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Problem with last driver update and Adobe Premiere

franciscomnunes
783 Views

Hello!

 

Latest driver 31.0.101.5445 WHQL seems to have a problem when working with Adobe Premiere Pro. After a few minutes editing some glitches start appearing in the screen when in playback and the whole screen later becomes unreadable after some time.

Strangely, Adobe Premiere Pro seems to not recognize new driver update because it doesn't "tune up" in first opening after driver has been updated (it always occurs when video driver is updated).

The only solution is to rollback to the latest working version 5382.

 

I have a HP ENVY 16 with Iris Xe and ARC 370M.

 

Thank you!

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6 Replies
ACarmona_Intel
Moderator
709 Views

 Hello Franciscomnunes,

 

Thank you for posting in our communities.

 

Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, errors logged in the system, etc. 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.

 

Furthermore, except for rolling back your graphics driver, have you performed any other troubleshooting steps? This is to make sure we don't provide the same recommendations.

 

Please try to disable your Intel Iris Xe graphics card to make sure it is the Arc 370M that is being used by Adobe Premiere Pro.

 

Steps on how to disable your Intel Iris Xe graphics card:

1. Right-click the Windows icon.

2. Click Device Manager.

3. Expand display adapters.

4. Right-click Intel Iris XE, then click Disable Device.

 

We look forward to your response.

 

 

Best regards,

Carmona A.

Intel Customer Support Technician

 

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franciscomnunes
661 Views

Hi Carmona, 

 

Thank you for your answer.

 

No, apart rolling back the drivers version I haven't tried any other troubleshooting step.

 

I send you the SSU report.

 

Thank you! 

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ACarmona_Intel
Moderator
637 Views

Hello Franciscomnunes,

 

Thank you so much for providing us with the information that we have provided.

 

Please follow the troubleshooting steps outlined below for a possible solution.

 

Get the latest Windows update:

  1. Open the Windows Start Menu (button with the Windows logo).
  2. Then click Settings (the button with the gear symbol).
  3. Next, click Update & Security.
  4. Then select Install Now or Check for Updates.
  5. Next, wait for the update to be installed.
  6. Finally, click Restart now after the update is installed.

Perform Graphics Driver Clean Installation:

  1. Download and install the latest Intel® Graphics driver.
  2. Follow the Execute a Clean Installation During Driver Installation steps from the article Clean Installation of Intel® Graphics Drivers in Windows*.

 

Get the latest BIOS:

  1. Update the BIOS to the latest version. Refer to the motherboard manufacturer for support with BIOS updates.

 

Please let me know the result so we can take our next step.

 

 

Best regards,

Carmona A.

Intel Customer Support Technician

 

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ACarmona_Intel
Moderator
551 Views

Hello  Franciscomnunes,


We are checking in with you to know if you have already performed the troubleshooting steps that we have provided or if you have any additional queries. Please know that we would be happy to assist you if you have any.


Thank you, and have a great day!



Best regards,

Carmona A.

Intel Customer Support Technician


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franciscomnunes
545 Views

Hi Carmona,

 

Thank you for you contact.

 

I clean installed latest driver and the issue in premiere disappeared.

 

Thank you!

 

Francisco

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NormanS_Intel
Moderator
378 Views

Hello franciscomnunes, 


That's great to hear! A clean installation of the latest driver can often resolve unexpected issues by removing any previous settings that may have been causing conflicts. I'm glad to know that the problem with Premiere has been resolved. If you encounter any further issues or have any more questions, feel free to reach out. 


Therefore, I will close this inquiry now. Once again, if you need further assistance, please submit a new question as this thread will no longer be monitored.


Best regards,

Norman S.

Intel Customer Support Engineer


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