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Win 10, 64 bit. Intel Core i7-7600U, Intel 620HD graphics.
I have two 4K monitors. One of them displays 4K resolution and the other( Samsung U28D590D) does not display 4k.
I am using HDMI cables that came with the monitors. My laptop has display port. So I use display port to hdmi converter.
Any help is greatly appreciated.
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What kind of DP-to-HDMI converter? [Hint: there are a lot of crappy ones out there.] Have you tried swapping the cables between the monitors?
...S
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Yes, I swapped out the hdmi cable. I have another Acer 4K laptop and it displays 4K video on the 30" samsung 4K monitor. The laptop uses nvidia GPUs,
I am not sure how to identify hdmi 2 and other versions....
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Hello johndalton,
Thank you for posting your inquiry through our communities.
Please provide me with the .txt file that https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-Best the System Support Utility will generate so we can check your current configuration. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.
As well, can you please provide us more details about your current settings (both monitor's model, converter/adapter/dongle's model, cable's revision)?
I hope to hear from you soon.
Regards,
Diego S.
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I cannot upload files. So am pasting information inline below.
Inland Display port to HDMI adapter:
http://www.microcenter.com/product/485114/displayport_male_to_hdmi_female_adapter_-_black
I use belkin high speed hdmi cable # 49749.
Samsung monitor: Model U28D590D MODEL CODE: LU28D590DS/ZA
I really appreciate your help.
================================================intel generated info is below ===================================
# SSU Scan Information
Scan Info:
Version:"2.5.0.12"
Date:"09/04/2018"
Time:"00:00:57.4390416"
# Scanned Hardware
Computer:
BaseBoard Manufacturer:"HP"
BIOS Mode:"UEFI"
BIOS Version/Date:"HP P78 Ver. 01.06 , 07/12/2017 12:00 AM"
CD or DVD:"Not Available"
Embedded Controller Version:"69.57"
Platform Role:"Mobile"
Processor:"Intel(R) Core(TM) i7-7600U CPU @ 2.80GHz , GenuineIntel"
Secure Boot State:"On"
SMBIOS Version:"3.0"
Sound Card:"Conexant ISST Audio"
Sound Card:"Intel(R) Display Audio"
System Manufacturer:"HP"
System Model:"HP EliteBook 840 G4"
System SKU:"1LN64UC# ABA"
System Type:"x64-based PC"
- "Display"
Intel ® Graphics Driver Version:"24.20.100.6286"
- "Intel(R) HD Graphics 620"
Adapter Compatibility:"Intel Corporation"
Adapter DAC Type:"Internal"
Adapter RAM:"1.00 GB"
Availability:"Running or Full Power"
Bits Per Pixel:"32"
- "Caption":"Intel(R) HD Graphics 620"
Link:" http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+620"
CoInstallers:"C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_2f24486b42920c1d\igxpco64.dll, CoDeviceInstall"
Color Table Entries:"4294967296"
Dedicated Video Memory:"Not Available"
Driver:"igdkmd64.sys"
Driver Date:"08/14/2018 07:00 PM"
Driver Path:"C:\WINDOWS\system32\DriverStore\FileRepository\igdlh64.inf_amd64_2f24486b42920c1d\igdkmd64.sys"
Driver Provider:"Intel Corporation"
Driver Version:"24.20.100.6286"
INF:"oem15.inf"
INF Section:"iKBLD_w10_DS"
Install Date:"Not Available"
Installed Drivers:"C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_2f24486b42920c1d\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_2f24486b42920c1d\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_2f24486b42920c1d\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_2f24486b42920c1d\igd12umd64.dll"
Last Error Code:"Not Available"
Last Error Code Description:"Not Available"
Last Reset:"Not Available"
Location:"PCI bus 0, device 2, function 0"
Manufacturer:"Intel Corporation"
Microsoft DirectX* Version:"11.X"
Monochrome:"No"
Number of Colors:"4294967296"
Number of Video Pages:"Not Available"
PNP Device ID:"PCI\VEN_8086&DEV_5916&SUBSYS_828C103C&REV_02\3&11583659&0&10"
Power Management Capabilities:"Not Available"
Power Management Supported:"Not Available"
Refresh Rate - Current:"60 Hz"
Refresh Rate - Maximum:"60 Hz"
Refresh Rate - Minimum:"60 Hz"
Resolution:"1920 X 1080"
Scan Mode:"Noninterlaced"
Service Name:"igfx"
Status:"OK"
Video Architecture:"VGA"
Video Memory:"Unknown"
Video Processor:"Intel(R) HD Graphics Family"
- "Memory"
Physical Memory (Available):"4.43 GB"
Physical Memory (Installed):"16 GB"
Physical Memory (Total):"15.88 GB"
- "ChannelA"
Capacity:"8 GB"
Channel:"Bottom-Slot 1(left)"
Configured Clock Speed:"2133 MHz"
Configured Voltage:"1200 millivolts"
Data Width:"64 bits"
Form Factor:"SODIMM"
Interleave Position:"Noninterleaved"
Manufacturer:"Hynix/Hyundai"
Maximum Voltage:"Not Available"
Memory Type:"Unknown"
Minimum Voltage:"Not Available"
Part Number:"HMA81GS6MFR8N-UH"
Serial Number:"4228296E"
Status:"Not Available"
Type:"Not Available"
- "ChannelB"
Capacity:"8 GB"
Channel:"Bottom-Slot 2(right)"
Configured Clock Speed:"2133 MHz"
Configured Voltage:"1200 millivolts"
...
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Hello johndalton,
Thank you for your patience.
We are currently investigating your case; I will reach you back as soon as we have an answer.
Regards,
Diego S.
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Hello johndalton,
Thank you for your patience.
Please provide us with the graphics a https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html Report for Intel® Graphics Drivers with your current setup, monitors, adapter, etc.
Also, you state that you currently have 2 monitors, one that works with 4k, and the Samsung* U28D590D that does not (however it works in your other Acer* 4K laptop) and the Inland* Display port to HDMI adapter, is there any other splitter/dongle/converter in your set up?
What's the interface of the monitor that works?
Are you using one monitor per video port?
On the Acer* 4K laptop, are you using your Inland* adapter, or does it work with a straight connection?
Have you tested the adapter with the Acer* 4K laptop?
Have you checked if your adapter supports 4k?
The http://www.microcenter.com/product/485114/displayport_male_to_hdmi_female_adapter_-_black manufacture's /seller's webpage does not indicate that it does, have you checked that with them?
I really hope to hear from you soon.
Regards,
Diego S.
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Hello johndalton,
We just wanted to double check if you need further assistance?
Please don't hesitate on contacting us back.
I hope to hear from you soon.
Best Regards,
Diego S.
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Guys it is very simple. I bought a new HDMI cable that supports 4K screen and it works like a charm.
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