9 Replies Latest reply on Nov 17, 2017 5:04 PM by TheOldTannery

    UHD Graphics 630 Issues

    TheOldTannery

      Hi, Just built new system based on ASUS ROG STRIX Z370-E and Core i7-8700K. Installed Win 10 Fall Creators build. Installed the latest VGA drivers from ASUS website (and later the latest drivers from Intel Website) and immediately came across the following 2 issues when using 2 monitors. There is no other graphics card installed just the inbuilt 630.

       

      Here is the Intel Report and also all the requested additional files as attachments.

       

      Category

      Questions

      Answers (N/A if not
        applicable)

      Description

      Provide a detailed description of
        the issue

      There are 2 issues I wish to
        highlight.

       

      Issue 1:  Set up for 2 displays using the HDMI and
        the Display Port in extended desktop mode. Initially this seemed to be fine
        with both displays showing the desktop. However, after a period of time and
        following the displays being turned off by the Power Options settings after
        10 minutes, the Display Port connected monitor would not come back on. I
        swapped the primary and secondary displays in the Intel settings but the DP
        monitor would not come back on. I had to uninstalled and reinstalled the
        driver to recover the display. On one occasion even doing this did not work.
        I then repeated the same using the DVI and the DP ports and again the DP
        monitor would often not display anything and could not be got working again
        without reinstalling the drivers. I then used the DVI and the HDMI connectors
        and this combination did display both screens all the time but in this mode
        issue 2 below was then apparent.

       

       

      Issue 2: Set up for 2 display
        outputs using the DVI and HDMI connectors. If you open up an Internet
        explorer window on the ‘secondary’ display, and then try to play some video
        from either say the BBC website for one of its TV channels or for any YouTube
        video, you will see that the video is not displayed although sometimes there
        is the odd flicker of video as the window is moved about. If the window is
        moved to the primary display then the video is shown normally. Swapping the
        primary and secondary displays gives the same result meaning that it is not
        related to the output connector in use.

      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%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      ASUS Strix Z370-E Gaming
        Motherboard

      Hybrid or switchable graphics
        system?

        ie Does it have AMD or NV graphics too?

      Inbuilt UHD Graphics 630 only

      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)

      ACER G276HL

       

      EFPs

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

      16GB

      Provide any other hardware needed
        to replicate the issue.

        ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock,
        dongles/adapters, etc

      I use DVI to DVI, HDMI to
        HDMI and a DP to HDMI cables

      Hardware Stepping (see note1
        below
      ).

      See attached jpg

      Software (SW)

      Operating System version (see
        note2 below).

      Win 10 Pro Fall creator build
        1709 build 16299.19

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

      1054.0

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

      23.20.16.4849

      SW or Apps version used to
        replicate the issue.

      Internet explorer

      Configurations

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

      extended

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

      1920x1080 60p

      Also see attached intel scan output
        file

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

      AC

      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. Issue 1 steps:
      2. 1. When setup,
          let the power options switch off both displays after a few minutes timeout.
      3. 2. Move the mouse
          to make the screens come back on and only the DVI (or HDMI) screen will come
          back on, the DP monitor does not come back on.
      4. 3. Uninstall drivers,
          reboot, reinstall drivers and both screens usually come back on but often
          even this does not bring the DP screen on.

       

      Issue 2 steps:

      1. 1.open up
          internet explorer and put this window on the ‘secondary’ display
      2. 2.goto www.bbc.co.uk website and
          select TV and then chose BBC news channel.
      3. 3. The video will
          run but will not be visible on the screen. Move the IE window to just between
          the 2 displays and you will see the video for the part on the ‘primary’
          display but not on the secondary.
      4. 4. Move the
          windpow so most of the video window is now on the primary display. You will
          see that the video is now visible on both the primary and secondary displays.
      5. 5. Swap over the
          primary and secondary displays in Intel Graphics options and repeat. You will
          see the same effect which shows it is related to the secondary

      display output and not to the specific
        graphics output connector being used.

      1. 6.If you take a screen shot for the
          case where there is no video seen on display, the screenshot does capture a
          full picture!

       

       

      I have had such issues before on another Intel platform which turned out to be the driver. I have seen a few other references to 630 issues but not quite what I am seeing so hopefully maybe someone can help if they have any workarounds or can confirm this is an issue.

       

      Thanks

        • 1. Re: UHD Graphics 630 Issues
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello TheOldTannery,
           
          I understand you are having issues when using the computer in dual display.
           
          Let me apologize for any inconvenience this issue may be causing to you.
           
          I would like you to try installing some of the computer drivers in a specific order.
           
          Please install this driver first, and then restart the computer http://dlcdnet.asus.com/pub/ASUS/mb/03CHIPSET/Z370Consumer_11.7.0.1040.zip
           
          Install this other driver, and then restart the computer one more time http://dlcdnet.asus.com/pub/ASUS/mb/03CHIPSET/MEI_Win10_V11701032_20170830_81.1.zip
           
          I would like you to try different version of the graphics driver.  Please uninstall current graphics driver first.  In order for you to uninstall current graphics driver 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 install the graphics driver that is on this link https://downloadcenter.intel.com/download/27058/Intel-Graphics-Driver-for-Windows-15-46-?product=98909
           
          Do you get the same issue if you use the computer on Single Display?  If possible test Displayport* and HDMI on single display and let me know if issue persists or not.
           
          Regards,
          Fred D.

          • 2. Re: UHD Graphics 630 Issues
            TheOldTannery

            Hi Fred,

             

            Thanks for reply.

             

            1. I had already installed Z370Consumer_11.7.0.1040.zip so uninstalled it and reinstalled it, then rebooted
            2. I then installed the next MEI file and that said there were newer drivers version 11.7.0.1040 already installed so I let it overwrite with its version 11.7.0.1023 and rebooted.
            3. I then uninstalled graphics  driver as described and rebooted
            4. I then went to install the Intel driver package but that said it did not find any compatible hardware. From the words on the intel site for this driver it seems to support UHD Graphics 620 but makes no reference to 630, was that the correct link?
            5. I then reinstalled the latest driver again. Everything the same as before.

             

            Let me know what to do about the wrong graphics driver in the link.

             

            Thanks

            • 3. Re: UHD Graphics 630 Issues
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello TheOldTannery,
               
              I am sorry to hear you are still having issues with your computer.
               
              Do you get the same issue if you use the computer on Single Display?  If possible test Displayport* and HDMI on single display and let me know if issue persists or not.
               
              I would like you to try different graphics driver baseline.  Please uninstall current graphics driver first.  In order for you to uninstall current graphics driver 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 install the graphics driver that is on this link  https://downloadcenter.intel.com/download/27199/Graphics-Intel-Graphics-Driver-for-Windows-15-47-?product=126790
               
              Regards,
              Fred D.

              • 4. Re: UHD Graphics 630 Issues
                TheOldTannery

                Hi Fred,

                 

                Some success. This version of the driver (4815) did install ok.

                 

                I tested each single output and video did play back ok.

                 

                I then plugged back in both displays using DVI and DP connectors and so far video can now be played back on both the primary and secondary displays as in my issue 2 above. It remains to be seen if my issue 1 above is also sorted, I will monitor over next few days and if ok will then try HDMI and DP as the connectors.

                 

                Thanks

                • 5. Re: UHD Graphics 630 Issues
                  TheOldTannery

                  Hi,

                   

                  Just came back after 30 minutes and both screens had been turned off by the power settings but on moving the mouse only the DVI screen came back on, I could not get the DP output to come back. I then swapped over to the HDMI connector on that display and the screen then came back on. I think this confirms an issue with the DP connector when output is turned off in this build and also the other 2 builds 4758 and 4849. The video output on both screens continues to be ok.

                   

                  I will see if I get the same effect again with the HDMI connected monitor when it times out.

                  • 6. Re: UHD Graphics 630 Issues
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello TheOldTannery,
                     
                    Thanks for the update.
                     
                    Please test the system a little bit more with HDMI connection and let me know if it fails or not.
                     
                    Regards,
                    Fred D.

                    • 7. Re: UHD Graphics 630 Issues
                      TheOldTannery

                      All looking good with HDMI coming back out of being turned off, just the DP port seems to be affected.

                      • 8. Re: UHD Graphics 630 Issues
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello TheOldTannery,
                         
                        Thanks for the additional information you sent to me.
                         
                        Have you tried contacting the motherboard manufacturer just to make sure the issue is not being caused by a power management issue on the board?
                         
                        Since issue happens even with the graphics driver ASUS* provides on their website then the issue might not be software related.  The drivers ASUS* provides on their website have been tested and validated to work fine in your specific computer model.
                         
                        If possible try contacting ASUS* and let us know what they say about this issue.  This link will give you their contact information https://www.asus.com/us/support/
                         
                        Regards,
                        Fred D.

                        • 9. Re: UHD Graphics 630 Issues
                          TheOldTannery

                          Hi,

                          I was thinking the opposite actually in that the Asus driver is essentially the intel driver but possibly with some minor changes and therefore the issue is likely to be common to both.

                           

                          I have spoken to Asus on the video issue and they just suggested it may well be a Windows issue and to reinstall everything from scratch!!!! To me the video issue was almost certainly a driver issue (and so it seems to have been proved) as it was the secondary display that always had the problem regardless of which connector was being used, ie a function under control of the driver and essentially hardware independent. The power up issue is a little more difficult as I imagine there is the possibility of the Video Bios involved here. Asus has not responded on this one. I am not sure how screen output is turned off within the chip and if the entire chip is powered back up at once or if connector outputs of the chip are individually powered back up. It would seem more logical to me that the output stages of the chip are all re-enabled and then the driver takes control and displays things thereafter. Do you know what controls the output to each connector? If this is a video bios issue, is that within the intel chipset and hence controlled by Intel or is it something that Asus develops themselves as part of the motherboard?

                           

                          Thanks