topic Re: HD630 Slow Wake from Sleep in Graphics

HD630 Slow Wake from Sleep

FBald1 — Sun, 26 Nov 2017 21:18:56 GMT

Recently my Laptop (Dell 7567) starting having an issue in which it would take a long time to wake up from Sleep (Windows 10).

The power button would turn on as would the backlight from the keyboard but I just got a black screen that could last anywhere from 20 seconds up to a minute.

After some online research I decided to try to roll back the drivers on my HD630 to the previous version and it instantly solved the issue. I tried reinstalling the newest drivers but it only made the problem come back.

Anyone experiencing similar issues? Is there some fix?. I like to keep my computers up to date but as someone who mainly uses Sleep mode (almost never turn off the Laptop) I will have to continue using the old HD630 drivers for now.

Thanks

Re: HD630 Slow Wake from Sleep

idata — Tue, 28 Nov 2017 16:02:59 GMT

Hi Fbh,

I understand that waking up the computer is taking from 20 to 60 seconds. This is really strange but let me try to help on this matter.

I will need to try to replicate this issue, in the meantime I need the version of the graphics drivers you experienced this problem.

If possible, please run the https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Intel® System Support Utility for Windows* and attach the results.

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

Thank you for your time.

Allan J.

Re: HD630 Slow Wake from Sleep

idata — Mon, 04 Dec 2017 15:16:27 GMT

Hi Fbh,

Were you able to gather the system information? I need additional details about your hardware, this will help isolate this issue.

Allan J.

Re: HD630 Slow Wake from Sleep

FBald1 — Tue, 05 Dec 2017 12:08:06 GMT

Hi Allan.

Sorry, I've been busy with work

I'm attaching the results from the System Support Utility.

Keep in mind that this info is from my Laptop in it's current state. So the Intel HD drivers aren't up to date (since updating make the issue appear)

Thanks

Re: HD630 Slow Wake from Sleep

idata — Tue, 05 Dec 2017 16:45:08 GMT

Hi Fbh,

Thank you for the report. I appreciate the time you took to get this information.

I would like to confirm if this issue happens with driver version 4849

https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=98909 https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=98909

I recommend loading the driver manually, please bear in mind our drivers are generic and they may or may not have features supported by your computer model.

Follow step by step instructions to install the driver manually https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html here

Regards,

Allan J.

Re: HD630 Slow Wake from Sleep

idata — Tue, 12 Dec 2017 17:53:02 GMT

Hi Fbh,

Were you able to install the driver manually? Please let me know your findings.

Thank you for your time.

Allan J.

Re: HD630 Slow Wake from Sleep

FBald1 — Sat, 06 Jan 2018 19:05:14 GMT

Hi.

Sorry it has taken me so long to answer.

No, I wasn't able to install the drivers. As I try to run the .exe I get an error message saying that the drivers aren't for my computer and I should use the ones provided by the manufacturer.

Also, after the latest windows update my issue has gotten worse since now it somehow auto installed the newest drivers and I'm unable to roll back to the previous version (which temporarily fixed the issue). When I go to properties - drivers the "roll back to previous version" option is now greyed out.

Any other suggestions? It really sucks that my Laptop is currently locked in state where it takes up to minute to wake up from sleep

Re: HD630 Slow Wake from Sleep

idata — Mon, 08 Jan 2018 18:05:45 GMT

Hi Fbh,

You can try contacting Intel customer support directly and we can have a remote session to try to install the graphics driver manually.

Please contact us via chat at http://intelsupportchat.force.com/icslivechat/ics_tech_graphics_ww_english_Chat http://intelsupportchat.force.com/icslivechat/ics_tech_graphics_ww_english_Chat

Try copying and pasting the link above in a separate window.

Regards,

Allan J.