Complaint: Persistent Screen Freezing and Intel Graphics Driver Issues

[ndiwalawi]

Dear HP Support Team,

I am writing to formally report a persistent technical issue with my HP EliteBook x360 1040 G8 (Intel Core i5-1145G7).

The laptop experiences frequent screen freezes, sometimes accompanied by audio hanging or cutting out. The screen becomes completely unresponsive without displaying any error message before the crash.

I have attempted several troubleshooting measures, including:

1. Installing and reinstalling multiple versions of Intel graphics drivers, including the latest and older versions.

2. Checking for and installing available Windows updates.

3. Disabling and re-enabling hardware acceleration in Google Chrome and Discord.

4. Testing different Intel graphics driver versions.

Unfortunately, none of these attempts has permanently resolved the problem. Interestingly, when I roll back the Intel Iris Xe graphics driver to Microsoft Basic Display Adapter (Microsoft Display Driver 2006), the laptop appears to work normally.

This suggests a possible compatibility issue with the Intel graphics driver or an underlying graphics hardware problem.

I kindly request your technical team to investigate this issue and provide a permanent solution. I would appreciate a detailed response and appropriate technical assistance.

Thank you for your attention.

Kind regards,
HP EliteBook x360 1040 G8 User

[Deep_World]

Hi @ndiwalawi 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand that your HP EliteBook x360  frequently freezes while using the Intel Iris Xe graphics driver, while the system appears stable with the Microsoft Basic Display Adapter.

Kindly confirm which version of Windows 10 or Windows 11 are you currently using?

• Does the freezing occur only in Chrome/Discord or during normal Windows use as well?
• Does the issue also occur when an external monitor is connected?
• Also kindly confirm have you updated the BIOS and chipset drivers from HP Support?

Meanwhile, kindly try these steps:

1. Uninstall the current Intel graphics driver from Device Manager > Display adapters, restart the PC, and install the HP-tested graphics driver available for your EliteBook model rather than manually installing another Intel driver. 
2. Update the BIOS, chipset, and other applicable firmware/drivers from the same HP driver page.  
3. Run HP PC Hardware Diagnostics UEFI, specifcally the memory and sytem extensive tests. 
4. If Windows is accessible, run sfc /scannow from an Administrator Command Prompt. 

You can refer to the HP guide here: How To Unfreeze Your Computer When Its Locked Up. this covers driver conflicts, hardware checks, system-file repair, and other causes of computer freezing. 
 

Since the computer appears stable when using the Microsoft Basic Display Adapter but freezes when the Intel Iris Xe driver is active, It does not by itself confirm a graphics hardware fault. Installing the HP-tested driver and running HP hardware diagnostics will help narrow this down. 

I hope this helps.