Issue with Iris Graphics Driver

[serpka79]

I have a HP Pavilion laptop with Iris Plus.  Since new it has been updated to windows 11 and had no issues with the graphics driver.  The issue started when the hard drive went out and I had to replace.  I had to reinstall windows with a bootable usb.  After that the screen worked but it would sometimes go out (black) when I moved the mouse with the touchpad or an external mouse.  I can get the screen to come back on if I use only the touchscreen as a mouse.  The mouse function works fine if I only use the touchscreen.  The other issue is that I can't plug in an external monitor.  I have tried both the hdmi port and I also have a usb to hdmi adapter, neither makes the second monitor appear.

I have downloaded two versions of Iris drivers that I have done a clean install with.  I also tried going into a safe mode and doing a clean install.  The issue is corrected by doing the reinstall of the driver.  But after a few restarts the issue returns.  The two instances of the driver I have downloaded are gfx_win_101.2115 and gfx_win_101.2134.  I have also tried doing a reset of windows but again after a few restarts the issue returns.  I think there's some windows updates going on after the install the of the graphics driver that is causing this issue but I don't want to mess with having to apply this update but not that one.  

Is there a better way that I can resolve this?

[RobbieR_Intel]

Hello serpka79,

Thank you for reaching out. I understand that you are encountering display issues with your HP Pavilion Laptop that has the Iris Xe Plus as its Integrated Graphics. Since the driver keeps on changing upon a system reboot, it may be possible that Windows Update is making it update. Please try the following steps:

First, try installing the latest graphics driver version over the version Windows* update installed. Make sure you do not uninstall the version Windows* Update previously installed.

Before starting the process, make sure that the operating system version is an official release, not a Microsoft Insider program build. This procedure will need to be followed again after a major Windows OS installation; for example, when upgrading from Windows 11 21H2 to 22H2.

In case the workaround above does not work, you can manually install the graphics driver using the following steps:

1. Download the appropriate driver for your system from the appropriate link below:

• 6th Gen Intel® Processor Graphics
• 7th-10th Gen Intel® Processor Graphics
• Intel® Arc™ Graphics and 11th generation or newer Intel® Processor Graphics
• Intel® Arc™ Pro Graphics

1. Click the Download button to download the .exe file.
2. Run the downloaded .exe.
3. During the installation process, when you reach the Install stage, click the Customize button.
4. Make sure not to enable the Execute a clean installation check box.
5. After finishing the driver installation, click the Optional reboot button

Temporarily disable Windows Updates:

1. Open Settings.
2. Click Update & Security.
3. Click Windows Update.
4. Click Advanced options button.
5. Under the Pause updates section, use the drop-down menu to select how long to disable updates.

If the issue still persists, please let me know so that I may assist you further.

Best Regards,

Robbie R.

Intel Customer Support Technician

[serpka79]

I did what you suggested and have restarted 5 times so far and the issue with the mouse hasn't returned.  

But plugging in a second monitor still doesn't work.  I have verified that the monitor and cable is good on another computer.  I got the screen to resize once after you plug in the second monitor, but it never came on and says no signal and then just goes into power saving mode.  I did try connecting to a wireless display and that did work. 

[LeonWaksman]

Hi @serpka79 

After reinstalling Windows 11 the first driver to be installed (and before installing the Graphics Driver, or any other driver) should be the Intel Chipset Device Software Driver. 

Leon

[serpka79]

Since I already installed windows I did a windows reset and then right after that was complete, I installed the chipset software that you suggested.  Then I reinstalled the graphics driver (not doing a clean install).

Not sure if doing it this way would have the same effect as the way you stated but second monitor still doesn't get recognized.  So far haven't seen the same issue with the mouse return.  

[LeonWaksman]

I don't know the reason why the external monitor is not working. Any way, as I understand that the laptop screen is now working. You should be aware that sometime the Graphics Driver for laptop is customized by the OEM and therefore it is advised to download the driver from the OEM site, rather than to install Intel Generic Graphics Diver.  In addition, after reinstalling Windows, you should installing also other drivers (from OEM site). For example: Intel Management Engine Consumer Driver, Serial IO Driver, TB Driver (if any).

Leon

[RobbieR_Intel]

Hello serpka79,

Thank you for trying my recommendation. Since you are not able to use your current External Monitor, I would like to request for an SSU Log to further investigate.

Please generate an SSU report to help me further analyze important details on your system. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

This would greatly help as we further investigate the issue you're encountering.

Best Regards,

Robbie R.

Intel Customer Support Technician

[serpka79]

Attached is the log requested.  Thanks for your help.

[RobbieR_Intel]

Hello serpka79,

Thank you for patiently waiting. Upon a further review of your System Support Utility Log, I have noticed that you are currently using the Driver Version, 31.0.101.2134. Kindly download the latest driver available, ⁠31.0.101.2135.

Please follow the following steps to perform a Clean Installation of the said Driver:

1. Open the Device Manager using the steps provided for your operating system:

• Windows 11*/10*/8.1*: Right-click the Windows Start button. Select Device Manager.
• Windows 7*: Click Windows Start, click Run, type: devmgmt.ms

1. Expand the Display adapters section.
2. Identify the Intel Graphics device among the options listed.
3. Access Download Center, search for the Intel® Graphics model identified in step 3 using the Search box located in the top-right corner.
4. Select the driver from the list that is designated for the operating system (Windows 11/10, 8.1, or 7).
5. Download the .exe file.

Execute a Clean Installation During Driver Installation

1. Click the .exe to initiate the driver installation.
2. Agree to the Intel Software License Agreement.
3. Click the checkbox to Execute a clean installation.
   1. A clean installation removes all old drivers and restores Intel settings to the default value
4. Click Start to begin the install.
5. Reboot the system if prompted.

If the above method cannot resolve the issue, try to use Display Driver Uninstaller to uninstall the graphics driver first, refer to:

How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver

If the issue still persists, kindly let me know so that we may continue to further investigate the issue being encountered.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[serpka79]

I tried the above, but issue still exists with second monitor not activating.  I have not seen the issue with the mouse return.

[SeanD_Intel]

Hello serpka79,

Thanks for the response and for trying the recommendation. With that, kindly share with me the following for a better understanding.

• Does the issue also happen if you are using a Windows 10 OS using the OEM drivers from HP?
• Does the issue happen if you are using a Windows 10 OS using the drivers from Intel® 7th-10th Gen Processor Graphics?

Also, to further study the issue, kindly provide us another scan of Intel® System Support Utility for Windows.

Looking forward to your response.

Best Regards,

Sean Lemuel D.

Intel Customer Support Technician

[serpka79]

Attached is the scan you requested.  I'm not sure you are asking about the graphics driver.  The drivers I have used show both windows 10 and 11 as acceptable OS.  I have only had windows 11 on this laptop since the issue has occurred.  Do you think I should try reverting back to windows 10.  (If you are I don't know how to do that.)

I have tried a few different versions of the IRIS graphics drivers that I could find but none of them have made the second monitor hdmi port work.  The only thing that has helped is disabling windows updates which then makes it so the issue with the mouse doesn't reappear.  

[AlHill]

Just curious - why  are you running legacy bios?

Doc (not an Intel employee or contractor)
[W10 is this generation's XP]

[SeanD_Intel]

Hello serpka79,

Thanks for providing the requested file, I appreciate your effort for providing this.

Regarding the use of the updated drivers using Windows 10, it was only to know whether the issue would occur on the said operating system. But for now, I will look further into this internally and get back to you once I have any other recommendations to resolve the issue.

Best Regards,

Sean Lemuel D.

Intel Customer Support Technician

[RobbieR_Intel]

Hello serpka79,

Thank you for patiently waiting as we further investigate. Since you did a fresh installation of Windows, it would be highly beneficial for you to visit HP Pavilion 15-cs3000 Laptop PC Series (Your Laptop Manufacturer's Website) to download and install all necessary drivers, especially the chipset drivers and BIOS updates. These components are crucial for ensuring system stability and compatibility with external devices. Please let us know if you need further assistance or if the issue persists after following these recommendations.

Your patience and diligence are greatly appreciated. I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello serpka79,

I wanted to follow up to see if you had a chance to look over the information I posted. Your feedback at your earliest convenience would be greatly appreciated so we can move forward with resolving this matter.

Best Regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello serpka79,

Since I haven't received a response from you, I will now close this inquiry. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Best Regards,

Robbie R.

Intel Customer Support Technician