Hello Graphics Communities!

For a very long time now we've been trying to track down, diagnose, and correct an issue that seems to be happening all across the board with Intel® Graphics.  Users, for various reasons - seem to have issues with OEM systems (and Intel® NUC's) losing their display for different events.

• Installing new drivers
• Rebooting
• Computers idling, going into sleep or hibernation
• Other random events

We have run into a stumbling block in fixing this issue, and that is that we are unable to reproduce the symptoms above.  We have ordered exact-matching systems, displays and cables - and matched our configurations to those of the users having problems, and we are completely unable to reproduce the problem.  The issue is complex, but in this particular case - it stems from the fact that two users with the same configuration are not guaranteed to have the problem, it varies from user to user, system to system, display to display.

What we at Intel® are asking now though is 2-fold.  If you are one of these users (or a business) experiencing a consistent black-screening issue as mentioned above, we would like to procure your COMPLETE system configuration.  This means, we want you to ship us (at our expense) - the System (desktop or laptop), display (TV, monitor) AND the cable (hdmi, dp, dvi, vga) used by your system when it starts to have a blackscreen failure.  If you are willing to do this, you should be aware that we will keep your system for an extended period, and will compensate you by replacing your setup.

NOW!  Even if you are not willing to send us your system, and would just like to inform us that you have a black-screen issue.  That is okay too. Even if you have already submitted this info in some of our other black-screen threads, feel free to submit it here too.  Please submit the following information into this thread so that we can continue to document all possible instances of it.  Just copy and paste the below list and put in relevant information (completely!).  *NOTE* If you have not already done so, please update your BIOS and Display Driver to the latest version available.  We cannot accept a report of a failing configuration that is not up to date.  Additionally, if you are running your display through a 3rd party device such as a projector or an AV/R (receiver), you need to show that the problem still occurs without the extra device connected (a direct connection from system to display is required).

Any/all information is valuable.

Thank you for your information & cooperation!

-Nic

After a lot of testing i've found out that Intel hdmi drivers have a major bug under windows 8: when you use wasapi (event/push/shared) for audio output and set it to 16/24 bit @ 44000hz the output is SILENT. You get no errors from the application (tested with foobar and xbmc), what you get is a normal playback of the audio file but with no audio output. Can anyone confirm this? In both cases resampling the audio @48khz fixed the issue but still, I/We need also the 44khz. Thank You.

OS: Windows 8 Pro

Intel HD drivers: latest @ Intel HD4000 bu

Summary

I've getting screen tearing on both HD 4400 and HD 4600 machines running Windows 8.1 when using DirectX 9.  I've reduced the problem to a short demo program, and made the source code available.  The demo, on failing machines, shows red on the screen that should be all blue.  More so if the program is compiled in "Release" mode, hence my suspicion of a timing issue.   

Details

The HD 4400 machine has a BIOS and graphics driver up to date as of 2014-Aug-12.  I have not seen the problem on machines with discrete graphics cards running Windows XP or Windows 7.  Alas I don't have a HD 4400/4600 machine running Windows 7, so I don't know know if the root cause is Windows 8.1 or the Intel graphics.

The program uses DirectX 9 and double buffering, in a way that I've used successfully for nearly a decade, and I believe is vanilla code.  The source code and executable are available from my personal web site (RedFlicker - Blonzonics) along with instructions for running the program.  Here is what the program does:

1. Fill a buffer with RED pixels.
2. Overwrite the buffer with BLUE pixels.
3. Ship the buffer to the screen.
4. Repeat.

By my understanding, the screen should always show BLUE pixels, because the RED pixels are totally overwritten before the buffer is displayed.  But the top of the screen shows RED pixels sometimes, as if the buffer is being prematurely displayed, (or is delayed in being not displayed after buffer swapping?)  Possibilities:

• I've been using DirectX 9 incorrectly for nearly a decade, and never noticed until Windows 8.1/HD 4x00 showed up.
• DIrectX 9 + Windows 8.1 has a bug.
• Intel's driver or hardware has a bug.

What's the best way to attempt to resolve this issue?

P.S. Gory Details for DirectX 9 Experts

More details follow, of possible interest to DirectX experts who might spot something wrong in my code.  Below is how I am updating and displaying the buffer (from lines 244-268 of RedFlicker.cpp in the source code from the website):

static void UpdateAndDraw( HWND hwnd ) {    HRESULT hr;    Device->BeginScene();    IDirect3DSurface9* backBuffer=0;    hr = Device->GetBackBuffer(0,0,D3DBACKBUFFER_TYPE_MONO,&backBuffer);    Assert(hr==D3D_OK);    D3DSURFACE_DESC desc;    hr = backBuffer->GetDesc(&desc);    Assert(hr==D3D_OK);    D3DLOCKED_RECT lockedRect;    hr = backBuffer->LockRect(&lockedRect,NULL,D3DLOCK_NOSYSLOCK|D3DLOCK_DISCARD);    Assert(hr==D3D_OK);    FillWithCheckerBoard(desc, lockedRect, 0xFF0000);    FillWithCheckerBoard(desc, lockedRect, 0x0000FF);    hr = backBuffer->UnlockRect();    Assert(hr==D3D_OK);    backBuffer->Release();    Device->EndScene();    hr = Device->Present( 0, 0, 0, 0 );    if( hr!=D3D_OK ) {        Decode(hr);  }
}

Here is the routine that sets up the "present" parameters:

static void SetPresentParameters( D3DPRESENT_PARAMETERS& present ) {    ZeroMemory( &present, sizeof(D3DPRESENT_PARAMETERS) );    present.BackBufferCount           = 2;    present.SwapEffect                = D3DSWAPEFFECT_DISCARD;    present.BackBufferFormat          = D3DFMT_X8R8G8B8;    present.Flags = D3DPRESENTFLAG_LOCKABLE_BACKBUFFER;    present.Windowed                  = !ExclusiveMode;    if( ExclusiveMode ) {        present.BackBufferHeight = DisplayHeight;        present.BackBufferWidth = DisplayWidth;    }
}

The "present" parameters are transmitted to DirectX in this routine:

static bool InitializeDirectX( HWND hwnd ) {    HRESULT hr;    // Create the Direct3D interface object.    d3d = Direct3DCreate9( D3D_SDK_VERSION );    Assert(d3d!=NULL);    // Get device capabilities    D3DCAPS9 displayCaps;    hr = d3d->GetDeviceCaps(0,D3DDEVTYPE_HAL,&displayCaps);    Assert(hr==D3D_OK);    // Get resolution of current display mode    D3DDISPLAYMODE displayMode;    hr = d3d->GetAdapterDisplayMode(0,&displayMode);    Assert(hr==D3D_OK);    DisplayHeight = displayMode.Height;    DisplayWidth = displayMode.Width;    // Create the device    D3DPRESENT_PARAMETERS present;    SetPresentParameters(present);    hr = d3d->CreateDevice(        D3DADAPTER_DEFAULT,        D3DDEVTYPE_HAL,        hwnd,        D3DCREATE_SOFTWARE_VERTEXPROCESSING,        &present,        &Device    );    if ( hr!=D3D_OK  ) {        char buffer[200];        sprintf_s(buffer,200,"Internal error: d3d->CreateDevice returned %s\n",Decode(hr));        MessageBoxA(hwnd,buffer,NULL,MB_OK|MB_ICONWARNING);        return false;    }      return true;
}

The source code download has the full source (360 lines) and a VS2013 solution for compiling it.

When I shut down my PC, or go in standby/hibernation mode, the monitor "crashes". I have to reset it to switch if off or on again. It also happens when i'm in the BIOS and switch the power off by pressing the power button.

I don't know what exactly is the reason. Is it the BIOS, the Mainboard, or the monitor?

If i unplug the DP-Plug, the monitor recognizes that the link is gone and goes to standby mode, as it is supposed to do, so i assume it isn't a problem of the monitor.

As it also happens in the BIOS i can assume it isn't a driver related problem.

It just happens on DisplayPort. DVI works flawless. It looks like the HD 4600 is sending some sort of invalid command to the monitor when shutting down, which causes it to crash.

Any ideas?

CPU is i5-4690K on an ASUS Z97I-PLUS, Monitor is EIZO EV2333.

playI have 5 Dell OptiPlex 3020 machines with intel HD 4600 graphics.  They have a vga port and a display port.  I want to know what I need to be able to use that to display an extended desktop on two vga displays.  Im thinking a vga cable for one, then a displayport to vga adapter for the other.  What I am not sure about is if it needs to be a passive or active displayport adapter for this to function.  I know with 3 ports I have to use active since two of the ports are bridged.  Just not sure on this model.

Can you help me out?

Hi everyone,

I have laptop Dell 3542 with i7. I have installed all the drivers and updated the bios. I still experiencing several problems.

I'm running win7 64bit.

1. When i right click on the .exe file or shortcut explorer hangs.

I know about shell menu items. I don't have any additional menu items in context menu.\

The only one is : Slect GPU and two options NVIdea and Intel

2. When i shut down the laptop it is not switched off. The led is off but hdd is spinning.

This problems are only when laptop is on battery. When AC cord is connected everything is fine.

I have uninstalled Intel driver and this problem disappeared. The default windows generic adapter is used instead.

How to fix this problem? I was trying to install the latest intel driver from intel.com but it says not validated for this device. Install driver from dell site.

Hi,

I have configured the NUC to be used as a HT-PC. Connected it to a receiver through its mini HDMI port and the receiver to a Sony KDL-46W955a TV. The problem I have is that with this configuration I cannot have the correct resolution of 1080p in the TV. The Windows 7 is automatically set to a fixed 720p resolution and I can´t change it to any other because the Intel HD graphics control panel is greyed out for all settings. The following troubleshooting were made to try to isolate the problem:

- When booting the NUC unit and pressing F2 to enter BIOS mode, the resolution is corrected at 1080p. The TV identifies the signal as " 16:9 1080p HD"  when pressing display in the remote and the image in the screen is sharp and clear. As soon as you exit BIOS and start Windows, right in the boot splash screen the resolution changes to 720p, the image gets blurred and you cannot change it back to 1080p or any other resolution in Windows Control Panel.

- If removing the Intel video drivers and reverting the windows default video drivers I can set resolution for 1080p in the TV and the image is sharp and clear. At this point my guess is that there is no hardware problem with the receiver or TV but of course XBMC doesn´t run.

- If connecting the NUC HDMI cable directly to the TV HDMI port 1 or 3 (bypassing the receiver), I can get 1080p resolution and all options in the Intel HD graphics control panel are functional. XBMC runs flawlessly with a sharp and clear image.

- Replaced all HDMI cables by Audioquest Pearl cables - no changes, still getting 720p. The receiver HDMI configuration is set to "bypass" what according to the manufacturer is the correct settings to not affect the signals (no upscaler). In other words it repeats the exact same signal from the input to the output.

OS Configuration:

Windows 7 Professional 64-Bits SP1 and latest patches

Video drivers: tested with GFX_Win7_8_8.1_64_10.18.10.3643 and the latest found GFX_Win7_8_8.1_64_10.18.10.3910. (same results for both)

Audio Drivers: AUD_Win8.1_Win8_Win7_6.0.1.7240

XBMC 13.2

Hardware configuration:

Receiver: Cambridge Audio Azur 651r

TV: SONY KDL-46W955a

HDMI cables: Audioquest Pearl 1m and 2m

Mini HDMI to HDMI converter

NUC Configuration:

BIOS: WYLPT10H.86A.0027.EB

8GB DDR3 Crucial

120GB mSATA Crucial SSD

Intel Wireless AC-7260

Any ideas on how to fix this?

Regards,

Jose Antonio

Dear reader,

My problem here is, that I can't find the correct driver for my Video Card. Thing is. The Computer is built for Windows 7/8/Linux. But for reasons I have to use Windows XP on it.

I'd rather not use the methods many people are using. (Compatibility Mode on Windows 7 or XP Mode on Windows 7 etc.)

System Information is enclosed in the Attachment. Thank you for your consideration!

Best Regards

Alain Thuerig

Good night every one,

I'm new here and have always used this forum to solve my problems. But this time I have not found a solution.

I just bought a video card, the GeForce 210. The problem now is that the PC was much slower than before. If I move a window in Windows, creates a trail, as the trail of the mouse.   The following configuration: 

Windows XP SP3;

Intel Core2 CPU 4400 @ 2.00 GHz;

3.0 GB RAM;

NVIDIA GeForce 210;

Motherboard - Intel DG965SS 

Important detail: PCI-E 1.0 x16 and the graphical card GeForce 210 is PCI-E 2.0 (the problem is this?) 

Thanks in advance,

Hi !

I have a ZOTAC EI750 Plus (intel i7-4770R) with GPU "Intel Iris 5200 Pro".

Iam trying to configure with my new Dell UP3214Q at 3840x2160 (60HZ) using a Display Port-Display Port 1.2 cable.

I have configured my Dell monitor at DP 1.2 mode.

I am using Windows* 7/8/8.1 GFX Driver Version 3621.

It only work at 3840x2160 (30HZ), impossible to get 60 HZ!.

Someone could help me?

Some old driver work at 60 Hz?

THANKS IN ADVANCE!!

Hi,

I've got laptop with Intel i7-3630QM. There is integrated graphic card Intel HD4000 and 3 outputs: DVI, HDMI and Display Port. I'd like to connect 3 monitors at the same time in extended mode (independent). I've found the information that I can connect up to 3 monitors to my laptop if at least 2 of them are connected via Display Port. Due to only 1 Display Port output I need to use a hub. And now is my question: Can I use MST Hub (i.e. Multi Stream Transport (MST) Hub DisplayPort 1-3 - Graphic solutions GeForce & Radeon) to extend number of outputs? Then I could connect 1 monitor via Display Port -> Display Port, second via active dongle Display Port -> DVI or HDMI and 3rd via the same dongle or via native DVI or HDMI Intel HD4000 output.

I'm digging the Internet looking for a solution for a few days and I don't want to spend money on not working solutions.

Thanks,

Darek

I have an Asus K55A with an Intel core i5 processor.

I installed windows 8.1 today and now my graphics adapter's driver is crashed. I cannot view multiple monitors or adjust my screen resolution settings as it is defaulting to the default microsoft driver.

I have updated to Driver Version:

10.18.10.3316

I still get this notice in the device manager:

This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)

Object Name not found.

Can anyone advise, as I MUST have multiple monitors for work.

Thanks

Hi all,

I'm having a lot of trouble updating my graphics drivers on my personal laptop.  I went through the uninstall process and completely removed the old drivers, but when I try to install the new drivers, it says it's not specified for my machine.  I know I have the right driver because I used the "self-diagnostic" tool on Intel's page and it found the specs of my graphics card and only gave me the option for one set of drivers.  Any ideas on what might be causing this?

Thanks in advance

Okay, so to start with...I'm on an hp touchsmart running win 8.1 64 bit. intel hd 4000.

my display driver version is 10.18.10.3316, and the last update on the manufacturer's website was back in 2013. i've noticed plenty of graphics problems and I'm trying to update the drivers...

went here: Intel® Driver Update Utility for graphics drivers

newer driver "15.33.22.64.3621", link leads me to an 'oh no' type page saying that it's been moved/archived.

So I search on the download center and find this one: Intel® Download Center

says it's 15.33.22.64.3621 (Latest), but the installer says Win64_153322.exe.  that reads to me as version 15 sub version 3322. what?

Given the headache GETTING the files, I expected some progress, but there was none. (I had a friend download from intel's site and upload to a fileshare since I got stuck on the 'accept/decline' terms page. it wouldn't go through when I hit accept.)

I tried this, and the zip file. executables on win8.1 are a no-go, but the zip file...when using device manager, it says the drivers are already up to date.

They're clearly NOT up to date, being stuck on a version released november 2013.

even device manager confirms it:

Driver Provider: Intel Corporation

Driver Date: 10/3/2013

Driver Version: 10.18.10.3316

Digital Signer: Microsoft Windows Hardware Compatibility Publisher

Where can I get this '15.33.22.64.3621' version, for real, instead of this useless stuff?

also, why do I get stuck on a dead end when trying to use live chat? it pretends the site it links to doesn't exist.

I have a Lenovo G570 laptop. It has Windows 7 32-bit. I had to reinstall Windows because my computer crashed and by doing so, I lost all the drivers that were pre-installed on the laptop. I reinstalled most of them through the Lenovo website but when it comes to my graphics driver, all I get when I try to install is:

This computer does not meet the minimum requirements for installing the software.

Can anyone help me? I should have HD graphics. I only have 2 options for my screen resolution. I have gone into advanced settings and all it tells me is that I have a Standard VGA Graphics Adaptor, which isn't right.

Please someone give me help on trying to install the correct Intel Onboard Graphics Driver.

Hello, today I downloaded World of Warcraft to try it out and it gave me a message telling me to update my driver.. For the past 2 hours I've tried to find a driver but manage to find one. Then I went on the thing that finds it for you and I got this message:

I have no idea what to do? My computer specs are:

Inter(R) Core(TM) i3-3220 CPU @3.3GHz (4CPUs), ~3.3GHz

6144MB RAM

Windows 8-64-bit (6.2, Build 9200)

(If you need anything else then ill be happy to provide it)

Where can I find an update for my graphics card?

It does not happen with a Intel 3000 graphics with another of my laptop

Required drivers for Intel HD Graphics for windows 7 32 bit version.

Hardware ID:PCI\VEN_8086&DEV_0F31&SUBSYS_220F103C&REV_0E

Hi,

I was instructed by Intel member, Lois or lhill, to start a new discussion here about my issue with my Surface Pro. Original thread can be found here: https://communities.intel.com/message/249304#249304

Issue is that when I watch a movie using Netflix "Metro" app on my Surface Pro and I select DD5.1 audio track the playback framerate drops to 2 fps and no audio comes out. If I switch back to stereo playback, picture and audio work just fine again. This happens when my SP is connected to home theater system with HDMI cable. I have read that also other Surface Pro users are facing the same issue but no-one has a solution to this.

My Surface Pro has a 3rd Generation Intel Core Processors with Intel HD Graphics 4000. I just updated the driver to the newest 10.18.10.3910 which was supposed to fix the problem but it did not help at all.

Any ideas?

Hi,

I recently got a new laptop with Optimus graphics and for some reason I'm having odd scaling issues. My laptop is connected to a 16:9 HDTV that reports resolutions up to 1920x1200p 60Hz and my desktop is using 1080p60Hz with "Maintain Display Scaling" mode selected. However when running some games the display mode switches to "Maintain Aspect Ratio" so I end up getting a squished 1080p image displayed with black bars. The TV reports its using 1920x1200p.

This issue only seems to show when games are using 1080p60Hz, 59Hz or other resolutions are not affected by odd scaling. I came here as the issue seems to come from the Intel part of the system that does the display scaling, as the Nvidia Control Panel lacks scaling controls.

Thanks for your help,

-Rallymen007