1 2 Previous Next 21 Replies Latest reply on Oct 25, 2016 1:34 PM by Intel Corporation

    Intel Display Driver problem

    Andreea

      Hello

      For the past few weeks I have been experiencing some problems with the display driver. I was playing on my laptop and I noticed the game started to lag quite badly, which it has never done before and wasn't supposed to do. Then I got an error saying that Intel display driver had a problem but it has recovered. But, when I opened the game again, the lag was still there. I restarted the laptop, turned it on and off again, same thing would always happen, I would open the game, play for a bit, then massive lag. However, I never got the error again, just the lag. I uninstalled the Intel driver, the nvidia driver, reinstalled them, updated them, still nothing. I am currently running the latest updates for both drivers, the lag is still there. It doesn't happen all the time, though. Some days it works, some days it doesn't.

      I have an Asus ROG, with Intel i7-6700 HQ @ 2.60 Gh, nvidia geforce gtx 950M, 24 GB DDR4 RAM and I am running Windows 10 64 bit. The laptop is new, I got it two months ago, so I doubt it is a hardware problem, and with these specs, I should have absolutely no problem running The Sims 4 or older games, like Assassin's Creed Revelations, but I still do.

      Any possible fix for this?

        • 1. Re: Intel Display Driver problem
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Andreea:
           
          The processor that the PC is using works with Intel® HD Graphics 530, the driver version 4501 is the latest one available for that graphics controller, please try to install it manually:
           
          Instructions to install the driver manually for Windows® 10:
           
          http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html
           
          Driver 4501:
           
          https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345
           
          What is the specific model of the ASUS ROG?
           
          Did you try the graphics driver provided by ASUS? You can get it from the following link:
           
          https://www.asus.com/Notebooks/X551MA/HelpDesk_Download/
           
          Also, you can try to use the Microsoft drivers, you can do that by uninstalling the current driver and trying a Windows update.
           
          Please let me know the results if trying the steps above.
           
          Any questions, please let me know.
           
          Alberto
           

          • 2. Re: Intel Display Driver problem
            Andreea

            I did all of the above before posting here, and neither worked, unfortunately. My last option was reinstalling the Windows, which I did, and everything seems to work just fine so far. I assume I will see in a few days if the problem is still there. Anyway, thank you for your answer, Alberto.

            • 3. Re: Intel Display Driver problem
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Andreea:
               
              Thank you very much for that information.
               
              Yes, when the rest of the troubleshoot steps do not work, then the last option left to try will be to reinstall Windows as you did, hopefully there will be no more problems with the laptop. And it should work properly now.
               
              Any questions, please let me know.
               
              Alberto
               

              • 4. Re: Intel Display Driver problem
                Andreea

                Hello, Alberto.

                It seems like my problem isn't solved yet. All was well for three days, but now the lag is back. My ROG model is GL552V, if that helps with anything. I have ran out of things to try to make this work. Any other options I may have?

                • 5. Re: Intel Display Driver problem
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Andreea:

                  Thank you very much for that information, at this point pretty much you tried all the troubleshoot steps that we recommend.

                  Based on the fact that the Nvidia and Intel drivers did not work, we can try the driver from ASUS directly, it is called VGA:

                  https://www.asus.com/ROG-Republic-Of-Gamers/ROG-GL552VW/HelpDesk_Download/

                  When you install Windows there is a graphics driver that gets installed, that is a Microsoft driver, not sure if that is the driver you are using now, but if it is not, you can try to use that one, without installing the Intel driver to verify if that fixes the problem.

                  Another option will be to get in contact ASUS directly for further assistance, since they are the manufacturer of the laptop.

                  The next thing for us to do at this point will be to try to replicate the issue, and for that we need the following information:
                                                                                                                                                                                                                                                                                            

                  CategoryQuestionsAnswers (N/A if not applicable)
                  DescriptionProvide a detailed description of the issue
                  Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")Always (100%):
                     Often (51-99%):
                     Sporadic (20-50%):
                     Very Sporadic (<20%):
                  Hardware (HW)Brand and Model of the system.
                  Hybrid or switchable graphics system?
                     ie Does it have AMD or NV graphics too?
                  Make and model of any Displays that are used to see the issue (see note2 below).
                     LFP
                  = Local Flat Panel (Laptop panel)
                     EFP = External Flat Panel (Monitor you plug in)
                  How much memory [RAM] in the system (see note2 below).
                  Provide any other hardware needed to replicate the issue.
                     ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc
                  Hardware Stepping (see note1 below).
                  Software (SW)Operating System version (see note2 below).
                  VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.
                  Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).
                  SW or Apps version used to replicate the issue.
                  ConfigurationsSingle display, clone, or extended (see note2 below).
                  Display resolution & refresh rate setting of each display (see note2 below).
                  AC or DC mode, i.e. is power cable plugged in or not?
                  How to reproPlease provide steps to replicate the issue.  Thesesteps are very crucial to finding the root cause and fix.
                     A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.
                   
                      
                  1.   
                  2.   
                  3.   
                  4.   
                  5.  
                     ...



                  Please install the SSU tool (System Support Utility):

                  You will be able to download it on the following link:

                  https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

                  Once you do that, the tool will allow you to save the information as a file, so, once you save it, please also attach it to this thread, in order for us to see it.

                  Also, Right click anywhere on the desktop and look for the option: Intel® HD Graphics control panel, once you open that, choose "options and support", then select "information center", and then choose where it says "file" at the bottom, you will get a text file, please attach it to this thread, so we can verify it.

                  Any questions, please let me know.

                   

                  Alberto

                  • 6. Re: Intel Display Driver problem
                    Andreea

                    The ASUS driver doesn't work, neither does the Microsoft one. I have tried both of them before. You have here the two files you requested and the information you need.

                                                                                                                                                                                                                                                                                             

                    CategoryQuestionsAnswers (N/A if not applicable)
                    DescriptionProvide a detailed description of the issue
                    Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")Always (100%): X
                       Often (51-99%):
                       Sporadic (20-50%):
                       Very Sporadic (<20%):
                    Hardware (HW)Brand and Model of the system.
                    Hybrid or switchable graphics system?
                       ie Does it have AMD or NV graphics too?
                    nVidia 950M
                    Make and model of any Displays that are used to see the issue (see note2 below).
                       LFP
                    = Local Flat Panel (Laptop panel)
                       EFP = External Flat Panel (Monitor you plug in)
                    LFP
                    How much memory [RAM] in the system (see note2 below).24 GB, DDR4
                    Provide any other hardware needed to replicate the issue.
                       ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc
                    Nothing
                    Hardware Stepping (see note1 below).
                    Software (SW)Operating System version (see note2 below).Windows 10 Pro 10.0.14393
                    VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.1028.0
                    Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).Intel: 20.19.15.4501, nVidia: 372.90
                    SW or Apps version used to replicate the issue.
                    ConfigurationsSingle display, clone, or extended (see note2 below).Single display
                    Display resolution & refresh rate setting of each display (see note2 below).1920 x 1080 (60p Hz)
                    AC or DC mode, i.e. is power cable plugged in or not?AC
                    How to reproPlease provide steps to replicate the issue.  Thesesteps are very crucial to finding the root cause and fix.
                       A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.
                    1. Open a game, like Life Is Strange or Sims 4
                    2. Play on highest settings (which are the default ones) for about 15 minutes
                    3. Game starts lagging
                       ...

                     

                    Thank you for your help, Alberto.

                    • 7. Re: Intel Display Driver problem
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello Andreea:
                       
                      Thank you very much for providing all that information.
                       
                      Now we will try to replicate the issue, using the closest configuration based on the components you are using, we will do that with the game Sims 4, in order to try to find out a possible fix for this problem.
                       
                      As soon as I get any results, I will post all the details on this thread.
                       
                      Did you try a BIOS update to the very latest version? You will find the file for latest BIOS version on the following link, it is version 218:
                       
                      https://www.asus.com/ROG-Republic-Of-Gamers/ROG-GL552VW/HelpDesk_Download/
                       
                      Please let me know the results of trying the BIOS update or if that is the version that is currently installed on the laptop.
                       
                      Any questions, please let me know.
                       
                      Alberto
                       

                      • 8. Re: Intel Display Driver problem
                        Andreea

                        Hello, Alberto. That is not the correct BIOS update, it's for GL552VW, and I have GL552VX. The latest version is 204 and I have 203. I will update it though and let you know if that solves my issue.

                        • 9. Re: Intel Display Driver problem
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello Andreea:
                           
                          Perfect, thank you very much for letting us know the correct BIOS version.
                           
                          Please let us know the results of trying that version.
                           
                          Any questions, please let me know.
                           
                          Alberto
                           

                          • 10. Re: Intel Display Driver problem
                            Andreea

                            Hello, Alberto. I updated my BIOS to version 204 and the problem is still there.

                            • 11. Re: Intel Display Driver problem
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello Andreea:
                               
                              Thank you very much for that information.
                               
                              We will start the investigation on this matter, in order to try to find a possible solution for this problem.
                               
                              As soon as I get any updates, I will post all the details on this thread.
                               
                              Any questions, please let me know.

                              Alberto
                               

                              • 12. Re: Intel Display Driver problem
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello Andreea:
                                 
                                I just wanted to let you know that we are still working on this matter, but I just received some updates, please try the following drivers:
                                 
                                Driver 4530:
                                https://downloadcenter.intel.com/download/26305/Intel-Beta-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345
                                 
                                 
                                Driver 4279:
                                https://downloadcenter.intel.com/download/25274/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345
                                 
                                Please let me know the results of trying the drivers above.
                                 
                                Any questions, please let me know.
                                 
                                Alberto
                                 

                                • 13. Re: Intel Display Driver problem
                                  Andreea

                                  Hello, Alberto. I tried both of those drivers and they didn't fix my problem. However, nvidia released a new driver update, for the version 373.06. Should I update it, or should I wait?

                                  • 14. Re: Intel Display Driver problem
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    Hello Andreea:
                                     
                                    Yes, please try that Nvidia driver as well and let us know the results.
                                     
                                    Any questions, please let me know.
                                     
                                    Alberto
                                     

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