Lid is closed and graphics freeze

[Dunger]

Hello,

Please need Intel specialist's help.

I have 2 laptops:

1) Lenovo T570 - Intel® Core™ i5-7200U - Intel HD Graphics 620

2) Lenovo T580 - Intel® Core™ i5-8250U - Intel UHD Graphics 620 (tested on 2 devices, the same)

On them it is installed all the latest drivers: Intel® Graphics Driver 31.0.101.2127

Intel® 7th-10th Gen Processor Graphics - Windows*

In Control panel - Power Options, the option - When close the lid is set up - Nothing.

It is installed Anydesk or another remote view app.

So, with the closed Lid on T570, when you connect everything works fine, without any freezing.

With the closed lid on T580, there are issues.

On opened windows, when you try to minimize, that Windows remains without changes on full display, but cannot click on it. It becomes working again if the windows are opened from Taskbar

A lot of such issues are specified here, but the solutions don't work: 

AnyDesk (Fast Remote Desktop App) fails to respond when laptop lid is closed : r/Windows10 (reddit.com)

Unable to interact if laptop lid is closed (TV works) · Issue #4296 · rustdesk/rustdesk · GitHub

Closing laptop lid breaks remote control program - Networking - Spiceworks Community

Probably, the issue is not only about GPU, but maybe CPU is also.

Please help to repair this annoying issue wich makes uncomfortable working

[Caguicla_Intel]

Hello Dunger,

Thank you for contacting Intel Customer Support!

For us to check your concern, please provide the following information:

1. Could you let us know when the problem was noticed? Was everything functioning correctly with your setup before this issue?
2. Regarding your statement when you attempt to minimize open windows, they remain fully displayed and unresponsive to clicks. However, they resume functionality if reopened from the Taskbar'—by 'windows', are you referring to the applications you're using?
3. Please elaborate on your current setup, including the reasons for remotely accessing the laptops. Are the laptops located elsewhere?
4. Would it be possible for you to capture and share a video demonstrating the problem and how it occurs?

Awaiting your reply. 

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Dunger]

Hello support, 

Thanks for your reply.

1) it was noticed after clean install the OS Windows 11 Pro, more than half a year. I've thought that this issue is only on that device, but last week I prepared the same model with Clean OS and the same issue on connecting from Anydesk.

2) Yes, they remain fully displayed and unresponsive to clicks and resume functionality if reopened from the Taskbar

3) yes, that laptop is remote located and bust be active always. So, with Anydesk it can be accessed every time.

4) yes, I can do screen videos, from phone Anydesk app and from another laptop. And, also, I can do such case with model T570, to seem the difference. Let me know, where could I upload those videos?

[Caguicla_Intel]

Hi Dunger,

Appreciate your swift response on this matter.

Could you please confirm if you've had the opportunity to test or pinpoint the problem by remotely accessing the laptop while the lid remains open? I'm interested in determining whether the issue arises exclusively when the lid is closed.

Feel free to share the video here or upload it to a cloud service and provide us with the link.

Please also provide a System Support Utility (SSU) log from both systems. This will allow us to check your system details and configuration.

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Dunger]

Hello

Yes, I confirm, only when lid is closed such issue, Lenovo T580.

I upload 3 files:

1) scan provided by SSU

2) video screen, connected to laptop with lid closed from Anydesk on Android.

3) video screen, connected to laptop with lid open from Anydesk on Android

If I connect from another laptop, there is the same.

Link was deleted, the files were provided below.

On Lenovo T570, no such issue.

[Caguicla_Intel]

Hello Dunger,

Thank you for your reply.

I'm encountering difficulties in downloading or accessing the files from the provided link, as our system's security settings are blocking it. Could you possibly upload the files to an alternative link or cloud service?

It's also important to be aware that you're operating an Original Equipment Manufacturer (OEM) device. Your device's manufacturer might have modified features, added customizations, or adjusted certain components to enhance compatibility with your system.

Additionally, I've looked into the drivers for your T580 laptop. Could you confirm if this model matches your device? According to the latest information, the most recent Graphics driver available on their website is version 30.0.100.9865. I'm interested to know if you've already attempted using this driver and whether the issue persists after installation.

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Dunger]

Hello,

Yes, it is that model you provided.

After Clean OS install all drivers were greater than from site on Lenovo.

After that all drivers were updated accordingly your last drivers from here - Intel® 7th-10th Gen Processor Graphics - Windows*

So, they are 31.0.101.2127 from 2/1/2024

Files attached below to this message

[RamyerM_Intel]

Hello Dunger, 

Thank you for sharing this details.Kindly please allow us sometime to analyze this logs and I promise to get back to you as soon as possible. 

Ramyer M. 

Intel Customer Support Technician

[RamyerM_Intel]

Hello Dunger, 

Thank you for patiently waiting. Upon coordinating with our team ,we have some additional questions regarding this inquiry to help us conduct a more thorough investigation. Please share the following details:

1. Were you able to reach out to Anydesk before contacting us?
2. Have you had the opportunity to consult with your laptop's manufacturer for further insights?
3. Please also share with us the version of Anydesk experiencing the issue.

I will be waiting for your reply.

Ramyer M.

Intel Customer Support Technician

[Dunger]

Hello,

Sorry, replied below

[RamyerM_Intel]

Hello Dunger, 

I am just checking in regarding the information we have asked in my previous post. Feel free to let us know so we can better assist you. Thank you.

I will be waiting for your reply.

Ramyer M. 

Intel Customer Support Technician

[Dunger]

Hello,

1. Were you able to reach out to Anydesk before contacting us? - No, because it works fine on all other laptops.
2. Have you had the opportunity to consult with your laptop's manufacturer for further insights? - No
3. Please also share with us the version of Anydesk experiencing the issue. - Used 7.0.7.msi installer and 8.0.10.msi installer, official from anydesk. The same issue with all versions. Only on T580

[RamyerM_Intel]

Hello Dunger, 

Thank you for replying back to us with the needed information. We will proceed in investigating this internally and get back to you as soon as possible. 

Ramyer M. 

Intel Customer Support Technician