Intel UHD 620 Graphics flickering windows 11

[victor5]

Dear Intel support team,
 
recently my laptop has been having screen flickering issues. I believe it is an issue with the graphic card, because when I deactivate/uninstall the driver, the screen stops flickering. Up until now I have:
* updated the drivers,
* installed OEMs drivers,
* reset laptop to factory settings.
* use an external display
* clean driver installation
 
None of these options have solved the flickering issue. Attached you find the intel scan file output. I would be really thankful for any solution.
 

[AndrewG_Intel]

Hello @victor5

Thank you for posting on the Intel® communities.

Please review the following suggestions and let us know the outcome:

a- Make sure the operating system (OS) is up to date. Refer to Update Windows and check for any equipment near the monitor that could be causing electrical noise.

b- We understand that you tried updating the drivers. Just to make sure, did you try with the latest Intel® generic DCH Graphics Drivers? The latest version available is 31.0.101.2114.

To install the driver, you may follow the steps in this article: Clean Installation of Intel® Graphics Drivers in Windows*.

c- If the Panel Self Refresh setting is available in the Intel Graphics Command Center, test by disabling it by following the steps in this article: How to Enable and Disable Panel Self Refresh. (Note: the availability of this feature depends on the OEM customizations).

If the behavior persists, please provide us with the following details:

1- Checking the Intel® SSU report, we noticed the system is running Windows 11 and has an old driver Version: "25.20.100.6444". We also noticed references to driver "24.20.100.6195" which seems to be the latest customized driver provided by ACER* on their website and offered for Windows* 10 (so the drivers might not be fully compatible with Windows 11).

Also, we could not find any option from them to download drivers offered for Windows 11. Have you checked with ACER Support for newer compatible graphics drivers for this OS version?

2- Run the Intel® Processor Diagnostic Tool to verify that both the processor and the GPU (Graphics Processing Unit) are fine.

To save the report, once the test is done, click on "File >> View Results File" and attach the .txt file to your reply.

3- If the computer worked fine before at any moment, were there any recent hardware or software changes that might relate to the point when the issue started? (For instance, Windows, driver, BIOS, or software updates?)

4- Does the flickering issue happens inside the BIOS configuration screen? (To access the BIOS, check with the laptop manufacturer).

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello victor5

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.

Best regards,

Andrew G.

Intel Customer Support Technician

[victor5]

Hello Andrew G.

Thanks for your reply. It took me a while to proceed with your suggestions, sorry for the delayed reply.

Beforehand, I reinstalled Windows 10 on the laptop since it was its original configuration.

a - I did an update with the windows update tool and made sure no electrical equipment is near the laptop, this did not stopped the issue.

b - I clean installed the latest driver as explained in the website. You may have not seen it in the report because I performed the upgrade after the clean installation.

c- I deactivated the panel refresh using the intel graphics command tool and it did not solve the issue.

1 - After the clean windows 10 installation, I reinstalled the VGA driver from the ACER website (24.20.100.6195) which is the latest driver available on their website and it did not solve my issue. Afterwards I updated it using the windows update tool and it also did not solve the problem. I will contact the ACER support service to find out if there are any newer drivers.

2- I just performed the test using the driver version 25.20.100.6444. Attached you find the results in .txt format.

3- Funny enough the problem began after installing a game (Sims 4). Afterwards, we deinstalled it and did a system restore however this did not help and was done even before contacting intel.

4 - The flickering doesn't happen in the BIOS or in the Windows Safe Mode.

I hope you can help me solve this issue. I cannot really explain myself where this come from. Thanks for your help Andrew.

Best regards,

Victor5 

[AndrewG_Intel]

Hello victor5

Thank you for your response and for the details.

Please allow us to look into this and we will be posting back in the thread as soon as possible.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello victor5

After reviewing this further and considering all the troubleshooting you have tried so far, at this point the best is to contact ACER* Support for further assistance with this behavior.

Having said that, we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician