10 Replies Latest reply on Aug 30, 2017 5:20 PM by Intel Corporation

    Intel(R) HD Graphics Family sudden black screen

    DC20

      I've been dealing with weird graphical behaviors after upgrading to Windows 10, listed below:

       

      • Green screen when a video is paused.
      • Playing Minecraft with 1fps
      • Whole laptop lags while watching / buffering a video

       

      I've also tried updating the driver from Device Manager, as well as Intel Update Utility, but they don't work.

       

      I've tried updating to Intel Graphics Driver 15.40.36.4703,thing went normal, but after a while, a black screen appeared for a few seconds, then back to normal. After that, everything reverted to what I mentioned above.

       

      I've also tried updating to Intel Graphics Driver 15.46.02.4729, but my laptop don't meet the minimum requirements.

       

      Here are my system information that you might need:

       

      ItemValue

      OS Name Microsoft

      Windows 10 Home
      Version10.0.15063 Build 15063
      System ModelAspire V7-582P
      System Typex64-based PC
      ProcessorIntel(R) Core(TM) i5-4200U CPU @ 1.60GHz, 2301 Mhz, 2 Core(s), 4 Logical Processor(s)

       

      Please help! I really need it to work desperately! Thank you!

        • 1. Re: Intel(R) HD Graphics Family sudden black screen
          Stefan3D

          DC20 schrieb:

           

          I've tried updating to Intel Graphics Driver 15.40.36.4703,thing went normal, but after a while, a black screen appeared for a few seconds, then back to normal. After that, everything reverted to what I mentioned above.

           

          I've also tried updating to Intel Graphics Driver 15.46.02.4729, but my laptop don't meet the minimum requirements.

           

          4703 is indeed the latest driver for your Haswell, 4729 is exclusively for Skylake and beyond.

           

          Try to roll back to build 4624: Download Intel® Graphics Driver for Windows* [15.40]

           

          Otherwise try the antiquated driver from  Acer Product support

          • 2. Re: Intel(R) HD Graphics Family sudden black screen
            DC20

            Thanks for the reply Stefan3D, I have tried both your solutions but they only worked for a few minutes, then the black screen appeared for a few seconds.

             

            My current driver version is 4624, should I update to the latest driver (4703)?

            • 3. Re: Intel(R) HD Graphics Family sudden black screen
              Stefan3D

              Since 4703 is a security fix, you should do so. Check out: Intel® Product Security Center

               

              Regarding black screen you could also check your energy settings, power plan etc.

              • 4. Re: Intel(R) HD Graphics Family sudden black screen
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello DC20,
                 
                I understand you are having several graphics issues after Windows 10* upgrade.
                 
                Let me apologize for any inconvenience this issue may be causing to you.
                 
                In order to help you better I would like to gather more information about the configuration you have in the computer.  Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility
                 
                To attach a file, you must click “Use Advanced Editor” on the upper right hand corner of the response box, then the “attach” option will appear on the bottom right hand corner of the response box.
                 
                Regards,
                Fred D.

                • 5. Re: Intel(R) HD Graphics Family sudden black screen
                  DC20

                  Here's the log Stefan3D

                  ----------------------------------

                   

                  # SSU Scan Information

                  Scan Info:

                  Version:"2.5.0.8"

                  Date:"08/26/2017"

                  Time:"00:00:38.7143248"

                   

                   

                  # Scanned Hardware

                  Computer:

                            - "Display"

                                 Intel ® Graphics Driver Version:"20.19.15.4703"

                                 - "Intel(R) HD Graphics Family"

                                      Adapter Compatibility:"Intel Corporation"

                                      Adapter DAC Type:"Internal"

                                      Adapter RAM:"1.00 GB"

                                      Availability:"Running or Full Power"

                                      Bits Per Pixel:"32"

                                      - "Caption":"Intel(R) HD Graphics Family"

                                           Link:"http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+Family"

                                      CoInstallers:"igfxCoIn_v4703.dll, CoDeviceInstall"

                                      Color Table Entries:"4294967296"

                                      Dedicated Video Memory:"Not Available"

                                      Driver:"igdkmd64.sys"

                                      Driver Date:"06/09/2017 08:00 AM"

                                      Driver Path:"C:\WINDOWS\system32\DRIVERS\igdkmd64.sys"

                                      Driver Provider:"Intel Corporation"

                                      Driver Version:"20.19.15.4703"

                                      INF:"oem48.inf"

                                      INF Section:"iHSWM_w10"

                                      Install Date:"Not Available"

                                      Installed Drivers:"igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll,igdumdim32,igd10iumd32,igd10iumd32,igd12umd32"

                                      Last Error Code:"Not Available"

                                      Last Error Code Description:"Not Available"

                                      Last Reset:"Not Available"

                                      Location:"PCI bus 0, device 2, function 0"

                                      Manufacturer:"Intel Corporation"

                                      Microsoft DirectX* Version:"11.X"

                                      Monochrome:"No"

                                      Number of Colors:"4294967296"

                                      Number of Video Pages:"Not Available"

                                      PNP Device ID:"PCI\VEN_8086&DEV_0A16&SUBSYS_079B1025&REV_09\3&11583659&0&10"

                                      Power Management Capabilities:"Not Available"

                                      Power Management Supported:"Not Available"

                                      Refresh Rate - Current:"60 Hz"

                                      Refresh Rate - Maximum:"60 Hz"

                                      Refresh Rate - Minimum:"60 Hz"

                                      Resolution:"1366 X 768"

                                      Scan Mode:"Noninterlaced"

                                      Service Name:"igfx"

                                      Status:"OK"

                                      Video Architecture:"VGA"

                                      Video Memory:"Unknown"

                                      Video Processor:"Intel(R) HD Graphics Family"

                  ...#SSU#...

                  • 6. Re: Intel(R) HD Graphics Family sudden black screen
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello DC20,
                     
                    Thanks for the information you sent to me.
                     
                    I would like you to try disabling Windows 10* Game Mode.  In order for you to access the setting click on Start -> Settings -> Gaming -> Game Mode.
                     
                    If issue persists I would like you to try uninstalling current graphics driver and then reinstalling it again.  Please try the graphics driver Acer* provides on their website.  You can download it from this link https://global-download.acer.com/GDFiles/Driver/VGA/VGA_Intel_10.18.15.4248_W10x64_A.zip?acerid=635735802814510590
                     
                    As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the driver I provided.
                     
                    Let me know if issue persists or not.
                     
                    Regards,
                    Fred D.

                    • 7. Re: Intel(R) HD Graphics Family sudden black screen
                      DC20

                      Thanks for the reply Stefan3D, I have tried your method and tried to reinstall again after uninstalling the previous driver. But upon installation, I came across this error message

                      error.PNG

                      What should I do? I cannot install the driver from the link that was provided.

                      • 8. Re: Intel(R) HD Graphics Family sudden black screen
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello DC20,
                         
                        I am sorry to hear you are still having issues with your computer.
                         
                        I would like you to try installing previous version of the graphics driver.  Please download the driver that is on this link https://downloadmirror.intel.com/26682/eng/win64_154034.4624.zip
                         
                        As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY
                         
                        Let me know if issue persists or not.
                         
                        Regards,
                        Fred D.

                        • 9. Re: Intel(R) HD Graphics Family sudden black screen
                          DC20

                          It's working fine now, thanks! Stefan3D

                          • 10. Re: Intel(R) HD Graphics Family sudden black screen
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello DC20,
                             
                            I am glad to hear issue has been fixed.  Do not hesitate to contact us back if you have any other inquiry.
                             
                            Regards,
                            Fred D.