Graphics 620 Stylus not working when Duplicating screen via HDMI

[JoelScott]

Hi,

I've got an issue where my Stylus (Dell ActivePen) doesn't work when the device is connected to an external display via HDMI. I get maybe 1 pixel of drawing then the internal display resets.

No such issue when not plugged into HDMI or when duplicating display via Network (Vivi)

All drivers up to date:

• Version27.20.100.8336
• Date6/16/2020

That may be the problem however, I've only noted the issue when returning to school this term (07/13/20 onwards).

As an aside, I've been unable to install older versions of the drivers, getting an 'OS not supported error'.

Thanks for any help anyone can offer.

[Alberto_Sykes]

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

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

What is the specific model of the laptop?

What is the model of the monitor/TV?

Is this a new computer?

Was it working fine before?

Did you make any recent hardware/software changes?

When did the issue start?

Which Windows* version are you using?

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[JoelScott]

Laptop is a Dell Inspiron 7373 13" - 18 months old.

The stylus issues have been occuring with multiple different models of projectors.

Everything was working before about a month ago.

Running windows 10.

First noticed the issue about 2 weeks ago but I hadn't been using HDMI output the previous two weeks.

[Alberto_Sykes]

JoelScott, Thank you very much for providing that information.

We recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them work with your specific platform.

I looked on Dell's web site and the latest Graphics driver for your system is version 26.20.100.7263, A08, please try to manually install that driver:

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics.html

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=jtfp3&oscode=wt64a&productcode=inspiron-13-7373-2-in-1-laptop

I can see also that there is an Nvidia Graphics driver available as well, by any chance do you know if the laptop is working with a Dual Graphics controller configuration? 

https://www.dell.com/support/home/en-us/product-support/product/inspiron-13-7373-2-in-1-laptop/drivers

There is also a BIOS update available, you can always get in contact directly with Dell to gather the instructions of how to update the BIOS and try that:

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

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello JoelScott, 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

A Contingent Worker at Intel

[Alberto_Sykes]

Hello JoelScott, 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

A Contingent Worker at Intel