01-25-2018 05:37 AM
So after installing the latest Intel HD Graphics driver (18.104.22.16836) using Lenovo Update my external monitors (on a WiGig dock) no longer work! I can see them in Windows, but when I go to "Extend desktop" to them the laptop screen blanks out for a moment and Windows asks if i want to keep the settings. I obviously say yes, but the external screens are still not working; and Windows still shows them as not being in use.
I can work-around by plugging them directly into my PC, but that defeats the purpose of a rather expensive dock. At home I have a normal docking station which is also unaffected.
I raise this as a support ticket but the agent was utterly useless. She kept telling me to uninstall/reinstall the driver (which i did), to boot into the BIOS (and not change anything) and finally to install the old driver. When i asked where to get this from she sent me to the Lenovo drivers download page and I had to explain to her that this only let me download the current driver! She then went away to ask a collegue and sent me a the link to Intel's website; but to download old versions of the WiGig wifi driver. I pointed out that this wasn't the problem driver and she assured me it was (obviously technical can see for the problem description it wasn't!). When I queried what issues old drivers would cause and the fact that they are automatically installed she said I should disable automatic update installation. I questioned the wisdom in doing so, especially for updates Lenovo have tagged as "Critical" (such as the graphics driver) they said no updates are ever needed. Really?? That is Lenovo company policy? Even the BIOS updates to help patch the Intel CPU secuirty issues.... that isn't important?
I asked for the issue to be escalated to someone technical which she agreed to do. I have then chased due to no contact and the ticket was then closed 10 minutes later!! No resolution. No escalation.
So firstly how do I raise a formal complaint about this agent? She was initially incompetant and subsequently closed a ticket without resolving it?
Secondly does anyone else with a WiGig dock and a T460s have a problem with the latest Windows 10 driver and external screens? I'm pretty confident it is this driver due to the exact timing of the problem and the fact that on other Thinkpad models the release notes say it corrects an issue connecting external monitors - so that part of the driver codebase has clearly been 'tinkered' with. I am assuming WiGig docks aren't part of the QA during the release process.
Thirdly; assuming there is a problem how do I alert Lenovo to the problem if not via the support desk and get it fixed? Right now from my POV the driver update has a bug and should be revoked ASAP.
Solved! Go to Solution.
01-26-2018 01:46 AM
thank you for the issue report.
ThinkPad development team had confirmed your reported symptom can duplicate on their test environment and started work with supplier to investigate the root cause and solution.
01-26-2018 04:24 AM
Rydeen, that is great news. Really appreciate you getting this looked at and i'm relieved that their isn't a problem with any of my hardware. Hopefully the driver can be fixed quickly
Is there anything that can be done about the quality of service from the traditional support channel if i send you the ticket? The agent clearly needs a little training to explain what the different drivers do; and how to escalate the issue - when i asked for it to be investigated (as you have clearly done) she said that wasn't possible! And then the closing of the ticket was IMHO very bad service/behaviour from a customer services representative.
02-06-2018 12:57 AM
I have exactly the same problem with 2 T460s and 4 WigigDock.
The lenovo support tells me that no one else is concerned.
It's sure it's a driver problem.
One PC has the problem since a complete reinstallation of Windows 10 (and drivers), and other since this week-end after a Lenovo Vantage Update.
But, I have no solution, I can't reinstall last drivers. Do you have a temporary solution ?
02-06-2018 01:42 AM
At least you got a support agent to admit there is an issue - even if they weren't aware I reported it before.
My agent sent me the following link to get the old drivers https://www.intel.com/content/www/us/en/support/articles/000005874/network-and-i-o/wireless-networki... - Following that link (for a graphics driver remember) and you'll see the keen intellect with years of experiance in IT that I was dealing with on the phone!
I have tried getting the old driver by looking at the URL for the current driver https://download.lenovo.com/pccbbs/mobiles/n1cdt42w.exe and then looking in the readme which lists previous versions as:
22.214.171.12436 N1CDT42W 01 2017/11/30 126.96.36.19985 N1CDT41W 01 2017/09/25 188.8.131.5271 N1CDT40W 01 2017/08/30 184.108.40.20678 N1CDT39W 01 2017/08/04 220.127.116.1118 N1CDT38W 02 2017/08/04 18.104.22.16818 N1CDT38W 01 2017/07/18 22.214.171.12450 N1CDT35W 01 2017/04/26 126.96.36.19990 N1CDT32W 02 2017/03/07 188.8.131.5290 N1CDT32W 01 2017/02/09 184.108.40.20634 N1CDT31W 01 2016/11/11 220.127.116.1105 N1CDT30W 01 2016/09/14 18.104.22.16874 N1CDT29W 01 2016/07/22 22.214.171.12463 N1CDT28W 01 2016/06/27 126.96.36.19944 N1CDT27W 01 2016/05/31 188.8.131.5280 N1CDT23W 01 2016/03/23 184.108.40.20652 N1CDT22W 01 2016/02/04 220.127.116.1112 N1CDT18W 02 2016/01/19 10.18.15.4312 N1CDT18W 01 2015/12/15 10.18.15.4281 N1CDT15W 01 2015/11/10
I tried the first 'previous' filename in that same URL. It does download a Intel graphics driver, but it doesn't seem to work with the T460s
Maybe with more patience (to download the others) you'll find an old driver that does work?
I'm pretty dissapointed with Lenovo at the moment. £1600 worth of equipment that is now broken. I plug my 2 monitors in via cables and adapters to my laptop directly.
02-06-2018 01:44 AM
02-06-2018 02:01 AM
As per my post I swear I tried that file! However I had downloaded numerous cryptically named files to my machine to find a driver that worked so I must have gotten confused.
This is working for me. I have 2 monitors connected to the WiGig dock again.
Thank you! Hope the team get a proper fix published soon.