INTEL UHD 620 Black Screen

[PNWTech]

About 6 months ago, my laptop X1 Carbon Thinkbook would intermittently present a black screen after the machine would boot up.  The screen itself is working because you can see it during boot, the screen goes black once the laptop is at the login screen. I tried disconnecting the main battery and CMOS battery and the fault would reappear.  It is now happening constantly and the only way I can use the laptop is by connecting to an external monitor.  The internal display is inactive in the graphics display properties.  I uninstalled the UHD 620 driver and the internal display showed normally though I could not adjust the brightness with the Microsoft Basic Display driver.  The Lenovo website does not have the original graphics driver for my build posted, only the latest version that is causing the problem.  Also,  the computer will reinstall the correct graphics driver on its own and the black screen will return.  I saw this issue in another thread so I have attached the two reports from the System Support Utility program.   Thanks for the assistance.

-PNWTech

[Jocelyn_Intel]

Hello, @PNWTech  

Thank you for posting on the Intel® communities. I will gladly assist you here. 

Try a Clean installation of your graphics drivers, using the latest System Manufacturer's graphics driver (31.0.101.2121). If the issue persists, try this step with the latest Intel driver (31.0.101.2125). 

Note #1: Make sure to check you have all the Windows updates before doing the driver installation. Also, make sure to do this step disconnected from the internet (wi-fi or wired connection) since Microsoft updates drivers automatically and prevents doing the clean installation successfully. 

Note #2: Since this is a laptop, we recommend checking with your System Manufacturer and using the driver software provided by them to avoid potential installation incompatibilities. Intel supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the graphics driver software or software packaging. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @PNWTech    

I hope you are great. 

I am checking this thread and I would like to know if you were able to perform the steps in my previous post.   

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[PNWTech]

Hello,

I followed the steps as instructed.  The display operated normally for roughly five hours then the black screen returned.  Windows update suggested to re-install the 31.0.101.2121 driver, which I did and the black screen persists.  I have to disable the driver in order to use the laptop without a secondary monitor connected.  Please advise on next steps.

Regards

[Jocelyn_Intel]

Hello, @PNWTech  

Thank you for your reply. 

Please check if the screen is not in sleep mode. 

Also, make sure to check you have all the Windows updates before doing the driver installation. Then, try the Clean installation process using the latest Intel driver (31.0.101.2125).  

If after making sure of this, the issue persists, please provide a new Intel SSU report so we can investigate further with updated information about your system. 

Intel® System Support Utility for Windows. 

Note: Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @PNWTech    

I hope you are great. 

I am checking this thread and I would like to know if you were able to perform the steps in my previous post.   

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[PNWTech]

Hello,

I made sure the Windows was up to date and re-installed display driver 31.0.101.2125 and the black screen persists.  Please see attached.

Regards

[Jocelyn_Intel]

Hello, @PNWTech  

Thank you for your confirmation on this and the report provided. 

Please allow me some time to do some research on this. As soon as I have updates, I will let you know. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @PNWTech  

Thank you for your time. 

In order to continue investigating, can you please confirm if the issue happens on an external monitor? 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[PNWTech]

With the display adapter enabled, I have to use the computer with an external monitor.  The display properties will show the internal display is not detected, so there is no ability to use the "mirror" or "extend desktop" functions.  Only the 2nd(external) display is available for use.

[Jocelyn_Intel]

Hello, @PNWTech  

Thank you for your reply and confirmation on this. 

Please let me continue investigating. I will get back to you as soon as I have updates. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @PNWTech  

Thank you for your time. 

Since we have done all the Troubleshooting possible and the issue only happens on the laptop's screen, we recommend you contact your System Manufacturer for further assistance as this doesn't seem driver-related. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @PNWTech   

I hope you are doing great. 

As we have not heard back from you, we will proceed to close this thread now. 

If you need any further assistance, please feel free to contact us back and submit a new question as this thread will no longer be monitored.  

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Sharad09]

Same problem i have facing right now . Did you find the solution??

[PNWTech]

No, I bought another laptop.