Intel(R) UHD Graphics driver

[trashpanda]

My laptop display shows multiple colored spots and occasional lines and I'm convinced it is the graphics driver because when I switch the display adapter to the Microsoft basic display it fixes it but can't play games or adjust brightness .

My processor is 12th Gen Intel(R) Core(TM) i5-1235U 1.30 GHz and I have the Intel(R) UHD Graphics Version 31.0.101.4502 and and installed version 31.0.101.5082 but nothing helps

[Alberto_R_Intel]

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

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 graphics problems that 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

[trashpanda]

I bought the laptop brand new and have had it for around 9 months .

It was working perfectly before and it started on 12-31-2023.

No hardware or software changes were made that would cause this problem.

The problem is consistent except when playing video form media

[trashpanda]

Update: My laptop now has a yellow tint

[Alberto_R_Intel]

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

Based on the information shown in the SSU document, we can confirm that the graphics driver version currently installed on your computer is 31.0.101.5084, which is provided by Intel®:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html?wapkw=1235u

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 Lenovo's website and the latest graphics driver version they have available is 31.0.101.4502. Since you already tested that driver version and also 31.0.101.5082, we will do further research on this matter to try to find a possible solution for this scenario. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello trashpanda, I just received an update on this matter.

While we are still working on this matter, we just wanted to confirm:

-By any chance, do you have pictures of the issue that you can share?

-Does it happen on an external display using the latest drivers?

-Is it visible in the BIOS screen?

-Is the BIOS up to date?

Regards,

Albert R.

Intel Customer Support Technician

[trashpanda]

Here is what the display looks like without any screen interactionHere is a screenshot of what happens when in game, lines often move around

The issue is not visible on the BIOS screen

This is the BIOS version information I could find LENOVO JKCN42WW, 06/09/2023

The issue is visible on external displays using the latest drivers

[Alberto_R_Intel]

trashpanda, Thank you very much for confirming those details and sharing the pictures.

We will now continue with our research on this matter and provide a response as soon as possible.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello trashpanda, I just received an update on this matter.

After reviewing the information you just provided, we do not consider this issue to be related to drivers for the following reasons:

 -We haven't received more cases about this issue from other users

-OEM driver which is older shows the same behavior as the latest drivers it seems no matter the version used it happens.

The reason why you do not have any issues with the MS display adapter is that the display without a driver won't use its full capabilities. To use its full capabilities, it is needed to install the driver and then is when the issue starts.

Considering the problem described, this could be hardware-related or maybe an Operating System corruption issue. Based on that, if it is possible, could you please try to either roll back the Operating system to a restore point of when it was working fine or reinstall Windows* for testing purposes?

Regards,

Albert R.

Intel Customer Support Technician

[trashpanda]

It is not possible to roll back the Operating system and re-installing windows unfortunately did not help. 

[Alberto_R_Intel]

trashpanda, Thank you very much for your response.

We are sorry to hear the problem persists after trying the troubleshooting steps suggested previously.

Based on those results, in that case, what we recommend as the next thing to do, will be to get in contact directly with the manufacturer (OEM) of the computer as soon as possible to report this situation. They did the integration of all the parts and this behavior could be related to the processor, HDD, memory RAM, or even the motherboard itself. The OEM supplies the warranty for all the components. They could reproduce the issue using the same exact machine you are working with, provide a fix for it, do a physical inspection of the computer if needed, suggest further troubleshooting steps or technical assistance, and ultimately to replace the laptop under their warranty policies:

https://support.lenovo.com/us/en

Regards,

Albert R.

Intel Customer Support Technician