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IEzca
Beginner
251 Views

I can't get UHD on HDMI monitor (Samsung U28E590) using HD Graphics 620 with driver v27.20.100.8190

Laptop is Lenovo T470. Max resolution available in win10 is FHD 60Hz.

I tried some months ago with an UHD tv and it worked fine. Now it's not working either, so it seems a drivers issue.

If I boot ubuntu with the same hardware I get UHD resolution.

 

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8 Replies
Alberto_R_Intel
Moderator
171 Views

IEzca, Thank you for posting in the Intel® Communities Support.

 

In order for us to provide the most accurate assistance, we just wanted to confirm a few details about your system:

Is this a new computer?

Was it working fine before?

Did you make any recent hardware/software changes?

When did the issue start?

 

Please provide the Intel® Graphics report and the SSU report so we can verify further details about your platform, to attach the report, once you choose "reply" select the "clip" icon on the lower-left corner:

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

IEzca
Beginner
171 Views

Thanks Albert,

  • I'ts not a new laptop, I'ts a few years old.
  • It was working a few weeks ago when I tried with a 4K TV and got the right resolution (3840x2160 30Hz). Right now it's not working in either the TV or my new monitor (Samsung U28E590).
  • I don't recall updating software during that period other than the automatic updates for win10.
  • I couldn't say when the issue started.

The laptop used to have lenovo OEM drivers (v26.20.100.7812). I just updated to the latest Intel version (v27.20.100.8190) to see if the issue persisted, and it does.

 

Thanks

 

Alberto_R_Intel
Moderator
171 Views

IEzca, You are very welcome, thank you very much for providing that information.

 

Just to let you know, according to the Intel® Graphics report, the monitor is capable of supporting the 3840x2160 30Hz resolution.

In this case, the problem could be related to the video port that is being used, which is DVI, that might be creating certain limitations, like for example bandwidth, at the moment when you try to set the resolution that you are looking for.

 

As you can confirm in the following link, the "Single link maximum data rate including 8b/10b overhead is 4.95 Gbit/s @ 165 MHz. With the 8b/10b overhead subtracted, the maximum data rate is 3.96 Gbit/s"

https://en.wikipedia.org/wiki/Digital_Visual_Interface

 

If you use a bandwidth calculator, you will see that in order to get the 3840x2160 30Hz resolution, 7.46 Gbps of bandwidth is needed, and the single-link DVI port supports up to 4.95 Gbps as max value, so there is not enough bandwidth provided by the DVI port to use that resolution.

 

Based on that, we just wanted to check, for testing purposes, do you have the option to test the new monitor using a straight HDMI or DisplayPort connection?

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

IEzca
Beginner
171 Views

Funny thing Albert is that neither the laptop nor the monitor have DVI connectors, I'm using a straight HDMI cable. Not sure why the report says DVI.

And also keep in mind that if I boot on ubuntu, it sets the 3840x2160 30Hz resolution. Using the same hardware configuration, including the cable.

 

Alberto_R_Intel
Moderator
171 Views

IEzca, Thank you very much for sharing those details.

 

Yes, it is very strange that the report shows the connection as DVI.

 

We recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them work with your specific platform.

 

So, in this case, what we can try next will be a clean installation of the Graphics driver provided by Lenovo just to confirm if it works fine that way, version 26.20.100.7812. If by any chance you remember any other Graphics driver version provided by Lenovo that worked fine previously, please try a clean installation of that driver as well and once you get the chance please let us know the results:

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics-drivers.html

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/thinkpad-t-series-laptops/thinkpad-...

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

Alberto_R_Intel
Moderator
171 Views

Hello IEzca, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

IEzca
Beginner
171 Views

Hi Robert,

I tried the clean install of the OEM drivers. I uninstalled both the OEM and Intel drivers leaving only the generic windows driver and then installed the Lenovo version.

The issue still persists. The max resolution available is FHD and not 4K.

If I try to add a custom resolution with Intel HD Graphics Control Panel it says "The custom resolution exceeds the maximum bandwidth capacity"

 

Thanks

Ignacio

 

Alberto_R_Intel
Moderator
171 Views

IEzca, Thank you very much for letting us know those results.

 

If the issue persists after installing the Graphics driver provided by Lenovo, then the problem is not related to the driver, it is related to Windows* itself.

In that case, to try to fix it you can always get in contact directly with Microsoft for them to provide the instructions on how to do a Windows* Restore to the point when the computer was working properly, to report this scenario and for them to provide further assistance on this matter:

https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options

https://support.microsoft.com/

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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