intel UHD graphics crash

[meliksahu]

Intel Core i7-1075H 2,60

NVIDIA Geforce GTX 1650 Ti 

I am using windows 11. during my routine use, I suddenly encountered a freeze and then a black screen on my laptop screen. rebooting did not work. When the computer turns on, after the brand logo, it stays on the black screen without the windows logo. other my laptop screen shows textured (wrongly graphics) screen. I can get a picture when I connect the laptop to the tv via HDMI. That's how I'm writing this message. Also I can get a normal picture on the laptop screen when I run it in safe mode.

I have tried deleting and reinstalling the video card driver and monitor. did not work.

I installed the latest windows 24h2 update but no change.

Then Nvidia support told me that the problem might be in the Intel UHD graphics driver. So I updated the Intel UHD graphics driver, but it didn't help. then I disabled the Intel UHD graphics device and the problem was completely solved. intel proccesor diagnostic tool test results attached. 

How can I repair this device now?

[RobbieR_Intel]

Hello meliksahu,

Thank you for reaching out and sharing the details about your display issue. I understand how frustrating this can be, especially with your system currently relying on external displays.

• Can you confirm if the issue persists when using only laptop's built-in display?
• Have you made any recent changes to your system?
• Have you noticed any temperature-related warnings or performance issues before the freezing started?

Please generate an SSU report to help me further analyze important details on your system. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[meliksahu]

the problem only happens on the built in screen. My system is completely original. i have any temperature warning got. 

There is no change other than my usual use. unfortunately it happened during my routine use.
I have been having this problem for about 3 weeks. it was completely normal before.
I did an update after the problem, but I had not updated recently before the problem.
When the problem was not solved, I formatted and did the latest Geforce and Windows updates.
I updated with Intel® Driver & Support Assistant.
My BIOS driver is up to date.
I am attaching the results of the Intel Processor Diagnostic tool.
LiveKernelEvent 141 seems to be giving an error.
I have scanned C:\WINDOWS\LiveKernelReports\WATCHDOG\ error reports with WinDbg.
I am also attaching the event viewer reports

[RobbieR_Intel]

Hello meliksahu,

Thank you for providing such comprehensive details about your system and the troubleshooting steps you've already taken. I understand how inconvenient it is to encounter issues with your laptop's built-in display, and I appreciate your patience and effort in trying to resolve it.

It appears that the issue is isolated to the Intel UHD Graphics

To assist you better, please answer the additional following questions:

• Is your BIOS configured to enable both the Intel UHD Graphics and NVIDIA GPU simultaneously? If applicable, does switching to Discrete Mode resolve the issue?
• Does the issue persist regardless of whether the laptop is running on battery or plugged in?

Upon further checking, it seems that the driver that you are using is our generic driver. Please download your Original Equipment Manufacturer's Driver specifically the VGA Driver and kindly let me know if there are any changes or if the issue persists. Please see Product Support - Nitro AN515-55 | Acer United States and kindly perform a Clean Installation of Intel® Graphics Drivers in Windows* while installing your OEM Driver.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[meliksahu]

Hi,

unfortunately I didn't know how to make this setting in the bios.
‘Is your BIOS configured to enable both the Intel UHD Graphics and NVIDIA GPU simultaneously?’

my bios menu looks approximately like this:

https://www.youtube.com/watch?v=RWJYs6ctsv0

Unfortunately, the problem persists with the battery or the plug.

I deleted the intel UHD driver with DDU and installed the recommended version from the acer support site. did not help.

I'm really desperate.

[RobbieR_Intel]

Hello meliksahu,

Thank you for your response and update. Upon further review, your BIOS does not include a toggle to switch to Discrete GPU only. However, you can achieve this adjustment through the NitroSense application.

Since the internal display functions correctly in Safe Mode, this indicates the hardware is functional. Have you tried to use DDU in Safe Mode? Running DDU in Safe Mode ensures that no driver-related processes are active, allowing a complete and conflict-free uninstallation.

Additionally, I would like to confirm the following:

• When did this issue first occur?
• Were there any specific actions, updates, or changes made to the system prior to this problem arising?
• Upon clean installation of the OEM Graphics Driver, could you confirm whether the iGPU is now being detected? (Because upon checking your SSU Log, it is tagged offline).

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[meliksahu]

Yesterday I uninstalled both intel and geforce drivers in safe mode again with DDU and installed the recommended drivers according to my laptop serial number on acer's support page in safe mode again. unfortunately the situation did not change.

On the day the problem first occurred, I had captured a screenview video with a programme called ‘movavi’ and had just finished the process.

I did not update the system before the error. already occurred suddenly during use.

After installing the driver I can view the intel UHD device in the device manager window.

These were the determinations of chatgpt, maybe you can find something meaningful:
""Hybrid Graphics (Optimus Technology):

Your laptop may be using Optimus Technology to automatically switch between Intel UHD and NVIDIA GPU. However, this configuration does not seem to be working properly.
The fact that only the NVIDIA GPU is engaged when the laptop lid is closed suggests that the Intel UHD is the source of the problem.
Conflict between Intel UHD and NVIDIA GPU:

The Intel UHD graphics unit is assigned as the default unit for image processing. However, when NVIDIA is activated in applications that require high performance, optimisation errors occur.""

From the geforce control panel settings I selected the preferred processor for 3d performance as Geforce but the result did not change (it was one of the chatgpt suggestions)

 I recorded a Video when Intel uhd driver is active. when i opened the laptop screen, benchmark test goes very slowly. when i closed the screen, benchmark test goes smothly and normal. also i added a screen photo after i made inactive the UHD driver. after the inactivation i can see my desktop from my laptop screen. if you want, you can check from uploaded files. 

I despair as I cannot find any solution. Thank you very much for still trying to find a solution.

[RobbieR_Intel]

Hello melikashu,

Thank you for your response and for sharing the observations you've made. I understand that this issue has been frustrating, especially after trying multiple recommendations and not seeing any improvement. To further analyze the issue, kindly answer the following questions and please see the following recommendation

• Is the issue resolved when the Intel graphics is disabled?
• When the laptop is not connected to an external display, does the screen remain completely black?
• Have you contacted Acer? If not, I recommend reaching out to Acer as we can only provide limited support

Please try the following:

Try pressing the Windows logo key + P and select either Duplicate or Extend to see if there are any changes.

Kindly perform a cold reboot by following these steps:

• Turn off the laptop.

• Disconnect the AC adapter.

• Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

• With the AC adapter unplugged, press and hold the power button for approximately 15 seconds. (Ensure the customer does not turn on the laptop while pressing and holding the power button)

• Reconnect the AC adapter and then turn on the computer.

Lastly, kindly do a Clean Installation of your Driver with our Generic Driver, 31.0.101.2134 

I look forward to your Response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[meliksahu]

When I disable the intel graphics driver, I can get an image on my laptop screen, but the graphics performance of the laptop is very low(as you see at benchmark test)

When the laptop is not connected to an external display, the laptop screen  is most of time black. sometimes it gets an image with graphic errors, but then it turns black. i attach the sample photo. 

I contacted Acer, but they could only offer suggestions that would not get past the first few results on google. Then he threw the ball to local service. Your computer is broken. Instead of having it repaired, they made suggestions such as buying a new one. 

Unfortunately I tried your last suggestion but the problem persists. If there are tests that will give you more data, I can do it.

I'm waiting for your answer with a hope