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KoRnTuNeS
2 Iron

7567 Laptop Freezes When HDMI Cable Is Connected

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After connecting my laptop to the TV with HDMI, the PC starts to freeze. If the computer restarts while hdmi is connected the problem recovers for a period of time. For example, after watching live broadcast on full screen on YouTube, it starts to freeze again and I am having a hard time controlling the mouse because of this freezing. How can I fix this issue?

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Seif Hassine
1 Nickel

Re: 7567 Laptop Freezes When HDMI Cable Is Connected

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Do you extend display on laptop and tv screen? If so use TV screen only (TV or whatever it is)

You could also try changing some settings in Nvidia panel, maybe the CPU is being used in 3D settings or to rescale and overloaded with other background apps

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KoRnTuNeS
2 Iron

Re: 7567 Laptop Freezes When HDMI Cable Is Connected

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@Seif Hassine wrote:

Do you extend display on laptop and tv screen? If so use TV screen only (TV or whatever it is)

You could also try changing some settings in Nvidia panel, maybe the CPU is being used in 3D settings or to rescale and overloaded with other background apps



Yes I use TV screen only. When I check the task manager during this problem, CPU, RAM and GPU usage seems to be at a low level.

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Re: 7567 Laptop Freezes When HDMI Cable Is Connected

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Thank you for your message. I will be glad to assist you on this.

 

How long have you been having this issue? Did this start after any Windows or driver update?

 

What is the version of graphics driver & BIOS version installed?

 

Does the system heat up or is there a high fan noise when the issue occurs?

 

Please run a hardware diagnostics by following the video on this link http://bit.ly/2fJuGXB & check if there is an error.

 

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.

 

What is a Dell Service Tag and how do I locate it?

Dell-SreejithR
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To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
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KoRnTuNeS
2 Iron

Re: 7567 Laptop Freezes When HDMI Cable Is Connected

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@Dell-SreejithR wrote:

Thank you for your message. I will be glad to assist you on this.

 

How long have you been having this issue? Did this start after any Windows or driver update?

 

What is the version of graphics driver & BIOS version installed?

 

Does the system heat up or is there a high fan noise when the issue occurs?

 

Please run a hardware diagnostics by following the video on this link http://bit.ly/2fJuGXB & check if there is an error.

 

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.

 

What is a Dell Service Tag and how do I locate it?



I do not know exactly when this problem exists. Because I do not use the HDMI link very often. The first time I noticed last week, the problem was fixed after I restarted the laptop, I did not use it much that day. But this weekend I used it with HDMI connection for a long time and realized it was a problem. It works perfectly and smoothly when not connected with HDMI, but unfortunately I am having this freezing problem when connected with HDMI. There is no heat-up and no fan sound.

 

Intel Graphic Card Version: 24.20.10.6136
NVIDIA Graphic Card Version: 398.11
BIOS Version: 1.6.0

 

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KoRnTuNeS
2 Iron

Re: 7567 Laptop Freezes When HDMI Cable Is Connected

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When I run SupportAssist diagnostic, it gives "Abnormal Exit" warning on the video card.

 

Screenshot 2018-06-13 13.32.07.png

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KoRnTuNeS
2 Iron

Re: 7567 Laptop Freezes When HDMI Cable Is Connected

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OK, I solved my problem. I usually install the drivers at intel's site because the drivers are more up-to-date on intel's site. But there were some problems with the drivers there, even though it was compatible with my device (Intel HD graphics 630). When I tried Dell SupportAssist diagnostic to intel's video card, it's gave "Abnormal Exit" error. Finally, this driver completely solved the problem;

 

https://downloadcenter.intel.com/download/27266/Intel-Graphics-Driver-for-Windows-15-60-?product=989...

Thanks for help

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