9 Replies Latest reply on Mar 15, 2018 1:36 PM by Intel Corporation

    Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation

    andreiztm

      Hi Intel team,

       

      Please help with this issue:

       

      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

      New Windows 10 1709 OS with latest CU (10.0.16299.214) no matter what driver I have installed until now, the screen will remain black after the Windows logo disappears during the boot.

      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.

      Lenovo Ideapad 100-15IBD, specifically:

      https://pcsupport.lenovo.com/ro/en/products/laptops-and-netbooks/100-series/100-15ibd/80qq/80qq00r1ri/pf0i53ye/downloads

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

      Just IGPU.

      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, I use only the laptop panel.

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

      4GB

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

      Nothing else involved, the setup is as vanilla as possible.

      Hardware Stepping (see note1 below).

      PCI\VEN_8086&DEV_1616&SUBSYS_382A17AA&REV_09

      Software (SW)

      Operating System version (see note2 below).

      10.0.16299.214

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

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

      N/A

      SW or Apps version used to replicate the issue.

      N/A

      Configurations

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

      Single laptop display

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

      64 hertz 1366x768

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

      Both

      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. Install a fresh copy of Windows 10 1709
      2. Allow Automatic Updates to update the driver or download & install the latest iGPU driver.
      3. During the installation the screen goes black and stays like this.
      4. I learned my lesson after multiple OS reinstalls and created a system restore point, this is the only way other than reinstalling the OS to remediate the problem.

      Will create a video of the issue and add it to the post later.

      Video of the repro:

      https://youtu.be/T6TJVuqRaDY

      ...

       

       

       

      As soon as the IGPU driver would get installed, the screen goes black. In order to prevent the automatic installation we can set the following 2 keys:

       

      Policy Specify search order for device driver source locations

      ValueName: searchorderconfig

      item: decimal: 0 => Do not search Windows Update

      http://gpsearch.azurewebsites.net/#183

       

      Policy Do not include drivers with Windows Updates

      ValueName: ExcludeWUDriversInQualityUpdate

      Enabled Value:
      decimal: 1

      http://gpsearch.azurewebsites.net/#13437

       

      In case it could not block it timely, we can use the following method to get the machine to boot:

       

      1. Boot the machine offline with a USB key or recovery environment
      2. Load the system hive from “The C drive (might have another drive letter:\Windows\System32\config”
      3. Export & delete the service that loads the IGPU driver:

       

      Computer\HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\igfx

      HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\igfxCUIService2.0.0.0

       

      This will get your machine back to using the basic graphic driver and you can apply the keys to block drivers.

        • 1. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
          Sparx

          Hi,

           

          I have exactly the same issue.  Just black screened on my Daughter. (Presume had done an update).

           

          • Restored Laptop using Lenovo software and goes to about 53% and errors
          • Restored using Windows 10 Home DVD and install (Both versions of Win 10, and same issues below occur with both versions)
            • Install windows updates, (Black screen, wont boot back up requires system restore)
            • Restore - Turn off Windows update service, install Lenovo specific Video driver, (Black screen, wont boot back up requires system restore)
            • Restore - Turn off Windows update service, download & install Intel specific Video driver , (Black screen, wont boot back up requires system restore)
            • Restore - Turn off Windows update service, download install Intel update tool, install recommended driver, (Black screen, wont boot back up requires system resto

           

          • Now have to leave Windows Updates off as you cant choose which updates you can install form Microsoft

           

           

          Tech info

          Laptop:       IdeaPad 100-15IBD
          RAM:          8GB

          OS:            Windows 10 Home  (1607) (x64)

          OS:            Windows 10 Home  (1703) (x64)

           

          Error:         igdkmd64.sys (See screen shot below)

          Error.jpg

          • 2. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello  andreiztm  and  Sparx 

            Thank you for joining the community

            We are going to investigate the case

            Please let me know if you have the same problem installing other OS version besides Windows® 10?

            Sparx  cloud you please attach fill up the information on the following link

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

            Regards,
            Leonardo C.
             

            • 3. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
              Sparx

              Category

              Questions

              Answers (N/A if not applicable)

              Description

              Provide a detailed description of the issue

              Any drivers apart from the Basic windows driver causes the PC to Black Screen and reboot in to recovery mode. The only way then is to use system recovery to get it to work as a basic system. It doesn't matter if you use Windows update, Intel Update or try and install the driver from Intel site, the PC just crashes.  I get the error igdkm64.sys error (see attached screen shot)

              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.

              Lenovo Ideapad 100-15IBD

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

               

              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

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

              8 GB

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

              Nothing Else

              Hardware Stepping (see note1 below).

              Software (SW)

              Operating System version (see note2 below).

              Windows 10 Home (x64)
              Build 16299

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

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

              N/A

              SW or Apps version used to replicate the issue.

              N/A

              Configurations

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

              Single Display (Laptop)

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

              Refresh Rate = 64 Hertz
              Res :- 1366 x 768

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

              Either

              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. 1. Install a fresh copy of Windows 10 Ver 1709 & 1703

              2. 2. Allow Automatic Updates to update the driver. Then during the installation the screen goes black. Automatic updates has had to be disabled for the PC to be able to be used.
              3. 4. OR Intel driver update software program. . Then during the installation the screen goes blue igdkm64.sys error

               

              1. 5. OR direct upgrade using Intel driver. Then during the installation the screen goes blue Error igdkm64.sys error

              Graphics Adaptor Details.PNGHardware Stepping.JPGVideo Bios.JPGError Screen Shot.JPG

              • 4. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello andreiztm and Sparx 

                Thank you, both for your response and the information provided,

                We are going to investigate the case and post back on the thread as soon as news become available   

                Regards,        
                Leonardo C.
                 

                • 5. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
                  cKyw00t

                  I have this laptop in my possession and it is the exact same symptoms as reported below.  The laptop belongs to a friend who had it go black screen around mid-November.

                   

                  It was running Windows 10 (I assume latest build\current updates).   She sent it away for warranty and they held it for 2 months without fixing it. They claimed it was a hardware issue and refused to fix it.  I obtained it and put a brand new SSD drive in and installed Windows 10.  It booted up fine and installed Windows until the updates, where the black screen happened. I wiped the drive and reinstalled Windows again and disabled updates.   I then tried using Lenovo's auto-driver installer, to which caused a black screen.  I wiped and reinstalled Windows 10 with Updates off (paused) and installed drivers manually. Once I got to the Intel HD 5500 VGA driver, it caused the black screen.  I googled that issue and came across this thread.   

                   

                  I then figured it was a Windows 10 issue, so I wiped the drive and installed Windows 7.   It was the same scenario where it Black Screens once the Intel VGA drivers are installed. 

                   

                  The BIOS was updated to the latest version before I got to it, so I'm following this thread to hope others mention this is a problem and Intel/Lenovo release a fix. 

                  • 6. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello cKyw00t

                    Thank you for joining the community.

                    Could you provide us with more information about your system by filling up the information on the following link?

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

                    Let us know what versions of drivers have you tired

                    Regards,
                    Leonardo C.
                     

                    • 7. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello andreiztm and Sparx 

                      Thank you for your response.

                      We can try these steps to update the graphics driver:

                      Since your system is a laptop it is recommended to use the manufacturer drivers, you can try to use the generic drivers

                      1. Please set the resolution on the display to 1366 x 768 @ 60Hz
                      2. Boot the system in safe mode to uninstall the graphics driver (if you have any install) following these steps:
                           
                        1.  On the keyboard, press WinLogo key + R, then type in devmgmt.msc
                        2.  
                        3. Expand the Display Adapters section.
                        4.  
                        5. Find the Intel® Graphics Driver. The driver can also be called the Intel® Graphics Media Accelerator Driver (Intel® GMA Driver).
                        6.  
                        7. Right-click the Intel Graphics Driver and select Uninstall.
                        8.  
                        9. Select the checkbox “Delete’ the driver software for this device.
                        10.  
                        11. Reboot the computer after the uninstall process has finished.
                      3. Please follow these steps in order to update the generic graphics driver from Intel:
                           
                        1. Download the graphics driver ZIP file: https://downloadmirror.intel.com/27267/a08/win64_154037.4835.zip
                        2.  
                        3. Unzip the file to a designated location or folder.
                        4.  
                        5. Right-click Windows Start icon and open Device Manager.
                        6.  
                        7. Click Yes when prompted for permission from User Account Control.
                        8.  
                        9.  Expand the Display adapters section.
                        10.  
                        11.  Right-click the Intel® graphics entry and select Update Driver Software.
                        12.  
                        13.  Click “Browse my computer for driver software”.
                        14.  
                        15.  Click “Let me pick from a list of device drivers on my computer”.
                        16.  
                        17.  Click “Have Disk”.
                        18.  
                        19.  Click “Browse”.
                        20.  
                        21.  Access the designated location or folder, and access a folder called “Graphics”.
                        22.  
                        23.  Select the file called “igdlh64” or “igdlh”.
                        24.  
                        25.  Click Open, then click OK, and finally click “Next”. Drivers are now being installed.
                        26.  
                        27.  Reboot your computer.
                       
                       
                      1. If these drivers did not solve the issue you can refer to the following link to find the manufacturer graphics driver   
                           
                        1. https://pcsupport.lenovo.com/cr/en/products/laptops-and-netbooks/100-series/100-15ibd/80qq/80qq00r1ri/pf0i53ye/downloads
                      2. If these driver updates dot help in these case please refer to the manufacturer to replicate the situation with the same system
                           
                        1. https://pcsupport.lenovo.com/cr/en/products/laptops-and-netbooks/100-series/100-15ibd/80qq/80qq00r1ri/pf0i53ye/contactus
                      Regards,
                      Leonardo C.
                      • 8. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
                        Sparx

                        Hi Leonardo,

                         

                        Thanks for your reply.  I have tried all the items you have suggested, but i'm afraid, I still get exactly the same result. Screen goes black, flashes, and then eventually reboots with recovery options, and then you have to do a system restore.  I have attached a screen shot of the error

                        SS1.jpg  

                        SS2.jpg

                         

                        Regards

                        Chris

                        • 9. Re: Black screen on Lenovo Ideapad 100-15IBD i5 after Intel HD Graphics 5500 installation
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello Sparx

                          Thank you for your response.

                          We recommend contacting Lenovo customer support for them to replicate the situation using the same system and the drivers built for the Lenovo system, due to that the driver provided previously is the generic driver for your graphics controller, the drivers form the manufacturer are built for your system and you have tested them; both provide the same result.  
                            

                          Regards.
                          Leonardo C.