How to provide valuable feedback to NVIDIA

Updated 05/27/2020 10:10 AM
How to provide valuable feedback to NVIDIA

When reporting driver issues to NVIDIA, the information we require may vary depending on the type of issue you are encountering.  The most common driver issues are seperated into categories below along with a list of questions based on the type of graphics related problem.  When contacting NVIDIA to report driver related issue either through our support portal, NVIDIA driver feedback form or by email, please consider including answers to the following questions below based on your issue. 

Driver fails to complete installation:

1. Please indicated the previous driver version you were using.
2. Which installation method did you select?
-Express Installation
-Custom Installation
-Custom Installation with option Perform Clean Install selected
3. Is Microsoft UAC (User Access Controll) enabled/disabled?
4. Have you used any registry cleaner/optimizer/security tool since the last successful NVIDIA driver installation?
5. Are you using any anti-virus program? If so, which one? Does disabling the anti-virus program allow you to succesfully install the display driver?
6. Are you running any GPU utilities in the background (eg. Asus Tweak/MSI Afterburner/ EVGA Precision/etc.)?  If so these should always be closed before updating your drivers as they may cause the installer to fail.  
7. If NVIDIA display driver installed succesfully but the NVIDIA Control Panel is missing, please reference the FAQ "NVIDIA DCH/Standard Display Drivers for Windows 10".  
8. If continued troubleshooting does not solve your installation issues, we will require installer logs from your PC in order to further diagnose the cause of of the installer issues.  Please click here to learn more on how to enable installer logging so that you may provide it to an NVIDIA representative.

Stuttering/low game performance:

1. Title of the game which you are seeing a performance issue.  If an issue occurs across multiple games, we still require the name of a specific game that you are able to reproduce this behavior.  Please do not give a generic answer such as "happens with all games" or "happens with all the games I play" as this is not very helpful.  
2. Which platform are you playing the game on (Battle.net/Bethesda/Epic Games/Galaxy/Microsoft Store/Origin/Steam/Uplay/etc.)?
3. Please share screenshots showing the in game graphics settings you are using and the settings you have changed from the default values in the NVIDIA Control Panel
4. Screen resolution and screen refresh rate?
5. Are you running an SLI system? If so, does the problem go away if you disable SLI?
6. Are you running more than one display?  Does the problem go away if switch to single monitor only?
7. Is your graphics card's Power management mode set to Adaptive or Performance setting?
8. If the performance issue started after a driver update or after the game received a patch update, we will likely need logs in order to investigate the cause of the performance drop as the issue may very well be specific to your system configuration.  Click here to learn how to collect GPUView trace logs.  We typically need about 30 seconds to 1 minutes worth of gameplay logs. These log files can be quite large in size (typically over 1GB in size) so you will need to upload the files to a file sharing site such as Google Drive/One Drive/Dropbox/etc..  Then you will need to email the URL to download the file to driverfeedback@nvidia.com or share it with the NVIDIA Customer Care representative you are working with.      

Graphic Corruption/Missing Graphics:

1. Title of the game
2. GPU make and model
3. Windows version (click here for information on how to look up this information)?  
4. Are you running an SLI system? If so, does the problem go away if you disable SLI?
5. Does this reproduce with other games/applications or just one particular game/application
6. If possible, please provide a screenshot or a Youtube video showing the graphic corruptions you are seeing.
5. Please share screenshots showing the in game graphics settings you are using and also the settings you have changed in the NVIDIA Control Panel from the default settings.  You may email the screenshots to driverfeedback@nvidia.com.   

Monitor/HDTV connectivity/detection issues:

1. Display make and model (if you know the firmware version, please provide this as well)
2. How is display connected (HDMI, DVI, VGA, DisplayPort, etc.)
3. If you are using an adapter in between the display and graphics card, please state the type of adapter (ie DisplayPort to HDMI, DVI to VGA, etc.)
4. Have you tested the other ports on your graphics card?
5. Is this problem specific to when the driver is installed or does it occur with drivers uninstalled?
6. Approximately how long of a cable are you using (does not need to be exact)
7. Graphics card video BIOS version
8. If you are running multiple monitors, does the issue go away if you only connect the single monitor giving you issues/only single monitor at a time?

Applications/Games crashing to desktop or causing PC to reboot

1. Are you overclocking your GPU/CPU?  If so try rolling back the clock speeds to the stock values
2. Are the crashes or system reboots limited to a single application or does it happen randomly with different applications?  If the issue happens with multiple applications, it may be a hardware issue.  Check your components such as system memory/power supply/motherboard and graphics card for possible hardware problem.  If you have a spare PC, try installing your graphics card in a different PC to see you are able to reproduce the crashes.  If applications/games continue to crash when you use the graphics card on a different PC, then it is likely that the graphics card is going bad.
3.  If your application/game is crashing to the desktop, please refer to the FAQ "Capturing application crash or TDR dump files" to learn how to enable Windows full dmp file logging so that you may provide a crash dmp file to NVIDIA.  If applications/games are instead causing your PC to reboot with a blue screen of death (BSOD), please refer to the FAQ "Capturing a crash dump file from a Windows blue screen (BSOD)" to learn how to enable Windows full dmp file logging so that you may provide a crash dmp file to NVIDIA. Windows DMP files can range in size from around one hundred megabytes to over a gigabyte in size.  The size of the files will mean that you will not be able to email the files as an attachment.  Instead as ask that you upload the dmp file(s) to a file sharing site such as Google Drive, Microsoft One Drive or any other service and then email a link to download the file(s) to driverfeedback@nvidia.com.    

Miscellaneous Graphics Card Issues:

1. Step by step instructions to reproduce issue
2. Does this problem occur on any of your other PCs/graphics cards?
3. Did you experience this issue with any other prior display driver versions?
4. If your issue started after updating your display drivers, does your issue go away if you reinstall the older display drivers?

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