Hello Graphics Communities!
For a very long time now we've been trying to track down, diagnose, and correct an issue that seems to be happening all across the board with Intel® Graphics. Users, for various reasons - seem to have issues with OEM systems (and Intel® NUC's) losing their display for different events.
- Installing new drivers
- Computers idling, going into sleep or hibernation
- Other random events
We have run into a stumbling block in fixing this issue, and that is that we are unable to reproduce the symptoms above. We have ordered exact-matching systems, displays and cables - and matched our configurations to those of the users having problems, and we are completely unable to reproduce the problem. The issue is complex, but in this particular case - it stems from the fact that two users with the same configuration are not guaranteed to have the problem, it varies from user to user, system to system, display to display.
What we at Intel® are asking now though is 2-fold. If you are one of these users (or a business) experiencing a consistent black-screening issue as mentioned above, we would like to procure your COMPLETE system configuration. This means, we want you to ship us (at our expense) - the System (desktop or laptop), display (TV, monitor) AND the cable (hdmi, dp, dvi, vga) used by your system when it starts to have a blackscreen failure. If you are willing to do this, you should be aware that we will keep your system for an extended period, and will compensate you by replacing your setup.
NOW! Even if you are not willing to send us your system, and would just like to inform us that you have a black-screen issue. That is okay too. Even if you have already submitted this info in some of our other black-screen threads, feel free to submit it here too. Please submit the following information into this thread so that we can continue to document all possible instances of it. Just copy and paste the below list and put in relevant information (completely!). *NOTE* If you have not already done so, please update your BIOS and Display Driver to the latest version available. We cannot accept a report of a failing configuration that is not up to date. Additionally, if you are running your display through a 3rd party device such as a projector or an AV/R (receiver), you need to show that the problem still occurs without the extra device connected (a direct connection from system to display is required).
|Are you willing to send your system to us? (Yes/No)|
|Is your system a laptop or desktop?|
|If desktop, is it custom built, or manufactured?|
|If desktop, what is the make/model of your motherboard?|
|What is the make/model of your system? (COMPLETE model name required)|
|What is the model of your CPU?|
|What is the make/model of your failing display(s)?|
|If laptop, is your built-in display failing? (Yes/No)|
|What is your operating system?|
|Is it a 64-bit or 32-bit operating system?|
|What display driver version do you have installed?|
|What type of connection are you using? (HDMI, VGA, DP, DVI?)|
|What happens that results in the blackscreen failure?|
Any/all information is valuable.
Thank you for your information & cooperation!