Screen Flickering - Intel(R) Core (TM) i7-8750H CPU @ 2.20GHz

[TheTC]

After waking from sleep, my laptop screen has begun flickering. The issue is localized to my integrated laptop screen--external monitors are unaffected. 

Steps taken:

Rebooted throughout troubleshooting.

Ensured all system updated have been installed. 

Updated display adapter drivers.

Deactivated and reactivated display adapter drivers.

Uninstalled and reinstalled latest display adapter drivers--temporarily fixed the issue for a few hours before the flickering returned.

Rolled back display adapter drivers.

Updated monitor drivers.

Deactivated and reactivated monitor drivers.

Changed refresh rate from 144Hz to 60Hz.

Deactivated hardware acceleration.

Attached is my Intel Graphics Command Center report.

[Alberto_R_Intel]

TheTC, Thank you for posting in the Intel® Communities Support.

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Is this a new computer?

Was it working fine before without showing the flickering display that you are describing?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[TheTC]

Hello, 

Please see the below answers to your questions:

Is this a new computer? -- No, the computer is a few years old.

Was it working fine before without showing the flickering display that you are describing? -- Yes, the computer has never before experienced this issue.

If yes, when did the issue start? -- The issue started three days ago, on 5/20.

Did you make any recent hardware/software changes that might cause this problem? -- I have made no new changes; I have gone through my system and driver updates logs and verified that no new installations directly preceded the issue. Additionally, I have made no new software or hardware modifications.

Does the problem happen at home or in the work environment? -- This is a home laptop for personal use.


Please see the attached report, as requested.

Thank you for your assistance.

[Alberto_R_Intel]

Hello TheTC, Thank you very much for providing that information and the SSU report.

According to the SSU report, the graphics driver currently installed in your computer is 31.0.101.2115 which is provided by Intel®:

https://www.intel.com/content/www/us/en/download/762755/intel-6th-10th-gen-processor-graphics-windows.html?wapkw=uhd%20graphics%20630

It is important to mention that it is always recommended to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.

Even though you mentioned that you already tested different driver versions, just to confirm, I looked on MSI's website and the latest graphics driver version they have available is 24.20.100.6291. If you haven't, please try a clean installation of that driver following the instructions in the links below:

https://es.msi.com/Content-Creation/P65-CREATOR-8RF/support?sub_product=P65-CREATOR-8RF#driver

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

If the issue persists after that, then try a clean installation this time of Intel® graphics driver versions 31.0.101.2121 and 31.0.101.4369:

https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html?wapkw=8750h

https://www.intel.com/content/www/us/en/download/726609/intel-arc-iris-xe-graphics-whql-windows.html?wapkw=arc

We also suggest to get in contact directly with MSI support to make sure the latest BIOS version is currently installed in the machine or, if necessary, to gather the instructions on how to update it:

https://www.msi.com/support

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[TheTC]

Hello, 

I tested the three drivers you provided, however, the flickering persisted beyond each installation. 

I have reached out to MSI support and they guided me through a system hardware reset that forces my laptop to reverify all of it's internal hardware components, however, the flickering remains. 

I also booted into BIOS and the flickering is present there too--so I am now confident my issue is stemming from a hardware malfunction. 

Thank you for your assistance. 

[Alberto_R_Intel · Accepted solution]

Hello TheTC, You are very welcome, thank you very much for letting us know those details.

Yes, based on the results of the tests that you performed, it seems the issue, as you mentioned, is related to a hardware component in the device. 

The next thing to do then will be to get in coact directly with MSI Support to claim the warranty on the unit.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician