Community
cancel
Showing results for 
Search instead for 
Did you mean: 
JDalt4
Beginner
2,771 Views

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

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.

0 Kudos
8 Replies
n_scott_pearson
Super User Retired Employee
288 Views

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
Beginner
288 Views

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
Community Manager
288 Views

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
Beginner
288 Views

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
Community Manager
288 Views

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
Community Manager
288 Views

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
Community Manager
288 Views

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
Beginner
288 Views

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

Reply