1 2 3 Previous Next 37 Replies Latest reply on Jul 6, 2018 10:45 AM by Intel Corporation

    Transparent app window in fullscreen mode Intel GPU 600 series

    NSkiba

      Hello! Recently we have faced a problem with fullscreen mode of our app after start. Description of the issue is below. Both SSU and DxDiag reports are attached. Thank you in advance!

         

      CategoryQuestionsAnswers (N/A if not applicable)
      DescriptionProvide a detailed description of the issueWhen application is starting in fullscreen mode at any of monitor, include single display mode, its surface become transparent, but available for UX interaction (all buttons and interface elements could be clicked). If by any reason interface is repainted (for example we blindly clicked on UX button 'Settings') then it becomes normal (non transparent) and then behave as usual till restart.
      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.Intel(R) Core(TM) i5-7500 CPU @ 3.40GHz
      Hybrid or switchable graphics system?
      ie Does it have AMD or NV graphics too?
      Only Intel HD Graphics 630, 620
      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)
      Two EFP monitors:
      Acer K242HL
      Acer K242HL
      How much memory [RAM] in the system (see note2 below).16 GB
      Provide any other hardware needed to replicate the issue.
      ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc
      VGA & HDMI
      Hardware Stepping (see note1 below). IMG_23012018_100224_0.png
      Software (SW)Operating System version (see note2 below).Windows 10 Pro 64-bit
      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.BIOS Date: 07/06/17 15:13:54 Ver: 05.0000C
      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).23.20.0016.4901
      SW or Apps version used to replicate the issue.AxxonNext 4.1.0.6377 x64
      ConfigurationsSingle display, clone, or extended (see note2 below).2 displays
      Display resolution & refresh rate setting of each display (see note2 below).1920x1080
      60 Гц
      AC or DC mode, i.e. is power cable plugged in or not?Power cable plug in.
      How to reproPlease 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. Check using in fullscreen in settings

      2. Restart the application

        • 1. Re: Transparent app window in fullscreen mode Intel GPU 600 series
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello NSkiba,

          I understand that you are having problems with an application that starts transparent when it is started in full screen mode. I apologize for any inconvenience that may be causing.

          Regarding this problem, I see that the graphics driver is up to date and everything seems to be fine, however, I would like to know if you could tell us the following and/or follow the steps:

          1) How many applications are showing the problem?
          2) Can you please try with only one monitor and HDMI?
          3) Is the app/apps affected up to date? If not, please update them.
          4) Is your Windows up to date? If not, please update it.
          5) If there is a latest version of the software please attempt to install it.
          6) If none of the steps work a re-installation of the operating system is another option that could be tried.


          I hope you find this helpful.


          Regards,
          David V
           

          • 2. Re: Transparent app window in fullscreen mode Intel GPU 600 series
            NSkiba

            1) How many applications are showing the problem?

            We have not tested many applications, at the moment there is only one app affected.

             

            2) Can you please try with only one monitor and HDMI?

            Same result.

             

            3) Is the app/apps affected up to date? If not, please update them.

            The same result with all latest versions of the app. Also tried some of old versions with the same results already.

             

            4) Is your Windows up to date? If not, please update it.

            Windows 10x64 Pro was updated to version 1709

            OS Build 16299.192

            but still the same result of reproducing the issue

             

            5) If there is a latest version of the software please attempt to install it.

            Already updated.

             

            6) If none of the steps work a re-installation of the operating system is another option that could be tried.

            The issue was also reproduced on the second workstation with the same HD Graphics 630, and the third one with 620.

            • 3. Re: Transparent app window in fullscreen mode Intel GPU 600 series
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello NSkiba,

              Thank you for your response,

              Up to this point I would need you to please provide me with a screenshot of the problem. This is to have a better insight and attempt to find a solution. If possible I would also like to have a video of when you start the program and when it goes from "transparent" to "solid" so we can have more information.


              Regards,
              David V

              • 4. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                NSkiba

                Hello David,

                 

                Here it is bandicam 2018-01-30 12-03-10-927.mp4 - Google Drive

                 

                As you can see, windows become transparent at start (background color is black because of program starts as shell, explorer.exe didn't started). Then, after clicking blindly on some menus at the top of screen, some part of screen is refreshed and displays ok, but the other parts of interface stay transparent.

                 

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

                • 5. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello NSkiba,

                  Thank you for your response, 

                  I would like you to try the following steps: 

                  Please follow these steps to change the graphics driver:

                  1. Right-click Windows Start icon and open Device Manager.
                  2. Click Yes when prompted for permission from User Account Control.
                  3. Expand the Display adapters section.
                  4. Right-click the Intel® graphics entry and select Update Driver Software.
                  5. Click "Browse my computer for driver software".
                  6. Click "Let me pick from a list of device drivers on my computer".
                  7. Select "Microsoft Basic Display Adapter" and let it install. 

                  After the process is complete, please attempt to open the software again. Let us know if there is any changes.

                  If the previous step does not work, please try to rollback the graphics driver by following the steps below: 

                  1. Download the graphics driver ZIP file: https://downloadcenter.intel.com/download/26941/Intel-Graphics-Driver-for-Windows-15-46-?product=98909
                  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.

                  Let us know the outcome please.


                  Regards,
                  David V
                   

                  • 6. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                    NSkiba

                    Hello David,

                    We follow your instructions, but the problem reproduce with the newest driver and with 4729 version you suggest.

                     

                    I've attached new video of reproducing after driver downgrade to 4729

                    bandicam 2018-02-01 12-52-39-245.mp4 - Google Drive

                     

                    Please ask if you need any additional information.

                    Thanks in advance!

                    • 7. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello NSkiba,

                      Thank you for your response,

                      According to our testings and the different steps followed it does not seem to be an issue with the Graphics driver. Up to this point there are few things that could be tried in order to fix the problem:

                      1 - Re-install the application and try to open it, contact the app developer to see if there is any patch or update that can be done to fix the problem. 
                      2 - If the previous step did not work, attempt to re-install the operating system.
                      3 - Check compatibility between the hardware and the application which can be checked with the application developer. 

                      I hope you find this helpful.


                      Regards,
                      David V

                      • 8. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                        NSkiba

                        Hello, David!

                         

                        According to the fact, that the application work OK on the version 4664 and not OK on the version 4901, with the same version of application and OS Windows 10 Pro - it looks like the issue is exactly with the Graphics driver.

                         

                        1. Actually, we are the developers of that application and already have tested its latest version.

                        2. Already tried also on different workstations

                        3. Hardware capabilities was OK on 4664 version of Graphics driver.

                         

                        Could you please help me to understand what changes in Intel Graphics HD driver since 4664 could be resulted in the issue? Or what could be changed in our application to fix that graphics driver issue from our side?

                        • 9. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello NSkiba 

                          Thank you for your response,

                          I was downloading the free version (AxxonNext-4.0.2.5237) of the app from your website, to start replicating the issue, is it ok if I use this version? I see you are using a newer version, does de issue happens in version 4.0.2.5237 as well?

                          Regards,        
                          Leonardo C.
                           

                          • 11. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello NSkiba 

                            Thank you for your response and the download information, we are going to try to replicate the situation, we will be posting back when news becomes available

                            Regards,        
                            Leonardo C.
                             

                            • 12. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello NSkiba 

                              Thank you for your response and the download information, we are going to try to replicate the situation, we will be posting back when news becomes available

                              Regards,        
                              Leonardo C.
                               

                              • 13. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello NSkiba

                                Thank you for waiting, allowed me to share with you that we were working to replicate your situation; these were the steps taken on the lab:
                                 
                                -Use Intel® HD 650.
                                -Clean installation of Windows® 10.
                                -Update graphics drivers to .4944.
                                -Installed software AxxonNext-4.0.2.5237.
                                -Complete the free license registration.
                                -Opened the software and we were not able to see the main screen of the software and not able to use other actions like mouse clicking
                                 
                                We use that version above due to the other download link provided is not working; if possible could you provide us with a working download link for that version?
                                 
                                Could you also provide us with the driver report following with steps?

                                • Right click on your desktop.
                                • Open the Intel® HD graphics control panel.  
                                • Go to options and support.
                                • Information center.
                                • On the lower right corner use to save option to save the .TXT report.
                                • Please attach the report to the tread.   
                                 
                                Regards,
                                Leonardo C.
                                • 14. Re: Transparent app window in fullscreen mode Intel GPU 600 series
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello NSkiba 

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

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