display driver message that it stopped but recovered.

[JAxel1]

Why do i get a repeated notification that says something like this:" display driver for intel hd graphics for windows 8(r) has stopped working but has recovered." I have a new windows 10 PC. What can I do to correct the problem. I am not expert but Dell's tech person, who did try to find a solution, apparently isn't either.

[Amy_C_Intel]

Hello july24,

I would recommend to install the latest version of the Graphics Driver from our site, please visit https://downloadcenter.intel.com/ Intel® Download Center and filter according to your system configuration, I would also recommend a manual installation of the driver. Here are the instructions for the http://www.intel.com/support/graphics/sb/CS-033916.htm Desktop graphics drivers — How to Manually Install a Driver in Microsoft Windows 8* or Windows 8.1*.

Here is a helpful link that might help you to fix this issue;

http://www.drivethelife.com/windows-drivers/how-to-fix-display-driver-stopped-responding-and-has-recovered-on-windows-10-8-7-xp-vista.html http://www.drivethelife.com/windows-drivers/how-to-fix-display-driver-stopped-responding-and-has-recovered-on-windows-10-8-7-xp-vista.html

The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there.

For further information you can check the following link http://www.intel.com/support/graphics/sb/cs-009483.htm Graphics Drivers — Errors Reported By Microsoft*.

Regards,

Amy.

[JAxel1]

Amy, Thanks for your emails. I appreciated, and am actually impressed by the trouble you have taken to help me. Prior to receipt of your emails, I called Dell again and discussed my problem with another tech support person. She took control of my PC and said that the continued problem is that whenever the prior tech support person or I had downloaded updated drivers we had not first deleted the old drivers. She did that both for the Intel driver and a Nvidia driver, (I am not a gamer at all but it came with the PC). She did not start reinstalling drivers until both were uninstalled and the PC was rebootd. Since then, the problem has not recurred. I am saving your email and will attempt your fixes, if it does. However, I note that your link for how to install is for Windows 8 and 8.1; since my new PC is Windows 10, I am not sure whether the link will assist.

Thanks again for your efforts.

[Amy_C_Intel]

Thank you for sharing the workaround that you had with Dell, I'm glad to hear that the issue was fixed.

The link provided about the Manual Installation should work fine on Windows® 10, the instructions are the similar to Windows 10 environment.

If you need further assistance let us know.

Regards,

Amy.

[JAxel1]

Amy,

Thank you for really trying to help me. I hope that you won't give up until my problem is solved. It isn't. Your instructions for installing the current driver were followed no less than three times even before your latest message. Starting on Friday, I have kept count and the Intel HD graphics driver has stopped12 times. The notification is always the same and is preceded by a black screen usually for about one second. This glitch occurs when using word, clicking on websites using a browser (usually Edge), and when using Office Outlook. It is really detracting from enjoyment of having a new PC. I am no expert (far from it) but it seems to me that the problem must be that your driver needs to be updated for use with your i7 core chip on a Windows 10 PC. Help!

If you want me to email you directly or want to call me, send me an email at the address I used to register to log in. I can tell you want to help and hope that you can work within Intel to fix my problem.

[Amy_C_Intel]

Could you please provided me with the following information;

• Driver version, please go to Device Manger> Display adapters> Intel(R) HD Graphics right click on Properties and then go to Driver, you will be able to see the version installed.
• Computer model.

Regards,

Amy.

[JAxel1]

Amy,

My version if the Intel HD Graphics driver is 20.19.15.4300. My PC is Inspiron 15 7000 Series 7559. Last night, I called Dell again and asked for, and was transferred to, a level 2 tech support person. He did not uninstall and reinstall the driver (he checked and saw that this had been done numerous times); he did have the registry keys on the screen while he had control of my computer but I don't know what he did. He took a long time, more than an hour, looking around and then said there might be an incompatibility with my energy saver mode. With my consent, he revised my setting so that I now am set up for NOT using the energy saver mode. I have used my new laptop a lot today and have not had a single problem. Also, there was a delay sometimes until today in getting my mouse to do what I wanted and ditto when I touched the monitor to do something. Today, my laptop seems to be working faster. I am hopeful that whatever he did solved my problem but will not declare victory for several more days. Still, even though I am very far from being an expert, I suggest that Intel needs a Windows 10 specific driver to replace the current one.

Jeffrey

[Amy_C_Intel]

Jeffrey, thank you for sharing this information.

I noticed from your computer specs that you have a 6th Generation Intel® Core™ (let me know if this is correct), based on information please try with the following if the issue persists; install this driver version https://downloadcenter.intel.com/download/25541/Intel-Beta-Graphics-Driver-for-Windows-7-8-1-10-15-40- Download Intel® Beta Graphics Driver for Windows® 7/8.1/10* [15.40], where this issue is stated as fixed, note the picture below;

/servlet/JiveServlet/showImage/2-359075-248873/Capture.PNG

For further reference https://downloadmirror.intel.com/25541/eng/ReleaseNotes_GFX_15%2040%204326_Final.pdf https://downloadmirror.intel.com/25541/eng/ReleaseNotes_GFX_15%2040%204326_Final.pdf.

Regards,

Amy.

[JAxel1]

Hi Amy,

I am very impressed by your responsiveness and by Intel's follow-up through you. I am saving your fix which looks to be very directly on point. Whatever Dell's 2nd level tech person did seems to have done the job so far but I will use your fix if the glitch recurs. Thanks again.

Jeffrey

[JAxel1]

PS, you are correct as to my processor

[JAxel1]

Hi yet again Amy,

I began to experience occasional recurrences of my problem so I decided to do the download you suggested, specifically the .exe version for 64 bit machines. After running the download and getting the Intel Install wizard and starting to install I received this message "The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer." I did give up. I tried to install using "compatibility settings". I received a message saying "This operating system is not supported." As you have already heard, I have dealt with several tech people at Dell without success. They download only what's on their website. How can I successfully install the fix you found?

Jeffrey

[Amy_C_Intel]

That message indicates that your computer manufacturer does not allow the installation of generic Intel video drives. You are required to install drivers from your computer manufacturer, however, you may try forcing the installation of Intel generic drivers by performing manual procedure, see here for instructions:

http://www.intel.com/support/graphics/sb/CS-033916.htm Desktop graphics drivers — How to Manually Install a Driver in Microsoft Windows 8* or Windows 8.1*. If you follow this procedure you might be risking losing functionality and causing other technical issues, my recommendation is to contact Dell although you have already contacted them.

For further reference http://www.intel.com/support/graphics/sb/CS-022355.htm Graphics Drivers — Error Message: Computer Manufacturer Graphics Driver Detected.

[RSpro]

This is not solving the issue.

I'm getting kind of irritated by not being able to find an official confirmation of Intel about this driver bug. The only Intel responses I'm finding are instruction about how to reinstall drivers and references to the beta drivers that do not address the issue.

I'm working for a company that has just purchases laptops only with 6th generation Intel CPU's and all laptops are having the issue.

[JAxel1]

There is still no fix that I can use. Last two days have been trouble free. However, lots of problems the day before that, including garbled audio sounds and repeats of the same message and problem that I have reported. Dell is calling me again on Monday but I don't think that they have any solution. Each person I deal with, including supervisors, just tries what prior Dell tech contacts have already tried repeatedly. I find that rebooting helps for a while, but that is not a solution.

[Amy_C_Intel]

This driver crashing issue has been escalated to our engineering team, we are just waiting for any update on this matter. I still do not have an estimate time of resolution.

Intel posts list of known issues and fixes on the driver release notes of every driver download at: https://downloadcenter.intel.com/ Drivers & Software

Regards,

[JAxel1]

I spoke with a knowledgeable person at Dell's corporate headquarters. He believes that this later driver will solve the problem I have described:

https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen- https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen-

However, he checked for updates using device manager and discovered that using device manager reinstalls the old [October] driver rather than the newer [December] driver found at the link in this message. If the new driver actually fixes the problem, Intel needs to change the settings on the update search in device manager so that it finds the latest driver rather than an old driver, particularly, as is the case now, when the old driver doesn't work well. I am also concerned that a routine Microsoft software update might cause the newer driver to be replaced by the older driver as part of the update process. I only have used the new driver for a couple of hours; it's too soon to declare even partial victory (a driver that eliminates the problem) yet, in any event.

[JAxel1]

I was getting hopeful that the latest fix would work but the problem has recurred recently. The notification is similar to the prior notification except now it specifies only Windows (R), not Windows 8 (R). Once the problem occurred, it continued to recur until I rebooted. Intel needs to do more work.