13 Replies Latest reply on Nov 16, 2017 1:02 PM by Intel Corporation

    Monitor goes Black

    Peabianjay

      Using

      Intel HD Graphics (No number shown in Adapter properties)

      Windows 10

      Television as monitor

       

      Problems

       

      When I switch the television input from computer to satellite and back....

       

      1) windows on screen are (sometimes) relocated. Very irritating, but I can live with this. (Seems to be related to windows that are partially off screen are relocated to be fully on screen.)

      2) no input detected at all, monitor remains black but keyboard & mouse functional (I can make it "bing"!). Only "fix" is to unplug my computer.

        • 1. Re: Monitor goes Black
          Al Hill

          What is the complete model number of your processor?

           

          Doc

          • 2. Re: Monitor goes Black
            Peabianjay

            N3700

             

            Note also, it hasn't & doesn't always do this.

             

            Problem #1 (the relocation bit) started with new system (and windows 10) and I can mostly avoid it by ensuring all my windows are onscreen.

             

            Problem #2 (black out) didn't happen initially, but started a while ago (2 years?) magically went away, and just recently started again. I haven't made any changes to my system....at least, I haven't. Auto updates can't be avoided.

            • 3. Re: Monitor goes Black
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Peabianjay,

              Thank you for contacting Intel® technical support.  I will be more than happy to help you.

              I understand that you are having issues with an Intel® Pentium® N3700 processor and a television that goes black.

              To better assist you with your request, please let me know what type of connection you are using, and if you are using splitters, docks, or any kind of adapters.  I will also need to check some information about your computer.  Please follow these steps:

              1. In the keyboard, press WinLogo key + R.
              2. In the Run box please type dxdiag and hit Enter.
              3. Click on Save All Information (save it in your desktop).
              4. Attach the file to this thread so I can take a look.
              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,

              Xavier A.
              • 4. Re: Monitor goes Black
                Peabianjay

                Cheers,

                 

                The black screen hasn't been happening recently (seems to come & go).

                The windows being relocated problem is ongoing.

                 

                Thanks!

                 

                P.S. There's no “Use Advanced Editor” option visible, but there is "Attach" in the bottom right.

                • 5. Re: Monitor goes Black
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Peabianjay,

                  Thank you for the information.  Please let me know as well if you are using splitters, docks, or any kind of adapters.

                  Regards,

                  Xavier A.

                  • 6. Re: Monitor goes Black
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello Peabianjay,

                    Let me know as well that type of connection that you are using.

                    Regards,

                    Xavier A.

                    • 7. Re: Monitor goes Black
                      Peabianjay

                      HDMI connection.

                      No other adapters, etc.

                       

                      Note also, I don't have any of these problems with Windows 7, VGA out (15 pin), Radeon HD 6530D Graphics (same monitor/TV). The new system was supposed to be an improvement. Heh.

                      • 8. Re: Monitor goes Black
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello Peabianjay,

                        Thank you for the information.  I understand that this should not be the expected behavior in a new system.

                        However, what I can recommend you to try, instead of using the latest version of the driver for the Intel® HD Graphics controller, you may use the driver provided by the computer manufacturer to see if you get the same results.

                        Intel® supplies generic versions of graphics drivers for general purposes.  Computer manufacturers can change the features, incorporate customizations, or make other changes to the graphics driver software or software packaging.  To avoid potential installation incompatibilities, we recommend that you first check with your computer manufacturer and use the driver software provided.

                        You can download the driver for the Intel® HD Graphics controller in this computer from the ACER® website: https://global-download.acer.com/GDFiles/Driver/VGA/VGA_Intel_20.19.15.4352_W10x64_A.zip?acerid=636132456174126572&Step1=DESKTOP&Step2=ASPIRE&Step3=ASPIRE%20XC-704G&OS=ALL&LC=en&BC=ACER&SC=PA_6

                        Please try with this driver and let us know if the issue still happens with it.

                        Regards,

                        Xavier A.

                        • 9. Re: Monitor goes Black
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello Peabianjay,

                          I was checking your case and would like to know if you need further assistance.  If so, please do not hesitate in replying back.

                          Regards,

                          Xavier A.

                          • 10. Re: Monitor goes Black
                            Peabianjay

                            Heya,

                             

                            I've given up, for now. I'll try installing Linux, buying a new graphics card, and/or buy a new monitor.

                             

                            Since I don't know what the problem is, I figure I just need to replace things until it starts working. (Windows 10 has been a problem for many reasons, so that'll be the first thing to replace.)

                             

                            Thanks for trying to sort me out, anyway.

                             

                            Edit: I found a thread discussing Windows 7 (although I have windows 10) monitor "auto detection". It sounds like this may be related, but since there's no solution (but a lot of frustration) on that thread seems that the problem is Windows, and not so much Intel. Considering Microsoft doesn't seem to respond to individual consumer requests/problems, maybe they'll respond to Intel? (Microsoft's usual response is, "No, you don't want that. We know what you want, and are giving it to you.")

                             

                            Edit 2: *sigh* After several more hours of hunting for a solution, I've managed to make it worse. Now, when I "Restart" the computer, my computer seems to continue running, but the monitor goes black and reports "No signal". Unplugging my system seems to be the only way to reboot it.

                            • 11. Re: Monitor goes Black
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello Peabianjay,

                               I am sorry to see about all the issues that are happening right now in your system.  It might be possible that you can do a system recovery to go back to a point when your system was working properly.

                              For official instructions on how to do it, please follow the next link: https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options

                              Please be aware that the content on that site is not controlled by Intel®.  This information is offered for your convenience and should not be viewed as an endorsement by Intel® for the merchants or services offered there.

                              Regards,

                              Xavier A.

                              • 12. Re: Monitor goes Black
                                Peabianjay

                                "It might be possible that you can do a system recovery to go back to...."

                                 

                                No. It hasn't worked since I bought it. This is why I'm not sure if it's Window 10, Intel HD Graphics or HDMI, all of which came with the new system. The previous system (Windows 7/Radeon/VGA) worked fine.

                                • 13. Re: Monitor goes Black
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello Peabianjay,

                                  As additional troubleshooting and to check your hardware, please try in other HDMI® ports, with another HDMI® cable, and with another display to see if the issue is replicated.

                                  You can also launch the operating in safe mode to see if you get display this way.  For instructions on how to start the computer in safe mode, please follow the next link: https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode

                                  Regards,

                                  Xavier A.