i7 9750h graphics driver fails when I install

[asimsevinc]

Hello, my computer supports the i7 9750h graphics driver, but I am getting an error while installing it.

It says supported here https://www.intel.com/content/www/en/en/products/sku/191045/intel-core-i79750h-processor-12m-cache-up-to-4-50-ghz/downloads .html

My computer is OMEN by HP 17-cb0005nt

[Alberto_R_Intel]

asimsevinc, Thank you for posting in the Intel® Communities Support.

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

For this scenario, it is important to mention that it is always recommended to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.

I looked on HP's website and they do have a graphics driver available for your device. Please follow the instructions in the links below in order to try a clean installation of that driver.

Clean installation instructions:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Driver version 27.20.100.9664 Rev.E for Windows* 11:

https://support.hp.com/us-en/drivers/selfservice/swdetails/omen-by-hp-17-cb0000-laptop-pc/26122176/swItemId/ob-284790-1

Additionally, for your information, the Intel® graphics drivers are generic, meaning they might or might not work as expected with your specific machine. Still, if you need to install our latest graphics driver version for your processor, which works with Intel® UHD Graphics 630 controller, the version is 31.0.101.2121. Try a clean installation of that driver following the same instructions provided previously:

Driver version 31.0.101.2121:

https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html?wapkw=9750h

Just to make sure, is there a graphics problem with your computer?

We also advise you to get in contact with HP support directly to confirm that the latest BIOS version is currently installed on your device or to gather the instructions on how to update it:

https://support.hp.com/us-en

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[asimsevinc]

Hello again,

The current intel uhd 630 could not be installed on the device. I tried the win 10 version from the hp site, but it didn't support it.

I tried the win11 version from the hp site again, but I noticed that it did not support the uhd630 on the installation screen. (but I tried again)

Before I formatted my computer, I was seeing both intel and nvidia drivers, but after formatting my intel driver disappeared. I couldn't reinstall.

[Alberto_R_Intel]

Hello asimsevin, Thank you very much for sharing those results and the pictures.

We are sorry to hear the issue persists after trying the suggestions provided previously. Additionally, just to let you know, we only provide support in English language. Based on that, we will not be able to understand some of the information shown in the pictures that contain a different language.

We will do further research on this matter in order to try to find a possible solution for this scenario. In order for us to be able to do that, could you please confirm:

Besides not being able to install the graphics driver, is there any graphics problem with your computer?

Did you update the BIOS to the latest version?

Did you try to install all the Windows* updates?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Regards,

Albert R.

Intel Customer Support Technician

[asimsevinc]

Hello again,

My bios is at the latest version F49.

I did all my windows updates.

I don't have a graphics problem on my computer, I just want to install the intel graphics driver. (because it used to appear)

Thank you.

[Alberto_R_Intel]

Hello asimsevin, Thank you very much for providing that information and the SSU report.

Based on the information shown in the SSU document, the Intel® graphics controller is not being recognized, only NVIDIA GeForce RTX 2070 is being detected.

Since you try to install both, the HP graphics driver version 27.20.100.9664 Rev.E and Intel® driver version 31.0.101.2121 and the issue remains, I will do further research on this matter to try to find a possible resolution on this subject. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel · Accepted solution]

Hello asimsevin, I just received an update on this matter.

After reviewing the case we can confirm, based on SSU and the screenshot from the device manager, that, as mentioned before, only the dedicated GPU is being detected and that the error shown in the screenshot is Exit code 8. Here, you will be able to see further details about this error and troubleshooting steps to attempt in order to try to fix it:

https://www.intel.com/content/www/us/en/support/articles/000088393/graphics.html

So, it seems the computer does not have hybrid graphics enabled or it is not supported on this system. In order to confirm those details, what we recommend, as the next thing to do, will be to get in contact directly with HP support to gather the instructions on how to enable the integrated graphics in the BIOS of the laptop.

Regards,

Albert R.

Intel Customer Support Technician

[asimsevinc]

Hello again Alberto

I followed exactly the instructions you left and installed inal uhd 630 but it looked wrong (exclamation point). As you said, the device was related to the IGPU feature in the bios. It wasn't visible in my bios, I think my bios features are either insufficient or this feature is missing. I will contact HP for this

Again, thank you so much for solving this problem with me.

Stay well, have a nice day...

[Alberto_R_Intel]

Hello asimsevinc, You are very welcome, thank you very much for your response.

Yes, as you mentioned it seems the BIOS features might not be working as expected, and since HP handles everything related to the BIOS support they should be able to further assist you with this scenario.

Stay well and have a very nice day.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician