Unable to update Graphics Driver

[AntTham1]

Hi,

I am trying to update my graphics driver on my HP omniBook 5 Laptop 16.

I noticed every time I logged in there was a new update available so went to check the install history and and see each install is failing with the error code 1000 even after doing a install and seeing a success confirmation (however after a reboot I get the same issue). I am using the 'Intel graphics Software' app to perform the install. 

[ArchieD_Intel]

Hi AntTham1,

Thank you for reaching out to the Intel Community Forum. To assist us in investigating the issue, please provide the following details:

Have you tried using the OEM driver for testing?

Have you tried manual installation?

What are the troubleshooting steps that you tried so far?

Have you used Display Driver Uninstaller (DDU) to completely remove all residual drivers and installed a new one?

Additionally, to gain a comprehensive understanding of your system, please use the System Support Utility (SSU). This tool will generate a text file compiling all your system information. You can follow the instructions at this link and send the text file here. Help Guide for the Intel® System Support Utility.

If you have any questions, please let us know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[AntTham1]

Hi Archie,

Thanks for the response.

Could you provide me further instruction on the OEM driver, I'm unsure how to do this.

I have tried updating a few different ways including from 'Intel Graphics Software Software' app, from the Intel Driver Support Assistant and also downloading driver manually from the website and installing with the exe. 

I usually check the option to do a clean install. Would I still need to use a DDU? worth noting I have only got this device so it is only a week old(no idea how long it's been sitting in a warehouse)

I've downloaded the support utility and it doesn't seem like I have the latest graphics adaptor(s). hence the update required but it keeps failing as per the screenshots in my previous post. 

Kind regards,

Ant

 

[ArchieD_Intel]

Hi AntTham1,

Thank you for the update. To help you with this, please provide the SSU file to better understand your system configuration.

In regard to the DDU, it is recommended to remove all the residuals of the previously installed drivers.

If you have any questions, please let us know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[AntTham1]

Thanks Archie

Please find attached the SSU txt doc. 

I select the option to do a clean install, would this not remove all old drivers? 

Kind regards,

Ant

[ArchieD_Intel]

Hi AntTham1,

Thank you for the update. I checked your SSU and saw that your driver is 32.0.101.6790. I checked your OEM website and saw that the recommended driver is 32.0.101.6733.

Performing a clean installation will remove old driver and resets driver settings to default. However, DDU is more comprehensive, deep clean by completely removing all traces of old drivers.

If you have any questions, please let me know thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi AntTham1,

I just wanted to follow up to see if you had a chance to review the information I posted. Your feedback at your earliest convenience would be greatly appreciated. Thank you. 

Best regards,

Archie D.

Intel Customer Support Technician

[AntTham1]

Hi Archie 

Yes, I was able to resolve by running a DDU and installing the mentioned version of the driver, however after 1-2 days my screen flickered on and off and when I went to check the SSU again it shows the previous old version. 

I'm not sure if there was a automatic update (if so wouldn't it use the newer version available) or revert but I'm in the same problem again every 2-3 days. 

any more help would be greatly appreciated.

Kind regards,

Ant

[ArchieD_Intel]

Hi AntTham1,

Thank you for the update. To further check this, please provide the current SSU file.

Additionally, please try to perform another driver update using your OEM driver and Disable Automatic Driver Updates (Windows)

If you have any questions, please let me know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician