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Driver issues

McDonald
Beginner
532 Views
I installed the Intel (R) 620 graphics now my dell latitude 5590 pc now its just showing a black screen.what should I do
0 Kudos
1 Solution
AlHill
Super User
514 Views

You should use the drivers supplied by dell.

Also, So the Intel support engineers can have more information about your system, Download, run, and save the results of this utility as a text file:
https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Then ATTACH the text file using the instructions under the reply window ( Drag and drop here or browse files to attach ).

 

Doc (not an Intel employee or contractor)
[Windows 11 is the new Vista]

View solution in original post

9 Replies
AlHill
Super User
515 Views

You should use the drivers supplied by dell.

Also, So the Intel support engineers can have more information about your system, Download, run, and save the results of this utility as a text file:
https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Then ATTACH the text file using the instructions under the reply window ( Drag and drop here or browse files to attach ).

 

Doc (not an Intel employee or contractor)
[Windows 11 is the new Vista]

McDonald
Beginner
497 Views
McDonald
Beginner
496 Views

well i tried installing the graphics supplied by dell but the same thing happened

McDonald
Beginner
496 Views

sorry i sent the wrong text file. this is the real one

Alberto_R_Intel
Moderator
453 Views

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


I just wanted to check if the problem with the laptop showing a black screen persists and if you still need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


McDonald
Beginner
439 Views

yes its still showing the black screen. currently i have just disabled the graphics but as soon as i enable them the screen goes black

Alberto_R_Intel
Moderator
420 Views

McDonald, Thank you very much for confirming that information.


We are sorry to hear the issue persists. " currently i have just disabled the graphics but as soon as i enable them the screen goes black", just to let you know, the reason why that happens is because when disabling the graphics driver you will be using the Windows* basic driver that does not contains all the features needed or advertised by the Dell, so when doing that the screen will show but some features will not work properly or at all.


According to the SSU report, the graphics driver version currently installed is 27.20.100.8681. We always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.


I looked in Dell's website and the latest graphics driver version they have available in there is 27.20.100.9171, A19, please try a clean installation of that driver following the instructions in the link below:

https://www.dell.com/support/home/en-us/product-support/product/latitude-15-5590-laptop/drivers

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html


If the issue persists after that, then we can try to do a clean installation this time of Intel® generic graphics driver version 27.20.100.9466:

https://downloadcenter.intel.com/download/30381/Intel-Graphics-Windows-10-DCH-Drivers


And if the problem persists, then please try a clean installation once again of Intel® Beta generic graphics driver version 30.0.100.9667:

https://downloadcenter.intel.com/download/30522/Intel-Graphics-BETA-Windows-10-DCH-Drivers


Also, we recommend to get in contact directly with Dell to make sure the latest BIOS version is installed in your platform or to gather the instructions on how to do that:

https://www.dell.com/support/home/en-us


Any questions please let me know.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
407 Views

Hello McDonald, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
372 Views

Hello McDonald, Since I 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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