PH315-53-75XA - "This Graphics driver could not find compatible graphics hardware"

rodrik323
rodrik323 Member Posts: 18 Troubleshooter
edited May 2023 in Predator Laptops

Hi, guys.

I have an Helios 300 2020 Edition with a NVIDIA RTX2070 Max-Q and yesterday I received a blu screen error with the code nvlddmkm.sys on it.

After restarting the computer, imediatelly I noticed that my USBs weren't working (probably because I had a NVIDIA driver to manage it) and that the dedicated GPU drivers appear hidden on the Device Manager (sorry, my system is in portuguese).

image.png

I checked some inforatio on the internet and tryied to follow the steps, erasing the devices, restarting the machine and wait for Windows to found and reinstall it. No Success. I had a previously restauration point and could bring the drivers again to the Device Manager.

Other thing I noticed is that when trying to install the drivers manually I receive the errors "This NVIDIA Graphics driver is not compatible with this version of windows" and "This Graphics driver could not find compatible graphics hardware", while the following one when trying to run the GeForce Experience app.

image.png

By any chance, do yo know some procedure to restore it?

Furthermore, I don't have an external display with me right now to check the HDMI connection, but I use one very often in my office. I remembered that the HDMI Output is managed by the graphics card, so if I don't found a solution immediately, is possible to use the On Board Intel Graphics to feed it?

Thank you very much for your attention.

[Edited the thread to add model name to the title]

«1

Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    Hi @rodrik323 can you please tell me the exact model of the computer and the version of Windows.
    Before the problem, have you used any cleaning application such as "Cleaner"?

    Thank you.
    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, @Alejandro_AC. Thanks for your attention.

    As requested, the model is a Predator Helios 300 PH315-53-75XA with a current Windows 11 Home 22H2 10.0.22621 Version.

    Regarding the second question, I didn't try to use any cleaner or driver update solution.

    Any other information needed, I'll keep an eye into your comments.

    Again, thanks for your support.

  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter
    https://community.acer.com/en/discussion/comment/1199884#Comment_1199884

    Sorry, just reformulating my comment, I didn't use any cleaner solution before the problem either.

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    Although the equipment is compatible with WIndows 11:

    https://www.acer.com/us-en/support/windows/windows-11-compatibility

    Acer has no drivers for Windows 11 yet:

    https://www.acer.com/us-en/support/drivers-and-manuals?search=Predator%20PH315-53&filter=global_download

    Have you tried to uninstall the current ones and install the ones available on Acer for Windows 10 and then go to Windows Update?

    If this didn't work, is this the version of NVidia installed? If it isn't, try it:

    https://www.nvidia.com/Download/driverResults.aspx/204772/en-us/

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, @Alejandro_AC.

    First I tryied unnistalling the driver/device and checking if Windows would reinstall it automatically after rebooting. After checking no success in this operation (no device in the Device Manager, even hidden),

    Trying reinstall it manually after the previous operation, or updating it after coming back with an restauration point, gave me the same error listed previosly: "This Graphics driver could not find compatible graphics hardware" 😓

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    What version does the driver show in device manager?

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, @Alejandro_AC.

    It shows me the version 31.0.15.2824 in both Hidden devices.

    Furthermore, I noticed now that it doens't have a Digital Signer associated and that is showing me the message "Actually, this hardware device is not connected to the computer (Code 45). To solve the problem, reconnect the device to the computer" (or something similar).

    And in the event log, I have the message:

    "The device PCI\VEN_10DE&DEV_1F14&SUBSYS_14421025&REV_A1\4&3A6FD219&0&0008 was excluded.

    Guid of Class: {4d36e968-e325-11ce-bfc1-08002be10318}"

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    If you right click on the hidden card, does it give you the option to "enable device"?

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    No, @Alejandro_AC.

    I have only the options (for both) Update Driver, Uninstall Device, Check Hardware Updates and Properties.

    image.png

  • Commodore_1995#
    Commodore_1995# ACE Posts: 98,327 Trailblazer

    Try resetting the battery: turn off the computer, unplug the power adapter, press the power button for thirty seconds and leave the computer off for half an hour.

    Then check if the video card reappears in device manager.

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, @egydiocoelho.

    Thanks for your suggestion. I will try it.

    Only one question, do I need to drain the battery previously or is not needed?

  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, @egydiocoelho.

    I turn on my computer again after doing the procedure, but again No Success.

    The Device still is hidden and NVIDIA driver installer indicates that doens't find any graphics card.

    But thanks for the suggestion.

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    Please check if the BIOS has an option to disable the graphics.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, @Alejandro_AC.

    I restarted my PC and entered the BIOS, but unfortunatelly I couldn't find anything related to graphics or PCI.
    Below I sent some images I took:

    20230507_161128.jpg
    20230507_160825.jpg
    20230507_160929.jpg

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    Right click on the Windows symbol - Terminal (Admin)
    Type or copy and paste:

    set devmgr_show_nonpresent_devices=1

    enter

    Now go to device manager - view - show hidden devices
    Check if the display adapters section shows any other device
    What I don't quite understand is why two NVidia appear.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, @Alejandro_AC

    After inputting it to the Terminal (as Admin) and showing the Hidden Devices, still the same situation (one Intel and two NVIDIA (hidden) drivers)

    image.png

    And generally I don't use the device manager very often, so I don't know if I already had two NVIDIA indicators or where the second came from 😰

  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    By any chance, do you believe is better to remove one of them?

  • Puraw
    Puraw ACE, Member Posts: 13,441 Trailblazer
    https://community.acer.com/en/discussion/comment/1199969#Comment_1199969

    Uninstall all your display drivers with DDU in Safe Mode, several on the forum tried that with success.

    https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

    Reboot to Safe Mode (Alt + F10) and run DDU again this time look for old stray drivers and remove those. Reboot

    Run the DISM and SFC commands to repair your system files, you probably have many:

    Go online (check Internet is working) and paste the following command in the Command Prompt opened as administrator:

    Dism.exe /online /cleanup-image /restorehealth

    This should end successful otherwise rerun and if it hangs (more than 1 hr.) abort with Esc key and run again. Next paste this in the same Command Prompt window: SFC /scannow

    This will take time and my end with corruption found, keep rerunning it till you get: No integrity violations found.

  • rodrik323
    rodrik323 Member Posts: 18 Troubleshooter

    Hi, Puraw. Thank you too for the support.

    I'll not be able to try it until Tuersday unfortunately.

    But, only to confirm, I'll need to delete the Intel Graphics Driver as well?
    The laptop screen will continue showing content even without a Graphics Adaptor recognized?

    Sorry for my stupid question, I'm not very usual to do this kind of stuff.

    But, again, thank you very much. I'll try it in the next few days and I hope it work, guys.

  • Puraw
    Puraw ACE, Member Posts: 13,441 Trailblazer
    https://community.acer.com/en/discussion/comment/1199981#Comment_1199981

    Yes both the dedicated and integrated GPU drivers, don't worry Windows will reinstall them instantly.

    Type @ and my screen name on the top of your messages, like this @Puraw or click on Quote when you reply otherwise I won't see it.

Categories