Installing the Driver for the Intel UHD Graphics 630 results in a black screen when DisplayPort and HDMI are connected at the same time.

[TTrap]

After a fresh OS ( win 10 1809 and Win 10 1903 ) reinstall the Graphics Card is initialized as Microsoft Basic Video Adapter.

After automatically downloading the drivers from Microsoft Windows Update Service ( Online, not WSUS ) the graphics card is getting initialized with the new drivers. But when there are two display connected via Displayport and HDMI both screens turn black and the device is not responding.

After a hard reset the device starts normally and the new driver is used.

This behaviour also exists when adding the drivers to the install.wim or when using the igfx_win10_....exe file. The latter both in silent mode ( with or without -b ) and in interactive mode.

I tested this behaviour with drivers ranging from 23.20.16.4944 to 26.20.100.6912

This only occurs when both displays are connected, but with a range of different displays.

[Wanner_G_Intel]

Hello TTrap, 

Thank you for posting on this Intel Community.

Since you are using a dual-setup configuration, we would like to gather more information about your system. 

1. Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread.

1. Download the Intel® System Support Utility and save the application in your computer.

2. Open the application and click "Scan" to see system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

3. To save your scan, click Next and click Save.

2. Are you using adapters or straight-through connections to connect the monitors to your system?

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[TTrap]

Hello Wanner,

thank you for your support.

To 1.

Attached i have the scan. But the ssu did not complete when OS was selected as scan-option.

To 2.

The displays are connected with DP and HDMI connections without any adapters.

Kind Regards,

Thomas

[Wanner_G_Intel]

Hello TTrap, 

Thank you for attaching the report to this thread.

To confirm if this issue is related to recent updates or installations, please perform a clean installation of the latest Original Equipment Manufacturer (OEM) driver for your system. Since you are using DHC drivers, please follow these steps.

OptiPlex 3060

Intel® UHD Graphics 630 Version: 25.20.100.6617 ,A00

1. Download the latest DCH driver.

2. Disconnect your unit from the Internet to prevent Windows* Updates from installing any other driver.

3. Uninstall the DCH driver and the Intel® Graphics Control Panel from Control Panel > Programs and Features.

4. Restart the computer.

5. Make sure the 'Microsoft Basic Display Adapter' is listed under Windows* Device Manager > Video adapters. If not, repeat steps 2 to 4.

6. If the adapter continues to be listed as ‘Intel HD Graphics’, and no other Intel® Graphics driver is listed under 'Programs and Features' for removal, then it means Windows* has switched to a previously installed Legacy driver. At this point, we can remove Legacy drivers from Device Manager:

6.1.1 Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device'

6.1.2 In the pop-up window make sure 'Delete the driver software for this device' is checked.

6.1.3 Click on 'Uninstall'.

6.1.4 Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter')

7. Install the DCH driver that was downloaded on step 1.

8. Restart the computer.

9. Enable your Internet connection.

10. Download the Intel Graphics Control Panel from the MS Store.

Note: This link is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.

If the issue persists, please follow the steps recommended and install the latest DHC driver available at our Download Center.

Intel® UHD Graphics 630

Version: 26.20.100.6912

We supply generic versions of graphics drivers for general purposes. Computer manufacturers can change the features, incorporate customizations, or make other changes to the graphics driver software or software packaging. To avoid potential installation incompatibilities, we recommend that you first check with your computer manufacturer and use the driver software provided.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Wanner_G_Intel]

Hello TTrap,

Were you able to review the recommendations provided?

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Wanner_G_Intel]

Hello TTrap,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation