Graphics
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UHD 620 and Screen Going Blank

Jeff_TS
Beginner
1,438 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.

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6 Replies
Carlos_L_Intel
Employee
1,403 Views

Hello @Jeff_TS,


Thank you for posting on the Intel® communities. I'm sorry for the inconvenience this might have caused you. Please help me with the following information in order to assist you: 


  • Are you using a straight cable into the port or are you using any type of adapter or docking station?  
  •  When did the issue start? Were there any recent changes?  
  •  Does this only happen on this app? 
  •  To get more information from your system, please install the Intel® System Support Utility (Intel® SSU): https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View". Click on "Next", save the report and attach it to your response.


Best regards, 


Carlos L.  

Intel Customer Support Technician.


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Carlos_L_Intel
Employee
1,364 Views

Hello @Jeff_TS,


Were you able to check the previous post? Let us know if you still need assistance.  


Best regards,  


Carlos L.  

Intel Customer Support Technician.


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Jeff_TS
Beginner
1,348 Views

I did, thank you! I've forwarded the request to our technical team. I'll get you a response next week!

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Alberto_R_Intel
Employee
1,295 Views

Jeff_TS, Thank you very much for your response.


Perfect, no problem at all, take your time and once you get the chance, let us know about any updates.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
1,257 Views

Hello Jeff_TS, I just wanted to check if there are any updates on this scenario and if you still need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician



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Andres_Intel
Employee
1,205 Views

Hello Jeff_TS,

 


We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

  


Best regards, 


Andres P.  

Intel Customer Support Technician


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