7 Replies Latest reply on Aug 2, 2016 1:36 PM by Intel Corporation

    Driver not responding issue, driver not compatible from intel site

    Barte

      Hi,

       

      I am having a problem that I see reported a lot where my screen crashes for a few seconds and says: Intel HD drivers stopped responding and have recovered.

       

      I have updated my drivers automatically, it says up to date from Acer. I have then manually downloaded the latest version that is compatible with my system from the Intel site (i7 - 4500) - https://downloadcenter.intel.com/download/26079/Intel-Graphics-Driver-for-Windows-10-15-40-4th-Gen-?product=81496  yet when i try to update it it says my laptop does not meet the minimum requirements.. I remove and uninstall the drivers windows have and try to run the setup but the same error occurs. I have updated my BIOS to the most recent from Acer site.

       

      Any Help on this matter would be greatly appreciated, thanks!

       

      Message was edited by: Liam Butler File attached regarding intel control panel

        • 1. Re: Driver not responding issue, driver not compatible from intel site
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Barte:
           
          In order for us to be able to help you we just need to check some details.
           
          What is the model of the Acer laptop?
           
          Which version of Windows® are you using?
           
          Did you try the following web site to install the latest drivers?
           
          http://www.acer.com/ac/en/US/content/drivers
           
          The problem should get fixed installing the latest graphics driver version 4463, which is the one you already installed.
           
          So, now, we need just a report from the graphics configuration.
           
          Please open the Intel® HD Graphics control panel, choose "options and support", then choose "information center", and then select where it says "file" at the bottom, you will get a text file, please attach it to the thread., so we can check that information.
           
          Any questions, please let me know.
           
          Alberto
           

          • 2. Re: Driver not responding issue, driver not compatible from intel site
            Barte

            Hi Alberto,

             

            Sorry, I should have posted that in the original post! I have attached to the orinigal post the control panel settings.

             

            Aspire E1-572 - Intel Core i7-4500U CPU @ 1.8GHz, 2401MHz, 2 Cores, 4 Logical Processors.

            Using Windows 10 Home - OS Version : 10.0.10586 Build 10586

             

            I already have the same version driver from the Acer site. I have downloaded the driver from the Intel site, however like i said it won't let me install it on my laptop, it says the error: my laptop does not meet the requirements.

             

            Thanks for getting back to me, hopefully you know what's wrong!

             

            By the way, i get the screen freezes and driver stopped/started working messages during watching youtube/netflix, whilst playing LoL and Wow.

            • 3. Re: Driver not responding issue, driver not compatible from intel site
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Barte:
               
              No problem at all, thank you very much for that information.
               
              The driver you tried is the right one for your laptop, since the graphics controller is Intel® HD Graphics 4400, so, we can try to install that driver again, this time try to install it manually, and also delete it manually, let me give you the links with the instructions to do that, use the method that shows how to uninstall it from device manager:
               
              Uninstall drivers manually:
               
              http://www.intel.com/content/www/us/en/support/graphics-drivers/000005598.html
               
              Install driver manually:
               
              http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html
               
              And here is the link for the driver just in case:
               
              https://downloadcenter.intel.com/download/26079/Intel-Graphics-Driver-for-Windows-10-15-40-4th-Gen-?product=81497
               
              Please let me know the results of trying the steps above.
               
              Also, the laptop was design to work with Windows® 8.1 64-bit, so, the reason why the driver is not working properly, could be relate to that.
               
              Did you check with Acer before doing the upgrade to Windows® 10, if there are some issues by doing that?
               
              Any questions, please let me know.
               
              Alberto
               

              • 4. Re: Driver not responding issue, driver not compatible from intel site
                Barte

                Hi Alberto,

                 

                Thanks for the quick reply.

                 

                I've followed these steps and finally the driver installed itself! Tried a few games and streams and so far so good, no screen freezing!

                 

                Can i ask a quick follow-up question - when Windows 10 does its automatic driver updates, will it think the old driver which i removed is better and so install it again? or will it just think this driver is the most up-to-date.

                 

                Sorry for troubling you and if my questions are simple!

                 

                Thanks so much again,

                 

                Barte

                • 5. Re: Driver not responding issue, driver not compatible from intel site
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Barte:
                   
                  No problem at all, we are here to help you.
                   
                  And we are glad to hear that the laptop is working fine now.
                   
                  In regard to your inquiry, the Windows® automatic driver update works based on the date, so when Windows® does the update, is because there is a newer driver, it is actually not related to the performance it is just base on the one that is up-to-date.
                   
                  Any questions, please let me know.
                   
                  Alberto
                   

                  • 6. Re: Driver not responding issue, driver not compatible from intel site
                    Barte

                    Hi Alberto,

                     

                    Sorry for the late reply but I've just waited to see if it works. The driver stays on until i restart my laptop, or if it has been idle for an hour or so. At this point i look at my driver and it has re-installed the old driver and replaced the intel driver with it, meaning that the 'driver not responding and has been fixed'error occurs again. I have repeated the process numerous times and it happens all the time.

                     

                    I have searched how to stop windows automatically updating drivers, and followed what they say yet it is not working.  How to Uninstall and Block Updates and Drivers on Windows 10  I downlaoded the 'hide'troubleshooter and hidden the intel drivers, it is still udating them almost instantly making me have the same problem

                     

                    Any input on this would be much appreciated.

                     

                    Regards,

                    Barte

                    • 7. Re: Driver not responding issue, driver not compatible from intel site
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello Barte:

                      Based on the information on your last post, it seems to be that the laptop needs or requires the drivers from the OEM, in this case Acer, to work properly.

                      The following link belongs to Microsoft®, and it shows the steps of how to disable the Windows® updates, please try those steps and let me know the results:

                      https://support.microsoft.com/en-us/kb/3080351

                      Once you disable that feature, once again, try to install the 4463 driver manually. 

                      NOTE: These links are being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.


                      Any questions, please let me know.

                       

                      Alberto