topic Re: Screen goes black when watching video (HD 620) in Graphics

Screen goes black when watching video (HD 620)

MSchr10 — Mon, 24 Sep 2018 23:56:28 GMT

In both Edge and other UWP apps (Netflix, Feedback Hub), I've experienced the screen going black when watching video. I haven't figured out how to reliably reproduce this issue but it happens all the time and more often than it doesn't. The video's sound continues to play but the screen remains black. I can escape the black screen by using Win+D to return to the Desktop. If I then resume the minimized, offending app it continues to happen until I eventually close the app and try again. If I'm able to scroll the video out of the viewport that also seems to fix it (at least for a little while). This happens on the built in screen and also on an external monitor. I'm currently running version 24.20.100.6136 of the Intel® Graphics Driver for Windows® 10 but I've also tried Version: 24.20.100.6286 (Latest) and experienced the same issue.

Windows 10 Pro

1809 - 17763.1

Surface Laptop

Core i5-7200U CPU @ 2.50 GHz 2.71 GHz

Ram: 8GB

Re: Screen goes black when watching video (HD 620)

idata — Tue, 25 Sep 2018 16:52:26 GMT

Hello, schrags08. Thank you for your joining the Intel Community.

I can see that the version of Windows 10* (1809) is not supported by the Intel® HD Graphics drivers (cf. Readme of the drivers https://downloadmirror.intel.com/27892/eng/ReadMe.txt 6136, https://downloadmirror.intel.com/27988/eng/ReadMe.txt 6286, Operating System section.).

Please install use a supported Windows 10* version and test the applications you are having issues with.

If this troubleshooting step provided above does not work for you, please share with us the information requested in the following link: /thread/77761 https://communities.intel.com/thread/77761

Antony S.

Intel Customer Support Technician

Under Contract to Intel Corporation

Re: Screen goes black when watching video (HD 620)

idata — Mon, 01 Oct 2018 19:17:59 GMT

schrags08,

If you need further assistance let us know.

Amy C

Intel Customer Support Technician

Under Contract to Intel Corporation

Re: Screen goes black when watching video (HD 620)

MSchr10 — Mon, 01 Oct 2018 19:45:26 GMT

Thanks. It appears all I can do is wait for a new driver version once the October 2018 Update is released and then leave the Windows Insider program because it regularly causes issues with the HD 620.

Re: Screen goes black when watching video (HD 620)

idata — Tue, 02 Oct 2018 18:57:36 GMT

Let us know how it goes.

Amy C

Intel Customer Support Technician

Under Contract to Intel Corporation