Black (filled with windows background image) screen on submonitor HD630

NSkib · ‎01-18-2018

Hello!

We are using video surveillance software with fullscreen mode on 3 monitors, connected to HD630 (Intel i7 7th generation) with Intel HD Graphics driver version 15.60.2.4901 and after startup all submonitor's screens become filled windows background color (black in my case). Seems like the window on the screen become fully transparent, but looks like any actions on transparent window's elements is working.

Main monitor's screen stay OK.

We also reproduced that issue on HD630 on i5-7500 and i7 6-th generation with 15.60.2.4901 driver version. Driver version 22.20.16.4664 do not have this problem.

As we check, all versions newer than 4664 do have this problem.

OS: Windows 10 Pro

Could you please help with the problem?

Сообщение отредактировано: Nikita Skiba

idata · ‎01-18-2018

NSkiba: Thank you very much for contacting the Intel® Graphics communities. We will do our best to assist you with this scenario.

Based on the information provided above, it seems to be there is a regression bug on driver 4901 since there is no problem when using an older driver. We will do further research on this matter, in order for us to do that please provide the SSU report:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

And the DxDiag report:

Click on the "Start Menu", Type "DxDiag", Press "Enter", Wait for the DirectX Diagnostic Tool to finish loading

In the DirectX Diagnostic Tool, click "Save All Information", Save the file DxDiag.txt

Include DxDiag.txt as an attachment in the Intel Community Forum

To attach a file, you must click "reply" then the "attach" option will appear in the bottom right corner of the response box.

Any further questions, please let me know.

Regards,

Alberto R

NSkib · ‎01-22-2018

Hello, Alberto! Thank you for the answer!

We have collected DxDiag and SSU reports, you can see it attached.

Thank you in advance! Please ask if you need any additional info about the problem.

idata · ‎01-23-2018

Hi NSkiba: Thank you very much for providing those reports. We will do further research on this matter in order to try to find a possible solution, as soon as I get any updates I will post all the details on this thread.

Any questions, please let me know.

Regards,

Alberto R

idata · ‎01-29-2018

NSkiba: I just received an update on this matter, we just wanted to confirm how are you connecting the monitors, which video ports are you using?

What is the name of the application in question?

The video signal is only failing in the application itself?

To better illustrate the issue, perhaps you have the option to record what you see on your smartphone?

Any questions, please let me know.

Regards,

Alberto R

idata · ‎02-05-2018

NSkiba: I just wanted to check if you saw the information we requested previously and if you need further assistance on this matter?

Any questions, please let me know.

Regards,

Alberto R

NSkib · ‎02-05-2018

Hello, Alberto!

Thank you for the answer!

1) I connected 3 monitors to D-sub, DVI, HDMI of Onboard.

The motherboard is "GIGABYTE GA-B250M-HD3"

2) I'm using all video ports. The mother board supports them on same time.

3) There are many applications, I usually use Korean video player (PotPlayer) with multi-monitors.

Please watch the video https://drive.google.com/open?id=1EgaicnX2gVQiuGdllROYCQwwbfou70cJ other app with multimonitor.avi - Google Drive

OS always detects the Display IDs well, and other applications always can use them.

But, our application cannot use submonitors well with a version above the specific IntelHD driver version (4664).

Could you please help in which direction should we investigate to fix that bug on our side, or maybe help you somehow to fix bug in Intel graphics driver on your side?

idata · ‎02-06-2018

Hi NSkiba: You are welcome. Thank you very much for providing those details, the pictures and the video. We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.

Any questions, please let me know.

Regards,

Alberto R

idata · ‎02-06-2018

NSkiba: Just to confirm, which of the video ports, either D-SUB or DVI-D from the board, are you using as display port and as HDMI port, also please provide the model of adapters and converters being used?

Any questions, please let me know.

Regards,

Alberto R

NSkib · ‎02-07-2018

Hope I correctly understand the question.

Thanks in advance!

UPD: DVI to HDMI cable corrected

idata · ‎02-07-2018

NSkiba: Perfect, thank you very much for providing the picture. We will proceed with the research on this subject, as soon as I get any information I will post it on the thread.

Any questions, please let me know.

Regards,

Alberto R

idata · ‎03-09-2018

NSkiba: I just received an update on this matter, please try driver version 15.65.4.4944.

https://downloadcenter.intel.com/download/27484/Intel-Graphics-Driver-for-Windows-15-65-

Any questions, please let me know.

Regards,

Alberto R

NSkib · ‎03-13-2018

Hello Alberto!

We will test and reply ASAP.

idata · ‎03-13-2018

Hello NSkiba: Perfect, thank you very much.

Regards,

Alberto R

NSkib · ‎03-14-2018

Hello Alberto!

We have checked with the driver version 15.65.4.4944, but it is same behaviour.

The issue remains.

Please ask if you need any additional info about the problem.

NSkib · ‎03-30-2018

Is there are any news about the issue?

idata · ‎04-04-2018

NSkiba: I just received an update on this matter, could you please let us know the software that you are using for this scenario? Is there any link where we can perhaps download a trial version of that software? The reason for this is that we are trying to duplicate the issue in our lab.

Any further questions, please let me know.

Regards,

Alberto R

NSkib · ‎04-05-2018

Hello!

We are using AxxonNext 4.1

Direct download link: http://download.axxonsoft.com/official/itv.ru/1/software/AxxonNext/AxxonNext-4.1.0.6545-x64-full.zip http://download.axxonsoft.com/official/itv.ru/1/software/AxxonNext/AxxonNext-4.1.0.6545-x64-full.zip

Dowloads site: http://www.axxonsoft.com/resources/downloads.php Axxonsoft Installers Downloads

Please ask if you need any additional information.

idata · ‎04-05-2018

Hi NSkiba: Thank you very much for providing that information. We will continue with our research on this matter. As soon as I get any updates I will post all the details on this thread.

Any questions, please let me know.

Regards,

Alberto R

idata · ‎04-10-2018

NSkiba: I just wanted to let you know that we had a set back trying to replicate this issue, mainly while we procure the necessary surveillance equipment. We also need to gather further information about your system:

1. Make sure the issue still occurs with new 15.65.4982 driver https://downloadcenter.intel.com/download/27650

2. Download and install OpenGL Extensions Viewer: http://realtech-vr.com/admin/glview

3. Run the OGL Extensions Viewer application on the affected system.

4. Click on "GL Extensions"

5. Click on the "XML" option (upper menu) and select "save as"

6. Save the .xml file that is generated and send it to us for review.

Thank you for your patience and cooperation.

Any questions, please let me know.

Regards,

Alberto R

NSkib · ‎04-12-2018

Hello, Alberto!

Thank you for the response!

I've attached the requested file to the message.

Thanks in advance!