Intel Graphics Command Center diagnostic report shows displays in reverse order

[Vikramaditya]

Hello Community,

I've a dell laptop (Latitude 5410, i7, 16GB, Intel UHD graphics card) and an external monitor (Dell Ultrasharp U2723QE, supports 3840x2160 @ 60 Hz). When I duplicate the laptop screen on the external monitor, the external monitor picks only 3840x2160 @ 30 Hz and if I change the refresh rate from 30 Hz to 60 hz, external monitor's resolution drops to 2048x1152 @ 60 Hz.

I've done all possible troubleshooting (under Intel Case Number: <Removed>), changed the cable to a high quality cable, used different directly connected cables (HDMI to HDMI, DP to DP, Type C to Type C), updated the PC BIOS, and all available drivers, including graphics drivers. But nothing helped and issue persists.

However, when I generate the Intel Graphic command center system diagnostic report (attached here), it shows external monitor as display 1 and laptop's in-built display as display 2. This is incorrect notation. The report should instead show in-build display as display 1 and external monitor as display 2 as I've verified it using other laptops

So, can anyone once have a look at the attached Intel Graphic command center system diagnostic report, and give an idea on what's wrong with the PC? Is there any problem with PC's motherboard or the integrated graphics card in the motherboard? Or some misconfigs in the BIOS or something else? Any idea is welcomed and will help me fix this problem.

Thanks!

[Jean_Intel]

Hello Vikramaditya,

Thank you for posting in the Intel communities. We would be more than pleased to help you with your problem with the Intel Graphics Command Center diagnostic report and the external monitor's resolution problem.

Before we further look into this matter, we want to further look into this matter internally. We will be back as soon as we have further details.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello Vikramaditya,

We appreciate your patience. After reviewing this matter, we would like to let you know that the issue with the Intel GCC "Active Displays" section, where the external monitor shows as "Digital Display 1" while the in-built display as "Digital Display 2", indicates that there is a problematic with the laptop, which identifies the displays incorrectly. The best course of action, as we mentioned in your other threads, is to report this issue to your laptop manufacturer (DELL) for additional support.

Best regards,

Jean O.

Intel Customer Support Technician

[Vikramaditya]

Thanks, Jean.

Since issue hasn't yet fixed after all the basic troubleshooting (like change of cables, use high-quality and latest version of cables, use different types of cables, use a directly connected cable between PC and monitor without a dock, update all the PC and graphic drivers/BIOS to the latest available version, update Windows, reinstall Windows from the scratch and so on), so it's definitely pointing to some hardware related problem (but not hardware limitation) or perhaps some misconfiguration in BIOS. However, point is that how to find out that possible reason? Can you advise on that, please?

Thanks

[Jean_Intel]

Hello Vikramaditya,

If you suspect that the issue is due to a misconfiguration in the BIOS settings, you should consult with DELL for the proper steps to set the BIOS to default settings or indications to set the recommended settings. However, to discard that there is a hardware issue, DELL will provide you with the option to perform a hardware inspection to discard the possibility of a faulty component. As we mentioned, the best course of action is to contact Dell for additional support.

Best regards,

Jean O.

Intel Customer Support Technician

[Vikramaditya]

Thanks Jean! Appreciate it.

[Jean_Intel]

Hello Vikramaditya,

Since the most suitable recommendation for your issue is to contact your system manufacturer, we will now proceed to close this thread. If you require further assistance, please start a new question, as this one will no longer be monitored.

Best regards,

Jean O.

Intel Customer Support Technician