Laptop screen went black, Intel graphics

[Larxpendia]

Hi, 

I have a laptop (aorus 15G KB) with intel graphics on it (10th generation of intel). I have two displays: the external screen controlled by nvidia graphics works fine,  but the main screen of the laptop went black for no reason while i was using the pc. When I boot the computer, the screen flashes a few times the aorus logo but its displaced, and finally it turns black again. I tried reinstalling the intel graphics drivers but got no solution, only the flashes. I got into the events for the intel (R) UHD graphics driver and  got this: 

El dispositivo PCI\VEN_8086&DEV_9BC4&SUBSYS_76BC1458&REV_05\3&11583659&0&10 tuvo un problema al iniciarse.

Nombre del controlador: oem16.inf
GUID de clase: {4d36e968-e325-11ce-bfc1-08002be10318}
Servicio: igfx
Filtros inferiores:
Filtros superiores:
Problema: 0x0
Estado del problema: 0xC00000E5

I got this same problem a year ago and it kinda solved itself randomly one day, i dont know what to do. 

Thx! 

[JeanetteC_Intel]

Hello Larxpendia,

Thank you for posting in Intel Communities.

To better diagnose this issue, I need some additional system information:

1) Can you confirm this is your actual device: AORUS 15G KB (Intel 10th Gen)?

2) Any changes made before the issue began (Windows updates, driver updates, settings modifications, etc.)?

3) Regarding the graphics driver reinstallation you mentioned:

• Was the driver installed manually or through an automatic updater/notification?
  • If manual, please share the exact download source
• What driver version was installed before the issue occurred?

4) What are your external display settings (resolution, refresh rate, color depth)?

5) How is the external monitor connected (HDMI, DisplayPort, USB-C, mini-DP) and what cable type are you using?

6) Please share your SSU log file, so I can check your system configuration that may help with further investigation of the issue.

I look forward to your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Larxpendia]

Hello,

Thank you for  for your answer 

1) Yes,  i can confirm that aorus 15G KB is my device. 

2) When the issue began I was using the external monitor and the main monitor from the laptop. During the past year I've been using two external monitors (one through HDMI and one through mini-displayport) instead of the main screen from the laptop due to the past issues that I had experimented, despite of this, the main screen was doing fine because i checked it several times. 
The day of the issue i went from the two external monitors configuration to the one external and main screen configuration and I was able to use the computer for maybe 6 or 7 hours without any problem: main screen at 240Hz refresh rate and 1080p and external screen at 155Hz and QHD. 

3) For ther driver installation, i downloaded it from the gigabyte web: https://www.gigabyte.com/es/Laptop/AORUS-15G--Intel-10th-Gen/support#support-dl

-Then i uninstalled the Intel UHD graphics from the device manager   and rebooted the pc before installing the downloaded driver 

- I dont know which driver version was installed, but it was the latest available (I had it checked by the Intel® Driver & Support Assistant)

4) At the moment this is the external monitor configuration: 

resolution: 2560x1440

refresh rate: 155Hz

Color depth: 8-bits 

Color format: RGB

In the windows menu i have the extend desktop mode and the configuration that is displayed for the main monitor (althought it is completely black) is: 1920x1080, 240Hz, 8-bits, RGB 

5) The external monitor is connected through mini DisplayPort and the cable is this one: https://www.amazon.es/dp/B09Q2TXT39?ref=ppx_yo2ov_dt_b_fed_asin_title&th=1 (Silkland Cable Mini DisplayPort a DisplayPort 1.4, 8K@60Hz, 4K144Hz,120Hz, 2K 240Hz, Mini DP/Thunderbolt 2)

6) I attached the data to the reply, hope that its okay this way (im new to the forum, sorry) 

Thank you for your attention, 

Larx 

[JeanetteC_Intel]

Hello Larxpendia,

Thank you for providing these detailed system specifications and configuration details. To help us further diagnose this issue, could you please provide the following additional information:

1) Although the current setup worked for 6 to 7 hours before it gave you the black screen on the native display, can you check if what happens if you unplug the external display?

2) Is the external monitor you're currently using a completely new device, or is it one of the same monitors from your previous dual external display configuration (where you simply disconnected one of the two monitors you were using before)?

3) Please share the make, model, and specifications of your current external monitor.

4) I noticed that Windows 11 drivers aren't available on the AORUS 15G support page. Could you perform a clean installation using the latest Intel® 7th-10th Gen Processor Graphics driver (Windows* version 31.0.101.2137) instead?

Looking forward to your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Larxpendia]

Hello again,

Thank you for your answer

1) When I unplug the external monitor while I'm using the laptop, the main screen remains black, it doesn't flick or anything like that, it just remains completely black. When i start the pc with te external screen unpluged i get the same. 

2) It is one of the same monitors I was using in the dual display, the one that was connected at the display miniport and still is.

3) The external monitor is: "Monitor AOC Q27G2E 27" LED QHD 155Hz FreeSync Premium " https://aoc.com/es/gaming/products/monitors/q27g2e

4) I performed a clean istallation as said in the web, still got the screen in black, but when I rebooted the pc i got some flickering of the aorus logo in the main screen before the system displays in the external monitor, as had happened before. I got it on video, will atached it to the message. 

5) I've been messing arround with the screen configuration in windows these days in case it helped the issue and this is what I got: I turned down the refresh rate of the main screen from 240 HZ to its lower mode, 60 Hz. When I do this, it flickers one time, showing the desktop for a moment. Then, when I change from duplicate desktop mode to extend desktop mode, the main screen flickers again  and for an instant it displays the menu, i got it on video. Maybe there is a conflict with the refresh rate? If i repeat this configuration change with the main monitor on 240 Hz, it doesnt show any flickering at all, it remains completely black. 

[JeanetteC_Intel]

Hello Larxpendia,

Thank you for the detailed information and extensive testing. Let me examine this case internally and I'll get back to you with our recommendations shortly.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Larxpendia,

I'm still conducting a comprehensive analysis of your case. Could you please try adjusting both displays (external and laptop) to 60Hz refresh rates?

Given that your laptop screen doesn't function when the external monitor is unplugged, would it be possible to connect your monitor to another laptop to isolate the problem? Also, could you attempt starting your laptop in safe mode with no external display attached?

I'd appreciate an update on how these steps work out.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Larxpendia,

Resending with corrections below:

I'm still conducting a comprehensive analysis of your case. Could you please try adjusting both displays (external and laptop) to 60Hz refresh rates?

Given that your laptop screen doesn't function when the external monitor is unplugged, would it be possible to connect your monitor to another laptop to isolate the problem? Also, could you attempt starting your laptop in safe mode with external display attached?

I'd appreciate an update on how these steps work out.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Larxpendia,

Were you able to check the previous post? 

Let us know if you have any questions. 

Best regards,

JeanetteC.

Intel Customer Support Technician

[Larxpendia]

Hello again, sorry, i couldnt answer early 

I adjusted the two screens to 60 Hz but it made no difference

I plugged the external monitor to another laptop through the minidisplayport and it worked well. I tried to iniciate the laptop in safe mode but when i boot the system I cannot navigate through the menu because the external monitor shows no display. 

Thank you for your attention 

[JeanetteC_Intel]

Hello Larxpendia,

Thank you for the update.

Your testing confirms the external display and connection are functioning correctly since they work with another device. Given that you have the current onboard graphics driver (31.0.101.2137), this points toward a likely hardware issue.

Since this is an OEM system, I strongly recommend reaching out to your manufacturer's support team. They'll be best positioned to run proper hardware diagnostics and determine the appropriate repair or replacement options.

Sincerely,

JeanetteC.

Intel Customer Support Technician