1 2 3 Previous Next 39 Replies Latest reply on Jan 13, 2018 6:40 AM by cronty

    HD 620 HDMI Problem

    RobMac

      Hello community,

       

      I've recently bought 2 Lenovo laptops with the following spec.

      • THINKPAD® E470 20H2S00500 (Intel® Core™ i3-7100U (2.40 GHz), 256GB SSD, 8GB RAM, Intel® HD 620)
      • THINKPAD® E470 20H2S00700 (Intel® Core™ i7-7500U (2.70 - 3.50 GHz), 256GB SSD, 16GB RAM, Intel® HD 620 + NVIDIA® GeForce™ 940MX 2GB)
        Both of them are running Win10 Professional.

       

      When trying to connect either one of them to my TV via HDMI, the TV recognizes the laptop but not vice versa. I am able to choose the screen selection modes (Duplicate, Extend,...) but nothing happens upon selection. When I try the "recognize monitor" function in system controls, no other monitor then the laptop screen is found. All drivers are updated to the newest ones available including BIOS updates. It seems as if the HDMI-port is somehow inactive.

       

      Do you know how the fix this?

      Thank you in advance!

       

      Best regards,

      Rob

        • 1. Re: HD 620 HDMI Problem
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello RobMac,

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

          I understand that you are having issues with a television that is not being properly detected by two laptops with Intel® HD Graphics 620 controllers.

          Please, let me know if you are using a splitter, a docking station, or any kind of adapters.  Also, please try with another cable and in other ports to see if the issue is replicated.

          As an additional step, you can try uninstalling the graphics driver from the system, and doing a manual installation of the latest driver.

          Please follow the steps below to uninstall the graphics driver:

          1. On the keyboard, press WinLogo key + R, then type in devmgmt.msc
          2. Expand the Display Adapters section.
          3. Find the Intel® Graphics Driver. The driver can also be called the Intel® Graphics Media Accelerator Driver (Intel® GMA Driver).
          4. Right-click the Intel Graphics Driver and select Uninstall.
          5. Select the check box Delete the driver software for this device.
          6. Reboot the computer after the uninstall process has finished.
          Please follow these steps in order to update the graphics driver:
          1. Download the graphics driver ZIP file: https://downloadmirror.intel.com/27266/a08/win64_15600.4849.zip
          2. Unzip the file to a designated location or folder.
          3. Right-click Windows Start icon and open Device Manager.
          4. Click Yes when prompted for permission from User Account Control.
          5. Expand the Display adapters section.
          6. Right-click the Intel® graphics entry and select Update Driver Software.
          7. Click "Browse my computer for driver software".
          8. Click "Let me pick from a list of device drivers on my computer".
          9. Click "Have Disk".
          10. Click "Browse".
          11. Access the designated location or folder, and access a folder called "Graphics".
          12. Select the file called "igdlh64" or "igdlh".
          13. Click Open, then click OK, and finally click Next. Drivers are now being installed.
          14. Reboot your computer.
          Regards,

          Xavier A.
          • 2. Re: HD 620 HDMI Problem
            RobMac

            Hello Xavier,

             

            thank you for your fast answer.

             

            "Please, let me know if you are using a splitter, a docking station, or any kind of adapters.  Also, please try with another cable and in other ports to see if the issue is replicated."

            I'm not using any of them. The laptops are connected to the TV simply via HDMI-cable. I tried several cabels and several ports on the TV. Even tried another TV. None of the combinations worked. Connecting other devices (e.g. a third laptop, a gaming console, TV sticks, ...) works like a charm in every combination. Only the devices containing a HD 620 won't work, so I'm pretty sure the error is to be found there.

             

            I'll try to manually re-install the driver you suggested - hope it helps. I'll let you know if it worked asap, but as I'm currently on a business trip, it'll take some time until I can give you a feedback.

             

            Best regards and thank you for your support

            Rob

            • 3. Re: HD 620 HDMI Problem
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello RobMac,

              Thank you for the information provided.

              Very well, I will be waiting for your reply after you return for your business trip and you reinstall the driver.

              Regards,

              Xavier A.

              • 4. Re: HD 620 HDMI Problem
                RobMac

                Hello Xavier,

                 

                I was able to re-install the driver on the past weekend on both machines.

                Unfortunately this was not the solution to my problem. The symptoms still stay the same - no external screens are found. There is also no "connection sound" when I plug in the HDMI cable.

                 

                Any other ideas?

                 

                Best regards and thanks for your support

                Rob

                • 5. Re: HD 620 HDMI Problem
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello RobMac,

                  I do apologize for the inconvenience.  Since the generic driver provided by Intel® is not fixing the issue, I would suggest you to try with the driver provided by the system manufacturer.  You can download the driver provided by Lenovo™ in the next link: https://download.lenovo.com/pccbbs/mobiles/r0di211w.exe

                  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.

                  • 6. Re: HD 620 HDMI Problem
                    Mudiver

                    just try to reset the tv to factory settings tech support either over think it

                    • 7. Re: HD 620 HDMI Problem
                      RobMac

                      Hello Xavier,

                       

                      before trying out the Intel driver you suggested in the beginning, I had the latest lenovo driver installed. (via lenovo update-manager)

                      I don't think that this will fix my problem, but I'll try.

                       

                      Do you have any other idea?

                       

                      Best regards

                      Rob

                      • 8. Re: HD 620 HDMI Problem
                        RobMac

                        Hello Mudiver,

                         

                        Maybe I'm getting your answer wrong, but if you're suggesting to reset the TV, I don't think thats a solution. I tried different TVs / Monitors and Cables and none of the combinations worked. Using a laptop that doesn't have a HD620 everythink works like a charm.

                         

                        Regards

                        Rob

                        • 9. Re: HD 620 HDMI Problem
                          RobMac

                          Hello there,

                           

                          any further ideas?

                           

                          Thanks and regards

                          Rob

                          • 10. Re: HD 620 HDMI Problem
                            RPG089

                            I Have the same issue when I update my laptop I always use my TV but now I spent a week of trying to fix it but nothing change

                             

                            I try to delete intel hd 620 and restart , it will fix and the hdmi work but for only 2 hours and then back to same issue

                             

                            really frustrating , I hop someone find a solution for this , my work is all on TV

                            • 11. Re: HD 620 HDMI Problem
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello RobMac,

                              At this point, we will need to replicate the issue in our labs to be able to find a solution for you.

                              Per procedure to replicate the issue, please follow the next link to find a table.  Reply to this post and add that table answering all the requested information.

                              https://communities.intel.com/thread/77761

                              Regards,

                              Xavier A.

                              • 12. Re: HD 620 HDMI Problem
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello RobMac,

                                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.

                                • 13. Re: HD 620 HDMI Problem
                                  RobMac

                                  Hello Xavier,

                                   

                                  please excuse the delay of my answer. Find attached the requested information. I started by filling it out for one of the two laptops. I can provide information on the second laptop on the weekend.

                                   

                                  Category

                                  Questions

                                  Answers (N/A if not applicable)

                                  Description

                                  Provide a detailed description of the issue

                                  When connecting a display via HDMI (TV, monitor, etc.) the display is not recognized and won't show any video. Several drivers, restarts, cables, etc. do not work.

                                  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.

                                  • THINKPAD® E470 20H2S00500 (Intel® Core™ i3-7100U (2.40 GHz), 256GB SSD, 8GB RAM, Intel® HD 620)

                                  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)

                                  LFP=internal display

                                  EFP=several monitors/TVs (brand LG)

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

                                  8GB

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

                                  TV/monitor, which is capable of HDMI + HDMI-cable. Tried several combinations of brands, none worked

                                  Hardware Stepping (see note1 below).

                                  PCI\VEN_8086&DEV_5916&SUBSYS_505B17AA&REV_02

                                   

                                  PCI\VEN_8086&DEV_5916&SUBSYS_505B17AA

                                  PCI\VEN_8086&DEV_5916&CC_030000

                                  PCI\VEN_8086&DEV_5916&CC_0300

                                  Software (SW)

                                  Operating System version (see note2 below).

                                  Win 10 Professional

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

                                  LENOVO - 870 0BIOS Version: 0.38 Phoenix BIOS SC-T v2.1

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

                                  last version I was told to install here in this thread

                                  SW or Apps version used to replicate the issue.

                                  none specific, problem occurs everytime

                                  Configurations

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

                                  neither clone, nor extended works

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

                                  LFP: 1920*1080

                                  EFP: neither HDready, nor FullHD work

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

                                  doesn't matter, both cases don't work

                                  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. Turn on laptop
                                  2. Turn on external monitor
                                  3. connect both via HDMI
                                  4. Monitor is not recognized, no matter what I try to do

                                  ...

                                   

                                  Thanks a lot for your effort in trying to help me!

                                  Best regards

                                  • 14. Re: HD 620 HDMI Problem
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    Hello RobMac,

                                    Thank you for the information.  We will be replicating the issue in our labs to be able to look for a solution for you.

                                    Please have in mind that it may take around a week to get a result, but we will contact you to keep you updated.

                                    Regards,

                                    Xavier A.

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