Intel Iris Xe Graphics does not start

Question

Big issue with the graphic card.

First visual problem is the resolution of the external screen.

Next is the problem with the graphical software (adobe premiere pro and further).

It seems, at first there's a problem, here the following message in the device manager:
Device settings were not migrated from the previous operating system installation due to a partial or ambiguous device match.

Second, the graphic card seems not to start:

There was a problem starting the device.

Problemstatus: 0xC00000E5

Done so far:

updated all drivers -> no positive result

many restarts -> no positive result

re-installing windows -> no positive result

Is it a hardware problem, only fixable in a microsoft store?

Or does anyone know a solution?

Answer 1

Hi Luca Conconi

Thank you for posting in Microsoft Community.

From what you wrote, I understand that you are facing a problem with your Surface laptop 4 where the Intel Iris Xe Graphics fails to launch.

Let’s work together in finding the best solution to this issue. to get started, I will ask a few questions to further isolate the issue.

• Can send a screenshot on what happen regarding the resolution on the external screen?
• May
• How you connect the Surface device to Second screen through wired connect or Wireless through Miracast?
• We would like to know what version on your Intel(R) Iris(R) Xe Graphics-Display if the version is already 31.0.101.4502?
• If the version is already 31.0.101.4502 try to rollback, then see if the issue persists.

From what you told me, the Intel Iris Xe Graphics might have a hardware defect. But before you decide that it is a hardware problem, you can attempt to download and install a USB recovery image on your Surface device to make sure that it is not caused by software.

If the problem still exists even after we reinstall the recovery image on your Surface device, then it means that there is a hardware defect on the device’s Graphic display. You will have to either fix or replace the device.

For this case, please see these articles below for more details in getting service for the Surface laptop 4:

How to get service or repair for Surface - Microsoft Support

Get service for your out of warranty or damaged Surface - Microsoft Support

How much does out-of-warranty service cost for your Surface device or accessory? - Microsoft Support

To contact our live support team.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

I hope this answer all your concern for today. Please tell me how it goes.

Kind regards.

Christopher.

Answer 2

Hi Christopher

I will answer right to your questions below.

Thats the screenshot from the device manager:

• Can send a screenshot on what happen regarding the resolution on the external screen?
• I am currently on the road, so there's no external screen right now. But, I use an AOC 27" curved an the resolution suggested by windows is only about 2580px, thats way to low. Thats how I discovered in the first place an issue with the graphics.
• May
• How you connect the Surface device to Second screen through wired connect or Wireless through Miracast?
• Surface is connected by wire, through the docking station, also by microsoft
• We would like to know what version on your Intel(R) Iris(R) Xe Graphics-Display if the version is already 31.0.101.4502?
• As seen in the screenshot, the driver is already .4502
• If the version is already 31.0.101.4502 try to rollback, then see if the issue persists.
• I can't unfortunately not try to rollback. The button is grayed, so it seems this possibility is not given.

Let me try your hint with the recovery drive. I will get in touch, with an additional answer - anyway, positive or negative, to keep you up to date.

Answer 3

Hi Luca Conconi

Thank you for responding and sorry for the delay. We would like to follow up with you to check if the issue has been resolved after resetting the Surface device using the USB recovery image.

Please let me know how it goes.

Kind regards,

Christopher

Answer 4

Hi Christopher

sorry for my delay. I'm neckdeep into business tasks at work, thats why.

Anyway.

I tried a resetting and it seems, the graphic start does work.
Test with a stress-test software and a little filmediting work (premiere pro).

My external screen still does not resolute correctly. So during the holidays I have to test with an older smaller screen, maybe the issue occurs regarding the external hardware. I'm not sure at this point.

Device-Manager still says in the event-tab of the graphic card, the error "not started" occured on Dec 13th after "not migrated". But in the first tab it says, the device is running smoothly.

I will come with another update, as soon as I tested the other screen and maybe try another reset.

Answer 5

Hi Luca Conconi,

Thank you for getting back with us. We really appreciate your cooperation on doing the steps above. We can also change the resolution and refresh rate of your screen, please follow these steps:

1. Right-click on an empty space on your desktop and select Display settings.
2. Scroll down and click on Advanced display settings.
3. Click on Display adapter properties for Display 1.
4. In the Adapter tab, click on List All Modes.
5. Select the desired resolution and refresh rate from the list of available options.
6. Click OK to apply the changes.

If you are using Windows 11, you can also change the refresh rate by following these steps:

1. Click on the Start button and select Settings.
2. Click on System and then Display.
3. Click on Advanced display.
4. Select the desired refresh rate from the drop-down menu next to Choose a refresh rate.
5. Click Apply to save the changes.

I hope I have answered all your questions. Thank you for your understanding. Please let me know how it goes.

Kind regards,

Christopher