Iris xe Screen flickering in camera apps

[dduehning]

Normally I can figure things out like this, but this one has me stumped. I work for a K12 and our staff have document cameras that they use - think new technology of the old overhead projectors (if, like me, you're old enough to remember those). On this particular laptop - brand new from Dell, with Intel's Iris xe graphics, when we open the camera app, the view flickers. I'll see if I can post a video of this happening. We also notice that when we use the native Win11 camera app, the doc cam does the same thing as does the built-in camera.

I've made sure drivers, bios, etc were all up to date, but this still persists. I know the doc cam works fine as on any other computer, the problem doesn't happen. I was really thinking graphics driver issue, but again, on the latest version from Intel. In fact, the older driver version from Dell causes even worse flickering. Just happening when viewing the camera. Any thoughts?

Here is a short video. Blurred on purpose to hide identifying info.  If the attachment doesn't work, here's an imgur link with it.

https://imgur.com/a/wPy3rvD

[AndrewG_Intel]

Hello @dduehning

Thank you for posting on the Intel® communities.

We appreciate the video showing the behavior. In order to review this further, could you please provide us with the following information?

1- Just to make sure we understand correctly:

• The "flickering issue" occurs with both types of cameras: with the "document camera" and with the laptop's built-in camera.
• This happens using both: the document camera's app and the Windows* native camera app.

Are both statements correct?

2- Maker and model of the "document camera". If you have a link as a reference showing specifications, website, etc, that would be helpful!

3- How do you connect the "document camera" to the laptop? (In case this camera has several options for connectivity. For instance: regular USB, USB-C, Bluetooth, over the "company's network" as a shared resource, etc...)

4- How many laptops are affected by this behavior? Are all of them the same model? Or is this request regarding only one system?

5- When you said "the doc cam works fine on any other computer and the problem doesn't happen", do those computers have Intel® Graphics? If they do, could you please provide some examples of the CPU models/SKUs on them? (this is for reference purposes)

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

[dduehning]

Andrew,

Thank you for your reply.  Here are the answers:

1. - Yes, both statements are correct.  What's odd is that this is the only time we have seen screen flickering.  I was initially looking at graphics drivers, but I also wonder if it's a USB driver issue.  Currently using the Microsoft USB 3.2 xHCI driver
2. Aver M11-8M - https://www.averusa.com/products/document-camera/m11-8m
3. USB connected
4. We only have one of this model - Dell Latitude 5520
5. We have several other laptop models that it works fine on - Dell Latitude 5289, 5310-2-in-1, 5320, 5480, E5450, E5470 as well as a few Lenovo Thinkpads - all with Intel graphics, but the Latitude 5520 is currently the only one we have with the Intel Iris xe graphics chip.
6. I will have access to the laptop on Wednesday of next week (May 4th) as Dell wants me to do a factory reload. I can run the SSU at that time and post the report prior to the reload.

Doug

[dduehning]

I was able to get access to the laptop early - here is the SSU file.

[AndrewG_Intel]

Hello dduehning

Thank you for your response and for all the information.

We understand that you are going to do a factory reset of the laptop (requested by DELL* Support). In addition to that, you may also try the following steps (you may try this before the factory reset but you may also consult with DELL Support if they recommend trying this after the factory reset):

1- In order to discard driver issues, please perform a Clean Installation of Intel® Graphics Drivers in Windows* using the customized driver from DELL* website: Intel Iris Xe Graphics Driver Version 30.0.100.9955, A04.

If the behavior persists, please try a new Clean Installation of Graphics Drivers but this time using the latest generic Intel® Graphics – Windows* DCH Driver Version 30.0.101.1660.

If the issue is the same after the clean installation of both drivers (latest driver from Dell* and latest one from Intel), let's try with an older driver just for testing purposes to see if the behavior is different. For instance, you may try Dell's driver Version 27.20.100.9749, A04, or Intel's drivers 30.0.100.9805 or an older version 27.20.100.xxxx.

2- Based on the Intel® SSU report, the system is running a BIOS version 1.16.1. Based on Dell's website, there is a newer version available, the latest is Version 1.17.2. We recommend checking with Dell* Support for assistance to update the BIOS and review installation steps and any other relevant information regarding this BIOS update.

3- Also, checking the website for "M11-8M Document Camera" our understanding is that the software you use for it is "AVerTouch*". is this correct? Are you running the latest version of this software which is "v1.3.2061.0"? We would recommend updating the software in case you're running a previous version.

We will be looking forward to hearing back from you with feedback about the outcome of the steps.

Best regards,

Andrew G.

Intel Customer Support Technician

[dduehning · Accepted solution]

Ok, so here's what today brought:

I tried the suggestion of uninstalling the current XE graphics driver, rebooting and then reinstalling the Dell original driver.  This resulted in the same issue - as I had mentioned doing that already, I knew it wouldn't work.  I then removed that driver and installed the newest Intel driver as recommended.  Again, having already done that, I knew the outcome would be the same and it was.  Still flickering.

I then started troubleshooting further down the line.  This laptop was connected to a Dell WD15 dock.  I removed the docking station, rebooted the laptop and had no flickering issues.  As soon as I plugged in the docking station, the flickering started.  I then looked to Dell for a firmware update for the dock.  I updated that, rebooted and tried again.  Still had flickering as soon as the dock was installed.  I then updated the bios on the laptop.  No more flickering.  I believe it's this combination - dock firmware and laptop firmware update that remedied the issue.  It was interesting to me that, prior to the firmware updates, the device believed it was plugged into the dock even though it wasn't.  Possibly part of the issue, possibly not. 

Regardless, this was not a graphics driver issue, despite presenting as if it were. 

[AndrewG_Intel]

Hello dduehning

Great!, we are glad to know that the issue has been solved after updating the BIOS and the Dock firmware. Thank you for sharing this feedback with us. Hopefully, it may also help other users having a similar issue.

Since the thread has been marked as "Solved" we will proceed to close it 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