4 Replies Latest reply on May 13, 2016 6:00 PM by Intel Corporation

    2 external monitors, display driver crashes after Windows turns off displays, then tries to turn them back on

    link626

      Windows 10 power settings shuts off all computer screens after x minutes.

       

      specs:

      Asus G501vw notebook

      i7 6700hq, HD530, optimus gtx960m,

      AOC U2879G6 4k monitor connected to thunderbolt 3 usb-c hdmi 2.0 adapter

      Asus Vh238 1080p monitor connected to hdmi 1.4 port

      Latest non-beta intel graphics driver.

       

      Total 3 screens with extended desktop.

       

      After the screens are shut off by Windows power management, I press a key to wake up the laptop and external monitor screens.

       

      I get the intel graphics crash/recovered error message, and a lot of screen blinking as it is trying to find the 4k monitor and restore the triple monitor configuration.

       

      Half the time, it fails to connect to the 4k monitor, as if it can't wake it up. Then it reverts to a 2 screen configuration.

      half the time, the other 2 screens (notebook + 1080p) monitor just blink and blink until finally the 4k monitor turns back on  and the triple monitor setup is restored.

      And even if the 4k monitor manages to wake up, Intel drivers still flash all 3 screens for a bit longer like it's having a seizure.

       

      Intel graphics driver seems to have a hard time handling triple displays.

       

      It's like it can't do a proper handshake with the external monitors.

       

       

       

      Similar thing happens in when laptop + 1080p monitor + 4k samsung tv.

      Upon waking the screens up, it will momentarily restore the normal triple monitor configuration, and then after 3 seconds, it will drop the 4k TV and go to dual monitor configuration.

      I have to manually select the triple monitor profile again to restore the original triple configuration I had.

       

       

      TL;DR...

      Intel graphics drivers are unable to keep my monitor configuration after screens go to sleep.

      Must manually restore profile.

        • 1. Re: 2 external monitors, display driver crashes after Windows turns off displays, then tries to turn them back on
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hi Link626,

          Could you please fill out the information asked in this site, and attach the information?
          https://communities.intel.com/thread/77761

          Regards,
          Hellen.
           

          • 2. Re: 2 external monitors, display driver crashes after Windows turns off displays, then tries to turn them back on
            link626

            Category

            Questions

            Answers (N/A if not applicable)

            Description

            Provide a detailed description of the issue

            Asus G501vw notebook

            i7 6700hq, HD530, optimus gtx960m, thunderbolt 3.

             

            AOC U2879G6 4k monitor connected to Dell usb-c hdmi 2.0 adapter

            Asus Vh238 1080p monitor connected to hdmi 1.4 port

            Latest beta intel graphics driver.

             

            Total 3 screens with extended desktop.

             

            After the screens are put to sleep by Windows power management, I press a key to wake up the laptop and external monitor screens.

             

            I get the intel graphics crash/recovered error message, and a lot of screen blinking as it is trying to find the 4k monitor and restore the triple monitor configuration.

             

            Does it fail every single time, or only sometimes?
            If you can offer a % rate please do.

            sometimes.

            Hardware (HW)

            Brand and Model of the system.

            asus g501vw

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

            nv optimus

            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=  SAMSUNG      156HL01-104

            EFP1= AOC U2879G6

            EFP2= Asus VH238h

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

            8gb

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

            Dell usb-c to hdmi 2.0 adapter. Model #47kd7

            Manufacturer Part# : 0M5WX

            Dell Part# : 470-ABMZ

             

            18gbps hdmi cables

            Hardware Stepping (see note1 below).

            see attached

            Software (SW)

            Operating System version (see note2 below).

            win10 home x64

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

            don't see this info anywhere for intel 530.

            nvidia Video BIOS Version:  82.07.94.00.0a

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

            see attached

            SW or Apps version used to replicate the issue.

            just windows 10

            Configurations

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

            extended across 3 screens or cloned. same result

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

            asus vh238 1920x1080 60hz

            laptop 1080p 60hz

            aoc u2879g6 3840x2160 60hz

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

            power cable plugged in all devices

            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. windows power options set to turn off display in X minutes. Allow all displays to turn off. External monitors should go into standby and show "no hdmi connection" message.
            2. Wait a few minutes, and press any random key to wake up monitors and screens.
            3. all screens will start blinking and flashing on and off until MAYBE the extended desktop is restored. Sometimes the 3rd screen will be dropped and revert to dual screen configuration. This is also when driver crash/recover message appears.


            ...

             

             

            FIRST DRAFT.

            WILL TRY TO REPLICATE A FEW MORE TIMES AND UPDATE THIS POST.

            • 3. Re: 2 external monitors, display driver crashes after Windows turns off displays, then tries to turn them back on
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hi Link626,

              Thanks for the information; we are working on this issue as soon as the new driver is released I will let you know.

              Regards,
              Hellen.
               

              • 4. Re: 2 external monitors, display driver crashes after Windows turns off displays, then tries to turn them back on
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hi Link626,

                I apologize for the time you have to wait with no answer; in the following link you will find the latest Intel Graphics Diver Version.
                https://downloadcenter.intel.com/download/25948/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88967

                Please let me know if it helps you.

                Regards,
                Hellen.