Intel UHD Graphics 620 causing laptop to blue screen

Question

Hi everyone,

I recently lost my job due to the company I worked for shutting down because of covid, so they wiped our laptops and then sent them back to us to keep. Unfortunately whoever wiped my laptop has done something as my laptop no longer works.

Issue: Whenever I try to login it either freezes when inputting my password, or shortly after the desktop loads. It blue screens with an error message "stop code: whea uncorrectable error"

I can however use my laptop as normal, BUT only if I boot it when it is plugged into my second screen. As soon as I unplug the second screen however it instantly freezes and blue screens. Same if I try booting without the second screen connected.

This got me thinking it was something to do with the graphics driver, so I tried updating/reinstalling different versions of the Intel UHD Graphics 620 etc. But was still having the same issue with freezing. I then tried to rollback the driver to the Microsoft Basic Adapter, and this worked- when it is set to this display adapter it works as it should. Obviously the basic adapter lacks the ability to have multple screens which is an issue so ideally I want to get the intel driver working again.

Has anyone else had this issue? or knows if there is any fix here that allows me to get the intel driver working properly? Or maybe these issues are just a symptom of a larger/different issue that i'm missing?

Any help would be very much appreciated!

FYI the model is: Dell Latitude 7490

Mary G · Accepted Answer

If you got the driver from Intel, that was a mistake. Dell customizes the Intel driver (as well as all other drivers)for your exact model. Get the right driver from Dell Downloads and Drivers.

https://www.dell.com/support/home/en-us/product-support/product/latitude-14-7490-laptop/drivers

I assume you reinstalled Windows when you got it from the company. You cannot get the computer to do anything without Windows. If you have not done that--Burn the files for windows 10 reinstallation to disk or thumb drive by using the Create Media Tool

AJPJC · Answer

Thanks Mary! I realized that I had only been trying to update the driver from the Dell site, when I tried uninstalling the driver and reinstalling I had downloaded it from the Intel site. Tried again but uninstalling, but this time downloaded the file again from the dell site. It took a few versions, but an older version of the driver worked and i'm no longer having the issue. Thanks for pointing me in the right direction- much appreciated!

wangcheung · Answer

AJPJC,

I am experiencing the same exact issue that you referenced while using the latest Dell driver. I currently have to disable the Intel Display Audio in order to prevent the error. Can you specify the driver version that you installed that prevented the issue?

Thanks

ULTRA77 · Answer

I am having this exact problem too but cannot install any previous driver as the error message says the OS is not compatible. Did anyone get an update on this problem?

ULTRA77 · Answer

I have found from further testing that the problem is in fact the latest Dell 27.20.100.9664, A11 video driver and should be removed or updated immediately.

I can confirm the previous version 27.20.100.9171, A19 is stable.

Michael2016 · Answer

I agree with you Ultra77, Dell Intel Driver 27.20.100.9664, A11 is unstable. It causes system crashes when Windows 10 tells the Laptop LCD to turn off, and it never fully goes into Sleep mode and the system essentially freezes. The only way to recover is to hard boot the system.
Installing the previous version 27.20.100.9171, A19 fixes this issue.
The only thing is you must unpack the driver and install it manually as the dell installer package will tell you it is not compatible with your system. Which is completely untrue.
I have even opened a ticket with Dell and their senior technician insists that I need to revert the entire system back to the DELL OEM Image before they will acknowledge the problem. My response was "of course that will fix the issue since you are asking me to revert to a previous build when the video driver worked!" Thing is, once the system updates to the latest driver yet again the problem will return. They simply need to fix the driver.

Ronald9677 · Answer

@Mary G wrote:

If you got the driver from Intel, that was a mistake. Dell customizes the Intel driver (as well as all other drivers)for your exact model. Get the right driver from Dell Downloads and Drivers.

mcdvoicehttps://www.dell.com/support/home/en-us/product-support/product/latitude-14-7490-laptop/drivers

I assume you reinstalled Windows when you got it from the company. You cannot get the computer to do anything without Windows. If you have not done that--Burn the files for windows 10 reinstallation to disk or thumb drive by using the Create Media Tool

I'm happy to see the issue is now solved. Thank you for updating us with the outcome.

AmusingClown · Answer

I have a Latitude 7490.  I did not find 'Intel Display Audio', but I did find ' Intel Audio Driver' that I disabled, and it actually helped...  for about 10 min.  Then it went back to the BSOD behavior.  Confirming that the situation is if I have Dell thunderbolt dock (hosting my ext monitor) plugged in, or HDMI monitor plugged directly in, then everything is OK.  But if I try to use the Laptop by itself it crashes (clean boot, or undock).  I noticed that it can sometimes stay up for a while, but when I launch chrome it will immediately hang. I experienced EXACTLY the same thing in 2020 in the Aug/Sept timeframe (when this thread originated), and my IT department solved it by re-imaging.  I do remember noticing that the driver had been updated before the issues showed. This time however I see no recent update for Intel UHD graphics 620 update - it is Intel 27.20.100.8681 from 5 sept 2020

ekfc · Answer

Is everyone still using the same 7190 driver?

I have this problem. I have tried a new hard drive, updating bios, many different drivers (installed in safe mode). None fixed it. The computer only works in safe mode. Weird thing is, if I install the intel graphics driver in safe mode, and device manager is showing it as installed, it works, but once I restart it it freezes.

I tried A19 7190 driver but it didn't work either.

I tried the dell support assist recovery usb option, but it installs the latest driver.

Pak007 · Answer

Thank you for share this information.......

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Intel UHD Graphics 620 causing laptop to blue screen

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