ACER Swift 3 SF315-51 won't install/detect Intel GPU

LEKO1835

We've juste bought an Acer Swift 3.  So far, I've just done the basic stuff in it: updating Windows, removed unused software/games and added a couple of essential program (Chrome, Office 365, etc.).

When I tried to hook the laptop to an external monitor (HDMI), it would not work. I started to dig a bit and found the Graphic Drivers are not installed properly.


This is odd!  A brand new laptop with non-working GPU drivers???  Is this normal?

Here is what I've tried so far:
- Run "update drivers" from the device manager (no success).
- Download official Intel Drivers: Intel says we must install drivers from Acer.
- Currently downloading ACER Intel Graphic Drivers, I will try to manually install them shortly.

A brand new Laptop with good specs won't have all its hardware working in Windows 10 out of the box?  It is not a very good user/customer experience.


Here is the Windows 10 version currently installed on the laptop:

LEKO1835

I install the "older" ACER Intel drivers. Multi-screen and HDMI output is now working.

This is really annoying, luckily I'm tech-savvy.  The direct owner of the laptop would have never figured out what to do to fix this problem.

JackE

Good job @LEKO1835 ! Maybe they'll find your solution and give you another like! Jack E/NJ

Enamur

LEKO1835 said:

I install the "older" ACER Intel drivers. Multi-screen and HDMI output is now working.

This is really annoying, luckily I'm tech-savvy.  The direct owner of the laptop would have never figured out what to do to fix this problem.

I have had faced problem related to Intel UHD 620 driver. My driver software was 22.20.16.4691 (13/07/2017) out of the box. It had no problem/exclamatory marks that you encountered. However, problem occured when Windows 10 updated and installed Summer update (Build 1803). What actually happened is windows tried installing the driver update directly from intel and (I came to know later) the driver on the device was actually Acer/OEM customized which resulted in error code 43/exclamatory mark/crippled software. So I reverted back to year old driver software which was on this device's support page. However I thought Acer should be notified of this issue. This infact is an issue since all the other major manufacturers like Dell, HP etc (and even Acer's own Aspire series) updated their customized 620 gpu drivers to work with Windows 10 1803 build.
I took it to Acer by mailing them. An email was sent saying a Windows fix is in the works which was expected to come out sometimes in June. Months gone, no update, at least on Acer's support page.
Then I opened a topic on this sub section hoping Acer could read about this and do something but my topic received unnecessary responses 😐

Finally I was able to get a "fix"for the issue. I will and continue to call this an issue as a year old device driver specially if it is a GPU driver is not expected to run or seen as latest one from OEM's support section.
The fix is you have to use the "have disk" method:

According to bwat47:
I was able to get the official intel driver to install by downloading the .zip version of the driver (and extracted it), going into device manager | right click intel 620 device | update driver | browse my computer for driver software | let me pick from a list of available drivers | have disk | and then selected the igdlh64 file from the \graphics subfolder from the intel driver
A bit deeper dig into this and I found out the drivers (direct from Intel) were causing screen blacks if they are from June. From July and onwards the drivers found on Intel's website are supposed to have no issues as they are fixed by Intel.
So, I went on to download the July 2018 Intel UHD 620 driver update in zip format. Completely uninstalled the current driver. Restarted the device and did what the above acer community user described. And no issues so far.
After ensuring no black screens/nuisances, I then ran the Intel Driver and Support Assistant to install the latest August 2018 UHD 620 driver update which is 24.20.100.6229
It is running absolutely fine. No issues.
So, you have to uninstall the current Acer driver, install the updated driver using the have disk method once  and you are supposed to be get good going from there onwards. 

burchmetch

Hey! Thanks for this explanation, I think I might be facing this problem right now, sinds a few weeks. My HDMI suddenly stopped working after an update, don't even remember what update it was. At first my sound didn't work anymore, and suddenly it worked again. Now i'm still stuck with a HDMI portal that fails me, and the size of the letters everywhere on my laptop are also severly smaller then they used to be. I'm not that good with laptops and I tried to install the driver, however, it didn't work so far. I might do something wrong. Is there a very specific explanation of what to do, somewhere? I was not able to find anything on Acers website...  

JackE

@burchmetch If you think it might've been caused by a Win10 update, then open Control Panel and search for "restore point". If system protection was enabled, Win10 should created a restore point around the time you lost the HDMI port. Also make sure that you try to turn the HDMI port on with the FN+F5 toggle key combination. Jack E/NJ