thank you for your reply, I appreciate it!
wacom1 wrote:There could be something wrong in the hardware like a bad connector, faulty Nvidia card, not working fan. Then Wacom can fix it. We cannot fix graphics driver issues however.
As recommended here install the older Intel driver version mentioned, update the NVidia driver. Turn off Windows automatic hardware driver updating. Make sure you have a solid high quality monitor connection and cable. Connect it to the middle USB-C port and if possible use another monitor or different adapters for connection. - That is what we can advice at the moment.
As I wrote, the device was sent to and returned from the Wacom support, without any changes to the hardware. Since I assume the support persons checked the device diligently, I have to assume that there are no hardware defects. Of course the question remains why they returned the device without for example installing a different Intel or NVidia driver, since you mentioned this could help fix the problem.
Anyway, please take the effort together with me to compile a list of steps to solve the issue, that I am sure will help a lot of your customers:Wacom Mobile Studio Pro 16: Guide to resolving internal monitor blackouts when external monitor is connected
- Install the old Intel Iris driver version 154014.4352, which can be downloaded here.
@wacom1 Is this the correct version of the driver that is endorsed by Wacom? If not, which is the correct version, and where can it be downloaded?
- Install Nvidia driver version xyz.xyz, which can be downloaded here.
@wacom1 Which is the version endorsed by Wacom? Where can it be downloaded?
- Turn off Windows automatic hardware driver updating.
- Use a high quality cable for connecting the external monitor.
@wacom1 Which is a model or brand of cable that is endorsed by Wacom / known by Wacom to work?
- Use a high quality external monitor.
@wacom1 Which is a model or brand of monitor that is endorsed by Wacom / known by Wacom to work?
- Connect the cable to the middle USB-C port.
, as you can see, there are some questions open, that I have marked in pink
. Please answer those questions, so we have distilled all the information about solving this problem. Also, if there are any other steps that I forgot, please add them.
Thanks for your efforts in advance, and best regards!