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Charles A. Roberts
Charles A. Roberts, PC Tech
Category: Computer
Satisfied Customers: 2334
Experience:  2 year degree from ITT Technical Institute.
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Hi, I have just updated my laptop to Windows 8.1 Prior to

Resolved Question:

Hi,
I have just updated my laptop to Windows 8.1
Prior to this i had the laptop and two external monitors running
Now I can only get one monitor to work through a USB 3.0 External Video Adapter, the laptop display is not running as it should, brightness control doesn't work so screen is dull and difficult to look at.
I have tried the second external monitor in the VGA port and HDMI port with no luck.
When I had someone using Team Viewer to try and help, they could see the displays working even though they were black my end.
Regards Lance
Submitted: 7 months ago.
Category: Computer
Expert:  Charles A. Roberts replied 7 months ago.
Hello, my name isXXXXX will do whatever I possibly can to help answer your questions. I am sorry to hear you are having this kind of problem. Can you please tell me the make of the laptop and the model number? Also have you updated the graphics drivers on the machine yet?
Customer: replied 7 months ago.

Computer is an MSI CX6i


im not sure about the graphics drivers, i had a guy in yesterday for a couple of hours, he worked on it but not sure what he did


 

Expert:  Charles A. Roberts replied 7 months ago.
Ok first let's see what kind of graphics is on that machine so I can locate the correct one. Can you by chance right click on the new start button and then left click on control panel let me know once you are there.
Customer: replied 7 months ago.

im in the control panel

Expert:  Charles A. Roberts replied 7 months ago.
OK now then click on system security then click on system and then on the left click on device manager and then click on the arrow next to display adapter and tell me exactly what it says.
Customer: replied 7 months ago.

Display adaptor


Inter(R) HD Graphics 4000 has a ! in the icon


NVIDIA GeForce GT 645M

Expert:  Charles A. Roberts replied 7 months ago.
That's one of the problems ok standby I am going to locate the driver for you.
Expert:  Charles A. Roberts replied 7 months ago.
OK go to this link: http://www.msi.com/product/nb/CX61.html#/?div=Driver&os=Win8 64

First download the software for this: Intel HD Graphics Family_Intel Ivy Bridge


Let me know once installed and completed. You may need to restart please check to see and let me know once finished and if the ! sign has gone away.
Customer: replied 7 months ago.

Hi Charles,


i had to swap computers, the laptop dident like the upgrade, the screen went black for about 20 minutes so i restarted the computer know its just blue, the only thing viable is the mouse curser


Lance

Expert:  Charles A. Roberts replied 7 months ago.
OK so now it's going to bluescreen? That's strange for the drivers to be malfunctioning. OK are you able to get into the machine at all can you view anything?
Customer: replied 7 months ago.

just the courser,

Expert:  Charles A. Roberts replied 7 months ago.

OK let me ask you this. First I know something has caused this concerning windows 8.1 First did this machine come with windows 8 originally. Can you also tell me if you have any important data on this machine and by chance do you keep backups? Also is there anything showing on the built in screen?

Customer: replied 7 months ago.

The machine came with windows 8


 


the machine is used as a work station, all the data is on a server

Customer: replied 7 months ago.

both screens are blue, the cursor can be seen in both (when you move it around)

Expert:  Charles A. Roberts replied 7 months ago.
Ok can you please restart the computer as soon as you see the machines logo push F12 repeatedly and tell me what it shows on the screen if that does nothing try F11.
Customer: replied 7 months ago.

the logo dosent come up tried F12 no luck

Expert:  Charles A. Roberts replied 7 months ago.
OK can you please remove the USB video adapter. Hold the power button until the computer shuts off and then turn it back on and then try both F12 and F11. Tell me is you see the MSI logo at all?
Customer: replied 7 months ago.

i removed the adapter and the computer started


 


i am back in the computer

Customer: replied 7 months ago.

the display adapter don't have a ! now

Expert:  Charles A. Roberts replied 7 months ago.
That's what I thought was possibly causing the problem. Ok now plug that adapter back in and then go into device manager again for me please.
Customer: replied 7 months ago.

all three screens now work, im am back in the display adaptor

Expert:  Charles A. Roberts replied 7 months ago.
OK any yellow ! marks at all?
Customer: replied 7 months ago.

no. all looks good, do you think that has fixed it permanently??

Expert:  Charles A. Roberts replied 7 months ago.
Try restarting the computer and check to make sure it stars normally. The driver should have fully updated for window 8.1 I will be standing by.
Customer: replied 7 months ago.

it has rebooted ok, do you think that has fixed it permanently??

Expert:  Charles A. Roberts replied 7 months ago.
Unless anything changes the drivers or causes them to malfunction yes you should be good to do now.

If you have any further questions, please feel free to let me know...
Please don't leave negative feedback, Positive Feedback and Bonuses are not expected, but are always appreciated! You will be getting a survey on my assistance and information It would be greatly appreciated to let my Superiors know how I am doing thank you and please try and have a good day.
Charles A. Roberts, PC Tech
Category: Computer
Satisfied Customers: 2334
Experience: 2 year degree from ITT Technical Institute.
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