Unable to update video driver

[Friendlyphil]

The computer crashes and reboots after watching a few minutes of YouTube videos.  When I update the video driver, currently 30.0.101.1273, to a new driver, the computer will revert back to that old driver.  I cannot get the new driver to remain installed.  Gigabyte product support is no help.  How can I update the driver and, hopefully, stop these reboots?

MB:  Gigabyte Z590 UD

Intel Core i7 10700

Win11 64

Intel UHD Graphics 630

32GB ram

[n_scott_pearson]

When you say 'crashes and reboots', what do you mean? Is this a spontaneous reset? Is this a Blue Screen? 

It will save time if you download and run the Intel System Support Utility for Windows and then attach the resulting report file to this response. To do so,

1. When you start the utility, select Everything and then click on Scan.
2. Once it completes the scan, click on Next and then Save. Pick a name for the report file and then click on Save to create it.
3. Close the app now.
4. Open a response post here and then, using the Drag and drop here or browse files to attach dialog (which is below the edit box for the body of your response post), upload and attach this text file to the response post.
5. Don't forget to include the answers to the initial questions that I posed before clicking on Post Reply.

...S

[Friendlyphil]

It spontaneously reboots after watching a few minutes of YouTube video.  After the reboot, I can again watch a few minutes, but it will eventually reboot all by itself.

The SSU file is attached

[n_scott_pearson]

Ok, obvious things first,

1. You are running BIOS F8. BIOS F9 is available. I suggest that, before anything else, you install this update, reboot and retest.
2. You are running GFX driver 30.0.101.1273. The latest is version 31.0.101.2125, available here: https://www.intel.com/content/www/us/en/download/776137.

Next, let's discuss spontaneous reboots. The primary cause, far and away, is Memory Bus lockups. This can result because of failing/bad memory, failing motherboard support circuitry, or failing memory controllers in the processor. I suggest that you use MemTest86+ to test your memory. Run the test for some considerable amount of time. I suggest 24 hours.

The secondary cause of spontaneous reboots is overheating. Have you been monitoring your system to see if temperatures are remaining at reasonable levels? An app like AIDA64, HWiNFO64 or HWMonitor will do nicely here.

This should be enough to get you going,

...S

[Friendlyphil]

Okay, I will do those things.  But I'm old and slow.  I will let you know how it goes.  Thanks for the help.

[Friendlyphil]

So far, I have managed to update the BIOS. I finally updated the GFX driver, which the previous BIOS would not allow.  This, however, did not fix the problem.  I installed a hardware monitor which has found no problems so far.  Now, MEMtest is running, but no problems have been found, if I am reading the screen correctly. 

[n_scott_pearson]

No problem, take your time (though I do hope you have another PC to use while this one is acting up). If you take long enough that ICS 'closes' the conversation, simply open a new conversation with the same title and provide a link back to this conversation.

...S

(Another oldie)

[Friendlyphil]

After running for 25 hours, MEMtest made 16 passes and found zero errors.  My problem persists.  What should I do next?

[Friendlyphil]

Now, I have found that the computer has reverted back to the previous graphics driver, 30.0.101.1273.  It refuses to keep the latest driver.  This is frustrating.

[AlHill]

Download the driver you want and install it.

Reboot

Immediately run the wuShowHide utility (attached) and block/hide the driver you do NOT want.

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

[Friendlyphil]

Okay, I have done that.  The old driver is "hidden".  I hope it lasts.  Thanks.  

But, I still have the reboot issue.

[AlHill]

It may last for a while, perhaps until a later driver is released.   But who knows for sure.

Also, if you are using Intel's Driver and Support Assistant, you should probably stop.

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

[n_scott_pearson]

As I look back through your SSU report, I am seeing a lot of problematic error reports:

The system firmware has changed the processor's memory type range registers (MTRRs) across a sleep state transition (S4). This can result in reduced resume performance.

I am unsure what is going on here, but these shouldn't occur. I would be talking to Gigabyte about this (i.e. verifying that this was caused by older version of firmware and thus was addressed by BIOS update you installed). The end result may be a need to reinstall Windows from scratch. If this happens, make sure that the Chipset Device Software package is the first thing that you install after Windows itself.

...S

[Friendlyphil]

I have contacted Gigabyte about this, but they have been less than helpful. 

[ACarmona_Intel · Accepted solution]

Hello Friendlyphil,

We greatly appreciate your posts in our Intel communities.

We understand that you are having issues with your system, as the computer crashes and reboots after watching a few minutes of YouTube videos.

Based on our research, our issue happens due to the following reasons:

• When the graphics card isn't compatible with any of the web browsers.
• The invasion of any virus can abruptly shut down your laptop and cause the Windows file system or user profile to be corrupted, which may result in the laptop crashing while playing a video.

In order for me to isolate the issue and provide the best solution, kindly provide the following information:

• Do random reboots only happen when watching online videos on YouTube? How about in offline videos? Does the issue also happen?
• What browser are you using? Does the issue of crashing happen in all browsers?
• Was the system working fine before?
• Have you changed anything about the system that led to the issue? If the issue occurs after updating the graphics driver, rollback the graphics driver from the device manager.
  • How to Roll Back a Driver to a Previous Version in Windows® 10 and Windows 11*
    • https://www.intel.com/content/www/us/en/support/articles/000008628/graphics.html

Additionally, for a possible solution, kindly follow the troubleshooting methods listed below:

• Check and complete the Windows update.
• Update the graphics driver to the latest version. Please do it manually (Method 2).
  • How to Install an Intel® Graphics Driver in Windows® 10 and Windows 11*
    •  https://www.intel.com/content/www/us/en/support/articles/000005629/graphics/processor-graphics.html
  • Intel® 7th–10th Gen Processor Graphics—Windows*
    • https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html

• Run the Video Playback Troubleshooter.

Windows 10 has a built-in troubleshooter to check and fix issues with the update. You can run this troubleshooter to check if the problem is with your Windows update.

Step 1: Open the Control Panel on your Windows 10 computer.

Step 2. Change the "View by" option to Large icons, then click on "Troubleshooting," then click on the "View all" option on the left panel, and then run "Video playback."

When the process finishes, restart your system and check if the issue has been resolved. 

• Disable hardware acceleration.

For Chrome users

Click the three-dot menu icon at the top right, select "Settings," show advanced settings, find "System," and untick the "Use hardware acceleration when available" box.

For Firefox users

Click the three-dot menu icon at the top right, then select "Options" > "Advanced." Under the "General" tab, untick the "Use hardware acceleration when available" box.

For Edge users

Go to Control Panel > "Internet Options" > "Advanced." Then tick the "Use software rendering instead of GPU rendering" box.

• Boot the computer in a clean boot

How to perform a clean boot

Step 1: Sign in to the computer as an administrator. Type msconfig in the search box and click "System Configuration" from the results.

Step 2. Click the "Services" tab. Tick "Hide all Microsoft services" and then select "Disable all.".

Step 3. Click the "Startup" tab and then select "Open Task Manager." In Task Manager, for each startup item, select the item and then select "Disable." Close Task Manager and select "OK."

When you restart the computer, it's in a clean boot environment. Check whether your laptop still freezes when watching videos or not. Reset the computer to start after clean boot troubleshooting, and resume functionality normally.

Please let us know the result of the troubleshooting steps that you are about to perform so we can decide what we can do next.

Thank you, and have a great day ahead.

Best regards,

Carmona A.

Intel Customer Support Technician

[Friendlyphil]

Thanks.  I've been working through your list  and I think that the rebooting happens only when using Chrome.  I haven't seen it happen in Edge.  I have also begun using DuckDuckGo and have not had any reboots.  I am also adding a more robust cooling fan to my processor.  Together, I hope these things will cure my problem.  Edge and Duck are better are eliminating advertising too.  So, thanks for the help and if you have any more suggestions, please fire away.  Otherwise, I will see what happens.  Thank you all.  

[ACarmona_Intel]

Hello Friendlyphil,

We appreciate you carrying out the suggested troubleshooting steps and providing an update on the outcome.

As of right now, we don't have any more suggestions. We'll instead wait to hear from you regarding updates on the monitoring of the results of the troubleshooting steps that you have performed.

By the way, we're happy to hear that we were producing positive outcomes in some way.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[Friendlyphil]

So far, so good.  I've had no reboots since I have limited my use of Chrome.  But here's another problem:  How do I turn off all those blog updates and answers I get every day?  I must get 50 email per day. I've looked for a button to click and turn them off, but I can't find one.  Help me stop the madness!

But otherwise, all seems well.  I think we can consider the issue resolved.  Thanks for all your help.  You have been a good resource for a person with limited expertise, like me.  

[ACarmona_Intel]

Hello Friendlyphil,

We are checking in with you on the computer crashes and reboots issue we are having in case you have any additional queries or require further explanation. Please know that we would be happy to assist you if you have any.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Friendlyphil,

We appreciate the update and were happy to hear that the problem we were experiencing has been resolved.

You may receive an invitation to take a survey in a few days. We value your feedback and look forward to hearing about your support experience.

Please take the time to complete our survey so we can learn more about you, our valued customers, and how we can enhance our shared resources, product development, and customer service.

By the way, here's how to turn off notifications in Intel communities:

1. Click your profile icon. (It's on the right side of the website.)

2. Then go to my settings when the drop-down menu shows up.

3. Click subscriptions and notifications.

4. Click Notification Settings.

• Then choose what notifications you want to turn off.

And also, just a heads up that if, in the future, you may need any additional information, please submit a new question, as this thread will no longer be monitored.

Thank you, and have a great day! 

Best regards, 

Carmona A.

Intel Customer Support Technician