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Xe graphics hangs when system restart

Wesley1
Beginner
1,844 Views
Hi,

I am using a Fujitsu notebook with Intel i7-1165G7 CPU, which is built in Xe graphics. I connect a 4K external monitor through HDMI. The system will hang when I use external display only. I have tried to update the Intel graphics driver to 30.0.101.1660, then the problem seems to be solved. However, when I restart the system, the system will keep waiting before the login screen with the external 4K display black out with the turning circle. If I unplug the HDMI cable at this moment, the login screen may come out on the notebook screen, but sometimes not.
If I shutdown the system and then switch on again, I find the system can start smoothly. Win10 21H2 is using in this system.
Is there any updated driver can solved the restart problem?
Thx.
Labels (1)
0 Kudos
22 Replies
Alberto_R_Intel
Moderator
1,640 Views

Wesley1, Thank you for posting in the Intel® Communities Support.


In order for us to answer your questions and provide the most accurate assistance, we just wanted to confirm a few details about your system:

Is this a new laptop?

When did you purchase it?

What is the model of the monitor?

Are you using adapters or converters to connect the screen to the laptop?

Was this specific laptop ever working fine before with this monitor?

If so, when did the issue start?

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

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=91...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



Wesley1
Beginner
1,635 Views
Hi Albert,

Thx very much.

It is a new Fujitsu laptop bought in Nov,2021, but I start to use it recently. The model is 9U14A2.

The monitor model is Dell U2718Q.

This monitor is connected directly with a HDMI cable. No converter is using. This monitor is working fine with my old Dell laptop with 4K resolution and the laptop screen is off.

This laptop is come with Win10 from Fujitsu. I just start to use it recently. It cannot work with the above monitor alone. Whenever I plug in the HDMI cable, the monitor will display a freezing desktop and then the system will be hung. Then I update the drive to 1660. I find it helps but still got a problem mention in the previous email.

I have not made any hardware changing. All this happen in my office.

I cannot provide the SSU now but I can give you some more information as below:
Processor: 11th Gen i7-1165G7 @2.8GHz
RAM: 16GB (15.6GB usable)
System: Win 10 Home 21H2, 64 bit operating system
OS build: 19044.1645

Regards,
Wesley
Alberto_R_Intel
Moderator
1,628 Views

Wesley1, Thank you very much for providing that information.

 

"This monitor is working fine with my old Dell laptop with 4K resolution and the laptop screen is off.":

For testing purposes, do you have the alternative to test another monitor with the Fujitsu 9U14A2 laptop?

Do you have the option to use a different HDMI cable?

 

"Then I update the drive to 1660":

Just to let you know, the Intel® graphics drivers are generic, meaning they might or might not work with your device. For that reason, 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 Fujitsu's website for the graphics driver they tested and validated for your computer but I was not able to find any drivers. Did you try to install the graphics driver provided by Fujitsu on your machine already? Please let us know the results of installing their driver.

 

Also, we advise to get in contact directly with Fujitsu Support to make sure that the BIOS version currently installed on your laptop is the latest one or, if necessary, to gather the instructions on how to install it:

https://www.fujitsu.com/us/support/

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

 

Wesley1
Beginner
1,607 Views
Hi Albert,
I have another FHD monitor which can be displayed perfectly with my new laptop. I consider the 4K monitor and the HDMI cable are flawless because it works fine with my old Dell laptop at 4K 60Hz, however the graphics chip is Intel UHD630.
I have contacted Fujitsu for support but she does not have any positive feedback. Her support website has nothing regarding to my laptop model.
The original graphic driver from Fujitsu can also display 4k 60Hz on the Dell monitor, however, the system will hang immediately. I have to unplug the HDMI cable to release the hang situation. That’s why I update the latest driver directly from Intel website.
I have prepared the SSU info for your reference, but I don’t find the attachment feature in this forum. Would you let me know how to send you the SSU report?

Regards,
Wesley
DeividA_Intel
Moderator
1,592 Views

Hello Wesley1, 



Thanks for the information provided. For the Intel® System Support Utility (Intel® SSU) report I will send you an e-mail to the e-mail address associated with your community profile. 



Please reply to the email in order to provide us with the report.



Regards,  

Deivid A.  

Intel Customer Support Technician  



Alberto_R_Intel
Moderator
1,569 Views

Wesley1, Thank you very much for providing the SSU report.


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
Moderator
1,563 Views

Hello Wesley1, I just received an update on this matter.


While still working on this case, it is important to mention that this issue might be related to the monitor and this specific computer since another display with the same capabilities works well with this system. In other words, it could be a compatibility issue between the parts.


Just to confirm:

Did you update all FW for this display Dell U2718Q? Recommended checking with Dell support directly to update it if applicable.

https://www.dell.com/support/home/es-cr/product-support/product/dell-u2718q-monitor/drivers


If you set up a lower resolution and restart the system for example to 1920x1080@60, does the same issue happen?


Even though you mentioned the HDMI cable seems to be ok, for testing purposes, do you have the option to test a different HDMI cable at high speed?


If the issue remains after trying the troubleshooting steps provided, please share the graphics report with the monitor connected, following the instructions in this link:

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
1,548 Views

Hello Wesley1, 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


Wesley1
Beginner
1,539 Views
Dear Alberto,

I have not updated the FW of the monitor because it comes with a newer version (M2B104) than Dell provided in their website.

I have tried to install the driver which Dell provides in the website, however it doesn’t change anything.

Actually, I have already change to a new HDMI cable which label HDMI2.1 support for the previous tests. However, I don’t any significant changes after that.

For the 1920 x 1080 x 60Hz setting, the system is stable and the restart is smooth.

For the graphic report, should I run it at 4k@30Hz? Would you give me more details for it?

Regards,
Wesley
Alberto_R_Intel
Moderator
1,535 Views

Hello Wesley1, Thank you very much for providing those updates.


We are sorry to hear the issue persists after trying the troubleshooting steps provided previously. 

"For the graphic report, should I run it at 4k@30Hz?:, Yes, that is correct, you can use 4k@30Hz or a different resolution as well to run the report:

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html


Regards,

Albert R.


Intel Customer Support Technician


Wesley1
Beginner
1,508 Views
Dear Albert,

The following is the graphic report.



Report Date: Tuesday, 17 May 2022
Report Time [hh:mm:ss]: 08:42:37 PM
Operating System: Microsoft Windows 10 Home 10.0.19044
IGCC Version: 1.100.3408.0
Language: en-US
Physical Memory: 15.65 GB
Current Resolution: 3840x2160



Processor: 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz
Processor Speed: 2803 MHz
GFX Driver Name: Intel® Iris® Xᵉ Graphics
Shader Version: 5.1
OpenCL* Version: 3.0
* Microsoft DirectX* *
Runtime Version: 12
Hardware-Supported Version: 12
Vendor ID: 8086
Device ID: 9A49
Device Revision: 01
GFX Driver Version: 30.0.101.1660
Dedicated RAM: 0 GB
Shared RAM: 8 GB
Max Supported Displays: 4
GFX Vulcan: 1.3.205
GFX GOP: 17.0.1060



* Devices connected to the Graphics Accelerator *


Active Displays: 2




* Digital Display 1 *

Display Name: LQ133M1JW48
Display Type: Digital
Serial Number: -
DDC2 Protocol: Supported
Gamma: 2.2
Connector Type: DisplayPort


Maximum Image Size
Horizontal - 11.42 inches
Vertical - 6.69 inches


Supported Modes
1920 x 1080 (30p Hz)
1920 x 1080 (60p Hz)


Power Management Support
-


Raw EDID:
00 FF FF FF FF FF FF 00 4D 10 F5 14 00 00 00 00
0A 1E 01 04 A5 1D 11 78 06 DE 50 A3 54 4C 99 26
0F 50 54 00 00 00 01 01 01 01 01 01 01 01 01 01
01 01 01 01 01 01 AD 36 80 62 70 38 4C 40 09 09
05 00 26 A5 10 00 00 18 56 1B 80 62 70 38 4C 40
09 09 05 00 26 A5 10 00 00 18 00 00 00 10 00 00
00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 FC
00 4C 51 31 33 33 4D 31 4A 57 34 38 0A 20 00 A6




* Digital Display 2 *

Display Name: DELL U2718Q
Display Type: Digital
Serial Number: M5R5F97304FL
DDC2 Protocol: Supported
Gamma: 2.2
Connector Type: HDMI


Maximum Image Size
Horizontal - 24.02 inches
Vertical - 13.78 inches


Supported Modes
640 x 480 (60p Hz)
640 x 480 (75p Hz)
720 x 240 (60p Hz)
720 x 400 (70p Hz)
720 x 480 (60p Hz)
720 x 480 (60i Hz)
720 x 576 (50i Hz)
720 x 576 (50p Hz)
800 x 600 (60p Hz)
800 x 600 (75p Hz)
1024 x 768 (60p Hz)
1024 x 768 (75p Hz)
1152 x 864 (75p Hz)
1280 x 720 (50p Hz)
1280 x 720 (60p Hz)
1280 x 1024 (60p Hz)
1280 x 1024 (75p Hz)
1440 x 480 (60p Hz)
1600 x 900 (60p Hz)
1600 x 1200 (60p Hz)
1920 x 1080 (24p Hz)
1920 x 1080 (25p Hz)
1920 x 1080 (30p Hz)
1920 x 1080 (50i Hz)
1920 x 1080 (50p Hz)
1920 x 1080 (60p Hz)
1920 x 1080 (60i Hz)
2048 x 1080 (24p Hz)
2048 x 1280 (60p Hz)
2560 x 1440 (60p Hz)
2880 x 480 (60p Hz)
3840 x 2160 (24p Hz, 4K)
3840 x 2160 (25p Hz, 4K)
3840 x 2160 (30p Hz, 4K)
3840 x 2160 (50p Hz, 4K)
3840 x 2160 (60p Hz, 4K)


Power Management Support
Standby Mode Supported
Suspend Mode Supported
Active Off Mode Supported


Raw EDID:
00 FF FF FF FF FF FF 00 10 AC E9 A0 4C 46 34 30
1B 1D 01 03 80 3D 23 78 EE EE 95 A3 54 4C 99 26
0F 50 54 A5 4B 00 71 4F 81 80 A9 C0 A9 40 D1 C0
E1 00 01 01 01 01 08 E8 00 30 F2 70 5A 80 B0 58
8A 00 61 5D 21 00 00 1A 00 00 00 FF 00 4D 35 52
35 46 39 37 33 30 34 46 4C 0A 00 00 00 FC 00 44
45 4C 4C 20 55 32 37 31 38 51 0A 20 00 00 00 FD
00 31 56 0A 89 3C 00 0A 20 20 20 20 20 20 01 C3

02 03 3E F1 58 61 60 5F 5E 5D 10 05 04 02 07 16
01 14 1F 12 13 27 20 21 22 03 06 11 15 23 09 1F
07 83 01 00 00 6D 03 0C 00 10 00 30 78 20 00 60
03 02 01 67 D8 5D C4 01 78 C0 03 E2 0F 03 56 5E
00 A0 A0 A0 29 50 30 20 35 00 61 5D 21 00 00 1A
04 74 00 30 F2 70 5A 80 B0 58 8A 00 61 5D 21 00
00 1E BF 16 00 A0 80 38 13 40 30 20 3A 00 61 5D
21 00 00 1A 00 00 00 00 00 00 00 00 00 00 00 2E




* Other names and brands are the property of their respective owners.

Regards,
Wesley
Alberto_R_Intel
Moderator
1,494 Views

Hello Wesley1, Thank you very much for providing the Intel® graphics report.


We will continue with our research on this matter, as soon as I get more details, I will post all the updates on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
1,470 Views

Hello Wesley1, I just received an update on this matter.


Please try a clean install of Intel® graphics driver version 30.0.101.1960 released on 5/10/2022 following the instructions in the links below. Once you get the chance, let us know the results:

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

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

 

Regards,

Albert R.


Intel Customer Support Technician


Wesley1
Beginner
1,424 Views
Dear Alberto,

The new driver .1960 is installed and the problem is the same as before.

I want to described the problem again. The setting is the Dell monitor is connected thru HDMI and using only monitor 2. The refresh rate is set to 60Hz and resolution is 4K. Whenever the system is restarted, or boot up at shutdown, the system will boot up to a desktop with incomplete toolbar and the screen is freezed, but the cursor still be active. The system will be no response to any mouse click. If the HDMI cable is unplugged at this moment, the window desktop will be displayed on the laptop screen. The system is back to alive. Icons and toolbar are all shown correctly. If the Dell monitor connects again, the system will be no respond again.

This problem will not be happened if the refresh rate is 30Hz. Resolution is 4k.

Below is the graphic report.



Report Date: Saturday, 21 May 2022
Report Time [hh:mm:ss]: 07:59:17 PM
Operating System: Microsoft Windows 10 Home 10.0.19044
IGCC Version: 1.100.3408.0
Language: en-US
Physical Memory: 15.65 GB
Current Resolution: 3840x2160



Processor: 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz
Processor Speed: 2803 MHz
GFX Driver Name: Intel® Iris® Xᵉ Graphics
Shader Version: 5.1
OpenCL* Version: 3.0
* Microsoft DirectX* *
Runtime Version: 12
Hardware-Supported Version: 12
Vendor ID: 8086
Device ID: 9A49
Device Revision: 01
GFX Driver Version: 30.0.101.1960
Dedicated RAM: 0 GB
Shared RAM: 8 GB
Max Supported Displays: 4
GFX Vulcan: 1.3.211
GFX GOP: 17.0.1060



* Devices connected to the Graphics Accelerator *


Active Displays: 2




* Digital Display 1 *

Display Name: DELL U2718Q
Display Type: Digital
Serial Number: M5R5F97304FL
DDC2 Protocol: Supported
Gamma: 2.2
Connector Type: HDMI


Maximum Image Size
Horizontal - 24.02 inches
Vertical - 13.78 inches


Supported Modes
640 x 480 (60p Hz)
640 x 480 (75p Hz)
720 x 240 (60p Hz)
720 x 400 (70p Hz)
720 x 480 (60p Hz)
720 x 480 (60i Hz)
720 x 576 (50i Hz)
720 x 576 (50p Hz)
800 x 600 (60p Hz)
800 x 600 (75p Hz)
1024 x 768 (60p Hz)
1024 x 768 (75p Hz)
1152 x 864 (75p Hz)
1280 x 720 (50p Hz)
1280 x 720 (60p Hz)
1280 x 1024 (60p Hz)
1280 x 1024 (75p Hz)
1440 x 480 (60p Hz)
1600 x 900 (60p Hz)
1600 x 1200 (60p Hz)
1920 x 1080 (24p Hz)
1920 x 1080 (25p Hz)
1920 x 1080 (30p Hz)
1920 x 1080 (50i Hz)
1920 x 1080 (50p Hz)
1920 x 1080 (60p Hz)
1920 x 1080 (60i Hz)
2048 x 1080 (24p Hz)
2048 x 1280 (60p Hz)
2560 x 1440 (60p Hz)
2880 x 480 (60p Hz)
3840 x 2160 (24p Hz, 4K)
3840 x 2160 (25p Hz, 4K)
3840 x 2160 (30p Hz, 4K)
3840 x 2160 (50p Hz, 4K)
3840 x 2160 (60p Hz, 4K)


Power Management Support
Standby Mode Supported
Suspend Mode Supported
Active Off Mode Supported


Raw EDID:
00 FF FF FF FF FF FF 00 10 AC E9 A0 4C 46 34 30
1B 1D 01 03 80 3D 23 78 EE EE 95 A3 54 4C 99 26
0F 50 54 A5 4B 00 71 4F 81 80 A9 C0 A9 40 D1 C0
E1 00 01 01 01 01 08 E8 00 30 F2 70 5A 80 B0 58
8A 00 61 5D 21 00 00 1A 00 00 00 FF 00 4D 35 52
35 46 39 37 33 30 34 46 4C 0A 00 00 00 FC 00 44
45 4C 4C 20 55 32 37 31 38 51 0A 20 00 00 00 FD
00 31 56 0A 89 3C 00 0A 20 20 20 20 20 20 01 C3

02 03 3E F1 58 61 60 5F 5E 5D 10 05 04 02 07 16
01 14 1F 12 13 27 20 21 22 03 06 11 15 23 09 1F
07 83 01 00 00 6D 03 0C 00 10 00 30 78 20 00 60
03 02 01 67 D8 5D C4 01 78 C0 03 E2 0F 03 56 5E
00 A0 A0 A0 29 50 30 20 35 00 61 5D 21 00 00 1A
04 74 00 30 F2 70 5A 80 B0 58 8A 00 61 5D 21 00
00 1E BF 16 00 A0 80 38 13 40 30 20 3A 00 61 5D
21 00 00 1A 00 00 00 00 00 00 00 00 00 00 00 2E




* Digital Display 2 *

Display Name: LQ133M1JW48
Display Type: Digital
Serial Number: -
DDC2 Protocol: Supported
Gamma: 2.2
Connector Type: DisplayPort


Maximum Image Size
Horizontal - 11.42 inches
Vertical - 6.69 inches


Supported Modes
1920 x 1080 (30p Hz)
1920 x 1080 (60p Hz)


Power Management Support
-


Raw EDID:
00 FF FF FF FF FF FF 00 4D 10 F5 14 00 00 00 00
0A 1E 01 04 A5 1D 11 78 06 DE 50 A3 54 4C 99 26
0F 50 54 00 00 00 01 01 01 01 01 01 01 01 01 01
01 01 01 01 01 01 AD 36 80 62 70 38 4C 40 09 09
05 00 26 A5 10 00 00 18 56 1B 80 62 70 38 4C 40
09 09 05 00 26 A5 10 00 00 18 00 00 00 10 00 00
00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 FC
00 4C 51 31 33 33 4D 31 4A 57 34 38 0A 20 00 A6




* Other names and brands are the property of their respective owners.

Regards,
Wesley
Alberto_R_Intel
Moderator
1,403 Views

Wesley1, Thank you very much for letting us know those updates.


Since unfortunately, the problem persists after installing Intel® graphics driver version 30.0.101.1960, we will continue with our research on this matter and try to replicate the issue in our Intel® lab. As soon as I get any results I will post all the information on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Wesley1
Beginner
1,352 Views
Dear Albert,
Is there any update for this issue?

Regards,
Wesley
Alberto_R_Intel
Moderator
1,342 Views

Hello Wesley1, I just received an update on this matter.

 

After reviewing the case, we just wanted to let you know that it is very likely that this issue is related to the external monitor as this same laptop has been tested with an external display with the same capabilities and it works fine, meaning this problem might be related to the device and not the drivers.

 

For testing purposes, could you please try using an older Intel® driver to confirm if this is a regression issue? Also, even though you mentioned that you already install the drivers provided by Fujitsu, we still suggest updating the OEM (Original Equipment Manufacturer) drivers provided on their website, if the problem persists that way, it will let us identify for sure that this is not an Intel® driver issue and that it is actually an external device issue. You can try any of the older Intel® drivers shown here:

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

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

Wesley1
Beginner
1,326 Views
Dear Albert,

Thanks for your reply.

One point I want to emphasise that the Xe graphic is working well with the Dell monitor at 4k@60Hz as long as system restart. So, there is no compatibility issue.

The only problem seems to be the communication of external monitor while system startups. The system will hang at the Window desktop and the monitor is displayed correctly. So, 4k@60Hz is working. However, it seems waiting for some response. This seems to be the driver issue. The system will continue booting until I remove the external monitor.

For 4k@30Hz, system restart is smooth and normal.

I have installed the latest Dell monitor driver already. But it seems no different to the Win10 default.

Please help to clarify the problem.

Regards,
Wesley
Alberto_R_Intel
Moderator
1,307 Views

Hi Wesley1, You are very welcome, thank you very much for confirming those aspects.

 

"there is no compatibility issue.", Yes, the thing about a compatibility problem between two or more specific products is that it does not necessarily mean that they will not work at all, it means that they might work but not as expected. They might show inconsistencies and performance problems such as "the communication of external monitor while system startups". Besides the fact that this issue is not showing with a different external display with the same capabilities.

 

"This seems to be the driver issue.", the computer should work just fine with the drivers provided by Dell since they were tested and validated by them.

 

Still, we will continue with our research on this matter, as soon as I get more updates, I will post all of them on this thread.

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

Alberto_R_Intel
Moderator
1,285 Views

Hello Wesley1, I just received an update on this matter.

 

As an additional step to try, we suggest testing the system using an HDMI cable version 2.0 and confirming if it shows the same issue. 


If you already tried that and the problem persists, based on the fact that another display with the same capabilities works fine at 60Hz, we consider this might be related to the display itself and OEM would be able to provide support for that matter.

 

So, we recommend to get in contact directly with OEM both, Dell and Fujitsu, for the monitor issues. We were unable to replicate the issue in our Intel® lab and the main reason why we came to this conclusion is that the issue does not happen while using a different screen.


Regards,

Albert R.


Intel Customer Support Technician


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