Directx 12 Offline

[Charolette Antosh]

AlsoI have a question: how can I restore to previous Intel Iris Xe & Xe Max Graphics Drivers from YOUR website? I don't see any when I was searching for it. Plus, the roll back option in the Device Manager is grayed out because of what I did in #6.

Just to let you know, we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform. Even though you mentioned that you already updated the drivers, try a clean installation of the driver provided by Acer, which is version 27.20.100.9466:

The Intel graphics drivers are generic, meaning they might or might not work with your specific machine. For testing purposes, if the problem persists, try a clean installation this time of Intel graphics driver version 30.0.101.1340:

Also, we suggest to get in contact directly with Acer support to confirm that the latest BIOS version is currently installed in your system or, if necessary, to gather the instructions on how to do that:

Hello. So, the information you posted in the previous reply was helpful as it told me where the graphics drivers were for my laptop. Thank you so much for that. However, the problem is still there, and just recently, I think I know what might be causing it.

So, I use Google Chrome on a daily basis, with YouTube videos playing. Before that though, I checked whether the error I usually have is there, and before watching those videos, it's not there. But, after some time watching those videos after checking, I get a black screen with Chrome, and then it returns to normal (with the fact that you lose the video parts it loaded). After this happened, I checked DxDiag once again, and, unsurprisingly, the error finally shows up: missing Direct3D DDI, Feature Levels, and Direct3D acceleration!

"is it Google Chrome, the Graphics Drivers, or my laptop (and therefore I have to just refresh or reset my PC)?", it is very difficult to diagnose what might be the source of the problem, it could be any of those 3 factors.

"I haven't contacted Acer for an update for BIOS, so that might also be a problem.", that is very important when it comes to the performance of the computer because the BIOS versions contain fixes for specific issues like the one you are noticing on your machine, so it is strongly recommended to make sure of that the latest BIOS version is installed.

After trying all those troubleshooting steps, if the problem remains, then get in contact directly with Acer support to report this scenario, to check if they have a fix for this situation, to verify if they can replicate the issue using the same exact computer/board you are working with, to confirm if a physical inspection of the machine will be needed and for further assistance on this matter, warranty options may apply on this position and if there is a fix that they need to add to their customized driver they will work with Intel internally on trying to add a fix to the driver that is available in their website:

Hello. So it's been two days since you have messaged me about using another browser (currently using Opera GX), and I have to say, I haven't been having any random black screens when watching YouTube videos. I guess Google Chrome really is the problem. Of course, I will still reply here if ever the problem persists, but thank you, Intel Support, for the help you have given me these past days about this issue.

Ok quick update: the error's still there, even though I used a browser other than Google Chrome. I assume I really just have to refresh/reset my PC? I guess this is some sort of memory issue where it kind of struggles to load in the YouTube video and therefore gives me a black screen, indicating that the error's there.

"I assume I really just have to refresh/reset my PC?", yes, that could be a step that is actually needed in order for the PC to work properly. But, in that case, it will be something that Acer support will be able to confirm, especially considering the fact that the issue remains after installing the driver tested and validated by them.

And I still don't understand how a render-only device can be affected by this; I didn't even start gaming for the day and it's already there. Either it's just this laptop or the graphics drivers are just horrible, which should be a reason to not advertise this for gaming on laptops. Sure, it better than the non-Max version, but it's absolutely useless if I'm just gonna run into this problem anyway; other people have problems with it as well (even on different laptops):

Upon checking the SSU report the Intel Iris Xe MAX Graphics controller appears to be offline. Just to make sure, how do you switch from one card to the other based on what you mention "changing the GPU to the Intel Iris Xe, which does have those complete DirectX features, then it works fine", are you enabling and disabling Intel Xe Max from BIOS or somewhere else?

So, after I replied to you about that error, I actually disabled the Iris Max Graphics Driver. Furthermore, I already updated my Windows and BIOS version. Now that you replied, I enabled and uninstalled those Iris Xe Graphics Drivers, and reinstalled them using the latest version, and of course I checked DxDiag if the problem was there and it wasn't. I did the SSU scan and here it is. Please do note that this is while the problem isn't there; I might do another SSU scan if ever the problem occurs again.

Unsurprisingly, the problem's still there, so here's the ssuscan that I saved when the problem did occur. I guess you can compare this with the ssuscan4.txt that I just uploaded before and see what's wrong with it?

You mention: "changing the GPU to the Intel Iris Xe, which does have those complete DirectX features, then it works fine". Upon checking the SSU report, we can see that the Intel Iris Xe MAX Graphics controller appears to be offline.

As for enabling/disabling the Iris Xe Max, I disable (or uninstall) it through Device Manager. This way, the game launchers I use to play games with are forced to launch with the GPU that has complete DirectX Feature Levels, i.e. Iris Xe, instead of the one that has no Feature Levels, i.e. the Iris Xe Max after the problem occurs.

Intel does not verify all solutions, including but not limited to any file transfers that may appear in this community. Accordingly, Intel disclaims all express and implied warranties, including without limitation, the implied warranties of merchantability, fitness for a particular purpose, and non-infringement, as well as any warranty arising from course of performance, course of dealing, or usage in trade.

In other words How can I determine which version of directX is installed on an unknown computer? How can I find out if it is 9.28.1886 (Febr 2010) or 9.27.1734 (Aug 2009) or the latest 9.29.1962 (June 2010) version?

Hey try the offline version of directx and then install it. since after seeing this question I also installed this june2010 directx and it installed without any problem. You just use ccleaner and clean your your pc and try to install directx again if installing from offline fails.Reply me.

I have windows 8.1, and I just bought my subscription. After clicking the install link from the dashboard, the MSI file will begin installing as usual,but it will fail everytime when it gets to the directx installation. I know for a fact that my...

From your log it looks like the DirectX installer, that is packaged in the launcher installer, returned a -9 error code. We have seen this before but we are not exactly sure what causes the failure. The answer in the following thread should get you past the issue though.

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