Is it software or hardware error

CAye0 · ‎11-06-2019

I have bought a mi notebook air 2018 since

Last 6 months ago.One day it was shuting down while I used facebook.After that,I tried to open it.

laptop opened again but window might be damaged.So I installed new window on it.After the installation,I can't install intel HD driver.When I install intel hd graphic driver ,my laptop appers blue screen error and window damages again.all drivers are correct and updated.I used all of those drivers before this problem.My intel hd driver is uhd620 for 8th gen of cpu.I install up to date window and drivers for many times but the probel still remain and same.

AdrianM_Intel · ‎11-06-2019

Hello CAye0,

Thank you for posting on the Intel® communities.

To better assist you with your request, I will ask you some questions:

What is the complete model of your computer?
Can you please share with us the link that you are using to download and install the drivers?
Does the blue screen happen only when you install the Intel® Graphics drivers or randomly?
Please provide pictures/screenshots of the blue screen of death.
if you are able to get into Windows, can you please generate the following reports and attach them to the thread?

Steps to generate the reports:

1. Intel® System Support Utility (Intel® SSU)
Intel® SSU Download link
Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
Click on the menu where it says "Summary" to change to "Detailed View".
To save your scan, click on "Next", then "Save".

2. DXDIAG

Go to Start > Run or Windows Key + R.
On the Run prompt, type "dxdiag" then click OK.
On the DirectX Diagnostic Tool window, click on Save All Information.
Browse to a folder, type in a filename then click Save.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

AdrianM_Intel · ‎11-12-2019

Hello CAye0,

Were you able to check the previous post?

Let me know if you need more assistance.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

CAye0 · ‎11-14-2019

Thanks kindly ,my error still remains the same.I will sent the feedback.Now my laptop adapter is not working and I can't recharge.I'm going to buy new adapter and I will reply soon thanks kindly

AdrianM_Intel · ‎11-14-2019

Hello CAye0,

Thank you for your answer.

I understand your laptop's power adapter is not working now, so I will wait for your reply to further assist you once you have it working again!

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

AdrianM_Intel · ‎11-19-2019

Hello CAye0,

Were you able to check the previous post?

Let me know if you need more assistance.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

AdrianM_Intel · ‎11-22-2019

Hello CAye0,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel