Display problems on some AMD Radeon video cards after installing an update

Anonymous
2017-12-01T02:18:06+00:00

An update was recently installed and now my AMD Radeon HD 3200 display adapter is not working as it did before. I’ve lost my preferred resolution option and the ability to use multiple monitors, and the adapter type is now reported as Microsoft Basic Display Driver. Any suggestions?

Windows for home | Windows 10 | Devices and drivers

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Anonymous
2017-12-01T02:24:28+00:00

Hi Shirlen,

We are aware of a problem that resulted in an incorrect driver update for some AMD Radeon HD 2000, 3000, and 4000 series adapters. 

(Updated: 12/18/17)

If you were impacted by the incorrect driver, Windows Update KB4057291 has been released that will install a driver to restore multi-monitor display and resolution control capabilities.  Go to Start -> Settings -> Update & security, then Check for updates and install the update to resolve your issue.  You can also go to the Microsoft Update Catalog website to install the update.

(With the release of Windows Update KB4057291, it should no longer be necessary to manually delete the improper driver, as was originally recommended below.)

*****

Follow these steps for all versions of Windows 10 to manually delete the 22.19.128.0 driver from the system and recover the recommended driver version (8.970.100.9001):

  1. Start Device Manager. To do this, press and hold (or right-click) the Start Menu icon, and then select Device Manager.
  2. Expand Display adapters, right-click the adapter that has the problem driver installed, and then select Properties.
  3. Select the Driver tab and verify driver version is 22.19.128.0.
  4. Select Uninstall Device.
  5. Check the box that says, "Delete the driver software for this device.” This step is important and will prevent the problematic driver from reinstalling in the future.
  6. The system may require a reboot at this point. Reboot if needed, then reopen Device Manager.
  7. Select any device, then click Action -> Scan for hardware changes.
  8. Recheck the driver version.  If it still reports 22.19.128.0, repeat steps 4 to 7 until the recommended driver (8.970.100.9001) is re-installed.  If this resolves your graphics problems, you can stop here.  If a different driver version is installed, follow the next step to check for the driver using Windows Update.
  9. Go to Start -> Settings -> Update & security, then Check for updates and install any available updates.

If you have further questions, feel free to reply to this thread.

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  2. Anonymous
    2017-12-28T00:57:35+00:00

    Pulling the old driver from Windows.old seems to have resolved the issue. Been on all day and no bluescreens. Thanks!

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  3. Anonymous
    2017-12-27T19:41:19+00:00

    how would you updat your Microsoft account

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  4. Anonymous
    2017-12-27T11:26:16+00:00

    Hi Henry,

    1. according to AMD

        ( http://support.amd.com/en-us/kb-articles/Pages/Win10-Driver-Support.aspx )

       AMD RADEON R7 350 series graphic card should be supported by AMD under Windows 10

    1. you write that before the bug, you had a 1920 x 1080 resolution: it means you have a 16:9 screen.
    2. you write resolution available dropped to 1600 x 1200: this resolution corresponds to a 4:3 screen!
    3. perhaps, AMD support did not realize that you are using an R7 series graphic card, and not a 2000,

        3000, or 4000 series card...

    1. the  KB4057291 update is supposed to solve the problem for 2000, 3000, and 4000 series, not for

        your R7 series (see 

        https://support.microsoft.com/en-us/help/4057291/multi-monitor-display-and-display-resolution-not-working-for-amd ),

    1. ...
    2. you write: "I therefore had to install the lastest AMD RADEON driver for my card, namely driver 17.12.2. *Following this, I couldn't get back the original high resolution of 1920 x 1080 but, at least, I could get back the 1600 x 1200 resolutions.":*again, 1600 x 1200 is a resolution for a 4:3 screen, the result can not be good with a 19:9 screen!

    --> seems:

    1. Microsoft has corrupted the driver of Radeon 2000, 3000, 4000 series, but also other series, and

        that KB4057291 has solved the pb fore 2000, 3000, 4000 series, but not for other series,

    1. AMD is currently providing for your R7 350 series graphic card an incorrect driver...

    --> perhaps should you contact again:

           - AMD support

           - and/or Microsoft support ( https://support.microsoft.com/en-us/contactus/windows/browser/ ).

    Good luck!

    PS: perhaps do you have on your C disk the folder:

       C:*Windows.old*\WINDOWS\System32\DriverStore\FileRepository\

    This is in this folder that, before KB4057291, I found my "old good" driver. In my case (ATI Radeon 4500series), the folder was named

    C:\Windows.old\WINDOWS\System32\DriverStore\FileRepository\c7179335.inf_amd64_14671056f7af5d3b  .

    Using Device Manager, I reinstalled this driver, and it solved my problem...

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