topic Re: Display Issue When Sharing Desktop or Taking Screenshots in Graphics

Display Issue When Sharing Desktop or Taking Screenshots

AFarg — Tue, 15 Aug 2017 04:56:55 GMT

Hello All,

I have a HP EliteBook 840 G3 model number Y3Q56UC# ABA and I'm having a very odd issue with the display. After exhaustive research and troubleshooting I'm coming to these forums in hopes I do not need to reimage my laptop.

The issue is as follows. Any time I share my screen (with any program, Skype, WebEx, ect), or try to take a screenshot using any tool (SnagIt, snipping tool, or plain old 'prt scr') my display gets grossly misaligned. I have included a screenshot to show what it looks like.

I have tried the following steps:

Restarts
Driver reinstall
Touch screen disable

The only clues I have are as follows:

Issue only exists on the laptop display (everything works fine in the docking station)
Once using Skype, I was able to swipe the screen to the left and get it to move left, but it would not stay there (I thought there was maybe an issue with the touch screen, but as noted above, disabling the touchscreen did nothing)
Issue arose immediately after I unplugged a projector from the side display port
The screen works perfectly when I'm NOT sharing / taking screenshots

This issue is such a pain because I cannot share my screen with anyone when I'm in meetings. If I'm at my desk, it works fine when in the docking station, but whenever I'm just using the built in display, I have this issue.

Re: Display Issue When Sharing Desktop or Taking Screenshots

Stefan3D — Tue, 15 Aug 2017 14:46:02 GMT

When you say "driver reinstall" do you mean always the same version from https://support.hp.com/us-en/drivers/selfservice/hp-elitebook-840-g3-notebook-pc/7815294 HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support ?

Or did you try the latest generic driver ?

Do you have all of the custom software from the 1st link installed?

Re: Display Issue When Sharing Desktop or Taking Screenshots

AFarg — Tue, 15 Aug 2017 16:08:15 GMT

I was referring to the version from HP because it appeared that that was the preferred approach due to potential loss of functionality using the generic driver.

Re: Display Issue When Sharing Desktop or Taking Screenshots

idata — Tue, 15 Aug 2017 16:17:10 GMT

Hello AFargo,

I understand the picture on your display gets misaligned when you either share your screen or take a screenshot.

Let me apologize for any inconvenience this issue may be causing to you.

In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.

Regards,

Fred D.

Re: Display Issue When Sharing Desktop or Taking Screenshots

AFarg — Tue, 15 Aug 2017 16:41:03 GMT

Please find attached the requested file.

Re: Display Issue When Sharing Desktop or Taking Screenshots

idata — Wed, 16 Aug 2017 16:16:52 GMT

Hello AFargo,

Thanks for the information you sent to me.

I would like you to try updating some of the computer drivers in a specific order.

Please install this driver first, and then restart the computer http://ftp.hp.com/pub/softpaq/sp78501-79000/sp78724.exe http://ftp.hp.com/pub/softpaq/sp78501-79000/sp78724.exe

Install this other driver, and then restart the computer one more time http://ftp.hp.com/pub/softpaq/sp79001-79500/sp79254.exe http://ftp.hp.com/pub/softpaq/sp79001-79500/sp79254.exe

I would like you to try installing our generic graphics driver. If our generic graphics driver does not work properly in your computer you can reinstall the graphics driver HP* provides on their website.

Please download our generic graphics driver from this link https://downloadmirror.intel.com/26941/eng/win64_154602.4729.zip https://downloadmirror.intel.com/26941/eng/win64_154602.4729.zip

As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics 520 -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the driver with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there.

Let me know if issue persists or not.

Regards,

Fred D.

Re: Display Issue When Sharing Desktop or Taking Screenshots

AFarg — Thu, 17 Aug 2017 23:13:13 GMT

Fred,

I completed all steps in order as requested. the issue still persists. Interestingly enough, I checked after uninstalling the old driver but before manually installing the new one, and the issue was still there. Does this mean maybe its not a graphics issue?

Re: Display Issue When Sharing Desktop or Taking Screenshots

idata — Fri, 18 Aug 2017 20:19:42 GMT

Hello AFargo,

Another troubleshooting step you can perform is starting the computer in Safe Mode with Networking. When you start the computer in Safe Mode the operating system will not load the graphics driver. If the issue happens in Safe Mode as well then this might be either operating system or hardware issue. This link will show you how to start the computer in Safe Mode with Networking https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode

You can also try running the Intel® Processor Diagnostic Tool which is a utility that will run hardware on the processor. Please let me know if the test passes or not. You can download it from this link https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool

Let me know if issue happens or not in Safe Mode.

Regards,

Fred D.

Re: Display Issue When Sharing Desktop or Taking Screenshots

AFarg — Fri, 18 Aug 2017 21:29:01 GMT

No issues in safe mode, and I ran the diagnostic tool and everything passed.

Re: Display Issue When Sharing Desktop or Taking Screenshots

idata — Mon, 21 Aug 2017 16:50:08 GMT

Hello AFargo,

I am sorry to hear issue persists with our generic graphics driver.

We have used several applications like Skype, Snipping Tool and even taking screenshots, and the issue does not seem to be happening in the systems we have here.

At this point what I can recommend is contacting HP* directly so they can provide more advanced troubleshooting steps for this issue. There is a chance the operating system needs to be reinstalled, but I would like you to check other options with HP* first. This link will give you their contact information https://support.hp.com/us-en/contact-hp https://support.hp.com/us-en/contact-hp

Regards,

Fred D.