5 Replies Latest reply on Mar 22, 2017 2:45 PM by Intel Corporation

    Is this update (10.1.1.38) causing my problem? Can it be removed?

    Mugsy

      I have been battling this bizarre problem for over a month, and after lots of detective-work, I now suspect a Windows Update from last January to be the cause.

       

      Briefly, since about a month ago, I suddenly can no longer Shutdown/Reboot from Windows (I must use the buttons on my PC to complete the task.) Note, problem does not occur in Safe Mode or Linux.

       

      I've found that if I disable the driver for my video card (GTX670 in a PCIe slot) or ONE particular driver related to my TV tuner (ATI HDTV Wonder in a PCI slot), everything works fine again. But neither (obviously) is a permanent solution.

       

      With some more experimenting, I discovered that if I rollback one or both of a particular Intel Device driver, I can Shutdown/Reboot ONCE. And upon returning, if I put BACK those drivers, I can Shutdown/Reboot ONCE one time more. Extremely odd.

       

      Checking my "Windows Update" History, this particular update (INTEL - System - 10/3/2016 12:00:00 AM - 10.1.1.38) is the last hardware related update installed back in January. There is no KB number, no information on what changes it made, and no info on how to undo it (as I mentioned, rolling back the driver only helps one time.)

       

      Does anyone know what changes this update makes and how to undo them?

       

      TIA.

       

      Intel Port 5.jpg

        • 1. Re: Is this update (10.1.1.38) causing my problem? Can it be removed?
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello :

          Thank you very much for joining the Intel® processors communities.

          In regard to your question, on the following link you will be able to see additional information about that driver update:

          https://www.catalog.update.microsoft.com/Search.aspx?q=10.1.1.38

          The fact that the PC works fine on safe mode or with Linux indicates in fact that is a driver problem, as an option, to try a BIOS update to the latest version will be a good thing to do.

          Normally in order to undo the changes done by the driver we recommend to un-install the driver, in this case as you can see the chipset driver has different entries, so the best option for this scenario will be to install the chipset driver provided by the manufacturer of the board on top of the driver that is currently installed to avoid any more problems with the PC.

          Depending on the Windows version you are using, you will also find an option to do a “system restore” or “reset the PC” which is basically to restore the PC to the last known good configuration, you can try that and then disable the Windows automatic updates to stop the driver from installing, please do a back up of the important information you have before trying these steps.

          To get further information about the driver, please get in contact with Microsoft, they should be able to provide further details about it:

          Microsoft’s phone number: 1 800-642-7676

          Microsoft’s support site: https://support.microsoft.com/en-us

          Any further questions, please let me know.

          Regards

          Alberto

          • 2. Re: Is this update (10.1.1.38) causing my problem? Can it be removed?
            Mugsy

            Hi Alberto, thanks for the reply.

             

            Unfortunately, I have the latest version of my BIOS, released in 2014. There have been no BIOS updates since then (and worked w/o issue for years.)

             

            Also unfortunately, I have no Restore Points that go back that far (the problem arose in January.) My C: drive is a 120gb ssd, so it keeps only about 1 Restore Point at a time.

             

            Rolling back the driver appears to only fix the problem for one boot only. Upon reboot, I must un-rollback the driver, which allows me to shutdown/reboot just once one more time yet again. I can repeat the process all day. There is clearly something else at work here.

             

            I'm thinking there is an actual MS update behind this problem because that's the only thing I haven't been able to identify/undo.

            • 3. Re: Is this update (10.1.1.38) causing my problem? Can it be removed?
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello :
               
              You are welcome.
               
              Thank you very much for letting us know that information.
               
              This is normally the last step that we recommend to do, but since the problem still persists, did you try to re-install Windows from scratch?
               
              What is the model of the board?
               
              What is the model of the processor?
               
              If this is a laptop, what is the model of it?
               
              Also, if this is a desktop PC, for testing purposes, even though the problem does not seem to be related to hardware, do you have the option to test the PC with a different hard drive?
               
              Did you test it outside the chassis?
               
              Do you have the option to use a different power supply?
               
              If you use the PC just with one memory stick, and no hard drive, is the problem still the same?
               
              Please let me know the results of trying the steps above.
               
              Any questions, please let me know.
               
              Regards
               
              Alberto
               

              • 4. Re: Is this update (10.1.1.38) causing my problem? Can it be removed?
                Mugsy

                Hey Alberto, thanks for the reply.

                 

                Attempting to get the Intel Driver Installer to work only made things worse (It was failing b/c it was saying the "Windows Installer Service" was not running. Enabling it got the utility to go a bit further, only to then fail because the critical "Base Filtering Engine" service" was now disabled. Attempting to re-enable it resulted in being told "Access Denied" despite being Admin, and none of the suggested fixes on Google worked.)

                 

                And with that, I gave up and just restored an 8 month old backup (taking screenshots of my desktop and all menus first.) When I created it 8 months ago, everything worked perfectly, but things have since changed and... while it still works... the restored backup has a few small issues of its own, but nothing major (I think.)

                 

                It looks like this mystery will have to remain a mystery.

                 

                Thanks anyway.

                • 5. Re: Is this update (10.1.1.38) causing my problem? Can it be removed?
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello :
                   
                  You are welcome.
                   
                  Thank you very much for letting us know that information, we really appreciate you took the time to do that.
                   
                  We are really sorry to hear that the problem was not resolved even when using the Intel® Driver Installer.
                   
                  It is good to hear though, that you were able to restore the back up from 8 months ago and now the computer is running with no major issues.
                   
                  Any other inquiry, do not hesitate in contact us again.
                   
                  Regards
                   
                  Alberto