Intel UHD Graphics 620 install failure

[Rob80112]

I am unable to update my UHD Graphics 620. I currently have version 31.0.101.2127 installed and would like to upgrade to version 31.0.101.2128. I am running on Windows 10. After downloading and running the graphics driver installer from either the Intel DSA or Download Center, the driver does not install. The extraction reaches 100%, but the installation doesn't begin.

[FrancisP_Intel]

Hello Rob80112,

Thank you for posting in Intel Communities. We'll see what we can do to assist you with the installation issue of UHD Graphics 620. May we kindly request your cooperation in providing the necessary details for us to better understand the problem?

• Is this the first time you encountered an issue with the installation?
• Is there an error message when attempting to install?
• Have you tried doing a clean installation of the driver by uninstalling the previous ones through the device manager?
• Can you provide us with a system log file so we can check your device configuration? Here's the link for the tool: Intel System Support Utility Tool

We may have additional questions depending on your answer. This will enable us to investigate the issue and form a resolution that's best for your current situation. We'll be waiting for your response.

Best regards,

Francis Ryan P.

Intel Customer Support Technician

[Rob80112]

Francis,

* This is the first time I have encountered an error when an installation. All of the other upgrades completed without any errors.
* There are no error messages when I attempted to install. The installer disappears after the extraction reached 100%.
* How do I perform a clean installation of the drivers? I do not know what to uninstall via the device manager.
* I have downloaded the SSU.msi program but when I submit it, it redirects me to an unknown website (https://servicerequestmgmt.intel.com/webticketui/).  

I have attached a copy of the report below.  

Cheers.
Rob Brine

[FrancisP_Intel]

Hello Rob80112,

Thank you for your response. With regards to the SSU Program, instead of submitting, click save enter the file name as a .txt file, and post it on this thread.

For a clean installation of driver, you may follow the steps indicated in this article. 

Clean Installation of Intel® Graphics Drivers in Windows* - Uninstall and Install the Graphics Driver

We will be waiting for the ssu log file and the results once you have done the clean installation. You may utilize other steps on the article whichever is necessary.

Best regards,

Francis Ryan P.

Intel Customer Support Technician

[FrancisP_Intel]

Hello Rob80112,

My apologies for the oversight, I see that you've already sent a txt file of the SSU scan results. Please do the clean installation instead. Here's the link for the graphics' driver. 

https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html

Thank you for your understanding.

Best regards,

Francis Ryan P.

Intel Customer Support Technician

[Rob80112]

Francis,

When I attempted to do a clean install with the gfx_win_101.2128.exe program, I experienced the same issue initially, that is, the program finished extracting the program nominally, then nothing happened afterwards.

Before I try uninstalling the driver from the Device Manager, what will happen if I run into the same problem?  How would this affect my computer?  Will I be able to use it if the install fails after removing the old driver or installing the new driver?

I have two drivers listed in the Device Manger, the other is a NVIDIA GeForce MX150.  Will this be affected as well?

Cheers.

Rob

[Caguicla_Intel]

Hi Rob, 

Thank you for your response.

Please proceed with a clean installation of your Intel Graphics only; there's no need to do so for your Nvidia. This link might also contribute to resolving the issue you're experiencing, which is similar to the one you mentioned.

Intel® Arc™ Graphics Driver Installer Won't Start

https://www.intel.com/content/www/us/en/support/articles/000096108/graphics.html

Best regards,

Caguicla C.

Intel® Customer Support Technician

[FrancisP_Intel]

Hello Rob80112,

We're checking to see if you have successfully installed the driver. Kindly let us know if there are changes with the issue or if it was resolved by uninstalling the software from the device manager. 

Best regards,

Francis Ryan P.

Intel Customer Support Technician

[FrancisP_Intel]

Hello Rob80112,

I haven't received a response from you, so I will be closing this inquiry. If you require further assistance, please feel free to submit a new question, as this thread will no longer be monitored.

Best regards,

Francis Ryan P.

Intel Customer Support Technician