Loop boot after install driver

[MahmoudZatout]

Hello, my MSI Cyborg 15 A12VF laptop has a problem. When I enable the integrated Intel UHD graphics card, the laptop gets stuck in a boot loop and won't turn on. Uninstalling the driver from Safe Mode makes the laptop work normally, but without the graphics card, it's weak and slow. I've tried both the MSI and Intel drivers, old and new, but the problem persists. I even reinstalled Windows, but the problem remains. I've tried everything, and it's still the same.

[DeancR_Intel]

Hi MahmoudZatout,

Thank you for contacting Intel regarding the boot loop issue you're experiencing with your MSI Cyborg 15 A12VF laptop when enabling the integrated Intel UHD graphics card. I understand how frustrating this situation must be, especially when the system works normally without the graphics driver but performs poorly.

Since you're experiencing this issue on an MSI laptop, I'd like to inform you that as an OEM (Original Equipment Manufacturer) system, MSI provides customized drivers and BIOS configurations specifically optimized for their hardware. For the best compatibility and support, I recommend contacting MSI directly if the issue persists, as they have the most comprehensive knowledge of their system's specific configuration and any known compatibility issues.

However, I'm happy to assist you with some general troubleshooting steps. First, please try downloading the graphics driver specifically from MSI's support website for your exact model: https://www.msi.com/Laptop/Cyborg-15-A12VX/support?sub_product=Cyborg-15-A12VF#driver

Before installing any new driver, could you please let me know if you've tried using DDU (Display Driver Uninstaller) to completely remove all graphics drivers before reinstalling? Also, have you attempted any other troubleshooting steps such as updating your BIOS to the latest version available from MSI, or checking if there are any specific installation procedures recommended by MSI for graphics drivers?

Please let me know the results of these steps, and I'll be happy to provide additional guidance.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[MahmoudZatout]

Thank you for the quick reply.
I tried all of the steps you mentioned, and they didn't work for me.
If you have any further solutions, please let me know.
Is my problem software-related or potentially hardware-related, and how can I confirm this without opening the device?

[DeancR_Intel]

Hi MahmoudZatout,

Thank you for confirming that you've tried all the troubleshooting steps I mentioned, including DDU, BIOS updates, and MSI-specific drivers. I understand your concern about determining whether this is a software or hardware-related issue.

Given that you've exhausted the standard software troubleshooting options and the boot loop issue persists specifically when enabling the Intel UHD graphics, this could potentially indicate either a hardware compatibility issue or a deeper system-level configuration problem that requires manufacturer-specific expertise.

Since this is an MSI OEM system with their customized BIOS and hardware configurations, and the standard troubleshooting steps haven't resolved the issue, I strongly recommend contacting MSI support directly.

MSI support will be best positioned to determine if this is a software configuration issue or if there's a hardware-related problem, and they can guide you through manufacturer-specific diagnostic steps without requiring you to open the device.

Best regards,

Dean R.

Intel Customer Support Technician

[VonM_Intel]

Hello MahmoudZatout,

Have you had a chance to review my previous response? Please let us know if you require any further assistance. I'm here to help.

Best regards,

Von M.

Intel Customer Support Technician