Boot Video Problem

[just-M]

I have a Dell XPS 8940, Intel I7-11700 processor using the on board Intel UHD 750 onboard graphics. The Firmware and all Intel Drivers have been updated from the Dell website to the latest version as of July 9, 2024;

Bios - 2.20.0,2.20.0
Graphics: 31.0.101.4953

When the system starts after a [shift] SHUTDOWN there is no video problem; but after a RESTART when running a “Microsoft Defender Offline” scan or during the the boot process the video is badly distorted an d pulses on briefly then off for a while then repeats briefly on then off for a while and so on. However after the RESTART boot brings up the Windows 11 signon screen the video is rock solid with no problems.

Do you have suggestions on how to fix this?

Thanks

[AlfredoS_Intel]

Hi Just-m,

Thank you for posting in Intel Communities.

Given the different observations of the issue that you have posted, you seem to have a strange issue. Please allow us to ask the following questions, so we can provide you effective suggestions:

1. Was the system behaving like this before? If no, do you remember maybe an update or change in the system that could have started it?

2. Did you already try standard troubleshooting? (Example: reseating the cables, removing the flea power from the monitors and displays, etc.)

3. It would really help us if we can get more information about your system. Please download and run our Intel® System Support Utility from this page. To run it, please press "Scan". After the scan is finished, click next and there will be a save button, giving you an option to save the logs to a text file, please do so and attach the file on your reply. You can refer to How to get the Intel® System Support Utility Logs on Windows for instructions.

Best Regards,

Alfred S

Intel® Customer Support Technician

[AlfredoS_Intel]

Hi Just-m,

I wanted to check if you had the chance to read the questions that we posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best Regards,

Alfred S

Intel Customer Support Technician

[just-M]

Hi Alfred,

1. Originally, no problem. I do regular updates of drivers and bios as Dell releases them. About 6 months ago all was working, then it wasn’t. Might have been after driver or bios update or not. I have reinstalled the original video driver, retested – problem still existed. Then repeated the processes with each successive video driver release with the same result.
2. Yes, did all of that.
3. See attached

Taking the 40K foot view.

Cold-Boot: When the system is powered off, fast start disabled, power on boot from front panel.

Restart: System restart from a program such as Windows Defender Offline Scan or from the Windows Power Menu (sleep, hibernate, shutdown, restart)

1. When doing a Cold-Boot there is no problem…
2. When doing a Restart, the video is distorted before the Windows sign-on screen, then from the sign-on screen onward it’s OK.
3. When running Windows Defender Offline Scan, the system restarts, and video is distorted until it returns to the Windows sign in screen.

i belive both Defender Offline and Restart use WINRE.

My system did not have WINRE in the C:\windows\system32\recovery\ directory or anywhere on the C: drive partition. I reinstalled it to the Recovery directory using a Media creation USB. Problem still exists.

Suggestions,

-m

[AlfredoS_Intel]

Hi Just-m,

We appreciate the time that you took out of your busy schedule to reply to our post.

After analyzing the logs, you can find below the suggestion that we derive from it:

It seems that you are using the latest graphics driver from Dell. In most cases, Intel recommends that you use that driver; however, if you are experiencing issues , you can try installing our latest driver for the graphics chip in your system. You can download it from this page, 31.0.101.5592 (WHQL Certified).

Please let us know if you are still experiencing the issue after doing the above procedure.

Best Regards,

Alfred S

Intel Customer Support Technician

[just-M]

As suggested, I updated to the latest drivers from the Intel site - same problem.

Using the Intel Arc application RESET DISPLAY SETTINGS - same problem.

Out of curiosity:

Then I powered off Display 1 – RESTART had no boot video distortion on Display 2.

Then I powered Display 1 back on and powered off  Display 2 – same problem

Then I switched the video cable between Monitors  Display – distorted video on boot

Then I made Monitor 1>Display 2 and Monitor 2>Display 1 – distorted video on boot

[AlfredoS_Intel]

Hi just-M,

Thank you for quickly carrying out our suggestions.

I appreciate the new information that you shared. I would like to confirm the following as my approach will change based on the answers that you have:

1. Does the issue happen when you only have one monitor attached? If yes, kindly provide the following:

a. What connection does your monitor use? Are they both HDMI?

b. If possible, kindly provide a video of the issue showing both monitors?

I will be waiting for your reply.

Best Regards,

Alfred S

Intel Customer Support Technician

[just-M]

I have 2 monitors attached. Monitor 1 is attached to the Display Port using a Display Port to HDMI cable. Monitor 2 is attached to the HDMI port using a HDMI to HDMI cable.

Problem occurs on the 2 monitor setup above, which I normaly use.

[AlfredoS_Intel]

Hi Just-m,

Thank you for the detailed response and information that you provided.

After checking the new information that you shared, here are our recommendations:

1. Uncheck “Turn on Fast Startup”. This can be found on Control Panel> Power Options> Choose what the power buttons do> Ensure “Turn on Fast Startup” is unchecked

2. To check if this is a driver issue, kindly install the last Dell released graphics driver for your system. Check if there will be improvements.

3. Should the issue persist, please contact Dell to assist you in resetting the BIOS to defaults.

3. In addition to resetting BIOS to defaults, check with Dell if they have a setting in BIOS that can set the primary display to the Display port and Secondary display in HDMI.

We will wait for your feedback regarding our suggestions.

Best Regards,

Alfred S

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Just-m,

We are just following up.

It looks like you need more time to check with your system manufacturer since we have not heard from you. 

Should we not hear from you, our system may automatically close the thread.

Best Regards,

Alfred S

Intel Customer Support Technician

[just-M]

Apoligies for the delayed response. The problem ended upbring 2. Solved the distortion by taking all cables/connectors apart and cleaning with contact clener. The other involved a missing winre.wim file.