HDMI output wont work with Intel HD 630 driver

[redcap84]

Having just received my brand new All in one HP24-b275na touchscreen desktop, i went through the full set up and the attached second monitor connected by hdmi cable was displaying a mirrored screen without issues. Once windows loaded the second screen went blank and refused to be recognised by the Intel graphics driver and software. I contacted HP support, who tried updated drivers, and then did a full reinstall of the system... it took hours. It didnt work and still the second monitor didnt display.

I contacted support again today and they did a system restore...3 more hours wasted and it still didnt work.

Having tried to find help online from HP and Intel, there was nothing so I tried deleting the driver completely and hey presto both screens once more mirored with the basic microsoft graphics driver. Obviously this isnt any good for general use and i had no control over how to use the second screen as the system still said it wasnt present, even though i could see it on and displaying next to me.

I updated the driver... second screen goes blank and now back to square one with no second screen.

Please can someone help me to figure this out, ideally without having to restore or reinstall windows once more, it is doing my head in!

thanks.

[Jeet_singh]

Hi @redcap84,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with the HDMI output using second monitor. Don't worry we'll work together to find a solution for you.

Let's start off by performing a Bios update, Chipset drivers as well as graphics card drivers on your PC from our HP support website, using this Link.

Next thing, I would suggest here is to download and install the Intel Driver Update Utility - This will scan and install the relavent drivers for your PC.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Let me know how that pans out,

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[redcap84]

I have tried all those and still doesn't work. There must be something wrong with the driver code. The Intel drivers say they are not compatible and that HP has changed them for this system.

[Jeet_singh]

Hi @redcap84,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have tried the steps suggested and still having the issue. I would suggest the next step would be to create a new user account and check if that helps. 

Follow the steps here to create a local user account: http://hp.care/2dWJKgW

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[redcap84]

Nope. I have set up three administrator accounts. It is the same on all three.

[Jeet_singh]

Hi @redcap84,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have already tried creating a new user account and still having the same issue. I would suggest the next step would be to perform a System recovery and set the computer back to the factory conditions before you could conclude this to be a hardware failure.

Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[redcap84]

Jeet, 

If you have read the whole of this issue you will have noted that the system is 3 days old and the issue arose as soon as I plugged in the second monitor having initiated Windows 10 out of the box. 

Furthermore, since that time your colleagues on support have carried out a reinstall of windows which made no difference...

and...

a full reset which also made no difference.

for the first two days of me owning this computer it has been set up three times and i havent been bale to use it due to installation after reinstallation.

I have also informed your colleagues that during the installation process, both monitors do come on and i have photographs of both screens mirrored during installation.

However, once windows starts and the Intel graphics drivers install, the second screen goes off and the system doesnt recognise it as being present. When I delete the Intel drivers, the microsoft basic driver allows both screens to again be visible but the system still doesnt allow any amipulation of detection of the second screen. 

This is not a hardware fault. IT IS A DRIVER/CONFIGURATION error which HP seem to have overlooked, maybe because not many p[eople ever use a second screen with this new touchscreen computer.

If someone is able to provide a reasonable answer which doesnt have me wasting time reinstalling or resetting the computer, it would be highly appreciated. I cannot afford to send this system back to the supplier only to find the exact same error replicated on its replacement, as it is clearly NOT a hardware fault.

Thank you.

[Jeet_singh]

Hi @redcap84,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have already exhausted all the steps suggested and still having the issue. This clearly indicates a driver issue.

I would suggest you give us 72 hours so that we can research on this and get back to with more information. 

In the meantime, please refer to this document - HP Notebook PCs - Connecting a Monitor, Projector, or TV (Windows 10, 8, 7)

If you don't hear from me in the next 72 business hours, send me a private message as a reminder.

Regards,

[redcap84]

Thank you. I look forward to you guidance.

[Jeet_singh]

Hi @redcap84,

Thank you for your patience. 

I would suggest you give us 72 hours so that we can check this with one of our R&D team on this issue and get back to you with more information.

If you don't hear from me in the next 72 business hours, send me a private message as a reminder.

Regards,