4 Replies Latest reply on Feb 13, 2018 10:13 AM by Intel Corporation

    Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation

    andreiztm

      Hi Intel team,

       

      Please help with this issue:

       

      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

      New Windows 10 1709 OS with latest CU (10.0.16299.214) no matter what driver I have installed until now, the screen will remain black after the Windows logo disappears during the boot.

      Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")

      Always (100%): X

      Often (51-99%):

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      Lenovo Ideapad 100-15IBD, specifically:

      https://pcsupport.lenovo.com/ro/en/products/laptops-and-netbooks/100-series/100-15ibd/80qq/80qq00r1ri/pf0i53ye/downloads

      Hybrid or switchable graphics system?
      ie Does it have AMD or NV graphics too?

      Just IGPU.

      Make and model of any Displays that are used to see the issue (see note2 below).
      LFP
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      LFP, I use only the laptop panel.

      How much memory [RAM] in the system (see note2 below).

      4GB

      Provide any other hardware needed to replicate the issue.
      ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

      Nothing else involved, the setup is as vanilla as possible.

      Hardware Stepping (see note1 below).

      PCI\VEN_8086&DEV_1616&SUBSYS_382A17AA&REV_09

      Software (SW)

      Operating System version (see note2 below).

      10.0.16299.214

      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

      N/A

      SW or Apps version used to replicate the issue.

      N/A

      Configurations

      Single display, clone, or extended (see note2 below).

      Single laptop display

      Display resolution & refresh rate setting of each display (see note2 below).

      64 hertz 1366x768

      AC or DC mode, i.e. is power cable plugged in or not?

      Both

      How to repro

      Please provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
      A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

      1. Install a fresh copy of Windows 10 1709
      2. Allow Automatic Updates to update the driver or download & install the latest iGPU driver.
      3. During the installation the screen goes black and stays like this.
      4. I learned my lesson after multiple OS reinstalls and created a system restore point, this is the only way other than reinstalling the OS to remediate the problem.

      Will create a video of the issue and add it to the post later.

      Video of the repro:

      https://youtu.be/T6TJVuqRaDY

      ...

       

       

       

      As soon as the IGPU driver would get installed, the screen goes black. In order to prevent the automatic installation we can set the following 2 keys:

       

      Policy Specify search order for device driver source locations

      ValueName: searchorderconfig

      item: decimal: 0 => Do not search Windows Update

      http://gpsearch.azurewebsites.net/#183

       

      Policy Do not include drivers with Windows Updates

      ValueName: ExcludeWUDriversInQualityUpdate

      Enabled Value:
      decimal: 1

      http://gpsearch.azurewebsites.net/#13437

       

      In case it could not block it timely, we can use the following method to get the machine to boot:

       

      1. Boot the machine offline with a USB key or recovery environment
      2. Load the system hive from “The C drive (might have another drive letter:\Windows\System32\config”
      3. Export & delete the service that loads the IGPU driver:

       

      Computer\HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\igfx

      HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\igfxCUIService2.0.0.0

       

      This will get your machine back to using the basic graphic driver and you can apply the keys to block drivers.

        • 1. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
          Sparx

          Hi,

           

          I have exactly the same issue.  Just black screened on my Daughter. (Presume had done an update).

           

          • Restored Laptop using Lenovo software and goes to about 53% and errors
          • Restored using Windows 10 Home DVD and install (Both versions of Win 10, and same issues below occur with both versions)
            • Install windows updates, (Black screen, wont boot back up requires system restore)
            • Restore - Turn off Windows update service, install Lenovo specific Video driver, (Black screen, wont boot back up requires system restore)
            • Restore - Turn off Windows update service, download & install Intel specific Video driver , (Black screen, wont boot back up requires system restore)
            • Restore - Turn off Windows update service, download install Intel update tool, install recommended driver, (Black screen, wont boot back up requires system resto

           

          • Now have to leave Windows Updates off as you cant choose which updates you can install form Microsoft

           

           

          Tech info

          Laptop:       IdeaPad 100-15IBD
          RAM:          8GB

          OS:            Windows 10 Home  (1607) (x64)

          OS:            Windows 10 Home  (1703) (x64)

           

          Error:         igdkmd64.sys (See screen shot below)

          Error.jpg

          • 2. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello  andreiztm  and  Sparx 

            Thank you for joining the community

            We are going to investigate the case

            Please let me know if you have the same problem installing other OS version besides Windows® 10?

            Sparx  cloud you please attach fill up the information on the following link

            https://communities.intel.com/thread/77761

            Regards,
            Leonardo C.
             

            • 3. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
              Sparx

              Category

              Questions

              Answers (N/A if not applicable)

              Description

              Provide a detailed description of the issue

              Any drivers apart from the Basic windows driver causes the PC to Black Screen and reboot in to recovery mode. The only way then is to use system recovery to get it to work as a basic system. It doesn't matter if you use Windows update, Intel Update or try and install the driver from Intel site, the PC just crashes.  I get the error igdkm64.sys error (see attached screen shot)

              Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")

              Always (100%): X

              Often (51-99%):

              Sporadic (20-50%):

              Very Sporadic (<20%):

              Hardware (HW)

              Brand and Model of the system.

              Lenovo Ideapad 100-15IBD

              Hybrid or switchable graphics system?
              ie Does it have AMD or NV graphics too?

               

              Make and model of any Displays that are used to see the issue (see note2 below).
              LFP
              = Local Flat Panel (Laptop panel)
              EFP = External Flat Panel (Monitor you plug in)

              LFP

              How much memory [RAM] in the system (see note2 below).

              8 GB

              Provide any other hardware needed to replicate the issue.
              ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

              Nothing Else

              Hardware Stepping (see note1 below).

              Software (SW)

              Operating System version (see note2 below).

              Windows 10 Home (x64)
              Build 16299

              VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

              Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

              N/A

              SW or Apps version used to replicate the issue.

              N/A

              Configurations

              Single display, clone, or extended (see note2 below).

              Single Display (Laptop)

              Display resolution & refresh rate setting of each display (see note2 below).

              Refresh Rate = 64 Hertz
              Res :- 1366 x 768

              AC or DC mode, i.e. is power cable plugged in or not?

              Either

              How to repro

              Please provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
              A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

              1. 1. Install a fresh copy of Windows 10 Ver 1709 & 1703

              2. 2. Allow Automatic Updates to update the driver. Then during the installation the screen goes black. Automatic updates has had to be disabled for the PC to be able to be used.
              3. 4. OR Intel driver update software program. . Then during the installation the screen goes blue igdkm64.sys error

               

              1. 5. OR direct upgrade using Intel driver. Then during the installation the screen goes blue Error igdkm64.sys error

              Graphics Adaptor Details.PNGHardware Stepping.JPGVideo Bios.JPGError Screen Shot.JPG

              • 4. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello andreiztm and Sparx 

                Thank you, both for your response and the information provided,

                We are going to investigate the case and post back on the thread as soon as news become available   

                Regards,        
                Leonardo C.