Black (filled with windows background image) screen on submonitor HD630

[NSkib]

Hello!

We are using video surveillance software with fullscreen mode on 3 monitors, connected to HD630 (Intel i7 7th generation) with Intel HD Graphics driver version 15.60.2.4901 and after startup all submonitor's screens become filled windows background color (black in my case). Seems like the window on the screen become fully transparent, but looks like any actions on transparent window's elements is working.

Main monitor's screen stay OK.

We also reproduced that issue on HD630 on i5-7500 and i7 6-th generation with 15.60.2.4901 driver version. Driver version 22.20.16.4664 do not have this problem.

As we check, all versions newer than 4664 do have this problem.

OS: Windows 10 Pro

Could you please help with the problem?

Сообщение отредактировано: Nikita Skiba

[idata]

Hello NSkiba: Thank you very much for providing those details. We will continue with our research on this subject, as soon as I get any updates I will post them on this thread.

Any questions, please let me know. Regards, Alberto R

[Bryce__Intel]

Hi NSkiba

We're attempting replication though had some questions. Could you help answer the below in red?

Steps Given:

1. Connect security cameras
2. Connect 3 monitors to D-sub, DVI, HDMI of Onboard.
3. There are many applications, I usually use Korean video player (PotPlayer) with multi-monitors.
4. Open cameras on each monitor

Detailed Steps:

1. Connect cameras to the system
2. Connect monitors to the system
3. Update to latest Intel gfx driver
4. Install Axxon
   1. Select installation type (server and client, failover server and client, or client?)
   2. Select or deselect anything from the components section? Use default settings?
5. Install PotPlayer
   1. Use default install settings?
6. Set up PotPlayer to display live feed using what tabs or settings?

[NSkib]

Hi, Bryce

1. Install Axxon
   1. Select installation type (server and client, failover server and client, or client?)
   2. Use default settings Select or deselect anything from the components section? Use default settings?
2. Install PotPlayer
   1. Use default install settings? Yes
3. Set up PotPlayer to display live feed using what tabs or settings?
   1. Right click PotPlayer and select 'Open URL". Now paste URL of livestream into the box that appears and click OK.

[Gabriela_Intel]

Hi NSkiba,

We have been able to set up Axxon and PotPlayer using the information you have given, but we are having issues with the last step. In step 6 you stated to "Right click PotPlayer and select 'Open URL'. Now paste URL of livestream into the box that appears and click OK." Would you please explain in full detail the additional steps needed in order to get the URL for PotPlayer?

Also, if there are any other steps needed in order to replicate please list them.

Thank you,

Gabriela M.

[NSkib]

Hello, Gabriela

It doesn't matter which steps we are perform with the PotPlayer. PotPlayer works well, as any another application.

Problem is reproducing only with AxxonNext.

[Gabriela_Intel]

Hi NSkiba

I really appreciate your assistance with helping me reproduce thus far. It has been really helpful. Although, I have hit a roadblock in one of the steps to replicate. Regarding AxxonNext, can you please clarify how the program should be used or set up with the security cameras (after installation)? A video or screenshots of setting up the program(s) needed to reproduce would help significantly.

You also mentioned that the issue does not happen with PotPlayer. Can you confirm that this program does not need to be installed or used in order to see the issue?

Here are the current steps to replicate the issue based on the previous information you have sent:

1. Connect security cameras to the system
2. Connect monitors to the system
3. Update to latest intel gfx driver
4. Install Axxon
   1. Installation type is server and client
   2. Use default settings for every other setting
5. Install PotPlayer
   1. Use default settings
6. Launch Axxon
   1. Use default log in, user: root, password: root
   2. "Options" tab -> "User Interface" -> disable full screen mode -> select apply
   3. "Devices" tab -> Notice that the camera devices are recognized
   4. Select plus sign(+) to add the cameras as devices. Devices should be added and the side panel should list the cameras like the image below
   6. Select icon (shown below) to set up the camera livestream windows
   8. Open a camera livestream
7. Move the livestream to secondary monitor
8. Launch PotPlayer
   1. Right click on the screen and select "Open URL" and paste the livestream into the box that appears and click OK

[NSkib]

Thank you for your help.

Regarding the steps you describe above:

Firstly, you don't need any cameras in the VMS, issue is reproducing only with the AxxonNext GUI itself. But existence of the cameras in the VMS also do no harm to the issue reproducing.

We use PotPlayer only to be sure that other software works well. PotPlayer installation is not connected with issue reproducing.

Thank you in advance! Please ask if you need any assistance.

We could also provide TeamViewer access to the site where bug is reproducing.

[Gabriela_Intel]

Hi NSkiba,

Would you mind sending clear steps in which you are able to reproduce the issue since you have mentioned the cameras are not necessary? We have been unable to reproduce thus far and have been focusing on properly setting up the cameras with the program previously to this. A video or screenshot of setting up AxxonNext would be extremely helpful. Apologies for any inconveniences this may cause you.

[NSkib]

Apologies for the delay. Our specialists will collect required info ASAP.

[NSkib]

Hello, Gabriela!

Our specialist had recorded a video of the problem reproduction.

Thanks in advance for assistance!

[Gabriela_Intel]

Hello NSkiba,

Thank you very much for your responses. They have been helpful and we have been able to reproduce your issue in our lab. We filed a bug sighting for this issue (internal bug id: 1407264185) and as soon as there is an update we will post it here.

Regards,

Gabriela M.

[Gabriela_Intel]

Hello NSkiba,

Additional research and testing from our debug team has concluded that this issue can be reproduced without using the Intel graphics driver, therefore resulting this being an application issue. Please feel free to let us know if you have any additional questions. Hope you have a good day!

Regards,

Gabriela M.