Hi,
I would like to present a problem I have with the notebook I bought 6 months ago regarding the unpleasant recurring situation of successive black screens supposedly caused by IGFX driver. The occurrence of this black screen is described in the following notice screen:
“Display driver stopped responding and has recovered.
Display driver Intel HD Graphics Drivers for Windows 8(R) stopped responding and has successfully recovered.”
This situation is recorded in the windows event viewer / System with the following warning:
“The Igfx display driver stopped responding and has recovered successfully.
ID event 1401
…”
Specifications of the notebook:
HP EliteBook 840 G2 (professional line of HP)
Processor: Intel (R ) Core ( TM) i7 5500U – CPU@2.40GHz
RAM Memory – 8G
Hard disk – SSD 240 G
Currently running on Windows 10 Pro 64 bits, build 1511 – 10586.63
This black screen event occurs randomly and frequently. My normal use of my pc my is basically to access Web via browsers (IE and Chrome), Office, windows live mail, pdf software and some software to view and edit photos and video. In many cases, even in situations, where I just open few web pages with no other software running, the black screen occurs with no reason to do so. Thus, even being the PC at low loading level, the event occurs. I can´t tell exactly if there is any connection between the number of black screen events and the software loading level of the pc at each moment.
Said that, this issue has been reported to the HP support services and over four months various solutions were pointed out and carried out by HP in terms of software as well hardware which I list below:
Software actions:
Following the indications of HP support center staff were done clean installations with the appropriate latest updates (downloaded from the HP Support Assistant site) of drivers (including the BIOS) and native software for each of the following Windows OS.
Windows 7 Pro 64 (originally installed in the notebook when I bought it – This notebook has two original Windows OS: 7 Pro installed in the PC and 8.1 Pro in DVD disk)
Windows 8.1 Pro 64 (factory Image installed by HP when the notebook was shipped to HP repair services center)
Windows 10 Pro 64 (upgrade from Microsoft)
As indicated by the HP support staff, for one / two weeks and for each of the above Installations of windows OS, the usage of the PC was limited basically to access web via IE the OS and few HP's native software (pdf reader, for instance). No additional software was loaded. For mailing management or run office applications I used my old notebook. Nevertheless, the black screens continued to happen.
Also other actions were run like Sfc / scannow or modifying the Registry - Regedit (HKEY_LOCAL_MACHINE \ SYSTEM \ CurrentControlSet001 \ Control \ GraphicsDrivers, key TdrDelay to set 8 or 10 for the Value data).
Therefore, everything was done in terms of software, but the problem remains! As referred before, this situation happens with clean installations, i.e., the OS and the HP’s factory software only.
Hardware actions:
For twice, as the solutions in terms of software didn’t succeed, HP was taken in the notebook for shipment to their Repair Services Center. As result, the RAM memory was replaced. As the problem maintains HP, as an ultimate solution, sent a technician to my home and before me was replaced the motherboard including the CPU which is onboard type.
So, just were not replaced the screen, the keyboard and the battery.
Despite everything be done (HP's local support team has been unexcelled to try to resolve the problem) either terms of software or hardware, the problem remains.
Given this, I only see two possibilities of explanation for the situation:
1 – Will there be an HP´s native driver or software that conflicts with the OS?
2 - A bad design of the product? The question is whether it is of HP or Intel’s responsibility?
In any case, if it is true, it means that all owners of this HP model has this same problem as I have, although the HP support staff deny that there are similar cases for this notebook model.
Is there anyone that may add some information / solution for this strange problem? I thank you in advance.
JMO