Iris xe doesn't work on gateway gwtc51427 and show's like uhd graphics

[BogdanK]

Hello and thank you for your attention,
I have such a problem, I have a Gateway GWTC51427 laptop with a 1235u processor, it has 8 GB of RAM installed Row of chips, in 2-channel mode, before I changed Windows,  then Intel Iris xe graphics was displayed, now Uhd graphics is displayed, I updated the drivers and looked in the bios, it does not want to become intel iris xe. Now i use windows 11 last version, all programs says i have dual channel( 2 x 64-bit)

This is output in CMD console
C:\Windows\system32>wmic memorychip get devicelocator, manufacturer
DeviceLocator Manufacturer
Controller0-ChannelA Micron Technology
Controller0-ChannelB Micron Technology
Controller0-ChannelC Micron Technology
Controller0-ChannelD Micron Technology

[ACarmona_Intel]

Hello BogdanK,

Thank you so much for posting in our Intel communities.

We understand that you are having concerns with your system, as it shows Intel UHD instead of Intel Iris Xe, which should be since your processor is i5-1235U.

i5-1235U: https://www.intel.com/content/www/us/en/products/sku/226266/intel-core-i51235u-processor-12m-cache-up-to-4-40-ghz-with-ipu/specifications.html

You have mentioned that you have already tried updating the drivers and navigating into BIOS; however, the system does not allow you to change from Intel UHD to Intel Iris XE.

In regard to that, may you please let us know the exact steps you took when inside the BIOS? so that we may perhaps be aware of your BIOS's settings.

By the way, here's how to select your preferred graphics card in Windows 11 inside the BIOS:

1. Restart your computer and press the BIOS key (usually F2 or Delete) repeatedly as soon as the computer starts up.
2. Once in the BIOS, navigate to the Advanced or Settings menu.
3. Look for the option to change the graphics card.
4. Select the graphics card you intend to use.

Furthermore, please provide a photo showing the options to change your graphics card when you are inside the BIOS.

Thank you, and have a great day ahead!

Best regards,

Carmona A.

Intel Customer Support Technician

[BogdanK]

This is my screenshot's from bios, This is screenshot's from advanced, chipset.

                          

[ACarmona_Intel]

Hello BogdanK,

Thank you for the information provided.  

We will do further research on this matter and post the response on this thread once it is available.

Have a fantastic day, and thank you very much for your patience and understanding!

Best regards,

Carmona A.

Intel Customer Support Technician

[BogdanK]

Hello CarmonaA,

Okay, thanks for the answers, I will look forward to your solution to this problem

And again thank you for your attention.😉

[ACarmona_Intel]

Hello  BogdanK,

Thank you so much for patiently waiting on our response.

We have already done further research on our issue, and it is best advised that you contact your OEM. However, you may also try the following steps below and check if they will help us resolve the issue: 

1. If possible, try to roll back to the previous version of the graphics driver.

You can refer to this article on "How to Roll Back a Driver to a Previous Version in Windows® 10 and Windows 11*" to understand the process.

2. Please try installing the recently published graphics driver version 31.0.101.5194_101.5252.

3. If the issue persists, try the other driver version, 31.0.101.5085_101.5122 WHQL Certified, as we can see that you are currently using driver version 31.0.101.5186. 

To better understand why we are recommending these steps, you may check the following links below:

• "Why Does an Intel® Iris® Xe Graphics Eligible System Show It Is Using Intel® UHD Graphics?"
• "Intel® Iris® Xe Graphics Shows as Intel® UHD Graphics in the Intel® Graphics Command Centre and Device Manager"

Additionally, as per our records, there is no driver available for your computer on the Gateway website. We recommend that you download the driver from your OEM's website, as it is custom-made for your computer. For more information, you may contact your OEM by using this link: https://gatewayusa.com/contact/contact.html.

Thank you for your understanding, and have a great day ahead. 

Best regards, 

Carmona A.

Intel Customer Support Technician

[BogdanK]

  Hello CarmonaA,

Installed two of this versions, still don't work, i rolled back my driver before instalation, did clean installation, but still don't work after all this manipulation.

[ACarmona_Intel]

Hello BogdanK,

Thank you so much for the response.

It is best that you contact your OEM, or original equipment manufacturer, HP, regarding the issue we have, as you have already followed our troubleshooting instructions and the problem still persists. 

Your OEM or HP may have changed features, added customizations, or made other changes to some components for better compatibility with your system.

In order to get in touch with the manufacturer of your system, kindly click the provided link: https://support.hp.com/my-en

Thank you, and have a great day ahead!

Best regards, 

Carmona A.

Intel Customer Support Technician