Hi Dooley,
I found an article. Maybe it helps: https://www.intel.com/content/www/us/en/support/articles/000030981/graphics.html
Also, (You may know that, but just in case I wanted to remind you.) if the user adds the -diag command to the game's shortcut as in the picture below, the acklog.txt file will be created.Then maybe you can know more about the problem. For steam, she/he can use launch option to enter the command.