior (browsers, apps, etc).

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[PVanS3]

I will do Just have not been at this machine all week I will get that info today or tomorrow and post it ! Thanks again

[AdrianM_Intel]

Hello PVanS3,

Thank you for your reply.

I will wait for the information.

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AdrianM_Intel]

Hello PVanS3,

Were you able to check the previous post? 

Let me know if you need more assistance

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AdrianM_Intel]

Hello PVanS3,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question. 

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AdrianM_Intel]

Hello PVanS3,

Thank you for your reply.

It seems the issue only happens with Outlook 2013, in this case, I would check the scaling options of the Operating system or the application with their respective support as well.

Have you tried a clean installation of the outlook 2013?

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AlHill]

I am running Office 2013 and Outlook 2013 on a Dell Latitude with HD520, and have no issues.

Just saying....

Doc

[AdrianM_Intel]

Hello PVanS3,

Thank you Al Hill for sharing.

PVanS3

Were you able to check the previous post? 

Let me know if you need more assistance. 

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[PVanS3]

Hi Adrian

the outlook 2013 home and business was a fresh install

i have requested from the client to reinstall i am waiting on feedback

[AdrianM_Intel]

Hello PVanS3,

Thank you for your reply.

Please let us know the result after the reinstallation of Outlook 2013.

Regards,

Adrian M.

Intel Customer Support Technician

[AdrianM_Intel]

Hello PVanS3,

Were you able to check the results? 

Best regards,

Adrian M.

Intel Customer Support Technician

[AdrianM_Intel]

Hello PVanS3,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question. 

Best regards,

Adrian M.

Intel Customer Support Technician

[PVanS3]

sorry for the delay

complete uninstall and all patches to date, but the issue still persists

[AdrianM_Intel]

Hello PVanS3,

Thank you for your response.

I tested Outlook 2013 on Intel HD 520 with the driver version 26.20.100.7755 which is the driver version installed on the HP Probook 450 based on the report previously shared (Intel® System Support Utility for Windows*) and I did not get the same issue. I made a video (Attached to the thread) where you can see that the application does not present this issue on my end. since the issue has been only reported on Outlook 2013, I will recommend you to report this matter to Microsoft support*.

It's also important to mention that the HP Probook 450 was upgraded to windows 10 so there might be a corruption on the operating system.

Best regards,

Adrian M.

Intel Customer Support Technician