Update from UHD graphics to iris xe graphics crash

[Bunny24]

I have a msi laptop with core i5-11400h UHD graphics and in the intel driver and support
assistant shows an option to update to intel iris xe graphics. But the
problem is l've tried updating before and my laptop crashed while
doing a clean installation and it booted back on with my 144hz gone
and the display looking weird as well as my driver. It says I was
running on Microsoft basis display 60hz. I later installed my old
drivers back from msi and fixed it but I wanna ask was it a one time thing and
should I try installing iris xe again? Or I shouldn't at all?

[Earl_Intel]

Hi Bunny24,

Thank you for posting in the communities!

You can still try installing our generic drivers for your system for testing.

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

Rest assured that even you have an Intel UHD graphics, you can still install Intel Arc & Iris Xe Graphics drivers.

Note: The generic Intel driver provides users with the latest and greatest feature enhancements and bug fixes that computer manufacturers (OEMs) might not have customized yet. OEM drivers are handpicked and include customized features and solutions to platform-specific needs. Installing this Intel generic graphics driver will overwrite your handpicked OEM graphics driver. Users can check for matching OEM driver versions at OEM websites. For more information on how the installation of this driver may impact your OEM customizations, see this article.

Best regards,

Earl E.

Intel Customer Support Technician

[Bunny24]

Hi there! Thank you for responding. I have installed the driver but my device manager still says I'm using intel UHD even though I have dual channels ram. Is this normal?

[Earl_Intel]

Hello Bunny24,

Thank you for your response.

No worries, I'll further check on this.

• Can you provide us a picture of the error messages you're receiving when installing Iris Xe graphics driver?
• May I also know the exact make and model of your laptop?

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

[Bunny24]

Hi there!
The driver Installation was successfully since you give me the link for the driver and I check device manager, it seems to be the right version and date tho still shows as intel UHD graphics. Before I install I tried looking at the customization option and it wouldn't allow me to install intel arc software like my old Dell laptop. And after installation I checked intel driver & support it says my graphics is a customized by manufacturer so it cannot install generic driver.

Could this be the problem? Also my laptop model is MSI GF63 Thin 11UC, if you still need me to install that SSU file ill do it if means necessary.
Thank you

[Earl_Intel]

Hello Bunny24,

Thank you for sharing this update with us.

Noted on this, I'll further check on your inquiry internally and provide you an update on this thread as soon as possible.

Please provide us your system's most recent SSU logs while you wait so I may properly examine it; this will be very helpful to us in our research.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi Bunny24,

I wanted to check if you had the chance to review the additional information needed that I previous 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 Bunny24,

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.

You can check this link for additional information: Intel® Iris® Xe Graphics Shows As Intel® UHD Graphics in the Intel®...

Best regards,

Earl E.

Intel Customer Support Technician