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(Copying and pasting original post, followed by responses and updates)
Original Post:
Since April 12th, my computer has been on the fritz, possibly due to windows updates, but it's definitely an issue with my graphics card and/or display adaptor drivers.
I've tried updating, uninstalling, reinstalling, and even resetting my windows OS which has removed all of my third party software/ programs/ applications and the issues are still persisting.
Black screen flashes, Black rectangles flashing over the screen, VIDEO_TDR_FAILURE Blue Screens, DPC WATCHDOG_VIOLATION Blue Screens, games closing etc.
I couldn't even reset my OS until I uninstalled the display adaptor drivers because my computer kept crashing while it the OS was installing.
I've been trying to fix this is everyway possible all month and nothing is working. Please, Please help me out! I've followed tutorials, threads, even contacted Microsoft, Asus and Intel and all I want to do is play games on my computer... Which was fine until around the 12th, when I tried to play a game while streaming it over Discord and that's when everything started.
My graphics card is Intel iRIS Xe, I've reinstalled the most recent intel drivers for it (Intel Coporation -Display - 30.0.101.3111) and no joy. I'm running Windows 11 Home Version 23H2 and my computer is an ASUS VivoBook 15 - Model X515EA.
Isssues do not persist when display adaptor is uninstalled (as far as I am aware).
Additionally, the Windows Updates that could be the culprits or aggravating factors are:
KB4023057
KB2267602 v. 1.409.447.0
KB5007651 v. 1.0.2402.27001
KB4052623 v. 4.18.24030.9
Does anyone have any advice ore has anyone been struggling with the same issues? I'm not massively great at this stuff, but I've been trying really hard to fix this both by myself and with help. Much appreciated, thank you for reading!
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Response:
Hello Tatibodandi,
Thank you for posting in our communities.
If possible, please generate an SSU report to help me further analyze important details on your system, the errors logged in the system, your graphics driver version, etc. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.
By the way, may I know the method that you use when you try to update your graphics driver? Was it a manual installation? If yes, may I have the link to where you can get the graphics driver that is currently installed on your system? This is to check if you have installed the correct graphics driver for your system.
We look forward to your response!
Thank you, and have a great day ahead!
Best regards,
Carmona A.
Intel Customer Support Technician
Hi there, sorry for only now replying!
I have been able to login after a few blue screens and managed to disable my display adaptor drivers and that enabled me to keep my computer on long enough to generate an SSU report!
I have tried installing the drivers through windows, from my laptops manufacturer's website and from intel (I believe but I can't remember).
The website I got the current (I think?) driver from which is currently disabled is:
VivoBook 15 (X1500, 11th gen Intel)｜Laptops For Home｜ASUS Global
Will the fact that the driver is currently disabled affect the SSU report? I cannot run my computer while it's enabled...
Thank you so much for your time, patience and expertise! I really appreciate your looking into this issue.
Attached is the SSU text file.
- Tags:
- black flashing
- Blue Screen of Death
- closing
- crashing
- display adaptor drivers
- dpc watchdog violation
- Drivers
- graphics card
- help
- intel iris xe
- issues
- reset
- screen
- video tdr failure
- Windows
- windows updates
Link Copied
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Another quick update:
My laptop managed to stop having the graphics issues and blue screens issues suddenly, I managed to generate another SSU report if that helps, but as the issues suddenly ceased, what was going wrong might not be displayed in the report!
I hope this helps! Scrolling suddenly just started up the issues again so will post quickly before another inevitable crash
thanks again!!
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Hello Tatibodandi,
Kindly please allow me sometime to analyze this logs. I promise to get back to you as soon as possible.
Ramyer M.
Intel Customer Support Technician
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Hello Tatibodandi,
Thank you for reaching out and providing a detailed description of the issues you're experiencing. It seems like you've been through quite a bit of troubleshooting already. The problems you're encountering, such as black screen flashes, VIDEO_TDR_FAILURE, and DPC WATCHDOG_VIOLATION blue screens, are often related to driver conflicts or hardware issues.
Here are a few additional steps you can take:
1. Check for Windows Updates: Ensure that your Windows 11 is up to date with all the latest patches and updates, as they can contain fixes for driver compatibility issues.
2. Update BIOS: Visit the ASUS support page for your VivoBook 15 - Model X515EA and check for any BIOS updates. An outdated BIOS can sometimes cause compatibility issues with hardware components. Here's the link: https://www.asus.com/laptops/for-home/vivobook/vivobook-15-x1500-11th-gen-intel/helpdesk_bios?model2Name=X1500EA since according to your SSU logs, your BIOS version date is 09/05/2023 but as per the ASUS website, they have 2024/04/25 version
3. Reinstall Graphics Driver: Since you've already tried reinstalling the driver, kindly try manually updating the graphics version 31.0.101.5534 and check if there are any changes.
4. Check for Hardware Issues: Although less likely, hardware issues can also cause these symptoms. Run the Intel® Processor Diagnostic Tool or Intel® PDT to check for any hardware failures.
5. Safe Mode: Boot into Safe Mode with Networking and observe if the issues persist. This can help determine if third-party software is causing the problem.
If the problem continues, I recommend reaching out to ASUS support for further assistance, as they may have more specific guidance for your laptop model. For more information, you can also check the following articles:
- BSOD Error Encountered "DPC_WATCHDOG_VIOLATION"
- BSOD VIDEO TDR FAILURE with 11th Generation Intel® Graphics
- Blue Screen Error (BSOD) While Using Intel® Processors
I hope these suggestions help resolve the issues you're facing. Please keep us updated on your progress.
Best regards,
Norman S.
Intel Customer Support Engineer
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Hello Tatibodandi,
I am just checking in regarding our previous recommendation. Feel free to let us know how it went.
Ramyer M.
Intel Customer Support Technician
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Hello Tatibodandi,
I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.
Best regards,
Norman S.
Intel Customer Support Engineer
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