6 Replies Latest reply on Jan 23, 2018 2:12 PM by AndreiA

    Intel HD620 graphics driver bug




      Answers (N/A if not applicable)


      Provide a detailed description of the issue

      watching twitch.tv streams at 1080p@60fps, fullscreen freezes chrome and windows in a matter of seconds

      watching task manager, the frequency of the CPU goes to 3.1GHZ (maximum turbo) and CPU usage seems a bit higher: ~25-30% compared to ~20-25% with the OEM driver

      watching chrome's chrome://gpu page, hardware decoding seems to be ok:


      Graphics Feature Status

      • Canvas: Hardware accelerated
      • CheckerImaging: Disabled
      • Flash: Hardware accelerated
      • Flash Stage3D: Hardware accelerated
      • Flash Stage3D Baseline profile: Hardware accelerated
      • Compositing: Hardware accelerated
      • Multiple Raster Threads: Enabled
      • Native GpuMemoryBuffers: Software only. Hardware acceleration disabled
      • Rasterization: Hardware accelerated
      • Video Decode: Hardware accelerated
      • Video Encode: Hardware accelerated
      • WebGL: Hardware accelerated
      • WebGL2: Hardware accelerated


      this issue was NOT present with the OEM driver that came preinstalled ( Also, the version which is the latest found by Windows Update is behaving normally.

      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%): X

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      ASUS UX430UA

      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).
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)


      How much memory [RAM] in the system (see note2 below).

      Physical Memory (Installed): 8 GB

      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).

      Version 10.0.16299 Build 16299

      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).

      Driver Version

      SW or Apps version used to replicate the issue.

      Google Chrome Version 63.0.3239.132 (Official Build) (64-bit)



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


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

      Resolution 1920 X 1080

      Refresh Rate - Current 60 Hz

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

      AC - plugged in

      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. Uninstall any intel hd graphics from device manager/control panel
      2. Restart the machine
      3. Install the driver manually from device manager (using provided .zip file)
      4. Restart the machine
      5. Open Google Chrome, open www.twitch.tv and get on any 1080p@60fps stream.
      6. Double click the video to go fullscreen
      7. Wait for 5 to 10 seconds. Most likely the video will freeze, along with Chrome and Windows


        • 1. Re: Intel HD620 graphics driver bug
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello AndreiA,

          Thank you for contacting Intel Support,

          I understand that you are having freezing problems when streaming twitch at 1080p 60fps, I apologize for any inconvenience this may be causing.

          Regarding this problem, we believe it could be an incompatibility between the computer which is an Asus computer and the generic Intel® Driver. If well our drivers are made for the integrated graphics it is best to use the ones that have already been customized by the different OEMs, Asus for example. 

          We supply generic versions of graphics drivers for general purposes.  Computer manufacturers can change the features, incorporate customization, or make other changes to the graphics driver software or software packaging.  To avoid potential installation incompatibilities, we recommend that you first check with your computer manufacturer and use the driver software provided.

          We suggest you use the driver provided by Asus in order to avoid problems. 

          David V

          • 2. Re: Intel HD620 graphics driver bug
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello AndreiA,

            I am following-up with your case and I see that we have not heard back from you,

            Is there anything else I can help you with?

            Were you able to solve your issue?

            Do not hesitate to reply to this for further help! 

            David V

            • 3. Re: Intel HD620 graphics driver bug



              I have rolled back to the old driver provided by windows update, since that seems to be the only solution.
              I am pretty upset about using a (very) outdated driver, but at least it is a working one..
              I still haven't managed to get the new driver to work, and I was waiting and hoping that a new version would fix it.. I would love to benefit from the improvements of the new drivers.

              Thank you for the follow-up!

              • 4. Re: Intel HD620 graphics driver bug
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello AndreiA,

                Thank you for your response,

                I apologize for any inconvenience, you can refer to the following link to download the latest drivers for your system. With the information provided I was able to find it:


                It should contain the latest driver for your system provided by the manufacturer, please attempt to download and install it.

                Please let us know the outcome, I hope you find this helpful. 

                David V

                • 5. Re: Intel HD620 graphics driver bug



                  I know I can download drivers from Asus, but the drivers there are severely outdated compared to the generic drivers (version and I doubt Asus will ever update them again. That is why I was hoping for a fix in the generic drivers..

                  • 6. Re: Intel HD620 graphics driver bug

                    Hello again,


                    My issue seems to be resolved after installing the BIOS update Asus released on 17/01/2018. Now I am able to run the latest generic drivers without issues.


                    Thank you for the support,