Malfunctioning graphics card: Intel(R) UHD Graphics 630

[jjho91]

Hello,

I'm having a problem that has to do with the Intel graphics card in my Dell XPS 15 7590. I'm not sure if it has to do with the card itself or a driver that I have installed, but I'm pretty certain it has to do with the Intel graphics card.

The problem:

Videos are suddenly quite choppy, there's substantial artifacting around dark colors when watching video, and a variety of dark colors are frequently incorrectly displayed as a muted dark green. None of these things happened a few weeks ago, and these problems all go away as soon as I disable my Intel graphics card through the Device Manager. Strangely, the problems also go away whenever I tweak any display setting in the Intel Graphics Command Center, but the problems come back once I reboot my computer. I shut my computer off at least once a day and I work in an industry where color accuracy is essential, so I do have to figure this one out. 

I've tried replacing the Intel driver with an older one, I've tried using the Command Center vs the Control Panel, I've tried using different Nvidia drivers (as Nvidia is my second graphics card), and I've run the Intel Processor Diagnostic Tool (found here) and no problems were found with the card. Perhaps it doesn't have to do with the card itself, but rather the way that the card is configured on startup. Any ideas on how to fix this, or what the problem is?

Thank you

J

Thank you

[Jean_Intel]

Hello jjho91,

Thank you for posting on the Intel️® communities.

Perform a clean installation, installing the latest driver version available for your unit on the Dell Website, driver 30.0.101.1404, A08. Note that sometimes corrupted files from previous installations of drivers can linger on a system which can cause driver updates not to work as expected.

In case the issue still persists after clean installing the driver, and to better assist you, please provide us with the following:

• Is this issue present on the embedded laptop display?
• If the problem is within the internal display, could you try using an external one?
• Have you tried only running the integrated graphics?
• To better investigate this issue, create a report using the following tools:
•  Intel®️ System Support Utility (Intel®️ SSU):
  • Download the Intel SSU
  • Open the application and click "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 it to "Detailed View."
  • To save your scan: click "Next"; then "Save."
•  Intel® Graphics Command Center:
  • Open the Intel Graphics Command Center
  • Navigate to the Support tab
  • Select System Diagnostic
  • Click Generate Report
  • Select Save and name the output file.

Best regards,

Jean O.

Intel Customer Support Technician

[jjho91]

Hi Jean,

I did my best to follow your instructions and hopefully this answers your questions. Dell's installer for the Intel driver 30.0.101.1404 doesn't provide a "clean installation" option like some of the driver installers found on the Intel website. So, I went ahead and did a clean uninstallation of my Intel display driver using the Display Driver Uninstaller and then installed the Intel driver 30.0.101.1404, AO8 that I downloaded from the Dell site. Incredibly, when I do this, the artifacting goes away and the color distortion goes away too; I'm able to use my second monitor, and everything seems to be normal. However, when I restart my computer, after about three minutes my screen flashes on and off a few times and the color distortion and artifacting returns.

I've been troubleshooting this issue for multiple days now, and I've noticed that my preexisting Intel display driver--whichever one I have downloaded at any given point in time--it always seems to redownload (or perhaps reconfigure) itself when I try to uninstall it. I'm not sure if that's normal, but it's something I've noticed.

To answer your questions in order:

- This issue is present on the screen that's physically attached to my laptop. It's the laptop screen.

- The artifacting and color distortion is not visible on my second monitor. 

- I'm not really sure what this question refers to, but if you're referring to the "integrated graphics" option within the NVIDIA control panel 3D settings, setting the preferred graphics processor to "integrated graphics" doesn't seem to change anything.

I'm attaching the tools' output below. Just so you know, I did the following actions (in order) just prior to using the tools:

- Used Display Driver Uninstaller in SafeMode to remove preexisting Intel Driver

- Restarted computer

- Installed Intel driver 30.0.101.1404, A08 (problem went away)

- Restarted computer (problem returned)

- Tried reinstalling Intel driver 30.0.101.1404, A08 (problem persists and doesn't go away)

Thank you for helping!

[jjho91]

Hi Jean,

I did my best to follow your instructions and hopefully this answers your questions. Dell's installer for the Intel driver 30.0.101.1404 doesn't provide a "clean installation" option like some of the driver installers  found on the Intel website. So, I went ahead and did a clean uninstallation of my Intel display driver using the Display Driver Uninstaller by Guru3D and then installed the Intel driver 30.0.101.1404, AO8 that I downloaded from the Dell site. Incredibly, when I do this, the artifacting goes away and the color distortion goes away too; I'm able to use my second monitor, and everything seems to be normal. However, when I restart my computer, after about three minutes my screen flashes on and off a few times and the color distortion and artifacting returns.

I've been troubleshooting this issue for multiple days now, and I've noticed that my preexisting Intel display driver--whichever one I have downloaded at any given point in time--it always seems to redownload (or perhaps reconfigure) itself when I try to uninstall it. I'm not sure if that's normal, but it's something I've noticed.

To answer your questions in order:

- This issue is present on the screen that's physically attached to my laptop. It's the laptop screen.

- The artifacting and color distortion is not visible on my second monitor. 

- I'm not really sure what this question refers to, but if you're referring to the "integrated graphics" option within the NVIDIA control panel 3D settings, setting the preferred graphics processor to "integrated graphics" doesn't seem to change anything.

I'm attaching the tools' output below. Just so you know, I did the following actions (in order) just prior to using the tools:

- Used Display Driver Uninstaller in SafeMode to remove preexisting Intel Driver

- Restarted computer

- Installed Intel driver 30.0.101.1404, A08 (problem went away)

- Restarted computer (problem returned)

- Tried reinstalling Intel driver 30.0.101.1404, A08 (problem persists and doesn't go away)

[jjho91]

Hi Jean, 

I'm trying to reply to this post but for some reason my replies aren't going through.

Julian

[jjho91]

Hi Jean,

I did my best to follow your instructions and hopefully this answers your questions. Dell's installer for the Intel driver 30.0.101.1404 doesn't provide a "clean installation" option like some of the driver installers found on the Intel website. So, I went ahead and did a clean uninstallation of my Intel display driver using the Display Driver Uninstaller and then installed the Intel driver 30.0.101.1404, AO8 that I downloaded from the Dell site. Incredibly, when I do this, the artifacting goes away and the color distortion goes away too; I'm able to use my second monitor, and everything seems to be normal. However, when I restart my computer, after about three minutes my screen flashes on and off a few times and the color distortion and artifacting returns.

I've been troubleshooting this issue for multiple days now, and I've noticed that my preexisting Intel display driver--whichever one I have downloaded at any given point in time--it always seems to redownload (or perhaps reconfigure) itself when I try to uninstall it. I'm not sure if that's normal, but it's something I've noticed.

To answer your questions in order:

- This issue is present on the screen that's physically attached to my laptop. It's the laptop screen.

- The artifacting and color distortion is not visible on my second monitor. 

- I'm not really sure what this question refers to, but if you're referring to the "integrated graphics" option within the NVIDIA control panel 3D settings, setting the preferred graphics processor to "integrated graphics" doesn't seem to change anything.

I'm attaching the tools' output below. Just so you know, I did the following actions (in order) just prior to using the tools:

- Used Display Driver Uninstaller in SafeMode to remove preexisting Intel Driver

- Restarted computer

- Installed Intel driver 30.0.101.1404, A08 (problem went away)

- Restarted computer (problem returned)

- Tried reinstalling Intel driver 30.0.101.1404, A08 (problem persists and doesn't go away)

[jjho91]

Hi Jean,

I did my best to follow your instructions and hopefully this answers your questions. Dell's installer for the Intel driver 30.0.101.1404 doesn't provide a "clean installation" option like some of the driver installers found on the Intel website. So, I went ahead and did a clean uninstallation of my Intel display driver using the Display Driver Uninstaller by Guru3D and then installed the Intel driver 30.0.101.1404, AO8 that I downloaded from the Dell site. Incredibly, when I do this, the artifacting goes away and the color distortion goes away too; I'm able to use my second monitor, and everything seems to be normal. However, when I restart my computer, after about three minutes my screen flashes on and off a few times and the color distortion and artifacting returns.

I've been troubleshooting this issue for multiple days now, and I've noticed that my preexisting Intel display driver--whichever one I have downloaded at any given point in time--it always seems to redownload (or perhaps reconfigure) itself when I try to uninstall it. I'm not sure if that's normal, but it's something I've noticed.

To answer your questions in order:

- This issue is present on the screen that's physically attached to my laptop. It's the laptop screen.

- The artifacting and color distortion is not visible on my second monitor. 

- I'm not really sure what this question refers to, but if you're referring to the "integrated graphics" option within the NVIDIA control panel 3D settings, setting the preferred graphics processor to "integrated graphics" doesn't seem to change anything.

I'm attaching the tools' output below. Just so you know, I did the following actions (in order) just prior to using the tools:

- Used Display Driver Uninstaller in SafeMode to remove preexisting Intel Driver

- Restarted computer

- Installed Intel driver 30.0.101.1404, A08 (problem went away)

- Restarted computer (problem returned)

- Tried reinstalling Intel driver 30.0.101.1404, A08 (problem persists and doesn't go away)

[jjho91]

Hi Jean,

For some reason I'm not able to post my full response here. I've attached three files to this message: a screenshot of my full response to your post, as well as the two diagnostic reports. Please make sure to read the full ResponseText image, as it provides the answers to your questions.

Julian

[jjho91]

Hi Jean,

I did my best to follow your instructions and hopefully this answers your questions. Dell's installer for the Intel driver 30.0.101.1404 doesn't provide a "clean installation" option like some of the driver installers found on the Intel website. So, I went ahead and did a clean uninstallation of my Intel display driver using the Display Driver Uninstaller and then installed the Intel driver 30.0.101.1404, AO8 that I downloaded from the Dell site. Incredibly, when I do this, the artifacting goes away and the color distortion goes away too; I'm able to use my second monitor, and everything seems to be normal. However, when I restart my computer, after about three minutes my screen flashes on and off a few times and the color distortion and artifacting returns.

I've been troubleshooting this issue for multiple days now, and I've noticed that my preexisting Intel display driver--whichever one I have downloaded at any given point in time--it always seems to redownload (or perhaps reconfigure) itself after I uninstall it. I'm not sure if that's normal, but it's something I've noticed.

To answer your questions in order:

- This issue is present on the screen that's physically attached to my laptop. It's the laptop screen.

- The artifacting and color distortion is not visible on my second monitor. 

- I'm not really sure what this question refers to, but if you're referring to the "integrated graphics" option within the NVIDIA control panel 3D settings, setting the preferred graphics processor to "integrated graphics" doesn't seem to change anything.

I'm attaching the tools' output below. Just so you know, I did the following actions (in order) just prior to using the tools:

- Used Display Driver Uninstaller in SafeMode to remove preexisting Intel Driver

- Restarted computer

- Installed Intel driver 30.0.101.1404, A08 (problem went away)

- Restarted computer (problem returned)

- Tried reinstalling Intel driver 30.0.101.1404, A08 (problem persists and doesn't go away)

[n_scott_pearson]

How are you posting? Are you attempting to reply to the notification emails received? If so, that may be why. It may be my imagination, but it seems that the SPAM filters kick in on these more easily, especially if external links or attachments in the email. Just don't do it. Properly log into the Community and respond there - and, when posting the reply, do not get confused and click on any of the Reply buttons; you need to use the Post Reply button, below the edit window, to do the actual posting of your response.

That said, it seems that your replies were actually getting through all along, perhaps being visible slower than you are expecting. If the SPAM filters kick in, the post will be held up until a moderator can look at the contents and release. This is NOT going to happen as quickly on the weekend (counter intuitive, I know).

...S

[jjho91]

Hey @n_scott_pearson, I've been using the Post Reply button. I tried to post these Friday night and all of them became visible a few hours ago. I'm unable to delete them now. Sorry about this, @Jean_Intel!

[Jean_Intel]

Hello jjho91,

Thank you for the information provided. 

We will proceed to check the issue internally and post back soon with more details.

We understand that you were having trouble posting in the communities. There is no need to apologize, and the responses are now available.

Best regards,

Jean O.

Intel Customer Support Technician

[jjho91]

Thank you so much! I believe I've reached the limit of what I'm able to do as a non-specialist, so I really do appreciate you helping with this. 

Not sure if this is helpful, but just to give a sense of the magnitude of the problem, this is my screen viewing the same screenshot, with and without artifacting:

The top picture is what my screen looks like after I've restarted my computer normally, and the bottom picture is what my screen looks like when I've done the uninstallation/re-installation process and not restarted my computer.

Julian

[Jean_Intel]

Hello jjho91,

Thanks for waiting for the response

Since this issue is not present on an external display, and it only occurs on the laptop display, we recommend you contacting with Dell Support for further recommendations. The OEM may be able to do a hardware inspection in case it is necessary.

Best regards,

Jean O.

Intel Customer Support Technician

[jjho91]

Hey Jean,

I've spoken to a few different Dell about representatives about this, and most of them seemed to be confused about even some of the more basic stuff. Most of them didn't understand that I was supposed to be using driver 30.0.101.1404, A08 at all, and almost all of them suggested I send the laptop in before doing any actual troubleshooting. I'm not inclined to think it's a hardware issue because all of the artifacting and color distortion on the laptop display goes away completely (but temporarily) when I do the proper uninstallation process in Safe Mode, and this suggests to me that this is a software problem having to do with startup processes and auto-configuration files. (And it's only the Intel driver on my laptop that auto-reinstalls/reconfigures itself.) Is there any way to clean up the files that might be involved here? The Display Driver Uninstaller presumably only uninstalls the active Intel driver, and so perhaps there are leftover files elsewhere that I might be able to delete manually.

Thank you!

[Jean_Intel]

Hello jjho91,

Thanks for the information provided.

Let us look into this and we will get back once we have more details.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello jjho91

We appreciate your patience.

The best course of action regarding your issue is to contact  Dell Support, as we mentioned previously. We understand that your impression is that the problem may be related to software; however, if Dell support recommends you do a hardware inspection, they can have their reasoning behind this suggestion. They can also provide more efficient troubleshooting for your system specifically since they have a much better comprehension of your system.

We will now close this thread. If you need any additional information, please submit a new question, as this thread will no longer be monitored.  

Best regards,

Jean O.

Intel Customer Support Technician