External Monitor Problem HDMI

[Rasthro]

I have a laptop with a broken display connected to a monitor using an HDMI cable. My monitor was working all fine and all until today, when I received a driver update in Intel assistant or whatever it is called, I had to update to the latest version of Intel UHD Graphics, but in the end, I got an error saying "Something went wrong" and I clicked the "Reboot Recommended" button, but when I rebooted, my laptop could NO LONGER detect the secondary display (My monitor), because the video drivers got reverted to Microsoft Basic Adapter (Microsoft Basic Adapter probably doesn't have HDMI support) and all of the files for the Intel UHD Graphics were ENTIRELY removed. What do I do now? My laptop's display is broken and the monitor won't display anything due to laptop not being able to detect the second monitor! I want my laptop to be able to detect the second monitor again and I could not do anything with the broken laptop display! What do I do now?? 😩😫

[IsaacQ_Intel]

Hello @Rasthro

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

In order to have a better understanding of your issue, please provide me with the following:

1.      Is possible to try on another port besides HDMI?

2.      Try using another monitor if possible.

3.      Is possible to use the embedded display of the laptop even with the damage on the screen? Just to get some information, if yes, please send us the following:

IGCC report: Follow these steps to generate an Intel® Graphics Driver report for the Intel® Graphics Control Panel or the Intel® Graphics Command Center. Report for Intel® Graphics Drivers.

Attach the following log files:

·        The latest Intel® Driver & Support Assistant Uninstaller log file: using File Explorer, search for DSAUninstaller.log

·        The latest Intel® Driver & Support Assistant log files: using File Explorer: go to folder = C:\ProgramData\Intel\DSA, and zip the Log files or the entire folder.

SSU:  Please download and scan your system using our tool, Intel® System Support Utility so we can help check your system info first. Once finished downloading, open the tool, click on scan 'Everything', click next, then save the system information to a .txt file. Please provide the .txt file. request SSU and IGCC reports, and IDSA LOGS

Besides the information requested before please try the following steps and reply with the outcome:

1.      If possible, try updating the driver from the original equipment manufacturer’s website.

2.      Perform a clean install of the latest driver manually: 31.0.101.2115.

3.      Uninstall IDSA using uninstaller, this is just in case the issue would be related to IDSA.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[IsaacQ_Intel]

Hello @Rasthro

We hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[IsaacQ_Intel]

Hello @Rasthro

We hope you are doing fine.

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards.

Isaac Q.

Intel Customer Support Technician.