topic Re: extra (nonexistent) displays showing after Windows Update in Graphics

extra (nonexistent) displays showing after Windows Update

idata — Tue, 13 Dec 2016 04:18:37 GMT

After a Windows update on or around 11/2/2016, my laptop began to have issues connecting to external displays in extended mode. There are now 4 extra displays represented in the device manager and display settings. I can no longer open the intel HD graphics control panel either.

The "broken" driver is 20.19.15.4531. Installing an older driver works, however auto-updates keep installing and re-upgrading to the broken driver.

This is a Dell Precision M3800 laptop.

This seems to be the same issue as the two following items:

Please advise a fix for this recurring and seemingly unavoidable issue.

Thanks,

-Nicole

Re: extra (nonexistent) displays showing after Windows Update

idata — Tue, 13 Dec 2016 21:12:15 GMT

Hello nhushka,

I require some information from your system to assist you with this case, please check the following indications:

1. Provide me with a screenshot of the issue you are seeing related to the displays

2. Provide me with the SSU report from your system.

How to get the SSU report?

The Intel® System Support Utility is a tool that gathers up the information I require to analyze the issue and then give you some recommendations to fix it

Steps to get the report:

-Access: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

-Download the utility

-Scan your system with the utility

-Export the report (hit next and then save) and attach it to your answer with the advanced editor option (reply button and then check upper right corner)

Thanks,

Esteban C

Re: extra (nonexistent) displays showing after Windows Update

idata — Thu, 22 Dec 2016 18:37:48 GMT

nhushka, if you still require assistance on this matter, please reply with the information requested above, with this information we will be able to have a better look at your case.

Regards,

Amy.

Re: extra (nonexistent) displays showing after Windows Update

idata — Thu, 12 Jan 2017 00:06:47 GMT

Hello nhushka,

I just wanted to verify if you still require support for this matter.

Regards,

Esteban C

Re: extra (nonexistent) displays showing after Windows Update

idata — Thu, 12 Jan 2017 03:32:16 GMT

Yes, I do still need support. This driver is still an issue for me. My apologies for the delay. Please find the screenshot and SSU report attached.

-Nicole

Re: extra (nonexistent) displays showing after Windows Update

idata — Thu, 12 Jan 2017 17:06:18 GMT

Hello nhushka

I went ahead and tried to replicate what you are experiencing.

This is the hardware and software used:

-OS: Windows 10* Pro Build 14393

-CPU: Intel® Core™ i7-4702HQ Processor

-iGPU: Intel® HD Graphics 4600

-Driver: 20.19.15.4530 downloaded from: http://intel.ly/2dqPEow http://intel.ly/2dqPEow

-dGPU: NVIDIA GeForce GT 750M (disabled during the tests)

-Model: Dell XPS 15 9530

Compared to yours:

-OS: Windows 10* Pro Build 14393

-CPU: Intel® Core™ i7-4702HQ Processor

-iGPU: Intel® HD Graphics 4600

-Driver: 20.19.15.4531

-dGPU: NVIDIA Quadro K1100M

-Driver: 21.21.13.6909

-Model: Dell Precision M3800

This is what I did:

1. Installed 4530 driver

2. Installed all windows updates

3. Graphics driver after installing updates: 20.19.15.4531

4. Checked if more than one display was recognized, no, only the built-in display was there

5. Checked if the control panel opened, it did

6. Connected a second screen, which worked fine

7. Windows finished installing updates, restarted the laptop and was woking fine

8. Enabled the dGPU (NVIDIA GeForce GT 750M) which had the drivers: 21.21.13.7254

9. Updated NVIDIA drivers to 21.21.13.7633

I was not able to replicate the issue here, the correct number of displays was recognized at all times.

Recommendations:

-Use the have disk method to install driver: 15.40.28.4501

-Update the NVIDIA card to the latest driver: http://www.nvidia.com/download/driverResults.aspx/113024/en-us http://www.nvidia.com/download/driverResults.aspx/113024/en-us

Have disk method:

1. Access the device manager and look for display adapters

2. Right click and select update driver for Intel HD Graphics 4600

3. Select "Browse my computer for driver software"

4. Select "Let me pick from a list of device drivers on my computer"

5. Click on "Have Disk" and find the .zip driver folder downloaded

6. Go to "Graphics" folder and select the .inf file and hit open then ok

7. Select Intel HD Graphics 4600 under "model" and hit next

Driver to be downloaded: https://downloadcenter.intel.com/download/26229/Intel-Graphics-Driver-for-Windows-10-15-40-4th-Gen-?product=81496 https://downloadcenter.intel.com/download/26229/Intel-Graphics-Driver-for-Windows-10-15-40-4th-Gen-?product=81496

I have attached the graphics reports from the system that I have used for the tests, one with the old graphics drivers from NVIDIA and the other with the updated graphics drivers.

Please let me know how it goes.

Regards,

Esteban C

Re: extra (nonexistent) displays showing after Windows Update

idata — Tue, 17 Jan 2017 20:52:01 GMT

Hello nhushka,

I would like to find out if you were able to proceed with the instructions provided in my last answer.

Please let me know how it went.

Regards,

Esteban C

Re: extra (nonexistent) displays showing after Windows Update

idata — Wed, 25 Jan 2017 16:14:47 GMT

Hello nhushka,

Would like to check if you still require support for this matter.

Regards,

Esteban C

Re: extra (nonexistent) displays showing after Windows Update

VHeld — Mon, 06 Feb 2017 12:59:41 GMT

Hello Esteban,

since nhushka didn´t answer i use the opportunity to add to this thread.

I am administering about 300 notebooks in our environment and recently we have begun to experience this exact same problem.

Most of the system are Fujitsu Lifebooks E554/E556 with an i5 and at minimum 1 extra display attached using the native displayport of both the notebook and the screen (Samsung S24C650PL).

All with the latest feature update of Win 10 (Enterprise 1607 Build 14393.693)

From a nuisance this has become a serious everyday workload, to a point where i consider opting (at least for a test) for amd proc based GPUs.

None of you above suggestions works to solve the problem of multiple, non-existent montiors, that prevent the correct usage of the actual one at times.

Uninstalling both the GPU and the fake monitors (with driver removal if possible) will only result in the same devices being auto-detected again.

Preventing Windows from auto updating the driver does not help either. You can install older versions but the issue isn´t solved that way.

Tested by going back as far as driver version 29.09.2016 (20.19.15.4531) this issue still exists.

This even suggests it may be a general windows problem.

Re: extra (nonexistent) displays showing after Windows Update

idata — Tue, 07 Feb 2017 17:07:27 GMT

Hello Bitheld,

Would you please let me know if you have Hyper-V enabled in your systems?

Regards,

Esteban C

Re: extra (nonexistent) displays showing after Windows Update

VHeld — Wed, 08 Feb 2017 00:15:51 GMT

Hello Esteban,

yes Hyper-V is indeed enabled on the systems where issue exists.

Trials with driver version 15.40.4.64.4256 from 8/5/2015 have resolved the issue.

Further investigation revealed that the last "good" driver version was 15.40.25.4463 from 06/17/2016.

Regards

Re: extra (nonexistent) displays showing after Windows Update

idata — Wed, 08 Feb 2017 20:14:17 GMT

Hello Bitheld,

I just sent a PM to you. Please check your inbox.

Peers nhushka , this is related to Hyper-V and we are working on this. If the feature is not required (for virtualization purposes), you can disable it as a troubleshooting step and let us know the results.

Regards,

Esteban C

Re: extra (nonexistent) displays showing after Windows Update

RonaldM_Intel — Thu, 09 Feb 2017 22:44:20 GMT

Hello Everyone,

I would like to let you know that the following issues show as fixed in our latest 15.40 internal build:

1. Multiple non-existing monitors show up when Hyper-V is enabled.

2. Graphics Control Panel is not available when Hyper-V is enabled.

We appreciate your patience while we post this new driver on DownloadCenter.intel.com.

I'll update the following thread once the driver is officially released:

/thread/110642 https://communities.intel.com/thread/110642

Kindest Regards,