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4k@60Hz over thunderbolt 3 "exceeds the maximum bandwidth capacity".

MZolt
Beginner
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I have a Razer Blade Stealth (Intel® Core™ i7-7500U) with a built-in resolution of 3840x2160. I am plugging in an Acer xr382cqk (38" Ultra Wide with a native resolution of 3840x1600@60Hz). However, my computer will only let me set the refresh rate to 30Hz when the resolution is 3840x2160. I have updated my drivers to the latest version with no success. When I try to add a custom resolution for 3840x1600@60Hz in the Intel HD Graphics Control Panel I get an error message "The custom resolution exceeds the maximum bandwidth capacity."

I know that Thunderbolt 3 supports way more than this resolution and I know the monitor supports that resolution natively so the error is clearly indicative of some other problem.

Note: I can plug my Razer Blade Stealth into a Razer Core via TB3 and then plug the Razer Core into the Acer 38" monitor via DisplayPort and everything works fine.

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idata
Employee
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Hello Micah71381,

 

 

I understand you are trying to use a screen resolution of 3840x1600@60Hz on your Acer xr382cqk Ultrawide monitor via Thunderbolt* port.

 

 

Let me apologize for any inconvenience this issue may be causing to you.

 

 

In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .xml file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

 

To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.

 

 

Regards,

 

Fred
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MZolt
Beginner
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I have attached the System Support Utility output. Note that the app you linked only had an option to save to TXT. I was unable to find any option to save as XML.

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idata
Employee
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Hello Micah71381,

 

 

Thanks for the information you sent to me.

 

 

In case you are using the monitor in Clone mode please try either Extended Desktop or Single Display with the external monitor, and then check if you are able to reach the native resolution of the Acer* monitor.

 

 

One thing I found on the manual of the monitor is that Acer* suggested setting USB 3.0 function OFF so the Displayport* port can have more bandwidth. You can find additional details on monitor's manual that is on this link page 28 https://global-download.acer.com/GDFiles/Document/User%20Manual/User%20Manual_Acer_1.0_A_A.zip?acerid=636265467847515116 https://global-download.acer.com/GDFiles/Document/User%20Manual/User%20Manual_Acer_1.0_A_A.zip?acerid=636265467847515116

 

 

Let me know if issue persists or not.

 

 

Thanks
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MZolt
Beginner
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That did the trick. Disabling USB 3.0 gives me 75Hz refresh rate instead of 30Hz. I guess the port I thought was Thunderbolt was really just USB-C/USB-3 and it can't handle full USB-3 plus 4k@60Hz.

Some impressime technical support from Intel here, figuring out the solution to my problem even though it ended up being an issue with a third party monitor. Kudos to you and Intel!

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idata
Employee
792 Views

Hello Micah71381,

 

 

I am glad to hear the issue has been fixed. Do not hesitate to contact us again if you have any other inquiry.

 

 

Regards,

 

Fred
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