Dell latitude 5440 2023 laptop Intel command center missing maintain display scaling

[Mtavares]

Hi we just got Dell latitude 5440 2023 model laptop.

We have a desktop monitor and a tv in our classroom and our previous laptops Dell Latitude 5310 we would need to change the Intel command center to maintain display scaling for our tv display to display properly. With the new laptops we don’t have that option any more. And we are having issues getting the tvs to work properly.
I tried the version of video driver that is on Dell support first then I installed the current one on intel support. Neither gives me this options.

I can get more data if you want me to run some kind of scan while connected to the tv. I can also get screen shots and versions of the Intel graphics command center. I just need some suggestions and Monday I can update this post.

[Mtavares]

Intel graphics command center no longer has a maintained display scaling option for our tv to get the active resolution to 1080p

We previously coming off of Lattitude 5310

We have this topology.

We have various 75-inch Sony tv 800 or 850 series from the last 7-8 years all 4k tv.

From the tv, we have an HDMI that goes to a wall port that connects to an ELMO doc cam tt12-ID.

From the ELMO doc cam tt12-ID, we have a passthrough HDMI that goes to the Wd19TB docking station.

We then have a C2722DE plugged via USB-C to the thunderbolt port on the docking station.

This is the setup we used for 4 years and with the option to change the TV to the maintain display scaling option to make this all work in the intel graphics command center which allows us to change the active desktop resolution to 1920x1080 from the 4k active desktop resolution.

Without being able to change to maintain display scaling to get the active desktop resolution to change there is some weird artifacting happening and distroted stuff happening. 

The new 5440 latitude doesn't have this option anymore only lets us choose to maintain the aspect ratio or the custom option. 

Is there something we can do to fix this or get a driver updated from Intel to fix this it's making things not work properly in the classrooms. 

If you need more details please let me know. I have tested this in multiple classrooms which all have the same topology and even slightly different year models of Sony TV. 

[Ritta_Clark]

It's quite frustrating that the new Dell Latitude 5440 laptops no longer provide the maintained display scaling option in the Intel graphics command center. Your setup involving various 4K Sony TVs, ELMO doc cam tt12-ID, and docking stations is quite intricate and has been working well before. The absence of the maintain display scaling option seems to be causing artifacting and distortion issues in the classrooms. Hopefully, Dell or Intel could address this concern and provide a driver update to rectify the problem. It's important for your setup to work properly for an effective teaching environment. If there are any updates or solutions, please keep us posted.

[Mtavares]

   

[Jose_Intel]

Hello @Mtavares

Thank you for posting on the Intel️® communities.   

I am sorry to hear that you have problems with the Scaling options, and I’ll be more than happy to help you.

Please run the Display Driver Uninstaller (DDU), you will find the instructions there.

Then, install the latest version of our driver: Intel® Arc™ & Iris® Xe Graphics - WHQL - Windows*

After that, please uninstall the Intel Graphics Command Center. And install the Intel Graphics Command Center BETA from the Microsoft Store.

Also, in order to have more information about your system, please download, install and run Intel® System Support Utility for Windows. Make sure you check “Everything” before you scan, then save the report and attach it to your response.

Then, please generate and attach the Report for Intel® Intel Graphics Command Center

Best regards,

Jose B.

Intel Customer Support Technician

[Mtavares]

I followed your steps and did the removal in safe mode and did the restarts between steps. 

Still no maintain display scaling on the monitor 3

[Mtavares]

Let me know if you have anything I can try but not being able to get that signal to lock down to 1080p makes it really hard to get the classrooms functional. 

[Jose_Intel]

Hello Mtavares

Thank you for the information and reports.

Do you remember which graphics driver version were you using with your previous laptop? We can try installing an older version 31.0.101.4369 or even the latest Beta version 31.0.101.4575

Also, I noticed that the BIOS is not up to date and there’s a firmware update for the Dock – WD19TB. You can download the files from here: Dell Precision 3480 and Latitude 5440 System BIOS and Dell Dock WD19/WD22TB4 Firmware Update Utility. If you need additional help with that, please contact the manufacturer.

Best regards,

Jose B.

Intel Customer Support Technician

[Mtavares]

The laptop I tested with was a different one than I been testing I wanted a fresh one that had not been in that room  before which I had not updated the bios yet and the doc is on latest firmware and also the bios is updated on a previous laptop I was having the issues with but I wanted a fresh one to work with. I can run the report again with that laptop if you want with current bios. 

[Jose_Intel]

Hello Mtavares

Thank you for your response.

To continue with your case, please use the same laptop we started with, all the troubleshooting must be performed in the same system.

Also, keep in mind that Intel does not recommend using any kind of adapters and cannot guarantee 3rd party products/adapters will work as expected. However, please check this useful information Using Video Cable Adapters, Splitters and/or Docking Stations in Computers not Manufactured by Intel

Best regards,

Jose B.

Intel Customer Support Technician

[Mtavares]

I am now and the laptop has the updated bios and the Dock is updated and nothing changed. 

[Mtavares]

I believe I might have partially solved the problem, but it's not completely fixed yet. Let me explain what happened:

When I connected my laptop to the setup, it automatically mirrored the laptop and the TV at a resolution of 1920x1080. However, I noticed that the TV's refresh rate was set to 30Hz in the advanced display settings. This caused some issues, but I managed to fix it by changing the refresh rate to 60Hz. Now, the active desktop resolution matches the desktop's resolution, and everything appears correctly, including the TV at 1080p.

To further test the setup, I decided to use the extended mode, enabling all three displays. This allowed me to set the TV's resolution to 1920x1080 at 60Hz, and everything worked fine.

One interesting thing I observed is that when the TV's refresh rate was set to 30Hz, I could use the Intel graphics command center to select "maintain display scaling," and this made 30Hz work properly.  This is the only time that the "maintain display scaling" will show up as an option.

I am still concerned about why the TV display in the advanced display setting is always defaulting to 30hz when connecting to a new tv room that the laptop has not connected to before.  It would be a huge thing to get this to always go 60zh when they connected to a new room then we would have a working display all the time when people have to move rooms or sub in another classroom. 

Another thing to note is that the laptop is direct to the wall HDMI port with no docking station defaults to either 1920x1080 at 30Hz and has the same scaling issues or in some rooms defaults to 4k 30hz and we have either no picture or a distorted picture. 

Considering all of this, to make my rooms fully functional, I'm leaning towards buying scalars that will force a resolution of 1920x1080 at 60Hz. This process may take some time, so until then, I'll need to rely on the current workaround of force changing the refresh rate to 60hz  but would really think something can be done to make this Tv force 1920x1080 at 60hz by default that could help me further till we can get scalers going in the classroom. 

Please let me know your suggestions 

[Jose_Intel]

Hello Mtavares

Thank you for the good explanation.

I am glad to hear that you found a solution for that. However, we would like to investigate this internally, as soon as we have an update we will let you know.

Best regards,

Jose B.

Intel Customer Support Technician

[Mtavares]

Thank you please let me know if you have any updates. If for some reason I start to see something different I will update you as well. 

One other question why has the intel graphics command center done away with the options to change the resolution? I noticed the beta has it. 

Also, the ability to change the refresh rate on that is just the one option I have set in the advanced display options to make the change. You can't change it in the intel tool.

[Jose_Intel]

Hello Mtavares

Thank you for your patience.

Please answer the following:

·    Can you confirm if the issue happens using straight connections? Without using the docking station at all. 

·    Have you tried using different video ports? 

·    Are you still having the issue in the Dell or Sony display? 

Also, please generate both reports again with the 2 displays connected. (Intel® System Support Utility for Windows and Report from Intel® Graphics Command Center)

Best regards,

Jose B.

Intel Customer Support Technician

[Mtavares]

Yeah, the direct connection does the same where it wants to be 30hz by default but we aren't mirroring the Dell monitor and tv we are mirroring the laptop to the sony tv Sony 75X80J. 

When its direct with mirroring on it will go to 30 and we have to change it to 60hz to get the active down to match the desktop resolution

[Mtavares]

I did something to confirm. 

I got a laptop and got a registry script to remove the configuration to test like the laptop is the first time in the room and to confirm also tested this in 2 other rooms with the same model of sony tv 75X80J

So I took a 6ft HDMI to the laptop direct. Sees it as 1080p mirrored at @30 hz. 

When I change it to 60hz the active stays the same as before with the 4k res but the tv does display with both the 30/60hz but can get distorted at times.

If I take a 15ft HDMI to the laptop direct. Sees it as 1080p mirrored at @30 hz.

When I change it to 60hz the active stays the same as before with the 4k res and I do not see a display on the tv with either the 30/60

When I take the 6ft HDMI to the doc cam and the jumper 6ft HDMI from the doc cam to the docking station it sees it as 1080p mirrored at @30 hz as soon as I change it to 60hz the active resolution changed to match the desktop resolution of 1920x1080.

The only thing I did not have time to test was for the HDMI direct to the docking station bypass the Elmo doc cam and see what display happens. I can update that on Monday if needed. 

Like I said before I was able to make this work on my 5310 laptops with the maintain display scaling option with he same wiring setup. So what changed to now allow this option is what is holding the whole thing back. 

[Jose_Intel]

Hello Mtavares

Thank you for letting me know and for the time you took for the testing.

Please do not forget the reports from Intel® System Support Utility for Windows and from Intel® Graphics Command Center

Best regards,

Jose B.

Intel Customer Support Technician

[Mtavares]

do you need me to run another report?

[Mtavares]

Just tell me a scenario and I will run a report after that.

[Jose_Intel]

Hello Mtavares

Thank you for your cooperation.

Please use the original setup, the one that was previously working with the old laptop. That way we can focus on the original issue. Please attach both reports.

Best regards,

Jose B.

Intel Customer Support Technician