intel uhd graphics 620 multiple monitor blanking

[thunderflea]

I work from home & i have a company supplied dell latitude 5400 laptop, it has a dell wd19 dock as i run 2 external dell monitors, the p.c & dock are around 4 years old & the monitors older.

Within the last 3 weeks it started randomly blanking on all displays laptop & external monitors, never all at the same time but individually.

I contacted work i.t support who told me all the normal things (check cables, do updates etc) but this didn't fix the problem so they decided to send me out a new dock & laptop due to their age.

I set up the new dock & laptop, done all the latest updates (dell & windows) & started working & within 20 minutes the blanking started again, at this point i thought it may be the monitors so i borrowed 2 new LG monitors & the same thing still happens.

I have tried all new cables (dp & hdmi) downloaded all latest firmware updates for the dock & driver updates.

I then decided not to use the dell dock after hearing other users reporting the same thing & plugged one monitor in the computers hdmi socket & then another using a belkin usbc 6 in 1 multiport adapter using hdmi & the same thing happens so i have dismissed it's a dock issue.

However is i only use the laptop screen &1 monitor everything seems fine.

When 2 external monitors are connected i have tried changing refresh rates so they all match & lowering resolutions but the issue still happens.

I have narrowed it down to windows issue but one laptop was on windows 10 & the other on windows 11, the windows 10 laptop was working fine up until about 3 weeks ago but the new windows 11 laptop has the issue from new. So my thinking is it's either a windows update that has caused the issue or a driver issue for the integrated graphics processor.

After a lot of googling this seems a common issue but no one really coming up with a fix.

PLEASE HELP

[DeancR_Intel]

Hi thunderflea,

Thank you for posting in the Community!

Before we proceed, please note that this is an OEM device, so I will try to assist you with general troubleshooting steps. However, if the issue 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.

I suggest trying the followingL

1. Check the display is enabled in the Intel Graphics Command Center.
   1. From the Windows Search bar, search for the Intel® Graphics Command Center. Double-click the Intel® Graphics Command Center icon.
   2. Click Display.
   3. In the Connected Displays Window, click the three-dot menu for the desired display.
   4. Click Enable.
   5. In case the issue still persists, attempt to mirror the display to check further isolate the issue.
2. Roll back the current graphics driver. For more information, visit How to Roll Back a Driver to a Previous Version in Windows® 10 and Windows 11*.
   1. Simultaneously press the Windows + X keys on your keyboard. Select Device Manager.
   2. Expand Display Adapters.
   3. Double-click your Intel® display device.
   4. Select the Driver tab.
   5. Click Roll Back Driver to restore.
3. Perform a clean installation of the graphics driver from the laptop manufacturer.

Here's the link for reference: No Display Issue Using Laptops with Intel® Integrated Graphics...

For more troubleshooting from Dell, see these links for reference:

How to Resolve Monitor or Laptop Display Issues | Dell US

Troubleshoot Multiple Monitor Issues and Fix External Monitor Connection Issues | Dell US

Best regards,

Dean R.

Intel Customer Support Technician

[DeancR_Intel]

Hi thunderflea,

I wanted to follow up on the previous message regarding your inquiry. Have you had a chance to review it? If you have any questions or need further information, please let me know.

Best regards,

Dean R.

Intel Customer Support Technician

[thunderflea]

Hi Dean R

Yesterday i tried all the actions you mentioned in order but the problem still persists.

I also tried leaving the laptop closed a powering from the dell dock, this way on the older dell 5400 i could use 2 external monitors without any display problems / blanking or flickering, unless i then try to open the laptop screen which then started the issue again.I also tried this method on the newer replacement dell lettitude 5550 & dock but the screens kept flickering & blanking whichever combination i tried. 

[DeancR_Intel]

Hi thunderflea,

I suggest the following troubleshooting from Dell:

• Reset the monitor to Factory Defaults. See the User Guide of your monitor for more information about how to reset the monitor to factory defaults.
• Ensure that the video cable (HDMI, or DisplayPort) is connected securely to the monitor and the docking station.
• Disconnect and reconnect the monitor/s from the docking station.
• First turn off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, turn on the docking station by connecting a power adapter to the dock before connecting the Type-C cable to your laptop.

For more information, please see the link for reference:

How to Use and Troubleshoot Dell Docking Station WD19 and WD19S | Dell US

Best regards,

Dean R.

Intel Customer Support Technician

[DeancR_Intel]

Hi thunderflea,

I wanted to follow up on the previous message regarding your inquiry. Have you had a chance to review it? If you have any questions or need further information, please let me know.

Best regards,

Dean R.

Intel Customer Support Technician

[DeancR_Intel]

Hi thunderflea,

Since I haven't received a response from you, I will be closing this inquiry. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Best regards,

Dean R.

Intel Customer Support Technician