Screen Goes Blank When Playing Certain Videos

[shiningc]

Although most videos play with no problem, when I play certain videos, the screen goes blank after a few seconds. I can still hear the audio. This can occur with YouTube or other video sites or Plex or even the Windows 10 Movies and TV video player. If I kill the video player or browser using Ctrl-F4, the display immediately returns to normal. The display also returns to normal if I just allow the video to finish.

Note: I believe this problem first started after installing Windows 10 20H1update. For a couple weeks, just opening certain apps like the People app would also cause the blank screen. But after a couple patch updates this is no longer happening. I realize this could to be a Windows 10 issue, so I'm reporting to Microsoft as well.

• HP Spectre x360 model: 13-w023dx
• Adapter Intel(R) HD Graphics 620,  driver version 24.20.100.6344
• Windows 10 Pro 10.0.19041 build 19041
• Free space on C: 200 GB
• Total Physical Memory 15.9 GB
• Total Virtual Memory 20.4 GB
• BIOS version/date American Megatrends Inc. F.49, 5/3/2019

[praveen196 · Accepted solution]

@shiningc Welcome to HP Community!

I understand that the screen goes black while Playing Certain Videos.

Do not worry. I will try to fix the issue.

Try updating the computer, this will install the latest updates -

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 Install updates using HP Support Assistant

1. In the search box, type, and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Please uninstall the graphics driver and reinstall the drivers.

Also, update the BIOS F.50 Rev.A

Please run the SFC scan. you can refer to this Link: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[shiningc]

Thanks for your help. The issue appears to be resolved. After replacing a newer Intel integrated graphics driver with the older HP recommended version (step (3) below), the issue is no longer occurring. 

(1) Windows Updates:

I always keep Windows up-to-date and just installed an update this morning:  July 14, 2020—KB4565503 (OS Build 19041.388). The video problem still occurred after this update.

(2) HP Support Assistant:

Already installed and checked numerous times, including again today. No updates available.

(3) Intel HD Graphics 620 Driver:

I removed the first driver below and replaced it with the older HP-recommended driver. Not sure where I got the newer driver—possibly from the Intel drivers website in which case I may have created my own problem.

Previous driver: 24.20.100.6344 * dated 11/10/2018 * provider Intel 

HP suggested:   21.20.16.4664 Rev.B * dated Jun 23, 2017 * HP recommended

(4) System File Checker:

I've run scf /scannow numerous times already with no issues found, but not a full DISM.exe /Online /Cleanup-image /Restorehealth . As it turned out, this step wasn't necessary.

(5) BIOS Update:

Decided to update the BIOS as well even though the issue was already resolved at this point. 

Previous: F.49

Current:  F.50 Rev.A

[praveen196]

@shiningc

Thank you for the update.

We are happy to hear that the issue is resolved.

In the future, if you have any other concerns. Please get back to us. We will assist you.

Have a nice day!!

[shiningc]

Praveen, shortly after reverting to the older certified Intel  HD Graphics 620 driver, I remembered why I updated to the newer driver back in 2018. This older driver causes a different issue which I have now reported in separate post here.