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Beginner
3,043 Views

Black Screen with Intel Driver on Laptop...and I know why but I can't fix

Windows did something...Updated my intel driver or updated itself and my laptop screen went black. I had teamviewer installed so I was able to log in and look around. Eventually I figured out that the intel driver created a virtual display. I can't get rid of it. I've reinstalled windows and it does the same thing as soon as I soon as I reinstall Intel drivers. I've attached a screenshot showing the problem. I've tried drivers from Acer and from Intel. Both do the same thing as soon as I install. I can disable the Intel drivers and use the basic ones windows comes with but then I can't lower the screen brightness and I feel like I'm going blind. I'd rather not have that happen. If any one has any idea I'm open to suggestions. I need my laptop.

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15 Replies
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Super User
44 Views

How about providing your complete processor model number, and laptop maker/model number?

Doc

Doc (not an Intel employee or contractor)
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Beginner
44 Views

Acer v5-573p

i7-4500u

Windows 10 Home 64 bit

Anything else?

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Super User
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Beginner
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No good. Same thing happens.

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Super User
44 Views

You may want to rollback to a checkpoint before the problem occurred.

Doc

Doc (not an Intel employee or contractor)
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Beginner
44 Views

Too late...and I tried that. I've already wiped the hard drive, reinstalled windows and every time an intel driver gets installed the same thing happens...Are you a bot, giving rote answers, by the way?

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Community Manager
44 Views

Hello Matt7598,

 

 

Thank you for contacting Intel® technical support. About the driver for the Intel® HD Graphics 4400 installed automatically by Windows® Updates, you can try blocking it. In the next link you will find useful steps on how to block the driver update: https://www.howtogeek.com/223864/how-to-uninstall-and-block-updates-and-drivers-on-windows-10/

 

 

There is also a slight chance that there is a problem with the hardware, so you can try contacting ACER® Support to troubleshoot the hardware. To check their contact information, please follow this link: https://www.acer.com/ac/en/US/content/contacts

 

 

Regards,

 

 

Xavier A.
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Beginner
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I've tried that. It's obviously not a hardware problem. Look, the problem is that the Intel creates a virtual monitor then redirects the screen there, leaving my actual screen blank. Look at the attached picture in my original post. It shows exactly what is happening. Is there any way to disable the virtual monitor? And fix this stupid problem.

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Beginner
44 Views

It seems to be the same thing as this bug:

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Community Manager
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Hello Matt7598,

 

 

I do apologize for the inconvenience. I was looking for more feedback about this issue, and I found that this currently being reported in another thread, available in the next link: https://communities.intel.com/thread/110642 https://communities.intel.com/thread/110642

 

 

In this thread, our colleagues are looking for a solution, so please post your information there. Please bear in mind that it will be better if you attach every file that you find necessary, including the DxDiag* report of your system.

 

 

To get the DxDiag* report, please follow these steps:
  1. In the keyboard, press WinLogo key + R.
  2. In the Run box please type dxdiag and hit Enter.
  3. Click on Save All Information.
Regards,

 

 

Xavier A.
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Beginner
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All of a sudden my computer is working again...no idea of why. But I have my screen back.

I replied in the other thread but here's my info as well.

Thank you for the help.

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Beginner
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The Black screen came back...sigh...And I can't fix it without uninstalling the intel driver. You people need to figure this out. How do I disable this stupid virtual display it keeps switching to??

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Community Manager
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Hello Matt7598,

 

 

I do apologize for the inconvenience. I see that you are already posting about this in the other thread. Please wait for a reply in that thread so you can be assisted properly. I am sure that they will find a solution for you.

 

 

Regards,

 

 

Xavier A.
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Beginner
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I realize I shouldn't double post but the problems they are having in the other thread aren't really related to my problem. Similar but not the same. I'd really like to get someone at Intel to tell me why a virtual display keeps getting installed to my computer or how to disable it. Everything in the other thread has to do with hyper-v/ vmware or multiple monitors being installed which is not is happening on my computer. The only reason I'm posting in that thread is because someone from intel asked me to...but my problem is not the same as the peoples in that thread.

Please take a look at my original post and the images I uploaded.

Is there anyone in this forum I can actually talk to about this problem!

Getting lumped into a forum with people who aren't having the same problem doesn't really help me at all.

Thanks

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Community Manager
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Hello Matt7598,

 

 

I understand your concern, but even if there different factors and a large amount of customers with their own systems and configuration, the issue that you are having in your system is related to the posts in that thread.

 

 

This issue is actually a known issue. That thread is currently the main thread used to gather information, and to look for possible workarounds.

 

 

At this stage, our best recommendation for you is to remain active in that thread. Since the issue has already been escalated and since Intel® is already looking for a solution, then it will be best to wait for a driver update that fixes this issue.

 

 

Please bear in mind that we do not have a due date for this future update, which is why we are recommending you to keep an eye in that thread.

 

 

Regards,

 

 

Xavier A.
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