HP Envy 32 All in one: Intel 630 UHD Driver crashing PC

[pssssssssssssst]

Hi, I have reset my sons pc which originally crashed with a blue screen, but did not get the details and there was no restore available. On resetting I have downloaded the win10 media creation tool from ms and I have also downloaded all the drivers from the hp driver site for this computer. The drivers have all installed starting with the chipset drivers, then storage, then network and diagnostics software.

The problem starts with the graphics drivers, I have tried all the versions on the hp site, however the pc just crashes and I have to use the restore function to make it work again. During the setup of installing the drivers I did not connect to the internet as this seems to do the same thing until it shows ms basic display adapter, in the place of the uhd 630.

I have ran the hp diagnostics software to check the hardware and the result is pass across the board.

Another symptom I have noticed is that after the crash sometimes I get the BIOS reset message and when I got back on to win10 the date and time has been reset. I am happy to provide any reports or screenshots, including inte

I would greatly appreciate if somebody would guide or help me solve this issue.

Many thanks

[Paul_Tikkanen]

Hi:

The only suggestion I can offer would be to see if manually installing the latest graphics driver directly from the Intel site resolves the problem:

First, create a system restore point so that you can roll back to the current graphics driver you have installed, just in case the updated driver does not work to your expectations.

https://support.microsoft.com/en-us/help/4027538/windows-create-a-system-restore-point

Next, download and save the latest Intel HD graphics driver from the link below. 

Intel® 7th-10th Gen Processor Graphics - Windows*

Next, download and install this free file utility.  The first file at the top of the page is for 64 bit.

7-Zip

After you install 7-Zip, right click in the Intel graphics driver file you saved.

Select 7-Zip from the list of items on the menu.

Have 7-Zip Extract to:  and let it extract the driver exe file into its folder name.

Next, go to the device manager, click to expand the Display Adapters device manager category.

Click on the Intel HD graphics adapter (or Microsoft Basic Display Adapter) listed there.

Click on the driver tab. Click on Update Driver.

Select the 'Browse my computer for drivers' option, and then at the bottom of that window, select the Let me pick from a list of device drivers on my computer.

Click on Have Disk and browse to the unzipped graphics driver folder>Graphics>iigd_dch (setup information file), click Next, and the driver should install.

Be patient, as it can take a few minutes for the driver to completely install.

When the installation is finished, restart the PC.

To update the Intel HDMI audio driver to the latest version, go to the device manager, click to expand the Sound, video and game controllers device manager category.

Click on the Intel HD audio device listed there.   Click on the driver tab.  Click on Update driver.

Select the 'Browse my computer for drivers' option and browse to the unzipped Intel graphics driver main folder.

Make sure that the Include subfolders box is checked, and the driver will install.

[pssssssssssssst]

Thank you for this Paul, I did follow the steps you mentioned below, however the pc crashed and looped until the option was available to restore.

In the device manager it is showing under display adaptors>intel(r) UHD graphics 630. on properties device status:

Windows cannot load the device driver for this hardware. The driver may be corrupted or missing. (Code 39)

{Path Not Found}
The path %hs does not exist.

I just thinking am i missing something.

[Paul_Tikkanen]

You're very welcome.

Unfortunately, I don't know what the problem could be.

I've used that method to update the Intel UHD graphics driver on my own PC which is supported by that driver.

I've also given that method to many other forum members such as in this discussion not too long ago:

Solved: Envy x360 15m cn-0012dx cant find driver updates for windows... - HP Support Community - 924...

There may be a hardware issue of some kind with the Intel graphics chip, and that would not be good.

[pssssssssssssst]

That's OK, thank you for your help, I agree if it's a hardware issue that's not good news for me. Although I thought it would show in the diagnostics as I used both hp and intel software.

So my next steps is to run the hp diagnostic on the whole system and this time use the extended test, to see what the results look like. Then if its the hardware contact hp for a replacement part.

Thanks again for help

[Paul_Tikkanen]

Anytime.

Glad to have been of assistance.

The fact that you reinstalled Windows and still got the problem is concerning to me, but hopefully, you will be able to get it to work without having to spend any money.

One thing you can try is to clean install Windows 11 and see if that makes any difference.

W10 goes out of support later this year, so you may want to do that anyhow.

[pssssssssssssst]

Yeah I agree, i will try to do a fresh install of win11 after diagnostics. Thanks.

[pssssssssssssst]

Hi, just an update I have ran the full hp diagnostics and everything was a pass both on the basic & extensive test, so according to  the software no issues. Installed win11 but by clicking in the update in win10 (my bad, the last time i tried to a fresh install it simpy just crashed), anyway it installed win11 and I had to install a few drivers when I saw a warning triangle in device manager. Now back to square 1 no conflicts in the device manager, however the display adaptors is showing microsoft basic display, instead of intel uhd 640.

I have located the latest version of the driver (gfx_win_101.2134) from intel and making sure its for the pc cpu (i7 10700), on installing the pc crashes and loops until I can restore, if I manually install as mentioned it does the same thing happens.

In events manager I am getting:

Device PCI\VEN_8086&DEV_9BC5&SUBSYS_86C7103C&REV_05\3&11583659&0&10 had a problem starting.

Could this be something to do with the drivers not configured to the actual hardware? or does this look like a hardware failure?

Thanks

[Paul_Tikkanen]

Hi:

Sorry, that didn't work for you.

What is the product number of your son's PC?

Click on the search icon on your Windows taskbar.

Type: System Information

The System information app should show up.

Run the app and the product number of your notebook will be found on the System SKU line about 1/4 of the way down on the report.

Post the product number.

I want to see if your PC is supported by the HP cloud recovery tool which you can use to create a bootable USB recovery drive that will restore the HP factory image that originally came with your PC.

That should put the PC's drive to its 'out of the box' condition which means everything should work.

[pssssssssssssst]

Thanks Paul, The SKU is: 1D9Y1EA#ABU

System Model: HP Envy All-in-one