4K not appearing as an option in Display Settings / Windows 10 / Intel UHD 630

[SteveAB]

Hi, and thanks in advance for any help I get.

I'm using a Dell Precision 3630 Desktop, Windows 10.

I bought a new 4k monitor and want to set the Display for 3840x2160, however the Display Settings is not showing that as an option in the menu - it maxes at 1920x1080.

My graphics card is Intel UHD 630.  When I open the Intel Graphics Command Center app, it tells me that my Display is 4k compatible, and in the Supported Modes column, it shows 3840x2160.

However, when I go to Display Settings on my computer, then go to Advanced Display Settings (where it shows my Intel graphics card), then click on Display adapter properties for Display 1, then click on List All Modes, it maxes out at 1920 by 1080, not showing the 3840x2160.

I have the latest driver for the graphics card.

(There is also an Nvidia graphics card on my computer, but it is not the primary card.)

As for the computer-monitor connection, my computer only has DisplayPort and my monitor only has HDMI, so I'm using a DisplayPort-HDMI adapter.

So in short, the Intel app says that my graphics card supports 4k, my monitor supports 4k, but the Display Settings on my computer does not display that as an option.

Any help would be greatly appreciated.  And Merry Christmas!

[Alberto_R_Intel]

SteveAB, Thank you for posting in the Intel® Communities Support.

We will be more than glad to assist you with this matter. 

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Is this a new computer?

What is the model of the monitor?

Were you able to ever get 3840x2160 on this specific machine before?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[SteveAB]

Thank you, Alberto.

The computer is maybe 4 or 5 years old.  Dell has confirmed that it is capable of outputting 3840x2160.

The monitor is brand new.  The model is: TCL 70" Class - S470G Series - 4K UHD LED LCD TV

I have never before tried to get 3840x2160 from either the computer or the monitor.

No recent hardware or software changes.

The problem is happening in my home environment (my home office).

The SSU file is attached.

Thank you again.

[Alberto_R_Intel]

SteveAB, You are very welcome. Thank you very much for providing that information and the SSU report.

Yes, and you mentioned, both the monitor and the processor should be able to support 3840x2160. The max resolutions supported by i9-9900 are:

Max Resolution (HDMI)‡4096 x 2304@24Hz

Max Resolution (DP)‡4096 x 2304@60Hz

Max Resolution (eDP - Integrated Flat Panel)‡4096 x 2304@60Hz

https://ark.intel.com/content/www/us/en/ark/products/191789/intel-core-i9-9900-processor-16m-cache-up-to-5-00-ghz.html

For this scenario, it is important to mention, that on a mobile device, such as a laptop, everything is customized by the manufacturer. They can enable/disable BIOS settings as well as features and functions of the computer. 

Based on the information shown in the SSU document, we can confirm that the graphics driver version currently installed on your computer is 30.0.101.1692. Which is provided by Dell and should be the proper driver for your device since it was customized by them to work with your specific platform:

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=53w33&oscode=wt64a&productcode=precision-3630-workstation

Since the problem remains with that driver, please try a clean installation of Intel® graphics driver version 31.0.101.2125 following the instructions in the links below:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Driver:

https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html?wapkw=i9%209900

If the issue persists, then for testing purposes, try a clean installation this time of Intel® graphics driver version 31.0.101.5084:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html?wapkw=arc

We also suggest to get in contact directly with Dell to make sure the latest BIOS version is currently installed on your machine or, if necessary, to gather the instructions on how to update it:

https://www.dell.com/support/home/en-us

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[SteveAB]

Hi, I resolved the problem; my DP to HDMI cable wasn't 4K.  Albert, thanks so much for your help.

[Alberto_R_Intel]

Hi SteveAB, You are very welcome. Thank you very much for your response.

Perfect, it is great to hear that the problem was fixed after replacing the DP to HDMI cable that did not support the 4K resolution.

Thank you also for taking the time to share the solution, we are sure it will be very helpful for all the peers looking at this conversation.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician