Forever Lost? Intel Driver Issues (Freezing, Screen Turning Black) - Safe Mode/No Driver works fine.

VictoriusH · Mar 31, 2024

With the Intel Iris Plus Graphics driver installed, I can barely use my laptop.
Any time, I do something more intense than opening the start menu (i.e. opening the browser), the screen goes black and freezes for a second.
For normal use, it disable the GPU in device manager, otherwise that constant freezing and black screen makes it unusable.

Processor: Intel Core i7-1065G7
LG Gram 17 2020

That means, the screen turns black for a second any time it's loading something. Regularly, the screen glitches entirely.

I've spent days, trying different stuff already:

Uninstalling via DDU (via Safe Mode, which works fine)
Reinstalling via the official LG Gram software update tool
Reinstalling via Windows automatically
Reinstalling via Intel Update tool
Reinstalling via Snappy Driver Installer
Trying older version of the driver

Any suggestion are highly appreciated! I have no idea what to try next ... other than reinstalling Windows

FreeBooter · Mar 31, 2024

Are you installing the driver yourself, what happens when you uninstall the driver and let Windows 11 install and use the build in driver?

antspants · Mar 31, 2024

Hi VictoriusH welcome to the ElevenForums

Have you considered making an image of the current state of your OS and reinstalling Windows 11 bare bones and seing if what you actually need is a reinstall?

Have you considered an in-place repair upgrade? NOTE: Option Two is the only option left unless you are on an Insiders Preview. (Option One)

Repair Install Windows 11 with an In-place Upgrade

This tutorial will show you how to do a repair install of Windows 11 by performing an in-place upgrade without losing anything. If you need to repair or create a new recovery partition or having problems with the Windows 11 operating system on your PC, and the usual solutions will not fix it...

www.elevenforum.com

Whatever you do, backup Windows first.

VictoriusH · Mar 31, 2024

FreeBooter said:
Are you installing the driver yourself, what happens when you uninstall the driver and let Windows 11 install and use the build in driver?

Yes, see bullet point #3 in my post. I've done that. It installs either the Intel or Microsoft Adapter driver, both of which have issues.

antspants said:
Hi VictoriusH welcome to the ElevenForums

Have you considered making an image of the current state of your OS and reinstalling Windows 11 bare bones and seing if what you actually need is a reinstall?

Have you considered an in-place repair upgrade? NOTE: Option Two is the only option left unless you are on an Insiders Preview. (Option One)

Repair Install Windows 11 with an In-place Upgrade

This tutorial will show you how to do a repair install of Windows 11 by performing an in-place upgrade without losing anything. If you need to repair or create a new recovery partition or having problems with the Windows 11 operating system on your PC, and the usual solutions will not fix it...

www.elevenforum.com

Whatever you do, backup Windows first.

Thanks for the suggestion. I was thinking maybe there are some ideas in regards to prior to going the reinstall Windows route.

glasskuter · Mar 31, 2024

VictoriusH said:
(via Safe Mode, which works fine)

VictoriusH said:
I've done that. It installs either the Intel or Microsoft Adapter driver, both of which have issues.

I'm kind of confused by these statements. You say you do not have the problem in safe mode. Then you say in normal mode the issue exists even when using the Microsoft default graphics driver.
When in safe mode it IS using the MS driver. If a problem doesn't happen in safe mode, this means that default settings and basic device drivers aren't causing the issue. The MS display driver is one of those basic drivers.

This tells me something else is causing the problem, either another third party driver or third party software..
It is for this reason I don't think a repair install will help, as a repair install won't change any drivers or conflicting software. Of course, I may be thinking wrong here..

When you removed the Intel driver using DDU, did you also check the box to tell DDU to remove the Intel software?

Here's what I would do. Use DDU in safe mode again, this time telling DDU to remove both Intel driver AND software. After a reboot, you will be running on the basic driver.
Immediately pause Windows updates. You do NOT want windows update updating your drivers,
If it doesn't glitch, I would go HERE and download the older driver package dated 12/29/22. Install it. (If it glitches at this point, stop and report back.)

If it still doesn't glitch, I would download Intel driver package dated 2/1/24 from the same page. Install it's driver package. (It should automatically remove the old driver and software and install the later one.) If still no glitches, you are good to go. However, If it does start to glitch with new driver package you know the issue is caused by either the new driver or Intel software within this package. You can use DDU again and reinstall the older driver package.

I strongly suggest you disable windows update handling your drivers. Either manually update your drivers, use the Lenovo updating app, or Intel's Driver & Support Assist Tool to keep your drivers updated. Here's how to disable WU from updating your drivers. If you have 11 PRO use option 1. Option 2 works for both HOME and PRO. After you do this, you can re-enable windows update.

Enable or Disable Include Drivers with Windows Updates in Windows 11

This tutorial will show you how to enable or disable including drivers with Windows Updates in Windows 10 and Windows 11. Windows Update will include drivers when available in Windows 11 by default. You can enable the Do not include drivers with Windows Updates policy to not include drivers...

www.elevenforum.com

antspants · Mar 31, 2024

VictoriusH said:
Yes, see bullet point #3 in my post. I've done that. It installs either the Intel or Microsoft Adapter driver, both of which have issues.

Thanks for the suggestion. I was thinking maybe there are some ideas in regards to prior to going the reinstall Windows route.

The repair/in-place upgrade isn’t that bad. Basically repairs Windows without having to sacrifice files or reinstall software.
As you mentioned you have tried everything I could possibly suggest (except for a small hope DISM attempt) I am not sure what else to suggest.
Does LG have Diagnostic software for their laptops?

DISM restorehealth (Not sure what good it will do for your problem but anything is worth a try?)

Open search on your PC, type CMD. Right click and open CMD as admin. Type (or copy and paste) the following command”

Code:

DISM /online /cleanup-image /restorehealth

Press enter and be patient.

Helmut · Mar 31, 2024

Has the Laptop been damaged or subject to heat ?
Did this just occur randomly at some point, or was there some signs beforehand, if so what ?

VictoriusH said:
For normal use, it disable the GPU in device manager,

If you disable the GPU then a basic driver will be installed, same as if using safe mode. After fully booted up then Windows will install the Intel Iris Plus graphics driver either from the driver store on your Laptop or download and install it.

After backing up your data. Another approach is to get the original Windows 11 install media from LG or use the Recovery partition. No idea which LG uses.

Try3 · Mar 31, 2024

I urge you to do what glasskuter says in post #5.

Have you installed any utilities that affect your display?

Your testing eliminates the Intel & MS display drivers as the cause of the problem.

If you get nowhere with her advice, try Clean booting to gradually find out the cause of the software clash that causes your symptoms.
Clean booting will be boring & time consuming.
Or reinstall Windows.

Best of luck,
Denis

hdmi · Apr 2, 2024

If the correct model number is 17Z90N-R (which is a Costco exclusive model), it means that this laptop originally came with Windows 10 on it. Judging from the specs it probably supports Windows 11, but might have some driver compatibility problems with it. I would contact LG support via LG Chatbot. See what kind of advice that they come up with. If doing a Windows repair with an in-place upgrade doesn't fix it, another thing that you could try is to find out if the issue persists after doing a factory reset, which restores everything (including all personal files) on the main OS drive back to how it was before you bought the laptop so, before you decide to proceed with any of all that, maybe also consider to make a full system backup first, and copy your important files onto a separate, external, storage location. No matter if you are doing a Windows repair via an in-place upgrade, a factory reset or a clean install of Windows, always remember to physically unplug all external devices from the laptop (especially all USB devices) or else you might find that you need to start again from scratch. Granted, it will take some effort and time. Even so, if the problem doesn't go away after resetting the whole laptop back to its factory default condition, then it's got to be a hardware fault. So, at least you'll know that answer. Because, right now it's kind of like a shot in the dark trying to predict what seems to be the culprit.

VictoriusH · Apr 7, 2024

glasskuter said:
I'm kind of confused by these statements. You say you do not have the problem in safe mode. Then you say in normal mode the issue exists even when using the Microsoft default graphics driver.
When in safe mode it IS using the MS driver. If a problem doesn't happen in safe mode, this means that default settings and basic device drivers aren't causing the issue. The MS display driver is one of those basic drivers.

This tells me something else is causing the problem, either another third party driver or third party software..
It is for this reason I don't think a repair install will help, as a repair install won't change any drivers or conflicting software. Of course, I may be thinking wrong here..

When you removed the Intel driver using DDU, did you also check the box to tell DDU to remove the Intel software?

Here's what I would do. Use DDU in safe mode again, this time telling DDU to remove both Intel driver AND software. After a reboot, you will be running on the basic driver.
Immediately pause Windows updates. You do NOT want windows update updating your drivers,
If it doesn't glitch, I would go HERE and download the older driver package dated 12/29/22. Install it. (If it glitches at this point, stop and report back.)

If it still doesn't glitch, I would download Intel driver package dated 2/1/24 from the same page. Install it's driver package. (It should automatically remove the old driver and software and install the later one.) If still no glitches, you are good to go. However, If it does start to glitch with new driver package you know the issue is caused by either the new driver or Intel software within this package. You can use DDU again and reinstall the older driver package.

I strongly suggest you disable windows update handling your drivers. Either manually update your drivers, use the Lenovo updating app, or Intel's Driver & Support Assist Tool to keep your drivers updated. Here's how to disable WU from updating your drivers. If you have 11 PRO use option 1. Option 2 works for both HOME and PRO. After you do this, you can re-enable windows update.

Enable or Disable Include Drivers with Windows Updates in Windows 11

This tutorial will show you how to enable or disable including drivers with Windows Updates in Windows 10 and Windows 11. Windows Update will include drivers when available in Windows 11 by default. You can enable the Do not include drivers with Windows Updates policy to not include drivers...

www.elevenforum.com

Seems to work better but the issue isn't completely gone.
Better as in, the issue occurs randomly every now and then instead of every few minutes.
I think I am content with how it works currently - better than disabling the GPU entirely, or constant disruption. Thanks for the suggestions!

antspants said:
The repair/in-place upgrade isn’t that bad. Basically repairs Windows without having to sacrifice files or reinstall software.
As you mentioned you have tried everything I could possibly suggest (except for a small hope DISM attempt) I am not sure what else to suggest.
Does LG have Diagnostic software for their laptops?

DISM restorehealth (Not sure what good it will do for your problem but anything is worth a try?)

Open search on your PC, type CMD. Right click and open CMD as admin. Type (or copy and paste) the following command”

Code:

DISM /online /cleanup-image /restorehealth

Press enter and be patient.

I have done that already.

hdmi said:
If the correct model number is 17Z90N-R (which is a Costco exclusive model), it means that this laptop originally came with Windows 10 on it. Judging from the specs it probably supports Windows 11, but might have some driver compatibility problems with it. I would contact LG support via LG Chatbot. See what kind of advice that they come up with. If doing a Windows repair with an in-place upgrade doesn't fix it, another thing that you could try is to find out if the issue persists after doing a factory reset, which restores everything (including all personal files) on the main OS drive back to how it was before you bought the laptop so, before you decide to proceed with any of all that, maybe also consider to make a full system backup first, and copy your important files onto a separate, external, storage location. No matter if you are doing a Windows repair via an in-place upgrade, a factory reset or a clean install of Windows, always remember to physically unplug all external devices from the laptop (especially all USB devices) or else you might find that you need to start again from scratch. Granted, it will take some effort and time. Even so, if the problem doesn't go away after resetting the whole laptop back to its factory default condition, then it's got to be a hardware fault. So, at least you'll know that answer. Because, right now it's kind of like a shot in the dark trying to predict what seems to be the culprit.

I bought it off Amazon. The exact model (based on the Amazon product page) seems to be 17Z90N-V.AA77G
On the LG support page, most of the drivers are from 2020 and for Windows 10.
I have installed the LG update center, and it does find a newer driver but that didn't completely solve the issue.

antspants · Apr 7, 2024

Just for fun, have you had a look in optional updates? I don’t think it’s been mentioned yet, for what it’s worth.

Check for and Install Optional Updates in Windows 11

This tutorial will show you how to check for and install optional updates in Windows 11. In Windows 11, you decide when and how to get the latest updates to keep your device running smoothly and securely. When you update, you'll get the latest fixes and security improvements, helping your...

www.elevenforum.com

VictoriusH · Apr 7, 2024

antspants said:
Just for fun, have you had a look in optional updates? I don’t think it’s been mentioned yet, for what it’s worth.

Check for and Install Optional Updates in Windows 11

This tutorial will show you how to check for and install optional updates in Windows 11. In Windows 11, you decide when and how to get the latest updates to keep your device running smoothly and securely. When you update, you'll get the latest fixes and security improvements, helping your...

www.elevenforum.com

Just did & installed it, but it was only "2024-03 Cumulative Update Preview for .NET Framework 3.5 and 4.8.1 for Windows 11, version 23H2 for x64 (KB5036035)"

antspants · Apr 7, 2024

VictoriusH said:
Just did & installed it, but it was only "2024-03 Cumulative Update Preview for .NET Framework 3.5 and 4.8.1 for Windows 11, version 23H2 for x64 (KB5036035)"

OK Not sure why but whenever I check optional updates there is always some obscure driver waiting. I reckon I am just lucky though.

VictoriusH · Apr 7, 2024

Is the information in the Event Viewer useful for diagnosis?

steveg · Apr 7, 2024

antspants said:
OK Not sure why but whenever I check optional updates there is always some obscure driver waiting. I reckon I am just lucky though.

Me too.

Forever Lost? Intel Driver Issues (Freezing, Screen Turning Black) - Safe Mode/No Driver works fine.

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