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agibi
Beginner
782 Views

Nel Surface Pro 3 con Windows 10 1809, il driver Intel Graphic va in conflitto col sistema e lo schermo diventa nero, rendendo il pc inutilizzabile. Vi prego aiutatemi, quelli di Microsoft mi hanno già abbandonato. Che faccio?

 
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9 Replies
Alberto_R_Intel
Moderator
108 Views

agibi, Thank you for posting in the Intel® Communities Support. Did you make any recent hardware/software changes? Was it working fine before? When did the issue start? Could you please explain what do you mean by "the Intel® Graphic driver conflicts with the system"? We recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them work with your specific platform. For this scenario we recommned to install the drivers using the following link: https://www.microsoft.com/en-us/download/details.aspx?id=38826 What is the model of the processor? By any change, do you know the graphics controller used by the Surface Pro 3? I looked on Microsoft's web site but that information is not showing: https://support.microsoft.com/en-us/help/4037669/surface-surface-pro-3-specifications You can also provide the SSU report and we will be able to verify those details: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility To attach the report, once you choose "reply" select the "clip" icon located on the lower left corner. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
agibi
Beginner
108 Views

Hi Alberto, thanks for your reply.

I didn't make any hardware change. I only have formatted my Surface Pro 3 and reinstalled with a Windows 10 v. 1809 ISO image, downloaded from Microsoft with Media Creation Tool.

After configured Windows, the system starts and Windows Update search for new software/drivers. When the driver for Intel Graphics is installing, the display become black, and doesn't power on anymore. I've attended for many hours, but the display remain black.

The processor of my Surface Pro 3 is: Intel(R) Core(TM) i3-4020Y CPU @ 1.50 GHZ.

The driver of the video card is: Intel(R) HD Graphics Family.

What is an SSU REPORT? How can I make it?

P.S. Sorry for my english

 

Alberto_R_Intel
Moderator
108 Views

Hi agibi, You are very welcome, thank you for providing those details. The SSU file is a report of your system configuration, by accessing the link provided previously you will be able to run the tool and get the report. Since the Intel® Core™ i3-4020Y works with Intel® HD Graphics 4200, we can try to install the Intel® generic driver version 15.40.41.5058: https://downloadcenter.intel.com/download/28163/Intel-Graphics-Driver-for-Windows-15-40-?product=814... Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
agibi
Beginner
108 Views

report.JPGHi Alberto,

 

I've done a screenshot of graphic card specs using the Windows tool msinfo32.

Is it enough for you? I haven't found any tool in the link you posted to me.

Regards,

Antonio

Alberto_R_Intel
Moderator
108 Views

Hi agibi, Thank you very much for providing that picture, we really appreciate that. Here is the link for the SSU tool: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Based on the information showing in the picture, we can confirm that the graphics driver version installed is 20.19.15.4568, do you know if that driver version is the one provided by Microsoft*? Did you try Intel® generic graphics driver version 15.40.41.5058? https://downloadcenter.intel.com/download/28163/Intel-Graphics-Driver-for-Windows-15-40-?product=814... Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
agibi
Beginner
108 Views

Hi Alberto, thanks for your reply.

 

I've attached to you the report of my system in TXT format.

 

The driver of video card used in Surface Pro 3 is the 20.19.15.4568 version.

 

I've tried to install the generic graphics driver version 15.40.41.5058, but Windows don't allow me to use it. The message is: the driver is not compatible with this Windows Version.

 

Regards,

Antonino G.

Alberto_R_Intel
Moderator
108 Views

Hi agibi, You are very welcome. Thank you very much for providing those details and the report. The Intel® graphics drivers are generic, meaning they might or might not work with your system. If the driver version 20.19.15.4568 is the one that is currently installed and the computer has no problems, then we recommend to keep using that driver, that is the proper driver for your platform. If by any chance, the problem remains when using the driver provided by Microsoft* 20.19.15.4568, then the next thing to do will be to get in contact with them directly to confirm if there might be a customized driver for your computer or to verify if they are doing a driver debugging and if they have further suggestions on this subject: https://support.microsoft.com/en-us Please let us know the results. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
agibi
Beginner
108 Views

Hi Alberto,

 

sorry if I can reply you only now, but I've done many tests for resolving my problem. I've formatted the Surface many times, installed various versions of the Intel graphic driver, but the problem is still here, and I haven't solved it.

It seems that the driver conflicts with another functions of Windows 10 v. 1809.

The strange thing is that sometimes the pc works regularly, and sometimes it presents the black screen before the windows login screen.

I haven't understood what is the process that cause this and so the only solution for me is to use a previous version of Windows 10, blocking with a third part software the Windows Update downloads.

I want to thank you sincerely for your availability, you were really kind.

 

Regards,

Antonino

 

Alberto_R_Intel
Moderator
108 Views

Hi agibi, You are very welcome, no problem at all, thank you for letting us know those updates, we are sorry to hear the issue persists. It is hard to know for sure what might be the reason of the problem, but we are glad to hear that you found a workaround by blocking the Windows updates to be able to use the computer. From our side what we recommend, in the case the problem persists, is to contact Microsoft directly for further suggestions on this topic. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
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