UHD 730 causing randomly black screen

[Pyotr]

Here this is my previous post about UHD 730 https://community.intel.com/t5/Graphics/Problems-are-still-going-on-with-uhd-730/m-p/1366917#M106167

I have been experiencing randomly black screen lasts around 1 second. I have seen these black screens almost everyday. Last day after black screen I have seen color lines on a video preview you can see them in the attached file. 

 

[Alberto_R_Intel]

Pyotr, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this matter, first, we just wanted to confirm a few details about your system:

What is the model of the Intel® processor?

What is the model of the motherboard?

If this is a laptop, what is the model of it?

Is this a new computer?

When did you purchase it?

This problem, is it happening on streaming videos only or with videos that are locally stored in your system or both?

Were you seeing the black screens and color lines before on this specific machine?

If not, when did the issue start?

Did you make any recent hardware/software changes that might cause this issue?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Pyotr, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Pyotr]

Sorry Alberto, I forgot to check here. After my post I installed a windows update which is for Intel Graphics I think it helped but not sure anyway I did the ssu scan and attached the report. I have had problems since I bought this 11400 on february 2022.  Mobo still beeps three times on every start (which indicates gpu problem according to asus) which stopped after every intel graphics update but didn't last long. I had 4690 before I used it without a gpu for a while never had any problem. 

- Intel i5 11400

- Asus b560 m k

- Not a new pc I have upgraded cpu,mobo, and rams

- I think the problem isn't related with videos it can occur even on desktop

- You mean before I have bought i5 11400 ? No, never had any issues with i5 4690 my previous cpu

- I have had problems since I upgraded my pc 4 months ago

- Never did any hardware or software changes

- windows 10 pro 64 bit

- at home 

[Alberto_R_Intel]

Pyotr, No problem at all, thank you very much for providing that information and the SSU report. 

You mentioned, "I installed a windows update which is for Intel Graphics I think it helped but not sure". 

Just to confirm, do you still get the random black screen on videos after installing the update?

According to the SSU report, the graphics driver version currently installed on your computer is 30.0.100.9805, which is provided by Intel® but is not the latest one.

It is important to mention that the Intel® graphics divers are generic, meaning they might or might not work as expected with your specific device. Based on that, we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.

I looked on ASUS website and the latest graphics driver they have available is 27.20.100.9127. So, if the problem remains after the Windows update, please try a clean installation of the driver provided by ASUS following the instructions in the links below:

https://www.asus.com/Motherboards-Components/Motherboards/PRIME/PRIME-B560M-K/HelpDesk_Download/

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

If the issue persists, even though the Intel® graphics are generic, for testing purposes, try a clean installation this time of Intel® graphics driver version 30.0.101.1994:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html?

We also recommend to get in contact directly with ASUS support to make sure the latest BIOS version is currently installed in your machine or, if necessary, to gather the instructions on how to update it:

https://www.asus.com/support/

Regards,

Albert R.

Intel Customer Support Technician

[Pyotr]

Sorry Alberto update didn't help, problem is still going on. I had a black screen just before I wrote this reply. I think sounds also stops during black screen but not sure. I wish I had never bought this cpu, I was very satisfied with 4690.

[Alberto_R_Intel]

Pyotr, Thank you very much for letting us know those results.

We are sorry to hear the issue persists after trying the troubleshooting steps provided previously. We will do further research on this matter, as soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Pyotr, I just received an update on this matter.

While still working on this case we just wanted to confirm a few details:

Checking the SSU report attached, we noticed the BIOS version on the board is 1203, which is not the latest, please get in contact directly with ASUS support to gather the instructions on how to update the BIOS to the latest version, 1605:

https://www.asus.com/Motherboards-Components/Motherboards/PRIME/PRIME-B560M-K/HelpDesk_BIOS/

Please set the BIOS settings to default values to verify if the issue persists that way? If needed, you can also ask ASUS how to reset the BIOS to defaults.

-Just to confirm, does the problem remains after installing Intel® graphics driver version 30.0.101.1994?

-Did you try to reinstall the operating system (Clean install)?

-If you boot to Windows* using safe mode, is the problem the same?

-Did you test different video outputs? for example, DP, VGA, and/or thunderbolt if available? 

-If so, does the same issue happen?

-Did you try lower resolutions, refresh rates, different cables, and displays?

-Does the black screen occurs in the BIOS screen as well?

Regards,

Albert R.

Intel Customer Support Technician

[Pyotr]

Hi Alberto, as you told me I downloaded and installed 27.20.100.9127 which is the latest driver on ASUS website. You know what beeps stopped and I said oh ok I think problem is solved but as you can see my older posts which I used to see lines on web site buttons, these lines appeared again with this version of driver. I haven't seen any black screen with 27.20.100.9127 and after two days of installation beeps started again so yesterday I installed 30.0.101.1994. Lines dissapeared, beeps continue, I had a black screen just a few minutes before this post. I attached screenshots of lines which I encircled them.

[Alberto_R_Intel]

Pyotr, Thank you very much for sharing those details and providing the pictures.

Could you please respond to the following inquiries so we can further assist you:

-Did you install BIOS version 1605?

-Did you reset the BIOS settings to defaults?

-Did you try to reinstall the operating system (Clean install)?

-If you boot to Windows* using safe mode, is the problem the same?

-Did you test different video outputs? for example, DP, VGA, and/or thunderbolt if available? If so, does the same issue happen?

-Did you try lower resolutions, refresh rates, different cables, and displays?

-Does the black screen occurs in the BIOS screen as well?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Pyotr, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Pyotr]

Hi Alberto sorry I couldn't reply, I am on holiday now and I won't be able to check that until august

[Alberto_R_Intel]

Hi Pyotr, No problem at all, thank you very much for sharing those updates.

Since you are on holiday and you will not be able to check those details until August, if it is ok with you, I will close this case and then, once you get the chance, you can always submit a new thread so we can further assist you with this scenario.

Just in case, it is important to mention that you can also get in contact directly with us by using one of the following supporting channels and we will be more than glad to continue providing technical assistance on this matter. You can make reference to this thread if necessary:

Chat support:

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat

For phone support, depending on your location, you will see the contact information on the links below:

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).

Regards,

Albert R.

Intel Customer Support Technician