Screen goes blank / blank as soon as I enable Intel UHD 770 display driver on my Windows 11 PC

[Vij]

The screen of my Windows 11 desktop PC (details are attached) goes blank as soon as I enable the Intel UHD 770 graphics driver. The display works fine with the Microsoft provided basic display driver.

I have updated the BIOS, chipset drivers, got the latest display drivers, reinstalled the OS, etc. - nothing works. As soon as I enable the UHD 770 driver, the screen goes blank.

The PC is running fine otherwise, as I am able to remote desktop into it even when the screen is blank. Obviously, the monitor and cable are fine, since they both work with the Microsoft display driver.

Can you please help figure out what the issue may be?

[AlHill]

Just because the cable works with the basic display adapter does not mean the cable is good.

Try a better quality cable.

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

[Vij]

I have tried with a different cable as well - same result. 

[AlHill]

Not different cable, but a better quality cable.

So the Intel support engineers can have more information about your system, Please download and run the Intel System Support Utility (https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- ) for Windows. Select all data categories and then have it generate a report. Next, have the tool Save the report to a text file (don't try to use the Submit capability; it doesn't work). Finally, using the Drag and drop here or browse files to attach dialog below the edit box for the body of your response post, upload and attach this file to the response post.

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

[Vij]

Sorry for not being clearer. I am using a pretty good cable now - thick, with ferrite cores at either end, gold connectors, expensive. This cable+monitor combo have worked flawlessly with all my other systems. But I get a black screen on this PC as soon as I enable the UHD 770 device.

The output of the Intel System Support Utility for Windows is attached.

By the way, there are not error logs in the Windows Event Viewer that I can find when the black screen happens.

[Jose_Intel]

Hello @Vij

Thank you for posting on the Intel️® communities.

I am sorry to hear that you have problems with Intel® UHD Graphics 770, and I’ll be more than happy to help you and I am glad to hear that the community was already helping with the issue.

Please answer the following:

·       Was it working before?

·       Did you make a software change that might be the cause of the issue?

·       Have you tried using another monitor? 

Also, please go to your BIOS settings and load the defaults. (Please contact the manufacturer in case you need additional help)

Then, run the Display Driver Uninstaller (DDU), you will find the instructions there.

After that, please install the latest driver: Intel® Arc™ & Iris® Xe Graphics - WHQL - Windows*

Best regards,

Jose B.

Intel Customer Support Technician

[Vij]

Hi Jose,

No, it was never working before. I have tried another monitor and the screen stays blank with the other monitor as well.

I just updated to the latest BIOS from the motherboard manufacturer website and loaded the defaults.

I also just ran the DDU and reinstalled the latest drivers from the links you provided.

Unfortunately, none of this has helped. As soon as the drivers completed installation, the screen went blank. I had to remote desktop into the PC and disable the Intel 770 UHD driver (and reboot) before the screen came back on again.

Thanks,
Vij

[Jose_Intel]

Hello @Vij

Thank you for following all the steps.

I am sorry to hear that the issue persists. Let us check this internally, as soon as we have an update, we will let you know by posting here.

Best regards,

Jose B.

Intel Customer Support Technician

[Jose_Intel]

Hello Vij

We understand you have opened a web portal case with us and we will continue to help you through that channel now.

We will therefore close this community case. Thank you