Predator Helios PH315-55 Black Screen After Intel Display Driver Update

prodigy18
prodigy18 Member Posts: 24 Networker
in Predator Laptops

I have a Predator PH315-55 (Model Number: PH315-55) running Windows 11. It features an Intel i7-12700H CPU. Currently, it's using an outdated Intel graphics driver, and I'm unable to update it. Every time I attempt to update it using the Intel Driver Assistant tool, I encounter a black screen after restarting. Everything else works, but the display remains 'off' NOT black.

I've also tried installing previous Intel GPU drivers from August and September 2023, but the issue persists. My laptop's BIOS is up to date as well.

Has anyone experienced similar problems?

How can I resolve this? 🫤

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Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    Hi @prodigy18 try uninstalling the Intel driver from device manager but accessing Windows in safe mode:

    https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234

    Before rebooting, delete the Intel installation folder which should be found in the path:
    "X:\Intel"
    where "X" is the letter that corresponds to your main drive.
    Restart and run the Intel utility again.

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
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    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
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  • prodigy18
    prodigy18 Member Posts: 24 Networker

    Thanks for the reply but I have been able to remove the new driver.

    y question is that how do I update it?

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    With Intel Utility:

    https://www.intel.com/content/www/us/en/download/18002/intel-driver-support-assistant.html

    • 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)
  • prodigy18
    prodigy18 Member Posts: 24 Networker

    You don't understand my query.

    I've already done this.

    Kindly read my post again.

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    Does this mean that with the driver installed again the problem continues?
    If this is correct, please try installing the one provided by Acer to see if the problem is resolved, this will give a clue if the problem is caused by the driver or another cause.
    The optimal drivers are those provided by Acer since they are designed specifically for your computer, those from the manufacturer, Intel in this case, are generic and do not always offer correct performance.

    https://www.acer.com/us-en/support/product-support/Predator%20PH315-55/downloads?suggest=PH315-55;0

    • 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)
  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon

    @prodigy18 i have the same model and i think u should do express installation of new intel driver.

    what was the issue that made you to update the intel driver because most of the time outdated drivers from acer works .

    I personally had lag and stutter with the oem drivers so I updated to the latest intel driver to check . what about you what caused you to upated to the latest ones?

  • Puraw
    Puraw ACE, Member Posts: 13,358 Trailblazer
    https://community.acer.com/en/discussion/693116/predator-helios-ph315-55-black-screen-after-intel-display-driver-update

    Download the Intel VGA UMA (integrated GPU) driver version 30.0.101.1692 from Acer Support for your 12700H CPU here: https://global-download.acer.com/GDFiles/Driver/VGA/VGA_Intel_30.0.101.1692_W11x64_A.zip?acerid=638003758034696102&Step1=&Step2=&Step3=PREDATOR%20PH315-55&OS=ALL&LC=en&BC=ACER&SC=PA_6

    This driver is not outdated, I have the same CPU in a brand new 2023 OLED laptop and have driver 30.0.101.1368 which is older. Let windows11 update your drivers or Acer Care Center.

    The driver you are trying to install is not for the integrated IrisXe GPU, do not use Intel DSA but only install drivers from Acer Support for your model laptop.

  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon
    edited October 2023

    @Puraw the driver there in the support page is causing black screen issue and acer gave a fix through windows update(version 31.0.101.3302 ) like 6 months later wtf they thinking and then in the fixed driver there was stutter and lag in the laptop when i used my laptop heavily idk they re driver are bad so i went back to the old driver version in support in support page 30.0.101.1692 then again i got back the black screen which was present before so now i have express installed new intel and nvidia drivers on top of the acer drivers to text if it fixes the issues.
    just bad testing and support from acer never going to recommend or buy stuff

    now i dont know if it software or hardware issue because the stutter doesnt happen always only in the igpu mode after switching from the dgpu like after heavy gaming

    and this is a [Content Removed] helios model their so called highend gaming laptops

    next time im going with asus or smth else waste i can buy a laptop and only sit and fix issues that come it their job to fix

    [Edited the thread to hide sensitive information]

  • prodigy18
    prodigy18 Member Posts: 24 Networker

    @Puraw I tried installing the one in the screenshot below but the same problem persists. Finally, I have installed the one provided on the device support page of my laptop 30.0.101.1692 and it has solved the black screen issue but my question still remains, why aren't we able to update the Intel VGA drivers? and just like @Muhil said, there is a stutter issue after a gaming session, I can confirm that.

    After gaming when I open my browser or any other app, there is a stutter of .5-1 second every 5 seconds. In the hopes of resolving this issue, I was looking forward to updating my Intel VGA driver to the latest one. Also, there is a new CASO feature coming from Intel which is a major development and I would like to have it.

    Acer should rectify this. In my previous Helios laptop, I was always able to update Intel VGA easily with the Intel DSA.

    image.png

  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon

    @prodigy18 you can also try the intel driver version 31.0.101.3302 that came for AN517-55 model that fixed the black screen issue in chrome particularly for me but the stutter and lag when i close game so i have updated to the version shown above in screenshot

  • prodigy18
    prodigy18 Member Posts: 24 Networker

    @Muhil you are saying that you have updated successfully to 31.0.101.4887?

  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon

    @prodigy18 yes I have updated

  • prodigy18
    prodigy18 Member Posts: 24 Networker

    @Muhil nice! Unfortunately, I am getting black 'off' screen.

  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon
    edited October 2023

    @prodigy18 then it might be compatability issue or smth idk just try to install the driver 31.0.101.3302  in AN517-55 model this same version came as windows update for all laptops to fix black screen issue in browsers but it still has stutter and it is compatible with the PH315-55 model . I know because I have tested this driver

    did u update the new chipset driver in support page?

  • Puraw
    Puraw ACE, Member Posts: 13,358 Trailblazer
    https://community.acer.com/en/discussion/comment/1234842#Comment_1234842

    Glad you got your BSOD problem solved, you have to accept that ACER motherboards are modified/harmonized by ACER engineers with different CPUs, iGPUs and dGPUs and therefore completely laptop model independent, what works for one laptop model/year will not work for another model and year, experimenting with vendor sales hyped/touted apps/drivers, sometimes suggested on this forum, is IMO definitely not the way to go (wasting your valuable time and energy), only install from Acer Support sites for your model laptop and be very skeptical what you read and hear on tweaking systems. After any update always run DISM online and SFC in that order to make sure your system is sound.

    On your Nvidia driver question, may I suggest (again?) to use DDU in Safe Mode to uninstall all Nvidia drivers in your driver repository, make sure internet is working and reboot and let Windows11 (I hope you have updated W11 22H2 monthly and are now on build: 22621.2428) reinstall the best dGPU drivers for your system, even if you think these are not the latest drivers.
    https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

    Also consider other issues (than GPU driver versions) that may cause fps and lagging ("jerking") that you describe such as: VRAM, RAM, BIOS version, 3rd-party programs like AVAST and multi browsers running at the same time, bloatware like CCleaner and other monitors running at the background, check the Processes tab in Task Manager what is using resources not related to your games and prioritize these with Efficiency mode, not all apps can be degraded that way and you have to do this for each Windows session but it may help determine what program you should uninstall or disable in Startup, Services or Programs and apps.

    Priority.jpg

    Note: If you suspect you have many redundant or duplicate display drivers after failed installs/updates, consider running RAPR Driver Store Explorer to clean up the mess, both Device Manager and WAU (W11 Updater) may fail to detect your adapters correctly if your system is in disarray.

    DISM online elevated command: Dism.exe /online /cleanup-image /restorehealth
    SFC command: SFC /scannow

    Both must complete successfully, rerun till you see "Found no integrity violations."

  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon

    @prodigy18

    image.png
    image.png

    can send screenshot of these two drivers in your laptops and have you updated the intel chipset driver and management engine driver @prodigy18 ?

  • StevenGen
    StevenGen ACE Posts: 12,142 Trailblazer
    https://community.acer.com/en/discussion/comment/1234738#Comment_1234738

    The latest Intel Arc driver is the Version: 31.0.101.4887 - Release date: October 10, 2023 this driver does NOT cause a black screen but it causes really bad flickering on my Nitro 144Hz refresher rate screen for my RTX3050 Nitro AN515-56 screen, I had to uninstall this driver and run the previous Intel driver not the driver that you have installed above, but this new Intel graphics driver should have come up in your Intel® Driver & Support Assistant scan.

    Also remember NOT all Intel graphics drivers are suitable for your Arc Intel graphics, as some of these Intel graphics Arc drivers cause a really bad screen flickering issue so you don't need to update them, if the current Intel graphics driver works then don't update the driver.

  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon
    edited October 2023

    @StevenGen this is the very reason intel tells not to update drivers it the job of acer to update if there is any issue , no one update intel graphics drivers on their laptops . It is obvious that it breaks stuff for example after I express installed the intel games kinda breaked for me showing update drivers and the game quit abruptly there was graphics glitches idk why. So acer should be the one updating stuff they just dont care about 1 year old laptops no support at all

  • Muhil
    Muhil Member Posts: 511 Skilled Practitioner WiFi Icon
    edited October 2023

    @prodigy18 where you able to fix the stutter issue are you facing the issue ?

  • prodigy18
    prodigy18 Member Posts: 24 Networker

    @Muhil here you go

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