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Intel Graphics card 630 5k support

itsmoh
Novice
623 Views
Hi,

I have a Dell Precision 3530, with integrated Intel Graphics card 630.

I have just purchased and plugged in a Samsung Odyssey CRG9.

However when I select the 5021 x 1440 resolution, the screen just goes black as if there is no video output even though the laptop recognises there is an external monitor connected.

What am I missing?

My other laptop with Intel Graphics 520 works just fine at that resolution.

Thanks!
0 Kudos
13 Replies
itsmoh
Novice
620 Views
5120 x 1440**
Alberto_Sykes
Employee
595 Views

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


In reference to this scenario, you mentioned "My other laptop with Intel Graphics 520 works just fine at that resolution", just to let you know, both Intel® HD Graphics 630 and Intel® HD Graphics 520 controllers use the same Intel® graphics driver version, as you can see in the links below, so if there is enough bandwidth there should not be any problems in using the 5120 x 1440 resolution unless there is a limitation due to customizations created by the manufacturer of the laptop:

https://downloadcenter.intel.com/product/98909/Intel-HD-Graphics-630

https://downloadcenter.intel.com/product/88355/Intel-HD-Graphics-520


In order for us to be able to confirm that information, please provide 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"

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


And also, please provide the Intel® Graphics report in order for us to check the graphics configuration on your system:

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


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


Alberto_Sykes
Employee
576 Views

Hello itsmoh, 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


itsmoh
Novice
571 Views

Hi Alberto,

Sorry - have attached the two items requested in the initial response.

Please let me know if I can provide anything else.

Thanks,

Moh

itsmoh
Novice
566 Views

Hello again - I have just updated my drivers, screenshot with the latest info attached.

 

Thanks,

Moh

Alberto_Sykes
Employee
556 Views

Hi itsmoh, no problem at all, thank you very much for providing that information, the reports and the screenshot.


We will do further research on this matter, as soon as I get any updates, I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


Alberto_Sykes
Employee
547 Views

Hi itsmoh, I just received an update on this matter.

 

According to the specifications of the monitor, the native resolution that it supports is 5,120 x 1,440: 

https://www.samsung.com/us/computing/monitors/gaming/49-crg9-dual-qhd-curved-qled-gaming-monitor-lc4...

 

But based on the information showing in the Intel® Graphics report, it states that the maximum resolution it supports is 3840 x 2160:

Supported Modes

640 x 480 (60p Hz)

640 x 480 (67p Hz)

640 x 480 (72p Hz)

640 x 480 (75p Hz)

720 x 400 (70p Hz)

800 x 600 (72p Hz)

800 x 600 (75p Hz)

800 x 600 (56p Hz)

800 x 600 (60p Hz)

832 x 624 (75p Hz)

1024 x 768 (60p Hz)

1024 x 768 (70p Hz)

1024 x 768 (75p Hz)

1152 x 864 (75p Hz)

1152 x 870 (75p Hz)

1280 x 720 (60p Hz)

1280 x 800 (60p Hz)

1280 x 1024 (60p Hz)

1280 x 1024 (75p Hz)

1440 x 900 (60p Hz)

1600 x 900 (60p Hz)

1680 x 1050 (60p Hz)

1920 x 1080 (60p Hz)

3840 x 1080 (60p Hz)

3840 x 2160 (25p Hz)

3840 x 2160 (30p Hz)

3840 x 2160 (24p Hz)

 

So, the reason why the resolution 5120 x 1440 is not showing. could be that the monitor might need a firmware update or a driver update. we recommend to get in contact directly with Samsung to confirm that information and to install those updates following their instructions:

https://www.samsung.com/us/support/owners/product/curved-gaming-monitor-crg90-series

https://www.samsung.com/us/support/

 

For testing purposes, if you try to change the resolution in Windows*, do you see the 5120 x 1440 available in there?

If you check "Device Manager", do you see the monitor model showing in there or it says generic?

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

 

itsmoh
Novice
541 Views

Hi Alberto,

 

Thanks for that. Yes correct, when going to change resolution through windows I have the 5120 x 1440 option and the monitor is recognised as per screenshot attached.

Will contact Samsung and see how I go - but in the meantime, if this is the case how come I didn't need to download the drivers on my other laptop?

Thanks again,

Moh

itsmoh
Novice
538 Views

Just downloaded the drivers from: https://www.samsung.com/au/support/model/LC49RG90SSEXXY/

Which is my actual monitor serial number. No luck.

Will contact Samsung support, but I still wonder why my personal laptop didn't require these drivers.

itsmoh
Novice
531 Views

Also - this is what the Intel Graphics Command Center tells me, as you said supported modes goes up to 3840 x 1080 for this device - but also has Connector Type as "DisplayPort" when infact I'm going HDMI to HDMI?

Alberto_Sykes
Employee
521 Views

Hi itsmoh, You are very welcome, Thank you very much for sharing those results and the pictures.


We are sorry to hear the issue persists after installing the drivers of the monitor.


In regard to "how come I didn't need to download the drivers on his other laptop?" Every laptop is different, every laptop has its own customizations done by the manufacturer of it, and in some cases, depending on the model of the laptop, some drivers are needed for it to recognize an external device properly, like in this case the monitor. In some other cases, the laptop will recognize it properly without the drivers needed.


"but also has Connector Type as "DisplayPort" when infact I'm going HDMI to HDMI?", That is probably because some manufacturers of laptops use what is called and LSPCON, (Level Shifter and Protocol Converter), which converts the Display Port to HDMI, that is why you see the HDMI port on the laptop but internally it is actually a Display Port. The Intel® Graphics Report detects the output signal, that is why it shows DP instead of HDMI. I will confirm this information.


We will do further research on this topic, but for us to be able to do that, just to confirm, if you check "Device Manager", do you see the monitor model showing in there or it says generic?


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


itsmoh
Novice
518 Views
Hi Alberto,

Yes when I'm in device manager it says my monitor model after installing drivers. The drivers give me an option to install HDMI or DP, I tried both anyway but which one is it meant to be given its plugged into HDMI but detected as DP?

Either didn't work, but would be good to know.

Thanks again, and Merry Christmas!
Alberto_Sykes
Employee
505 Views

Hi itsmoh, You are very welcome, thank you very much for providing those updates.


"The drivers give me an option to install HDMI or DP" Yes, it seems to be that due to customizations and by design done by the manufacturer of the laptop, there is a converter between the Intel® Processor's pipeline and the physical port that is converting the signal from DP to HDMI, that is why you are getting those options, "which one is it meant to be given", it should be HDMI.


So, that converter itself plus the OEM (Original Equipment Manufacturer) customizations could be the reasons why you are not getting the option to use the resolution that you are looking for. At this point what we recommend is to get in contact directly with Dell to confirm that information, to report this scenario and to verify if they might have a possible solution for this situation:

https://www.dell.com/support/home/en-us


Merry Christmas to you too.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


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