4 Replies Latest reply on Jul 16, 2016 8:50 AM by Intel Corporation

    Screen with black stripe and wrong resolution - Windows 10 - HP G62 PC



      Attached the requested files for troubleshooting.


      Thank you for your help!




      Answers (N/A if not applicable)


      Provide a detailed description of the issue

      When restarting or waking up the PC from Sleep or inactivity, the display changes resolution from 1366x768 60Hz(native) to 1280x800 58Hz and shows vertical black stripe on the left of the screen. I cannot change the resolution back to the native one(there are no higher resolutions available).


      Sometimes when the screen attempts to turn on, what happens instead is that there is flickering, a black screen, and the screen turns on with windows displaying a notification that the "display driver stopped responding and has recovered".


      Reinstalling the recommended driver (the Intel(R) HD Graphics provided by Windows 10) in Safe mode sometimes fixes the problem temporarily, but it will eventually come back.


      Intel Driver Update Utility provides an update to the INF. files but the installation of the update fails. You can find the logs of the utility on the link provided.

      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")

      The problem occurs often with daily and normal use of the PC, by turning it on, restarting, putting it to sleep, etc...

      Hardware (HW)

      Brand and Model of the system.

      HP G62-454EP - http://support.hp.com/us-en/product/HP-G62-400-Notebook-PC-series/4346237/model/5081210/

      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).
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      LFP - see files provided

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


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

      See files provided

      Hardware Stepping (see note1 below).





      Software (SW)

      Operating System version (see note2 below).

      Microsoft Windows 10 Home

      Version 10.0.10586 Build 10586

      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).

      SW or Apps version used to replicate the issue.



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

      Single display

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

      1366x768 60HZ

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

      Always plugged in (the battery no longer works)

      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.

      Problem cannot be replicated at will. It happens 'randomly' when I restart, turn on the Pc, wake it up from sleep...