000035809 - Items under the cursor disappear when highlighted or the screen does not display or update properly with Intel graphics for RSA Archer

Document created by RSA Customer Support Employee on Dec 12, 2017Last modified by RSA Customer Support Employee on Jul 3, 2019
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Article Number000035809
Applies ToRSA Product Set: Archer
RSA Product/Service Type: Archer
RSA Version/Condition: 6.1.0.2
Platform: Windows
IssueThe following issues were sporadically observed:
  • Items below the mouse cursor disappeared when the mouse cursor was highlighted over them.
  • When running at 4K resolution, pages or sections of the screen would not display completely or would only partially draw.
  • When running at 4K resolution, when loading fields on the Source Definition screen, the screens turns grey and no longer responds or paints correctly.
  • When running at 4K resolution within Firefox, the mega menu does not draw or animate when clicked.
  • When scrolling, items in the scroll list disappear and the screen only shows white blank space.
  • Areas inside and around animated objects such as loading wheels the screen does not draw properly.
  • When windows are closed, part of the window remains on the screen until the user moves the cursor over that area of the screen.
  • The area behind the mouse cursor path is a white blank space and does not display properly.
  • When the loading popup completes, portions of the loading popup remain on the screen.
  • Items in the Administration pages (Manage Users, Manage Groups, etc.) would disappear or reappear when the mouse is moved near the clickable items.
CauseThe problem is caused by the Intel graphics driver installed on Windows 10:
Graphics Chipset: Intel(R) HD Graphics 520
Manufacturer: Intel
Driver Version: 20.19.15.4531
Operating System: Windows 10


This driver was found to be installed out of the box on the Dell Latitude E7270.

You can confirm the existence of the driver on the system by running theDirectX Diagnostics Tool. 
  1. Navigate to Start > Run > dxdiag.exe
  2. On the Display tab look for the device and version information:

User-added image
ResolutionTo resolve this issue, upgrade the Intel graphics driver to version 21.20.16.4627, which is confirmed to resolve the issue in Dell Latitude E7270 laptops.

You can confirm the existence of the graphics driver on the system by running theDirectX Diagnostics Tool. 
  1. Navigate to Start > Run > dxdiag.exe
  2. On the Display tab look for the device and version information:

User-added image


 
WorkaroundThe following workaround was confirmed to resolve the issue:
  1. Launch  IE11 and click the gear icon on hte top right.
  2. Select Internet Options.
  3. CLick Advanced.
  4. Choose the option to Use Software Rendering Instead of GPU Rendering.
  5. Reboot the PC.

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