black screen after update driver

[system5]

My laptop model is OMEN Gaming Laptop 16-wf0032TX (81L09PA) with i9-13900HX&RTX 4060, OS Windows 11 build 27758(canary), and recently I found out that I can't update the intel graphics driver higher than 31.0.101.4502, otherwise, I'll get a blank screen at the login when I connect iGPU to the internal display. I tried 32.0.101.6314 and 31.0.101.5592 from intel and 32.0.101.5763 from HP but none of them worked, when it comes to blank screens I always can boot into safe mode and reinstalling the working 31.0.101.4502 from HP to fix the problem, and if I set the display mode to "only nvidia GPU" in NVIDIA control panel before updating the intel drivers, I can still log into the system after reboot, but the resolution will become 640x480 which can be changed back manually(my NV driver is studio 566.14), and device management will say that the intel driver is corrupted

[Earl_Intel]

Hi system5,

Thank you for posting in the communities!

For us to better assists you and determine the most appropriate resolution, could you please provide the following details listed below:

• How did you download the graphics drivers?
• Is this a newly purchase laptop?
• Have you tried to disable the integrated graphics?
• Have you already contacted your OEM?
• Can you provide us a short video clip of the issue?

If it's possible, Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have:

Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.

Best regards,

Earl E.

Intel Customer Support Technician

[system5]

I downloaded 32.0.101.6314 and 31.0.101.5592 from this Intel and 32.0.101.5763 from this HP. The laptop was bought about nine months ago; I never tried to disable the integrated graphics or contact HP. For the video clip, I don't know if recording it with a phone is okay, as this will go to the blank screen and safe mode. The .txt file for the working system is attached. (Note that I updated my Windows to build 27764 and NV driver to 566.36, which still has these problems.)

[Earl_Intel]

Hi system5,

Thank you for sharing this useful information.

Before we proceed, please note that this is an OEM device, we will try to assist you with general troubleshooting steps even if it's something not traditionally covered in our support. However, if the issue still persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

to further troubleshoot the issue, try using DDU:

1. Download Display Driver Uninstaller (DDU)< software and extract the file.
2. Open DDU ****.exe and run extract program.
3. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
4. Go to the DDU extract path and double-click the Display Driver Uninstaller.exe to open DDU.
5. Click Close in the Options window.
6. Select device type to GPU and select device to INTEL.
7. Click Clean and restart or Clean and Shutdown depending on your needs
8. Wait the software to finish the process and auto reboot Windows to the normal mode or shutdown.

Source link: How to Use the Display Driver Uninstaller (DDU) to Uninstall an...

You can try to download the latest GPU drivers again to check if it will resolve the issue.

Source link: Intel® Arc™ & Iris® Xe Graphics - Windows*

Let me know if there will be changes on the issue.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi system5,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi system5,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Earl E.

Intel Customer Support Technician