5 Replies Latest reply on Mar 15, 2018 12:53 PM by Intel Corporation

    Fix "unsupported signal check your device output" error




      My laptop was working perfectly with my TV monitor until a few days ago when I started getting the "unsupported signal check your device output " error.  I am projecting from a HP laptop (Windows 8, Intel core i3) to a Sony Bravia TV via HDMI.

      I have updated the HDMI audio driver on my laptop as well as tried all the screen resolutions available.

      I still get the same error with a black screen on my laptop when I plug the HDMI cable in, eve if the TV is off when I connect the cable, still a black screen.


      I assume this means the error must a setting on my laptop? Any suggestions?

        • 1. Re: Fix "unsupported signal check your device output" error

          Hello Erin_SA


          Thank you for joining the community.


          Have you tried to another HDMI® cable? Or another display?


          If your laptop has another video output, have you tried it? (VGA, Display port)


          Cloud you provide us with the DxDiag report.  Please follow these steps:

          1. On the keyboard, press WinLogo key + R.
          2. In the Run box please type dxdiag and hit Enter.
          3. Click on Save All Information (save it to your desktop).
          4. Please attach the report to the thread



          Leonardo C.

          • 2. Re: Fix "unsupported signal check your device output" error

            Hi Leonardo,


            Thanks for the quick reply.

            I'm afraid I haven't tried another cable, output option or display yet as I only own one cable and screen and would like to try any other solution before buying another cable.

            The DxDiag report should be attached.

            • 3. Re: Fix "unsupported signal check your device output" error
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Erin_SA

              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 follow these steps in order to update the generic graphics driver from Intel:
                1. Download the graphics driver ZIP file: https://downloadmirror.intel.com/24971/a08/win64_152824.zip
                3. Unzip the file to a designated location or folder.
                5. Right-click Windows Start icon and open Device Manager.
                7. Click Yes when prompted for permission from User Account Control.
                9.  Expand the Display adapters section.
                11.  Right-click the Intel® graphics entry and select Update Driver Software.
                13.  Click “Browse my computer for driver software”.
                15.  Click “Let me pick from a list of device drivers on my computer”.
                17.  Click “Have Disk”.
                19.  Click “Browse”.
                21.  Access the designated location or folder, and access a folder called “Graphics”.
                23.  Select the file called “igdlh64” or “igdlh”.
                25.  Click Open, then click OK, and finally click “Next”. Drivers are now being installed.
                27.  Reboot your computer.
              2. If this driver did not solve the issue you can refer to the following link to find the manufacturer graphics driver by searching with your system model.
                1. https://support.hp.com/us-en/drivers
              3. We have to take into consideration that could be a hardware issue for that matter you will have to refer to HP support; for that this following link can help you.
                1. https://support.hp.com/us-en/contact-hp
              Leonardo C.
              • 4. Re: Fix "unsupported signal check your device output" error

                Thanks Leonardo,


                I updated the graphics driver as suggested as well as searching via the HP support site, neither worked I'm afraid.

                Although I see my HDMI Audio option has disappeared, can this be causing an issue? How do I get that back?


                I will try another cable this weekend.

                • 5. Re: Fix "unsupported signal check your device output" error
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Erin_SA

                  Thank you for your response.

                  Allowed to share with you that in this case, we recommend contacting the HP customer support provided previously for guidance to complete the update of the drivers built for your system.

                  Leonardo C.