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Occasional issues on apps running via integrated graphics on my Acer Nitro 5

Murilo211205
Beginner
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I own an Acer Nitro 5 (AN515-57-520Y) laptop. It has an Intel Core i5-11400H CPU with integrated graphics and a dedicated NVIDIA RTX 3050 Mobile GPU. Runs Windows 11.

I've been suffering with graphical glitches and driver crashes in different situations.

Sometimes when I'm browsing the web on Chrome the whole window goes all black for a second and then comes back. When this happens, an entry is made at Windows' Event Viewer showing that the Intel graphics driver crashed and recovered successfully.

When I'm playing a game using the dedicated GPU, and at the same time running Chrome on the integrated GPU, sometimes the browser starts to have graphical issues, such as flickering and distortions. But even when I'm not running anything on the dedicated GPU, this sometimes happen, but not as often.

For example, I remember experiencing a crash when playing a game on kogama.com, and graphical glitches when browsing the home page of imgur.com while a game was running on the background.

I've noticed all the times issues occur the integrated GPU is at 30-90% of usage, seems like it doesn't work well under some usage. I don't know if it's normal or not, but even when I'm gaming on the dedicated GPU, the integrated one gets at least 30% of usage, even when only the game is opened.

These issues, at least for now, only have happened on Chromium-based apps, like Chrome and Discord (Electron).

Also, I noticed that sites where a bunch of WebGL content or resource-intensive WebGL content is included are the ones where I most get in trouble.

For example, I can't pass the WebGL stress test (https://testdrive-archive.azurewebsites.net/graphics/webglstresstest/) and the WebGL part of the Basemark browser test (https://web.basemark.com/), both moments the driver crashes/Chrome goes all black and recovers.

Disabling hardware acceleration isn't a fix since it cuts performance from modern websites which make use of WebGL and makes watching videos a terrible experience.

My cousin bought the same laptop as me and he suffers from the same issues I mentioned.

I think it's a driver problem. The version I have installed here is 30.0.100.9864, which is the latest one Acer has made available through Windows Update.

I am willing to share as any other information possible, such as logs, pictures and videos in order to help this to be fixed as soon as possible, just let me know what is needed.

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Murilo211205
Beginner
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When these issues happen, only the program's window is affected. I was able to take a screenshot. The dedicated GPU was not in use. I was just doing normal browsing and then everything went black, this time it did not come back. Portions of the window are shown when I get the mouse on the top of them.

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Murilo211205
Beginner
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I found out that there was an update to 30.0.101.1273 available at Acer's website. Installed it. Still experiencing the same issues.

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Murilo211205
Beginner
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Reinstalling all of my Chromium-based programs, such as Chrome, Discord, Rockstar Games Launcher, Epic Games Store, etc., seems to have fixed all of the issues, at least for now. They all have a GPU cache folder which has files that are never updated, dating back to the installation date.

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Hugo_Intel
Moderator
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Hello Murilo211205


Thank you for posting on the Intel Communities. I am sorry to hear that you are experiencing issues with your laptop's graphics. Please let us know the following information:


  • Are you using an external monitor? Or, Does this issue only happen on the laptop's screen?
  • Have you tried reinstalling the affected programs?
  • Is this issue exclusive to Chrome and Discord or has it happened on different apps?
  • Are there any particular steps that you can follow to replicate this issue or is it just random?
  • Create a log file with the Intel® System Support Utility and attach it.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Murilo211205
Beginner
1,440 Views

Hello Hugo,

1. No. I'm using the laptop's screen. I don't have an external monitor.

2. Yes. That seems to have stopped most of the issues for now. But I have the feeling they will come back. When I bought this laptop, I didn't have any of the mentioned issues. After a while, they all showed up. Same occurred with my cousin, who has the same laptop as me.

3. They seem to be exclusive to Chromium-based apps, which includes Chrome, Discord, Steam, Epic Games Store, Rockstar Games Launcher, etc. I can't precise because most of the apps I use daily are Chromium-based. Almost all apps use it under the hood nowadays.

4. I tried to explain on this topic's first post most of the times issues happened. They are pretty much random, but certain actions seem to trigger them with ease.

5.  Attached.

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Hugo_Intel
Moderator
1,396 Views

Hello Murilo211205


Thank you for sharing all of this information with us. Since the issue is no longer happening after reinstalling the programs we won't be able to continue troubleshooting, the issue might have been caused by a Windows or driver update.


If the issue comes back feel free to open a new thread. Also, I would advise you to test our latest generic driver on your system version 30.0.101.4091 only in case the issue returns, you can install with a clean installation.


As a final piece of advice, in case the issue returns, it would be good to contact your system manufacturer in case there is a known issue from their side with this specific hardware.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Murilo211205
Beginner
1,388 Views
Okay. If the issues come back (I hope they won't), I'll make a new most. Thank you for the help.
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