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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  1. Anonymous
    2017-12-20T18:25:12+00:00

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  2. Anonymous
    2017-12-20T17:39:44+00:00

    I and probably many people would agree with you. That's why I pay nearly a £100 a year for expert back-up!!!!

    I spent many hours speaking with their "chat tecs" and eventually one suggested a web download which I did for one of our two laptops and then I saw the info which I posted at the beginning of this thread.

    The second laptop, I sorted myself with this knowledge.

    Perhaps Microsoft may learn something from this. I appreciate that updates are necessary for security etc (or at least that is what they tell us) but for goodness sake get it right to stop all these sleepless nights.

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  3. Anonymous
    2017-12-20T17:22:11+00:00

    Here's a question for Microsoft - why didn't you put out any information about this before?

    The first post here is November 30. That seems like 3 days or so after we experienced the problem. But I remember searching quite a bit for information on any MS site several times after that, including using Google, and didn't see it. Plus this is MS' community site. Where is the official information on Windows Updates? The best place I found for info on this problem was in an HP support forum thread and a couple AMD graphics forum threads . 

    This has affected 4 people I know. One of them bought a new graphics card, and another bought a new desktop!  If there had been some official information out there, it could have saved a lot of people a headache and some money. Something like, "hey, we know there is a problem for x,y,z... we're working on a fix that will come out in Windows Update" would have been nice.

    And all this after everything worked fine on Windows 10 since it was released 2 years ago. Pay attention to your customers a little!

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  4. Anonymous
    2017-12-20T16:04:17+00:00

    Thanks for that MichaelD. Good to know that Microsoft realise something is wrong despite all the complaints!!

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