Intel HD Graphics 520 refuses to output 4K... sometimes.

[CMild]

Short Description:

I'm connecting my laptop to a 4K display via HDMI. Some of the time, it works fine, but other times, the graphics card/driver defaults to sending 1080p to the monitor, and doesn't display the options for higher resolutions. Does anyone know why this would happen or how to fix it? (Relevant system and monitor specs are included at the end of this message.)

Detailed Description:

As I said, sometimes it works fine, but sometimes I'll plug the monitor in and the graphics card will only send 1080p. When the issue is occurring and I look at the Intel HD Graphics Control Panel, I can see that the driver still knows the maximum resolution of the monitor:

but this resolution doesn't appear as an option in the settings drop-down, either within the Intel Control Panel:

...or in the Windows Control Panel:

When I view the monitor's properties under "Devices" in Windows and "List All Modes", Windows does not seem to know that the monitor is capable of 4K:

I tried setting a custom resolution of 4K for that monitor using the Intel Control Panel, which reluctantly seemed to work (it took a restart, I think), but I suffered a major RAM failure a few days later, which seemed to originate with the graphics card (the first sign of failure was the on-board screen flickering and becoming checkered before the computer became unresponsive). Because of that, I'm concerned that I could be damaging my hardware by setting a custom resolution through the Intel Control Panel, even if I'm setting a resolution that I know should work.

All my drivers are up-to-date, my HDMI 2.0 cable is able to support 4K, and I'm only using my on-board monitor or the external monitor, never both (so no cloning issues).

If this problem were always happening, then I'd try reinstalling Windows or flashing my BIOS, but the fact that it only happens some of the time makes me think that it's not the type of consistent problem that would come from issues at that level.

Does anyone have any clue how to fix this mess? I currently have a 4K monitor that I can't use, so I'd really appreciate your help. Thanks!

Computer:

Lenovo ThinkPad T460s (type 20F9-CT01WW)

OS: Windows 7 Pro (x64)

CPU: Intel core i7-6600U @ 2.60 Ghz

Graphics: Intel HD Graphics 520 (capable of outputting 4K via HDMI, specifically 3840 x 2160 30p Hz)

External Monitor:

LG 27UD68-P

(capable of displaying 3840 x 2160)

[idata]

Hello IntegratedGraphicsFail and StefanV,

I am sorry to hear issue persists even with latest driver. Have you tried creating a custom resolution on the Intel® Graphics Control Panel? Regards,Fred D.

[DUrza]

I'd be happy to create a custom resolution, considering I have a 4k screen.

What should the custom resolution be?

Thanks again,

Dugen.

[CMild]

I have tried that previously. I refer you to this portion of my very first post:

"I tried setting a custom resolution of 4K for that monitor using the Intel Control Panel, which reluctantly seemed to work (it took a restart, I think), but I suffered a major RAM failure a few days later, which seemed to originate with the graphics card (the first sign of failure was the on-board screen flickering and becoming checkered before the computer became unresponsive). Because of that, I'm concerned that I could be damaging my hardware by setting a custom resolution through the Intel Control Panel, even if I'm setting a resolution that I know should work."

I really don't want to risk my hardware again just to work around a driver problem that Intel should be able to fix, especially given that Intel's driver already destroyed a 16GB stick of RAM and cost me $130.

Do you have any other fixes, or do the developers have any further insight into the origin of this issue?

Thanks!

[CMild]

Dugen,

I would be very wary of setting custom resolutions. See my recent post.

The warning in front of the custom resolution option about the potential to damage your system is true. I lost a pretty expensive stick of RAM to a pretty epic failure within a few days of setting a custom resolution. The stick failed so badly that a bios-based mem-test utility couldn't even run without crashing.

Hopefully Intel gets this worked out soon!

[idata]

Hello all,

Our graphics drivers have been out for a long time and we are able to set 4k@60hz/30hz without issues on a wide variety of systems. The following are additional troubleshooting steps you may try:

• If any adapter/converter is being used, try using straight connections only (e.g. HDMI-to-HDMI).
• Check for BIOS updates so the vBIOS gets updated as well, reinstall Windows for OS specific problems.
• Look for a Monitor driver or firmware update if possible.

If the issue persists after trying the above, we recommend reporting this issue directly to your system manufacturer explaining to them that Intel has tested the generic drivers and thousands of customers are able to successfully configure 4K resolutions on systems that support it. Regards,Fred D.

[idata]

Hello all

I was wondering if you still need assistance regarding the 4k resolution issue. In case you still need assistance just let me know.Regards,Leonardo C

[DUrza]

Hello Leonardo,

Thanks for volunteering. My issue isn't so much with output, but with my native laptop screen not being able to handle H.265.e

Please refer to the thread that I started,

Difficulty playing UHD 4k (3840×2160) video

Thank you so much for your help,

Dugen

[CMild]

Hi Leonardo,

I definitely still need help. This issue still occurs sometimes, and nothing suggested in this thread has entirely stopped it from happening. Any suggestions that you have would be great. I think this thread explains the issue pretty well, but please feel free to ask if you have any questions.

Thank you for offering to help!

[idata]

Hello IntegratedGraphicsFail,

I was wondering if you were able to contact Lenovo* about this issue. There is a chance this might be hardware related problem. Lenovo* should be able to setup a lab with the exact same computer model in order for them to replicate the issue. Regards,Fred D.

[CMild]

Hi Fred,

I have not spoken to Lenovo about this issue because it's an issue with Intel firmware and drivers on Intel hardware. If Intel developers are able to set up a test environment in cooperation with Lenovo to figure out this, that would be great, but I'm not really in a position to coordinate testing between Intel and Lenovo.

It's a graphics problem, and all of the graphics hardware and software on this machine is Intel's, so I'm still hopeful that you guys will be able to figure this out!

[idata]

Hello IntegratedGraphicsFail,

The thing is that if Lenovo* is able to reproduce the issue in their lab with the exact same computer model they can report the issue to us internally. The best option would be contacting Lenovo* and ask them if they can setup a lab with the same computer model that you have. If they cannot reproduce the issue in their lab then the issue might be hardware related to your specific computer. Regards,Fred D.

[CMild]

OK. Who do I contact at Lenovo? I'm guessing that a specific troubleshooting request like this isn't going to a get a lot of traction with first tier tech support.

[idata]

Hello IntegratedGraphicsFail,

In case first tier tech support cannot setup the lab then they should be able to forward the case internally to appropriate department. Regards,Fred D.

[CMild]

OK, I'll get in touch with Lenovo. So that I can let them know who to speak with at Intel, could you tell me what development group has looked at the potential driver bug that I outlined in my original post?

Also, have any developers or QA testers been able to reproduce RAM failure caused by setting a custom-resolution setting? The timing and the type of failure is extremely suggestive that the process of setting a custom resolution is interacting with the back-end differently than the process of setting a normal resolution and is causing a fault that leads to RAM damage.

[idata]

Hello IntegratedGraphicsFail,

I contacted higher level of support internally and then they determined the best option would be contacting Lenovo*. Setting custom resolutions is something that may or may not cause system stability or damage to computer components. Altering modes may:

• Reduce system stability and useful life of the system and chipset
• Cause the chipset and other system components to fail
• Reduce computer performance
• Cause extra heat or other damage
• Affect system data integrity

This link will provide more information about Custom Resolutions https://www.intel.com/content/www/us/en/support/articles/000005540/graphics-drivers.html https://www.intel.com/content/www/us/en/support/articles/000005540/graphics-drivers.html Regards,Fred D.

[CMild]

Right, I've read all of the standard information on custom resolutions, and it barely needs to be said that setting a resolution that the hardware is not designed for could cause damage.

This situation is a bit different, though. The question is why setting a custom resolution that is apparently identical to a resolution that the video hardware is designed for would cause hardware failures.

Is that a failure that Intel's developers have been able to explain? I would be open to resolving the issue by setting a custom resolution if I could be sure that doing so would not damage my hardware again.

Also, what development group at Intel should I be directing Lenovo to when I hear back from them?

[idata]

Hello IntegratedGraphicsFail,

Setting a custom resolution, even though pixel count is the same as the native resolution, might generate issues as it overrides the information the display provides to the driver (i.e. EDID data) for optimum functionality and performance. There are advanced settings in the background that might cause the issues I mentioned in my previous response. There is no need for you to direct Lenovo* to a specific department of Intel; they should already have our contact information. Regards,Fred D.

[idata]

Hello IntegratedGraphicsFail,

I was wondering if you still need assistance regarding the 4k resolution issue. In case you still need assistance just let me know. Regards,Fred D.

[CMild]

Hi Fred,

Thanks for following-up. It has been a very busy week and I haven't had a chance to try your solution. I'm hoping to do so soon, and I'll let you know what the results are. Thanks again for your help!

[idata]

Hello IntegratedGraphicsFail,

I was wondering if you still need assistance regarding the 4k resolution issue. In case you still need assistance just let me know. Regards,Fred D.

[GHofm]

Dear Fred,

Following up on a 3 year old thread, but this is exactly the situation I'm facing with the same setup. Was there a resolution to this in the end?