Intel UHD graphics problem

[ZoomZoom]

I am using laptop that have a Intel UHD  and NVIDIA GeForce RTX 2060 with Max Q design graphics card. Whenever, I open or close an application e.g Discord, the screen blinks for 2 second and black screen appear. It gets even worse when I play a video, or on a conference video call or share their screen. The screen keeps blinking and black screen appears every 2 second. I'm using an HP-EP0020ca laptop and with the specification attached in the attachment.

I tried to disable my Intel UHD and the screen does not blink again but the screen resolution is bad. In the past, the same problem happen and was able to roll back to the original driver (factory setting) when I was using Window 10. There was no problem with the old driver. However, now I have been upgraded to Window 11, and I can't go back to my original driver. Is there any update or could Intel have software update that could fixed the problem caused by the Intel graphic driver firmware? 

[Alberto_R_Intel]

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

For this scenario, it is important to mention that when using a mobile device, such as a laptop, everything is customized by the laptop's manufacturer, especially in this case that your computer is working with a dual graphics configuration (Intel® / NVIDIA). They can enable/disable BIOS settings as well as features and functions of the processor to comply with the functionality advertised for their product.

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 for the drivers on HP website for your HP-EP0020ca, and there are no Windows* 11 drivers available for your machine, which could be the source of the problem:

https://support.hp.com/us-en/drivers/selfservice/hp-envy-15-ep0000-laptop-pc-series/32552523

According to the picture that you provided the graphics driver version currently installed on your device is 30.0.101.1660, which is provided by Intel®. There is a newer driver version available, 30.0.101.3430, 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

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html?

We also recommend to get in contact directly with HP Support to confirm that the latest BIOS version is currently installed in your system or to gather the instructions on how to update it:

https://support.hp.com/us-en

If the problem persists after that, then will do further research on this matter, for us to be able to do that 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://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ZoomZoom, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[ZoomZoom]

I try every solution that was posted, but problem still persist with the new updated driver.

[Alberto_R_Intel]

ZoomZoom, Thank you very much for letting us know those details.

We are sorry to hear the problem remains after trying the troubleshooting steps provided previously.

In order for us to be able to do further research on this matter, please attach the SSU report, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ZoomZoom, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[ZoomZoom]

Hello Albert, sorry for the delay. Here's the attached SSU report for you to follow up.

[Alberto_R_Intel]

ZoomZoom, No problem at all, thank you very much for providing the SSU report.

According to the information shown in the SSU report, the graphics driver currently installed in your computer is version 31.0.101.2114, which is the latest graphics driver provided by Intel®:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html?

We will do further research on this matter, 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 ZoomZoom, I just received an update on this matter.

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

This computer has no Windows* 11 drivers on the official website, did the same issue happen on Windows* 10?

Can you connect a second monitor and check if it happens on the second monitor as well?

Can you check if the blinking happens on the BIOS screen? Or does it happen only on discord, playing videos and Windows in general?

Can you check if by Disable the Panel Self Refresh setting in the Intel Graphics Command Center following the steps in the link below the issue persists?

https://www.intel.com/content/www/us/en/support/articles/000057194/graphics.html

You mentioned that when you disable iGPU the issue disappears. What happens if you do it vice versa, by disabling dGPU and use only one video card at the time, is the issue present that way?

Regards,

Albert R.

Intel Customer Support Technician

[Harrie71]

Hi ZoomZoom, Albert R.,

I am experiencing the same problem on a HP Envy 15-ep0175nd laptop with Windows 11 since a few months. It has an Intel Core i7-10750H processor with buildin graphics and a Nvidia RTX 2060 MaxQ video processor. I have tried updating drivers and changing which graphics get used for what application. But so far without success. The problem is most visible with internet browsers whenever the mouse goes over a video the problem appears. It never appeared on Windows 10 with the same computer but I am not sure if it was introduced with Windows 11 or slightly after that.

If I can help to get it fix let me know because I would really like to get rid of it.

Greetings,

Harrie

 

[Alberto_R_Intel]

Hello ZoomZoom, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Harrie71, Thank you for posting in the Intel® Communities Support.

Please submit your inquiry on a new thread, the reason for this is that every scenario is different even if the same product is being used, so for us to better assist you and in order to try to fix the problem, please submit a new thread:

https://communities.intel.com/community/tech

Let me apologize for any inconvenience.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ZoomZoom, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

We also suggest to get in contact with HP Support directly to confirm if they will validate Windows* 11 as a supported Operating System for your device and, if that is the case, for them to provide the graphics driver as well.

Regards,

Albert R.

Intel Customer Support Technician