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ArGo
Beginner
889 Views

I am having black screen issue after Windows 10 clean install. Please advise a solution.

I am having black screen issue after Windows 10 clean install. There was no problem during set up, but as soon as the Intel UHD graphics 620 driver is installed during Windows updates, the screen goes black. I have tried installing latest versions from Intel website using auto detect application and then manually without any success. The only solutions that worked were,

 

  1. Reinstall Windows 10. - But as soon as system is updated, the screen goes black.
  2. Connect a secondary monitor via HDMI. - Here system takes external display as primary and does not detect primary display.
  3. Get into safe mode.
  4. Disable Intel UHD Graphics 620 driver and let the system run on Microsoft Basic Display driver (which I am currently doing). - But the sleep option, multiple display and screen projection options are missing along with other display features.

 

Please advise solution for this issue. I am giving my system specifications below.

 

  • Operating System: Windows 10 Home Single Language 64-bit (10.0, Build 18363) (18362.19h1_release.190318-1202)
  • Language: English (Regional Setting: English)
  • System Manufacturer: Dell Inc.
  • System Model: Inspiron 5570
  • BIOS: 1.2.3 (type: UEFI)
  • Processor: Intel(R) Core(TM) i5-8250U CPU @ 1.60GHz (8CPUs), ~1.8GHz
  • Memory: 8192MB RAM
  • Available OS Memory: 8090MB RAM
  • Page File: 6438MB used, 3571MB available
  • DirectX Version: DirectX 12
  • DX Setup Parameters: Not found
  • User DPI Setting: 120 DPI (125 percent)
  • System DPI Setting: 144 DPI (150 percent)
  • DWM DPI Scaling: UnKnown
  • Miracast: Not Available
  • Microsoft Graphics Hybrid: Not Supported
  • Card name: Microsoft Basic Display Driver
  • Manufacturer: Intel Corporation
  • Chip type: Intel(R) UHD Graphics Family
  • DAC type: Internal
  • Device Type: Display-Only Device
  • Device Status: 01802400 [DN_HAS_PROBLEM|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER] 
  • Device Problem Code: 00000016 [CM_PROB_DISABLED] 
  • Driver Problem Code: Unknown
  • Display Memory: 4044 MB
  • Dedicated Memory: 0 MB
  • Shared Memory: 4044 MB
  • Current Mode: 1920 x 1080 (32 bit) (64Hz)
  • HDR Support: Not Supported
  • Display Topology: Internal
  • Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
  • Color Primaries: Red(0.639648,0.330078), Green(0.299805,0.599609), Blue(0.149414,0.059570), White Point(0.312500,0.329102)
  • Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000
  • Monitor Name: Generic PnP Monitor
  • Monitor Model: unknown
  • Monitor Id: AUO38ED
  • Native Mode: 1920 x 1080(p) (60.052Hz)
  • Output Type: Other
  • Monitor Capabilities: HDR Not Supported
  • Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
  • Advanced Color: Not Supported
  • Card name: Radeon (TM) 530
  • Manufacturer: Advanced Micro Devices, Inc.
  • Chip type: AMD Radeon Graphics Processor (0x6900)
  •  DAC type: Internal DAC(400MHz)
  • Device Type: Render-Only Device
  • Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER] 
  • Device Problem Code: No Problem
  • Driver Problem Code: Unknown
  • Display Memory: 6083 MB
  • Dedicated Memory: 2038 MB
  •  Shared Memory: 4044 MB
  • Current Mode: Unknown
  • HDR Support: Unknown
  • Display Topology: Unknown
  • Display Color Space: Unknown
  • Color Primaries: Unknown
  • Display Luminance: Unknown
  • Driver File Version: 26.20.15002.0061 (English)
  • Driver Version: 26.20.15002.61
  • DDI Version: 12
  • Feature Levels: 12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1
  • Driver Model: WDDM 2.6
  • Graphics Preemption: DMA
  • Compute Preemption: DMA
  • Miracast: Not Supported by Graphics driver
  • Detachable GPU: No
  • Hybrid Graphics GPU: Discrete
  • Power P-states: Not Supported
  • Virtualization: Paravirtualization 
  • Block List: No Blocks
  • Catalog Attributes: Universal:False Declarative:True 
  • Driver Attributes: Final Retail
  • WHQL Logo'd: Yes
  • WHQL Date Stamp: Unknown
  • Device Identifier: Unknown
0 Kudos
12 Replies
AlHill
Super User
611 Views

Use the graphics drivers from Dell for both the intel and amd graphics. Also, contact Dell for support of THEIR LAPTOP.

 

Doc

 

ArGo
Beginner
611 Views

Tried that, but it made no difference. Anyway, I'll contact Dell regarding this issue.

TJose9
Beginner
611 Views

I have the same problem with intel hd 4600 and i tried all the drivers.

AlHill
Super User
611 Views

What is the model number of your laptop/motherboard?

What OS? WIndows 10? What version? 1909?

What is your processor model number?

 

Trying to install "all the drivers" will often worsen the problem.

 

Doc

 

TJose9
Beginner
611 Views

Asus x550jx, windows 10 1909, i5 4200h cpu. I installed the drivers with proper uninstall between them.

This black screen problem happens since 1909 update.

AlHill
Super User
611 Views

Download, run, and ATTACH (using the paperclip) the results of this utility:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

Then, an Intel support engineer can assist you.

 

Doc

 

ArGo
Beginner
611 Views

Attach where?

AlHill
Super User
611 Views

Here, on this thread, using the paperclip below the toolbar.

 

Doc

 

ArGo
Beginner
611 Views

Intel System Support Utility report

TJose9
Beginner
611 Views

Here are my results also

AdrianM_Intel
Moderator
611 Views

Hello All,

 

Thank you for submitting your question on this Intel® Community. 

 

In this case, after checking the description and the steps that have been taken like connecting a secondary monitor via HDMI in order to get the display working, it seems this situation might be related to the hardware issue (It might be the backlight in the built-in display of your laptop) since the drivers work properly on the external monitor. The reason why Microsoft display adapter works, it's because when Microsoft Display adapter is working on the computer it won't use all the features of the monitor. The Microsoft Basic Display Adapter is software that's built into Windows that provides display and graphics capabilities when software from your hardware manufacturer isn't installed (Driver) which will help to get a better experience from your device like Multiple monitor outputs, Higher screen resolutions, Additional graphical features, etc.

 

 

Therefore the issue could be related to a hardware issue so we recommend you contact the system manufacturer because the system might need to be replaced.

 

Regards,

 

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

TJose9
Beginner
611 Views

I tried windows 1903 and 1607 and drivers still cause black screen so I think this is caused by a hardware problem.

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