HD 520 graphics control panel baffled by multiple displays

[BJohn19]

Hello,

I'm using a DisplayLink dock connected to 2 external monitors, connected to my Skylake laptop via USB port. I've already uninstalled and reinstalled the drivers multiple times, and then I manually updated to the latest driver per instructions elsewhere on Intel. The control panel still shows nothing when I open it. I would have inserted screenshots into this question, but apparently neither png nor jpg image files are permitted, so they're attached instead.

Thanks,

Me

[BJohn19]

PS I'm assuming that the control panel should still work because it worked perfectly with an older laptop/chipset and the same monitors and dock.

[idata]

Hello intelsupportshootme,

I understand our Intel® Graphics Control Panel is not properly detecting the monitors you have connected to the DisplayLink* dock. Let me apologize for any inconvenience this issue may be causing to you. What happens is that our Intel® Graphics Control Panel will work with the video ports that are embedded on the motherboard. We cannot guarantee our graphics controller will be able to properly detect monitors that are connected to 3rd party docking stations. What I can recommend is contacting the laptop manufacturer in order to check if they have validated a specific docking station for your computer. Let me know if you have or not any other inquiry. Regards,Fred D.

[BJohn19]

Hello,

The dock that I'm using has been validated for my computer. It is a Lenovo dock. Does that mean that the control panel should work?

Thanks.

[idata]

Hello intelsupportshootme,

Yes, if the docking station has been validated by Lenovo* the Intel Graphics Control Panel should work fine.

In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Please also attach the Intel Graphics Driver Report. This link will show you how to generate it https://www.intel.com/content/www/us/en/support/graphics-drivers/000005848.html https://www.intel.com/content/www/us/en/support/graphics-drivers/000005848.html Please let me also know the exact model number of the docking station. To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box. Regards,Fred D.

[idata]

Hello intelsupportshootme,

I was wondering if you still need or not assistance regarding the multiple displays issue you are having in your computer. In case you still need assistance just let me know. Regards,Fred D.

[BJohn19]

Hello,

Please see the attached files.

Thanks.

[idata]

Hello intelsupportshootme,

Thanks for the information you sent to me. I would like you to try updating some of the computer drivers in a specific order. Please install this driver first, and then restart the computer http://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-X-SERIES-LAPTOPS/THINKPAD-X1-CARBON-TYPE-20FB-20FC/20FB/20FBCTO1WW/downloads/DS111765 http://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-X-SERIES-LAPTOPS/THINKPAD-X1-CARBON-TYPE-20FB-20FC/20FB/20FBCTO1WW/downloads/DS111765 Install this other driver, and then restart the computer one more time http://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-X-SERIES-LAPTOPS/THINKPAD-X1-CARBON-TYPE-20FB-20FC/20FB/20FBCTO1WW/downloads/DS120490 http://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-X-SERIES-LAPTOPS/THINKPAD-X1-CARBON-TYPE-20FB-20FC/20FB/20FBCTO1WW/downloads/DS120490 Please download the graphics driver version that is on this link https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics 520 -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver with the steps that are on this link https://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html https://www.intel.com/content/www/us/en/support/graphics-drivers/000005474.html Let me know if issue persists or not. Regards,Fred D.

[BJohn19]

Hello,

I followed these instructions, although I didn't need to install the latest Intel Management Engine, and I had to uninstall the graphics driver twice to get it to revert to its original driver. The first time it reverted to version 4664 and when I tried to install the latest driver, Windows told me that I was already using the latest driver. No change. The graphics control panel is still entirely blank.

Thanks.

[idata]

Hello intelsupportshootme,

I am sorry to hear issue persists after installing the drivers I provided. Does the issue happen if you use the computer in Single Display with either built-in display or external monitor? Does the issue happen if you do not use the docking station? Was there any software or hardware change before the issue started happening? Regards,Fred D.

[BJohn19]

Hello Fred,

The Intel Panel works when I use the laptop alone or together with an external monitor. The issue doesn't occur when I don't use the dock. The laptop is new but I didn't have any issues with the Intel Panel with the same dock using HD Graphics 420, so I assumed it would work (better) with 520. Thanks,B J

[idata]

Hello intelsupportshootme,

In that case the issue seems to be related to the docking station itself because the video ports of the laptop work fine. The best option would be contacting Lenovo* in order to check if they can reproduce the issue in their lab with the exact same laptop and docking station model. This link will give you their contact information https://support.lenovo.com/uu/en?menu-id=Technical_Support https://support.lenovo.com/uu/en?menu-id=Technical_Support Regards,Fred D.