Unsupported Video Driver for non tech person

[alecia_4358]

When I open premiere pro- on my ASUS laptop- it says system compatibility report: video Intel R Arc(TM) Graphics: Unsupported driver. If I proceed with the fix button, it doesn't work. If I proceed within premiere pro/it crashes my computer. I brought to Best Buy geek squad- they replaced my computer. I got a new computer- the exact same - I turned it on- downloaded creative cloud then adobe premiere pro- opened- and sure enough the same system compatibility report. I have ASUS with intel core, Nividia, GeForce rtx. When I bought this computer they said it was perfect for editing videos in premiere. I am not techy- and the geek squad could not understand the issue - I don't want to go back and get a third new computer. Does anyone have very straight forward advice on how to fix this- step by step that someone not techy could preform? Clearly it's not my laptop- brand new- up to date everything and latest version of adobe premiere pro. 

[RjL190365 · Accepted solution]

The problem is OEM customized graphics drivers. Adobe supports only generic Intel graphics drivers, and anything that's customized by the system OEM breaks this compatibility. Unfortunately, your system OEM does not comply with the WDM driver rules, instead installing the driver using the old legacy installation method. That makes updating from that OEM-customized driver to a generic Intel driver frustratingly difficult.

[alecia_4358]

Would it be best for a tech challenged person like me to get a different computer with a different graphic driver? If so/ do you by chance know what driver is supported by adobe?

[RjL190365]

In this case, then it will not help because all other big-name laptop manufacturers also use their own OEM-customized drivers as well, often installed using legacy non-WDM methods. The only way to circumvent this would be to build your own desktop PC using off-the-shelf components.

Barring that, you can try to go directly to Intel's Web site and manually download the driver for your iGPU for the particular Intel Core CPU that your laptop has, and then try to install that. The driver as suggested by Adobe on that particular page you've posted a page out of is outdated and too old to support your particular iGPU.

[John T Smith]

As  @RjL190365 says, this may not help... but it is the link to Intel

Intel https://downloadcenter.intel.com/product/211969/Intel-HD-Graphics-Family
https://www.askwoody.com/newsletter/free-edition-working-with-the-intel-driver-support-assistant/

[Warren Heaton]

I'd reach out to ASUS support to resolve the driver issue, especially if you have one of their model laptops that they market as being for video editing and includes three months of Adobe Creative Cloud with the purchase. 

[JonesVid]

I just use the Intel Driver Assistant page.

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

I use it on my video editing PC's that I built myself and my day to day Dell Laptop PC's.

As @RjL190365 has said it will complain that you have OEM drivers installed on your Laptop and says if you load the intel generic driver it will potentially invalidate your warranty.

You can proceed at your own risk - and 100% I have found the Intel Wifi/Bluetooth/Graphics drivers all work fine on my two Dell Laptops.

My motherboard is ASUS in my Video edit PC's and I loaded the Intel generic drivers over the ASUS ones over 18 months ago.

In fact the ASUS drivers are normally way out of date and cause more issues than they solve.

For your laptop ASUS should normally supply a Utility to scan your Laptop to check for new drivers - so you could go ahead and try the Intel driver then if it fails you can always load the ASUS one with their LAptop utility.

If you don't have such a utility on your NEW laptop complain to the shop you bought it from. They also have an obligation to help you get your drivers sorted to use Adobe Premiere Pro

To try the Intel scan/download tool just load this in your browser

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

It scans your PC automatically and brings up out of date drivers.

You can then select each one and download the drivers

If your Laptop is under warranty you may want to try your shop vendor first for help.