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July 22nd, 2018 20:00
17 R5, Intel UHD 630 Driver wont install
So, here I am with my brand new alienware 17 R5, and after opening the dell support app, I had a few updates queued. Everyone of them installed except for the Intel UHD 630 Graphics driver. Everytime I try to install it, it says "failed". Kind of upsetting considering this is a brand new laptop. Is anyone else having this issue still? I saw an older thread but some of the responses in it were ridiculous. I should not have to do anything that crazy with a brand new laptop.
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_OCB
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July 23rd, 2018 01:00
I'm having the same issue on my 15 R4. The Intel UHD 630 driver failed to update automatically. So I tried to install it using the package from the Dell support site. But this didn't work either. When I tried to install, the installer gave this error message:
"The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer."
When this didn't work, I even tried to install the driver manually (using these instructions from Intel). Installation was successful but unfortunately the driver caused my system to lockup completely. This happened 3 times over the course of a few hours. Going back to the old driver fixed the issue. So it seems very likely that the new driver was the cause. I'm really not sure why Dell is even offering this driver if it has these bugs :Confused:
Hopefully someone at Dell sees this so they can fix the problem.
Sorry this wasn't a solution. But my advice is, don't try to upgrade the driver until Dell releases a fixed version.
Eimy_B
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4.4K Posts
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July 23rd, 2018 13:00
Hi @DarthKahn, @_OCB,
Please send me a PM with the Service Tag, so I can escalate this.
Amar2020
3 Posts
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July 23rd, 2018 14:00
Im facing the same issue as well,it doesn't install ,it keeps failing.Serv Tag
Amar2020
3 Posts
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July 23rd, 2018 14:00
ive got the same issue on my brand new Alienware r5 as well.Please advice
Ives_AU
1 Message
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July 23rd, 2018 17:00
Same problem here as well.
_OCB
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July 24th, 2018 01:00
Thanks for offering to help but I managed to solve the problem. I haven't had any BSOD problems since. This solution posted by Cyber_Knight worked for me. Basically you just do a clean install of the UHD 630 driver as follows:
1. Download the Intel UHD 630 graphics driver (23.20.16.5017) from Dell/Alienware and save it to your desktop.
2. Uninstall your current Intel Graphics driver in Windows Settings (Win + X ) --> Settings and go to Apps and Features. Find the app Intel Graphics driver and uninstall.
3. Reboot
4. After rebooting, Windows may reinstall remnants of the old driver. Open Device Manager (Win + X) --> Device Manager and go to (Display Adapters) and expand the arrow to verify it is uninstalled. If not, right click on the Intel UHD Graphics 630 device and select (Uninstall device). In the new window be sure to check the (box) "Delete the driver software for this device" and then select (Uninstall).
5. Reboot
6. After rebooting, open the file downloaded from Dell on your desktop.
7. In the new window select (EXTRACT) and extract to a new folder on your desktop.
8. In Device Manager locate the device (Video Controller) which should indicate it needs drivers. Now right click on it and select (Update driver).
9. In the new window select (Browse my computer for driver software).
10. Browse to the new folder on the desktop you extracted the driver files to and then select (Next) to manually install the drivers.
11. Reboot.
12. After rebooting, go to the file (driver) downloaded from Dell and open it and run the (Install). This will finish installing all the related software for the Intel UHD 630 graphics driver. Additionally, the Intel Graphics driver app will now appear in apps for easy uninstall at a later date.
Felix18
2 Posts
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July 24th, 2018 11:00
Has anyone heard back from the Alienware moderator yet?
Zangardo
3 Posts
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July 24th, 2018 19:00
I am also having this issue on my 17r5. Hopefully we hear something soon.
_OCB
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28 Posts
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July 25th, 2018 04:00
I can confirm the solution I posted above does work. But hopefully Dell releases an official fix for this so you don't have to go through all those steps.
Buzzcronym
26 Posts
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July 25th, 2018 12:00
The easiest way to update the Intel UHD Graphics 630 driver is to download the install package from Dell, for your specific model (mine is the 17R5). Then launch the installer, which will prompt you to 'Install' or 'Extract'. Choose the 'Extract' button, because 'Install' will fail just like in the SupportAssist app. Put the extracted files on a drive or folder of your choice.
Then right-click the Windows button in the bottom left and go to 'Device Manager'. Expand 'Display adapters' and right-click on Intel UHD Graphics 630, and select 'Update driver'. Browse to the location you extracted the driver package to, and select the 'Graphics' folder. Your UHD Graphics 630 will be successfully updated.
But, you're not finished yet. Launch the Dell SupportAssist app, which will still show the update for the Intel UHD Graphics 630. Hit the Install button and let it download and install the driver, which it will do successfully this time, after which it will prompt you to reboot.
Don’t waste your time with other suggestions that tell you to uninstall, reinstall, or remove battery. Those steps are not necessary.
Felix18
2 Posts
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July 26th, 2018 06:00
@BuzzcronymFrom what I understand, drivers offered by Intel may be generic and not specifically suited to any one computer. I just heard from Dell and am going to wait for their "official" solution.
@_OCBI'm sure your solution works, but I'm reluctant to try it as I am a novice and don't want to risk it on my new $2,000 laptop.
_OCB
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July 26th, 2018 14:00
I'm not sure why people are suggesting removing the battery...
You're right about the uninstall. You can definitely skip that part. It's just that uninstalling the old driver manually is good practice because installers are sometimes buggy and they don't always remove the old components completely. But in this case the Intel installer doesn't have any issues.
_OCB
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July 26th, 2018 14:00
I can understand that. If you follow Buzzcronym's suggestion it is easier because you skip the uninstall steps. But if you'd still rather wait I'm sure Dell will eventually release a patched version to fix the problem. It's not like the old driver has major issues. I was using it for a long time before this and I don't think the upgrade made any significant difference.
Buzzcronym
26 Posts
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July 26th, 2018 16:00
@_OCB,
There are three threads on this same subject. In one of the other threads someone commented that in order to get the new driver installed, you first had to disassemble the laptop and disconnect the battery. That was one of the dumbest suggestions I’ve ever heard.
I like your old school thinking about uninstalling drivers first before installing new ones, but I don’t think that’s necessary these days, for the most part. Most installer packages will do that automatically if necessary.
_OCB
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July 26th, 2018 18:00
Yeah that's true. You can usually trust the installer. It's one of those things that work maybe 98% of the time, in 2018 anyway. This isn't like drivers back in the day with Windows XP. Complete nightmare.
I can only think of 1 exception. This was with the Killer Networking WIFI driver when upgrading to Windows 1803. Constant BSOD issues, even after updating the driver. So they released a separate uninstaller because their installer sometimes fails to remove the old driver.