Asus UX490 "forgets" the main screen (black screen) after unwanted update (Intel HD Graphics 620)

[Florian7777]

Hi to anyone nice from the support to help me on my problem 🙂

I have an Asus UX490 Zenbook with Intel HD Graphics 620.
Since an apparently automatic Windows update (I wasn't able to avoid), my graphics get completely crazy.

The system now "forgets" regularly (several times a day, and systematically when shut down or after sleep mode) the integrated, laptop main screen and displays only on my (2nd) external screen. It displays "no other screen can be detected" and the fn+f8 does not operate... though if I profoundly shut down (3 "on/off" consecutively), it may display again on the integrated screen (so nothing broken here, definitely a software problem)... till the next oblivion (a few hours later or a sleep mode), where only the external screen is detected and works.

Terrible !

I have tried a lot of things : restart with safe mode, deactivate, uninstall and reinstall the most recent graphics drivers (31.0.101.2115 or 31.0.101.2125), the basic Microsoft driver, nothing works !!

Frankly, this is not acceptable.

Please help me get back to decent graphics.
Best regards

[Jocelyn_Intel]

Hello, @Florian7777  

Thank you for posting on the Intel® communities.  

I understand that you are having issues with the screen of your laptop, I will do my best to assist you here. 

Please answer the following questions so we can have a better perspective of this problem: 

1. How is external monitor connected? Is it a straight connection (e.g. HDMI to HDMI) or are you using adapters? 
2. Does this issue happen with another monitor? 
3. What is the resolution and refresh rate set in Windows settings?  
4. Have you tried different scales and resolutions?  
5. Please attach the IGCC and Intel SSU reports so we can see more information about your system: 

Intel® Graphics Command Center (IGCC) 

Steps to get the report: 

Go to Intel Graphics Command Center. 

Click on the "?" Icon or "Support" tab on the left bar. 

Go to the "System Diagnostic" Tab. 

Click on the "Generate Report" option. 

Intel® System Support Utility (Intel SSU) 

Note: Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Florian7777]

Thank you so much Jocelyn for the support

Here are the answers and attached docs

I recall that my laptop is a Asus Zenbook U490UA

1. How is external monitor connected? Is it a straight connection (e.g. HDMI to HDMI) or are you using adapters? 
   ==> through a usb-c/thunderbold port with adapter. I've tried 2 different adapters (one being an official Asus) and the problem is the same
2. Does this issue happen with another monitor? 
   ==> I don't get your point. External monitors (I've tested 2, yes) work fine. The problem is my main, "integrated" monitor of the laptop that is not recognised any more and doesn't display
3. What is the resolution and refresh rate set in Windows settings?  
   ==> on my external monitor, it is 1920x1080 as recommended. I can't see the refresh rate (see reports).
   I don't know about my main laptop screen as it does not display anymore
4. Have you tried different scales and resolutions?  
   ==> on the external screens yes, but it doesn't change anything.
   On my internal laptop screen, impossible as it refuses to display
5. Please attach the IGCC and Intel SSU reports so we can see more information about your system
   ==> done
   
   I recall that, since the problem occurred on the 12th of december (after an automatic, not sollicited Windows update), I've restarted many times in safe mode, uninstalled the most recent updates, uninstalled the HD Graphics 620 drivers and installed older drivers, reboot wit Win+Shift+Ctrl+B etc and nothing works. The main integrated laptop screen stays black.
   In addition, now, my laptop that was always cool and with limited fan now heats a lot and runs fan high. I've used antivirus, Windows Defender that say everything's fine. Far from it !!!
   Thanks for your coming support. I'm not an IT guy

[Jocelyn_Intel]

Hello, @Florian7777  

Thank you for the information provided. 

Does the issue happen when you use a straight connection, without any adapters?  

Intel does not recommend using any kind of adapters and can not guarantee 3rd party products/adapters will work as expected: Using Video Cable Adapters, Splitters and/or Docking Stations in Computers not Manufactured by Intel 

Also, try a Clean installation of your graphics drivers, using the latest graphics driver from your System Manufacturer. If it doesn't work, please try this step using the latest Intel graphics driver. Please follow the order described and check the notes: 

Note #1: Make sure to check you have all the Windows updates before doing the driver installation. Also, make sure to do this step disconnected from the internet (wi-fi or wired connection) since Microsoft updates drivers automatically and prevents doing the clean installation successfully. 

Note #2: We recommend checking with your System Manufacturer and using the driver software provided by them to avoid potential installation incompatibilities. Intel supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the graphics driver software or software packaging. 

Note #3: In case you had to use the Intel driver, please find the instructions on how to install the driver in this article: How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11*. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Florian7777]

Thank you so much Jocelyn for your time and support !
But you don't seem to get that my issue is with the INTERNAL (main) (not working), NOT EXTERNAL screen (that works). So I don't get the point with the adapter.
And as I mentioned already, I've updated and reinstalled the graphies drivers, without any success.
Not the fault seems intermittent, which is even worse for diagnosis. Sometimes the internal screen works, sometimes not. Provoking sleep mode (not close down) and re-woking seems to help sometimes.
But it is still terrible and not reliable.
Thanks for your coming help

[Jocelyn_Intel]

Hello, @Florian7777  

Thank you for your reply. 

Just to confirm, does the same issue happen when there are no external monitors connected? Is the same behavior? 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Florian7777]

Same, intermittent (80% of the time) fault. With or without plugging an external screen, the internal screen does not display anything.
Thanks

[Jocelyn_Intel]

Hello, @Florian7777  

Thank you for your confirmation on this. 

Based on the fact that the external monitors work well, but the built-in screen fails with or without external monitors connected to the laptop, we think that this is probably an internal connection issue with the built-in screen. 

We recommend you contact your System Manufacturer for further assistance or inspection of the built-in screen, to make sure its connection inside is okay. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Florian7777]

Dear Jocelyn,
I very much doubt it is an internal connection failure because :
1) the problem has started without touching anything on the laptop. After exiting a sleep mode (and an unsollicited Windows/Intel update)
2) the built-in camera works fine for visioconférence, and I think they share the same connection
3) the built-in screen still often display a very dark light, but there is obviously energy inside... just that it does not display what is supposes to be displayed
4) the 10-20% of the time when it works, the built-in screen works perfectly, no image quivering or strange coloring.
The fact that the built-in screen works or does not work with on/off buttoning or sleep mode/awakening implies to me it is definitely a software/drivers problem.
Please help. Maybe you have other colleague/experts that can help ?
I find very much annoying that a perfectly working product stops to operate due to unsollicitated upadates from the providers.
Best

[Jocelyn_Intel]

Hello, @Florian7777 

We understand your point of view and your frustration about this issue. 

However, the fact that sometimes work or other features work, doesn't mean that the built-in screen is not failing. 

If there was a problem with the driver, the issue would happen also with the external monitor or the issue would have been present with the external monitor only, but that was not the case. The built-in screen is failing with or without external monitors, but the external monitors work fine, indicating that there is something off with the built-in screen. 

Our recommendation for you is to contact your System Manufacturer for further assistance or inspection.  

Since this has to be reviewed by your Manufacturer, this thread will no longer be monitored. If you need help with other matters or issues, we encourage you to reach out and we will gladly assist you.

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Florian7777]

Dear Jocelyn

indeed, this is not an answer that can satisfy me.
I'm currently typing on my laptop and the built-in screen works fine. But if it happens like the 15 last days, the built-in screen will fail the next shutting down or sleeping mode.
As I mentioned, EVEN WHEN THE BUILT-IN SCREEN does not display a proper display, you can see "dark light" on it : so there is energy, there is connection -- just that it doesnt't "know" what to display (or does not receive the right signal) ==> sign of a software/driver issue, not hardware -- or please explain me how and why.
Sorry but it is too easy to address me to the "system manufacturer" for a product off-warranty, even if young (4 yrs) based on its premium price.
Still very much looking forward for a help -- and not closing this thread. Thanks

[Florian7777]

As a new example: currently, I'm typying this message only with my built-in screen - which currently works perfectly - but I have needed 5+ attempts to do it, letting the computer in the sleep mode and rewaking it several times to get the built-in screen work, with the bonnet open, so without touching anything...
==> It appears clearly it is not a physical, plug-in connection issue, but definitely a software-based issue. Once again, that has started after and unsollicited update from Windows.
It is incredible that the provider destroys a prefectly-working product.
I still need help to solve this bloody issue that impairs my productivity and budget on a relatively new (4 yrs), premium computer that should not be subject to programmed obsolescence by international providers.

Thanks for maintaining this thread alive and maybe find other contributors that may help.