Graphics
Intel® graphics drivers and software, compatibility, troubleshooting, performance and optimization
17458 Discussions

Intel uhd graphics 620 card keeps crashing

WChet
Novice
368 Views

Keeps crashing and being disabled by Windows 10 on my HP Pavilion 15.  Also makes a loud fan noise.  I've tried multiple updates and nothing works.  Tried to update DCH.  That won't take. 

Labels (2)
3 Replies
AndrewG_Intel
Moderator
347 Views

Hello @WChet

Thank you for posting on the Intel® communities.

In order to check this further, could you please provide the following information?

 

1- Is this a new system? Did the computer work fine before or are you experiencing this issue since the first day that you have the device?

2- If this 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, or software/game updates?)

 

3- When you said "Intel UHD graphics 620 card keeps crashing", what is the exact error/behavior?

  • Is it randomly crashing? Perhaps freezing the system or showing a Blue Screen of Death (BSOD) error message?
  • Or is it having issues when playing a game or using a specific app/software?
  • What do you mean when you said "disabled by Windows". Do you mean it is disabled in "Device Manager"?

Please elaborate more on the issue/behavior.

 

4- Based on the general model provided (HP* Pavilion 15) this seems to be related to a laptop device. Are you using only the built-in display? Are you using external monitors or other peripherals that may relate to the behavior?

5- Regarding the "loud fan noise", is it happening when performing high-demanding tasks? Is the system experiencing any overheating issues?

 

6- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

  • Download the Intel® SSU and save the application on your computer
  • Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
  • To save your scan, click Next and click Save.
  • Once you have saved the file (.txt file), please attach it to your reply.
  • To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

 

Best regards,

Andrew G.

Intel Customer Support Technician

 

Shvm_ReX
New Contributor I
334 Views

Hey @WChet 

 

Hope you are doing well .

I would want to tell you that as this is an issue you are facing in a product you have purchased from HP.

 

Don't worry, they would definitely help you with this and this would be the easiest process for you to get help.

 

Reach out to them once. 

 

Regards,

 

Shvm_ReX

 

AndrewG_Intel
Moderator
310 Views

Hello WChet


We have not heard back from you so 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.


Best regards,

Andrew G.

Intel Customer Support Technician


Reply