Graphics
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3440x1440 resolution stopped working

KarolP1
Beginner
4,672 Views

Today the 3440x1440 resolution on my lg-35WN75C-B.AEU monitor stopped working. It automatically changed to 1920x1080 resolution and I can't change to any other resolution. I tried to install the latest windows software, drivers but nothing helps.

 

KarolP1_0-1694452284837.png

 

KarolP1_0-1694452035066.png


KarolP1_1-1694452077367.png

 

*Two weeks ago everything was working, and today suddenly after the vacation it stopped working.

Is there any chance to fix this somehow?

 

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13 Replies
Jocelyn_Intel
Employee
4,632 Views

Hello, @KarolP1  

 

Thank you for posting on the Intel® communities. I will gladly assist you here. 

 

  1. Is it possible for you to provide these screenshots in English? I am unable to understand the information contained in them. 
  2. What is the laptop model? Please provide the specific model. 
  3. Does this issue happen with another monitor? Or another cable and/or video port? 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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KarolP1
Beginner
4,616 Views

Hi, thanks for your time. I have posted the answers to the questions below.

  1. Is it possible for you to provide these screenshots in English? I am unable to understand the information contained in them

    Screens "Intel Graphics Command Center"

    KarolP1_0-1694545369116.png
    KarolP1_1-1694545424917.png

    *I attach the generated report from the "System Diagnostic" tab

     

    Screens from windows  "Settings -> Display" 
    KarolP1_2-1694545607513.png

    Previously I had all resolutions available for the external monitor and I could set for example 3440x1440.
    Now I have available only those shown in the screengrab

    KarolP1_3-1694545750990.png

     

  2. What is the laptop model? Please provide the specific model. 

    Dell Vostro 3500 i7-1165G7/16GB/512/Win10P
    Monitor connected via hdmi cable  (the same cable that worked before)

  3. Does this issue happen with another monitor? Or another cable and/or video port?
     

    I checked the following points:
    - different cable (same effect- does not work properly)
    - different ports ( same effect)
    - installation of older drivers (same effect)
    - update windows, other drivers

    I connected monitor to another computer (macbook and lenovo) with the same cable and it worked with the correct resolution of 3440x1440


    Maybe it will be relevant. I unplugged the monitor for the vacations. Maybe earlier before the vacation some windows updates installed in the background that messed up the settings?

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Jocelyn_Intel
Employee
4,608 Views

Hello, @KarolP1  

 

Thank you very much for the screenshots and information provided. 

 

In that case, have you tried your System Manufacturer's driver

 

Try a clean installation of your graphics drivers, If it doesn't work with Dell's driver, try this step using the latest Intel graphics driver

 

Note: We recommend checking with your System Manufacturer and using the driver software provided by them to avoid potential installation incompatibilities. Intel supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the graphics driver software or software packaging. 

 

Regarding your last point, some Windows updates could bring some issues, but we don't have certainty that happened as much as we know for now. We will do our best in our end to debug this issue. 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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KarolP1
Beginner
4,578 Views

Thank you for your reply and interesting tips that may be helpful in the future.

I have checked other versions of drivers:
- installation of drivers from the manufacturer's website (newer and older versions)
- installation with cleaning "Display Driver Uninstaller"
- installation of generic intel drivers

... I think I'm already slowly losing hope 😕

 

Similar issue was reported here
https://community.intel.com/t5/Graphics/Can-t-select-2560x1080-resolution-on-second-screen-LG-29WL500-B/td-p/1519427

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Jocelyn_Intel
Employee
4,558 Views

Hello, @KarolP1  

 

Thank you for the information provided. 

 

Just to confirm, did you follow the Clean installation of graphics drivers process? You mentioned you did it with DDU, however, DDU is not part of the instructions given in my previous post.

 

In the case that you followed the correct process, please provide us with an Intel SSU report so we can investigate this issue further: 

 

Intel® System Support Utility for Windows. 

Note: Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file. 

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

 

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KarolP1
Beginner
4,525 Views

Yes, I did a clean install, but I still have this problem.

I have attached the Intel SSU report

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Jocelyn_Intel
Employee
4,485 Views

Hello, @KarolP1  

 

Thank you for your confirmation and the report provided. 

 

We understand that it worked before, however, based on your System Manufacturer's manual, page 9,  the maximum resolution supported by HDMI port is 1920x1080 @60Hz (24 bit). 

 

resolution.jpg

 

We suggest you contact your System Manufacturer for further assistance, as they mention in the manual this is the maximum resolution supported via HDMI.  

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

 

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KarolP1
Beginner
4,461 Views
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Jocelyn_Intel
Employee
4,445 Views

Hello, @KarolP1  

 

Thank you for your reply, I am glad to hear that you found a workaround for this issue. 

 

Please take in mind this might happen again in another update since they have set resolution limitations, so  if it happens again, we recommend contacting your System Manufacturer for further assistance. 

 

Resolution on External Monitor Limited to 1920 x 1080 or 1900 x1200 Using HDMI

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

 

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DarekB3
Beginner
4,414 Views

Hello,
You should see that the topic is not unitary. I personally have a similar problem. The laptop stopped seeing 1440p resolution after the automatic update.
HDMI working, monitors checked. No own interference with hardware.
The glitch appeared after the automatic update of the display driver.
Please do something about it, because the error is in the update not on the hardware side.
Greetings

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DarekB3
Beginner
4,409 Views

It helped me too
Thanks to @KarolP1 

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Jocelyn_Intel
Employee
4,382 Views

Hello, @DarekB3

 

Thank you for posting on the Intel® communities. We understand that this issue might be frustrating for you.  

 

However, as previously explained in my posts and the video shared which has the workaround, Dell has set limitations to their laptop resolutions (1920x1080 @60Hz) and this is beyond our scope and power, this is not a driver issue.  

 

Check the Dell article regarding this issue and this is also specified in the Laptop's manual, page 9: Resolution on External Monitor Limited to 1920 x 1080 or 1900 x1200 Using HDMI  

 

If you have a Dell system and the same issue, our recommendation is to contact your System Manufacturer for further assistance, although I am glad to hear that this workaround worked for you. 


Thank you for your understanding.

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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Jocelyn_Intel
Employee
4,274 Views

Hello, @KarolP1    

 

I hope you are doing great. 

 

As we have not heard back from you, we will proceed to close this thread now properly.  

 

If you need any additional assistance, please feel free to contact us back and submit a new question as this thread will no longer be monitored.  

 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 


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