1 2 Previous Next 16 Replies Latest reply on Nov 15, 2017 3:25 PM by Intel Corporation

    Broken Intel HD 5500 Drivers (Win 10)

    JimmyBob

      Hello, so for a while now I've been trying to fix what I initially thought was a game issue, but I've come to believe it's a driver issue after further testing.

       

      While playing Team Fortress 2 in the past few months I've experienced noticeably lower framerates, and at the very least much lower than what I should be getting. I was under the impression this was a game issue, as TF2 is infamous for being somewhat unoptimized, after trying to lower game settings and it have no difference. While using all drivers with the exception of the most recent available version (15.40.36.4703), particle effects will lower my framerates into the 25-45 range, depending on the intensity and how close they are to my field of view on screen. When using the most recent driver, particle effects are no longer an issue, but where I'm looking in the game does. If I'm inside, I have solid framerates- but depending on where I'm looking, such as if I walk outside in the game, it drops severely, sometimes into the same range as the previous drivers when confronted with particle effects.

       

      I'm certain this is not a game-side issue as I observed it in other games, namely Borderlands 2 and Warframe.

       

      I'm currently running on a laptop with an i5 5200u, Intel HD 5500, 6gb ram, and latest build of windows 10.

       

      I've attempted 3 windows reinstalls, and reinstalled the game numerous times, as well as cleaned out my laptop for dust, and tweaked the graphics control panel settings, and also tweaked power settings.

       

      I've done more, but those are the most general think.

        • 1. Re: Broken Intel HD 5500 Drivers (Win 10)
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello JimmyBob,
           
          I understand you are getting low FPS while playing Team Fortress 2.
           
          Let me apologize for any inconvenience this issue may be causing to you.
           
          I would like to gather more information about the issue you are reporting.  Would you please fill out the form that is in the following link and post it on this thread? https://communities.intel.com/thread/77761
           
          Please also attach the Intel® System Support Utility and DxDiag reports.
           
          I would like you to also try the recommended settings we have for that game https://gameplay.intel.com/en-us/CPUAndGameSelected/Index/85212/627268/0
           
          How many FPS are you getting while playing that game?
           
          Regards,
          Fred D.

          • 2. Re: Broken Intel HD 5500 Drivers (Win 10)
            JimmyBob

            Category

            Questions

            Answers (N/A if not applicable)

            Description

            Provide a detailed description of the issue

            With all driver prior latest version/version I have installed (See below), in-game particles would cause frame rate drops, the closer to my viewpoint, the higher the drop. While on the latest driver, instead of particles causing frame rate drops, where I'm standing in game does - if I'm inside, I have higher framerates, but while outside/looking into distance, I can lose 40-50 frames. I've also noticed stuttering with this latest driver. with 50% of my frame rate dropping for a split second, then returning to normal.

            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.

            HP 15-r210dx

            Hybrid or switchable graphics system?
            ie Does it have AMD or NV graphics too?

            Integrated Intel HD 5500 only

            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).

            6 GB

            Provide any other hardware needed to replicate the issue.
            ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

            Full config listed here

            Hardware Stepping (see note1 below).

            Screenshot (38).png

            Software (SW)

            Operating System version (see note2 below).

            Windows 10 Home, 1709, Build 16299.19

            VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

            5.5.1027

            Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

            I downloaded and installed version 15.40.36.4703 64-bit .zip, but the Graphics Control Panel says the version is 20.19.15.4073 (Noticed while filling in this form)

            SW or Apps version used to replicate the issue.

            Latest Steam build (non-beta), Team Fortress 2 (Latest version)

            Configurations

            Single display, clone, or extended (see note2 below).

            Single

            Display resolution & refresh rate setting of each display (see note2 below).

            1366x768, 60p Hz

            AC or DC mode, i.e. is power cable plugged in or not?

            AC, problem persists in battery-only mode

            How to repro

            Please provide steps to replicate the issue.  These steps 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. See attached screenshots *Screenshots are taken in singleplayer offline server*
            2. fpstest1.jpg
            3. fpstest6.jpgfpstest5.jpgfpstest4.jpgfpstest2.jpg

            ...

            I have tried the recommended settings before, I usually net the same/lower framerates. The screenshots above are taken on the lowest in game settings (with the exception of resolution, which is at my native 1366x768). With both different drivers I get around the same framerate, 30-110, just under different circumstances. With the older drivers, I only reach the the low end when in game particle effects are close to my viewport/many are on screen, while with the latest driver (The one that the screenshots were taken with), my framerate depends on where I'm standing in game. While inside, in a enclosed room with high action I get around 45-60, while in outside in-game I get the previously mentioned low of 30 FPS. I've experienced the varying effect of drivers for the past 3-4 months, on previous Windows 10 versions (1703), and seen the effects of the different drivers in Borderlands 2 as well. I'm unsure exactly when it started, but I started trying to fix it around the time after the Creator's Update launched, and at the earliest, the beginning of this year.

            • 3. Re: Broken Intel HD 5500 Drivers (Win 10)
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello JimmyBob,
               
              Thanks for the information you sent to me.
               
              Let me do further research about this issue.  I will post on this thread updates as soon as I have them available.
               
              Regards,
              Fred D.

              • 5. Re: Broken Intel HD 5500 Drivers (Win 10)
                JimmyBob

                Bumping in case anyone has further information on this issue

                • 6. Re: Broken Intel HD 5500 Drivers (Win 10)
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello JimmyBob,
                   
                  I would like you to try disabling Windows 10* Game Mode.  In order for you to access Game Mode click on Start -> Settings (cog icon) -> Gaming -> Game Mode.
                   
                  Regards,
                  Fred D.

                  • 7. Re: Broken Intel HD 5500 Drivers (Win 10)
                    JimmyBob

                    I've tested with Game Mode on and off, seems to make no noticeable difference other than the enabling of VSync, which is irrelevant as I can't reach 60 frames per second unless there's very little happening on screen.

                    • 8. Re: Broken Intel HD 5500 Drivers (Win 10)
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello JimmyBob,
                       
                      I am sorry to hear you are still having issues with Team Fortress 2.
                       
                      I will try to replicate the issue in our lab.  I will post information on this thread as soon as I have it.
                       
                      Regards,
                      Fred D.

                      • 9. Re: Broken Intel HD 5500 Drivers (Win 10)
                        JimmyBob

                        I recently tested TF2 on my friend's laptop, which is the same spec wise as my own, with the exception of the processor ,which is a i7-5500u as opposed to my own i5-5200u. The biggest gain the 5500u had on my processor is at base clock it's 2.4ghz, while mine is 2.2ghz, and 3ghz in Turbo over my 2.7. With no tweaking, all balanced power settings, I was able to never drop 60 FPS in a full server.

                        On a couple of my few Windows reinstalls I've tried running TF2 on my system without changing anything, and I net the same results as mentioned in my original post.

                         

                        *I should note my friend's laptop had Windows 8.1, while I'm running 10, but I currently have no way of rolling back to 8.1, despite it being the version that shipped with my laptop, as I've tried in the past with no avail.*

                        • 10. Re: Broken Intel HD 5500 Drivers (Win 10)
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello JimmyBob,
                           
                          Thanks for the additional information you sent to me.
                           
                          This might not be a driver issue.  The same graphics driver you have installed on Windows 10* will also run on Windows 8.1*.  If it were a driver issue you would be getting the exact same issue in both versions of Windows*.
                           
                          If possible try testing the computer game with a clean installation of Windows*.  Please try not installing RS2 or RS3 updates yet and check if you get or not the same performance issue.
                           
                          If possible also check the computer BIOS of your laptop and check if video memory can be increased or not.  Performance issues can be caused by the lack of enough available graphics memory.
                           
                          Regards,
                          Fred D.

                          • 11. Re: Broken Intel HD 5500 Drivers (Win 10)
                            JimmyBob

                            I've tried fresh installs of windows previously (fresh start, complete wipe and reinstall, keep files, etc), and it unfortunately did effectively nothing. Last night I attempted a roll-back to Windows 8.1 via ISO image, and was successful. After testing the game, I have a small frame increase, but I'm still seeing the effect where I drop 40 frames per second depending on where I'm looking (See screenshots in original post for reference). The vram sounds like it could be the culprit, but my amount is unchanged (So the properties panel says, 128MB) and I have no option in my BIOS to increase this number.

                            • 12. Re: Broken Intel HD 5500 Drivers (Win 10)
                              JimmyBob

                              Just tested with driver 4703, flat out worse performance across the board with it

                              • 13. Re: Broken Intel HD 5500 Drivers (Win 10)
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello JimmyBob,
                                 
                                I will do further research about this and come back to you.  I will let you know when I have more information available.
                                 
                                Regards,
                                Fred D.

                                • 14. Re: Broken Intel HD 5500 Drivers (Win 10)
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello JimmyBob,
                                   
                                  We recently released newer version of the graphics driver and I would like you to give it a try.  Please download it from this link https://downloadmirror.intel.com/27267/a08/win64_154037.4835.zip
                                   
                                  Let me know the minimum FPS you are getting with the graphics driver I just provided.
                                   
                                  Regards,
                                  Fred D.

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