HDMI port still not working after updating driver to version 31.0.101.5330

[Mi2-2]

HDMI won't wake up from screen sleep.

M/B: MSI PEG Z790 Carbon Wi-Fi
CPU: Core i7 12700
iGPU: UHD770
dGPU: None
OS: Windows11 (23H2)

No problem up to 5085. This phenomenon occurs with 5186, 5194, 5330, 5333, and 5379.

The problem is still not resolved.
My temporary solution is to roll back the driver to 5086.

Is there anything I can do to resolve the issue?

[ACarmona_Intel]

Hello Mi2-2, 

Thank you for posting in our communities.

To help me further identify the problem and offer you a solution, kindly provide the following details:

• When did the issue start?
• Was using HDMI on your system working fine before?
• Except from trying out the latest drivers, what other troubleshooting did you perform?
• Have you tried other cables on your system, such as DP? Did the issue not occur?
• Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, errors logged in the system, etc. To generate the SSU report, please refer to the article How to Get the Intel® System Support Utility Logs on Windows. Please send us the generated SSU.txt file.

Thank you, and have a great day ahead!

Best regards,

Carmona A.

Intel Customer Support Technician

[Mi2-2]

Thank you for your support.

> When did the issue start?

This phenomenon started when I changed the VGA driver to 5186.

> Was using HDMI on your system working fine before?

yes. It was working fine after 31.0.101.4255 recommended by the manufacturer.

> Except from trying out the latest drivers, what other troubleshooting did you perform?

I tried a clean install of the driver and reverting to the driver recommended by the M/B manufacturer.
However, Windows Update automatically updates it to 5186.

> Have you tried other cables on your system, such as DP? Did the issue not occur?

I can't try this because M/B doesn't support DP ports.

> Please send us the generated SSU.txt file.

Attached is the SSU report.

Thank you.

[RamyerM_Intel]

Hello Mi2-2, 

Thank you for sharing us the logs. I can confirm that your BIOS is updated as well. We kindly for you to try updating your graphics to version 31.0.101.5382 which is our latest driver and let us know if the issue with the HDMI still persists after doing so. I will be waiting for your reply. 

Ramyer M.

Intel Customer Support Technician 

[Mi2-2]

Hello Ramyer,

Unfortunately, the phenomenon does not change even with 5382.

The problem persists.

Thank you.

[ACarmona_Intel]

Hello Mi2-2, 

Thank you so much for the response.

In the meantime, please use the 5085 version, as I will raise our concern with our engineers and post the response on this thread once it is available.

Have a fantastic day, and thank you very much for your patience and understanding!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Mi2-2, 

Thank you so much for patiently waiting on our response.

Please perform the following steps so we can further investigate our issue:

1. Load the BIOS by default. (To enter the BIOS, start hitting the [Del] key continuously when powering on the computer.)

2. Update the BIOS to the latest version.

3. Perform a clean uninstallation of the current graphics driver using DDU software and install the latest version (31.0.101.5382).

4. Please provide the make and model of their monitor.

5. Have you tried using different HDMI cables?

6. Have you tried using a different monitor?

Furthermore, we would like to share the following articles with you for your reference:

• Unable to Wake Up from Sleep Mode on Desktop System
• Not Waking Up from Sleep Mode when Using Intel® Graphics Drivers

Thank you, and have a great day ahead! 

Best regards, 

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Mi2-2, 

We are checking in with you to know if you have already performed the steps that we have provided so we can further isolate our issue or if you have any additional queries. Please know that we would be happy to assist you if you have any. 

Thank you, and have a great day! 

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello  Mi2-2, 

We are checking in with you, as we have not heard any response from you.

Thank you, and have a great day!

Best regards,
Carmona A.
Intel Customer Support Technician

[ACarmona_Intel]

Hello Mi2-2, 

We have not heard back from you, so we will close this enquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Thank you, and have a great day ahead.


Best regards,
Carmona A.
Intel Customer Support Technician

[Mi2-2]

> 1. Load the BIOS by default.
I already tried it.

> 2. Update the BIOS to the latest version.
The M/B's BIOS version is the latest.

> 3. Perform a clean uninstallation of the current graphics driver using DDU software and install the latest version.
I cleaned the driver using DDU and tried the latest 31.0.101.5444. But the result was the same.

> 4. Please provide the make and model of their monitor.
CPU: Intel 12700 (non K)
M/B: MSI PEG Z790 Carbon Wi-Fi (BIOS: 7D89v1B3)
Monitor: LG 27UL500-W

> 5. Have you tried using different HDMI cables?
I already tried it.

> 6. Have you tried using a different monitor?
Sorry. I don't have different monitor.

I believe this problem is a bug in Intel's driver.
I'd like to report bugs whenever I can, but that's not what I have time for.
Therefore, I will use the version recommended by the M/B manufacturer (31.0.101.4255).

Thank you for your support so far.