Laptop backlight not turning on with latest Intel XE graphics driver

[paperclip]

Last week I updated my Lenovo ThinkPad t14 Intel (21AH00BUMH) to the latest Intel Graphics Driver 31.0.101.5084 for the Iris Xe Graphics through the IDSA client. I never chose for a "clean install". After installing this driver, I had issues with my backlight not turning on after opening the lid. The screen stayed black, however I could see the screen contents with a flashlight. The keyboard buttons to increase/decrease brightness had no effect. The backlight turned on again after rebooting the laptop .

On the driver webpage, Intel requests to report any issues with this driver directly to Intel. Could this be a related issue? I never noticed this problem with version 31.0.101.5081, version 31.0.101.4953 or the latest 31.0.101.4575 OEM driver.

[Alberto_R_Intel]

paperclip, Thank you for posting in the Intel® Communities Support.

We will be more than glad to assist you with this matter. 

In order for us to provide the most accurate assistance on this scenario, if it is possible, please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[paperclip]

Hi Albert,

Thanks for your response. In the meantime I downgraded the graphics driver to the latest OEM version 31.0.101.4575 to see if that helps. 

In the attachment you will find the SSU report.

Best regards,

Paperclip

[Alberto_R_Intel]

Hi paperclip, Thank you very much for sharing the SSU document.

Based on the information shown in the SSU report, we can confirm that the graphics driver version currently installed on your computer is 31.0.101.4575. Which is provided by Lenovo and should be the proper driver for your device since it contains the customizations done by them. It is great to hear that you are currently testing that driver version now. We suggest to do a clean installation of that driver following the instructions in the links below:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Driver:

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/thinkpad-t-series-laptops/thinkpad-t14-gen-3-type-21ah-21aj/downloads/driver-list/component?name=Graphics%20Processing%20Units%20%28GPU%29%20and%20Server-AI%20Accelerators&id=635380F4-448F-4129-AA77-265289D96F6F

Additionally, we recommend to get in contact directly with Lenovo Support to make sure the latest BIOS version is currently installed in your machine or, if necessary, to gather the instructions on how to update it:

https://support.lenovo.com/us/en

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello paperclip, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello paperclip, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician

[paperclip]

Hi Albert,

Thanks for your replies. Since the backlight issue was an intermittent issue, I tested a little bit longer to see if it was actually resolved. The backlight is working fine since I installed the OEM graphics driver. Therefore, I don't think a clean install is still relevant.

I may still have a few questions:

• Intel asked to report any issues with the latest Intel driver directly to Intel. I can imagine that feedback is valuable for driver developers. Is this topic the correct way to reach them if neccessary?
• I understand that OEM drivers may contain customizations, but according to https://www.intel.com/content/www/us/en/support/articles/000096252/graphics.html  these OEM customizations should only be lost when doing a clean install of an Intel provided driver. Is this correct?

Best regards,

Paperclip

[Alberto_R_Intel]

Hi paperclip, You are very welcome, Thank you very much for your response.

Perfect, it is great to hear that after installing the OEM graphics driver the backlight is working with no problems.

The Intel® graphics drivers are generic, they do not contain the customizations done by the manufacturer of the laptop. So yes, the customizations will be lost when installing an Intel® graphics driver.

And you are correct, to report any issues with the latest Intel® driver you can do so here, or by contacting Intel® directly through any of our support channels:

Chat support:

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat

For phone support, depending on your location, you will see the contact information on the links below:

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).

Regards,

Albert R.

Intel Customer Support Technician