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53 Posts

02-18-2013

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W520 Video Driver Support

2013-02-18, 20:31 PM

I purchased a W520 in May of 2011.  I ordered an nVidia Quadro 1000M video card with the system.  I also purchased a 4yr NBD + 4yr Protection support agreement.  Since I'm a developer, and a Windows MSDN subscriber, I installed Windows 7 Ultimate 64bit onto the machine, replacing Windows 7 Pro 64 which was originally installed.  In Jun of 2011 I contacted support about a Bluetooth not working and was told this wasn't a Thinkpad problem.  In Jul of 2011 I contacted support because Bluetooth wouldn't work when the machine was removed from the docking station using the  WiFi connection.  In addition, Internet Explorer wouldn't work when running Shockwave Flash Object (IE crashed).  I was then told this wasn't a Thinkpad problem.  In Sep of 2012 I called regarding consistent video display pixelations of an external monitor when connecting the machine to the docking station.  Was told the docking station wasn't under warranty; so I bought a new docking station.  The video card still seems to be having problems, with Windows reporting an occasional error that the video hardware was causing Windows to stop working correctly.  Since Windows seemed to recover from the error I didn't pay too much attention to the issue.

 

On 13 Feb I received a Windows Update that included an nVidia driver update.  When Windows Update completed, my external monitor wouldn't work.  When I contacted Lenovo support the 1st person who helped didn't.  When I called back, I got another technician who was very helpful.  It turned out the Windows update destroyed the nVidia driver installed and the machine reverted to the onboard Intel video (there was no nVidia device installed in hardware display).  In addition, a Lenovo system update performed a few weeks prior updated the BIOS, which disabled the automatic use of the nVidia driver.  So, I had to "enable" the BIOS video display to use the nVidia Optimus video card (although I have an nVidia Quadro card).  I then had to download and install the nVidia Optimus 64 bit video driver for Windows 7 64 bit.  All worked well and I got my external monitor working.  However, I still received a notice from Windows that my "...video hardware caused Windows to stop working correctly."  Since I've been getting these messages occasionally since I purchased the machine I contacted Thinkpad support.

 

I was told that because I installed Windows 7 Ultimate, there is no support for Thinkpad drivers and there's no guarantee they'll work.  Is this true?  Has anyone else been told that the installation of a Windows 7 version not installed at the factory will void the warranty for hardware software provided by Lenovo?  I can easily understand Lenovo not supporting anti-virus software, DVD software, and other such utilities (which I got rid of), but device drivers?  Thanks,

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2483 Posts

04-08-2011

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  • Message 2 of 33

Re: W520 Video Driver Support

2013-02-19, 2:29 AM

There is very little difference between Windows 7 Pro x64 and Windows 7 Ultimate x64.  There is no difference as far as the video drivers are concerned.

 

There is something wrong with the NVIDIA package being offered on Windows Update right now.  It seems to crater all of the W510, W520 and W530's we have.

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53 Posts

02-18-2013

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Re: W520 Video Driver Support

2013-02-23, 19:27 PM

This seems to be the case.  Can you think of a reason why Lenovo Thinkpad support would inform me they won't provide support for any drivers for my machine, since I installed Windows Ultimate 64?  I couldn't find this caveat anywhere in my 4 yr, NBD support agreement.  Thanks

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  • Message 4 of 33

Re: W520 Video Driver Support

2013-02-24, 2:53 AM

wrote:

This seems to be the case.  Can you think of a reason why Lenovo Thinkpad support would inform me they won't provide support for any drivers for my machine, since I installed Windows Ultimate 64?  I couldn't find this caveat anywhere in my 4 yr, NBD support agreement.  Thanks


Lenovo only "supports" what they ship.  I do not know if they ever shipped SKUs with Ultimate.  It would seem they should provide best effort support with the possible exception for features they haven't trained personnel on.

 

I personally don't feel the video chipset and drivers would fall into that category.  If you downloaded the driver package from support.lenovo.com, it should be supported.  If you downloaded the package from nvidia.com, then it isn't the OEM package that is tested by Lenovo, so I can see their point.  I do not know where drivers from windows update fall.  Maybe Mark_Lenovo can clarify.


For that reason, I always try to use the drivers from support.lenovo.com.

 

I would see if Mark_Lenovo can get this escalated for you.  It seems another path is needed.

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53 Posts

02-18-2013

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Re: W520 Video Driver Support

2013-02-24, 5:11 AM

Many thanks for the thoughts.  I do only use Lenovo drivers and System Update to update my machine. I don't have the wherewithall to use any other resource than the manufacturers.

 

Who is Mark_Lenovo?

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  • Message 6 of 33

Re: W520 Video Driver Support

2013-02-24, 5:40 AM

wrote:

Many thanks for the thoughts.  I do only use Lenovo drivers and System Update to update my machine. I don't have the wherewithall to use any other resource than the manufacturers.

 

Who is Mark_Lenovo?


He is the Community Manager and the top dog at this site.  See http://forums.lenovo.com/t5/user/viewprofilepage/user-id/4

 

Dedicated Lenovo employee that has connections for escalations.

 

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53 Posts

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  • Message 7 of 33

Re: W520 Video Driver Support

2013-02-25, 0:57 AM

Thanks for letting me know who Mark is.  I have no idea how to contact him though, and assume he has no interest in communicating with me.

 

I'm sorry the current Lenovo support isn't anything like the support provided for my Thinkpad T42, which, by the way, I installed XP Pro on instead of XP Home it came with.  Since I'm an MSDN member and a developer, we get all the MS operating systems we need to develop; why should we pay extra to Lenovo when we already have the O/S?

 

To date; they've brushed me away with the docking connector issue I called about (they suggested I get a new docking station, which I did but that didn't fix the problem), they brushed me away with the bluetooth connectivity issues I have with WiFi on, and they brushed me away again with the video problems I have with the external monitor.

 

I'm so shocked with the support out of Atlanta, GA.  Thinkpad support used to be so incredibly good!  When I called last week when my external monitor stopped working, they tried to brush me off again.  The 2nd time I called back, however, one helpful gentleman walked me through getting the nVidia driver properly installed because both the Lenovo System BIOS update, previously run, disabled the recognition of the nVidia Optimus video driver/card and the Feb 19th Windows update provided a screwed up nVidia driver update, that seemed to remove or destroy that driver.  When I called back after getting a Windows video hardware error, that's when I was told that essentially I had voided my 4yr NBD/protection warranty for Lenovo drivers and software because I installed Windows Ultimate.

 

Go figure...  :-(

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  • Message 8 of 33

Re: W520 Video Driver Support

2013-02-25, 3:01 AM

He'll probably see this thread, but you can send him a private message here on the forum.  Use Mark_Lenovo.

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12-27-2009

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Re: W520 Video Driver Support

2013-02-25, 16:56 PM
Maybe try grabbing the latest available NVIDIA drivers (310.xx or 314.xx) off of the NVIDIA site instead?

If the only OSes you use are Optimus compatible, then disable Optimus detection in BIOS. It might reduce confusion for the system.

W520: 2960XM, Q2000M @ 1091/1380, 32GB RAM, 500GB&750GB HDD & 500GB SSD, FHD&MB168B+
X61T: L7500, 4GB RAM, 500GB HDD, XGA screen, Ultrabase
W550s: 5600U, K620M at 1164/1281, 16GB RAM, 512GB SSD, 3K touchscreen
X200s: SL9400, 6GB RAM, 64GB SD card, WXGA+ screen
TPT1: 1839-23U
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53 Posts

02-18-2013

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  • Message 10 of 33

Re: W520 Video Driver Support

2013-02-25, 20:53 PM

Thanks for the thoughts.  First, I suspect that as soon as I use non-Lenovo drivers, I'll have no legitimate reason to expect Lenovo to adhere to their obligations under the support agreement, with respect to drivers that is.

 

Finally, I have no idea what will happen if I disable the Optimus recognition in the BIOS.  The Lenovo support person had me enable it because the device manager didn't show any nVidia devices after Windows Update messed up my system.

 

Then again, the Thinkpad reputation isn't what it used to be.  :-(

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