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sebekaiser, Thank you for posting in the Intel® Communities Support.
In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:
What is the model of the motherboard?
When did you purchase the Intel® processor?
Is this a new computer?
Did you build the PC
Were you able to install the graphics drivers properly before on this same machine?
When did the issue start?
Did you make any recent hardware/software changes that might cause this problem?
Besides the fact of being unable to install the graphics drivers, is there any graphics issue with your computer?
Which specific Windows* version are you using?
Does the problem happen at home or in the work environment?
Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":
Any questions, please let me know.
Regards,
Albert R.
Intel Customer Support Technician
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The motherboard is an Asus ROG Z-490-H Gaming.
The Cpu was bought maybe 2 months ago.
This is a new build.
I was not able to install the UHD since the first time i started it (installed win 11 and win 10 ----> both won´t work)
there were no changes. even if i disconnect any hardware that are not used and make a new win 11 install the problem remains.
there are no other issues with graphics with the basic video adapter just that the resolution max is 1024.
Thanks
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sebekaiser, Thank you very much for providing that information and the SSU report.
According to the information shown in the SSU document, we can confirm, as you mentioned, that the computer is currently working with Microsoft Basic Display Adapter.
Just to let you know, the Intel® graphics drivers are generic, so they might or might not work with your specific system. For that reason, we always recommend to install the graphics driver provided by the manufacturer of the motherboard, since that driver was customized by them to work with your specific platform.
I looked in ASUS's website and the graphics driver version they have available in there for Windows* 11 is version 30.0.100.9805. Please try a clean installation of that driver following the instructions in the links below to confirm if it gets installed successfully, if it does, then please check if now there are more resolutions available:
https://rog.asus.com/motherboards/rog-strix/rog-strix-z490-h-gaming-model/helpdesk_download
https://www.intel.com/content/www/us/en/support/articles/000005629/graphics.html
If the driver does not get installed properly, not sure if you already tested it, but, for testing purposes, we can try a clean installation of Intel® graphics driver version 30.0.101.1191:
https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html?
If the driver provided by ASUS/Intel® gets installed successfully but the problem with the resolution persists, please provide the Intel® graphics report:
https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html
We also advise to get in contact directly with ASUS support to make sure the latest BIOS version is currently installed on your board or to gather the instructions on how to do that:
Regards,
Albert R.
Intel Customer Support Technician
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sebekaiser, You are very welcome, thank you very much for letting us know those results.
"ive tried all of your suggestions earlier and none of the worked", We are sorry to hear the problem remains after trying the troubleshooting steps provided previously.
Based on the fact that you pretty much already tried all the possible recommendations we advise for this scenario, it seemed the problem could be related to a hardware component on your machine, especially, taking into consideration that the driver never got installed properly since the computer was built.
In order to rule out a possible problem with the Intel® processor, we advise to install and run the Intel® Processor Diagnostics Tool, it does an overall test on the unit and if it passes the test it means the processor is working properly:
If the processor failed the test, then there will be two options to replace it. Either by getting in contact directly with the place of purchase and check with them the warranty options they have available or by getting in contact directly with the Intel® support department in your region for further assistance on the replacement of the processor:
Chat support:
http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat
For phone support, depending on your location, you will see the contact information on the links below:
EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html
APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html
LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html
North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).
If the Intel® processor passed the test successfully, that will leave us with basically the board as the defective component, because it is very strange that not even the driver tested and validated by ASUS for your board is getting installed. So, in that situation, you can also get in contact directly with the place of purchase to verify the warranty option they can offer to replace the board or to get in contact directly with ASUS support for them to further assist you with their warranty process, or to determine if in fact there is a hardware issue with the motherboard itself:
Regards,
Albert R.
Intel Customer Support Technician
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Hello sebekaiser, You are very welcome, thank you very much for letting us know those results.
"i've also had the Diagnostic Tool running and it's passing every test except these for the iGPU", Yes, that is strange because the processor should pass the Intel® PDT test completely including the iGPU section of the test.
"The only thing i've not tried yet is to run any of these Tools in safe mode (if it's possible) if this brings any Information", Sure, you can always do that, still, the processor should pass the test completely even if you are not using "Safe Mode", keeping in mind that when using the computer in "Safe Mode" the graphics drivers will be disabled, so the results might not be that accurate.
"i'll contact the asus Support too if they maybe heard of Such a problem and can give me a solution", Perfect, excellent, that will be the next thing to do in order to confirm, as you mentioned, if they have a possible fix for this scenario or if the replacement of the processor will be needed.
"wish you a great New Year!" We also wish you a happy New Year even better than the last one.
Any other inquires, do not hesitate to contact us again.
Regards,
Albert R.
Intel Customer Support Technician
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