Intel Iris XE Graphics Issues

[ELKav]

Hello,

I'm hoping someone can help with an issue I'm having with my iGPU. With the above named graphics card enabled, I get block black lines down the screen and along with coloured and white lines which do not go away. If I disable the driver in device manager and restart, the problem goes away. If i uninstall the driver through device manager and restart, the problem goes away until windows reinstalls the device (I guess it does a hardware scan and notices its not installed?). I've gone into windows update etc and disabled auto updates and downloads for hardware with no effect. 

It only effects the internal LCD panel on the laptop and does not effect an external monitor, which I guess connects through my Nvidia GPU. 

Keeping the device disabled isn't an option as some of the games I play will not boot correctly with it being there and not disabled. If I delete it and the backup Microsoft display driver installs I can boot the games, but only for a few minutes before the Iris XE gets reinstalled again! 

I have removed all old drivers and done a clean install which changes absolutely nothing. 

MSI Katana GF66 Laptop 

Intel Core i7 12700H Alder Lake

MS-1583 

16GB DDR4 RAM

Nvidia GeForce RTX 3060 Laptop GPU

Intel(R) Iris (R) Xe Graphics 

Note - the intel driver installer and all other software indicates the hardware is working correctly. 

[ELKav]

Screen appears like this.

[Alberto_R_Intel]

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

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

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

Is this a new computer?

Was it working fine before without showing the block black lines you are describing?

If yes, when did the issue start?

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

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://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[ELKav]

Hello Albert, I’ve posted some information below for you. I need to get the logs still.

Is this a new computer? No, 14 months old

Was it working fine before without showing the block black lines you are describing? Yea, system was working perfectly. It was left for an hour whilst eating dinner, upon return the screen looked lightly blurry, then suddenly failed.

If yes, when did the issue start? See above

Did you make any recent hardware/software changes that migh tcause this problem? No, the system was left for an hour on standby

Does the problem happen at home or in the work environment? It always occurs, as soon as it boots into windows the display fails

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": will get this done shortly.

[ELKav]

Logs attached. As I've removed my 2x 8gb RAM sticks for my other laptop, whilst this one isn't working, the iGPU is now showing as Intel HD rather than Iris XE as I'm now in single channel configuration, but the issue persists. 

[Alberto_R_Intel]

Hello ELKav, Thank you very much for providing that information and the SSU report.

According to the information shown in the SSU document, we can confirm that the graphics driver version currently installed on your computer is 31.0.101.5074, which is provided by Intel®.

For this scenario, it is important to mention that 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 on MSI's website and the latest graphics driver version they have available for the Intel® graphics controller is 31.0.101.3729. Please try a clean installation of that driver following the instructions in the links below:

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

Driver:

https://download.msi.com/nb_drivers/vga/3729%20_31.0.101.3729_0xfab46385.zip

We also suggest to get in contact directly with MSI Support to make sure the latest BIOS version is currently installed in your machine or, if necessary, to gather the instructions on how to update it:

https://www.msi.com/support

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[comprun]

Any updates on this OP? I have had this same exact issue on 3 laptops so far. 2 were Dell and 1 was Gigabyte. Support through email ticket is laughable. Intel blames the manufacturer saying you have to use their driver. That driver is literally an Intel installer directly from their site. Updating BIOS does nothing as well as any driver. Basic adapter and the screen is fine. As soon as a driver is introduced, goes back to the picture above. So Intel wants to push it off to manufacturer and manufacturer will blame it on the Intel, who literally makes the chipset but wants nothing to do with actually getting to the root cause. 

[ELKav]

Hey Comprun, 

You're absolutely right and I've got no further with this, it's madness. MSI say to talk to intel and as far as they're aware, it needs the motherboard replacing out along with the CPU and GPU that's attached to it. The only way I've been able to get stability on the screen is totally uninstalling the iGPU via a driver uninstaller, BUT if an application requires both the iGPU and dedicated GPU to work together, it will not load and crash. 

I'm honestly lost and love throwing ££££ away in such a small time space! 14 months for a pretty decent spec gaming laptop... safe to say I'll be purchasing a new laptop that runs on AMD and not intel. 

[comprun]

Same here. This gaming laptop will not allow any games to be loaded with the basic display adapter being installed. This is completely unacceptable, especially considering there is literally another high end gpu able to handle the task. There has to be an acceptable workaround. There's no point talking to the manufacturers, as they simply do not care. It is up to the community to figure it out. 

[Msigf66]

I have same issue. Tried
every update, reinstalled reset etc. The screen works OK in bios, and safe mode, or if I disable intel iris.
My screen looks exactly like op. 3 black vertical lines and fuzzy screen.

[madox]

Hello,

The same problem here after my display failed (black screen while working) and replaced it with a BOE display. It works with Windows drivers and Safe Mode but gets this pattern when the Intel driver updates.

Is anyone using 240Hz displays? Maybe Intel drivers don't work properly with 240Hz displays. There is another thread opened and no solution from Intel.

[comprun]

Replaced the screen with a 240Hz screen and did nothing. Replaced the ribbon (which was $120!) as well. Still did nothing. Here we are with more wasted money and another company that just doesn't care. Simply baffling. 

[madox]

It looks like the number of users having this problem is growing and there are different laptop brands with different configurations and one thing in common... Intel integrated GPU that runs the display. Did you have this problem with the original display too or it happened with the replaced one?

[comprun]

I actually can go back over a year or perhaps even 2 where I first saw this occur at my shop. 2 were Dell laptops. 1 was Gigabyte laptop. Original display on the Gigabyte will revert and "work" on basic adapter but since it's a gaming laptop and customer plays games, it will not load any games unless the integrated driver is installed. Replaced one, same issue, although less flickering. On the original Dell, I actually got it to work the first time with the Intel Graphics Command Center and changing the BPC to 8 or 6, can't recall. That returned months and months later with the same issue and we were unable to get it to work without using basic adapter only. 

[Msigf66]

My laptop gf66 12ug
Original screen was sharp, LQ156M1JW03. 240hz display. I messed up the screen whilst replacing the hinge it still worked but light was smudged were I pressed to hard. So googled replacement compatible screen and on ebay bought boe
ne156fhm-nz1. Which is supposed to be compatible. On panel lookup, the specs are almost identical. I tried 3 thinking first two were faulty, all same vertical lines.
Put my original sharp back in, and looks normal apart from damage I caused. So it's definitely the screen not cable. If I disable intel iris, the screen looks normal except can't change refresh rate. Stuck at 64hz.
Looked of different forums there are several ppl with same issue.
What panels you using?

[madox]

I believe we're closing the circle around this BOE ne156fhm-nz1. My original screen was sharp lq156m1jw26 and got a black screen. Replaced it with BOE ne156fhm-nz1 and have the same problem. There is also another thread opened by Pompui and he also used the same display for replacement.

Got in touch with an Asus parts seller and waiting for a quote for the original Asus display.

My concern is that this BOE model and amazing Intel drivers are not working together. 

[comprun]

Unfortunately, and ironically, I do not have a model number on this replacement screen. I did get it from Bliss, who I have not once had an issue with on compatible screens and I order quite a bit from them. They are VERY picky and will not ship until they have your serial number, model number, and screen model number. Could it be a non-compatible screen? Sure, I suppose. But I doubt it. The original was a Sharp LQ156M1JW03 AA (240Hz FHD). The cable PN was RP75vD SHARP DDS. Both screens only work on basic adapter. 

[NomadX]

My original screen and cable were the same. I've tried a few screen panels too and I think the problem is in non-unique and non-compatible screens for some platforms or configurations.

But I found the guru who fixed this issue for me.

[comprun]

I still think this has to do with a driver issue, specifically with the BPC 6/8, but I cannot confirm that without assistance from Intel, or someone who has more knowledge that I do about this. 

[madox]

No doubt it is related with the Intel driver as long as it works with Microsoft drivers, but definitely BOE did something wrong with these panles. Maybe Intel can't be blamed as long as BOE didn't respected the protocol. Any idea if the defective laptops had the screen replaced or the issue came with the original displays?

[comprun]

Same result on original screen as well. Put it back in and works on basic display adapter. On the previous one from last year, the BPC (bits per color) was the solution. That option is gone in the command center, so no way to reset or change. Sharp is the original brand on this Gigabyte currently, don't recall brand on the 2 previous Dells (probably AU Optronics, but can't verify because I forget). I tend to steer away any "liability" towards BOE on this, but I'm open to anything to solve this. My guess so far is only 2 possibly options with all the info everyone is supplying. Faulty chipset (which need a recall) or faulty drivers.