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distributedculture
Participant
August 13, 2019
Answered

Premiere driver issue with Dell (can't update Intel driver to 100.6286 or later)

  • August 13, 2019
  • 3 replies
  • 6926 views

Hello,

I’ve tried search the Forums for Intel 100.6286 and Dell, but haven’t yet found an existing thread that helps me resolve the issue I’m encountering.

I can’t find a way to update my Intel display driver because driver updates are run through Dell, and I can’t get to driver version 100.6286 or later.

Context:

I’m running into this compatibility report: “The current version of your Intel display driver may cause performance and stability issues.  It is strongly recommended that you update to driver version 100.6286 or later.”

And indeed, video is not displaying properly in Premiere.

Here are my system specs:

Dell XPS 13 9350

Intel Core i7-6560U 2.20GHz

RAM: 16.0 GB

Windows 10 Pro

64-bit Operating System, x64-based processor

Intel Iris Graphics 540

Driver Date: 2/28/2018

Driver Version: 23.20.16.4973

I tried updating the driver on Intel’s site here: https://downloadcenter.intel.com/download/28991/Intel-Graphics-Windows-10-DCH-Drivers?product=88358

When I tried that, I get an error saying “The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer. Setup will exit”

That error dialog directed me to this resource: https://www.intel.com/content/www/us/en/support/articles/000005469/graphics-drivers.html

The key phrase on that page I think is

“Why did I get this error?

Your computer manufacturer customizes drivers that run Intel® components on your machine.”

When I run updates through Dell Update or through Windows Device Manager, it says that I have up-to-date drivers.

Any suggestions? Thanks for reading!




This topic has been closed for replies.
Correct answer Kevin-Monahan

Hi DC,

Sorry for this error. It appears that the manufacturer's warning is telling you that your system is up to date, when in actuality, it's not. You are going to have to install these drivers manually from the zip from the Intel site to get your system functioning correctly: file (copy/paste this link into a browser): https://downloadmirror.intel.com/27988/a08/win64_24.20.100.6286.zip

Please let us know if it works.

Thanks,
Kevin

3 replies

benjamint91291284
benjamint91291284
Known Participant
August 14, 2019

hey kevin could you please explain how to install the driver from the zip file? thanks

A
Anonymous
August 14, 2019

Where are you getting stuck? You need to unzip the file, then follow the instructions in Installation_Readme.txt

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity ManagerCorrect answer
    Community Manager
    August 13, 2019

    Hi DC,

    Sorry for this error. It appears that the manufacturer's warning is telling you that your system is up to date, when in actuality, it's not. You are going to have to install these drivers manually from the zip from the Intel site to get your system functioning correctly: file (copy/paste this link into a browser): https://downloadmirror.intel.com/27988/a08/win64_24.20.100.6286.zip

    Please let us know if it works.

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    D
    distributedcultureAuthor
    Participant
    August 13, 2019

    Hi Kevin,

    Thanks for your response. I tried it, and seems to be working now - thank you! I appreciate it.

      Kevin-Monahan
      Community Manager
      Kevin-MonahanCommunity Manager
      Community Manager
      August 13, 2019

      Glad to hear it, DC.

      Thanks,
      Kevin

      Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
        A
        Anonymous
        August 13, 2019

        What version of Premiere exactly? There was an issue with 13.1.3 where it presents that driver incompatibility window: Fixed issues in Premiere Pro versions 13.1.4, 13.1.3, 13.1.2, 13.1.1, and 13.1

        D
        distributedcultureAuthor
        Participant
        August 13, 2019

        I'm on version 13.1.4.

        A
        Anonymous
        August 13, 2019

        Call Intel support at (916) 377-7000, tell them that your system manufacturer (Dell) won't make updated graphics drivers available for the i7-6560U, and that you need at least version 24.20.100.6286, that the drivers on the page you linked didn't work, and ask them to provide you a ticket number. They'll recommend that you call Dell support, ask for a Level 1 Manager, and then tell them all about your conversation with Intel. If Dell refuses to release an updated driver, call Intel back, and they'll call Dell and get it taken care of. I just had to go through the same thing with HP and Thunderbolt drivers.

        Before you call Dell support, make sure you've got literally everything up to date, or they'll blame whatever isn't up to date for the issue

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