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johnemig
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L502X crash with HDMI

The jpeg attached to this post shows examples of the screen after the PC crashes while using HDMI for an external monitor.

The crashes only happen when the HDMI is connected directly to the PC.  The crashes happen on at least two different external monitors.

It has never crashed like this when using the wireless Push2TV for an external monitor or when just using the laptop's built in monitor.

It happens frequently with
mouse movement
animated solitare cards deal
interactive maps online
exiting full screen of windows slideshow
opening windows explorer. 

It never seems to happen when it's just sitting on its own. 

After it freezes, usually the fan runs harder and the hard drive LED continues to indicate activity.

I have waited more than an hour before and it never recovers.  It has to be powered off manually in order to reboot.

Any ideas?

Hardware:

XPS L502X

Intel(R) HD Graphics Family 
NVIDIA GeForce GT 540M

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20 Replies
Community Manager
Community Manager

RE: L502X crash with HDMI

Hi johnemig,

Thanks for posting.

Your post doesn't indicate which operating system you are using.  Since this older laptop shipped with XP as the primary OS, it may be an incompatibility with the external monitor you are attempting to use or a failure of one of the components.

In researching this, I've found that installing Intel Video Driver version A04 or newer from Drivers Homepage may resolve this issue. Have you tried that yet?
Please post back with your findings and the OS you are currently using.  Thanks.


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
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johnemig
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RE: L502X crash with HDMI

Thanks for your response.

This computer shipped in 2012 with Windows 7 Home Premium.

I looked on

www.dell.com/.../advanced

for an A04 video driver for my machine to no avail.

The Intel Graphics Properties program reports:

Driver Version: 8.15.10.2342

Here's the full report (data gathered while using wireless video).  I also included the nVidia report at the end just for good measure.

Intel(R) HD Graphics 3000

Report Date: 7/20/2017

Report Time[hr:mm:ss]: 5:20:12

Driver Version: 8.15.10.2342

Operating System: Windows 7  Service Pack 1(6.1.7601)

Default Language: English (United States)

DirectX* Version: 10.1

Physical Memory: 8086 MB

Minimum Graphics Memory: 64 MB

Maximum Graphics Memory: 1696 MB

Graphics Memory in Use: 112 MB

Processor: Intel64 Family 6 Model 42 Stepping 7

Processor Speed: 2693 MHz

Vendor ID: 8086

Device ID: 0126

Device Revision: 09

*   Processor Graphics Information   *

Processor Graphics in Use: Intel(R) HD Graphics 3000

Video BIOS: 2104.0

Current Graphics Mode: 1280 by 720

*   Devices Connected to the Graphics Accelerator   *

Active Intel® Wireless Displays: 1

* Intel® wireless Display *

Monitor Name: Generic PnP Monitor

Display Type: Digital

Gamma Value: 2.2

DDC2 Protocol: Supported

Display Power Management Support:

Standby Mode: Not Supported

Suspend Mode: Not Supported

Active Off Mode: Not Supported

----------------------------------------------------------------

NVIDIA System Information report created on: 07/20/2017 05:31:42

[Display]

Operating System: Windows 7 Home Premium, 64-bit (Service Pack 1)

DirectX version: 11.0

GPU processor: GeForce GT 540M

Driver version: 267.21

DirectX support: 11

CUDA Cores: 96

Core clock: 672 MHz

Shader clock: 1344 MHz

Memory clock: 900 MHz (1800 MHz data rate)

Memory interface: 128-bit

Total available graphics memory: 4095 MB

Dedicated video memory: 2048 MB DDR3

System video memory: 0 MB

Shared system memory: 2047 MB

Video BIOS version: 70.08.44.00.11

IRQ: 16

Bus: PCI Express x16 Gen2

[Components]

nvui.dll 7.17.12.6721 NVIDIA User Experience Driver Component

nvxdsync.exe 7.17.12.6721 NVIDIA User Experience Driver Component

nvxdplcy.dll 7.17.12.6721 NVIDIA User Experience Driver Component

nvxdbat.dll 7.17.12.6721 NVIDIA User Experience Driver Component

nvxdapix.dll 7.17.12.6721 NVIDIA User Experience Driver Component

NVCPL.DLL 7.17.12.6721 NVIDIA Compatible Windows Vista Display driver, Version 267.21

nvCplUIR.dll 3.5.752.0 NVIDIA Control Panel

nvCplUI.exe 3.5.752.0 NVIDIA Control Panel

nvWSSR.dll 6.14.12.6721 NVIDIA Workstation Server

nvWSS.dll 6.14.12.6721 NVIDIA Workstation Server

nvViTvSR.dll 6.14.12.6721 NVIDIA Video Server

nvViTvS.dll 6.14.12.6721 NVIDIA Video Server

nvDispSR.dll 6.14.12.6721 NVIDIA Display Server

NVMCTRAY.DLL 8.17.12.6721 NVIDIA Media Center Library

nvDispS.dll 6.14.12.6721 NVIDIA Display Server

NVCUDA.DLL 8.17.12.6721 NVIDIA CUDA 3.2.1 driver

nvGameSR.dll 6.14.12.6721 NVIDIA 3D Settings Server

nvGameS.dll 6.14.12.6721 NVIDIA 3D Settings Server

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Community Manager
Community Manager

RE: L502X crash with HDMI

What monitor are you connecting to?


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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johnemig
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RE: L502X crash with HDMI

42" Olevia TV - 242T FHD

or

40" Sony Bravia KDL40Z4100

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Community Manager
Community Manager

RE: L502X crash with HDMI

Hard to say for this 2011 model.
Could just be faulty laptop hardware.

You could try to let Intel install a driver:

 Run the free Intel Driver Update utility and see if it installs any newer or missing drivers. Once installed, Click Start- Intel Driver Update Utility- Intel Driver Update Utility 2.0. Then click "Auto detect...". When done, restart the computer and retest.

http://www.intel.com/content/www/us/en/support/detect.html?iid=dc_iduu


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


johnemig
1 Nickel

RE: L502X crash with HDMI

I'll do just that...

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johnemig
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RE: L502X crash with HDMI

See attached for what the Intel updater found.

I didn't install either since they don't seem related and the updater warned about losing Dell customizations.

What about going to the NVidia site too?

By the way, I've tried using the Intel updater and the NVidia updater suggestions to install drivers before on this machine.  It didn't solve the problem.

For what it's worth, I've reinstalled Windows since then so we're working with a fairly fresh OS - within the last three months or so.

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johnemig
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RE: L502X crash with HDMI

I wouldn't be surprised if it were a hardware issue.  I wonder...

Is the NVidia card replaceable?  ...the Intel video chip?  If so, how expensive?

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Community Manager
Community Manager

RE: L502X crash with HDMI

Here's some more information I found:

http://dell.to/2uxJD2w

http://dell.to/2uxhMj3

http://dell.to/2uy48MK


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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