1440p monitor only display 720p

[Ronny6946]

I gave my 1440p monitor Asrock PG27Q15R2A to my sister and only show 1280x720 resolution at Windows Display Settings on her pc, 100% scaling.
 
I do get 1440p on Safe Mode. I´ve used DDU  to uninstall the UHD 630 drivers and after restart, continue to get the 1440p resolution using Microsoft generic drivers until Windows automatically update those drivers to Intel and the resolution drop again to 1280x720p. 
 
Her pc specs are: i5-8500T, using intergrated graphics UHD 630, 4GB of Ram, connected to HDMI port, Windows 11
 
What I have tried: Tried Intel newest drivers and some of the old ones using DDU between each try, Updated Windows, tried another HDMI cable

[VonM_Intel]

Hi Ronny6946,

Thank you for posting in our Community and providing a detailed overview of the issue. Since you mentioned that 1440p works in Safe Mode and with the Microsoft Basic Display Adapter, it does point toward a potential driver limitation or configuration issue under normal boot with the Intel driver. To help us investigate further and narrow down the root cause, may I kindly ask for the following additional details:

• Could you confirm the exact version of the Intel Graphics Driver currently installed when the issue occurs?
• In Windows Display Settings, does the monitor model name appear correctly, or is it listed as "Generic PnP Monitor"?
• Can you confirm whether the HDMI cable being used is rated for at least HDMI 1.4 or 2.0? Some lower-spec cables might limit supported resolutions.
• Is the monitor connected directly to the motherboard’s HDMI port, or is it routed through an adapter or docking station?
• Could you confirm if the refresh rate in display settings is set to 60Hz or another supported value when using Intel drivers?

I'd like to delve deeper and verify specifics like the graphics models, precise driver versions, and any system errors. Utilizing the Intel SSU tool will enable me to collect detailed information about your system setup, which could aid in identifying the underlying cause of this issue

Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[Ronny6946]

Here is the SSU scan information requested. 

[Ronny6946]

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Could you confirm the exact version of the Intel Graphics Driver currently installed when the issue occurs?

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I have the version 31.0.101.2121 installed right now. I have tried the latest versions 31.0.101.2135 and 31.0.101.2115 too. DDU graphics between each tries

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In Windows Display Settings, does the monitor model name appear correctly, or is it listed as "Generic PnP Monitor"?

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I have tried both: First try was with Windows generic drivers and later on installed the monitor drivers from Asrock website, only monitor name changed 

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Can you confirm whether the HDMI cable being used is rated for at least HDMI 1.4 or 2.0? Some lower-spec cables might limit supported resolutions.

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It is rated HDMI 1.4. I have tested that cable in my own 1440p pc and worked well

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Is the monitor connected directly to the motherboard’s HDMI port, or is it routed through an adapter or docking station?

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It is connected directly to the motherboards HDMI port. The motherboard is an Asrock H370M-HDV

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Could you confirm if the refresh rate in display settings is set to 60Hz or another supported value when using Intel drivers?

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Refresh rate is 59.94Hz so I guess it is running at 60Hz

[VonM_Intel]

Hello Ronny6946,

Thank you for promptly providing the SSU scan and detailed responses to each of the questions. Based on the information you've shared, I can see that you've already tested multiple driver versions (including 31.0.101.2121, 2135, and 2115) and properly used DDU between installations, which is excellent for isolating potential driver-related issues. 

When using the Intel® UHD Graphics 630, the maximum resolution it can support is 4096 x 2304 @ 60 Hz via a DisplayPort connection. If you are experiencing a resolution of 1280x720 on a 1440p monitor, it may be due to incorrect settings or limitations in the configuration. For reference, go to Intel® Core™ i5-8500T Processor. Once you visit the link,  scroll down to the Processor Graphics section, where you will see the maximum supported resolution of the CPU. Ensure that the correct display settings are applied and that the monitor is properly connected (try to use a DisplayPort cable) to utilize its full resolution capabilities.

Best regards,

Von M.

Intel Customer Support Technician

[Ronny6946]

Thanks for you reply

Yes, took me hours updating Windows 10 to Windows 11, testing differents versions of drivers, etc

I do have some DP cables but unfortunately, the motherboard Asrock H370M-HDV is one of the cheapest one on sale and only come with one 1.4 HDMI Port and one VGA port, no DP port.

On the other hand, I brought my personal 2560x1440 AOC Q27G4ZMN and tested it on my sister computer and got 2560x1440@60Hz

Took some screenshots of the resolutions and refresh rates available in Windows Display Setting and got another SSU Scan Information

[VonM_Intel]

Hello Ronny6946,

Thank you for the follow-up and for taking the time to perform all those tests. I really appreciate your effort and thoroughness. It sounds like you’ve gone above and beyond: updating from Windows 10 to 11, testing various driver versions, and even trying a different system to confirm your monitor’s native resolution and refresh rate. Great job isolating the variables.

In the meantime, I’ll need to conduct additional research on this issue and will post an update in this thread once I have more information about this matter.

Best regards,

Von M.

Intel Customer Support Technician

[Ronny6946]

It is the same system that display only 1280x720@59.94Hz  on the monitor Asrock PG27Q5R2A.

I brought the AOC Q27G4ZMN monitor to test the system limitations. Seen the AOC display 2560x1440@59.94Hz correctly, Does it rules out hardware limitations (HDMI cables, HDMI port, UHD 630)? 

Thank you for your time and patience

[VonM_Intel]

Hello Ronny6946,

Thank you for your continued cooperation and for the helpful information shared so far. Upon reviewing the details, it appears that the issue may be isolated to the Asrock PG27Q15R2A monitor, especially since your system was able to detect the correct screen resolution when using a different monitor (AOC Q27G4ZMN). To further isolate and address the issue, I kindly ask you to try the following steps:

• Reset the monitor to factory defaults by following the instructions provided on page 28 of the monitor’s manual.
• Update the monitor firmware by downloading the driver from this link: https://pg.asrock.com/Monitors/PG27Q15R2A/index.asp#Firmware. For instructions on updating the driver, click "Driver Guide," and to download the driver, click "Global".
• I would like to confirm whether the issue occurs on both HDMI 1 and HDMI 2 ports of the monitor.
• Confirm if the issue has been present since the monitor was first given to your sister, as this could help us determine if it’s a long-standing or recent development.

Best regards,

Von M.

Intel Customer Support Technician

[Ronny6946]

Hello, appreciate your help.

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• Reset the monitor to factory defaults by following the instructions provided on page 28 of the monitor’s manual.
• Update the monitor firmware by downloading the driver from this link: https://pg.asrock.com/Monitors/PG27Q15R2A/index.asp#Firmware. For instructions on updating the driver, click "Driver Guide," and to download the driver, click "Global".

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Done that a couple of times, did not fix the issue

• I would like to confirm whether the issue occurs on both HDMI 1 and HDMI 2 ports of the monitor.

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Yes, the issue occurs on both HDMI ports of the monitor

• Confirm if the issue has been present since the monitor was first given to your sister, as this could help us determine if it’s a long-standing or recent development.

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Yes, it is been occurring since the first time I connected the monitor to her computer. Since then, 1440p resolution is only displayed when in Safe Mode or with Microsoft generic display drivers.

[VonM_Intel]

Hello Ronny6946,

Thank you for confirming the steps you have taken and providing the additional details. I understand that you have already reset the monitor to factory defaults, updated the firmware multiple times, and confirmed that the issue persists on both HDMI 1 and HDMI 2 ports. Noting that the problem has been present since the monitor was first connected, and that 1440p resolution only works in Safe Mode or with the Microsoft generic display driver, this suggests the issue may not be solely driver-related and could require further investigation into hardware compatibility or functionality.

In the meantime, I will need to do further research on this matter and post the response on this thread once available.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello Ronny6946,

Thank you for confirming the steps you have taken and providing the additional details. I understand that you have already reset the monitor to factory defaults, updated the firmware multiple times, and confirmed that the issue persists on both HDMI 1 and HDMI 2 ports. Noting that the problem has been present since the monitor was first connected, and that 1440p resolution only works in Safe Mode or with the Microsoft generic display driver, this suggests the issue may not be solely driver-related and could require further investigation into hardware compatibility or functionality.

Since the issue persists after completing the steps above, we would like to proceed with a more in-depth technical review by analyzing the monitor’s EDID. To do this, please generate an Intel® Graphics Command Center (IGCC) report that includes the EDID information by following these steps:

• If IGCC is not yet installed on your Windows system, download and install Intel® Graphics Command Center from the Microsoft Store.
• Once installed, launch the IGCC application.
• In the left-hand menu, click Support, then at the top select System Diagnostic.
• On the right, click Generate Report. You will be prompted to save it as a .txt file.
• Save the report and share it with us so we can proceed with the analysis.

Best regards,

Von M.

Intel Customer Support Technician

[Ronny6946]

Hello,

Here is the System Diagnostic Report requested

Thank you for your continued assistance. Really appreciate your help.

[VonM_Intel]

Hello Ronny6946,

Thank you for providing the System Diagnostic Report. I have reviewed the EDID report logs you shared, and in the meantime, I will be conducting a more in-depth investigation to better understand the issue.

I appreciate your patience and cooperation as I work on this, and I will update you as soon as I have further findings.

Best regards,

Von M.

Intel Customer Support Technician

[Ronny6946]

Hello

Last Monday I filed a technical support request to Asrock thinking maybe the issue is related to their monitor firmware and received an email stating their technical support personnel would contact me soon. I have not heard from them again.

I appreciate your help and really hope you find the fix for this issue.

[VonM_Intel]

Hello Ronny6946,

Thank you for your continued cooperation.

To help us investigate further, please provide an EDID report from your known working setup with the Q27G4ZMN monitor using the same cable. This will allow us to compare it with the previous EDID report you provided and determine if the second system is correctly receiving the monitor EDID through the same cable.

To generate an IGCC report for EDID analysis, please follow the steps below:

1) If IGCC is not yet install on the Windows system, download and install the "Intel® Graphics Command Center" from the Microsoft Store.
2) Once installed, launch the Intel® Graphics Command Center (IGCC) software.
3) On the left side of the app, click on "Support" and then on top click "System Diagnostic"
4) To the right, click on "Generate Report" and you will be prompted to save it as a txt file.
5) Save the report which can be used for analysis.

We would also like to inform you that the 8th-generation Intel® processor graphics are now under a legacy software support model. This means Intel only provides updates for critical fixes and security vulnerabilities for this platform. Given this, it may be beneficial to share all your testing results with ASRock for additional support.

For more details, please refer to our article: Graphics Driver Support Update for 10th Generation and Older Intel Processor Graphics.

Best regards,

Von M.

Intel Customer Support Technician

[Ronny6946]

Hello,

Here it is the IGCC report of the system connected to the AOC Q27G4ZMN monitor connected with the same HDMI cable as requested.

I have already requested technical support to Asrock 8 days ago since the monitor is only like a year old. All I got was an automated mail stating their technical support personnel would contact me soon but never did. I wish they were willing to help me as you are.

[VonM_Intel]

Hello Ronny6946,

Thank you for sharing the IGCC report and the additional context regarding your AOC Q27G4ZMN monitor. I appreciate the time you took to provide this information. I understand your frustration regarding the lack of follow-up from Asrock’s technical support, and I’m glad to be of assistance on our side. I will now conduct further research into this matter to ensure we address it as thoroughly as possible.

Once I have gathered more information, I will post an update in this thread so we can move forward with the next steps.

Thank you for your patience and cooperation.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello Ronny6946,

Thank you for your patience while we investigated the issue. Our analysis indicates that the EDID is reporting correctly, and the supported modes and resolution are being communicated properly between the cable and monitor. Based on our findings, the issue appears to be specific to your configuration with the ASRock PG27Q15R2A. Since the system detects other monitors correctly, we recommend reaching out to ASRock technical support for further assistance. You can provide them with the details of our findings to help expedite their support. We appreciate your understanding, and please don’t hesitate to contact us if you have any additional questions.

In the meantime, I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Von M.

Intel Customer Support Technician