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UHD 620 and Screen Going Blank - New Thread

Jeff_TS
Beginner
1,433 Views

My company uses the Posiflex 6015 POS terminal running Windows 10 with a secondary attached customer facing screen which plays advertisements. The software runs in Electron 21.3. The software was build using the latest version of React 18.2. When there is no active movement on the primary screen, the screen will randomly just go blank. Tapping the screen will cause the content to re-display. This does not happen on other POS terminals running the same software. The latest drivers have not fixed the issue. We have resorted to putting a clock with a second ticker on the most important pages to prevent the screen from going blank. Forum posts seem to indicate this is related to the GPU. Please provide a long term fix for this issue.

 

My technical team was delayed in providing requested information, so this is a new thread.

 

Notes:

  • Are you using a straight cable into the port or are you using any type of adapter or docking station? - The POS terminal has an integrated screen.
  •  When did the issue start? Were there any recent changes?  - This POS runs fine when not running our application in electron. It seems to be related to the way that the GPU interacts with electron. Other GPU's do not have this problem.
  •  Does this only happen on this app?  - Yes
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RussK
Beginner
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To add some additional technical detail to the issue:

 

As noted the application is in Electron 21.3; which uses a Chromium based browser.

The issue occurs when using the built-in HTML5 video player in the browser. We have two physical screens on the Posiflex 6015 terminal. There is a web-based UI on the primary screen (running in Electron) and then a separate renderer in that same Electron process that plays the video content on the secondary screen.

The video player runs through a playlist of different videos, generally using MP4 content.

What we find is any time the video player changes to a different video, the primary physical screen will go blank. If we use a "print screen" or VNC viewer, the contents that should be displayed are captured correctly. Thus it seems that the framebuffer, or whatever storage is used to get the screen contents, is still valid - however, the actual hardware screen displays blank.

We can workaround this issue by having something on the primary screen "update" to redraw the screen. Jeff noted that touching does this - because there's a small animation that plays when you touch the screen. On some screens we added a clock, since that constantly updates. Another workaround is using Windows Task Manager set to "Always on Top" - so that the process performance data is constantly causing the screen to redraw.

However, if the primary screen is left on something static that is not redrawing, then as noted above, once a new video starts in the player on the secondary screen, the primary screen will blank and will not recover until something causes it to redraw.

Using the same software, we do not have this issue on other Intel CPUs using other iGPUs. It seems to be specific to the CPU that has the UHD 620 iGPU.

We've tried using the latest drivers and it has not made a difference.

We've also tried upgrading Electron to 21.3 to get a newer Chromium backend, and that seemed to help in some cases but hasn't fully resolved the issue.

I would normally lean to say it's potentially a software issue being that the browser upgrade seemed to have made some improvement; however, as previously noted this only occurs on the UHD 620 iGPU. It does not happen on our other three terminal types that are using different GPUs.

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Jean_Intel
Employee
1,397 Views

Hello Jeff_TS,

 

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

 

To better assist you, please provide me with the following:

  • Have you made sure that you are running the latest Operating system updates?
  • You also mentioned that you tried the latest Drivers. Checking your system report, the driver installed 30.0.101.1340; however, the latest version available on the Posiflex website is v30.0.100.9955. In case you haven't, you should try to perform a clean driver installation. Corrupted files from previous installations of drivers can linger on a system which can cause driver updates to not work as expected.
  • Have you reached the application developer for recommendations?

 

Best regards,

Jean O. 

Intel Customer Support Technician


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Jean_Intel
Employee
1,356 Views

Hello Jeff_TS,


We hope you are doing fine.


Were you able to check the previous post?

Let us know if you still need assistance.


Best regards, 

Jean O.  

Intel Customer Support Technician


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Jeff_TS
Beginner
1,344 Views

Here are all three scans of all three Intel Driver Bundles being installed. It doesn’t really matter what Intel Driver Bundle we have installed, because all the bundles still will use Intel Graphics Driver Version 25.20.100.6519 for UHD Graphics 620. All the Intel Driver Bundles will still result in a black screen issue when using Electron.

30.0.101.1340 (Current Image Driver)

30.0.100.9955 (Latest Posiflex Driver)

31.0.101.2115 (Latest Intel Driver)

 

We do have the latest patches, and our software developer has been unable to get around this issue. Once again, we do have other terminals running the same software with different GPU's that do not have this problem.

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Jean_Intel
Employee
1,306 Views

Hello Jeff_TS,


Thanks for the information provided.


We understand that you have tried multiple driver versions for the UHD Graphics 620, and all the drivers will still result in a black screen when using Electron. 


We will proceed to check the issue internally and post back soon with more details. 


Best regards,

Jean O. 

Intel Customer Support Technician


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Jean_Intel
Employee
1,292 Views

Hello Jeff_TS,

 

We appreciate your patience.

 

After reviewing this matter, we would like to confirm the following information:

  • How many devices are affected?
  • Are you using a custom application? If so, share with us a sample of the application and the step-by-step on how to replicate this issue.
  • If you are using an external application, can you share with us where we can download the application?
  • Is it possible for you to try using newer hardware, such as an 11th Gen processor or newer? It is important to mention that Intel will be moving 6th - 10th Gen Intel Processor Graphics. Intel will provide software support for affected products on critical fixes and security vulnerabilities only. For further information, you should visit the article "Graphics Driver Support Update for 10th Generation and Older Intel Processor Graphics."

 

Best regards,

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
1,256 Views

Hello Jeff_TS,


We hope you are doing fine.


Were you able to check the previous post?

Let us know if you still need assistance.


Best regards, 

Jean O.  

Intel Customer Support Technician


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Jeff_TS
Beginner
1,216 Views

This issue impacts all Posiflex 6015 terminals. We are in the process of converting from one software to our newer software, and all terminals are showing this issue. Unfortunately the software is not easily shared, as it requires communication with a central server. I am having discussions with our technical team on how it might be possible to allow Intel to setup a lab with this software, or, how to provide a mock piece of software that would trigger the same defect.

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Jeff_TS
Beginner
1,187 Views

Would it be possible to coordinate a working session with a technician?

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Jean_Intel
Employee
1,164 Views

Hello Jeff_TS,

 

Thanks for the information provided.

 

We understand that you are looking for a working session with a technician. Since you are currently converting the devices to your newer software. You should create an account to submit your inquiry in our Intel®️ Developer Zone, as the document you refer to comes from this website. So, you receive further troubleshooting support and get access to documentation. Select the option for Development Software Support.

 

Intel®️ Developer Zone - Contact Page 

https://software.intel.com/en-us/support

 

Best regards,

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
1,062 Views

Hello Jeff_TS,

 

Thank you for posting on the Intel️® communities. 

 

We understand you have opened an email support case with us, and we will continue to help you through that channel now. We will therefore close this community case. Please, keep in mind that this thread will no longer be monitored by Intel.

 

Thanks for your understanding. 

 

Best regards

Jean O. 

Intel Customer Support Technician


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