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aasho
Novice
8,238 Views

4k resolution issue intel hd 630 graphics

I'am using intel i7-7700k processor with intel hd 630 graphics.My motherboard is gigabyte gaming 9 having display port 1.2.I'am using an LG 4k monitor 31MU97-B which supports a resolution of 4096*2160@60p via display port 1.2.When i connect my monitor to display port when booting starts bios logo will come and once the display driver starts loading there is no display output.There is an option in my monitor to disable the display port 1.2 mode.When i disable the display port 1.2 mode i'am getting display output at 3840*2160@30 frames per second(display port 1.1 mode).I'am also having a hdmi 1.4 input in my monitor through which i'am able to get 4096*2160@24 frames per second via motherboard hdmi output.

For testing the monitor i installed an nvidia geforce GTX 670 graphics card and i'am getting 4096*2160@60 frames per second via display port 1.2 output.I'am using the latest intel graphics driver.I also contacted intel support but only got the reply to contact LG.On contacting LG i got a reply that since it is working with graphics card it is not an issue with the monitor.I'am using a minidisplay port to display port cable supplied along with the monitor.

This issue is pending for more than 4 months.Kindly help

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33 Replies
idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

I understand you are trying to get 4096x2160@60p through Displayport* on your Gigabyte* Gaming 9 motherboard.

 

 

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 .txt 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 D.
aasho
Novice
1,247 Views

I have attached the system log as per your request for further analysis at your end.Expecting an immediate resolution to the issue.

idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

Thanks for the information you sent to me.

 

 

I would like you to try reinstalling some of the computer drivers.

 

 

Install the 31MU97 Win10 monitor driver that is on this link http://www.lg.com/us/support-product/lg-31MU97-B http://www.lg.com/us/support-product/lg-31MU97-B

 

 

I would like you to try different version of the graphics driver. Please download the graphics driver version that is on this link https://downloadmirror.intel.com/26772/eng/win64_154518.4664.exe https://downloadmirror.intel.com/26772/eng/win64_154518.4664.exe

 

 

As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver I provided.

 

 

If issue persists access the monitor settings and reset them to default.

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
aasho
Novice
1,247 Views

Hello,

I have done everything as you mentioned.Here are my observations.

1.I unistalled both the display driver and monitor driver and restarted the computer.With the microsoft default display driver i'am getting a resolution of 3840*2160@64p with display port 1.2 mode enabled.Then i installed the LG driver and after that i installed the intel graphics driver.Once the intel graphics driver is installed the display goes blank with the message "no display".

2.I resetted the monitor settings to default but nothing happens and the problem still persists.

I feel that the intel driver has an issue detecting 4k 60hz tiled format using MST with this particular monitor.Which the nvidia driver did perfectly while installing nvidia GTX 670 intel driver in struggling.Expecting an immediate resolution of the issue from your end.

With Best Regards,

Amal Ashok

idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

I am sorry to hear issue persists after performing the troubleshooting steps I suggested.

 

 

I would like you to try the graphics driver that has been designed for your specific motherboard model. Please download it from this link http://download.gigabyte.us/FileList/Driver/mb_driver_vga_intel_64_200series.zip http://download.gigabyte.us/FileList/Driver/mb_driver_vga_intel_64_200series.zip

 

 

As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver I provided.

 

 

If issue persists I would like you to try creating a custom resolution. In order for you to create a custom resolution open Intel® Graphics Control Panel -> Display -> Custom Resolutions, enter just the Basic information (Width = 4096, Height = 2160 and Refresh Rate = 60), and then click Add button.

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
aasho
Novice
1,247 Views

Hello,

Nothing works.This driver also yielded the same results as the drivers from intel website.Once i install the drivers in display port 1.2 mode the display goes blank.The resolution of 4096*2160@60p works only in display port 1.2 mode.I'am getting no display in display port 1.2 mode.In hdmi 1.4 and display port 1.1 mode i'am unable to create this custom bandwith as it exceeds the available bandwidth in that mode.

I feel that there is a bug in your intel driver.Kindly give some constructive solutions.Have you tested with this monitor at your end.Expecting an immediate resolution of the issue from your end.

With best Regards,

Amal Ashok

idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

I will do further research about the issue you are currently having. In the meantime please fill out the form that is on the following link and paste it on this forum thread /thread/77761 https://communities.intel.com/thread/77761

 

 

Regards,

 

Fred D.
aasho
Novice
1,247 Views

ategory

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

4K display issue with intel hd630 graphics via display port 1.2.While connecting display port 1.2 with PC Bios logo loading will starts and once diplay driver starts loading there is no display

Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")<p> 

Always (100%):X

Often (51-99%):

Sporadic (20-50%):

Very Sporadic (<20%):

Hardware (HW)

Brand and Model of the system.

Gigabyte gaming 9 motherboard with intel hd 630 graphics and LG 31MU 97-B monitor

Hybrid or switchable graphics system?

 

ie Does it have AMD or NV graphics too?

Intel i7-7700K processor with intel hd graphics 630

Make and model of any Displays that are used to see the issue <strong style="font-style: inherit; font-size: 13.3333px; font-family: intel-clear, aria...

idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

Thanks for the additional information you sent to me.

 

 

I am still doing some research about the issue you are currently having with 4k resolution. I will update this thread as soon as I have any information available.

 

 

Regards,

 

Fred D.
aasho
Novice
1,247 Views

Hello,

Any update on your ongoing research.Have you identified any issue.

With best regards,

Amal Ashok

idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

We have been able to successfully test our drivers with several different 4K@60hz displays (Monitors and TVs). This looks to be a compatibility problem with LG 31MU 97-B, for which we suggest he contacts LG* to report. If LG* can reproduce the issue in their lab then they should be able to report it directly to us for investigation. This link will give you their contact information http://www.lg.com/in/support http://www.lg.com/in/support

 

 

Regards,

 

Fred D.
aasho
Novice
1,247 Views

Hello,

Can you share the information of the monitors with which you have conducted the testing.Whether the monitors were connected via display port 1.2.Have you used the Gigabyte gaming 9 motherboard for testing.Is there any tool or method to troubleshoot why the display output is going blank and what is happening internally.I have contacted LG long before but still not received satisfactory reply from them.Is it possible for you to test with this particular LG monitor.

With Best Regards,

Amal Ashok

idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

Let me review the information and then I will reply back to you.

 

 

Regards,

 

Fred D.
idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

We tested an Intel NUC7i3BNH with an LG* 55UH8500 TV.

 

 

We tried a HDMI to HDMI cable, and also an USB-C to HDMI adapter. Both of them were tested at 4096x2160@60Hz screen resolution. We tested our latest graphics driver which is 22.20.16.4729.

 

 

We do not have the exact monitor model you are using. This looks to be a compatibility problem with LG 31MU 97-B.

 

 

At this point what I can recommend is contacting Gigabyte* in order to check if they can reproduce the issue in their lab with the exact same motherboard model. This link will give you their contact information https://www.gigabyte.com/Contact https://www.gigabyte.com/Contact

 

 

Regards,

 

Fred D.
aasho
Novice
1,247 Views

Hello,

The LG* 55UH8500 TV mentioned above supports only a resolution of 3840*2160.Moreover you have only test with intel hd 620 graphics.You have not tested with display port 1.2 in a true 4k(4096*2160@60P) display with intel hd 630 graphics.How can you reproduce my problem.I have contacted Gigabyte and they are not having my exact monitor model to reproduce my issue.I have contacted intel on their advice.I have also contacted LG and till date i have not received any update from them regarding the issue.How to solve this issue.Expecting proactive steps from intel in solving my issue.

idata
Community Manager
1,247 Views

Hello AmalAshok,

 

 

The native resolution of the LG* 55UH8500 TV is 3840x2160, but it can also work at 4096x2160@60Hz screen resolution. I was able to use the LG* 55UH8500 TV at 4096x2160@60Hz screen resolution without any problem.

 

 

The USB-C port that comes on the Intel NUC7i3BNH is a Displayport* 1.2 port. You can confirm that on this document page 24 https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/NUC7i3BN_TechProdSpec.pdf https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/NUC7i3BN_TechProdSpec.pdf

 

 

Intel HD Graphics 620 uses the exact same driver Intel HD Graphics 630 uses. The only difference between the graphics controllers is that Intel HD Graphics 630 is more powerful than Intel HD Graphics 620. When it comes to screen resolutions both graphics controllers should be able to handle the exact same screen resolutions and refresh rates.

 

 

At this point the best option would be waiting until LG* contacts you back with more information.

 

 

Regards,

 

Fred D.
aasho
Novice
1,247 Views

Hello,

I got a reply from LG.They replied that" Intel drivers did not recognize real 4K EDID of LG31MU97-B monitor due to bug in intel graphics driver".They replied that the matter has been taken up with intel.Can i know when this issue will be fixed.

In the test conducted by you the LG TV may accept 4k input but it may be scaled internally to UHD resolution of 3840*2160 since the display is only UHD.

RonaldM_Intel
Moderator
1,247 Views

Hello AmalAshok,

Thank you very much for taking the time to report this directly to LG*.

I see that LG already filed an internal bug ID (1405539394), which means that LG and Intel are working together on this one.

Although we cannot promise any particular outcome at this moment, as soon as we have more information we'll share it here.

Kindest Regards,

Ronald M.

HSajj
Beginner
1,247 Views

Hi there

i have the exact same issue , i'm using i5-7500 with Asus Z270-A PRIME and the problem is exactly as told , i have figured that DP port works fine in 3840x2160 @60hz with Microsoft Basic Display Adapter but as soon as the HD 630 Graphics drivers are installed DP goes black and only HDMI works in 4096x2160@24Hz , so still not an update?

aasho
Novice
516 Views

Hello,

Any information on when this issue will be fixed.I have got a reply from Gigabyte also that they have replicated the issue with various Gigabyte motherboards and have reported this to intel since a driver fix is required to solve the issue

Reply