intel uhd 630 graphics screen turns off issue - need help

[Amit_ranj]

hi I have an acer nitro AN515-54. The moment i try to update my graphic from Microsoft basic display adapter to intel uhd 630, the screen turns off. But my keyboard and other light indicators shows that laptop is on. I have tried everything to resolve this from installing a clean windows to installing older graphic versions. But none resolved my issue.

But today i thought of checking the audio of my laptop while screen turns off after updating the graphic driver to uhd 630. so i played a movie on vlc media player before updating. once the update was done, my screen doesn't turn off now as long as the vlc keeps playing movie.( if i close the vlc or pause the movie, screen turnoff and i am forced to restart my laptop by pressing power button but after that too i need to again play a movie on vlc  ) 

here are my laptop specifications:- 

attached picture 1

my intel graphic settings :-

attached picture 2

[Mrcrrec]

Hey brother I had this same problem in my Acer nitro 7. I tried everything known to the mankind. The only thing I didn’t do was remove my cpu(went to Nehru place) and get it checked. Finally I surrendered and got a new laptop for me.

[JeanetteC_Intel]

Hello Amit_ranj,

Thank you for posting in Intel Communities.

Before we proceed, please note that this is an OEM device, on which I will assist you with general troubleshooting step(s). However, if the issue still persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

Please help share the following details below, so I can properly isolate the issue and be able to provide an appropriate fix.

1) Can you confirm if this is the exact laptop model you have? https://www.acer.com/my-en/support/product-support/Nitro_AN515-54

2) Is this system previously working fine and only had this issue recently?

3) What changes has been made before the issue started?

4) Tell me more about the drivers:

• What is the current driver version installed.
• What driver version(s) previously worked?
• From which driver page/link did you download the drivers installed/tried?
• Have you tried clean installation of the graphics drivers; each time you perform updates/installation?

5) I can see that your system has both the integrated graphics (UHD Graphics 620) and the discrete GPU (NVidia). Have you tried the latest OEM drivers for this device?

I will wait for your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Amit_ranj]

hello @JeanetteC_Intel 

here are the answers you asked for:-

1) Can you confirm if this is the exact laptop model you have? https://www.acer.com/my-en/support/product-support/Nitro_AN515-54

Answer - yes, i confirm that this the exact laptop model i have.

2) Is this system previously working fine and only had this issue recently?

Answer - previously(8 months earlier) it was working fine. after that this issue consistently occured but i was trying to aplly fixes available on internet (none of those solutions worked for me).

3) What changes has been made before the issue started?

Answer - no changes were made except updating my laptop windows and bios 

4) Tell me more about the drivers:

• What is the current driver version installed.
• Answer - the latest version available on internet both on OEM and on intel website.
• What driver version(s) previously worked?
• Answer - no idea
• From which driver page/link did you download the drivers installed/tried?
• Answer - once i tried to download from OEM and other time i tried intel DSA.
• Have you tried clean installation of the graphics drivers; each time you perform updates/installation?
• Answer - i tried today but the problem remains the same.

5) I can see that your system has both the integrated graphics (UHD Graphics 620) and the discrete GPU (NVidia). Have you tried the latest OEM drivers for this device?

Answer - yes i did

[JeanetteC_Intel]

Hello Mrcrrec,

Thank you for posting in Intel Communities.

I understand that you are facing the same problem with your ACER Nitro 7. However, I kindly request that you create a new thread for your case. This will allow us to focus on your specific problem and provide you with better assistance.  

Sincerely,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Amit_ranj,

Thank you for sharing these details. I'll proceed on checking this issue internally and will post an update once available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Amit_ranj,

Good day.

Since your laptop has a switchable graphics, please proceed with a DDU installation of the Intel Driver and install the latest available OEM drivers. *Please make sure to download the latest OEM driver first before you proceed with this step.

If the issue persists, I highly recommend contacting your OEM Support team, for further assistance on your concern.

I hope this helps.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Amit_ranj,

I have not received any response in the past few days. I hope that the information I shared helped.

For further questions and concerns regarding your switchable graphics, I highly recommend contacting your system manufacturer support team directly.

I will now proceed in closing this thread. Should you need assistance in the future, please submit a new question as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Amit_ranj,

I have not received any response in the past few days. I hope that the information I shared helped.

For further questions and concerns regarding your switchable graphics, I highly recommend contacting your system manufacturer support team directly.

I will now proceed in closing this thread. Should you need assistance in the future, please submit a new question as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician