Dell pro max 14 MC14250 hdmi port directly to 4k monitor with hdmi 2.1 only allows 60hr

[JJ38]

Anyone know why my Dell pro max 14 MC14250 hdmi port directly to 4k monitor with hdmi 2.1 only allows 60hr?

Tried different cables, everything is up to date. This laptop says it has HDMI 2.1

Any ideas?

[DeancR_Intel]

Hi JJ38,

Thank you for reaching out to Intel Customer Support regarding the issue you're experiencing with your Dell Pro Max 14 MC14250 laptop's HDMI port only allowing 60Hz on a 4K monitor. I understand how important it is to achieve the expected refresh rate, and I'm here to help you find a solution. 

It appears that the current graphics driver version 32.0.101.6913 is outdated. I recommend updating to the latest driver version 32.0.101.6987 and performing a clean installation. You can download the latest driver from the following link: Intel Arc & Iris Xe Graphics Driver. 

Steps for Clean Installation: 

• After uninstalling the current driver using DDU, install the latest driver version 32.0.101.6987. 

Additionally, could you let me know if your system was working correctly before these issues started? Have you tried any other troubleshooting steps besides changing cables and ensuring everything is up to date? 

If you prefer a faster communication method, please let me know if a phone call would be more convenient for you. I am available to discuss this issue at your earliest convenience and provide further assistance. 

Best regards, 

Dean R. 

Intel Customer Support Technician 

[JJ38]

thanks i will try that

[DeancR_Intel]

Hi JJ38,

Thank you for reaching out to Intel Customer Support regarding the issue you're experiencing with your Dell Pro Max 14 MC14250 laptop's HDMI port only allowing 60Hz on a 4K monitor. I understand how important it is to achieve the expected refresh rate, and I'm here to help you find a solution.

It appears that the current graphics driver version 32.0.101.6913 is outdated. I recommend updating to the latest driver version 32.0.101.6987 and performing a clean installation. You can download the latest driver from the following link: Intel Arc & Iris Xe Graphics Driver.

Steps for Clean Installation:

Download and Install Display Driver Uninstaller (DDU):

• You can find DDU here: DDU Instructions.
• Follow the instructions to safely uninstall your current graphics driver.

Perform Clean Installation:

• After uninstalling the current driver using DDU, install the latest driver version 32.0.101.6987.

Additionally, could you let me know if your system was working correctly before these issues started? Have you tried any other troubleshooting steps besides changing cables and ensuring everything is up to date?

If you prefer a faster communication method, please let me know if a phone call would be more convenient for you. I am available to discuss this issue at your earliest convenience and provide further assistance.

Thank you for your cooperation and patience. I look forward to resolving this matter efficiently.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[JJ38]

Thanks that worked. 

[MUC]

Please specify the make and model of the monitor.

[JJ38]

Samsung Odyssy G7 all HDMI 2.1.

Looks like the driver update fixed. thanks

[VonM_Intel]

Hello JJ38,

Thank you for your response. I noticed you mentioned, "Thanks, that worked." Just to confirm, are you saying that the previous steps resolved the issue for you?

Best regards, 

Von M.

Intel Customer Support Technician 

[DeancR_Intel]

Hi JJ38,

I wanted to follow up on the previous message regarding your inquiry. Have you had a chance to review it? If you have any questions or need further information, please let me know. 

Best regards, 

Dean R. 

Intel Customer Support Technician 

[DeancR_Intel]

Hi JJ38,

As you have been unresponsive, I will proceed to close this thread. If you wish to continue the discussion or need further assistance, please feel free to create a new thread. This will help us provide focused support and ensure your concerns are addressed effectively. 

Best regards, 

Dean R. 

Intel Customer Support Technician