Intel i3-7100 graphic freezes

[CVR]

Hi,

I have an HTPC connected to my TV with an i3-7100 on a Gigabyte GA-H270N-WIFI running Windows 10 64bits. I have Windows 10 and all my drivers up to date. I only use it for watching movies and TVShows with PLEX and since a few weeks the most of the times graphics card get freezed right after ending a show and image goes black and I have to restart. I've tried with KODI and it's the same, so PLEX is not the problem. Before that I have never had any issue.

When the problem happens, if I click Win+CTRL+SHIFT+B to restart the graphics card and the image returns for a second and goes black again (Windows remains running in the back).

I thought that it might be due to a Windows update problem so I have reinstalled Windows 10 Spring 2018 and stopped Windows Update but the problem is still there. I don't know what else I can do. I also tried with previous versions of the graphics card drivers but nothing changes.

Any ideas of what is going on?

Thanks.

[idata · Accepted solution]

Hello carlosvr74

Thank you for posting in the Intel® community.

• What changes were made prior before this behavior started happening?
• Have you tried a clean installation of the graphics driver on the system? See the steps below.
• What driver version have you tested?
• Please attach to this thread the TXT file the Intel® System Support Utility will generate: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility
  • Steps to save the report:

1. Run the utility.
2. Click on "Scan" to get the scanned system.
3. Once the scan is complete click on "next".
4. Use the "save" option, save the report to your desktop.
5. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

Steps for a clean install of graphics driver

• First, you will have download the Intel® HD graphics 630 driver version on the following link https://downloadmirror.intel.com/28240/a08/win64_25.20.100.6326.zip https://downloadmirror.intel.com/28240/a08/win64_25.20.100.6326.zip (latest), once the driver is downloaded please make sure that the unit is not connected to the internet during the uninstall/install driver to avoid any automatic update, and follow these steps to uninstall the graphics drivers:

1. On the keyboard, press WinLogo key + R, then type in devmgmt.msc
2. Expand the Display Adapters section.
3. Find the Intel® Graphics Driver. The driver can also be called the Intel® Graphics Media Accelerator Driver (Intel® GMA Driver).
4. Right-click the Intel Graphics Driver and select Uninstall.
5. Select the checkbox Delete the driver software for this device.
6. Reboot the computer after the uninstall process has finished.

• Once the reboot is completed, please follow these steps in order to update the graphics driver:

1. Use the .zip file downloaded previously.
2. Unzip the file to a designated location or folder.
3. Right-click Windows Start icon and open Device Manager.
4. Click "Yes" when prompted for permission from User Account Control.
5. Expand the Display adapters section.
6. Right-click the Intel® graphics entry and select Update Driver Software.
7. Click "Browse my computer for driver software".
8. Click "Let me pick from a list of device drivers on my computer".
9. Click "Have Disk".
10. Click "Browse".
11. Access the designated location or folder, and access a folder called "Graphics".
12. Select the file called "igdlh64" or "igdlh".
13. Click Open, then click OK, and finally click "Next". Drivers are now being installed.
14. Reboot your computer.

Hope this helps. Regards,Leonardo C.Intel Customer Support TechnicianUnder Contract to Intel Corporation

[CVR]

Hi again,

I have installed driver version 23.20.16.4973 and it seems the problem is gone. I tried every driver avaliable starting with the newest and this is the first that solved the problem. Anyway here is the report:

[idata]

Hello carlosvr74

Thank you for the information, I am glad to hear that the system is working properly. NOTE: I am attaching your Intel® System Support Utility for Windows* report as a .txt file. Regards,Leonardo C.Intel Customer Support TechnicianUnder Contract to Intel Corporation

[CVR]

Thanks,

I hope the problem will be solved in the next drivers updates as well.

Regards,

[idata]

Hello carlosvr74

Thank you for the information, Please monitor our download center for new Intel® driver releases (https://downloadcenter.intel.com/ https://downloadcenter.intel.com/) Regards,Leonardo C.Intel Customer Support TechnicianUnder Contract to Intel Corporation