Intel HD 620 shows video in one 4K monitor but not in the other.

[JDalt4]

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.

[n_scott_pearson]

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

[JDalt4]

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....

[idata]

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.

[JDalt4]

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"

...

[idata]

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.

[idata]

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.

[idata]

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.

[JDalt4]

Guys it is very simple. I bought a new HDMI cable that supports 4K screen and it works like a charm.