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Intel HD Graphics 530 external monitor issue

idata
Employee
6,060 Views

Hi I just purchased a new laptop and am having issues playing movies through the Windows 10 - Movies & TV app on an external monitor. I can hear the audio but the video is just a black screen. I have tried 3 movies with all the same result but I can play the movie trailers with no problem. I have tried updating the 530 drivers, rolling back the driver and installing old drivers with no success. When I disable the 530 graphics and use the Nvidia GTX 1060 graphics card the movies will play normally (but the laptop display lights up in a distorted pattern). When I clone the display, the 530 will play the movie fine on the laptop display while still having a black screen on the external display. The monitor is an LG 29UM67P connected by a displayport cable (HDMI cable produces the same result). The specs of the laptop below.

CyberpowerPC Fangbook SX-6 SE

i7 6700HQ cpu

Intel HD Graphics 530 + Nvidia GTX 1060 6GB gpus

Windows 10 Home 64-bit

Intel HD 530 driver version 21.20.16.4534

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16 Replies
idata
Employee
3,319 Views

Hello Brandin_000,

 

Here you can find some troubleshooting that you can perform.

1. Test the behavior of the system without any drivers (Intel or NVIDIA)

 

2. Is this happening only with the Windows Movies app?

 

3. Is there any image on the second screen?

 

4*. Please install the latest driver from our website (15.45.12.4552)

*Please follow these steps to do so:

1. Remove both Intel and NVIDIA drivers from the device manager, then install Intel drivers by following the steps below and finally, install the NVIDIA drivers

 

2. Access the device manager and look for display adapters

 

3. Right click and uninstall the driver, make sure to select "Delete the driver software for this device"

 

4. Download the driver

 

5. Open this link: for Windows 10/8: http://intel.ly/1PdmvLd http://intel.ly/1PdmvLd or Windows 7*: http://intel.ly/25JPVYX http://intel.ly/25JPVYX

 

6. Disconnect the system from the internet and proceed with steps in the guide above (step# 4)

Graphics drivers (Intel): https://downloadcenter.intel.com/download/26464/Intel-Graphics-Beta-Driver-15-45-?product=88345 https://downloadcenter.intel.com/download/26464/Intel-Graphics-Beta-Driver-15-45-?product=88345

 

NVIDIA drivers: http://www.geforce.com/drivers/results/113444 http://www.geforce.com/drivers/results/113444

Please let me know how it goes.

 

Regards,

 

Esteban C
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idata
Employee
3,319 Views

Okay here are the results to your guide above (# 1-4):

1) I uninstalled and deleted both Intel and Nvidia drivers then re-installed the latest Intel drivers. I could not test the behavior on the external monitor because the Intel Graphics Control Panel and Windows display settings would not detect the external monitor. I tried displayport connection, HDMI connection and HDMI to DVI connection but still the external monitor would not be detected. I then re-installed the latest Nvidia drivers and tested the behavior and the results are the same where the movie screen is black with only audio playing.

2) Yes it seems to be only the Windows Movie & TV app. I have found though that I can play my own movies through the app with no problem, it is only the purchased movies I am having this problem with.

3) If you are referring to the laptop display as the 'second screen' then I have it disabled usually and only use the external monitor. When I enable it I can play the movie on the laptop display with no problems, just not the external monitor.

4) I have installed the latest drivers but the behavior is the same.

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idata
Employee
3,319 Views

Hello Brandin_000,

Just to clarify, are you getting any image displayed on the external monitor while having the Intel HD Graphics 530 enabled?

If it is only the paid movies, then it should be an issue with the app (it would be good to contact Microsoft about the issue).

Please try to reproduce different content on the external monitor with other video playback apps and let me know.

Regards,

 

Esteban C
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idata
Employee
3,319 Views

If Intel 530 is enabled and Nvidia is enabled the external monitor displays fine (except for Movies & TV app). If Intel 530 is enabled and Nvidia is disabled nothing will display on the external monitor because the Intel 530 does not detect the external monitor and only the laptop display will work. If Intel 530 is disabled and Nvidia is enabled the external monitor works fine including the Movies and TV app, except the laptop display will become distorted.

I have contacted microsoft on the issue but seeing as the movie will work when disabling the Intel 530 graphics it seems like it is a Intel 530 problem.

Other video content on the external monitor is unaffected. I can stream videos in Google Chrome and I can also play personal video files in VLC media player with no issues.

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idata
Employee
3,319 Views

Hello Brandin_000 ,

Thank you for the clarification!

You could be facing 2 issues, the Intel HD Graphics 530 is faulty or the laptop optimization between the dedicated graphics card (NVIDIA) and the integrated GPU (Intel) is not working properly.

I am saying this because none of them are working a 100% properly, we have tested drivers and different configurations which reflected the issues.

My recommendation would be contacting the laptop manufacturer to check warranty options.

Hope you can get this solved at the soonest

Regards,

 

Esteban C
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idata
Employee
3,319 Views

Thank you I will contact the manufacturer.

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idata
Employee
3,319 Views

Hello Brandin_000,

Thank you for letting us know, peer!

I hope you can get this handled properly at the soonest

In case you face any issues in the future, feel free to contact us back.

Regards,

 

Esteban C

 

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RonaldM_Intel
Moderator
3,319 Views

Hello Brandin_000,

Sorry for jumping in this thread all of a sudden.

Quick question... What happens if you try to play any of the 3 movies on the external monitor using a different application, other than "Movies & TV"?

Note: this is while having both Intel(R) HD 530 and Nvidia GTX 1060* enabled and with all drivers up to date.

From the description you kindly provided, to me this looks like an HDCP (High-bandwidth Digital Content Protection) issue all over the place. For a little bit more of information on HDCP you can check this link http://www.intel.com/content/www/us/en/support/graphics-drivers/000005485.html Frequently Asked Questions about HDMI Technology (DisplayPort is also HDCP compliant).

So, what to do then? I would suggest some additional tests:

1. Intel HDCP implementation works only for the primary display, so plese try configuring the External monitor as the primary display when trying to play the movies.

2. Check that you have the latest BIOS for your laptop (BIOS updates usually update the video BIOS, or vBIOS for short). This might fix HDCP issues causing by Hardware switching between video cards.

Let us know if this makes any difference.

Regards,

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idata
Employee
3,319 Views

Hi Ronald,

Due to the nature of the Movies & TV app I don't think it will allow you to play the purchased movies on other applications. I "downloaded" the movies, located the files, then tried to play them with VLC media player but they were distorted and inaudible. Other movies files worked fine on VLC.

Yes I noticed my Nvidia control panel sometimes would say that the monitor connection was not HDCP compliant that's why I tried other connection types (HDMI and Displayport). Even when the control panel confirmed HDCP compliance the problem still occurred.

As mentioned in previous replies it's probably a hardward issue since the Intel GPU doesn't recognize the external display at all thru the Intel Graphics Control Panel or the Windows Display Settings. Also the Nvidia GPU does not control the laptop display correctly either. Either way I've already sent the laptop back to the manufacturer for service as recommended.

Thanks.

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idata
Employee
3,319 Views

Hello Brandin_000 ,

Thank you for letting us know about the results you got.

I hope you can get that replacement at the soonest

Regards,

 

Esteban C
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idata
Employee
3,319 Views

Hello Brandin_000,

I just wanted to check if you were able to get the laptop replaced and how it went with the new one.

Regards,

 

Esteban C

 

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idata
Employee
3,319 Views

Hello Brandin_000,

Hope you got the unit replaced and it is working fine!

Please us know if you require any further support.

Regards,

 

Esteban C
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idata
Employee
3,319 Views

Still waiting on the manufacturer to finish repairs.

Thank you for your follow up.

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idata
Employee
3,319 Views

I understand, thank you for the quick answer!

 

 

Hope this goes well.

 

 

Regards,

 

Esteban C
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idata
Employee
3,319 Views

Hello,

Just a final update. The manufacturer (supposedly) replaced the motherboard on the laptop and re-installed the OS and shipped it back to me. Despite their insistence that they tested the unit and it was working fine, I confirmed that the same problem(s) still remained. IF the company did indeed have the motherboard replaced (which I question considering the result of their 'testing') then I guess there must be some kind of manufacturers defect. I have since shipped the laptop back to the company requesting a refund.

On a separate note for anyone considering purchasing from this company, CYBERPOWERPC, I would highly recommend against it. Failed hardware aside, my experience with their technical support and repair departments were horrendous. It took over 5 weeks for them to 'repair' my unit and ship it back to me with no explanation of what they did to it. Then when I discovered it was still broken I waited 30-45 min on hold only to end up talking to a technician who insisted one of the problems was that the intel GPU 'was not powerful enough' to run the Windows Movie and TV app which is why there was no video being displayed. After raising my voice (he kept trying to talk over me) and explaining the problem in more detail (same as above posts) all he could offer me was another RMA to attempt to 'fix' it again. I declined and agreed to return it. He was completely discourtesy, unprofessional and unapologetic ending the phone call with 'ok' and silence, no 'thanks for calling cyberpowerpc' or 'have a nice day'. So basically I wasted 3 months and am out $100+ now with no laptop. I've learned my lesson that it's better to pay a little extra and buy from a proven name-brand company than suffer the headaches of a bargain company.

All that aside, thank you very much Intel support for your assistance. It is much appreciated.

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idata
Employee
3,319 Views

Hello Brandin_000,

 

Thank you very much for the answer provided.

I am sorry to hear the issue remained after getting the laptop repaired.

It has been a pleasure to assist you and I hope you get a system in the future that fits your needs.

Feel free to reach us back if further issues come.

 

Regards,

 

Esteban C
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