1 2 Previous Next 26 Replies Latest reply on Mar 28, 2016 10:37 AM by EstebanC_Intel

    Intermittent scrambled display with hd 4000

    hij2001

      I have an Asus Zenbook Prime UX31A with a Core i7 3517U CPU and Intel HD Graphics 4000 running Windows 7 Ultimate 64 bit Service Pack 1, with all current updates installed.  I have been experiencing what appears to be an intermittent loss of sync on the display, which completely scrambles the image.  The only way to clear the issue is to reboot the system, after which it is always fine.  This would seem to suggest a software/driver problem.  There is no correlation with a particular task or app, idle time, suspend/resume (though it never does this coming out of resume), operating temperature, or the amount of time the system has been on.  It can run fine for weeks or have multiple occurrences within one week.

       

      I updated the original graphics driver from 2012 with the current Intel driver available from Asus which is 10.18.10.3412 dated 1/22/2014.  The Intel Driver Update Utility would not allow the installation of any drivers from the Intel site since Asus has evidently modified the driver for this system.  I'm at a loss as to what to do next.  Any assistance would be greatly appreciated.

        • 1. Re: Intermittent scrambled display with hd 4000
          hij2001

          Here's an image of the screen when the problem occurs.  Rebooting always restores proper operation.

          • 2. Re: Intermittent scrambled display with hd 4000
            joe_intel

            It would be good to determine if you get the same issue through an external display, or in safe mode, or BIOS.

            Does it occur if you move (close and open) the lid?

            Did you try updating the BIOS or contacting ASUS about this?

            • 3. Re: Intermittent scrambled display with hd 4000
              hij2001

              Joe -

               

              Thanks for the response and suggestions!  Here are the answers to your questions.

               

              1. I don't have an external display, but it did happen once when I've used the HDMI output to drive an HDTV.  Since it can go weeks between occurrences and is completely random as opposed to reproducible, I haven't remained in safe mode to check that out.  I've spent even less time in the BIOS.  Is there something specific you would suggest trying?

               

              2.  Repeated transitions from standby to resume has not created the issue.  As I said in my initial post, it never happens as I come out of standby and that is how I normally turn off the system - by closing the lid.

               

              3.  I have contacted Asus and they suggested the new graphics driver that I installed, but there are no bios updates that reference graphics.  There are two newer bios versions on their website, and I've asked whether either one of these should be installed.  Still waiting for their response.

              • 4. Re: Intermittent scrambled display with hd 4000
                Robert_U

                @ hij2001, If you want to try the latest "generic" Intel HD Graphics driver for your system, you can download it here:

                 

                64 bit version

                 

                It does not have any ASUS modifications so some display features of your system may work differently. You can always roll back to the ASUS customized driver however. Extract the win64_153332.zip to a folder on your desktop and use the following instructions to install it.

                 

                1. Login with administrator privileges

                2. Open Control Panel

                3. Open Device Manager

                4. Click on "Display adapters"

                5. Double click "Intel HD Graphics"

                6. Click on the "Driver" tab

                7. Click on "Update Driver" button

                8. Click on "Browse my computer for driver software"

                9. Click on "Let me pick from a list of device drivers on my computer"

                10. Click on "Have Disk" button

                11. Click "Browse"

                12. Navigate to the folder that you unzipped the Intel HD Graphics driver to

                13. Navigate to the Graphics sub-folder

                14. Double click the igdlh64.inf or igdlh.inf file <-- depends on if you have 32 or 64 bit OS

                15. Click "OK"

                16. Click "Next", Driver should now be installing.

                17. If successful, click "Close", Reboot.

                                                 

                Thanks

                Robert

                • 5. Re: Intermittent scrambled display with hd 4000
                  hij2001

                  Robert -

                   

                  Thanks for the suggestion and pointer to the new driver.  I had tried installing an Intel generic driver before, but when I attempted the manual install from zip, Windows wouldn't allow me to install it as the current driver was correct.  I think it was because I tried the setup file rather than the inf file per your instructions.  That enabled the install to proceed, for thanks for the detailed procedure.

                   

                  I'm up and runnning, and will provide an initial update on whether this driver improves things in a week or so, as well as whether Asus comes back with a BIOS update.

                   

                  Have a great weekend!

                  • 7. Re: Intermittent scrambled display with hd 4000
                    hij2001

                    Joe -

                     

                    Thanks for the suggestion.  I did download and run the tool and the system passed as I expected, which reinforces that the problem is most likely a being caused by a driver issue since a restart always corrects the display.

                     

                    Per my note on the 6th in response to Robert, the new Intel generic driver he suggested has been installed and running for three days without the problem occurring, so we'll see if this trend continues.  It sometimes goes for weeks without failing, so I won't know for a while if this is the fix.  

                     

                    In the interim, I also received an updated driver from Asus, but the Read Me file indicates that this was released in June last year, versus the one from Robert which was released in December.  I'll try this one if the December release doesn't resolve the issue.

                     

                    I sincerely appreciate the suggestions from both you and Robert.  I'll provide updates to this thread as appropriate on whether these suggestions resolve the issue.

                     

                    Regards,

                     

                    Howard

                    • 8. Re: Intermittent scrambled display with hd 4000
                      hij2001

                      Problem returned this morning while viewing a video.  Once again, restarting resolves it.

                       

                      I thought that I would try the latest Asus driver to replace the generic Intel driver that Robert suggested, but the Intel Graphics Installer indicated that these were older versions than what I have currently installed (which I noted based on the Read Me files in my last post).  The current drivers are HD Graphics 4000 10.18.10.4061 and Intel Display Audio 6.16.0.3131.


                      Given that the problem occurs across a number of different driver versions, and Intel Processor Diagnostic Tool indicates that the processor and chipset are fine, this would seem to point to the BIOS as the only remaining cause.  I am waiting for a response from Asus support on whether either of two more recent BIOS versions on their site is appropriate for my system.  In the interim, I restored the BIOS to all default settings per Asus Support's recommendation, although I don't recall ever making changes to the BIOS. 


                      Let's see if this makes a difference.  Stay tuned.

                      • 9. Re: Intermittent scrambled display with hd 4000
                        jd1942

                        I have the same intermittent scrambled display issue with an Asus Zenbook..  Rebooting always solves the problem.  I've noticed that when the display is in the scrambled state, it reboots when I remove the power adapter plug from the laptop.  Also, it never has gone into the scrambled state when I'm on battery power.  I'm thinking that there is some interaction with the power pack and the display.  Any advice?

                        • 10. Re: Intermittent scrambled display with hd 4000
                          hij2001

                          I've never tried unplugging the power adapter when the screen scrambles, but I've never had the system reboot when I unplug it normally.  That would be an unusual interaction. 

                           

                          I'm now sadly convinced that this is a hardware design issue with the ZenBook motherboard, most likely a race condition.  This is due to the fact that I've experienced the same issue on Windows 7 Ultimate with a variety of Intel and Asus graphics drivers, and it has continued with Windows 10 Pro and at least 2 different driver versions.  I often used the computer directly on my lap, and thought that I may have been restricting airflow and exceeding the temperature spec.  For the last several months, I place the ZenBook on a solid leather bound notepad when using it on my lap to ensure that no airflow restrictions are created, and I still have the problem.

                           

                          I'm resigned to live with this until it gets frequent enough for me to replace the system.  Despite how much I like the industrial design of the ZenBook, I doubt that I will purchase another Asus product.  I'll most likely look at a Lenovo X1 Carbon, or perhaps another UltraBook manufacturer.

                          • 11. Re: Intermittent scrambled display with hd 4000
                            EstebanC_Intel

                            Hello, hij2001:

                             

                            Thank you for your answer on this.

                             

                            My thoughts on this is that if it happens very randomly and not so frequent, it could be an issue with the screen or the connections of the screen.

                             

                            Have you checked again with the OEM support to get possible new known workaround for thiss?

                             

                            If you require any further information or support, feel free to contact the Intel COmmunities again.

                             

                            Regards,

                            Esteban C

                            • 12. Re: Intermittent scrambled display with hd 4000
                              hij2001

                              Esteban -

                               

                              Thanks for weighing in!  I don't believe that the issue is with the screen or the connections, since that would be exacerbated by moving the screen back and forth, which has never caused or resolved the issue.  In addition, when the screen loses sync, there is a motorboating sound in the audio as well, which would seem to suggest something in the chipset rather than the cabling or display.  Powering down and restarting the system resolves it without fail.

                               

                              I have been communicating with Asus support, and their best solution is to get an RMA and send it to CA with a 7-10 day turnaround.  This clearly doesn't thrill me.   My assumption is that the repair will be to replace the motherboard, which they estimate at $550 plus $50 for diagnosis and $10 for shipping.  Investing that kind of money in an almost four year old system makes no sense.  Asus suppport claims that they have no information on any design issue with this system, although others in this and other forums have had similar problems. 

                               

                              Needless to say, Im disappointed in Asus support.  Their earlier responses to this issue were always reload the OS, send it in for RMA repair, or other undesirable suggestions.  I really like the system, but I knew support was not a strength of Asus, which was fine because I can do my own support.  My solution will be to wait until the problem becomes disruptive enough that I will replace the system with something other than another Asus, since there are far more ultrabook options now than in 2012.

                               

                              If you do have any additional suggestion, please don't hesitate to share them.

                               

                              Thanks and regards,

                               

                              Howard

                              • 13. Re: Intermittent scrambled display with hd 4000
                                EstebanC_Intel

                                Hello, hij2001:

                                 

                                I understand your concern about this.

                                 

                                To narrow down the issue to the possible source of the problem we can check the following.

                                 

                                -Is this happening in an external display?

                                -Have you tested the latest drivers available for Intel® HD Graphics 4000?: Download Intel® Graphics Driver for Windows® 7*, 8.1*,10 [15.33]

                                 

                                If the issue follows the external display it could be an issue with the screen, I may say.

                                 

                                Additionally, it would be helpful if you provide us with the information requested here: Default level information for reporting Graphics issues

                                 

                                Regards,

                                Esteban C

                                • 14. Re: Intermittent scrambled display with hd 4000
                                  hij2001

                                  Esteban -

                                   

                                  Thanks for the follow-up!  See my responses inline below preceded by hj>>.  I inadvertently replied to the email rather than logging in to the community site, so I've copied and pasted my responses here.  I don't see any way to add attachements on this reply, so I will post a separate message to you with the SSU attachment.  Looks like the inline images can be opened in a new browser tab by right clcking on the icon.

                                   

                                  Any suggestions you have would be greatly appreciated!

                                   

                                  Regards,

                                   

                                  Howard

                                   

                                  On Tue, Mar 15, 2016 at 6:48 PM, EstebanC_Intel <webadmin@intel.com> wrote:

                                  Intel Communities

                                  Intermittent scrambled display with hd 4000

                                  reply from EstebanC_Intel in Graphics - View the full discussion


                                  Hello, hij2001:

                                   

                                  I understand your concern about this.

                                   

                                  To narrow down the issue to the possible source of the problem we can check the following.

                                   

                                  -Is this happening in an external display?  hj>> I haven't tried an external display for a while, but I seem to recall it doing so on an HDMI monitor one time

                                  -Have you tested the latest drivers available for Intel® HD Graphics 4000?: Download Intel® Graphics Driver for Windows® 7*, 8.1*,10 [15.33]

                                  hj>> Here is my current driver. Windows says that this is the correct driver if I automatically search for an updated driver from Windows 10.  The link you provided is a generic driver supplied with no support from Intel.  As I mentioned in my original post, I have tried multiple versions of drivers from both Intel and Asus for both Win 7 and 10, and the issue has been persistent across all driver and OS versions.

                                   

                                  Inline image 1

                                  hj>> I did download the Intel Driver update utility v2.4, and it recommended updating the graphics and ProSet Bluetooth drivers, which I tried.  The BT driver would not install, and the version of the graphics driver that installed does not appear to be the latest version, as shown below:

                                  Inline image 1

                                  hj>> We'll see if this makes a difference, but no prior driver or OS updates have.

                                   

                                  If the issue follows the external display it could be an issue with the screen, I may say.  hj>> If it occurs on both the external and internal screens, then it should be the chipset which is the only thing in common, correct?

                                   

                                  Additionally, it would be helpful if you provide us with the information requested here: Default level information for reporting Graphics issues

                                   

                                  hj>> here you go....


                                  Category

                                  Questions

                                  Answers (N/A if not applicable)

                                  Description

                                  Provide a detailed description of the issue

                                  Per our email thread and the community forum post.

                                  Does it fail every single time, or only sometimes?
                                  If you can offer a % rate please do.

                                  It occurs from one to 4 times a week

                                  Hardware (HW)

                                  Brand and Model of the system.

                                  Asus ZenBook Prime Notebook UX31A Series

                                  Serial Number´╝Ü C8N0CJ70839233E

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

                                  Intel Graphics only

                                  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)

                                  Laptop Panel, and I believe it happened once on an external HDMI display. Haven't used an external display in 18 months.

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

                                  See attached SSU file

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

                                  None

                                  Hardware Stepping (see note1 below).

                                  See screenshot below table

                                  Software (SW)

                                  Operating System version (see note2 below).

                                  See attached SSU file

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

                                  Can't find info page with these directions

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

                                  See attached SSU file

                                  SW or Apps version used to replicate the issue.

                                  Any app software - no correlation.  Browsers (Chrome or Firefox), MS Office, Windows File Explorer, etc.

                                  Configurations

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

                                  See attached SSU file

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

                                  See attached SSU file

                                  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. Not reproduceable - random




                                  ...

                                   

                                  Inline image 2

                                   

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