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Weird issue causes OneNote ribbon to go mostly blank after waking from sleep/hibernation

Anonymous
2021-11-20T03:09:31+00:00

Hey there. So got a weird one. When my Windows 10 PC resumes from sleep I have to unlock it, after that the screens appear as before but then a few seconds later they all go black for a maybe a second, then they are all redrawn.

Everything redraws back to what it was, except for OneNote. The ribbon on OneNote (for desktop) starts out fine, but after the screens go blank and come back it flickers and the ribbon buttons and items all vanish (except for the Font name and size!).

The only way to get the ribbon back is to restart OneNote. But if I run my mouse over the top of the ribbon then almost all the items are redrawn as the mouse passes over the top. But not all of them.

This doesn't seem, to happen to any other Office apps, just OneNote. I am unsure of the screens going blank briefly is normal after coming out of sleep mode, but it doesn't seem to impact anything else.

Things I have tried that didn't help:

  • Repair and update Office (when the latest update to the 2021 equivalent version happened I thought it was fixed, but the problem returned a day later)
  • Update Windows
  • Repair Windows system files (sfc, etc).
  • Disable any apps/services that could be impacting with display (e.g. I run DisplayFusion Pro)
  • Wait for a bit before unlocking the PC - this just seems to mean the screen blanking happens at the login screen and when I unlock the desktop OneNote is missing the Ribbon buttons.
  • Disable the only OneNote add-in I had running (NoteHIghlightAddIn)
  • EDIT: Disable hardware graphics acceleration

System Details

  • Windows 10 Pro Version 20H2 Installed on 28/‎06/‎2021
  • OS build19042.1348 Experience Windows Feature Experience Pack 120.2212.3920.0
  • Microsoft® OneNote® for Microsoft 365 MSO (Version 2111 Build 16.0.14701.20040) 64-bit
  • Processor Intel(R) Core(TM) i7-10700K CPU @ 3.80GHz 3.79 GHz
  • Installed RAM 32.0 GB
  • System type 64-bit operating system, x64-based processor
  • Video: Nvidia 2070 Super with 3 monitors attached

Any thing else I can try before I blow away Office and then maybe Windows and do a clean install?

Microsoft 365 and Office | OneNote | For business | Windows

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  1. Anonymous
    2021-11-21T00:03:15+00:00

    Thanks for the reply. I see you are right that I have Preview showing as my current channel, which is strange as I don't see anywhere that I have enabled Insider for office and the settings at the Admin level are set to Current channel.

    I can see I had the "Try the new experience" turned on that it prompts for with the announce icon next to the account photo at the top right. I have turned that off and will reboot. But I still cannot see how Insider channel is enabled, I am going to check on this further.

    I would prefer not to uninstall Office due to the hassle that involves with Outlook, etc. But will do if I can't find anything else to try.

    Cheers

    Mark

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  2. Anonymous
    2021-11-20T07:51:43+00:00

    Hello Mark,

    Thanks for writing back to us and updating everything.

    From your updated initial post, it seems you have tried all possible suggestions with no success and from the version of the OneNote app shared, it seems you are using the Insider version of Office apps and in this situation, can I know whether you are willing to complete uninstall and re-install the Office apps and check the result? If yes, use the uninstall tool (Option 2:Uninstall Office from a PC (microsoft.com))

    Note: Please make sure you sync all content of your Notebooks to the cloud before uninstalling.

    If not, in order to find out the cause of the problem, I request you contact the related Microsoft team via creating the support ticket from the Office 365 admin center where they will collect the logs and help you to find out of root cause of the problem (Note: Since you have tried most of the suggestions, the next troubleshooting will be collecting the logs and investigating further)

    Appreciate your understanding and stay safe!!

    Best Regards,

    Chitrahaas

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  3. Anonymous
    2021-11-20T07:31:29+00:00

    You said:

    can you confirm about "but then a few seconds later they all go black for a maybe a second, then they are all redrawn°, is this problem with your Windows or any feature in the Windows settings?

    I don't think there is a problem but I don't remember if this is normal or not. OneNote seems to be the only app that glitches when this happens. It could be another service or driver that is causing a problem here. I also have Microsoft Mixed Reality on this PC so it's possible something with that is misbehaving or conflicting. But My HP Reverb G2 headset works just fine. It really is only OneNote that seems to be acting up.

    I am not going to screenshot my Account page as it contains private information... I have included the details in the post, what else would you like/need that I didn't provide in the post and I can capture that and provide it?

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  4. Anonymous
    2021-11-20T07:25:04+00:00

    Oh I yeah I forgot to add that to the list of things I tried... that was one of the first things I did. Thanks, will update the post.

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  5. Anonymous
    2021-11-20T07:09:15+00:00

    Hello Mark,

    Per the description shared, I understand the concern at your end and I would like to suggest you check whether the option Disable hardware graphics acceleration is enabled in the OneNote Advanced options. Open the OneNote app> File> Options> Advanced> Enable the option Disable hardware graphics acceleration is enabled> OK> Re-open your OneNote app> Check the result.

    If the option is already enabled, can you confirm about "but then a few seconds later they all go black for a maybe a second, then they are all redrawn°, is this problem with your Windows or any feature in the Windows settings?

    At last, can you share the screenshot of your OneNote Account page that includes both Product Information and Version? Open the OneNote app> File> Account.

    Best Regards,

    Chitrahaas

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