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ATeece81
Blue Screen Again
Posts: 6
Registered: ‎01-25-2018
Location: GB
Views: 1,714
Message 1 of 20

T460s WiGig Dock broken with latest Intel HD Graphics Driver

So after installing the latest Intel HD Graphics driver (22.20.16.4836) 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.

Lenovo Employee Rydeen
Lenovo Employee
Posts: 371
Registered: ‎03-03-2017
Location: JP
Views: 1,663
Message 2 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

Dear customer,

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.

 

ATeece81
Blue Screen Again
Posts: 6
Registered: ‎01-25-2018
Location: GB
Views: 1,653
Message 3 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

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.

 

arnolem
Paper Tape
Posts: 8
Registered: ‎11-08-2016
Location: FR
Views: 1,528
Message 4 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

Hello,

 

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 ?

 

Thanks

arnolem
Paper Tape
Posts: 8
Registered: ‎11-08-2016
Location: FR
Views: 1,525
Message 5 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

How to download old drivers please ?
ATeece81
Blue Screen Again
Posts: 6
Registered: ‎01-25-2018
Location: GB
Views: 1,515
Message 6 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

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:

  22.20.16.4836  N1CDT42W    01    2017/11/30
  22.20.16.4785  N1CDT41W    01    2017/09/25
  22.20.16.4771  N1CDT40W    01    2017/08/30
  21.20.16.4678  N1CDT39W    01    2017/08/04
  21.20.16.4718  N1CDT38W    02    2017/08/04
  21.20.16.4718  N1CDT38W    01    2017/07/18
  21.20.16.4550  N1CDT35W    01    2017/04/26
  21.20.16.4590  N1CDT32W    02    2017/03/07
  21.20.16.4590  N1CDT32W    01    2017/02/09
  21.20.16.4534  N1CDT31W    01    2016/11/11
  21.20.16.4505  N1CDT30W    01    2016/09/14
  20.19.15.4474  N1CDT29W    01    2016/07/22
  20.19.15.4463  N1CDT28W    01    2016/06/27
  20.19.15.4444  N1CDT27W    01    2016/05/31
  20.19.15.4380  N1CDT23W    01    2016/03/23
  20.19.15.4352  N1CDT22W    01    2016/02/04
  20.19.15.4312  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 Smiley Sad

 

 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.

ATeece81
Blue Screen Again
Posts: 6
Registered: ‎01-25-2018
Location: GB
Views: 1,514
Message 7 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

Rydeen,
Can we have an update on this please - and why have Lenovo not stopped distributing a driver which they now know DOES NOT WORK?

Can we have a download link to the previous (and working) driver.
Lenovo Employee Rydeen
Lenovo Employee
Posts: 371
Registered: ‎03-03-2017
Location: JP
Views: 1,519
Message 8 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

Dear customers,

you can get the previous driver package from below;

    https://download.lenovo.com/pccbbs/mobiles/n1cdt41w.exe

 

ATeece81
Blue Screen Again
Posts: 6
Registered: ‎01-25-2018
Location: GB
Views: 1,509
Message 9 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

Thanks Rydeen,

 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.

 

 

Andrew

arnolem
Paper Tape
Posts: 8
Registered: ‎11-08-2016
Location: FR
Views: 1,493
Message 10 of 20

Re: T460s WiGig Dock broken with latest Intel HD Graphics Driver

I have installed your version and after reboot, my drivers is the 22.20.16.4785 version.
But, i can't see my dock on windows 10.
Any suggestion ?

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