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Beginner
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Black Screen after HD 620 driver update

Hi,

Yesterday through the Dell Update Tool I had the following driver installed:

Intel HD Graphics 620

After installation I got a black screen (back lit) whenever Windows kicked in - I could go into safe mode and uninstall the driver with no issues and this would resolve the problem, but if Intel, Windows or Dell tried to do an update it got reinstalled and the same problem occurred.

I have downloaded the driver from both Intel and Dell using their tools with the same issue - any help would be greatly received.

Some system details below:

Dell Vostro 15 5568

Windows 10 Pro

64-bit

i5 7th Gen 7200u @ 2.50 ghz 2.70ghz

Thanks Nick

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6 Replies
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Community Manager
225 Views

Hi NickC9P,

 

 

I understand you are trying to install graphics drivers for your computer model Dell Vostro 15.

 

Let me help you with this matter.

 

 

Based on the problem description it seems to be Windows® registry problem.

 

 

Please try installing the graphics drivers manually to see if the computer will accept generic drivers

 

https://downloadcenter.intel.com/download/27199/Graphics-Intel-Graphics-Driver-for-Windows-15-47 https://downloadcenter.intel.com/download/27199/Graphics-Intel-Graphics-Driver-for-Windows-15-47-

 

Download the zip version and follow instructions https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html here

 

 

Please let me know your findings.

 

 

Regards,

 

Allan J.

 

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Beginner
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Hi Allan J.

I was able to install the zip in the link below but after the installation my screen has gone blank again.

If I go into safe mode there is no issue and if I remove this driver and uninstall the device I have no issues (Other than degraded graphics)

On the advice from Dell I have restored my machine, Factory reset it and just now carried out a clean install, all work up to the point the driver install kicks in

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Community Manager
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Hi NickC9P,

 

 

Thanks for the update on this matter, this is really unfortunate. I am thinking this could be a problem with the graphics frequency once operating system is loaded and graphics drivers is installed.

 

Also, image failure, could you check with Dell to see if possible to obtain different Windows image?

 

Test driver version https://downloads.dell.com/FOLDER04248015M/1/Intel-HD-Graphics-520-620-Driver_N3H99_WIN_21.20.16.462... 4627, this is offered by Dell.

 

 

Regards,

 

 

Allan J.
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Beginner
225 Views

Hi,

Thanks for this, I've sent your recommendation to Dell but they still have me testing different drivers, Clean install of windows on the machine and disabling start up systems.

Each driver causes the same issue and I get a black screen...and because Dell wanted to know...the caps lock light doesn't work when the black screen happens.

I think I'm going to have to accept this is unlikely to get resolved and send the machine back to Dell.

Nick

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Community Manager
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Hi NickC9P,

 

 

I think the best option would be checking for possible software or hardware issue on this computer the Dell. Sorry for the trouble, the computer seems to be really nice.

 

 

Regards,

 

Allan J.
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Beginner
225 Views

I'm dealing with the same problem. Did you find a solution or it was necessary to send the machine back?

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