Problem with integrated GPU in HX13980 processor

[TommyBui]

Hello,

I would like to ask if anyone has problem with iGPU for HX13980 laptop processor when it comes to displaying artifacts like part of previous pages in Chrome when GPU acceleration is turned on? The same problem occurs in software that uses hardware graphics acceleration, but much less than in Chrome. I tried to ask Windows support community, but they told me to try changing an option in my Asus Rog Strix G16 bios, that is not available. The only option is to ask Intel I guess, since the Microsoft tech support told me that iGPU probably is not getting enough power to display graphics properly. This motherboard has been replaced about 7 months ago due to some problems with iGPU as well. Hope someone can give some tips or connect me with Intel support for this matter.

[RandyT_Intel]

Hi @TommyBui,

Thank you for posting in the community. To help us investigate further, please provide the additional information listed below so we can perform root cause analysis and isolate the issue.

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• Does this happen with dedicated GPU only, or can you disable iGPU and use discrete GPU exclusively?
• What happens when you disable hardware acceleration in Chrome?
• Does this occur on both AC power and battery, and what are your CPU/GPU temperatures during artifacts?
• Does this happen immediately after boot or only after extended use/high GPU load activities?
• Can you connect an external monitor to your laptop and check if the display artifacts appear on the external screen as well?
• Can you boot into Windows Safe Mode and check if the display artifacts still occur when running Chrome or other applications that previously showed the issue?
• Do you see any display artifacts, corruption, or visual anomalies when you're in the BIOS/UEFI setup screen (before Windows loads)?
• Can you take a clear photo with your phone showing the exact artifacts you're seeing on your laptop screen?
• Can you create a 3-minute screen recording showing exactly how to reproduce the display artifacts from start to finish?

I look forward to your response and am committed to resolving your issue promptly. 

Best regards,  

Randy T.  

Intel Customer Support Technician  

[TommyBui]

Hi @RandyT_Intel 

Thanks for reply. I cannot test too much right now as the issue is not that prevalent. This happens most often when I use Tiktok studio. Then when I try use other page such as Google, the artifacts start to appear showing parts of Tiktok site. However, I can see the same issue occurs when using Visual Studio Code, where part of the text is obscured when using the mouse on the text elements.

1. I have attached the SSU log.
2. This happens only when GPU acceleration is enabled for iGPU. I use Optimus so I don't change to dedicated GPU
3. When I disable hardware acceleration in Chrome the issue doesn't occur.
4. I am using on AC power for my laptop. CPU temperature is about 60 C normally and GPU is 48 C normally.
5. This is happening even right after the boot.
6. I cannot connect it to external monitor since I don't have one.
7. I will check if necessary
8. No there are no artifacts in BIOS
9. The issue is not appearing often so it is hard to record
10. I will record it if it happens more often.

Hopefully, I have provided enough information to fix it after some time.

[RandyT_Intel]

Hi @TommyBui,

Please update your BIOS to the latest version available on your system manufacturer’s website. Once the update is complete, let me know if the issue still persists.

Best regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @TommyBui,

Have you had a chance to try the troubleshooting steps I provided? Please let me know if there have been any changes or improvements so I can determine the next best course of action. 

Looking forward to your update. 

Best regards,  

Randy T.  

Intel Customer Support Technician