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External monitors no longer get maximum resolution

AcoustiCMM
Beginner
2,132 Views

I have a dell laptop with an irisXE (and NVidia) graphics card.

The laptop is connected to a thunderbolt docking station.

The docking station is connected to 3 monitors

* a dell 2408WFP connected with a HDMI cable which supports 1920x1200

* an old dell 2007FP connected with a display-port-to-HDMI connection at 1200x1600 (portrait mode)

* a samsung syncmaster that supports 2048x1152  also using the display port to hdmi connection

Until 2 weeks ago i had these monitors all running at the same time, and all at their maximum resolution (so 2048x1152 on the left, 1920x1200 in the middle and 1200x1600 on the right)

Then I went on vacation for a week and left the laptop switched off.

When I turned the laptop back on after it had been off for a week, the HDMI connected monitors refuse to get to maximum reolution. I can get at most 1680x1050 on the samsung, and at most 1024x1280 on the dell.

Literally the only thing I did was hit the enter key on my keyboard to get the laptop started. I did not touch anything else .

The middle monitor is still going fine at 1920x1200.

The intel command center (display -> information) shows the 1600x1200 and 2048x1152 resolutions as being supported by the monitors)

What I've tried so far 

* double check that I'm using the latest dell supported Intel driver

* downgrade display driver to the eldest version available on the intel website

* install the latest Intel only display driver

* switch back to the dell driver and tick the clean install button

* tried using CRU to force these modes in the EDID/registry

* rebooted, powerdown, &c

* rebooted with nothing attached, then tried attaching the monitors 1 by 1, but even using only one monitor (say the dell2007) would never let me get beyond 1280x1024

* swapped the DELL2007 for a different DELL2007 that was attached to a different computer. 

* The swapped monitor attached to the laptop cannot get beyond 1280x1024, the original now attached to the desktop will happily go to 1600x1200 

* cleaned the whole display cache from the regirty, rebooted, nothing

 

I'm a bit at a loss what to do next, hopefully someone on this forum can give me the right hint into the correct soltuion 🙂 ...

 

Eagerly anticipating a helpful reply ...

 

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IsaacQ_Intel
Employee
2,111 Views

Hello @AcoustiCMM

 

We sincerely appreciate your engagement with us. Your provided information is valuable, and we are committed to assisting you with your concerns.


Before we proceed with troubleshooting, we kindly request some further details to better understand the nature of the issue. Could you please clarify whether this problem is specific to the usage of the Iris Xe graphics, or if it also occurs when utilizing the Nvidia GPU?


Moreover, we would like to inquire whether the issue arises when you connect your monitors or displays directly to the laptop, or is it primarily experienced when using a docking station? It's worth noting that establishing a direct connection is generally recommended to mitigate potential data loss attributed to bandwidth limitations, particularly when employing HDMI. Have you explored the possibility of utilizing an alternative cable, such as DisplayPort, Thunderbolt, or a different HDMI cable, to rule out any cable-related issues?


However, reviewing the SSU and IGCC report we have noticed you don’t have the latest divers. It’s worth mentioning that Intel® provides generic versions of software and drivers. When talking about laptops, the computer manufacturer (OEM) may have altered the features, incorporated customizations, or made other changes.


For this reason, we recommend the installation of the drivers provided by the manufacturer to avoid any potential impact caused by loading non-customized drivers.

 

As a troubleshooting step please try the following and reply with the outcome:

 

·      Clean install of the latest drivers (Intel/OEM):

·      Latest: 31.0.101.4900 Intel.

 

Also, take into consideration that after updating to the latest Intel Graphics command Center Version 1.100.4979.0 the resolution setting option is missing. In this case, the resolution is the following:

 

·      Use Windows* Display Settings to change the resolution.

·      Select Start > Settings > System > Display.

 

 

Best regards,

Isaac Q. 

Intel Customer Support Technician


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AcoustiCMM
Beginner
2,108 Views

Thanks for your reply.

As I said, everything was working perfectly fine 2 weeks ago.

I already did try the clean install , both with the latest Dell (4584) and the latest intel (4900) which sadly did not help the issue.

I did try the ``beta'' of the Graphics comand center thats still available on the windows store, which does allow setting the resolution, but those do not list the 1600x1200 or 2048x1152 resolutions. Trying to add those manually makes them show up in the list. nbut when applying them you get the helpful ``something went wrong'' message.

 

i have not tried adding the Displayport->HDMI monitors directly to the laptop, for a few reasons, mostly practival

1) the laptop does not have enough ports to drive 3 monitors directly, if I want 3 monitors it will have to be through the docking station

2) I dont have the right cables to connect thunderbolt directly to HDMI or VGA

Otherwise I'd happily try this.

It would be strange if both cables would fail at exactly the same moment, all i did was leave the laptop off for a week, and turn it on again, nothing else was changed (well, obviously something must have changed, but i havent touched the physical hardware)

 

Also, the whole point (for me at least) of having the docking station is that I dont have to connect anything to the lapto, other than the docking station cable 🙂 ...

 

The NVidia GPU is not directly driving the monitors , it's an accelerator that piggy backs on the intel card.

I dont think I can force the NVIdia card to be always on, like I could on windows 10.

 

I'll give the latest latest drivers a go, and get back to you.

 

Thanks for the assistance

 

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AcoustiCMM
Beginner
2,104 Views

2 more downloads, 2 more clean installs, 3 reboots later unfortunately still the same.

I still cannot get the left monitor to go to 2048x1152 or the right to go to 1200x1600 whereas 2 weeks ago that was what they did whenever I started my laptop.

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IsaacQ_Intel
Employee
2,098 Views

Hello @AcoustiCMM

 

 

We genuinely value your timely response. We regret to learn that the issue has endured despite your efforts to update to the most recent driver versions.


At this point, I will take the initiative to investigate this matter internally, and I will return with further details shortly.


Sincerely,


Isaac Q.

Intel Customer Support Technician


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IsaacQ_Intel
Employee
2,058 Views

Hello AcoustiCMM

 

 

Thank you for your patience.


In light of the recent actions taken by our graphics team, we want to bring to your attention a matter concerning the use of video cable adapters, splitters, and docking stations in computers not manufactured by Intel. This issue pertains to various graphics-related problems that have been observed, including but not limited to incorrect color rendering, resolution discrepancies, screen flickering, and low refresh rates. More information here: Using Video Cable Adapters, Splitters and/or Docking Stations in Computers not Manufactured by Intel


In order to assist you effectively, we kindly request that you perform a test on each monitor individually, employing HDMI-to-HDMI, DP-to-DP, and Type C-to-Type C connections. This will help us determine if you can attain the maximum resolution without encountering any of the aforementioned issues. In this case what happen if the you test each monitor separately one by one connected HDMI to HDMI, DP to DP, Type C to Type C? can the you get the max resolution without issues?


Your cooperation is greatly appreciated.


Sincerely,

Isaac Q.

Intel Customer Support Technician


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AcoustiCMM
Beginner
2,055 Views

Thanks for your reply.

The laptop only has thunderbolt outputs, so I will always need some form of converter in between the laptop and the screen.

Like I said, the cables have been working fine until 2 weeks ago, after which both monitors at the same time lost the ability to display the maximum resolution. While it is of course possible that both cable developed a dfect in the same week it does not strike me as very likely.

 

Anyway, I'll see if I can find/borrow  a usb-c to DVI cable, and get back to you.

 

If in the mean time you have other suggestions or things I can try, I will be happy to do so.

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IsaacQ_Intel
Employee
2,017 Views

Hello @AcoustiCMM

 

We greatly appreciate your prompt response.


Given the age of some of your monitors, we strongly recommend reaching out to the respective laptop manufacturer to ascertain if there have been any updates or modifications to their system configurations. In addition to this, we can offer the following suggestions:


  1. Ensure that all your devices are running the latest firmware updates, including the dock and any connected monitors.
  2. Consider trying an alternative docking solution that is validated by the original equipment manufacturer (OEM).
  3. Most importantly, maintain open communication with the OEM laptop manufacturer for the most precise and tailored support related to their specific products.


Your inquiries and concerns are important to us, and we remain at your service to assist you in any way possible.


Warm regards,

Isaac Q.

Intel Customer Support Technician


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AcoustiCMM
Beginner
1,992 Views

Thanks for your help and advice,

Everything is running the latest firmwares.

The monitors I think predate having dedicated firmware, but according to both the Dell support utility and windows update are all running the latest drivers.

There is one bit of improvement

I could borrow an older docking station, and with that older docking station things are slightly better.

I can now get the samsung monitor back to 2048x1152, the dell monitor refuses to go back to 1600x1200 and stays stuck at 1280x1024.

I've switched the cables, but even then the samsung (now using the cable connected to the dell) stays at 2048x1152, the Dell stays at 1024x1280

swapping back to the newer dock, both monitors again fail to display their maximum resolution.

I'd tested the older dock before taking it home for testing, and it would happily drive 3 monitors at 1920x1200

Both the old and the new docking station should be perfectly capable of driving these 3 monitors at their desired resolution (and like I said, it was doing so until 2 weeks ago).

The older docking station still has a VGA port, I'm gonna see if I can find a spare VGA cable, and will try replacing the dell connection with that vga cable to see if that makes a difference.

If you have any aditional suggestions, I'll happily try those as well 🙂 

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IsaacQ_Intel
Employee
1,989 Views

Hello @AcoustiCMM

 

 

We appreciate your prompt response and would like to express our regret that the resolution issue with your monitor has not been resolved to your satisfaction. We understand that you have already taken several troubleshooting steps.


In light of the persistent issue, I will revisit this matter with our dedicated team to explore further solutions that can potentially address your concern more effectively. Rest assured that we are committed to resolving this matter in the best way possible for you. We will communicate our findings to you as soon as we have a resolution.


We genuinely appreciate your patience and understanding as we work diligently to provide you with the best support and service.


Warm regards,


Isaac Q.

Intel Customer Support Technician


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IsaacQ_Intel
Employee
1,985 Views

Hello @AcoustiCMM

 

 

We sincerely appreciate your patience throughout this process. Following a comprehensive review of your case in collaboration with the graphics team, we have determined that the issue does not appear to be related to driver-related issues, especially in light of the troubleshooting steps you have undertaken. It is worth noting that the use of docks/adapters may have a bearing on the matter.


In order to provide you with more tailored assistance for Dell products, we kindly recommend that you reach out to Dell support. By doing so, you can elucidate your issue to them and share the details of the troubleshooting steps you have already undertaken.


Given that this thread pertains to Dell support, we will proceed to close it. Please be aware that Intel will no longer be monitoring this thread. We genuinely appreciate your understanding and cooperation in this matter.


Warm regards,


Isaac Q.

Intel Customer Support Technician


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