HD Graphics 520 Causing Dialog boxes and some applications to be blank

MKhou · ‎07-07-2017

I am having problems with this video driver. This started a while ago but I finally tracked down the issue.

Background. Whenever I am trying to close a Word or other Office document, the Save As box usually comes up asking me to Save Save As or Cancel. Now, this box is blank. Nothing in there. I am having the same problem with other applications such as my document management software. Last week, it started with Chrome. When I launch, the entire window is blank.

After tried to address this with Microsoft and spending dozens of hours on tech support calls, I started playing around with stuff myself. Today I checked out the display adapters. I updated everything first to see if that solved the problem. It did not. Then I opened Display Adapter items in Device Manager (Windows 10 and I first tried disabling the AMD Radeon driver. No Change. Then I tried disabling the Intel HD Graphics 520 driver. Everything worked (except all the items that rely on this driver, such as Extended Display). I have tried updating the driver, rolling it back, but nothing helps. I have run countless anti-virus scans and Windows updates but no help.

I am hoping that someone here can help. I have figured out some workarounds, but some of my web applications will only work with Chrome for some reason, so I can't use them now.

Michael

idata · ‎07-07-2017

MichaelK253: Thank you very much for joining the Intel® Graphics communities.

Even though you mentioned that you have the latest driver, here is the link to install it, 4678:

https://downloadcenter.intel.com/download/26836/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88355 https://downloadcenter.intel.com/download/26836/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88355

What is the motherboard?

What is the model of the processor?

If this is a laptop, what is the model of the laptop?

Any questions, please let me know.

Regards,

Alberto R

MKhou · ‎07-10-2017

Alberto, any ideas for this? I am at a loss.

idata · ‎07-10-2017

MichaelK253: Thank you for providing those details. That is correct, we recommend to install the drivers provided by the manufacturer, since as it was mentioned above, the Intel drivers are generic and they might not work with your system. If you already tried the drivers provided by the manufacturer, then we can manually install the Intel drivers, it will not cause any harm to the laptop.

I looked for the drivers for your laptop, if I am looking at the correct model, it says Windows® 10 is not showing as compatible, it says there are drivers for Windows® Vista or XP.

http://www.dell.com/support/home/cr/en/crdhs1/product-support/product/inspiron-1501/drivers http://www.dell.com/support/home/cr/en/crdhs1/product-support/product/inspiron-1501/drivers

Just in case, on the link below you will find the instructions to install the drivers manually, but since the laptop is not compatible with Windows® 10, the driver and the laptop might not work as expected:

https://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html https://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html

https://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html https://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html

Any questions, please let me know.

Regards,

Alberto R

MKhou · ‎07-11-2017

Alberto, this computer is running Windows 10 native. Not sure what you are looking at. I tried to uninstall and restart, but the same driver was installed and I still have the same problem

MKhou · ‎07-11-2017

Specific model is Inspiron 5759

i7-6500

64 bit Windows 10 Home

16 GB Installed RAM

MKhou · ‎07-12-2017

The problems appears to relate to your March 2017 release. By the way, I tried to run your update again, and got the same message that the OS was not supported. As I said, I am running Windows 10 64 bit native. Dell says that you are wrong that it is something that relates to their drivers. They also sent me a link to the Intel Update Utility, which I tried to run. When I installed it, the dialog box that came up was blank. I can tell by moving my mouse across the box that there are some items in the box, but nothing is visible to me. Intel says that I should install a new version of the HD 520 driver, but when I try, my PC brings up an error message that says that the OS is not supported.

idata · ‎07-12-2017

MichaelK253: Thank you very much for providing that information. I looked for the specific model you gave me, but I did not find it. Could you please try to find the model of your laptop on the link below? Please select the option "Change product", the Inspiron 1500 is not listed:

http://www.dell.com/support/home/cr/en/crdhs1/product-support/product/inspiron-1501/drivers http://www.dell.com/support/home/cr/en/crdhs1/product-support/product/inspiron-1501/drivers

Any questions, please let me know.

Regards,

Alberto R

MKhou · ‎07-13-2017

The pc is an Inspiron 1501. Dell is suggesting that I force the driver back to the one before the March update. Will try that.

MKhou · ‎07-13-2017

Dell provided me a link to force the driver back to the version from January. That solved the problem. The Intel drivers from the March and later builds were the cause of the problem. Hopefully you will be able to fix this.

Thanks. Michael

idata · ‎07-13-2017

MichaelK253: Thank you very much for letting us know that information. Perfect, it is great to hear that the problem got resolved by installing the drivers provided by Dell.

Any questions, please let me know.

Regards,

Alberto R

MKhou · ‎11-02-2017

Alberto (or whoever gets this). The video driver issue is coming back. I re-install the older driver which fixes the problem, but every time I restart my computer, the new driver is apparently installed and the problem comes back. How can I change my settings so that your new video drivers don't get installed.

Alternatively, will you be releasing a version that doesn't cause the problem?

Michael

idata · ‎11-02-2017

MichaelK253: We are sorry to hear the problem came back. In regard to your inquiry, the best thing to do will be to get in contact with Microsoft directly to get the information of how to disable the automatic driver updates:

https://support.microsoft.com/en-us/contactus/ https://support.microsoft.com/en-us/contactus/

Just in case, I found a link that shows how to do that but if it does not work, then to contact Microsoft will be the next step:

https://www.howtogeek.com/223864/how-to-uninstall-and-block-updates-and-drivers-on-windows-10/ https://www.howtogeek.com/223864/how-to-uninstall-and-block-updates-and-drivers-on-windows-10/

The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there.

Any questions, please let me know.

Regards,

Alberto R

Stefan3D · ‎11-02-2017

MichaelK253 schrieb:

Alberto (or whoever gets this). The video driver issue is coming back. I re-install the older driver which fixes the problem, but every time I restart my computer, the new driver is apparently installed and the problem comes back. How can I change my settings so that your new video drivers don't get installed.

Alternatively, will you be releasing a version that doesn't cause the problem?

Michael

check out:

https://support.microsoft.com/en-us/help/3073930/how-to-temporarily-prevent-a-driver-update-from-reinstalling-in-window https://support.microsoft.com/en-us/help/3073930/how-to-temporarily-prevent-a-driver-update-from-reinstalling-in-window

otherwise try the new driver from the old branch

https://downloadcenter.intel.com/download/27227/Graphics-Intel-Graphics-Driver-for-Windows-15-45- Download Intel® Graphics Driver for Windows* [15.45]

MKhou · ‎11-13-2017

Hi. How do change settings in Windows 10 to disable the automatic update of the Intel Graphics driver? I want Windows updates, but want to prevent the Graphics driver from being installed because there are compatibility issues with my computer.

Thanks. Michael

idata · ‎11-13-2017

Hi MichaelK253: Please get in contact with Microsoft directly to receive all the necessary information about how to disable the automatic driver update.

Any questions, please let me know.

Regards,

Alberto R

MKhou · ‎11-13-2017

Alberto,

Microsoft says to ask Intel because the driver issue I have is with the Intel driver which still has compatibility issues after six months.

I have to manually install your driver from last year every single day to have the display work properly. No problems until just recently.

Help please.

Michael

idata · ‎11-14-2017

MichaelK253: Thank you very much for letting us know those updates.

There is a new driver for the Intel® HD graphics 520 controller, it is version 4849, please try to install that driver:

https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=88355 https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=88355

You mentioned there was a driver that solved the problem, do you know that driver version?

If by any chance, the problem remains, please provide the information requested on the following link:

/message/319025# 319025 https://communities.intel.com/message/319025

Any questions, please let me know.

Regards,

Alberto R

MKhou · ‎11-15-2017

The link you gave me to provide feedback says that the discussion is closed and that I had to do a bunch of stuff I am not capable of doing.

No, this driver doesn't work. It actually would not even install because the Dell computer says it was not compatible. I was then taken to a Dell Support site that gave me the option of a driver that was also supposed to be current. I installed that. Same problem. No better.

In other words, I have spent dozens of hours trying to address this issue and am farther behind because now I have to re-load the old driver every single day.

Is this a known issue? Is it being addressed? Is it possible that I am the only person on the planet with this problem?

idata · ‎11-15-2017

MichaelK253: Thank you very much for providing those results. We are sorry to hear the problem remains.

Yes, the purpose of the previous link was for you to fill the information requested on the chart, as an option you can copy it and paste it on word and the fill the details requested, then attach it to the thread. Also to provide the SSU, DxDiag and DispDiag reports, so we can verify some specifications about your system.

In regard to your inquiries, no, it is not a known issue, yes, we need the information requested on the link above to address this problem and there are no reports recently about this same type of scenario.

Do you know the driver version that was working properly?

Did you try to install the driver 4849 manually?

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

Let me apologize for any inconvenience.

Any questions, please let me know.

Regards,

Alberto R

idata · ‎11-20-2017

MichaelK253: I just wanted to check if you saw the information we requested previously and if you need further assistance on this matter?

Any questions, please let me know.

Regards,

Alberto R