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Intel Integrated Iris Incompatible With Promethean Boards (HDMI)

BMillis
Beginner
359 Views

There seems to be some incompatibility between Intel Iris Integrated Graphics and Promethean Boards (Model AP7-B75-02) with an HDMI connection. At best I have a connection that flickers to no signal (depending on drivers) and at worst there is no signal at all. Our district bought 2 models of HP laptops for this year. The HP ProBook 450 G8 with these issues, and the HP 255 G8 which works fine. I was wondering if anyone was aware of this issue and if there are any solutions?

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1 Solution
BMillis
Beginner
314 Views

We've resolved the issue. The newer laptops default to a 60 Hz refresh rate but Promethean boards only seem to support 30 Hz. We changed the refresh rate in the display settings when connected with a laptop and that fixed our issue.

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4 Replies
AndrewG_Intel
Moderator
340 Views

Hello @BMillis

Thank you for posting on the Intel® communities.


In order to check this further, could you please provide the following information?

1- We understand that you recently bought this laptop. Just to make sure, did the system work fine before? Or are you experiencing this issue since the first day that you have had this combination? (HP* ProBook 450 G8 Notebook + Promethean Board)

2- If this combination worked fine before at any moment, were there any recent hardware or software changes that might relate to the point when the issue started? (For instance, Windows®, driver, BIOS, or software updates?)

3- Is the issue observed using the customized drivers from HP*? Please provide details and the driver versions that you have tested as a reference.

4- Are you using a straight-through connection HDMI-to-HDM with a single cable to connect the computer and the board? Or are you using any type of video adapters, converters, or dockings, HDMI® extenders/extension cables? Please provide details.

5-Report for Intel® Graphics Drivers following the steps on the link. Please make sure the board in question is connected to the computer when generating the report.


6- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

  • Download the Intel® SSU and save the application on your computer
  • Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
  • To save your scan, click Next and click Save.
  • Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
318 Views

Hello BMillis

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.


Best regards,

Andrew G.

Intel Customer Support Technician


BMillis
Beginner
315 Views

We've resolved the issue. The newer laptops default to a 60 Hz refresh rate but Promethean boards only seem to support 30 Hz. We changed the refresh rate in the display settings when connected with a laptop and that fixed our issue.

AndrewG_Intel
Moderator
287 Views

Hello BMillis

Thank you for your response. We are glad to know that you managed to solve the issue and thank you for sharing these details; hopefully, this may help other community peers experiencing similar behavior.

Since the thread has been marked as "Solved" we will proceed to close it now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

 

Best regards,

Andrew G.

Intel Customer Support Technician

 

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