13 Replies Latest reply on Feb 29, 2016 12:11 PM by ivanu_intel

    Windows 10 + Intel HD 520 + Screen Share = Crash

    GlenLipka

      It's an XPS 13. Brand new, top of the line laptop.

      Whenever I try to screen share (join.me or gotomeeting or zoom) the screen flickers black and then crashes. I have to hard reboot.

       

      Intel HD Graphics 520 Driver: 15.4352

       

      Ive tried to use the intel drivers (manually) and the Dell latest drivers. Nothing helps.

       

      Please help me, thank you.

       

        • 1. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
          ivanu_intel

          Hello GlenLipka,

           

          Thank you for joining the Intel communities.

           

          I’m sorry about the problem you’re having, please installing the Beta driver from the Intel website to see if that driver can solve your problem, you can download it at the following link:

          Download Intel® Beta Graphics Driver for Windows® 7/8.1/10* [15.40]

           

           

          Best regards,

          • 2. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
            GlenLipka

            Doesnt work. Just updated to latest build of windows. Still crashes.

            • 3. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
              ivanu_intel

              Could you please fill out the information at the following link and post it here:

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

              • 4. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                GlenLipka

                ok

                 

                Category

                Questions

                Answers (N/A if not applicable)

                Description

                Provide a detailed description of the issue

                screen share crashes os, seems to go into a loop of resolution confusion

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

                100% of the time

                Hardware (HW)

                Brand and Model of the system.

                XPS 13  9350

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

                no

                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 and EFP. EFP is samsung

                Amazon.com: Samsung 32" WQHD LED Monitor (S32D850T) -

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

                8g

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

                EFP connected via USB Type C 3.1 adapter

                Hardware Stepping (see note1 below).

                note1.png

                Software (SW)

                Operating System version (see note2 below).

                attached

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

                graphicsInfo.png

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

                 

                SW or Apps version used to replicate the issue.

                 

                Configurations

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

                extended

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

                laptopdisplay.png

                 

                samsungDisplay.png

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

                AC - plugged in

                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. windows 10 fast ring - currently 14251
                2. launch gotomeeting, or join.me or google hangouts or other screen sharing
                3. start sharing. screen goes black, never recovers, sometimes you can see mouse
                4. In join.me it doesnt start failing until someone tries to view, then it fails.
                • 5. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                  ivanu_intel

                  Thank you, please let me investigate a little more to see how we can help you, also it will be a good idea to let know your system manufacturer about this problem because your graphics driver most likely it is a customized driver and they can also give you more assistance.

                  • 6. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                    GlenLipka

                    Build 14257, still crashes when screen sharing. Come on, this has been taking forever.

                    • 7. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                      ivanu_intel

                      I tested join.me, gotomeeting or zoom and I did not have any problems, no flickering. I tested it with a DELL Inspiron 5559 which it has the same processor as yours Intel® HD Graphics 520 but I did not experience this problem.

                       

                      Try uninstalling the driver and restart your system and then reinstall the driver

                      Uninstalling the Intel® Graphics Driver and Intel Display HDMI Audio...

                       

                      Did you notify your system manufacturer about this issue?

                       

                      Does anybody else who can access this thread have this problem?

                      • 8. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                        GlenLipka

                        I tried different drivers, uninstalling numerous times. The dell xps 13 is a 4k high resolution laptop screen, does that have an effect? It crashes whether I have a monitor plugged in or not.

                         

                        I notified Dell and microsoft and you guys.

                         

                        When you tried join.me did someone else join your screen? For me, it doesnt crash on join.me until someone else joins. They dont see the screen.

                        • 9. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                          ivanu_intel

                          Yes I tested it with one of my co-workers and I did not see any issues, I did share the screen and I took mouse and keyboard control over the other PC and it worked fine. Could you please provide us with a picture or video of the issue if it is possible?

                           

                          About the 4k monitor I don’t see why that can be an issue, you can also try with different refresh rates from the Intel® HD Graphics Control Panel and different resolutions.

                          • 10. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                            GlenLipka

                            I shut the computer down, disconnected all peripherals including the monitor. The res was 4k on the laptop. I had the text/icon scaling up to 250% normal. Screen sharing worked.

                            Then I plugged it into my monitor. The scaling was all messed up on the monitor. The setting said 100%, but the UI was clearly at 250%.  Everything looked huge. So I signed out and signed back in. Now the left monitor was 100% and the laptop (right) was 250%. I tried to screen share again and it froze my screen completely. (Hard reboot)

                             

                            This is repeatable.

                             

                            No second monitor or peripherals from a cold boot can screen share.

                            A second monitor can not screen share.

                             

                            You said something confusing. "I did share the screen and I took mouse and keyboard control over the other PC and it worked fine"  You understand that I am trying to show MY screen, not theirs, right? If you took over their screen then you were not showing YOUR screen. That is the problem. I need to present my screen.

                            • 11. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                              ivanu_intel

                              I have tried this several times and I shared the screen with different computers and I did not experience any problems at all.

                               

                              Have you try reinstalling your driver from your system manufacturer website?

                              The computer I used uses the manufacturer driver and the generic driver from Intel.

                              • 12. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                                GlenLipka

                                OK, I wiped the hard drive (ugh) and reinstalled windows and dell drivers.

                                I did NOT turn on the fast ring.

                                Currently, it is working and not crashing. (12 hours without a crash)

                                 

                                So the problem is either a corrupt driver that wouldn't go away or something in one of the fast ring builds causing problems.  I want to be on the fast ring, but maybe I just need to give up on that for this laptop.

                                • 13. Re: Windows 10 + Intel HD 520 + Screen Share = Crash
                                  ivanu_intel

                                  I’m glad that is not crashing right now and I hope you can have a better experience from now on.

                                  Are you able to try contacting the developers of the software developers to see if they have heard anything about it and maybe they have some workaround?