la pantalla se pone negra unos segundos y después vuelve

PCs, Processors & Graphics Graphics & Gaming
1

Hola, les escribo porque tengo un pc lenovo all in one c260 con windows 10 y sucede que cuando estoy viendo algún video o jugando a un jueguito al estilo Candy crush, la pantalla se vuelve negra unos segundos y después vuelve. Lo único que se corta es la pantalla, el resto como sonido sigue funcionando normalmente. A su vez ese fallo no se presenta si estoy usando alguna aplicación que no exige mucha imagen como un procesador de texto, con lo cual intuyo que tiene que ver con algo relacionado a gráficos o video.

He visto varios foros en los que se presenta este problema (sin solución) y las pc son de distintas marcas pero todas con procesador o placa de video intel, por ende voy a tratar de buscar la solución en este ámbito.

Ya hice la actualización de controladores, pero aún el problema continua.

Me podrían ayudar?

2

Hello AlejandraM,

I understand that your screen turns black after a few seconds and then comes back when watching a video or playing a game.

Regarding this, To better assist you with your request, I will need to check some information about your computer. Please follow these steps:

1. In the keyboard, press WinLogo key + R.

2. In the Run box please type dxdiag and hit Enter.

3. Click on Save All Information (save it in your desktop).

4. Attach the report to this thread.

Regards,

David V

3

Hola intel_corp

Disculpá la demora pero la PC está en la casa de mi mamá.

A continuación adjunto lo solicitado.

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System Information

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Time of this report: 4/17/2018, 16:47:13

Machine name: DESKTOP-E8C30RS

Machine Id: {2FEFDD94-90AC-4B9C-9787-40B64702F0C3}

Operating System: Windows 10 Home Single Language 64-bit (10.0, Build 16299) (16299.rs3_release.170928-1534)

Language: Spanish (Regional Setting: Spanish)

System Manufacturer: LENOVO

System Model: 10160

BIOS: IXKT21AUS

Processor: Intel(R) Pentium(R) CPU J2900 @ 2.41GHz (4 CPUs), ~2.4GHz

Memory: 2048MB RAM

Available OS Memory: 1938MB RAM

Page File: 1637MB used, 1516MB available

Windows Dir: C:\WINDOWS

DirectX Version: DirectX 12

DX Setup Parameters: Not found

User DPI Setting: 96 DPI (100 percent)

System DPI Setting: 96 DPI (100 percent)

DWM DPI Scaling: Disabled

Miracast: Available, with HDCP

Microsoft Graphics Hybrid: Not Supported

DxDiag Version: 10.00.16299.0015 64bit Unicode

------------

DxDiag Notes

------------

Display Tab 1: No problems found.

Sound Tab 1: No problems found.

Input Tab: No problems found.

--------------------

DirectX Debug Levels

--------------------

Direct3D: 0/4 (retail)

DirectDraw: 0/4 (retail)

DirectInput: 0/5 (retail)

DirectMusic: 0/5 (retail)

DirectPlay: 0/9 (retail)

DirectSound: 0/5 (retail)

DirectShow: 0/6 (retail)

---------------

Display Devices

---------------

Card name: Intel(R) HD Graphics

Manufacturer: Intel Corporation

Chip type: Intel(R) HD Graphics

DAC type: Internal

Device Type: Full Device

Device Key: Enum\PCI\VEN_8086&DEV_0F31&SUBSYS_369517AA&REV_0E

Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]

Device Problem Code: No Problem

Driver Problem Code: Unknown

Display Memory: 1033 MB

Dedicated Memory: 64 MB

Shared Memory: 969 MB

Current Mode: 1600 x 900 (32 bit) (60Hz)

HDR Support: Not Supported

Display Topology: Internal

Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709

Color Primaries: Red(0.645031,0.336437), Green(0.318859,0.615734), Blue(0.146984,0.055188), White Point(0.313977,0.329602)

Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000

Monitor Name: Generic PnP Monitor

Monitor Model: Lenovo AIO PC

Monitor Id: LEN2000

Native Mode: 1600 x 900(p) (59.971Hz)

Output Type: Internal

Monitor Advanced Color Capabilities: None

Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP

Driver Name: igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll

Driver File Version: 10.18.0010.4491 (English)

Driver Version: 10.18.10.4491

DDI Version: 11.2

Feature Levels: 11_0,10_1,10_0,9_3,9_2,9_1

Driver Model: WDDM 1.3

Graphics Preemption: DMA

Compute Preemption: Thread group

Miracast: Supported

Hybrid Graphics GPU: Integrated

Power P-states: Not Supported

Driver Attributes: Final Retail

Driver Date/Size: 11/07/2016 21:00:00, 11051448 bytes

WHQL Logo’d: Yes

WHQL Date Stamp: Unknown

Device Identifier: {D7B78E66-4C71-11CF-9165-9F16B3C2C735}

Vendor ID: 0x8086

Device ID: 0x0F31

SubSys ID: 0x369517AA

Revision ID: 0x000E

Driver Strong Name: oem12.inf:5f63e534a222b607:iVLV2M_w10:10.18.10.4491:pci\ven_8086&dev_0f31

Rank Of Driver: 00D12001

Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_C ModeVC1_C

DXVA2 Modes: DXVA2_ModeMPEG2_VLD DXVA2_ModeMPEG2_IDCT DXVA2_ModeVC1_D2010 DXVA2_ModeWMV9_IDCT DXVA2_ModeVC1_IDCT DXVA2_ModeH264_VLD_NoFGT

Deinterlace Caps: {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend Deinterla…

4

Hello AlejandraM,

Thank you for your response,

Upon review of the information, I can see that the driver that was validated by Lenovo*, which you already have is pretty outdated as it is from 2016. We supply generic versions of graphics drivers for general purposes. Computer manufacturers can change the features, incorporate customization, or make other changes to the graphics driver software or software packaging. But apparently there is no other update aside from the one you have.

I want to try and install our latest driver for your graphics to see if that fixes your current problem. First, please refer to the link below and download the “.zip” file:

https://downloadcenter.intel.com/download/27417/Intel-Graphics-Driver-for-Windows-15-33-?product=85552 https://downloadcenter.intel.com/download/27417/Intel-Graphics-Driver-for-Windows-15-33-?product=85552

Once the file has been downloaded, please follow the steps below:

1 - Unzip the file to a designated location or folder.

2 - Right-click Windows Start icon and open Device Manager.

3 - Click Yes when prompted for permission from User Account Control.

4 - Expand the Display adapters section.

5 - Right-click the Intel® graphics entry and select Update Driver Software.

6 - Click “Browse my computer for driver software”.

7 - Click “Let me pick from a list of device drivers on my computer”.

8 - Click “Have Disk”.

9 - Click “Browse”.

10 - Access the designated location or folder, and access a folder called “Graphics”.

11 - Select the file called “igdlh64” or “igdlh”. (It can also be called “Kit”, just make sure it is a .inf file)

12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.

13 - Reboot your computer

Let us know the outcome.

Regards,

David V

5

Hola intel_corp

Hice lo que me indicaron y hasta el momento no volvió a ocurrir la falla.

Lo probaré un par de días mas antes de dar por cerrada la consulta.

De paso me gustaría saber de acuerdo al reporte que adjunté anteriormente, si es conveniente actualizar algún otro controlador manualmente.

Desde ya les agradezco mucho la ayuda!

6

Hello AlejandraM,

Thank you for your response,

I am really glad to know that the problem has not occurred after updating the drivers to the version provided.

Regarding your question, I reviewed the DxDiag report and everything from Intel ® side seems to be up to date and fine, I would recommend to direct the question to Lenovo* as they are the ones who manufactured your computer and therefore can tell whether there is any pending updates but from our side, everything seems to be OK.

Let me know if the computer is working as expected please.

Regards,

David V

7

Hola intel_corp

Todo sigue funcionando correctamente por suerte!

Muchas gracias por la ayuda nuevamente.

Saludos

8

Hola intel_corp hace unos días que volvió a hacer la misna falla. Que más podría hacer?

9

Hello AlejandraM,

Thank you for your response,

I understand that the issue has reappeared. Regarding this what I could recommend you to do to check if it is a driver issue is to uninstall Intel’s display adapter.

You can do this by going to “Device Manager”, under “Display Adapters” look for " Intel ® HD Graphics", right-click on it and then select uninstall, keep doing so until the Microsoft Basic controller is the only one left, reboot the system and try to keep using the system only with the Microsoft* basic controller.

Let us know the outcome please.

Regards,

David V

10

Hello AlejandraM,

I am following up with your case and see that we have not heard back from you.

I would like to know if you tried to uninstall the Intel ® HD Graphics adapter.

If you need more assistance do not hesitate to reply.

Regards,

David V

11

Hola, intel_corp . Pude desinstalar el controlador, pero no con la indicación del último mensaje, sino con parte de los pasos de las primeras instrucciones en donde se explicaba como instalar el controlador que ese dónde en un momento me figura la opción de optar por el controlador básico.

Desde ese momento no se presentó más el problema. Si noté que la agilidad de los gráficos no es la misma. Pero el problema por el cual hice la consulta estaría solucionado.

Muchas Gracias.

12

Hello AlejandraM,

Thank you for your response,

I can see that the problem appears to be gone after uninstalling the Intel ® Graphics controller. Since this appear to be the case then there could be a driver problem affecting you. I would like you to test the following driver:

https://downloadcenter.intel.com/download/26813/Intel-Graphics-Driver-for-Windows-15-33-?product=85552 https://downloadcenter.intel.com/download/26813/Intel-Graphics-Driver-for-Windows-15-33-?product=85552

Just like the first one, please download the “.zip” file and then try the following steps:

1 - Unzip the file to a designated location or folder.

2 - Right-click Windows Start icon and open Device Manager.

3 - Click Yes when prompted for permission from User Account Control.

4 - Expand the Display adapters section.

5 - Right-click the Intel® graphics entry and select Update Driver Software.

6 - Click “Browse my computer for driver software”.

7 - Click “Let me pick from a list of device drivers on my computer”.

8 - Click “Have Disk”.

9 - Click “Browse”.

10 - Access the designated location or folder, and access a folder called “Graphics”.

11 - Select the “Information” (INF) file.

12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.

13 - Reboot your computer

Let me know the outcome please.

Regards,

David V

13

Hola David, hasta la semana que viene no voy a estar en contacto con la PC, así que recién la semana próxima voy a probar lo que me sugerís. Gracias

14

Hello AlejandraM,

Thank you for your response.

There is no problem, I will continue following up with this thread to make sure that the solution proposed works.

Regards,

David V

15

Hello AlejandraM,

I am following up with your case and see that we have not heard back from you.

I would like to know if you were able to try the suggestion.

If you need more assistance do not hesitate to reply.

Regards,

David V

16

Hola, aún no he estado en contacto con la PC (está en la casa de mi mamá) para aplicar los cambios sugeridos. Por lo que me comenta sigue funcionando correctamente.

En cuanto pueda, hago la prueba sugerida y les aviso en el foro. Gracias y Saludos.

17

Buenas noches, presento el mismo problema que el usuario anterior.

La pantalla de mi computadora se pone negra 1 o 2 segundos y vuelve, al abrir una aplicación (Por ejemplo Google Chrome) o juego. ¿Qué podría hacer?

18

Every user’s situation is different. Please open your own problem report (using the Post a Question button on the main Communities scene).

Ahead of this, I would suggest that you get better quality display cables. More than 90% of all reports are fixed with the use of better quality cables.

…S