HD4000 (with 3rd gen) black screen issue on Windows 10 TH2 (was working with original release 10240)

[PW]

This has been reported by several other users http://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/intel-hd-4000-drivers-cause-black-screen-in/f93e2b93-8a33-4448-bf77-3ce1e067b5a8?page=2 http://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/intel-hd-4000-drivers-cause-black-screen-in/f93e2b9…

who share two main characteristics:

A - They are using 3rd gen cpu and the corresponding driver

B - They were able to install the original Windows 10 release (15240) without issues, so the black screen is specific to TH2 and later versions (in my case it would be RS1 available to insiders)

It is still not working with the latest 3rd gen driver 15.33.43.4425 https://downloadcenter.intel.com/download/25977/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-33- Download Intel® Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.33] . From the driver notes it seems that this series has yet to be tested with TH2, so that might explain things.

[idata]

Hello, prusswan:

Thank you for letting us know about this situation.In order to further support this, please provide me with the Intel® System Support Utility report from your system.How to get that report?-Access: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-Download the utility-Scan your system with the utility-Export the report and attach it to your answer with the advanced editor optionRegards,Esteban C

[PW]

attached SSU report

[idata]

Great, thank you for that information prusswan, let try to replicate in order to assist you, I will keep you posted.

Regards,Esteban C

[idata]

prusswan:

Sorry for the delayed answer, but, I would like to check if you are still experiencing this behavior from your computer.Please let me know.Thanks,Esteban C

[PW]

Was there a new driver release? As I said this behavior happens on the newer version of Windows 10, which I will not install again until something else changes.

[idata]

Hello, prusswan:

So we have a laptop with Intel HD Graphics 4000

It has the same Windows 10* release (10240), I installed the driver 4425, played some videos and regular use of a PC, didn't receive a black screen.

Is there any specific task you perform which triggers the issue?

Please let me know.

Additionally, added some screenshots and the SSU report from the device used, this can be opened with the Intel® System Support Utility

Hope I can hear from you soon and positively.

Configuration before the tests:

Configuration while performing the tests:

Regards,

Esteban C

[PW]

The problem is NOT with the original release of 10240.

It is a problem with

http://www.askvg.com/fix-windows-10-november-update-threshold-2-not-showing-on-your-computer/ Windows 10 November Update (Threshold 2)

this is also known as the 1511 (November 11th) or 10586 update

Another person with a similar issue:

[idata]

Sorry about that prusswan, my bad!

I am currently updating the machine used to perform the previous tests, I will keep you posted once the tests are performed in a system with Windows 10* rev 10586Regards,Esteban C

[idata]

Hi, prusswan :

I wanted to verify if the problem persisted with your Intel HD Graphics 4000

Was not able to replicate it from my side with a laptop.

Regards,

Esteban C

[PW]

May I know what is the revision of your Windows 10 installation after the update?

[idata]

Sure, no problem, prusswan.

Here you can find a screenshot with rev and HD Graphics.

Are you having the same issue?

Regards,

Esteban C

[idata]

Hi, prusswan:

I would like to check if you are still facing this behavior from your system?Please let me know.Regards,Esteban C

[PW]

Hi Esteban,

I was able to install Windows 10 Anniversary Update today, and this problem seems to have been resolved by Microsoft.

So the current version is now 1607 with build 14393.82. Thanks for looking into the matter

[idata]

Hello, prusswan :

It is great to hear that you are not having this issue after updating Windows 10* to Red stone! (Build 14393.82)

I was more than pleased to assist you with this matter.

If any further inquiries come, do not hesitate to contact us

Regards,

Esteban C

[DNeel]

I am having the same or at least similar problem. I am on build 14393.105 and have Intel HD 4000 graphics (as well as Nvidia Geforce GT 620M). My laptop's built-in LCD screen no longer displays video output. The backlight is on, but the screen is black, even during the boot process. I can only get output via HDMI. I have tried reinstalling drivers for both video cards and of course, switching between displays, etc. I hope it is not a hardware problem but it seems like it probably is. Any help appreciated. Thanks.

[idata]

Hello, dlwn83 :

I am sorry to hear you are having this issue.

Please try the following (with external display connected via HDMI):

1. Disable the Nvidia GPU, this can be done in the device manager, right click and disable.

2. Do as in step 1 but with Nvidia GPU active, disable Intel GPU3. Remove all the drivers and let Windows 10* load default drivers.

If you don't get any image with those configurations, this is probably a HW issue. Possible drivers issue would be checked with these configurations, for that reason, we can say it may be a hardware issue.

Hope this can help you to get a better overview of the scenario you are facing.

Regards,

Esteban C

[PW]

Just fyi, I got the update to 14393.105 and it is still working.

[idata]

Hello, prusswan :

Thank you very much for letting us know this is working with the recently released build, I am glad to hear about it.

If any further support is required, feel free to contact us back, we'll gladly assist you.

Regards,

Esteban C