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Black screen during Intel Graphics driver enabling

Anujsingapore
Beginner
199 Views

Hi

My Dell Inspiron 5459/5559 was giving flickering issues. I have got the display cable changed and since then facing very peculiar issue.

When the Intel Graphics 520 is enabled, the display in BIOS (Dell splash logo) remains in laptop screen, but immediately once system enters WIN 10, laptop screen blacks out but lights, fan are working. I happened to connect an HDMI cable to external monitor, only to realise the display moves to the external monitor, while the laptop screen is still blank....
Also, some other observations:

- No option to adjust brightness slider in windows
- No option to extend/ duplicate screen

This makes be believe it is a software issue, not hardware.

The only fix I seem to find is in 2 situations:

SAFE MODE BOOT
DISABLE INTERL GRAPHCS 520 IN DEVICE MANAGER

Ive tried updating both the drivers for Intel and AMD, resetted Windows but nothing works. Below is the system info.

Many thanks
Anuj

OS Name Microsoft Windows 10 Enterprise
Version 10.0.19043 Build 19043
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name ANUJ
System Manufacturer Dell Inc.
System Model Inspiron 5459
System Type x64-based PC
System SKU 06B2
Processor Intel(R) Core(TM) i5-6200U CPU @ 2.30GHz, 2401 Mhz, 2 Core(s), 4 Logical Processor(s)
BIOS Version/Date Dell Inc. 1.9.0, 07-09-2020
SMBIOS Version 2.8
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Dell Inc.
BaseBoard Product
BaseBoard Version
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume2
Locale India
Hardware Abstraction Layer Version = "10.0.19041.1151"
Username ANUJ\DELL
Time Zone India Standard Time
Installed Physical Memory (RAM) 8.00 GB
Total Physical Memory 7.89 GB
Available Physical Memory 6.12 GB
Total Virtual Memory 9.77 GB
Available Virtual Memory 8.11 GB
Page File Space 1.88 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualisation-based security Not enabled
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualisation Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

0 Kudos
3 Replies
Alberto_R_Intel
Moderator
178 Views

Anujsingapore, Thank you for posting in the Intel® Communities Support.


In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

What is the model of the external monitor?

Is this a new computer?

When did you purchase it?

Are you using adapters or converters to connect the external monitor to the laptop?

Was it working fine before with this same monitor and this same laptop?

When did the issue start?

Did you make any recent hardware/software changes?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
155 Views

Hello Anujsingapore, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
131 Views

Hello Anujsingapore, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.


Regards,

Albert R.


Intel Customer Support Technician


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