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Surface 3 Laptop - Iris Plus Graphics - Screen Flicker

JBJS
Novice
1,628 Views

Hi

 

The screen on this laptop has recently started flickering.  

 

Surface 3 Laptop

Windows 11 64 bit

Intel Iris Plus Graphics Driver 27.20.100.9621

 

I have run the Intel diagnostic software and done a clean installation of the appropriate driver, but the problem persists.

 

Please advise any other recommended action(s).

 

Thanks

Jeremy

 

 

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JBJS
Novice
1,475 Views

Hi

 

It seems to have resolved itself with a Windows update.  I reinstalled the recommended Microsoft drivers (per your link) even though the issue had resolved itself.

 

Thanks for your help.

 

Jeremy

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6 Replies
Alberto_R_Intel
Employee
1,601 Views

JBJS, 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 screen flickering issue that you are describing? 

The screen flickering problem, does it happen all the time or just when using some specific applications/games?

If yes, when did the issue start?

Did you make any recent hardware/software changes, besides doing a clean installation of the driver, 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://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html


Any questions please let me know.


Regards,

Albert R.


Intel Customer Support Technician



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JBJS
Novice
1,588 Views
Hi
 
Thanks for your reply.
 
Comments added below...  And SSU file attached...
 
Jeremy

Jeremy Smith
+64 21 669 465

 

On Wed, 27 Sept 2023 at 06:06, Intel Community <noreply@community-mail.intel.com> wrote:

Hi JBJS,

 

Alberto_R_Intel (Moderator) posted a new reply in Graphics on 09-27-2023 06:05 AM:

 


 

Re:Surface 3 Laptop - Iris Plus Graphics - Screen Flicker

 

 

JBJS, 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?  [It's about 3 years old but still in mint condition - no damage to the device whatsoever.]

Was it working fine before without showing the screen flickering issue that you are describing?  [It was working normally and without problem until a few days ago.  I suspect a Windows / Driver update has caused the issue.]

The screen flickering problem, does it happen all the time or just when using some specific applications/games?  [It happens all the time - no specific application.]

If yes, when did the issue start?  [A couple of days ago.]

Did you make any recent hardware/software changes, besides doing a clean installation of the driver, that might cause this problem?  [No. Just the standard Windows update profile.  Windows has updated again today but the probem persists and hasn't been resolved.]

Does the problem happen at home or in the work environment?  [At home.  It is only used at home (albeit for work purposes, sometimes using Citrix.]

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://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

 

Any questions please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

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Alberto_R_Intel
Employee
1,576 Views

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


Accroding to the information shown in the SSU report and as you mentioned, the graphics driver version currently installed in your computer is 27.20.100.9621.


For this scenario, it is important to mention that it is always recommneded 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.


I looked on Microsoft's website and they have a driver package available from 9/15/2023. Please try to install that driver package in order to try to fix this problem:

https://www.microsoft.com/en-US/download/details.aspx?id=100429


If the issue remains after that, then please try a clean installation of Intel® graphics driver version 31.0.101.2125 following the instructions in the links below:

https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html?wapkw=1065g7

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


If the problem still persists after that, then try a clean installation this time of Intel® graphics driver version 31.0.101.4826:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html?wapkw=arc


We also recommend to get in contact with Microsoft Support in order to make sure the latest BIOS version is currently installed in your machine or to gather the instructions on how to update it:

https://support.microsoft.com/en-us


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

 

Regards,

Albert R.


Intel Customer Support Technician


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DeividA_Intel
Employee
1,522 Views

Hello JBJS, 


I would like to know if you were able to perform the steps provided or if you had any issues along the way. Let me know if you need further assistance.


Best regards, 

Deivid A.  

Intel Customer Support Technician 


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JBJS
Novice
1,476 Views

Hi

 

It seems to have resolved itself with a Windows update.  I reinstalled the recommended Microsoft drivers (per your link) even though the issue had resolved itself.

 

Thanks for your help.

 

Jeremy

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Alberto_R_Intel
Employee
1,456 Views

Hi JBJS, You are very welcome, thank you very much for your response.


Perfect, excellent, it is great to know that the screen flickering problem with the laptop got fixed after installing the Windows updates. Thank you also for selecting the post as the accepted solution, we are sure it will be very helpful and useful for all the peers looking at this thread.


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


Regards,

Albert R.


Intel Customer Support Technician


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