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

[distributedculture]

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!

[Guest]

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

[distributedculture]

I'm on version 13.1.4.

[Guest]

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

[distributedculture]

Thanks JPooley_Hearst! I'll try that and then provide an update on this thread.

[distributedculture]

Hi JPooley_Hearst - FYI, Kevin's suggestion worked, so I ended up not calling Intel support - I appreciate your suggestion though.

[Guest]

Great! Sometimes generic drivers work, sometimes they don't. Hopefully this thread is easy to find on google now if anyone has similar issues.

[Kevin-Monahan · Accepted solution]

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

[distributedculture]

Hi Kevin,

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

[Kevin-Monahan]

Glad to hear it, DC.

Thanks,
Kevin

[simonh52486656]

Dear Kevin,

got the same problem, same Dell but with an Intel Iris Plus Grapics 640. Try to follow your Downloadlink, but I`m not able to dowload the zip file!?! The Link do not work for me - it ends in a blanc explorer-tab - The site is not avalible. Can you please send me a new Link?

It is terrible when you make an Update and afterwards you cant continue work

thanks

Simon.

[Guest]

Copy paste the link. Kevin deliberately made it so you cannot simply click the link.

[simonh52486656]

thanks, copy and paste is working!

[Kevin-Monahan]

I added those instructions to the process. Thank you!

Kevin

[ChrisLicence]

Hi Kevin,

Might you have a fix for the same problem with my Dell 7352 Inspiron? The newest (2020 I assume) version of Premiere is throwing me the same issue. Stating that my video drivers aren't what they want even though Dell says I have the latest. 

Is there anything, newer drivers that will work with my laptop? Any suggestions appreciated!

Chris

[Kevin-Monahan]

Let me see what I can do for you, Chris.

Kevin

[Kevin-Monahan]

This doc should provide what you need, Chris: https://helpx.adobe.com/x-productkb/multi/drivers-video-win-intel.html

[ChrisLicence]

Thank you, Sir,

I tried the auto and manual methods without any luck. each time it tells me that the installed driver is not supported and that the one supplied is no better than the one I already have. However manual attempt shows it beginning to install then abruptly stops and gives me the same message. When I open Premiere it gives me the warning (Intell (ICR) HD Graphics 5500 Unsupported Video Driver)

I do appreciate your help.

Chris

[RjL190365]

Guess what? Intel has EOL'd driver support for all 5th-Generation and older Intel CPUs recently. The last security-patched driver update for the 5th-Generation CPUs came out this past March. Intel had actually placed the 4th- and 5th-Generation CPUs in legacy support mode back in mid-2017, and for the two years since, only security patches to the existing drivers had been released.

[chidubem mariuse782864]

Hello, Godday Kevin

I'm using an Intel(R) core (TM) i5-4310M , thats a 5th gen. Intel wwhat do i do please, the download link you posted was for 6th-8th gen onlly, please helppp..

[benjamint91291284]

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

[Guest]

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