+6
Under review

windows 10 Start Menu small icons and unable to scroll in Settings windows

gregg 12 months ago updated by Kyle K. 1 month ago 7

I have several Windows 10 version 1903 machines that have issues when connected via Control.  The Start Menu shows small icons.  When I am in the Settings windows, I can't scroll down.  I tried to run the Intel Driver Assistant and just comes up with a blank window when launched.

If I disconnect using Control and then RDP into the device, all of the above work without issue.

ConnectWise Control Version:
20.7
Server Affected:
Host Client Affected:
Guest Client Affected:

We are having the exact same issue here, and were told by support to post our bug issue here. Service Ticket #12237799

We are noticing that it also affects Windows 10 1809 clients that have the Intel HD Graphics 5500 with driver 20.19.15.5058. 

This just happened to me this past week.  It was quite a strange experience not knowing if what I was seeing was actually happening on the host.  It happened while I was performing a Windows 10 1709 to 1809 Windows Update on an HP EliteBook 840 G4 w/ an Intel HD Graphics 620 video card presently at driver version 25.20.100.6472 (12/10/18), but I can't guarantee this is the driver I was running at the time I noticed the issue (it likely was, just don't know for sure without testing again).

The machines that I have were upgraded from 1809 to 1903.  They are using Intel(R) UHD Graphics 620.  I did revert back the driver from 26.20.100.6860 (4/30/2019) to 25.20.100.6374 and still had the issue.  I just looked again and decided to "Search Online" for new driver.  It downloaded and installed 26.20.100.6860 again.  I installed and rebooted but had same issue.  I went to Intel site and used the Intel® Driver & Support Assistant to look for drivers.  I actually could not install Intel DSA while connected with Control as the pop up window looked blank.  I connected using RDP and the same Intel window looked normal and I could run through the install.  There was an update for the display driver.  I tried to install 26.20.100.7158 but got an error that a manufacturer specific is currently installed and it would not move on.  https://www.intel.com/content/www/us/en/support/articles/000005469/graphics-drivers.html

There was also Intel® Dual Band Wireless-AC 8265 and Intel® Wireless Bluetooth® for Windows® 10 updates that I was able to install.

Rebooted and still bad but expected as the Graphics driver not upgraded.  

I then went to Lenovo site and ran Lenovo Vantage utility to check for display drivers.  There were 5 Critical updates that I ran first.

-Intel Dynamic Platform and Thermal Framework Driver

-Lenovo Intelligent Thermal Solution Driver

-Intel WLAN Driver 8265

-Lenovo SSD and HDD Firmware Update Tool

-Intel Management Engine 11.8 Firmware

I rebooted after the 5 installed.  I ran Lenovo Vantage again.  Installed 3 Recommended updates

-Lenovo ThinkPad BIOS Update

-Realtek Card Reader Driver

-Intel PRO/1000 LAN Adapter Software

I rebooted after the 3 installed and same issue

-Uninstalled and deleted Graphics driver

-Rebooted

-Ran Intel® Driver & Support Assistant again and was able to install 26.20.100.7158

-Rebooted

-Confirmed driver version 26.20.100.7158 (8/23/2019) but still had issue

Same issue happening to me, luckily only with one system though. Issue only seems to affect this particular laptop, and only when connecting to it using ConnectWise Control - RDP connections and actual in-person physical display are completely fine. Same (or at least very similar) symptoms as Gregg reported where the start menu icons are smaller than normal, cannot scroll in the Settings menu, and when going from one settings screen to another (for example, going into System then back to Home) you'll see some visual artifacts from the previous menu on the current screen.

I was able to do some testing and narrow down the cause to the "Intel HD Graphics 530" driver specifically. Didn't seem to matter what version of the driver I used, either - started with the generic driver that windows automatically installs, tried updating using Dell Command Update & the Intel Driver and Support Assistant, tried manually installing previous versions of the driver (from the Intel website) - all to no avail. Luckily this laptop also has a dedicated AMD graphics card, so I was able to use Device Manager to uninstall the Intel display adapter (also selected "delete the driver software for this device") but left the radeon one installed ... problem instantly solved. 

That said, the issue returned as soon as I tried rebooting and reinstalling the Intel driver. Only solution/workaround that's actually "worked" for me is to uninstall the Intel driver and/or disable the intel display adapter (uninstalling only works temporarily in my case - a reboot or checking for windows updates will reinstall the Intel driver causing the whole cycle to begin anew, so had to disable the device to keep this from happening). I should note that this affected the computer through multiple versions of Windows 10 (started with 1903, still occurred in 1909 and 2004), and through multiple attempts at reinstalling the remote agent and screenconnect. 

Only reason I've been able to get around it was because the laptop also had a dedicated graphics card... can't imagine this workaround helps anyone who has to rely on the integrated CPU graphics though.

Would be nice if this issue was resolved... or at least acknowledged (more than just an "under review" status) *cough cough*

+1

Solution (workaround) for me was to right click the Intel HD Graphics 530 Display Adapter and "disable". 

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Again, not sure that this'll actually help anyone else if you NEED to use the integrated graphics, but just wanted to more clearly show what worked for me. 

This is happening to us as well. Is there any more information on a solution or workaround for folks that only have the intel adapter?

Unfortunately I still haven't been able to figure out any alternatives. :( And thanks to a recent round of software updates we just discovered we have the exact same issue on another (spare) laptop too - interestingly, both laptops are Dell Latitude E5570's and both had dedicated AMD Radeon Graphics cards in addition to the integrated CPU graphics. Disabling the AMD display adapter doesn't seem to have an effect (but as in previous post, disabling Intel does fix the issue). Also as in my last post, no issue if using RDP to connect to this machine from another workstation/server on the network, so the issue only seems to affect ScreenConnect (as far as I've been able to tell, anyway). This is after making sure that all Windows updates were installed, checking for drivers through Device Manger, Dell Command Update, etc. 

I'm going to try download and install previous versions of the "Intel HD Graphics 530" display adapter driver from Intel's site - hopefully one of them will play more nicely with ScreenConnect. If any of them DO happen to work, I'll let you know ASAP. 

Other than that, all we can do is pray to the ConnectWise Gods and hope for a proper resolution (lol). Hopefully "under review" means there IS actually something in the works...