Seems the latest driver cause a big problem in my device

[cyxnzb]

最近，我安装了驱动程序（版本：31.0.101.4575），然后重新启动我的笔记本。之后，我发现我的显示屏无法正确显示图像，出现许多其他颜色的图案和条纹，好像坏了一样。

图形芯片组代码：猛禽湖-S GT1

显卡：英特尔猛禽湖-S - 集成显卡 [B0] [惠普]

我只能切换到我的独立显卡。

It's no use installing a brand new one, I can only return the old version of the driver.

[cyxnzb]

It's there anybody can help me?

[IsaacQ_Intel]

Hello @cyxnzb

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

Our support is only provided in English. We may not be able to translate the screenshots attached to the thread. To better assist you, we use a translation tool, hence; the translation may not be completely accurate.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[cyxnzb]

Hi，Thank you for replying to me.

The specific situation is as follows: After installing the latest version of the graphics card driver, my computer screen will not display properly.

It appears as many different colored spots and abnormal pattern display on my computer screen.

I tried to fully uninstall the driver and reinstall it, but the same problem still occurred.

The driver version number is: 31.0.101.4575.The previous version did not have this issue.

System info:

Version Windows 11 Professional Insider Preview
Version 23H2
Installation date: July 13, 2023
Operating system version 25905.1000
Experience Windows Feature Experience Pack 1000.25905.1000.0

I don't know the model of the graphics card because it is an integrated graphics card.

Because only taking photos can display the problem, I have attached some new images.

[cyxnzb]

The most important point is that all problems occur after restarting the computer.

By the way, I searched for information about my integrated graphics card:

"Intel Raptor Lake-S - Integrated Graphics [B0] [Hewlett-Packard]"

"Raptor Lake-S GT1"

[IsaacQ_Intel]

Hello @cyxnzb

Thank you for your reply.

Before we proceed with the assistance, please provide us with the following information:

·      Intel System Support Utility (Intel SSU) report.

o  [Download the Intel SSU](https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html?)

o  Open the application and click "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."

o  Click on the menu where it says: "Summary" to change it to "Detailed View."

o  To save your scan: click "Next"; then "Save."

·      Intel® Graphics Command Center report:

o  Open the Intel Graphics Command Center

o  Navigate to the Support tab

o  Select System Diagnostic

o  Click Generate Report

o  Select Save and name the output file.

Besides the information requested before please try the following steps and reply with the outcome:

 Regarding this issue, we would like to recommend running the Display Driver Uninstaller. Check How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver for instructions. Once you run the tool, you should intall the latest driver from Intel BETA driver. The DDU tool will eliminate all drivers and leftover files from previous driver versions.

·      Try a clean install using the Driver 31.0.101.4514.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[cyxnzb]

Hi，This is the file I obtained by running SSU.exe and Intel Graphics Command Center in standalone graphics card mode (my laptop supports hot swapping graphics card mode) after installing version 31.0.101.4575。

I originally wanted to start safe mode and reinstall the graphics card driver, but my laptop somehow couldn't enter safe mode and got stuck when the startup logo was displayed。

So I'm sorry, I can't conclude whether uninstalling the graphics card driver using DDU and reinstalling the driver will restore normal operation。

[IsaacQ_Intel]

Hello @cyxnzb

Thank you for your reply.

We appreciate the information provided; it will help us a lot to resolve your issue.

Besides the information requested before please try the following steps and reply with the outcome:

·        Does this issue happen also with the Nvidia GPU?

·        Try using another monitor to check if the issue persists on an external display.

·        Try the latest HP driver for your Intel graphics adapter.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[cyxnzb]

Hi，I just tried connecting my laptop to another monitor，When the core graphics card is applied to the screen of a laptop, there will still be abnormal situations。

But my laptop seems to be unable to apply the core graphics card to an external monitor (or perhaps I couldn't find where to operate), so I didn't try. However, an unexpected thing happened afterwards, which was that when I tried to switch between the "copy monitor" and "switch monitor" modes, the abnormal displays on the screen disappeared.

Afterwards, I tried to disconnect my laptop from the external monitor and restart the computer, and then those abnormal displays appeared again.

So this is really strange, and besides, this situation did not happen on my standalone graphics card,that is, when I switch to the standalone graphics card mode, my screen displays everything normally.

The driver version provided by HP is 31.0.101.4146 Rev. A. This driver has no issues when used, but it is too outdated。

[cyxnzb]

I forgot to mention that there has been no such issue from 31.0.101.4146 Rev. A to 31.0.101.4514

So this is really confusing

[IsaacQ_Intel]

Hello @cyxnzb

Thank you for your reply.

For our better understanding, as you said, the issue is solved once you install the HP driver 31.0.101.4146.

If the issue does not occur using the HP driver, follow the instruction provided by the OEM. The drivers from the original equipment manufacturer are recommended to use on their systems since they are made specifically to run on their devices.

Intel provides generic drivers, a generic driver provided by Intel® is a driver version that is not customized for specific variants of hardware sold by different computer manufacturers. When available, Intel recommends using drivers from your computer manufacturer.

Intel's generic graphics drivers from the Intel website do not work on some computers that support Switchable Graphics. It depends on your computer's hardware configuration.

If you encounter problems using the generic driver, Intel recommends reinstalling the latest validated driver from your computer manufacturer for your system.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[cyxnzb]

That's right,the oem driver is the best,however, due to the infrequent updates of oem drivers, I think there are still many people who will try the regular version of the driver,So, I think it would be even better if we could figure out the cause of this problem.

[IsaacQ_Intel]

Hello cyxnzb

Thank you for your reply.

It will be better for you to get in contact with HP support. Probably they will find a solution or explanation to this issue since this is their product.

To get in contact with them follow the link below:

HP Computer Support

We have not experienced this issue on other systems, so it could be related to the driver development from HP. As we said before, Intel provides generic drivers that are not customized for specific variants of hardware sold by different computer manufacturers.

Please check this article:

Frequently Asked Questions for Switchable Graphics Feature

Besides we haven't received more complaints from other users experiencing such an issue with the driver 31.0.101.4575. For this is a must to contact the OEM and get support from them.

Now we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[cyxnzb]

Okay, thank you very much