Updating Intel graphics driver causes screen freeze/black screen

Question

Just got a used but brand new looking SP7 (i5/16/256gb) with only 4 battery cycles.

Everything functions well until windows update tries to install the Intel graphics driver. Within 5 - 30 seconds there will be some graphic glitches and then the screen turns black (or freezes the screen), windows doesnt crash though (I need to shut it down by holding the power button for 20 sec).

So far I tried driver version 31.0.101.2125 (windows update) and the newest one 31.0.101.2130 (manually downloaded). I also reset windows 10 with an ISO file from Microsoft.

It runs stable again after disabling the graphics adapter in safe mode and restarting or if I roll back to the Microsoft Basic Display Adapter driver from 2006. This way I cant seem to change display brightness (display automatically darkens when low on battery though).

Sidenote: sometimes (rarely) the touch function doesnt seem to work, which might be related. It always works in UEFI though.

So is there an issue with the display, the gfx adapter or something else? What are my options here? What speaks against just using it with the Microsoft gfx driver?

Answer 1

Hi Surface Goo,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

It seems the issue is likely related to the Intel graphics driver, which is causing instability. Since the Surface Pro 7 works fine with the Microsoft Basic Display Adapter, the problem may be with the driver compatibility or hardware interaction with the updated Intel driver.

The Microsoft Basic Display Adapter is a fallback driver that offers basic functionality with minimal features, avoiding advanced graphics processing, which is why it's stable but lacks essential features like brightness control or enhanced graphics performance.

Here are a few options to explore:

• Manually update Surface drivers and firmware: Download drivers and firmware for Surface - Microsoft Support
• Disable Automatic Driver Updates: You can use the Wushowhide tool to stop Windows from automatically updating the Intel graphics driver to prevent the problem from happening again. Where do you download wushowhide.diagcab - Microsoft Community

Thank you for your feedback. I have submitted this issue for you through internal channels. In addition, you can also submit your problem through the Feedback Hub (if convenient, please provide as much detail as possible, including pictures, repro videos, etc.). Send feedback to Microsoft with the Feedback Hub app - Microsoft Support

Please share the feedback link after submitting, I will submit your feedback to the relevant team for investigation through internal channels.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

thanks

here is the link:

https://aka.ms/AAs94m4

I have tried other (older) display driver versions and the result is always the same. I am almost certain that there is something wrong with the hardware, maybe the graphics adapter RAM.

If the screen doesnt just turn black, I sometimes get bluescreens with those error codes:

PAGE_FAULT_IN_NONPAGED_AREA in WdFilter.sys

machine_check_exception
kernel_security_check_failure

Answer 3

Hi Surface Goo,

Safe Mode, which starts Windows in a limited state, where only the bare essentials services and drivers are started. If a problem doesn't reappear when you start in safe mode, you can eliminate the default settings, basic device drivers, and services as possible causes. Windows startup settings - Microsoft Support

As a last resort, If you've tried basic troubleshooting options, you may need to restore or reset your Surface. If the issue occurs after a reset, then the root cause is very likely hardware related. Restore or reset Surface for Windows - Microsoft Support

If the problem persists in safe mode or after resetting your Surface, there may be a hardware problem as you describe. How to get service or repair for Surface - Microsoft Support

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist