Intel HD Graphic 620 stopped working after Windows update KB4497165

[DessiG]

Hi there,

My monitor suddenly stopped getting signal from my computer after Windows Intel microcode update (KB4497165)

I tried with different monitors and different cables, the problem remains.

My machine is: ASUS ZenBook UX330UA-FC300T 13.3 Inch Full HD Display Laptop - (Black) (Intel i7-7500U Processor, 8GB RAM, 256GB SSD, Harman Kardon Speakers, Windows 10)

How can I solve the problem.

Many thanks,

Dessi

[DessiG]

Quick update on the issue.

I followed the process from here as it seems to describe a similar problem. The machine and the set up are exactly the same as mine. I managed to re-install the drive successfully, I also removed the Windows updates before re-installing the drive. However, nothing changed. My monitor is still not getting any signal.

[Sebastian_M_Intel]

Hello DessiG, 

Thank you for posting on the Intel® communities.   

In order to better assist you, please provide the following: 

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:  

• Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".   
• Click on the menu where it says "Summary" to change to "Detailed View".   
• To save your scan, click on "Next", then "Save".   
• Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach). Please note that only one file can be attached at a time. 

2. Connect the monitor that is not working and provide the report for Intel® Graphics Drivers, follow this link. 

3. What is the brand and model number of the main external monitor that you are connecting? Also, are you using any adapter/converter in between?  

Regards, 

Sebastian M  

Intel Customer Support Technician  

[DessiG]

Hi Sebastian,

Thank you so much for the super quick response.

Yesterday I have reset my computer to before the update, the monitor still does not work.

I followed your steps. Attached is the Utility report and I copy pasted the Graphic drivers report below.

The monitor is BENQ GW2480. Yes, I use an adapter from HDMI to micro HDMI. However, I also bought an adapter from HDMI to USB for video and audio cable, still does not work. I purchased one more cable without adapter with HDMI and micro HDMI, but it is arriving on Saturday.

As I do not have a second monitor, I tried connecting to the TV HDMI – still no signal.

Let me know if you need more info.

Many thanks,

Dessi

########################### Intel Graphic Drivers Report #############################

Intel(R) HD Graphics 620

Report Date: Thursday, August 20, 2020
Report Time [hh:mm:ss]: 5:53:34 AM
Driver Version: 26.20.100.7325
Operating System: Windows* 10 Home (10.0.18362)
Physical Memory: 8077 MB
Vendor ID: 8086
Device ID: 5916
Device Revision: 02
Graphics Output Protocol (GOP) Version: 9.0.1058
Current Resolution: 1920 x 1080

Processor: Intel(R) Core(TM) i7-7500U CPU @ 2.70GHz
Processor Speed: 2904 MHz
Processor Graphics in Use: Intel(R) HD Graphics 620
Shader Version: 5.1
OpenGL* Version: 4.6
OpenCL* Version: 2.1
Vulkan* Version: 1.1.120

* Microsoft DirectX* *
Runtime Version: 12.0
Hardware-Supported Version: 12.0

* Devices connected to the Graphics Accelerator *

Active Displays: 1

* Built-in Display *

Display Type: Digital
DDC2 Protocol: Supported
Gamma: 2.2
Connector Type: Embedded DisplayPort
Device Type: Built-in Display

Maximum Image Size
Horizontal Size: 11.42 inches
Vertical Size: 6.69 inches

Supported Modes
1920 x 1080 (60p Hz)

Raw EDID:
00 FF FF FF FF FF FF 00 06 AF 2D 27 00 00 00 00
10 19 01 04 95 1D 11 78 02 BC 05 A2 55 4C 9A 25
0E 50 54 00 00 00 01 01 01 01 01 01 01 01 01 01
01 01 01 01 01 01 14 37 80 B8 70 38 24 40 10 10
3E 00 25 A5 10 00 00 18 00 00 00 00 00 00 00 00
00 00 00 00 00 00 00 00 00 00 00 00 00 FE 00 41
55 4F 0A 20 20 20 20 20 20 20 20 20 00 00 00 FE
00 42 31 33 33 48 41 4E 30 32 2E 37 20 0A 00 82

* Other names and brands are the property of their respective owners.

[Sebastian_M_Intel]

Hello DessiG, 

Thank you for the information provided. Please follow our recommendations below: 

1. For testing porpuses, try rolling back to a previous driver that you know worked before, use the ones available in your system's manufacturer website (check with Asus* for guidance). 

2. In case the old driver keeps failing, this can be a problem with your Operating System (OS). For this, you can try reinstalling the OS from scratch, using a new image if possible (check with Microsoft* for more information). 

3. If after doing is you still have the same issue, this is most likely a hardware issue, the HDMI port can be defective and need physical inspection, so you can contact Asus* for any options available for this. 

Regards, 

Sebastian M  

Intel Customer Support Technician  

[DessiG]

Hi Sebastian,

Thank you so much for the prompt responses. I rolled back the driver, but nothing changed. I never had this issue before with my laptop. I have used quite a bit of monitors with this machine as I am a freelance data analyst. I usually work on site with companies.

I do not think it is an OS or hardware problem. And the Windows update just coincided with the monitor failing. All the bugs with the Windows recent updates got me paranoid.

I spent 2 days trying to fix the problem and it turned out that this is not a new issue for BenQ monitors.

I contacted the BenQ support. I was referred to a chatbot that suggested to plug in the power cable, genius. So I am sending back the monitor. It is a shame. At least I learned a bit about drivers and Windows releases.

Many thanks again.

Best,

Dessi

[Sebastian_M_Intel]

Hello DessiG,  

Thank you for the update. 

It is good to hear that at least you were able to contact the support for your monitor and they will help you with that, hopefully this will solve the problem. 

We will proceed to close this inquiry, if you need further assistance, please create a new thread as this one will no longer be monitored. 

Regards,  

Sebastian M  

Intel Customer Support Technician