Screen turns black after loading graphics driver

[gior]

Dear Sirs,

I have an Intel NUC Kit NUC6i7KYK connected to a Dell U2312HM monitor via HDMI to DVI. Two months ago the screen started to flicker randomly to black until, over time, that behaviour became more frequent with longer periods of black screens until it finally became permanently black.

When the computer starts it displays everything fine but as it loads Windows (and therefore the Intel graphics driver) it seems that every time the driver loads the screen turns completely black and remains so.

A workaround I found for seeing any image was to login to Windows in safe mode, run the Device Manager and disable the Intel(R) Iris(R) Pro Graphics 580 driver (Ver. 26.20.100.6911).

Having the Microsoft Basic Display Driver loaded is the only way to have picture.

I gave it another try by uninstalling and removing the last driver version and installing the previous driver (Ver. 25.20.100.6519) with no success either.

I suspect that this is not a hardware issue as Windows can display image right with the basic driver but that's not an option for a $600+ barebone PC.

[Alberto_R_Intel]

3000023523571.57010394665611E12, Thank you for posting in the Intel® Communities Support.

At this point, since the Intel® NUC Kit NUC6i7KYK works with Intel® Iris® Pro Graphics 580, we can try to install Intel® Graphics driver version 26.20.100.7212:

https://downloadcenter.intel.com/download/29074/Intel-Graphics-Windows-10-DCH-Drivers?product=88357

Just for testings purposes, I can see here that the monitor has a DisplayPort (DP), is there any way for you to use a straight DisplayPort (DP) connection since both the monitor and the Intel® NUC have that port?

https://www.dell.com/ng/business/p/dell-u2312h/pd

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_R_Intel]

3000023523571.57010394665611E12, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[gior]

Dear Sir,

Thank you for your concern.

I uninstalled the older driver (no Internet connection for obvious reasons) and reinstalled the new drivers but unfortunately the problem remains the same.

Every time the driver loads, the screen flickers instantly, it goes black and the characteristic sound of "Device Disconnect" in Windows is played.

After a few seconds the monitor's screen displays the "entering Power Save Mode" message and it goes standby/off for a few seconds and then back on but the screen remains black, despite I have set standby mode to 5 minutes. I tried a few different Power Plans, however, with no different results.

I then connected an HDMI to displayport via adapter and then with the mini-DP to DP cable. Both types of connections failed as now the monitor can not detect any DP signal whatsoever. (Hardware failure?)

I even switched to another old monitor (HDMI / DVI) and took the same results (maybe a few seconds displaying the desktop before going black).

Note that I have this barebone PC since June 2016 and had absolutely no problems until 2+ months ago.

I also read that this problem may come from the last Windows May update. I found some relative info

https://windowsreport.com/black-screen-windows-10-v1903/

and tried the steps described here:

https://support.microsoft.com/en-us/help/14106/windows-10-troubleshoot-black-screen-or-blank-screen-errors

with no luck. I did not try: "Action 8: Perform a clean boot" though.

One other thing that happens since I started to have these issues was this: my monitor is set to turn off after five minutes. However, regardless of display driver, after five minutes it turns off for a few seconds and then -no signal input- it turns back on by itself to stay for another five minutes before it turns off permanently.

As a last resort I will try a clean Windows installation from scratch and report accordingly.

Regards

Georgios

[Alberto_R_Intel]

3000023523571.57010394665611E12, Thank you very much for letting us know those details.

Just to let you know, for this specific issue we almost tried all the possible troubleshooting steps that we recommend for this scenario, so, once you get the chance, please let us know the results of trying a clean Windows* installation from scratch so we can further assist you with this matter.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_R_Intel]

3000023523571.57010394665611E12, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_R_Intel]

3000023523571.57010394665611E12, Since I have not heard back from you, we are closing the case, but if you have any additional questions, just reply back or post a new question.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel