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Prreed
Beginner
59 Views

Intel UHD Graphics 620

I have a Dell Latitude 5590 Laptop with the Intel UHD Graphics 620 hardware on the motherboard running Windows 10 64bit. The screen will not come back on when exiting "Sleep" mode or when I close the lid. I have performed a clean install of the latest Windows update(21H1), latest Intel drivers and so far no change. I have disabled sleep mode in power options, but when I close the laptop the screen goes off but I think the laptop is not in sleep mode. Anyone else having this problem? Back last year my desktop did something similar after a Windows 10 update, but since does not have the same problem.

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3 Replies
AndrewG_Intel
Moderator
39 Views

Hello @Prreed

Thank you for posting on the Intel® communities.


1- Did the system work before fine before. If yes, what changes did occur at that moment? Was there any recent Windows* or driver update? Or was any hardware/software change? Please provide.

2- If this worked before, by any chance do you handle the list of driver versions that you have tested? Do you know what driver versions work and which versions don't?

3- Please provide screenshots of the power options that you have disabled.

4- Is the behavior happening when the system is plugged into the power source, when using only battery, or with both?

5- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

  • Download the Intel® SSU and save the application on your computer
  • Open the application, check the "Everything" checkbox, and click "Scan" to see the 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".
  • To save your scan, click Next and click Save.
  • Once you have saved the file (.txt file), please attach it to your reply.
  • To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.


Best regards,

Andrew G.

Intel Customer Support Technician


Prreed
Beginner
33 Views

The laptop belongs to a friend. He said it started some time ago but all he knows is that when he went to use the laptop, the screen would not come on. He had to hold down the power button and restart it. I have the power options set to never sleep, never shut the hard drive down and never hibernate.

Prreed
Beginner
33 Views

Also, I have tried several different graphics drivers with no success.

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