2 Replies Latest reply on Nov 15, 2017 11:09 AM by Intel Corporation

    HD Grapics 630: Screen turns black because of a driver issue

    araujo.gabriel

      Hi, I have a problem with a Intel HD Graphics 630. The informations are below:

       

      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

      After the last update of the driver of this card, some applications doesn't work well. I've noticed when I open Microsoft Excel's files, monitor remain with a black screen. I need to restart the monitor to see screen correctly.

      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%): X

      Often (51-99%):

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      Dell OptiPlex

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

      no

      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)

      Dell E1916Hf

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

      see attachment 1 - Intel System Support Utility.txt

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

      Cable Type: DisplayPort 1.2

      Processor: i3-7100T

      Hardware Stepping (see note1 below).

      see attachment 2 - captura Dell.png (captura means screenshot in portuguese)

      Software (SW)

      Operating System version (see note2 below).

      see attachment 1 - Intel System Support Utility.txt

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

      1049.8

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

      see attachment 1 - Intel System Support Utility.txt

      SW or Apps version used to replicate the issue.

      Microsoft Excel

      Configurations

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

      see attachment 1 - Intel System Support Utility.txt

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

      see attachment 1 - Intel System Support Utility.txt

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

      Power cable plugged in

      How to repro

      Please provide steps to replicate the issue.  These steps 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. Power on the computer
      2. Open Windows Explorer
      3. Search some excel file to open
      4. Open the Microsoft Excel File
      5. See screen turns black

      ...