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Arc 750 1920x1200 Missing In Both 4644 & 4669

JUGGStheOG
Novice
9,180 Views

AMD 5600X

B550 Taichi

Intel Arc 750

 

DP connected HP LP2475w (1920x1200) monitor. Main monitor.

HDMI connected AVR & TV (1920x1080).

 

On both driver versions 4644 & 4669 my main PC monitor is set to 1920x1080 instead of 1920x1200. The correct 1920x1200 resolution isn't even an option.

 

Downgrading back to 4577 resolves the issue.

 

Please advise.

 

 

1 Solution
Arturo_Intel
Moderator
7,699 Views
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31 Replies
asakura_ran
Novice
6,782 Views

I have the same problem

I5-13490F \ ARC a750 \ b660 \ HDMI SONY TV

Also both 4644 & 4669 version have same issues

Also Downgrading back to 4577 resolves the issue

somebody help us😭😭😭😭😭

JUGGStheOG
Novice
6,773 Views

Hi asakura_ran - nice to know I am not the only one.

 

Hopefully Intel has a fix for us in short order.

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Hugo_Intel
Employee
6,711 Views

Hello JUGGStheOG, @asakura_ran


Thank you for posting on the Intel Communities. I understand the native resolution of your monitor is missing from the Windows display settings and only allows 1920x1080 instead of 1920x1200.


As a first approach, I would recommend uninstalling the current driver using Display Driver Uninstaller, and while in safe mode let's update to the latest 31.0.101.4644 or 4669.


In case the issue still happens we would like to get the report from the Intel Graphics Command Center (Intel GCC) so we can take a look at the EDID information being provided by the display as well, can you please let us know if you are using any type of video adapter, sometimes they can cause interference.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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BM17
Beginner
6,703 Views

Hi,

I am having a similar issue when using DP cable the monitor resolution is stuck at 1920x1080 on a 2560x1440 monitor.

(note : when using HDMI cable I get the full resolution 2560x1440)

It's only happening with latest 4644 & 4669 Drivers, no problem with older 4577 Driver.

 

Intel Arc A770 LE

AMD 5900X

Asus TUF Gaming B550-Plus

Monitor : BenQ BL2420PT 2k

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Michael0724
Beginner
6,686 Views

Hi, 

I have a similar problem.  On a clean install (or after using DDU) of Windows 11 with nothing but the Microsoft Basic Display driver installed, threw the Display Port, Windows identifies my BenQ GW2765 display by that name and uses/allows its native resolution of 2560x1440.  However, after installing the 4669 driver on my Intel Arc A750, the BenQ GW2765 is only recognized threw the Display Port by Windows as a "Wired Display" and cannot use a resolution above 1920x1080.   If I plug the BenQ GW2765 into the A750's HDMI port it is again fully recognized by Windows as a BenQ GW2765 and can display at 2560x1440.

I never had this kind of issue with my previous GPU, an AMD RX 580.  The issue goes away if I boot into Safe Mode in Windows 11, or fully uninstall the 4669 driver.   The issue also does not occur in the most recent versions of Linux (e.g. Manjaro 22.1.3).  

Unfortunately, using the HDMI port as a solution is not an option because I'm already using that port with another device that does not have Display Port.         

I also have a LG 32UK550-B connected to the Intel Arc A750 and it works fine, showing it's full 4K resolution after I install the 4669 drivers.

 

Hardware and OS:

OS: Windows 11 (with all updates)

GPU: Intel Arc A750 LE

CPU: AMD 7950X

Motherboard: MSI MEG X670E ACE (with latest bios)

Monitors: BenQ GW2765 and LG 32UK550-B 

 

Michael

 

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Hugo_Intel
Employee
6,660 Views

Hello everyone, @JUGGStheOG


I see many of you are experiencing the exact same issue and based on your feedback everything would point out to a potential driver problem, however, we need the log file from the Intel Graphics Command Center (Intel GCC requested in our previous post which contains EDID information of the monitor and firmware information of the GPU that will help and determine the cause of the issue.

In addition, please let us know if your GPU is a "Limited Edition" version or a version from a third party.


As an extra step, I would like to recommend power cycling the monitor after the driver update. Just disconnect it from the power, wait for a round 1 minute, and then plug it back in and check if the same issue happens.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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BM17
Beginner
6,652 Views

Hi @Hugo_Intel 

Here is the log file and some screenshots attached bellow hope they help.

I tried power cycling the monitor after clean Driver install (with DDU) but it didn't fix the issue. It seems like the monitor is not being detected properly when using DP cable, but it's properly detected when using HDMI cable (example screenshots below).

 

My GPU is the A770 "Limited Edition" version with 16gb.

Monitor is : "BenQ BL2420PT" a 2560x1440 60hz monitor.

 

 

Thanks.

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Michael0724
Beginner
6,636 Views

Hello @Hugo_Intel

Please find attached the log file you requested.  I've also attached images of how the Windows 11 Display panel sees my BenQ GW2765 before (when I have a clean install of Windows with only the Microsoft Basic Display driver running) and after I've installed the latest Intel graphics driver.  The BenQ is reported as "* Digital Display 2 *" in the attached log file.

As mentioned in my previous post I have the LE edition of the A750. 

I've tried power-cycling the monitor and many many other things including swapping Display Port cables, reinstalling Windows, using different ports on the card, but nothing helped except either using HDMI or removing the Intel driver.

Thank you for looking into this.

Michael0724

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Hugo_Intel
Employee
6,603 Views

Hello everyone,


Thank you for the information it will help us to do research on this issue.


@JUGGStheOG, Could you please help us by sharing the same information as BM17 and Michael0724 with us?


Best Regards,


Hugo O.

Intel Customer Support Technician.


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JUGGStheOG
Novice
6,565 Views

Hello all @Hugo_Intel - sorry for the delay. Been a crazy week at work.

 

Used DDU in safe mode as directed. Used DDU and safe mode for all three driver version. Please see the three attached diagnostic reports from Intel GCC.

 

Also included is an image of what the system reports the monitor to be when running on the affected 4644 & 4669 driver versions.

 

Edit: No adapters used. DP directly to monitor. HDMI directly to AVR.

asakura_ran
Novice
6,531 Views

You guys are amazing,I can't even find any GCC something . maybe cause I am a Chinese user ,using some unique software.

So I can only provide these images from the software I am using.

I don't know why the interface is displays DP, I'm sure I'm using HDMI.

BaiduShurufa_2023-9-3_20-25-22.pngBaiduShurufa_2023-9-3_20-25-56.pngBaiduShurufa_2023-9-3_20-26-14.pngBaiduShurufa_2023-9-3_20-27-5.pngBaiduShurufa_2023-9-3_20-27-17.pngBaiduShurufa_2023-9-3_20-27-25.png

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Hugo_Intel
Employee
6,493 Views

Hello @asakura_ran

 

You can follow these instructions to download the Intel® Graphics Command Center and generate the report. Once created just attach it to your response.

 

Best Regards,

 

Hugo O.

Intel Customer Support Technician.

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Hugo_Intel
Employee
6,495 Views

Hello everyone, @JUGGStheOG


We really appreciate all the information provided so far. We will need to investigate this issue with all the information we have gathered, however, just to be safe we want to let you know there has been a new driver update version 31.0.101.4672, we would appreciate it if you could first test this new version and if possible do the usual DDU installation. If the issue persists, share your feedback with us.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Michael0724
Beginner
6,480 Views

Hello @Hugo_Intel :

I installed version 31.0.101.4672, after uninstalling everything in Safe Mode using DDU, and it didn't help.  Please find attached my updated Intel GCC log.   

BTW, one thing I noticed a few days ago is that my BenQ monitor (the one with the problem) has a single native refresh rate of 59.95 Hz (at its native res of 2560x1440) before I install the Intel drivers, while my non-problematic LG 4K monitor has multiple refresh rates with the top one being 60.0 Hz.  Hope that unusual refresh rate on the BenQ is not somehow messing up the Intel driver.

Michael

 

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BM17
Beginner
6,469 Views

Hi @Hugo_Intel 

I have installed the latest Driver 4672 (clean DDU install) and the issue still persist. attached GCC below.

I have also seen similar reports on the Intel Arc Discord group and Github IGCIT, example :
https://github.com/IGCIT/Intel-GPU-Community-Issue-Tracker-IGCIT/issues/433

Looks like it's not just BenQ monitors are effected by this.


Thank you.

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Hugo_Intel
Employee
6,436 Views

Hello everyone, @JUGGStheOG


Once again we appreciate the valuable information you are sharing. Since the issue is still happening after updating to the latest driver 4672, we will continue investigating this problem with our team. We will post back once we have an update for this issue or in case we need more information from you.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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JUGGStheOG
Novice
6,403 Views

Hello @Hugo_Intel - thank you for continuing to work towards a resolution for all of us. It is greatly appreciated.

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Hugo_Intel
Employee
6,290 Views

Hello everyone


We continue to investigate this issue from our side. So far, we have tested 3 different 4k/2k monitors through DP but have not experienced any issues with driver 31.0.101.4644 and above, however, we continue to check what might be causing the problem.


We wanted to suggest updating or reinstalling if you already updated the latest version of our driver 31.0.101.4676 but hits time besides using Display Driver Uninstaller, please use only one single monitor through an HDMI connection to ensure there are no issues with the firmware update the driver contains and that it might be causing problems. Share your feedback after the installation.


Best regards,


Hugo O.

Intel Customer Support Technician.


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Michael0724
Beginner
6,281 Views

Hello @Hugo_Intel

Thank you for continuing to investigate this issue.

I did try the 4676 driver on the weekend and it didn't help.  I tried it both as an in-place upgrade to the 4672 driver and as brand new install after using DDU.

Today, I also tried a clean install of the 4676 driver with the only display cable hooked to my BenQ and computer being the HDMI cable that came with my BenQ.   Unfortunately, just like before the HDMI worked at 1440p but as soon as I plugged the Arc's DP back into the BenQ it switch back to 1080p in Windows and did not recognize my BenQ monitor as a BenQ.  Also, just like before even though the DP connection in Windows didn't recognize the BenQ, other OSes (e.g. Garuda Linux) do recognize the BenQ and use its full 1440p resolution.

Are you sure the Arc install doesn't somehow override/disrupt the Windows default display.inf or oem.inf files to make Windows forget about my 2014 era BenQ monitor.  Or maybe get messed up by my not-plugged-in AMD integrated graphics on my CPU.

For reference here are the steps I took when I tried installing the 4676 driver today:

  • Windows Safe Boot uninstall of Intel GCC and Intel Experience monitor.
  • Windows Safe Boot DDU uninstall of NVIDIA, AMD, Intel (in that order).
  • Windows Safe Boot runs of Windows ScanNow and DSIM to check/ensure Windows health.
  • Shutdown the computer.
  • Unplugged all display cables from my monitors and the computer except the HDMI cable connecting my computer and the BenQ.
  • Booted into normal Windows and installed driver 4676.  After which the HDMI was displaying 1440p on the BenQ, like it usually does with HDMI.
  • Shutdown the computer.
  • Unhooked the HDMI cable from both my computer and BenQ, then connected a DP cable between my computer and the BenQ.
  • Ensured my BenQ on-screen-display was configured to use my BenQ's highest DP version, which is v1.2.
  • Booted into normal Windows and noticed my BenQ was again only able to display 1080p through DP even though other OSes (e.g. Garuda Linux) can still display 1440p on the BenQ.

BTW, except for the cable disconnecting and swapping, the steps above are the same ones I've followed in previous tests.  In the past I've also tried setting my BenQ's on-screen-display to use DP v1.1 but that didn't help either. 

Michael

 

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BM17
Beginner
6,158 Views

Hi all,

The issue still persist with 4824 Driver.

I followed all what @Hugo_Intel Suggested.

 

I'm adding the old 4578 Driver report and screenshot which shows the monitor working perfectly with DP.


Thanks all.

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