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Beginner
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DameWare Mini Remote Control black screen on a laptop with the lid closed

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Dell Latitude E5570

OS: Windows 10 Enterprise 2016 LTSB v1607 build 14393

Graphics Hardware: Intel HD Graphics 520 on Core-i5-6200 CPU,

Driver version: 23.20.16.4973

 

I have the exact same problem as the user reported in the attached link, that question remained unanswered aside from someone recommending a beta driver version to him.

Could anyone please assist?

Thanks

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Moderator
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MBall7, Thank you very much for providing that information, we are sorry to hear the issue persists. We recommend to install all the Windows* updates available for your system, you are using Windows* LTSB (Long-Term Servicing Branch), but, the updates done when using that version are security updates there are no driver updates so the problem could be related to that as well. https://docs.microsoft.com/en-us/windows/windows-10/release-information Just to let you know, your computer manufacturer customizes drivers that run Intel® components on your machine, so, based on the error message that you are getting: "package not supported by this processor type", the next thing to do in this case will be to get in contact with Dell directly so they can further assist you with this scenario: https://www.intel.com/content/www/us/en/support/articles/000005469/graphics-drivers.html?wapkw=5469 https://www.dell.com/support/home/us/en/04 Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation

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Moderator
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MBall7, Thank you for posting in the Intel® Communities Support. When did the issue start? Did you make any recent software/hardware changes? The application DameWare* Mini Remote Control, was it working fine before? Is there an external monitor connected to the laptop, if that s the case, what is the model of it? We recommend to install the graphics drivers provided by the manufacturer of the laptop, those drivers were customized by them to work with your specific platform. I looked on Dell's web site and I found two drivers for your laptop, please install them to try to fix this problem : Intel® driver version 23.20.16.4973 ,A05: https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=VVW29&osCode=WT64A&produc... AMD Radeon R7 M360 / M370 Graphic Driver version 17.400.2011 ,A01: https://www.dell.com/support/home/us/en/19/product-support/product/latitude-e5570-laptop/drivers If the issue persists, we can try the Intel® generic graphics driver version 25.20.100.6444: https://downloadcenter.intel.com/download/28139/Intel-Graphics-Driver-for-Windows-10?product=88355 Or Intel® BETA driver 25.20.100.6448: https://downloadcenter.intel.com/download/28405/Intel-Graphics-BETA-Driver-for-Windows-10?product=88... Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
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Moderator
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MBall7, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter? Regards, Alberto R.
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Beginner
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Hello, ​I will look into it once I'm back at work, I'm pretty sure that the driver installed on the system now is the newest available for the laptop model from the Dell support website. Will try out all of the suggestions after the holidays.

Thanks for now, will report back.​

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Beginner
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so, this did not solve my problem, after installing the driver from Dell (turns out it was the same that I had installed before), screen stayed black. As for the other options, I got an error stating "package not supported by this processor type". I uninstalled the driver and deleted the driver software and tried again with the intel drivers, same error.

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Highlighted
Moderator
142 Views
MBall7, Thank you very much for providing that information, we are sorry to hear the issue persists. We recommend to install all the Windows* updates available for your system, you are using Windows* LTSB (Long-Term Servicing Branch), but, the updates done when using that version are security updates there are no driver updates so the problem could be related to that as well. https://docs.microsoft.com/en-us/windows/windows-10/release-information Just to let you know, your computer manufacturer customizes drivers that run Intel® components on your machine, so, based on the error message that you are getting: "package not supported by this processor type", the next thing to do in this case will be to get in contact with Dell directly so they can further assist you with this scenario: https://www.intel.com/content/www/us/en/support/articles/000005469/graphics-drivers.html?wapkw=5469 https://www.dell.com/support/home/us/en/04 Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation

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