7 Replies Latest reply on Apr 19, 2017 2:41 PM by Intel Corporation

    Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up

    averix

      I have the exact same problem as here:

      Monitor LG27UD58 connected on Display Port at Intel HD 530 does not wake, or start normally

      Also similar threads:

      Screen will not wake up after sleep/suspend

      NUC5i7RYH Displays not correctly resuming from sleep

      None of which are properly resolved.

       

      The issue is that my brand new 4K monitor LG 27UD88, connected to my brand new Dell XPS 15 9560 (2017 version) via USB-C (DisplayPort 1.2 on Intel HD 630), frequently (not always) does not wake up from sleep normally , it just keeps flashing "No signal,". If I press the monitor power button it'll wake up and show the signal. It is like if the graphics card is not sending the proper wake up signal.

       

      Graphics drivers installed are: 21.20.16.4590. The older version on Dell's website notoriously causes freezings in Chrome, but it seemed the frequency of the issue (which was still present) was lower...
      BIOS and nVidia versions are the latest available.

       

      Can you please provide a solution?

        • 1. Re: Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello averix,
           
          Thank you for contacting the Intel community.
           
          Just checking – did you try the latest Beta driver? If not, you can download it here:
          Intel® Graphics Driver Beta [15.45]
           
          I suggest to uninstalled the old driver and to manually install the beta driver, please check Manually Install an Intel® Graphics Driver in Windows® 10 and Windows 8*/8.1*
           
          I have seen this issue before and I’m not saying that the issue is related to the TV but that is a possibility.
           
          I checked your TV manual and they recommend using a DisplayPort certify by LG, you can check this information at the following link:
          http://www.lg.com/us/support-product/lg-27UD88-W
          Page 16
          You can also check the USB-c connection.
           
          In addition, make sure you have the drivers install for you TV, you should be able to download them here:
          http://www.lg.com/us/support-product/lg-27UD88-W
          At that link there is a driver required for Windows® 10 if you are using this operating system.
           
          NOTE: These links are being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.
           
           
          I understand that you may have tried this information already but I just want to make sure.
           
           
          Please let me know.
           
          Best regards,
           
           
          Ivan.
           

          • 2. Re: Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up
            averix

            Hi Ivan,

             

            Thanks for the fast response. I did install these drivers but they were not digitally signed and Windows did not enable them as a result. Are you aware of improvements in these beta drivers related to the problem I am seeing?
            Definitely not related to the monitor (it is not a TV), as I did some more testing and actually noticed two different behaviors depending on the Intel driver version, which wouldn't be consistent with an issue on the monitor's side:
            - With the version currently supplied by Dell (which has Chrome stuttering issue as described here: Chrome freezing on XPS 15 9560 : Dell), occasionally (not always) the external monitor will not wake up from energy saving mode, but pressing the power button is enough to show the signal again.
            - With the 21.20.16.4590 version, the external monitor never wakes up from energy saving mode, and pressing the power button is not enough to show the signal, I have to redo WINDOWS + P to extend the Desktop.

            I am using the USB-C cable supplied with the monitor specifically for this purpose, so no issue on this end (and if the cable was faulty, it wouldn't explain the difference in behavior above). I installed the driver for the monitor but it makes no difference (even LG says they are not necessary as the monitor is plug and play in all cases).

             

            So, I am pretty sure this is a bug in the current Intel drivers. I hope the beta fixes that, but nothing seems to indicate it. Isn't there a log file where we can diagnose what is going on exactly (so that your engineers can fix it)? Happy to give you remote access to the machine.

             

            Thanks

            • 3. Re: Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up
              averix

              I just retried installing the beta version, the driver is installed but is not loaded. I see the following error message (Code 52):

               

              The driver loads if I reboot and disable signature, but then if I reboot it causes the above error again .

              • 4. Re: Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                When you install the Beta driver this is normal behavior because this is driver that still is not signed by Microsoft that’s why the name Beta.
                 
                At This point, I suggest you to wait for the official release, I don’t have an estimated time when the driver will be released but hopefully it will be soon, meanwhile I will appreciate if you could fill out the information at the following link to investigate the issue.
                https://communities.intel.com/thread/77761
                 
                Please don’t forget to attach the system information with the latest graphics driver installed:
                Intel SSU (System Support Utility) (https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility): 
                Download Intel® System Support Utility

                1. Download the utility
                2. Run the exe and select ‘Scan’
                3. Save and include as an attachment in the Intel Community Forum
                 
                Please attach the report for Intel® Graphics Drivers follow the steps here:
                http://www.intel.com/content/www/us/en/support/graphics-drivers/000005848.html
                 
                DxDiag Instructions:
                1. Click on the “Start Menu” -> Type “DxDiag” -> Press “Enter” -> Wait for the DirectX Diagnostic Tool to finish loading
                2. In the DirectX Diagnostic Tool, click “Save All Information” -> Save the file DxDiag.txt
                3. Include DxDiag.txt as an attachment in the Intel Community Forum
                 
                DispDiag Instructions:
                1. Click on the “Start Menu” -> Type “cmd” -> Then a command shell window will open
                2. In the command shell, type “dispdiag –out %homepath%\Desktop\DispDiag-Intel-Issue.dat” -> The command shell will output something similar to “Dump File: C:\Users\[username]\DispDiag-########-######-#####-#####.dat”
                3. Locate the .dat file on your desktop and include DispDiag-Intel-Issue.dat in the Intel Community Forum
                 
                Regards,
                 
                Ivan.
                • 5. Re: Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello averix,
                   
                   
                  I have sent you a private message.
                   
                   
                  Regards,
                   
                   
                  Ivan.
                   
                   

                  • 6. Re: Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up
                    averix

                    Hi ivanu_intel,


                    I was able to find how to consistently replicate the issue. I used a fresh install of Windows 10 to make sure no other software could be causing the issue. The issue happened both with the drivers downloaded automatically by Windows (21.20.16.4574) and the latest version available on your website.
                    To replicate:
                    1. Turn on the computer and the external monitor. In Windows, extend the desktop over the 2 monitors (I didn't try to see if the issue happened with mirroring too).
                    2. Once in Windows, turn off the external monitor (press power button). The laptop detects that the external monitor is turned off and moves all windows to the laptop screen (expectedly).
                    3. Turn the external monitor back on (press power button). The desktop shows up on it as expected.
                    4. Wait for monitors to be turned off by Windows (after 10mn with the default balanced power management mode), or use a utility to immediately trigger a screen turn off (e.g. http://www.thewindowsclub.com/screenoff-turn-off-...).
                    5. Once the external monitor has entered power saving mode, move the mouse to reactivate both screens. The laptop screen turns back on, but the external monitor remains in power saving mode.

                    To "fix" the issue consistently, unplug and replug the USB-C cable. Windows will then properly show the desktop on the external monitor. Then waiting for the screens to enter power saving mode, and moving the mouse to turn them back on will work as expected (both monitors turn back on and show the desktop). Turning the external monitor off again by pressing the power button, and back on, will cause the issue as described above.
                    I also just launched a Live USB key with Ubuntu 16.04.2 LTS (so the drivers were those by default), and was able to replicate the issue in the exact same way.

                    My tentative interpretation is that the external monitor sends a signal to the laptop that it is being turned off, or at least Windows detect that it is off (it is aware of the change and moves windows back to the laptop monitor). But when turning the monitor back on, even though Windows will properly show the desktop on it, if it ever enters the power saving mode afterwards, Windows won't be able to "reactivate" the external monitor (like if it believed it is off due to the previous physical turning off, and not just in power saving mode).

                    It really looks like a driver issue as it is consistent and the trigger is very narrow. If needed to get it fixed and you don't have the same hardware, could an engineer remotely access my laptop to extract low level logs to understand what actually happens?

                    An LG technician came and the monitor worked perfectly with his LG Gram laptop (over USB-C), so it would be extremely unlikely to be a monitor issue.

                    Thanks

                     

                    • 7. Re: Monitor LG 27UD88 connected on Display Port at Intel HD 630 does not wake up
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello averix,
                       
                       
                      I have been trying to replicate this issue but I haven’t been to do it, I tried with different systems, with the Intel® NUC Kit NUC6i7KYK and ASUS monitors but I did not see anything weird, I was not able to do it with the specific system you have because we don’t have every component from all our partners. I used the driver version 15.45.16.4627 to do this lab.
                       
                      At his point, I strongly recommend contacting your system manufacturer in order for them to replicate this issue, if they validate the issue, they will report it to us to fix the problem.
                       
                       
                      Regards,
                       
                       
                      Ivan.