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15 Posts

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December 7th, 2022 06:00

Drivers and Windows 10 22H2 update failed

Latitude E5570 - 6820HQ

I left my old job and have got my old laptop out of storage. I've been updating to latest drivers, etc, but have two issues:

1. The graphics chip (R7 M370) won't play - it doesn't appear to have any drivers installed (shows up in device manager as "video controller" and has been disabled). Every time I try to install the drivers (whether downloaded from Dell, or via the support assistant) the screen freezes, requiring a reboot. I can live without the graphics chip - Intel's onboard 530HD is sufficient. 

2. The Windows update repeatedly fails. I have tried from the windows update in settings, using the update assistant, and from the media creation tool. Every time, when restarting, the installation gets to 48% and then the screen freezes (i.e. not even the white dots are spinning on the blue background). It's not me being impatient - I've given up at waiting 24 hours...

I suspect that the Windows update is trying to make the graphics chip work, which is causing the freeze. I then have to restart and Windows repairs the system to its pre-update version (1809). 

Is anyone able to help me sort this problem out? Thanks!

 

6 Operator

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1.8K Posts

December 7th, 2022 06:00

You have a few issues to deal with. You could try to solve each of them, or...

Given the age of the system, I'd be inclined to start fresh. Backup your user files to an external drive. Then, perform a clean install of Windows 10. Use Microsoft's Media Creation tool to create a bootable flash drive with Windows installer. Boot from the flash drive and install windows from scratch. 

6 Operator

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6.2K Posts

December 7th, 2022 07:00

Welcome to the Dell Community @SLL1976 

Make sure your BIOS is up to date.

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=5j9dm&oscode=wt64a&productcode=latitude-e5570-laptop

Use this method to update the BIOS.

Create a bootable USB drive using “Rufus”

https://rufus.ie/

Under "Boot Selection" select "Free DOS"

Then click "Start"

Copy the BIOS update to the bootable USB drive you just created..

Insert USB drive, power-on and start tapping the “ F12 “ key.

Boot from USB and run the BIOS update.

Then make sure you install/update the Intel driver FIRST.

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=7tfpk&oscode=wt64a&productcode=latitude-e5570-laptop

Next would be the AMD driver.

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=knh0j&oscode=wt64a&productcode=latitude-e5570-laptop

Important Information

- The Intel graphics driver must be installed before installing the AMD graphics driver.

Best regards and good luck,

U2

6 Operator

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1.8K Posts

December 7th, 2022 10:00

You should install the latest Intel Chipset driver. You should have done that before trying to install display drivers.

When performing a clean install, after installing Windows (and before you allow it to connect to the Internet), install the Intel Chipset driver followed by the Intel Management Engine Components. Then other chipset and firmware-related items from Dell. The Free Fall items are not critical and you can install now or later, though if you replaced the hard drive with and SSD then they are unnecessary.

Once you connect to the Internet, run Windows Update, You may find that it automatically installs the required display drivers, as it did on my recent clean installs on two laptops. But, it may not be able to do that if the Intel Chipset driver isn't installed.

Before trying a clean install, backup all your user files to an external drive.

If you're concerned about a clean install not working (unlikely), you can do this as insurance:
Using a drive imaging tool such as Acronis (which has saved me many times) or Macrium Reflect, create a full disk image backup to an external drive. That way if you're unhappy after the clean install, you can restore the disk image to your drive and your current system state will be restored.

Before any of that, it would be worth running hardware diagnostics:
Immediately after pressing the power button to turn on the laptop (or after clicking the Reboot command), press and hold F12 to enter the One Time Boot Menu, select Diagnostics and press Enter. The Dell Diagnostics will test all your hardware. 

It would also be prudent to run chkdsk.

EDIT: If you're going to continue with the current installation rather than a clean install, I suggest that you run system file check. From an elevated command prompt (CMD, run as administrator), paste this and press Enter:
SFC /scannow

From Device Manager, uninstall both display drivers before attempting to install new ones.

 

1 Rookie

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15 Posts

December 7th, 2022 10:00

Thanks to both who have replied...

I am a little reluctant to clean install Windows - when I bought and set up this laptop a couple of years ago, I had a lot of trouble getting it running due to driver/hardware issues with the AMD chip that never really got sorted out 100% (in the end I just disabled it in device manager and used the intel graphics). My slight worry is that if the latest 22H2 Windows install tries to insist on activating the graphics chip during OS installation, I might not be able to get it working at all with a fresh install. But it is a "nuclear option" to hold in reserve...

FWIW, I had already updated the BIOS and all the drivers before trying to update Windows. It appears that I am already running the most up to date versions of the drivers (see screenshot):

SLL1976_0-1670434801125.png

Just to explicitly confirm: I did update the BIOS driver first (directly from the Support Assistant, not from a bootable USB, but it seems to have installed okay), then the Intel graphics drivers (which updated fine), then the AMD driver (which caused a screen freeze and needed a hard reset). 

However, I following your advice, I re-downloaded and reinstalled these drivers just in case the failed Windows update had broken something. 

The BIOS update went fine. 

The Intel graphics update went fine. 

The AMD graphics update tried to install AMD Catalyst Control Centre. If I allowed this to install, AMD CCC then tried to update my driver (18.something) to a more recent version (22.something). If I allowed this, it got about 70% through installing and the screen froze (no HDD activity and no Network activity, so it appears that the whole laptop has frozen), requiring a hard reset. 

Could this be a hardware fault and if so is there a workaround? 

 

1 Rookie

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15 Posts

December 7th, 2022 11:00

For the avoidance of doubt, I went onto "drivers and downloads" from the Dell website and installed all of the latest drivers specific to my machine (i.e. it auto detected my service tag, etc). I did install the latest chipset drivers before installing any of the graphics drivers. 

The laptop is running an SSD. 

I have run chkdsk and there appear to be no problems:

Windows has scanned the file system and found no problems.
No further action is required.

468220743 KB total disk space.
173296380 KB in 295931 files.
337644 KB in 86548 indexes.
0 KB in bad sectors.
791439 KB in use by the system.
65536 KB occupied by the log file.
293795280 KB available on disk.

4096 bytes in each allocation unit.
117055185 total allocation units on disk.
73448820 allocation units available on disk.

I will run diagnostics now...

6 Operator

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6.2K Posts

December 7th, 2022 12:00

@SLL1976 

Have you tried to install the AMD driver???

https://www.amd.com/en/support/graphics/amd-radeon-r7-series/amd-radeon-r7-300-series/amd-radeon-r7-m370

I would download the driver to a newly created file on my desktop.

Then go to "Device Manager"

Right click on the AMD R7 M70 and "Uninstall Device".

Check the box when asked if you want to uninstall the driver.

Then run the driver from AMD.

Regards and good luck,

U2

1 Rookie

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15 Posts

December 10th, 2022 06:00

Just returning to update you all on the progress...

Reinstalled all the latest non-display drivers (various suggestions above). Then...

Installed the Intel Display Driver (fine) and then attempted to update the AMD display driver, which (once again) froze the laptop requiring a hard reset. 

I ran checkdisk and SFC /scannow as suggested (one of these said it had repaired something - I can't remember which)

I ran the F12 at bootup hardware diagnostics (2 hours), which gave the a QR code which took me to the following URL...

https://www.dell.com/support/diagnostics/ePSA/QRScan/JNDHQC2/0145/130152/_/ID/0BAB5

I ordered a spare SSD: figuring that I'd try to reinstall Windows but still keep my old SSD as a cast iron backup (it is at least a running configutration) and I had some work that I needed to get done, so left this for a day while I focussed on work and waited for the new SSD to arrive. 

I came back to the laptop this morning to find that it had downloaded and installed Win 22H2 in the background overnight and needed a restart, so I restarted it (fully expecting it to freeze at 48% as it has every other time). 

Amazingly, the 22H2 update has installed. 

Curiously, the laptop no longer recognises that it has an R7 M370 graphics chip. The latest AMD drivers (22.6) appear to be installed but it doesn't even recognise that it has an unknown device when I scan the system on device manager and it only sees the Intel 530 chip. 

So, in summary, Windows has updated, my AMD graphics chip has completely disappeared but the system is running normally again and windows update is no longer repeatedly trying to download and install 22H2 in the background. 

Although I'm still none the wiser as to what exactly has fixed the problem, the system is working normally again so I'm going to count that as a win. 

Thanks to both filbert and u2cameb4me for your help! 

 

1 Rookie

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30 Posts

January 25th, 2023 07:00

It sounds like the same problem as my old Vostro. The trouble is caused by the dual graphics cards and switching between them.

Windows can handle the 2 graphics cards, but not switching between them. I guess this is some software that Dell would have provided if they sold the laptops with later Windows versions and Microsoft are incapable and not interested in handling all these extra little hardware issues.

I have managed to update my system progressively with SSDs to Win10 21H1 from what was originally supplied as XP. Win7 upgrade was OK, but I had to install Win10 from scratch and search for drivers, usiing some old Win8 stuff for touchpads etc. I thought it was not working but discovered from windows logs that, because of the dual graphics, it pauses for about a minute after switch on, but after that behaves normally and runs very well and pretty fast with both graphics drivers apparently installed.

The ony glitch I ever have is that single delay after switch on.

However, as I have periods where I have not used it for some time I have been trying to catch up on updates and at the moment  I am unable to update to 22h2.

I have not tried updating from the ISO yet, but seeing your post reminded me that it may be the dual graphics causing this issue again preventing the latest upgrade.

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