Program hangs after display driver update

[AAaro2]

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

Application has hangs of 5-10 seconds long after updating the Intel HD Graphics drivers.

The application contains a third-party CAD display that appears to have some sort of incompatibility with newer Intel graphics drivers. If the control is disabled, the issue goes away. However this control works without issue on older display drivers.

If the drivers are rolled back, the issue goes away. If the drivers are uninstalled and the "Standard VGA" drivers are used, the issue goes away.

This was tested on many separate Dell Latitude machines with different versions of Intel on board graphics and all exhibited the issues.

Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' - This would be "Often")

Always (100%): X

Often (51-99%):

Sporadic (20-50%):

Very Sporadic (20%):

Hardware (HW)

Brand and Model of the system.

Dell Latitude E5550 (Intel HD 5500)

Dell Latitude E5570 (Intel HD 520)

Hybrid or switchable graphics system?

ie Does it have AMD or NV graphics too?

Make and model of any Displays that are used to see the issue (see note2 below). 

LFP = Local Flat Panel (Laptop panel) EFP = External Flat Panel (Monitor you plug in)

LFP

How much memory [RAM] in the system (see note2 below).

4GB

Provide any other hardware needed to replicate the issue.

ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc<td ...

[idata]

Hello aarondemarre,

Thank you for joining the Intel community. By any chance, have you tried installing the Intel® generic driver manually? Please try uninstalling the graphics driver and then reinstall it, please see http://www.intel.com/content/www/us/en/support/graphics-drivers/000005598.html?wapkw=intel+display+audio Uninstalling the Intel® Graphics Driver and Intel® Display HDMI/Audio Driver, once you uninstall this driver go ahead, restart your system, and then manually install the latest driver that Intel has released: Please see http://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html How to Manually Install a Graphics Driver in Windows 7* Download the graphics driver here: https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345 https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345 Please let me know if this makes it any better. Best wishes, Ivan

[AAaro2]

Thanks for the reply Ivan, the issue still persists when installing the driver manually.

1) Uninstalled the old driver via the "Device Manager" method in the article you linked

2) Reboot

3) Verify the "Standard VGA" driver is installed

4) Installed the latest driver manually using the method in the linked article

5) Reboot

6) Verified the driver version and date matched the driver I downloaded from your link

7) App still hangs with manually installed driver.

-Aaron

[idata]

By any chance, do you have the link where you downloaded ThermDAC, so I can test it in our lab?

Thanks, Ivan

[AAaro2]

I sent you a private message with the download link for ThermDAC, thanks for taking a look at this.

-Aaron

[IIBRA2]

i think you have to uninstall first and follow the stated above. but also check the functionabilty of you system

[idata]

Hi aarondemarre,

For some reason I did not receive your private message, is it possible to send it again or to POST the link on the thread if you don't mind. Regards,Ivan

[AAaro2]

Ivan, here is a link to our application:

http://support.mtnw-usa.com/download%3Fq%3DDF31F2 http://support.mtnw-usa.com/download?q=DF31F2

It requires .NET 4.5.1 to run. Install the ThermDAC from the .msi then copy the "DEV_SWTESTER2" folder into the install location of ThermDAC "C:\Program Files (x86)\ThermDac8" and run. If you get a message asking to search for a device, click no. Let me know if you have any issues.

Thanks!

-Aaron

[idata]

Thank you, I will test it here and after that, I will the results here.

Ivan.

[idata]

Hi aarondemarre,

I have tested the ThermDAC and I get the same issue as you, please allow me to investigate on this matter. Meanwhile, I suggest you to stay with the older driver for now so you can work with this software. Best wishes, Ivan

[idata]

Hello aarondemarre,

To further investigate this issue and for debugging purposes, we need to have the system reports with the latest driver installed. Please see here how to get the http://www.intel.com/content/www/us/en/support/graphics-drivers/000005848.html Report for Intel® Graphics Drivers and I will appreciate if you can upload the Intel SSU report. Intel SSU (System Support Utility): (Note - This is a new Intel tool that will eventually incorporate gathering all the data needed in one click. Download Intel® System Support UtilityDownload the utilityRun the exe and select 'Scan'Save and include as an attachment in the Intel Community Forum. I will appreciate if you can take a chance to do this with the latest driver https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=86210 15.40.28.4501 Thanks and regards, Ivan

[AAaro2]

Here is the output of SSU with the latest drivers installed.

[idata]

Thank you aarondemarre, I really appreciate your patience on this case.

Ivan.

[idata]

Hello aarondemarre,

Would you please test this new driver, you can download it here: https://downloadcenter.intel.com/download/26404/Intel-Graphics-Driver-15-45-?product=88355Ivan.

[AAaro2]

Sorry for the delay. I have tested the latest drivers, unfortunately these suffer from the same issue.

[idata]

Thank you for testing the driver, we are still investigating the issue.

Best wishes,

Ivan.

[Bryce__Intel]

This case has been escalated to the replication teams queue.

Case# 1405576024 for reference.

Updates to follow as they come.

.:Bryce:.

[GBoyd]

If you are using Dell Latitude E5550 then freezing is most repetitive issue in it as i also own this model for past 2 years. But you can fix it with multiple attempts such as booting, increasing virtual memory, removing incompatible programs, Turn Off Link State Power Management, Turning Off Fast Startup, Diagnosing Your Hard Disk for Issues, Switching your Broadcom network adapter's driver software to the Microsoft one, also with other important tips from https://guideusermanual.com/product-name-latitude-e5550-5550-manual&po=344630&lang=English Dell Latitude E5550 Manual and much more.