9 Replies Latest reply on Nov 15, 2017 10:14 AM by Intel Corporation

    Occasionally screen freeze after updated to the driver version 15.47.02.4815

    hamato

      I was having random screen freeze issue after updating intel graphic driver to latest version, 15.47.02.4815. Not a permanent freeze but would randomly freeze for 2-5 seconds which sometimes can be annoying. I have downgraded to an older version 15.46.05.4771 which works perfectly fine and instantly solved all the random screen freeze issue which came to a conclusion that I suspect there was some problem with the latest driver. I have tried to reinstall and clean reinstall the latest driver which still has the same problem.

       

      Description

      Provide a detailed description of the issue

      Random screen freeze

      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")

      Always (100%):

      Often (51-99%):

      Sporadic (20-50%): X

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      Lenovo Y520-15IKBN

      Hybrid or switchable graphics system?
      ie Does it have AMD or NV graphics too?

      Switchable graphic System(Nvidia Optimus)

      NVidia GTX 1050 (notebook)
      Intel HD graphic 630

      Make and model of any Displays that are used to see the issue (see note2 below).
      LFP
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      EFP, BenQ GW2270H

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

      16GB  DDR4 2400MHZ (8GBx2 config)

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

      External display connected using HDMI 2.0

      Hardware Stepping (see note1 below).

      hardware ids.jpg

      Software (SW)

      Operating System version (see note2 below).

      Microsoft Windows 10 Home Single Language(Build 15063.674 version 1703)

      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

      9.0.1056

      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

      Intel hd graphic 630 21.20.16.4664

      Nvidia GTX 1050 (notebook) 23.21.13.8792

      SW or Apps version used to replicate the issue.

       

      Configurations

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

      Second Screen only

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

      1920x1080 60hz

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

      AC mode, plugged in

      How to repro

      Please provide steps to replicate the issue.  Thesesteps 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.

      ...

        • 1. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello hamato

           


          Thank you for contacting the Intel Communities. I understand you would like to get the system working as it was before with the latest graphics driver.

           

          We can certainly check on this matter and look for a possible solution or reasoning of why this is happening.

           

          The data provided was really helpful and it is much appreciated you took the time to collect it!

           


          Some other questions I would like to ask about this scenario:

          • When is the problem happening? Is it while using a program?
          • Does it happen while the system is idling? (just showing the desktop, no programs opened)
          • Do you have any sort of adapter or docking station included in this configuration?
          • Have you tried to do a factory reset on the monitor?

           

          Something that can be done as troubleshooting:

          • Remove the monitor's driver
          • Access the device manager
          • Look for "Monitors"
          • Right-click and select uninstall
          • Reboot the system and test it again with 4815

           

           

          Thanks,
          Esteban C

          • 2. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
            hamato

            Hi, Esteban

             

            it happens randomly, for an example when watching youtube with opera and chrome browser, the video would freeze for 2-3 seconds where i'm sure it is not internet connection problem as some thing happened too when i was watching offline videos using VLC video player.
            I have wallpaper engine installed, when idling on desktop it would freeze sometimes(not very often) and forced close wallpaper engine, there is some sort of error message pop-up from wallpaper engine but unfortunately i can't recall what exactly it is, using older driver (22.20.16.4771) dont have this kind of error at all.

            I'm using HDMI cable to connect my external display, without any docking station and adapter.

            Gaming with 4815 driver don't have any problem at all as far as i can remember, even on lighter game that is running with intel graphic instead of using dedicated graphic card.

            I always do clean install when i'm installing new display driver by removing older driver and before installing new driver.

            also I'm actually not very sure whether this problem persist only when using external monitor or is it the same if i use laptop screen only instead, i would try back 4815 driver when i got some spare time and see what i can get.

             

             

            Best regard

            • 3. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Thank you very much for the data provided, hamato

              About the future tests with the displays, please keep us updated.

              Also, were you able to do the troubleshooting steps noted here?

              Something that can be done as troubleshooting:

              • Remove the monitor's driver
              • Access the device manager
              • Look for "Monitors"
              • Right-click and select uninstall
              • Reboot the system and test it again with 4815

               

              (Please check the screenshot attached)

              Uninstall monitor driver.JPG


              Thanks,
              Esteban C

              • 4. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello hamato

                 


                This is to do a follow up on your case and find out if you were able to proceed with my latest recommendations and they went.

                 


                Thanks,
                Esteban C

                • 5. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
                  hamato

                  Hi Esteban, my apology for the late reply, was getting my work done without any interruption.

                  unfortunately the after uninstalling monitor driver from device driver and using back 4815 driver as you suggested doesn't work. The problem still persist, sometimes getting more serious as when i maximize several basic programs(from minimize), the windows animation would get stuck and black screen for 1-2 seconds before recover.
                  I can confirm that the same problem also happened when i use internal monitor of my laptop only, both external and internal monitor has the same issue.
                  I have wallpaper engine which would crash after a certain of time and this time around i have the screenshot of the error message. Wallpaper engine never encountered any issue with any older driver when using it.

                   

                  I also attached new dispdiag, SSU log and dxdiag files which hopefully can be helpful.

                  • 6. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Thank you for reporting back, hamato

                     

                    I will be further investigating this matter and get back you as soon as possible.

                     


                    Thanks,
                    Esteban C

                    • 7. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello hamato

                       


                      I would like you to test the system with the latest graphics driver available from this link https://downloadcenter.intel.com/download/27266

                       

                      In case you face troubles installing the driver, please download the .zip version of the driver and use these installation steps:

                       

                      1. Extract the .zip file downloaded (to an empty folder)

                      2. Access the device manager and look for display adapters (double click on it, you should be able to see an Intel(R) HD Graphics adapter or Microsoft Basic Display Adapter")

                      3. Right click and select update driver for Intel HD Graphics

                      4. Select "Browse my computer for driver software"

                      5. Select "Let me pick from a list of device drivers on my computer"

                      6. Click on "Have Disk" and find the extracted folder of the driver downloaded

                      7. Go to "Graphics" folder within driver folder and select the **igdlh64.inf** file and hit open then ok

                      8. Select Intel HD Graphics XXX under "model" and hit next

                       

                      If the problem is still present after that, please provide the DispDiag.dat and DxDiag.txt files while having it installed.

                       

                      Sorry for the delayed answer.

                       


                      Regards,
                      Esteban C

                      • 8. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
                        hamato

                        Hi Esteban, the new driver is excellent, solved all the issue.
                        Big thanks to intel team.

                         

                        best regard.

                        • 9. Re: Occasionally screen freeze after updated to the driver version 15.47.02.4815
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello hamato

                           


                          I am glad to hear the system worked with the graphics driver 15.60.0.4849

                           

                          Thank you for reporting back and I hope you have a nice week!

                           


                          Regards,
                          Esteban C