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- Re: INTEL UHD 620 Black Screen
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PNWTech
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11-03-202309:52 PM
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About 6 months ago, my laptop X1 Carbon Thinkbook would intermittently present a black screen after the machine would boot up. The screen itself is working because you can see it during boot, the screen goes black once the laptop is at the login screen. I tried disconnecting the main battery and CMOS battery and the fault would reappear. It is now happening constantly and the only way I can use the laptop is by connecting to an external monitor. The internal display is inactive in the graphics display properties. I uninstalled the UHD 620 driver and the internal display showed normally though I could not adjust the brightness with the Microsoft Basic Display driver. The Lenovo website does not have the original graphics driver for my build posted, only the latest version that is causing the problem. Also, the computer will reinstall the correct graphics driver on its own and the black screen will return. I saw this issue in another thread so I have attached the two reports from the System Support Utility program. Thanks for the assistance.
-PNWTech
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Jocelyn_Intel
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11-06-202301:24 PM
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Hello, @PNWTech
ThankyouforpostingontheIntel®communities.I will gladly assist you here.
Try aClean installation of your graphics drivers, using thelatest System Manufacturer's graphics driver (31.0.101.2121). If the issue persists, try this step with thelatest Intel driver (31.0.101.2125).
Note #1:Make sure to check you have all the Windows updates before doing the driver installation. Also, make sure to do this step disconnected from the internet (wi-fi or wired connection) since Microsoft updates drivers automatically and prevents doing the clean installation successfully.
Note #2:Since this is a laptop, we recommend checking with yourSystem Manufacturerand using the driver software provided by them to avoid potential installation incompatibilities. Intel supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the graphics driver software or software packaging.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
Jocelyn_Intel
Employee
11-09-202311:11 AM
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Hello, @PNWTech
I hope you are great.
I am checking this thread and I would like to know if you were able to perform the steps in my previous post.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
PNWTech
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11-09-202305:11 PM
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In response to Jocelyn_Intel
Hello,
I followed the steps as instructed. The display operated normally for roughly five hours then the black screen returned. Windows update suggested to re-install the31.0.101.2121 driver, which I did and the black screen persists. I have to disable the driver in order to use the laptop without a secondary monitor connected. Please advise on next steps.
Regards
In response to Jocelyn_Intel
Jocelyn_Intel
Employee
11-10-202309:09 AM
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Hello, @PNWTech
Thankyouforyourreply.
Pleasecheckifthescreenisnotinsleepmode.
Also,makesuretocheckyouhavealltheWindowsupdatesbeforedoingthedriverinstallation.Then, trytheCleaninstallationprocessusingthelatest Intel driver (31.0.101.2125).
Ifaftermakingsureofthis,theissuepersists,pleaseprovidea new Intel SSUreportsowecaninvestigatefurtherwithupdatedinformationaboutyoursystem.
Intel® System Support Utility for Windows.
Note:Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
Jocelyn_Intel
Employee
11-15-202311:03 AM
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Hello, @PNWTech
I hope you are great.
I am checking this thread and I would like to know if you were able to perform the steps in my previous post.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
PNWTech
Novice
11-15-202312:42 PM
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In response to Jocelyn_Intel
Hello,
I made sure the Windows was up to date and re-installed display driver31.0.101.2125 and the black screen persists. Please see attached.
Regards
In response to Jocelyn_Intel
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Jocelyn_Intel
Employee
11-16-202306:55 AM
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Hello, @PNWTech
Thankyouforyourconfirmationonthisandthereportprovided.
Please allow me some time to do some research on this. As soon as I have updates, I will let you know.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
Jocelyn_Intel
Employee
11-17-202307:36 AM
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Hello, @PNWTech
Thankyouforyourtime.
Inordertocontinueinvestigating, canyoupleaseconfirmiftheissuehappensonanexternalmonitor?
Best regards,
Jocelyn M.
Intel Customer Support Technician.
PNWTech
Novice
11-18-202310:35 AM
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In response to Jocelyn_Intel
With the display adapter enabled, I have to use the computer with an external monitor. The display properties will show the internal display is not detected, so there is no ability to use the "mirror" or "extend desktop" functions. Only the 2nd(external) display is available for use.
In response to Jocelyn_Intel
Jocelyn_Intel
Employee
11-20-202307:44 AM
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Hello, @PNWTech
Thankyouforyourreplyandconfirmationonthis.
Pleaseletme continueinvestigating. Iwillgetbacktoyouassoonas Ihaveupdates.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
Jocelyn_Intel
Employee
11-20-202301:18 PM
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Hello, @PNWTech
Thankyouforyourtime.
SincewehavedonealltheTroubleshootingpossibleandthe issueonlyhappensonthelaptop'sscreen,werecommendyoucontactyourSystem Manufacturerforfurtherassistanceasthisdoesn'tseemdriver-related.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
Jocelyn_Intel
Employee
11-24-202312:12 PM
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Hello, @PNWTech
I hope you are doing great.
As we have not heard back from you, we will proceed to close this thread now.
If you need any further assistance, please feel free to contact us back and submit a new question as this thread will no longer be monitored.
Best regards,
Jocelyn M.
Intel Customer Support Technician.
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