0 Replies Latest reply on Apr 28, 2016 9:49 AM by Bryce@Intel Branched to a new discussion.

    Default level information for reporting Graphics issues

    Bryce@Intel

      Hi All,

      IMPORTANT Update: To clean up the Gfx community, we will be moderating threads & posts that are duplicate or incorrectly posted. Please do your part in supporting the community by thoroughly searching for your question/concern before creating a new thread. Duplicates may result in your post to go unanswered, closed, or deleted without further warning.

       

      If you have an observation to report, please be sure to fill out this information as complete as possible.

        [copy and paste it to a new thread OR within an existing thread 'reply' and copy+paste this to fill in]

      If something doesn't apply, simply indicate NA. This level of information is necessary for issues to be reproduced and investigated.

      There are a lot of experienced people in the communities; this information may also help these other users to help answer your questions.

      We appreciate your assistance in making Intel products better for all.

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      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide 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.

       

      Configurations

      Single 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 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.






      ...

      Note1:

      1. Go to “Device Manager”. Double click on “Display adapters”, right click on “Intel(R) HD Graphics…” and select “Properties”, select “Details” tab, select “Hardware Ids” in Property drop-down box.  Capture this info (save as screenshot) and include as an attachment in the Intel Community Forum posting.

       

      NOTE2:

           Please follow these instructions below to collect info for the 3 areas. This greatly helps engineering with replicating the issue and investigating and is a requirement from them.


      Intel SSU (System Support Utility): (Note - This is a new Intel tool that will eventually incorporate gathering all the data needed in one click. Targeting end of year to be fully featured. Until then, please provide the DxDiag and DispDiag as well)

      Download Intel® System Support Utility

      1. Download the utility
      2. Run the exe and select 'Scan'
      3. Save and include as an attachment int he Intel Community Forum

       

      DxDiag Instructions:

      1. Click on the “Start Menu” -> Type “DxDiag” -> Press “Enter” -> Wait for the DirectX Diagnostic Tool to finish loading
      2. In the DirectX Diagnostic Tool, click “Save All Information” -> Save the file DxDiag.txt
      3. Include DxDiag.txt as an attachment in the Intel Community Forum

       

      DispDiag Instructions:

      1. Click on the “Start Menu” -> Type “cmd” -> Then a command shell window will open
      2. In the command shell, type “dispdiag -out %homepath%\Desktop\DispDiag-Intel-Issue.dat” -> The command shell will output something similar to “Dump File: C:\Users\[username]\DispDiag-########-######-#####-#####.dat”
      3. Locate the .dat file on your desktop and include DispDiag-Intel-Issue.dat in the Intel Community Forum


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      Additional resource for reference/reading:

      Basic troubleshooting suggestions and how to get better assistance from the community.