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Lenovo L-13 Gen2 With iris xe graphic using Docking HDMI slot have flashing/freezing error

Raymond_C
Beginner
743 Views

Hello, I currently have about 100
Lenovo L-13 gen2 using Lenovo type-c docking gen 2.
most of the users use VGA to HDMI convertors.

about over 60% of the computer have the issue below:

1. when using the Docking HDMI out to extend monitor, User pc suddenly black screen about 1~2 seconds many times and return to normal in daily basis.

2. Some of the users pc extend monitor, suddenly change to a random colour and cannot return normal until user unplug and replug the docking/HDMI

3. Some users pc extend monitor turn to a black screen and unable to return to normal until the user restart the computer

 

4. All laptops already update to the latest driver to 30.0.100.9805

5. All laptop docking versions (driver/FW) already update to the latest version


Driver:1.0.7.04131
FW:1.0.8.03231

https://support.lenovo.com/us/en/accessories/acc500106

6. Monitor Directly plug into the laptop or monitor plug into docking display port then type-c plug connect to laptop without any problem

7. We used the monitor model below.


HP:
LE2002x
P201
P202
P203
P22 G4

Lenovo:
E24-20

Asus:
VZ229

Please advise what I should do with this case. Thank you very much.

0 Kudos
7 Replies
Raymond_C
Beginner
701 Views

Here is more detail from the ssu:

# SSU Scan Information
Scan Info:
Version:"2.5.0.15"
Date:"08/26/2021"
Time:"00:01:20.8651537"

# Scanned Hardware
Computer:
BaseBoard Manufacturer:"LENOVO"
BIOS Mode:"UEFI"
BIOS Version/Date:"LENOVO R1FET35W (1.09 ) , 10/05/2021 12:00 上午"
CD or DVD:"Not Available"
Embedded Controller Version:"1.8"
Platform Role:"Mobile"
Processor:"11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz , GenuineIntel"
Secure Boot State:"On"
SMBIOS Version:"3.2"
Sound Card:"Realtek High Definition Audio(SST)"
Sound Card:"ThinkPad USB-C Dock Gen2 USB Audio"
Sound Card:"適用於 Bluetooth® 音訊的 Intel® 智慧型音效技術"
System Manufacturer:"LENOVO"
System Model:"20VJS0JF00"
System SKU:"LENOVO_MT_20VJ_BU_Think_FM_ThinkPad L13 Gen 2"
System Type:"x64-based PC"
- "Display"
Intel ® Graphics Driver Version:"Not Available"
- "Intel(R) Iris(R) Xe Graphics"
Adapter Compatibility:"Intel Corporation"
Adapter DAC Type:"Internal"
Adapter RAM:"1.00 GB"
Availability:"Running or Full Power"
Bits Per Pixel:"32"
- "Caption":"Intel(R) Iris(R) Xe Graphics"
Link:"http://www.intel.com/content/www/us/en/search.html?keyword=Iris+Xe+Graphics"
CoInstallers:"oem149.inf,iTGLD_w10_DS,Internal,Intel(R) Iris(R) Xe Graphics Family"
Color Table Entries:"4294967296"
Dedicated Video Memory:"Not Available"
Driver:"igdkmdn64.sys"
Driver Date:"07/23/2021 08:00 上午"
Driver Path:"C:\Windows\system32\DriverStore\FileRepository\iigd_dch.inf_amd64_2fe24960ae166144\igdkmdn64.sys"
Driver Provider:"Intel Corporation"
Driver Version:"30.0.100.9805"
INF:"oem149.inf"
INF Section:"iTGLD_w10_DS"
Install Date:"Not Available"
Installed Drivers:"C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_2fe24960ae166144\igdumdim64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_2fe24960ae166144\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_2fe24960ae166144\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_2fe24960ae166144\igd12umd64.dll"
Last Error Code:"Not Available"
Last Error Code Description:"Not Available"
Last Reset:"Not Available"
Location:"PCI bus 0, device 2, function 0"
Manufacturer:"Intel Corporation"
Microsoft DirectX* Version:"DirectX 12"
Monochrome:"No"
Number of Colors:"4294967296"
Number of Video Pages:"Not Available"
PNP Device ID:"PCI\VEN_8086&DEV_9A49&SUBSYS_508917AA&REV_01\3&11583659&2&10"
Power Management Capabilities:"Not Available"
Power Management Supported:"Not Available"
Refresh Rate - Current:"60 Hz"
Refresh Rate - Maximum:"75 Hz"
Refresh Rate - Minimum:"50 Hz"
Resolution:"1920 X 1080"
Scan Mode:"Noninterlaced"
Service Name:"igfxn"
Status:"OK"
Video Architecture:"VGA"
Video Memory:"Unknown"
Video Processor:"Intel(R) Iris(R) Xe Graphics Family"
- "Memory"
Physical Memory (Available):"11.56 GB"
Physical Memory (Installed):"16 GB"
Physical Memory (Total):"15.67 GB"
- "BANK 0"
Capacity:"8 GB"
Channel:"Controller0-ChannelA"
Configured Clock Speed:"3200 MHz"
Configured Voltage:"1200 millivolts"
Data Width:"64 bits"
Form Factor:"SODIMM"
Interleave Position:"Not Available"
Manufacturer:"Micron Technology"
Maximum Voltage:"Not Available"
Memory Type:"Unknown"
Minimum Voltage:"Not Available"
Part Number:"4ATF1G64HZ-3G2E1"
Serial Number:"00000000"
Status:"Not Available"
Type:"Synchronous"
- "BANK 0"
Capacity:"8 GB"
Channel:"Controller1-ChannelA"
Configured Clock Speed:"3200 MHz"
Configured Voltage:"1200 millivolts"
Data Width:"64 bits"
Form Factor:"SODIMM"
Interleave Position:"Not Available"
Manufacturer:"Micron Technology"
Maximum Voltage:"Not Available"
Memory Type:"Unknown"
Minimum Voltage:"Not Available"
Part Number:"4ATF1G64HZ-3G2E1"
Serial Number:"00000000"
Status:"Not Available"
Type:"Synchronous"
- "Motherboard"
Availability:"Running or Full Power"
BIOS:"R1FET35W (1.09 ), LENOVO - 1090"
Caption:"主機板"
Chipset:"Not Available"
Date:"05/10/2021 08:00 上午"
Install Date:"Not Available"
Last Error Code:"Not Available"
Last Error Code Description:"Not Available"
Manufacturer:"LENOVO"
Model:"Not Available"
Part Number:"Not Available"
PNP Device ID:"Not Available"
Power Management Capabilities:"Not Available"
Power Management Supported:"Not Available"
Product:"20VJS0JF00"
Serial Number:"W1KS12311M5"
Status:"OK"
Version:"SDK0J40697 WIN"
- "Operating System"
.Net Framework Version:"4.0,4.8"
Boot Device:"\Device\HarddiskVolume1"
Locale:"台灣"
OS Manufacturer:"Microsoft Corporation"
OS Name:"Microsoft Windows 10 專業版"
Other OS Description:"Not Available"
Page File:"C:\pagefile.sys"
Page File Space:"2.38 GB"
Physical Memory (Available):"11.60 GB"
Physical Memory (Installed):"16 GB"
Physical Memory (Total):"15.67 GB"
System Directory:"C:\Windows\system32"
Version:"10.0.19042 Build 19042"
Virtual Memory (Available):"13.67 GB"
Virtual Memory (Total):"18.05 GB"
Windows Directory:"C:\Windows"
- "Installed Updates"
KB2151757:"Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219 [24/3/2021]"
KB2151757:"Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219 [24/3/2021]"
KB2467173:"Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219 [24/3/2021]"
KB2467173:"Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219 [24/3/2021]"
KB2468871:"Microsoft .NET Framework 4 Extended [Not Available]"
KB2468871:"Microsoft .NET Framework 4 Client Profile [Not Available]"
KB2468871v2:"Microsoft .NET Framework 4 Client Profile [Not Available]"
KB2468871v2:"Microsoft .NET Framework 4 Extended [Not Available]"
KB2478063:"Microsoft .NET Framework 4 Client Profile [Not Available]"
KB2478063:"Microsoft .NET Framework 4 Extended [Not Available]"
KB2533523:"Microsoft .NET Framework 4 Extended [Not Available]"
KB2533523:"Microsoft .NET Framework 4 Client Profile [Not Available]"
KB2544514:"Microsoft .NET Framework 4 Extended [Not Available]"
KB2544514:"Microsoft .NET Framework 4 Client Profile [Not Available]"
KB2600211:"Microsoft .NET Framework 4 Extended [Not Available]"
KB2600211:"Microsoft .NET Framework 4 Client Profile [Not Available]"
KB2600217:"Microsoft .NET Framework 4 Extended [Not Available]"
KB2600217:"Microsoft .NET Framework 4 Client Profile [Not Available]"
KB4534170:"Update [4/20/2020]"
KB4537759:"Security Update [4/20/2020]"
KB4545706:"Security Update [4/20/2020]"
KB4562830:"Update [3/24/2021]"
KB4577586:"Update [3/24/2021]"
KB4580325:"Security Update [3/24/2021]"
KB4586864:"Security Update [2/23/2021]"
KB4589212:"Update [3/24/2021]"
KB5003537:"Update [8/18/2021]"
KB5003742:"Security Update [7/26/2021]"
KB5004237:"Security Update [8/18/2021]"
KB982573:"Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219 [24/3/2021]"
KB982573:"Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219 [24/3/2021]"
SP1:"Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219 [Not Available]"
SP1:"Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219 [Not Available]"

Alberto_R_Intel
Moderator
722 Views

Raymond_C, Thank you for posting in the Intel® Communities Support.

 

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Are those new computers?

When were they purchased?

Were they working fine before?

When did the issue start?

Did you make any recent hardware/software changes besides updating the graphics driver to 30.0.100.9805?

Is there any particular reason why you needed to update the driver to that version?

Just to confirm, besides the built-in monitor of the laptop, you are connecting only one external monitor to the computer, is that correct?

Which Windows* version are they using?

Please attach the SSU report from at least 5 computers that are showing the issue so we can verify further details about the components in those platforms, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

 

Raymond_C
Beginner
709 Views

Hello, thank you for your quick reply.

All laptops are brand new computers purchased about a few months~a years ago(since we didn't deploy it all at once to our user). We haven't noticed any problem in the first few weeks since users didn't report any issue. but user start report they have a flashing screen error about three months ago, but from what I heard it already happen while but recently getting serious.

We keep updating the bios/Docking FW/ Docking drive /Graphics driver at the latest version every week because the Lenovo support told us to do so, but seems like not working at all. All users connecting only one external monitor to the computer. The user mostly is using version Window 10 20H2 right now but the detailed version is unsure right now.

Unfortunately, For the data safely we are unable to provide the SSU report at the moment. But I will provide it after my supervisor approve. Thank you very much.

Please advise next step. Thank you very much.



Raymond_C_0-1630058761235.pngRaymond_C_1-1630058785378.png

Raymond_C_2-1630058864825.pngRaymond_C_3-1630058973999.png

 

Raymond_C_4-1630058998886.png

Raymond_C_5-1630059050854.pngRaymond_C_6-1630059073482.pngRaymond_C_7-1630059098149.png

 

Alberto_R_Intel
Moderator
698 Views

Hello Raymond_C, You are very welcome, thank you very much for providing that information and the pictures.


"For the data safely we are unable to provide the SSU report at the moment", no problem at all, we completely understand that situation.


You mentioned "6. Monitor Directly plug into the laptop or monitor plug into docking display port then type-c plug connect to laptop without any problem", based on that statement and due to the number of computers that are showing problems, what we suggest to do next will be to get in contact directly with Lenovo Support so they can debug this issue. It seems the problem is related to compatibility between the docking station and the laptops, so the best thing to do will be to get in contact directly with them to confirm that information, to report this scenario, to verify if they have a fix for this subject, if they can reproduce the problem using the same exact computers that you are using, if a physical inspection of the devices is needed and for further assistance on this matter. If necessary they will get in contact directly with Intel® internally to work on a possible solution for this scenario like for example a new driver release:

https://support.lenovo.com/us/en


Regards,

Albert R.


Intel Customer Support Technician


Raymond_C
Beginner
678 Views

Dear Albert,

Thanks for the advice, we have contact Lenovo support last week. but seems like they are unable to identify the problem we currently have. But we will keep in touch and exchange the detail we both observed. thank you very much for your kindly help.

-Raymond

Alberto_R_Intel
Moderator
667 Views

Hi Raymond_C, You are very welcome, thank you very much for letting us know those updates.


"But we will keep in touch and exchange the detail we both observed", Yes, that will be the best thing to do in this case, hopefully, they will be able to identify the issue and provide a possible solution for it.


Any other inquiries, do not hesitate to contact us again.


Regards,

Albert R.


Intel Customer Support Technician


Raymond_C
Beginner
581 Views

For this case follow up, we confirm that the docking HDMI out port is not compatible with type-c input. so all our users switch to use DP port until today all users don't have any errors occur anymore.

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