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idata
Community Manager
1,451 Views

Intel Graphics 530 driver cause Black Screen at boot

I have a client with a Dell Latitude E5570 running Windows 7 x64 with the most recent patches and updates applied. It is Black Screening at boot whenever I apply the 530 Drivers.The drivers acquired from Dell's site, Intel's site an Windows Update are causing this same issue. The only thing that I have found to resolve my issue is to uninstall the driver in safe made or to do a system restore to an earlier restore point. The BIOS has been updated to the latest version and I have set the Power Scheme to High Performance (I saw in another thread that someone was able to resolve there issue by updating the power scheme). I should say that on the latest boot I did see Explorer briefly flash up before the black screen however CTRL+ALT+DEL does nothing. I also notice that it is not on the network.

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3 Replies
idata
Community Manager
200 Views

umpnum14: We will do our best to try to fix this problem.

There are different links that are showing different graphics controllers for your laptop. Some of them said that the laptop works with Intel® HD Graphics 520, on Dell's web site is showing that it works with Intel® HD Graphics 500 and you mentioned that it is actually working with Intel® HD Graphics 520, here you have the links:

 

https://www.cnet.com/products/dell-latitude-e5570-15-6-core-i5-6300u-8-gb-ram-500-gb-hdd-english/spe... https://www.cnet.com/products/dell-latitude-e5570-15-6-core-i5-6300u-8-gb-ram-500-gb-hdd-english/spe...

 

https://www.dell.com/support/home/us/en/04/drivers/driversdetails%3FdriverId%3DTJ1KJ https://www.dell.com/support/home/us/en/04/drivers/driversdetails?driverId=TJ1KJ

So, for us to be able to provide the most accurate assistance, please attach the SSU report so we can verify the components of your system:

 

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

The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there

Any questions, please let me know.

Regards,

 

Alberto R
idata
Community Manager
200 Views

Thanks for the quick reply and for your help. Please find the SSU Log below

# SSU Scan Information

Scan Info:

Version:"2.5.0.12"

Date:"09/19/2018"

Time:"00:00:48.3870000"

# Scanned Hardware

Computer:

BaseBoard Manufacturer:"Dell Inc."

BIOS Mode:"UEFI"

BIOS Version/Date:"Dell Inc. 1.18.6 , 12/08/2017 12:00 AM"

CD or DVD:"Not Available"

Embedded Controller Version:"255.255"

Platform Role:"Mobile"

Processor:"Intel(R) Core(TM) i7-6820HQ CPU @ 2.70GHz , GenuineIntel"

Secure Boot State:"Not Available"

SMBIOS Version:"3.0"

Sound Card:"High Definition Audio Device"

Sound Card:"Intel(R) Display Audio"

System Manufacturer:"Dell Inc."

System Model:"Latitude E5570"

System SKU:"06DF"

System Type:"x64-based PC"

- "Display"

Intel ® Graphics Driver Version:"1.7.27.0"

- "AMD Radeon R7 M370"

Adapter Compatibility:"Advanced Micro Devices, Inc."

Adapter DAC Type:"Not Available"

Adapter RAM:"Not Available"

Availability:"Offline"

Bits Per Pixel:"Not Available"

Caption:"AMD Radeon R7 M370"

CoInstallers:"oem16.inf,ati2mtag_R502,Not Available,Not Available"

Color Table Entries:"Not Available"

Dedicated Video Memory:"Not Available"

Driver:"atikmpag.sys"

Driver Date:"08/13/2015 07:00 PM"

Driver Path:"C:\Windows\system32\DRIVERS\atikmpag.sys"

Driver Provider:"Advanced Micro Devices, Inc."

Driver Version:"15.201.1001.1002"

INF:"oem16.inf"

INF Section:"ati2mtag_R502"

Install Date:"Not Available"

Installed Drivers:"aticfx64.dll,aticfx64.dll,aticfx64.dll,aticfx32,aticfx32,aticfx32,atiumd64.dll,atidxx64.dll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll"

Last Error Code:"Not Available"

Last Error Code Description:"Not Available"

Last Reset:"Not Available"

Location:"PCI bus 1, device 0, function 0"

Manufacturer:"Advanced Micro Devices, Inc."

Microsoft DirectX* Version:"11.X"

Monochrom...

idata
Community Manager
200 Views

umpnum14: You are very welcome. Thank you very much for providing those details.

Based on the information showing on the report, we can confirm that the laptop is actually working with AMD Radeon R7 M370, it is not using the Intel graphics controller. What we recommend in this case then is to get in contact directly with Dell, so they can further assist you in providing the proper drivers for your system or for them to possibly replictae the issue using the same platform that you have:

 

https://www.dell.com/support/home/us/en/04 https://www.dell.com/support/home/us/en/04

Any questions, please let me know.

Regards,

 

Alberto R
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