Intel HD Graphics 520 - KB4022716 Black screen with flickering mouse cursor after unlocking/waking up screen turned off by Windows power options

[LHosc]

Hello,

I think this issue is related to a specific Windows update KB4022716 (for Windows 10 Creators Update 1703).

This Windows update (KB4022716) was supposed to fix an issue with NVIDIA drivers that stop working (Error 0x9f) when the system goes to sleep (https://support.microsoft.com/en-us/help/4022716/windows-10-update-kb4022716 https://support.microsoft.com/en-us/help/4022716)

I'm facing this problem with our HP laptops at work (HP EliteBook 850 G3 with Intel HD Graphics 520).

For us, the built-in display will go black with the mouse pointer flashing in the following situation:

Dual display in "Extend Desktop" mode (the external monitor is directly connected to the laptop through DisplayPort)

AND

The issue happens when resuming the screens that have been "turned of after xx minutes" by Windows (Windows power options).

It displays the black screen + blinking mouse cursor instead of the Windows login screen (on the main/laptop screen, nothing on the external screen).

The issue doesn't occur when using only 1 screen mode (either the main laptop screen or the external one).

It it as if both screen are out of sync, or something like that.

The only workarounds I've found so far:

EITHER pressing the key combination [Windows] + [Shift] + [Ctrl] + [B] (this restarts the graphics driver)

OR unplug and plug again the DisplayPort cable.

All the drivers and BIOS are up to date. The Intel HD Graphics 520 driver (21.20.16.4550) is provided (and maybe customized? according to Intel® Driver Update Utility) by HP (OEM Windows).

Only one of my colleagues doesn't meet this issue: I noticed his computer hasn't downloaded/installed this Windows update yet…

I've also read that some users reported the same issue with other laptop brands (Lenovo, Dell…) using the Intel HD Graphics 520 device.

https://answers.microsoft.com/en-us/windows/forum/windows_10-update/kb4022716-black-screen-with-flickering-cursor/40c7a033-cca2-4d04-8f89-0633b3fd5b30 KB4022716 black screen with flickering cursor after unlocking - Microsoft Community

https://forums.lenovo.com/t5/ThinkPad-T400-T500-and-newer-T/screen-off-on-issue-in-windows-10-after-update-KB4022716/td-p/3720603 screen off/on issue in windows 10 after update KB4022716 - Lenovo Community

Who is supposed to make a fix? Microsoft? Intel? HP?…

I hope this message/query will help…

[idata]

Hello lorcan1980,

Thank you for contacting the Intel community. Please bear in mind that On April 11, 2017, Microsoft began the https://blogs.windows.com/windowsexperience/2017/04/25/windows-10-creators-update-rollout-first-phase-update/ Windows®10 Creators Update rollout. Microsoft recommends—unless you're an advanced user who is prepared to work through some issues—that you wait until the Windows 10 Creators Update is automatically offered. You can participate in the Microsoft community for Windows Updates and follow Creators Update issues. You can try updating the graphics driver using the Intel® generic driver, you can download it here:https://downloadcenter.intel.com/download/26836/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88355 Intel® Graphics Driver for Windows* [15.45] Don't use the Intel® Driver Update Utility to update the driver, download it manually from the link I posted above. If you get an error installing this driver, uninstall the old driver first and disconnect the internet, this is to avoid Microsoft to send any driver update, once that is done, install the new driver manually. You can follow the steps how to manually install it here:https://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html Manually Install an Intel® Graphics Driver in Windows® 10 and Windows 8*/8.1* I hope this can help. Best regards, Ivan U.

[LHosc]

Thank you for your answer.

We haven't "forced" the installation of the Creators Update. It has been automatically downloaded and installed through the classic Windows Updates. It hasn't been downloaded/installed on all of our laptops yet.

After the "automatic" installation of the Creators Update, the KB4022716 update has been downloaded and applied on some of our laptops. This update seems to cause the issue mentionned earlier.

Best regards,

[idata]

Thank you for the information lorcan1980.

One question, if you use the Lenovo driver do you get the same problem? Ivan U.

[LHosc]

The Lenovo driver? Our laptops are HP devices.

We use the HP drivers.

[idata]

I'm sorry if I wasn't clear, what I mean is that if you get the same issue with the driver provided by Lenovo and the driver I posted above for you to manually install it?

Ivan U.

[PWojc1]

We have exactly the same problem with Fujitsu S904 notebooks and HD 5500 graphics after update to Win 10 1703. Bios updates, driver updates - nothing works.

So - the manufacturer is differrent - this must be an graphics driver issue ( driver reload with keyboard shortcut works).

[LHosc]

Hello Ivan,

Thank you for your answer.

I'm sorry if I wasn't clear, what I mean is that if you get the same issue with the driver provided by Lenovo and the driver I posted above for you to manually install it?

Don't you mean: … what I mean is that if you get the same issue with the driver provided by HP and the driver I posted above for you to manually install it?

Our laptops are HP, not Lenovo

[LHosc]

AESA_IT a écrit:

We have exactly the same problem with Fujitsu S904 notebooks and HD 5500 graphics after update to Win 10 1703. Bios updates, driver updates - nothing works.

So - the manufacturer is differrent - this must be an graphics driver issue ( driver reload with keyboard shortcut works).

Do you have the Windows update KB4022716 installed? If yes, can you uninstall it (only this update) and check if the problem persists?

[PWojc1]

After uninstall KB4022716 everything is back to normal. So, this is something between KB4022716 and Intel HD Graphics driver.

After reinstall KB4022716 this issue came back.

[LHosc]

You confirm what I reported: this Windows update is clearly the cause of the issue.

So If understand, whatever version of the driver we use, the problem remains the same? Do you use the latesdriver version provided by Intel or one provided by Fujitsu? Which version(s) of driver have you installed so far? (just to be sure).

You' re lucky you were able to uninstall the windows update: I wasn't able to remove it from all the laptops (giving Windows Updates Installer errors making this update impossible to be uninstalled).

The Windows update (KB4022716) was supposed to fix an issue with NVIDIA drivers that stop working (Error 0x9f) when the system goes to sleep (https://support.microsoft.com/en-us/help/4022716/windows-10-update-kb4022716 https://support.microsoft.com/en-us/help/4022716). Maybe it solved an issue with NVidia drivers, but it causes issues with other brands 😕

[PWojc1]

We are using now driver 20.19.15.4624 (latest), but older drivers also didn't work correctly.

[LHosc]

We are using now driver 20.19.15.4624 (latest), but older drivers also didn't work correctly.

Latest Intel Gfx Driver for HP is 21.20.16.4550 (installed), and the issue is still the same.

[idata]

Hello lorcan1980,

I'm sorry that I wrote Lenovo instead of HP, I just want to ask if you were able to install the driver I posted above which is the latest driver released by Intel and it is the driver version https://downloadcenter.intel.com/download/26836/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88355 15.45.19.4678. I see that you have the driver version 21.20.16.4550 but this is not the latest, would you mind trying the 4678 version to see what the result is. Best regards, Ivan U.

[idata]

Please also attach your system information for us to further investigate this issue.

You can use the Intel® SSU to provide your system information Intel SSU (System Support Utility) https://downloadcenter.intel.com/download/25293/Intel-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

Thank you, Ivan U.

[ASpit1]

Hi,

I have the same issue, I installed Intel® System Support Utility and generated the below file. Hope this helps.

https://www.dropbox.com/s/9a2k7j0k6m2li27/intelhd620_crerators_update_issue.txt?dl=0 Dropbox - intelhd620_crerators_update_issue.txt

[LHosc]

AESA_IT a écrit:

We are using now driver 20.19.15.4624 (latest), but older drivers also didn't work correctly.

Did you try with the latest generic driver provided by Intel?

You can download it here:

https://downloadcenter.intel.com/download/26836/Graphics-Intel-Graphics-Driver-for-Windows-15-45-%3Fproduct%3D88355 Intel® Graphics Driver for Windows* [15.45]

[ASpit1]

I am on the below driver but issue is still there.

Download it from here:

https://downloadcenter.intel.com/download/26836/Graphics-Intel-Graphics-Driver-for-Windows-15-45-%3Fproduct%3D88355 Intel® Graphics Driver for Windows* [15.45]

Installed driver is 21.20.16.4678

[MGjer]

I started seeing this issue a couple weeks ago as well. I did receive update KB4022716 through Windows Update. Uninstalling that update fixed the issue. Prior to uninstalling it, Windows Update showed everything as being up to date. After uninstalling it, Windows Update installed KB4022725 and not KB4022716. Everything is running fine for me, as of now.

[LHosc]

gopack13 a écrit:

I started seeing this issue a couple weeks ago as well. I did receive update KB4022716 through Windows Update. Uninstalling that update fixed the issue. Prior to uninstalling it, Windows Update showed everything as being up to date. After uninstalling it, Windows Update installed KB4022725 and not KB4022716. Everything is running fine for me, as of now.

I think Windows Update will propose the update KB4022716 to you again because this update (KB4022716 = cumulative non-security update) has nothing to do with the other update (KB4022725 cumulaive security update) and is more recent than KB4022725. So I'm almost totally sure that KB4022716 will be downloaded and installed again (if it's not replaced by another non-security cumulative update in the mean-time)

[MGjer]

lorcan1980 wrote:

I think Windows Update will propose the update KB4022716 to you again...

But I'm explicitly saying it won't, because it doesn't. When KB4022716 was installed, Windows Update offered no other updates when I checked. When KB4022716 was uninstalled, and I checked for updates, it installed KB4022725 and then showed everything was up to date when that was finished. Unless my IT department blocked it (not likely) it appears Microsoft pulled it (more likely). I'm not the only one seeing this either, as shown in the discussion below.

https://www.tenforums.com/windows-10-news/87702-cumulative-update-kb4022716-windows-10-v1703-build-15063-447-a-15.html Windows 10 Forums