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

CMild · ‎09-17-2017

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 · ‎09-18-2017

Hello IntegratedGraphicsFail,

I understand that sometimes the graphics card refuses to output 4K resolution.

Let me apologize for any inconvenience this issue may be causing to you.

I would like you to try completely removing the graphics driver and then reinstalling it. Please download the graphics driver that is on this link https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip

As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the driver with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

I would like you to also try installing the monitor driver. You can download it from this link http://www.lg.com/us/support/software-firmware-drivers http://www.lg.com/us/support/software-firmware-drivers

If issue persists please reply to this email attaching the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Regards,

Fred D.

CMild · ‎10-15-2017

Hi Fred,

I tried uninstalling and reinstalling the graphics driver, but the problem has persisted. I've pasted in the output file from the Intel System Support Utility. What would you suggest? Thank you!

# SSU Scan Information

Scan Info:

Version:"2.5.0.12"

Date:"10/16/2017"

Time:"00:00:32.7900002"

# Scanned Hardware

Computer:

BaseBoard Manufacturer:"LENOVO"

BIOS Mode:"UEFI"

BIOS Version/Date:"LENOVO N1CET45W (1.13 ) , 06/02/2016 12:00 AM"

CD or DVD:"Not Available"

Embedded Controller Version:"1.9"

Platform Role:"Mobile"

Processor:"Intel(R) Core(TM) i7-6600U CPU @ 2.60GHz , GenuineIntel"

Secure Boot State:"Not Available"

SMBIOS Version:"2.8"

Sound Card:"Realtek High Definition Audio"

Sound Card:"Intel(R) Display Audio"

System Manufacturer:"LENOVO"

System Model:"20F9CTO1WW"

System SKU:"LENOVO_MT_20F9_BU_Think_FM_ThinkPad T460s"

System Type:"x64-based PC"

- "Display"

Intel ® Graphics Driver Version:"1.7.34.0"

- "Intel(R) HD Graphics 520"

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 520"

Link:" http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+520"

CoInstallers:"igfxCoIn_v4678.dll, CoDeviceInstall"

Color Table Entries:"4294967296"

Dedicated Video Memory:"Not Available"

Driver:"igdkmd64.sys"

Driver Date:"05/16/2017 08:00 PM"

Driver Path:"C:\windows\system32\DRIVERS\igdkmd64.sys"

Driver Provider:"Intel Corporation"

Driver Version:"21.20.16.4678"

INF:"oem27.inf"

INF Section:"iSKLD_w7"

Install Date:"Not Available"

Installed Drivers:"igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igdumdim32,igd10iumd32,igd10iumd32"

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_1916&SUBSYS_223317AA&REV_07\3&E89B380&0&10"

Power Management Capabilities:"Not Available"

Power Management Supported:"Not Available"

Refresh Rate - Current:"30 Hz"

Refresh Rate - Maximum:"60 Hz"

Refresh Rate - Minimum:"29 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):"14.38 GB"

Physical Memory (Installed):"20 GB"

Physical Memory (Total):"19.87 GB"

- "BANK 0"

Capacity:"4 GB"

Channel:"ChannelA-DIMM0"

Data Width:"64 bits"

Form Factor:"SODIMM"

Interleave Position:"Not Available"

Manufacturer:"0000"

Memory Type:"Unknown"

Part Number:"Not Available"

Serial Number:"00000000"

Status:"Not Available"

Type:"Synchronous"

- "BANK 2"

Capacity:"16 GB"

Channel:"ChannelB-DIMM0"

Data Width:"64 bits"

Form Factor:"SODIMM"

Interleave Position:"Not Available"

Manufacturer:"04CD"

Memory Type:"Unknown"

Part Number:"F4-2133C15-16GRS"

Serial Number:"00000000"

Status:"Not Available"

Type:"Synchronous"

- "Motherboard"

Availability:"Running or Full Power"

BIOS:"Phoenix BIOS SC-T v2.1, LENOVO - 0"

Caption:"Motherboard"

- "Chipset":"Intel(R) 100 Series"

Link:" http://www.intel.com/content/www/us/en/search.html?keyword=100+Series"

Date:"06/01/2016 08:00 PM"

Install Date:"Not Available"

Last Error Code:"Not Available"

Last Error Code Description:"Not Available"

Manufacturer:"LENOVO"

Model:"Not Available"

Part Number:"Not Available"

...

idata · ‎10-16-2017

Hello IntegratedGraphicsFail,

Thanks for the additional information you sent to me.

I would like you to try installing some other drivers in a specific order.

Please install this driver first, and then restart the computer https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS111965 https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS111965

Install this other driver, and then restart the computer one more time https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS112240 https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS112240

Please uninstall current graphics driver, and then reinstall the graphics driver Lenovo* has validated for your specific computer model. On the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver that is on this link https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS119534 https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS119534

If issue persists I would like you to try updating the BIOS of the computer. The BIOS your computer currently has installed is an old version. There are several BIOS updates available for your computer. Please contact Lenovo* so they can let you know the best way to install latest BIOS on your computer. you can download BIOS updates from this link https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS112117 https://pcsupport.lenovo.com/cr/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-T-SERIES-LAPTOPS/THINKPAD-T460S/20F9/downloads/DS112117

Let me know if issue persists or not.

Regards,

Fred D.

idata · ‎10-23-2017

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.

DUrza · ‎11-25-2017

Hello Fred,

I'm having a similar issue. 4k mkv files are choppy. Can you help me please?

What info would you like to have?

Dell Inspiron 15 7568

4k screen

core i7

8gb RAM

Thanks so much for your time and attention to this matter.

Dugen

idata · ‎11-27-2017

Hello Dugen,

Thank you for joining the thread.

In order to assist you better with the specific problem you are having in your computer I recommend creating a new thread. Please make sure you add all of the details of your computer so we can get more information about the problem.

Regards,

Fred D.

CMild · ‎11-27-2017

Hi Fred,

So, the issue didn't happen again for a little while (it's always been a somewhat intermittent problem), so I wasn't able to test if your fixes worked. The problem is now occurring again, and continues to occur even with all your fixes implemented. Additionally, I'm now also having an issue where online videos (e.g., Youtube) run at 5 or 8 FPS with no sound, and sound won't play on the machine at all (even local MP3 files) until I restart. I don't know if this new problem is associated with any of these fixes, but I suspect that it's somehow graphics related.

If you have any other solutions to my persisting resolution problem and my new video problem (which is also intermittent) I would really like to hear them! Thank you!

To help you figure out why this is still going on, here's a new dump from the SSU:

# SSU Scan Information

Scan Info:

Version:"2.5.0.12"

Date:"11/28/2017"

Time:"00:00:32.9458002"

# Scanned Hardware

Computer:

BaseBoard Manufacturer:"LENOVO"

BIOS Mode:"UEFI"

BIOS Version/Date:"LENOVO N1CET60W (1.28 ) , 09/26/2017 12:00 AM"

CD or DVD:"Not Available"

Embedded Controller Version:"1.11"

Platform Role:"Mobile"

Processor:"Intel(R) Core(TM) i7-6600U CPU @ 2.60GHz , GenuineIntel"

Secure Boot State:"Not Available"

SMBIOS Version:"2.8"

Sound Card:"Realtek High Definition Audio"

Sound Card:"Intel(R) Display Audio"

System Manufacturer:"LENOVO"

System Model:"20F9CTO1WW"

System SKU:"LENOVO_MT_20F9_BU_Think_FM_ThinkPad T460s"

System Type:"x64-based PC"

- "Display"

Intel ® Graphics Driver Version:"21.20.16.4590"

- "Intel(R) HD Graphics 520"

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 520"

Link:" http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+520"

CoInstallers:"igfxCoIn_v4590.dll, CoDeviceInstall"

Color Table Entries:"4294967296"

Dedicated Video Memory:"Not Available"

Driver:"igdkmd64.sys"

Driver Date:"01/17/2017 07:00 PM"

Driver Path:"C:\windows\system32\DRIVERS\igdkmd64.sys"

Driver Provider:"Intel Corporation"

Driver Version:"21.20.16.4590"

INF:"oem27.inf"

INF Section:"iSKLD_w7"

Install Date:"Not Available"

Installed Drivers:"igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igdumdim32,igd10iumd32,igd10iumd32"

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_1916&SUBSYS_223317AA&REV_07\3&E89B380&0&10"

Power Management Capabilities:"Not Available"

Power Management Supported:"Not Available"

Refresh Rate - Current:"30 Hz"

Refresh Rate - Maximum:"60 Hz"

Refresh Rate - Minimum:"29 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):"15.35 GB"

Physical Memory (Installed):"20 GB"

Physical Memory (Total):"19.86 GB"

- "BANK 0"

Capacity:"4 GB"

Channel:"ChannelA-DIMM0"

Data Width:"64 bits"

Form Factor:"Unknown"

Interleave Position:"Not Available"

Manufacturer:"0000"

Memory Type:"Unknown"

Part Number:"Not Available"

Serial Number:"00000000"

Status:"Not Available"

Type:"Synchronous"

- "BANK 2"

Capacity:"16 GB"

Channel:"ChannelB-DIMM0"

Data Width:"64 bits"

Form Factor:"SODIMM"

Interleave Position:"Not Available"

Manufacturer:"04CD"

Memory Type:"Unknown"

Part Number:"F4-2133C15-16GRS"

Serial Number:"00000000"

Status:"Not Available"

Type:"Synchronous"

- "Motherboard"

Availability:"Running or Full Power"

BIOS:"Phoenix BIOS SC-T v2.1, LENOVO - 0"

Caption:"Motherboard"

Chipset:"Not Available"

Date:"09/25/2017 08:00 PM"

Install Date:"Not Av...

idata · ‎11-28-2017

Hello IntegratedGraphicsFail,

I am sorry to hear you are still having issues with your computer.

I would like you to try installing newer version of the graphics driver. You can download it from this link https://downloadmirror.intel.com/27266/a08/win64_15600.4849.zip https://downloadmirror.intel.com/27266/a08/win64_15600.4849.zip

As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the driver with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

Let me know if issue persists or not with that graphics driver.

Regards,

Fred D.

CMild · ‎12-03-2017

I tried to install the driver that you linked to after uninstalling the existing driver. Windows couldn't install it, probably because it's the completely wrong driver (it's apparently a Windows 10 driver)!

I then spent 20 minutes trying to download a serviceable driver while viewing the internet in 640x480, because you had told me to delete the existing driver.

I'm now back to driver version 21.20.16.4550 (dated 11/11/2016), and the problem is still persisting.

Do you have any idea what's causing this? I'm getting pretty frustrated.

idata · ‎12-06-2017

Hello IntegratedGraphicsFail,

I sent to you a private message. Please check your inbox.

Regards,

Fred D.

DUrza · ‎12-09-2017

Hello Fred,

I too had been following this thread, as I am having a similar issue. I'd love to know what, if anything, has been discovered?

Thank you for your time and attention,

Dugen

idata · ‎12-12-2017

Hello IntegratedGraphicsFail,

We recently released newer version of the graphics driver and I would like you to give it a try. You can download the driver from this link https://downloadmirror.intel.com/27360/a08/win64_15.45.23.4860.zip https://downloadmirror.intel.com/27360/a08/win64_15.45.23.4860.zip

Please install the driver using the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

Let me know if issue persists or not.

Regards,

Fred D.

CMild · ‎12-13-2017

Thanks for letting me know, I'll try the new driver soon.

In the meantime, could you post some written instructions on how exactly you want me to uninstall the old driver and install the new one? (That Youtube video is terrible. It's almost too small to read on my screen, has no narration, and is just generally a mess. If you want the install done a specific way, written instructions would be much clearer and easier to use.)

Thanks!

SVeit · ‎12-14-2017

Hello,

having the same issue here and would like to give the new driver a try.

Clicking on the provided link is giving me an error message saying:

"You are attempting to leave a secure area. This URL ' https://downloadmirror.intel.com/27360/a08/win64_15.45.23.4860.zip'. is not on Intel's approved white list of domains. If you believe this is a mistake please contact (mailto:Peterx.dulsky@intel.com Peterx.dulsky@intel.com)"

Could you please provide a working download link.

Thanks and best regards, Stefan.

CMild · ‎12-14-2017

Hi Stefan,

I had the same problem (Apparently the people who manage the different parts of Intel's website don't talk to each other).

Just copy and paste the text of the link location instead of trying to click it. It should work.

idata · ‎12-14-2017

Hello IntegratedGraphicsFail,

There is no need for you to uninstall current version of the graphics driver.

You can reinstall the graphics driver with the following steps:

Unzip the win64_15.45.23.4860.zip file to a folder on your Desktop.
Click on Start button, type in devmgmt.msc, and press Enter.
In Device Manager, double click on Display Adapters, right click on Intel HD Graphics 520, and click on "Update Driver Software…".
Click on "Browse my computer for driver software".
Click on "Let me pick from a list of device drivers on my computer".
Click the "Have Disk…" button.
Click the "Browse" button.
Browse to the folder that has the unzipped graphics driver (should be on the Desktop), double click on the win64_15.45.23.4860 folder, double click the Graphics folder, double click the igdlh64.inf file, then click OK.
Click Next button.

After that you should get a window that says "Installing driver software".

Let me know if issue persists or not.

Regards,

Fred D.

SVeit · ‎12-15-2017

Hello,

finally I was able to download the driver with the hint of " IntegratedGraphicsFail".

The driver update was succesful but it is still not offering the 4k resolution for my external monitor a Samsung U28D590.

Any idea how to solve this?

Thanks Stefan.

CMild · ‎12-15-2017

I installed the new driver successfully (Driver Version 21.20.16.4860), but my issue is persisting. I'm still stuck in 1920 x 1080 at the moment.

What's your next suggestion?

CMild · ‎12-15-2017

I don't know if this information helps your developers figure out where to look for the underlying problem, but I have noticed that shutting the computer down and leaving it off for 5 or 10 minutes seems to resolve this issue temporarily (until the next time it randomly occurs on resume or startup).

I say "seems" because I only recently noticed this possible resolution and the problem occurs intermittently, so I have only tested this stop-gap solution twice, but it worked both times.

Does that help you figure out what might be wrong with the driver?

DUrza · ‎12-15-2017

Well Fred, at least a little good news.

My issue is with stuttering while playing 4k .mkv files on my laptop screen. The new driver seems to have made an improvement. Maybe it's just wishful thinking, but the stuttering seems to be less (though still unwatchable). In addition, previously VLC couldn't really play the video at all, and now it plays a really stuttered version of the video, but better than before.

To recap, I think it's better but it is still unwatchable.

Thanks for your time, and please let me know if further progress is made.

Dugen