3 Replies Latest reply on Aug 22, 2017 11:52 AM by Intel Corporation

    Intel graphics hd4000 issue

    Sharam

      hi I have problem with graphics driver every time I try to update driver windows crash and give me blue screen says stop code VIDEO TDR FAILURE what failed :igdkmd6.sys only when I update manually my graphics card to BASIC Display Adapter and then I can use windows with no problem but I can not update my graphics driver I try everything re-install windows many many time to deferent windoes 8 or 10 still nothing I try update windows still nothing i install manually still nothing I cant update my graphics driver only to Basic Display Adapter please someone help me I've been trying for 1 week still nothing

        • 1. Re: Intel graphics hd4000 issue
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Sharam,
           
          I understand that when you try to update graphics driver the computer gives you a blue screen of death.
           
          Let me apologize for any inconvenience this issue may be causing to you.
           
          In order to help you better I would like to gather more information about the configuration you have in the computer.  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
           
          Please also run the Intel® Processor Diagnostic Tool and let me know if the test passes or not.  You can download the tool from this link
           
          To attach a file, you must click “Use Advanced Editor” on the upper right hand corner of the response box, then the “attach” option will appear on the bottom right hand corner of the response box.
           
          Regards,
          Fred D.

          • 2. Re: Intel graphics hd4000 issue
            Sharam

            this is the txt file you asked for hope it will help you let me know if you want more information

            • 3. Re: Intel graphics hd4000 issue
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Sharam,
               
              Thanks for the information you sent to me.
               
              According to the Intel® System Support Utility latest graphics driver is currently installed in your computer.  If your computer is currently working fine then there is no need to install any other driver.
               
              If you are getting blue screens of death with different operating systems then this might be hardware related problem.  The best option would be contacting Acer* so they can run hardware tests in your computer.  This link will give you their contact information https://www.acer.com/ac/en/US/content/service-contact
               
              Regards,
              Fred D.