Intel Iris Plus Graphics not working with Kramer HDMI Switch

[ml8675309]

I have a Dell Inspiron 3793 Laptop with Intel Iris Plus Graphics (Windows 10).  The HDMI port on the laptop is not working when connected to a Kramer VP 734 HDMI Switch.  Here's some troubleshooting done so far:

1) Verified the HDMI port on the laptop in question works fine with other HDMI devices.  It works fine connected to TVs, Monitors etc..

2) Verified that other laptops work when connected to the same Kramer VP 734 Switch.  We have tested several different laptops, and no other laptops have any problems.

3) Updated the  Intel Iris Plus Graphics Drivers to latest recommend by Dell.  Also tried very latest version from Intel.  Also tried rolling back a couple versions.  No changes.

4) Tried different HDMI cables when connecting to the switch.

5) Rebooted the laptop, rebooted the HDMI switch.  Did all Windows Updates on the laptop. BIOS updates on the laptop.

6) Connected a USB DisplayLink HDMI adapter to the laptop in question, and connected it to the HDMI Switch - and this worked fine.  So the problem is unique to when using the Intel Iris Plus Graphics driven HDMI port.

I think that summarizes most of what we have tried thus far, but it leaves us at the problem of a unique problem between this laptop with the  Intel Iris Plus Graphics and the Kramer HDMI switch.  We have also reached out to the vendor of the HDMI Switch for any suggestions they have.

When the HDMI port is connected to the switch, the laptop does recognize that the device is plugged in. It even recognizes that it is a VP 734 switch. But it will not allow us to activate the display at all.  When other HDMI devices are connected they activate immediately.  When we go to the Display Settings in Windows and attempt to activate the display we get a generic error message saying "The Display Settings Could Not Be Saved".  This error has been constant throughout all our troubleshooting above, no change in that behavior at all.

[Maria_R_Intel]

Hello ml8675309,

Thank you for posting on the Intel* Community.

We will ask you for more information to check on this, but just keep in mind that you are using a highly customized device from Dell, in this case, Intel* just provides the CPU in stock settings and we do not have control or information about the other components or the features the Equipment Manufacturer added or limited. Meaning that we cannot confirm guarantee that the setup will work, it may fail due to bandwidth, incompatibility, or hardware limitation.

Please provide us the below information:

• Provide models of the other laptops' tested, or at least the graphics card and driver you were using.
• Provide the specific version of the drivers you tested.

Please run the following tool in Windows* and attach the report generated. 

Intel® System Support Utility (Intel® SSU) 

• Intel® SSU Download
• Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

With the Kramer* connected, provide the Intel* Graphics Command Center report:

>Go to the Intel Graphics Command Center

>Support

>System Diagnostic

>Generate report.

>Attach the report file.

Best regards,

Maria R.

Intel Customer Support Technician

[ml8675309]

Information Requested:

• Provide models of the other laptops' tested, or at least the graphics card and driver you were using.

We've tested with several different devices, including:

MSI ROG, with NVidia GeForce GTX 1050

Dell Latitude 5480 with Intel Intel-UHD-Graphics-Driver 

Other various Dell laptops that I don't have specs handy for

• Provide the specific version of the drivers you tested.

We tried the following versions:

Dell Recommended Driver:   26.20.100.7870

Latest from Intel: 27.20.100.8783

Older Version:   26.20.100.7985 

The two requested reports are attached.

[Maria_R_Intel]

Hello ml8675309,

Thank you for the information provided.

I will proceed to check this internally. I'll post back on this thread as soon as I receive any updates.

Best regards,

Maria R.

Intel Customer Support Technician

[Maria_R_Intel]

Hello ml8675309,

Thank you for patiently waiting.

I checked this internally, unfortunately, Intel cannot commit to compatibility with all devices out there, we recommend straight connections and perhaps try a different device.

Also, keep your drivers up to date since we are constantly delivering updates that might improve compatibility over time.

We highly recommend you contacting Kramer* so they may assist you to confirm the compatibility and updates available for your product. On the other hand, we also recommend you contacting Dell* since you are using a highly customized device (laptop) they may provide you with the most accurate information about their product, Intel* just provides the CPU in stock settings, and we do not have control over the customizations or components of the whole system design.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[Maria_R_Intel]

Hello ml8675309,

We have not heard back from you, so we will close this thread.If you need any additional information, please submit a new question as this thread will no longer being monitored.

Best regards, 

Maria R.  

Intel Customer Support Technician