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Intel UHD 730 randomly black screen for 1-3 seconds

WenzelA
Beginner
2,193 Views

Randomly I get a black screen for 1-3 seconds.
I do Windows updates and keeping Windows up2date at all times.


Randomly our Screen turns black for 1-2 seconds.


What I tried so far:

  • updating Windows keeping it up 2 date
  • changed the display cable (Displayport)
  • changed the display cable from Displayport to HDMI
  • changed the display cable (HDMI)
  • have our mouse and keyboard connected to the displaywe changed that and connected it directly to the PC and disconnected the USB connection between PC and display
  • changed the display cable (HDMI)
  • changed the display cable from HDMI to Displayport
  • changed the display cable (Displayport)
  • changed the display (we have 2 PCs in our environment with the same displays orderes from the same batch)
  • changed the display cable (Displayport)
  • changed the display cable from Displayport to HDMI
  • changed the display cable (HDMI)
  • changed the monitor settings we turned off every possible Eco feature (we always changed one value at at time waiting if the issue appeared)
  • checked the Driver Version (Device-Manager -> Properites -> Drivers) and eventho Windows tells me everything is up2date I was on a older version. I downloaded and installed the current driver (https://www.intel.de/content/www/de/de/download/726609/intel-arc-iris-xe-graphics-whql-windows.html?wapkw=i5-11400)
  • downloaded and installed the Intel Processor Diagnostic Tool (https://www.intel.de/content/www/de/de/download/15951/19792/intel-processor-diagnostic-tool.html?) and
  • run the first test 0 Errors. Report attached.
  • ran the Intel Processor Diagnostic Tool a second time while having HWINFO opened. Temps doesn't seem an issue Screenshot attached.

Now I'm completely in the dark what can I do to find the issue?
My sysinfo is attached as well.

 

WenzelA_0-1682010991083.png

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7 Replies
Steven_Intel
Moderator
2,128 Views

Hello WenzelA,


Thank you for posting on the Intel® communities.


I am sorry you are having issues with your Intel® UHD Graphics 730, I will be glad to help.


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


  • Was there any hardware change or driver/OS update that may have triggered the issue?
  • Is it happening when running a task or some tasks in specific? Or does it happen also when idle?


Also, please follow these recommendations:



Make sure to follow the Clean Installation Instructions (https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html).


Let me know of the outcome.


Best regards,


Steven G.

Intel Customer Support Technician.


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WenzelA
Beginner
2,109 Views

Was there any hardware change or driver/OS update that may have triggered the issue?

No hardware change since we built the PC (Nov/2021). The issue started around End of Summer/Beginning of Autumn 2022. I can't declare any better dates (I'm the IT guy but not the one using the PC actually and can only give the information provided by the user).

OS (Windows 10) is on Auto-Update and always pretty up2date.

 

  • Is it happening when running a task or some tasks in specific? Or does it happen also when idle?

The issue happens while actively working: Edge + Firefox + 2x Industry software + Outlook (Even while working we're talking <15% CPU/GPU Load 😂). I'm gonna check this later for detailed and confirmed information.

When I leave those softwares opened but don't actively do anything on the PC the issue happens as well.

Since the issue does not appear very frequent, I believe I had the same issue while copying files only. Which I'd pretty much describe as idle. But I can't 100% confirm this. I mean it's hard to stare down on a screen while idling when the issue might appear once an hour. If you blink at the wrong time you might miss it 😀

 

I'll follow your recommendations this evening and can hopefully report back tomorrow.

 

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WenzelA
Beginner
2,025 Views

Also, please follow these recommendations:

 

Make sure to follow the Clean Installation Instructions (https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html).


I did a BIOS update and I performed a clean installation (following your article) of the OEM driver. Issue still appears. In about 6 hours I can do a clean installation of the latest generic driver. I'm reporting back then.

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WenzelA
Beginner
2,004 Views

I performed a clean installation (following your article) of the OEM driver. Issue still appears.

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Steven_Intel
Moderator
1,924 Views

Many thanks for your response.


In order to investigate further about this, please download the Intel® SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 


Open the application and select "Everything", 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". Please attach the file to your reply.


Best regards,

Steven G.

Intel Customer Support Technician.


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WenzelA
Beginner
1,897 Views

Right now I'm rebuilding my house and moving. I have very little time left, so I can't say when I'll be able to try this. I'll come back to this Topic as soon as I can work on it again.

 

The last thing I noticed (by accident) was, that vibrations seem to be part of the issue. When I closed a door on the desk, on which the PC is mounted, the issue was reproducible. I put the PC on printer paper packages and it worked better. Still appearing but way less frequent. I checked all cables all connections 3 times. Then I called a local Repair Shop to ask if I might go crazy...the guy told me he had a customer one day which had a faulty Keyboard. The cable was broken inside and whenever he moved his mouse (which cable lies right next to the keyboard cable) he had short circuit.

 

I told my user to switch one thing at a time but guess what he did 😂 He just switched Mouse+Keyboard+DisplayCable. Anyway, since he changed those three, the issue seem to be gone.

 

Like I said, I have less time but I wont forget about this topic. I'll report back anyway, for now it seems to be gone. If it still appears I'll make sure the user will change one thing at a time and I'll do the provided steps above.

 

Thank you very much Steven.

Best Regards, Mike.

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Steven_Intel
Moderator
1,782 Views

Many thanks for your reply.


I am glad to know the issue is not showing up anymore. As for now, I will close this thread and mark it as solved, however, if the issue appears again, this thread can still be used as a reference and the troubleshooting can be continued.


Best regards,

Steven G.

Intel Customer Support Technician.


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