topic Re:Intel UHD - when open the Spotify app, cause black screen on external monitor (HDMI) in Graphics

Intel UHD - when open the Spotify app, cause black screen on external monitor (HDMI)

anjodatec — Tue, 05 Nov 2024 12:24:55 GMT

Hi,

everytime that I open my spotify app, Intel driver crashs and the external monitor (HDMI connector) goes black for almost 30 seconds and afer that time, external monitor comes back to work. - Doesn't matter the external monitor the issue is the same.

I´m using a Samsung laptop with all updates in place.

Here is some information about the environment:

#####################################

Spotify para Windows (64 bit) 1.2.49.439.gfae492c7
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SAMSUNG ELECTRONICS CO., LTD. 550XCJ/550XCR
Bios Versão P14RFH.059.240305.HC
Data 2024-03-05
SAMSUNG ELECTRONICS CO., LTD.
Modelo: NP550XCJ-XS1BR
Versão: SGLA385A0H-C01-G003-S0001+10.0.18363
Sistema operacional: Microsoft Windows 10 Enterprise (64 bits)
Versão (Compilação): 22H2 (10.0.19045)
---
Processador: Intel® Core™ i7-10510U CPU @ 1.80GHz
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NVIDIA GeForce MX110
NVIDIA Versão: 32.0.15.6603
Data: 2024-10-15
Tipo de DAC do adaptador: Integrated RAMDAC
Disponibilidade: Offline
Status: Este dispositivo está funcionando corretamente.
Localização: PCI bus 1, device 0, function 0
ID do dispositivo: PCI\VEN_10DE&DEV_174E&SUBSYS_C834144D&REV_A2\4&10D7D36A&0&00E0

Intel® UHD Graphics: Intel Corporation
Versão: 26.20.100.7870
Data: 2020-05-02
Detalhes do dispositivo: Compatibilidade do adaptador
Intel® UHD Graphics Family
Resolução: 1366 x 768
Bits por pixel: 32
Número de cores: 4294967296
Taxa de atualização - Atual: 60 Hz
Taxa de atualização - Máxima: 60 Hz
Taxa de atualização - Mínima: 60 Hz
Tipo de DAC do adaptador: Internal
Disponibilidade: Funcionando com a potência máxima
Status: Este dispositivo está funcionando corretamente.
Localização: PCI bus 0, device 2, function 0
ID do dispositivo: PCI\VEN_8086&DEV_9B41&SUBSYS_C834144D&REV_02\3&11583659&0&10

Re:Intel UHD - when open the Spotify app, cause black screen on external monitor (HDMI)

Earl_Intel — Mon, 11 Nov 2024 07:30:31 GMT

Hi anjodatec,

Thank you for posting in the communities!

To better assist you and determine the most appropriate resolution, could you please provide the needed details listed below.

May I know if the Spotify app is working fine before?
What are the changes on the system before you encounter this issue?
What is the exact driver version of your Intel UHD?
Have you tried rolling back the graphics drivers for your Intel UHD?
What version of Spotify do you have on your system?
What is the exact make and model of your laptop?
Does the issue happen on other apps?
Did you download the Spotify app on Microsoft Store, Spotify official website, etc.?

Once we have this information, we will be able to proceed with the next steps and work to resolve the issue you are experiencing. Your participation is invaluable in enabling us to provide you with the best possible service.

Best regards,

Earl E.

Intel Customer Support Technician.

Re:Intel UHD - when open the Spotify app, cause black screen on external monitor (HDMI)

Earl_Intel — Tue, 12 Nov 2024 06:56:53 GMT

Hi anjodatec,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Earl E.

Intel Customer Support Technician.

Re:Intel UHD - when open the Spotify app, cause black screen on external monitor (HDMI)

Earl_Intel — Fri, 15 Nov 2024 03:13:59 GMT

Hi anjodatec,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Earl E.

Intel Customer Support Technician.