Laptop can' boot up due to Iris Xe

[NAGL95]

Hi every one!

I have issue with Iris Xe i5-11300H (acer Predator TRITON 300SE), laptop fel in sleeping mode after that can't boot up normal still Iris Xe turned on. And it's generate krenel 41 error and BSOD.

After turning off Iris Xe in device manager laptop start boot up well without errors.

Reinstall driver's didn't help.

What possible to do else to solve problem? Or it's hardware defect?

[Stefan3D]

If that was a (usually outdated) driver from Acer's website, then try one from this list:

https://www.intel.com/content/www/us/en/products/sku/196656/intel-core-i511300h-processor-8m-cache-up-to-4-40-ghz-with-ipu/downloads.html

Otherwise keep a crash dump handy, just in case a developer asks for it

Kernel crash dumps are stored at
c:\Windows\LiveKernelReports\
c:\Windows\Minidump\

Also upload a SSU report

https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html?wapkw=ssu

[NAGL95]

Drivers was updated by Intel Dreiver & Support Assistant.

c:\Windows\LiveKernelReports\ folder was empty

c:\Windows\Minidump\ and SSU report in attachment's.

[Stefan3D]

Your mainboard BIOS is up-to-date, nothing you could do there.

Acer provides the driver 27.20.100.9565 which you could try:

https://www.acer.com/ac/de/DE/content/support-product/8852?b=1

[NAGL95]

I tried to install driver 27.20.100.9565 and it didn't work - laptop still can't boot up from sleeping mode, error 0x000000a0.

[Steven_Intel]

Hello NAGL95,

Thank you for posting on the Intel® communities.

In order to better assist you, please provide the following information:

• Were you able to boot normally from sleep mode before? If so, was there any driver/OS update or any other change that may have triggered the issue?
• Where are you seeing the kernel error 41?
• If possible, please provide a picture of the BSOD.

Best regards,

Steven G.

Intel Customer Support Technician.

[NAGL95]

Hello Steven,

• It's seems to me that this trouble begins from purchasing laptop with Win10 (March  2022). In May I update OS to Win 11 but it don't help.
• Seeing in "Event Viwer"
• i attached report from "Event Viwer" and "Reliability Monitor" with BSOD description. Then i try to awakening laptop from "Sleeping mode" display don't show anyting, OS hard restarting and in "Event Viwer" appearing new kernel event (due to Iris Xe turned on in "Device manager", without Iris Xe laptop awekaing normaly from "Sleeping mode"). Also laptop start up well with turned on Iris Xe if i "Shut down" system. If need i can record video and upload it here.

[Steven_Intel]

Hello NAGL95,

Thank you for your response.

I am going to work on this issue based on the information provided. As soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel · Accepted solution]

Hello NAGL95,

Please try installing the BETA driver 30.101.3113 (https://www.intel.com/content/www/us/en/download/19387/intel-graphics-beta-windows-dch-drivers.html)

If the issue persists, perform a fresh Windows installation. You may check this article from Microsoft for guidance https://answers.microsoft.com/en-us/windows/forum/all/how-to-perform-a-clean-install-or-reinstall-of/bf72eda1-18f6-4839-9127-2b5389d9aa48

Let me know of the outcome.

Best regards,

Steven G.

Intel Customer Support Technician.

[NAGL95]

Hello Steven,

Thanks for your suppourt, fresh Windows installation helps me (BETA driver didn't help me). Current version 27.20.100.9219 Iris Xe driver work's well (after reinstall Windows with all updates).

I will observe situation and let you know if somthing go wrong.

Also have a questiong about working of USB-C. When i plug-in docking station with Realtek RTL81528-VB-CG all USB port's on laptop disable's and after 8 min turn on.

I tasted it with three different laptops 2pcs INTEL 11th gen, 1pcs 8th gen and problem was the same on laptops with 11th gen. 

What possible to do with it?

BR.

[NAGL95]

Hello Steven,

Thanks for you support, fresh install Windows helped me (BETA driver not). Current Iris Xe driver is 27.20.100.9219 work well.

I will observe situation and let you know if something goes wrong.


Also have a question about working with USB-C. When i plug-in noname docking station with Realtek RTL81528-VB-CG all USB ports on laptop disable and after 8 min turn on.

I tasted this docking station with three laptops - 2 pcs with 11th gen, 1 pcs with 8th gen. Problem with USB observed on 2 laptops with 11th gen. Either I tasted another one docking station HP and it work well, looks like 1th gen work bad with Realtek.

What possible to do with it?

BR

[Steven_Intel]

We're glad to know the information helped. Hopefully, it will help other community members. 

Since the thread is now solved, we will close it. If you need any additional information, please submit a new question, as this thread will no longer be monitored.  

Best regards,

Steven G.

Intel Customer Support Technician.