Graphics
Intel® graphics drivers and software, compatibility, troubleshooting, performance, and optimization
20493 Discussions

HD4000 driver causes LCD crash on Zenbook UX32VD - Help

idata
Employee
4,798 Views

Hello, - sorry for my bad english. I just bought a used Zenbook UX32VD with i7 and HD4000 / GT620M and reinstalled windows 7. So far no problem - then i installed the 3071 (64bit) drivers for HD4000 and the display went black and stays black. You have no controls, even you see no bios screen, dos (windows booting screen) and windows. The graphics work on HDMI but when you try to switch back do LCD panel - this panel isn't recognized any longer!

When you try to switch via fn keys - to switch between the displays or just activate / deactivate it - it stays black - even no backlight!!!!!

I just dont know what to do. Bought this Zenbook, allthough it is used for a lot of money and it looks like all that money is gone after one day of having it.

There are other Posts from UX32VD owner that tell the same story and everyone says - "no chance, bring it in - seems to be hardware crash". Look for more here (it seems they have an older driver but the same problem):

http://forum.notebookreview.com/asus/695093-ux32vd-driver-corrupts-video-hardware.html http://forum.notebookreview.com/asus/695093-ux32vd-driver-corrupts-video-hardware.html

Can anyone from Intel tell me if this problem is known and solved or what to do now? Guaranty request to ASUS? Request to Intel?

I uninstalled the driver, installed older driver, installed INF update driver again and again, bios update, bios update to older version - no success. even with windows 7 reinstallation no success

This has never happened to me - set up whole server client infrastructures but causing a hardware crash after installing the newest driver? Damn!

Please help

Best Regards from Germany

20 Replies
Allan_J_Intel1
Employee
1,753 Views

I see this machine carries Intel® HD Graphics 4000 + Nvidia video card. This is called switchable graphics computer, our latest graphics drivers 9.17.10.3071 support switchable graphics.

Does this problem remain after installing customized driver from your computer manufacturer?

0 Kudos
idata
Employee
1,753 Views

Sorry, no. I switched to safe mode via HDMI, uninstalled the 3071 driver and reinstalled all the original drivers - even reinstalling windows does not take any effect. I think that somehow hardware was flashed by updating the HD4000 driver because the screen is just black, even the backlight does not start when i turn on the device.

There is another guy from germany with the same problem - german thread - the members name is "roskas":

http://www.computerbase.de/forum/showthread.php?t=1089671&page=14 http://www.computerbase.de/forum/showthread.php?t=1089671&page=14

idata
Employee
1,753 Views

Exact same issue here. Was updating Intel HD4000 driver for Asus UX32VD and upon restart black screen with only back light and no image. I know my way around computer hardware and was surprised to find that this driver in fact bricks the display, regardless of fresh windows install, wiping and reinstalling every available driver including the originals(and the one you linked), and even updating BIOS all through the HDMI out. Considering I don't have a warranty on this laptop anymore, I feel Intel should be the one paying for the replacement of whichever component has actually been destroyed. Pat yourselves on the back for making me agree to your terms of service. You have just gone down to the bottom of my list of respected companies. I'd love to get that respect back with a fix before I am forced to pay for this things repair, being that I am a current college student this is just great. I am very frustrated that this issue is being ignored Intel.

0 Kudos
idata
Employee
1,753 Views

Will, i totally agree. Just contacted ASUS and they told me that only the first buyer has guaranty and i dont because i bought it "used" hahaha even i have invoice and guaranty-card etc. I also set up whole server client structures and exchange server etc. The fact that a normal, new and "final" driver causes a hardware brick and i'll have to pay for it is unacceptable. ASUS is absolutely uncooperative by now. I used the UX32VD for 2 days - just to set it up new! It all worked until the 3071er driver setup. While running this setup the display goes black and stays - unacceptable, sorry.

Will, it would be nice if you would keep me up to date with your case.

Best regards from Germany

0 Kudos
idata
Employee
1,753 Views

Same thing happened with the V9.17.10.2828 HD4000 driver from the Asus UX32VD download page.

I went through the ordeal at the end of December. Asus replaced the LCD on warranty.

Of course I asked them to remove that driver from their support page!

(I am back to the original driver 8.15.10.2761, and if I should have any need to update later, I will do the update with an external monitor and the internal LCD switched off - without knowing if that helps!)

Here is another complaint:

http://www.tomshardware.co.uk/forum/378867-33-ux32vd-driver-corrupts-fries-breaks-video-hardware-possible UX32VD driver corrupts/fries/breaks video hardware - is this possible? - Graphics Cards - Graphics & Displays

My guess is that the HD4000 driver installation writes into the unsecured EDID of the LCD, but I have no idea if there is any way to reflash it. (And the Asus repair service didn't repair my laptop just with a reflash even after the problem must be very well known to them.)

Can German warranty laws help you? With all the records on the internet you can show that the error must be a design flaw.

0 Kudos
idata
Employee
1,753 Views

What devices did they list as replaced? I'd like to know on the off chance I can find somewhere to order a replacement to do myself. If it's just the LCD this might be possible, but if other components were replaced as well I can't be sure.

0 Kudos
idata
Employee
1,753 Views

Asus service informed me when they were waiting for the replacement LCD and named it as "LCD 13.3' FHD EWV SLIM EDP LED". I did not get an explicit replacement list after the repair.

If you look at the ifixit teardown of the UX32VD the LCD is directly connected to the motherboard, and they did not mention replacing that.

HWiNFO64 shows the following information about the replaced LCD:

Monitor -------------------------------------------------------------------

Chi Mei [Unknown Model: CMN1343] ------------------------------------------

[General information]

Monitor Name: Chi Mei [Unknown Model: CMN1343]

Monitor Name (Manuf): CMN N133HSE-EA1

Serial Number: Unknown

Date Of Manufacture: Week: 52, Year: 2011

Monitor Hardware ID: Monitor\CMN1343

Max. Vertical Size: 16 cm

Max. Horizontal Size: 28 cm

[Advanced parameters]

Input Signal: Digital

Color Bit Depth: 8 Bits per Primary Color

Digital Video Interface Standard Supported: DisplayPort

Display Type: Monochrome/grey scale

Gamma Factor: 2.20

[DPMS Modes]

Standby: Not Supported

Suspend: Not Supported

Active Off: Not Supported

Standard Colour Space: Not Supported

Preferred Timing Mode: Supported

Default GTF Supported: Not Supported

DFP 1.x Compatible: Yes

[Supported Video Modes]

1920 x 1080 282 x 165 mm, Pixel Clock 138.78 MHz

1920 x 1080 282 x 165 mm, Pixel Clock 92.52 MHz

0 Kudos
idata
Employee
1,753 Views

This is the article that I found about reflashing an EDID:

http://blog.komeil.com/2008/06/fixing-edid-dvi-monitors-no-signal.html Fixing EDID on DVI Monitors Showing No Signal When Windows Vista Boots - Komeil Bahmanpour

But with the UX32VD the situation is different: The display is not just locked to some standard low VGA resolution but is off already at boot time (I could see that the backlight was still active on my laptop). Maybe the HD4000 chipset detects the invalid EDID right from the start and switches the connector off.

Another thought from an article related to Komeils description: If you really want to try to reflash the internal LCD do not operate windows on the external display (VGA or HDMI), which might lead to reflashing the wrong EDID (of the external display). Connect to your windows session displaying on the broken LCD from a second computer via a remote desktop tool like VNC.

I also looked through the powerstrip forum and they were not giving any confirmation that the paid license will activate the EDID flashing functionality (and if EDID writing would work with the HD4000).

All this will be tedious and time consuming and without guarantee for success, so just swapping the LCD might be the better try.

0 Kudos
idata
Employee
1,753 Views

Ya, sounds like a replacement is my only option. I can't find that exact part anywhere online, so I'm guessing doing the replacement myself is out of the question (please let me know if anyone finds a source for this part.) So my next option is RMA to Asus, without a warranty. Does anyone know in general what costs I can expect for a non-warranty RMA including replacement/labor from Asus? And out of curiosity how long it might take them? Thanks for everyone's input by the way as this issue has not been very well documented to this point. If you have this problem please make an account and let us know here so we can be heard.

0 Kudos
TBodn
Beginner
1,753 Views

Having same issue.

What I usually do is either close the lid, wait for the sleep LED on the side to start blinking 5-10 seconds later, then open the lid again. Or press power button and wait for the LED on it to start blinking, then press it again to wake up the machine.

Seems this happens when there is a switch in power mode (and probably switch between the 2 VGA cards in the laptop), as the same happens on an HP which also has 2 VGAs of the same type.

0 Kudos
DArce
Valued Contributor III
1,753 Views

Just to confirm on this issue, even after the nVidia* and Intel(R) video drivers are uninstalled, and no external display is connected (through HDMI or any other interface)

Then you try to boot to the BIOS (not the operating system) on these systems, and you do not get any video display from the integrated LCD display of the laptop, is this correct?

One thing you may try as part of troubleshooting is updating your system BIOS. This is provided by Asus* at:

https://www.asus.com/Notebooks_Ultrabooks/ASUS_ZENBOOK_UX32VD/# support_Download_36 ASUS ZENBOOK UX32VD - Notebooks & Ultrabooks - ASUS

0 Kudos
GPim
Beginner
1,753 Views

Having the same problem with LCD after Intel HD update.

Screen just blinks 2-3 times while system loading - but screen stays black and blank.

Try to boot to BIOS with no cables or devices connected to laptop - no results.

Latest BIOS version already installed (re-flash is not possible - "You try to flash old version BIOS").

0 Kudos
DArce
Valued Contributor III
1,753 Views

Please provide the dxdiag report from your system or specify the full model and manufacturer name of the system you have, along with the drivers versions installed, and specify what happens when you roll back to the driver provided by your laptop manufacturer.

0 Kudos
CLion2
Beginner
1,753 Views

Has anyone found a solution? This just happenned to me as I was doing a fresh install of windows 7 on my UX32VD... I'm so mad that more than one year later this driver is still out there and doing so much damage! thank you intel

0 Kudos
AAlji
Beginner
1,753 Views

I have the same problem as described on Asus UX31A, HD4000 driver:

  • updated the latest driver 10.18.10.3496 while connected on external display
  • built-in LCD backlight works, but doesn't display picture in bios or in OS
  • external HDMI and VGA works normal
0 Kudos
AAlji
Beginner
1,753 Views

I suspect the EDID got corrupted somehow, is there any way to fix this without replacing the LCD?

0 Kudos
ROBERT_U_Intel
Employee
1,753 Views

All,,

Questions:

 

 

  1. Does the issue only occur on a new install of Win 7?
  2. When installing the graphics drivers, did you install the Intel HD graphics driver first and then the NVidia graphics driver second?
  3. Did you use the graphics drivers provided by ASUS specifically for your system model?
  4. When connecting a external display and looking at display properties can you see the internal laptop display listed?
  5. If you can see it listed, is it possible extend the desktop to the display and to set the resolution of the internal display to the native (default) resolution of the display?
  6. Has ASUS tech support provided any feedback on the issue, are they aware of it?

Thanks

Robert

0 Kudos
AAlji
Beginner
1,753 Views

Thanks for your reply Robert,

1. It happened od Windows 8.1, but since the driver update, LCD doesn't show anything in bios or windows, only backlight is working

2. UX31A has only Intel graphics, it doesn't have additional graphics card

3. Didn't install ASUS drivers, only Intel through Windows Update

4. It is listed in display properties

5. I can extend the desktop and set resolution on it, but still doesn't work

7. I opened support ticket on ASUS support, no answer yet

0 Kudos
AAlji
Beginner
1,753 Views

Any ideas what to do to diagnose this better?

0 Kudos
ROBERT_U_Intel
Employee
1,540 Views

This appears to be an ASUS specific issue and I would recommend working directly with ASUS support for the issue.

Thanks

Robert

0 Kudos
Reply