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secondary monitor problem with drivers 2021

Ferry
Beginner
532 Views

Hi There,

 

Just a small shout-out for Intel graphics developers...

suplier and Lenovo Tech have thrown in the towel at this...

 

6 Lenovo laptops with Iris Xe graphics secondary display issue via docking

Bit later after fixing the above on my own.

Dell SFF OptiPlex 3070 (Intel graphics 630) graphics secondary display failure

 

Did someone forget to implement some of the functions???. 

 

After reinstalling one of the laptops step by step :updating the windows, updating firmware(s) and Bios, drivers suplier, drivers manufacturer etc... problem was re-occuring after batch update windows H20.

the fix is to rolback the Intel graphics driver to  March / June 2020.

The new drivers work perfect for one display, this fix is only for the few that need 2 displays.

 

Regards,

 

Ferry

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7 Replies
DeividA_Intel
Moderator
502 Views

Hello Ferry,  

  


Thank you for posting on the Intel® communities.   

  


In order to better assist you, please provide the following:  


  


1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  


· Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-window... 


· Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  


· To save your scan, click Next and click Save.  



2. Are you having issues with the DELL laptop or also with the ones from Lenovo?


3. Have you reported this issue to the laptop's manufacturer?


4. Are you using an adapter or straight connection?


5. What kind of connection are you using (HDMI, DP, VGA)?

 



Regards,    


Deivid A. 

Intel Customer Support Technician 


Ferry
Beginner
477 Views

Hi Deivid A.,

 

As a stand alone laptop with the newest software there is no problem at all...

 

only when connecting multiple displays the weird stuff happens.

 

I'm in the middle of upgrading all the worker desks with 2 displays (27") and docking for laptops or without docking but a SFF / MFF pc. (small form factor) like the optiplex from dell.

 

First batch of laptops with this problem was send back to Lenovo figuring it was a monday morning batch.

 

New ones were working perfect.. till the last windows update set was done (after H20). Laptops connect through a docking station one display to HDMI and the second display to display port.

Same as the Dell Optiplex as there are no other connections available without splitters etc.

 

First updating Bios and firmware laptop and docking, procedé to do windows update to H20, update all drivers vendor, after check with Intel etc for not upgraded hardware. procede to install the rest of the updates from Microsoft.

 

See attached video for the nice disco.

Going back step by step (2 /3 months drivers) Driver from 2020 was functioning as normal. 

Something in the driver between 2020 / 2021 and Windows update after H20 are having problems.

With the Dell the second screen stays off after logging into windows, booting time both are on.

With Lenovo ... well see the mp4 attached. (Laptop itself works fine, the video is 1 sec after plugging in the docking.)

 

In between me finding a work around solution, a mainboard has been replaced by the vendor, reinstall laptop and waiting for a few months for a definitif  answer (no clue for fix / return), Lenovo ideas for a fix with goinfg through updates in smaller steps etc. but these were only the Lenovo aproved drivers.

3 to 4 months total of troubleshooting and waiting for answers.

 

by the way: The ones i've used were in the archive from intel (googling it).

 

regards,

 

 

Ferry

 

 

 

DeividA_Intel
Moderator
488 Views

Hello Ferry,  


  


Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   


  


Regards,  


Deivid A.  

Intel Customer Support Technician  


DeividA_Intel
Moderator
418 Views

Hello Ferry, 



Based on the information provided, I will appreciate it if you provide the following in order to investigate further:



1. Attached is the report from the Intel® System Support Utility from one of the affected units:

- https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-window...


2. Provide the Report for Intel® Graphics Drivers: 

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


3. What is the model name of the monitor that you are using?


4. Have you tried with different HDMI/Display Port cables?


5. Does the issue happen when using a straight connection (only one monitor)?


6. Have you try to roll back the Windows version?




Regards,   


Deivid A. 

Intel Customer Support Technician 


DeividA_Intel
Moderator
394 Views

Hello Ferry,  


  


Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   


  


Regards,  


Deivid A.  

Intel Customer Support Technician  


DeividA_Intel
Moderator
366 Views

Hello Ferry, 

 

  

 

We have not heard back from you, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.  

 

 

Also, Ber in mind that our devices do not work properly with adapters or dongles, we recommend always using a straight connection. If this issue is only happening with a specific laptop model, the best to do would be to report the issue to the laptop manufacturer.

  

 

Regards,  

 

Deivid A.  

Intel Customer Support Technician  

 

Ferry
Beginner
299 Views

Hi Deivid,

 

 

These laptops have been deployed already, but the next session (still not finished renewing the hardware) we can do the process step-by-step and maybe we get lucky and somewhere down the line a fix pop-up.

 

***Also, Ber in mind that our devices do not work properly with adapters or dongles

Already been down that rabbit hole, Reseller, support on site (replacing the whole motherboard), manufacturer..etc it was brewing for 4 months til i found this work-around.

 

Regards,

 

Ferry

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