Intel(R) HD Graphics 520 randomly stopped displaying 5120 x 1440 resolution

[JRocha]

Odd behavior that I haven't been able to resolve.

When I first purchased the monitor a month ago, upon the initial hook up the 5120x1440 resolution wasn't working. A simple restart of the laptop resolved the issue. Today I noticed that it was no longer displaying at 5120x1440, instead it is set to 3840x1080 (Recommended) and the option for 5120x1440 is missing.

Current driver is 30.0.101.1338, I tried updating 31.0.101.2115 with no luck and have since reverted to the 30.0.101.1338 driver.

I've also noticed that the screen now goes dark for a second and back on...almost like it was disconnected. This only started happening in the last few minutes and happens every 2-4 minutes.

The machine is rather old, it is a Dell Latitude e5470 running Intel i5-6300U CPU. However, as mentioned, it was working perfectly. Not sure if the current driver and even the newer v31 may be the cause.

Any help would be greatly appreciated!

Cheers!

[FrancisP_Intel]

Hello JRocha,

Thank you for posting in Intel Communities. Intel product is already in our End of Interactive Support. We no longer provide interactive support for this product via telephone, e-mail, chat, or Intel Support through Community. Please wait until another user posts their comments in this thread for further assistance. We greatly appreciate your understanding on this matter.

Best regards,

Francis Ryan P.

Intel Customer Support Technician

[Senkuchan]

I recommend performing a clean installation of the graphics drivers. Consider reinstalling graphics driver version 31.0.101.2115 or the DELL-specific driver version 30.0.101.1338 to ensure optimal performance. Additionally, could you provide the make and model of your monitor, as well as the type of connection you are utilizing?

For more information, you can check the following links:

Troubleshooting Issues with Multiple Displays - https://www.intel.com/content/www/us/en/support/articles/000054859/graphics.html

Clean Installation of Intel® Graphics Drivers in Windows* - https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

[JRocha]

Thanks for your recommendations. Unfortunately, no luck.

I performed a clean install of both drivers you linked and still the 5120x1440 resolution did not appear as an option.

The monitor I'm using is an LG Ultragear 45GR65DC. I've gone as far as trying different cable connections, and nothing. I'm currently connected with an HDMI cable, same cable that is allowing the 5120x1440 resolution on another machine and the same one that was used when it was displaying the 5120x1440 resolution.

My research tells me that this Dell laptop does support the 5120x1440 resolution, and of course I can confirm that since it was working.

The most frustrating part is this was working fine just days prior to my original message. 

[MUC]

Please run the Intel System Support Utility for Windows and perform a scan for all options. Attach the output file here.

Please also create a Report for Intel Graphics Drivers and attach the file here.

[JRocha]

Hi MUC,

I've attached both docs.

[MUC]

The laptop is a Skylake platform with HDMI 1.4 (9 Gbps). The graphics card driver only reads one extended resolution from the monitor via the HDMI cable: 3840 x 1080.

LG UltraGear 45GR65DC has a native resolution of 5120 x 1440 @ 200 Hz 10-bit (2x HDMI 2.1, 1x DisplayPort 1.4). This requires a data rate that can only be achieved with Display Stream Compression (DSC). The user manual in the appendix lists 60 Hz as the lowest refresh rate, as well as the Extended Display Identification Data (EDID) that is read via the HDMI cable.

5120 x 1440 @ 30 Hz 10-bit RGB would theoretically fit into the available bandwidth at 8.7 Gbps.

What happens if you change the HDMI setting on the monitor to "2.1 (PC)"?

If you have changed the monitor setting, please create a new Report for Intel Graphics Drivers and attach the file here.

[JRocha]

Unfortunately, no luck.

The input was already set to PC. I tried switching between AV and PC with on luck, also attempted the 30hz setting, no luck there either.

Unfortunately, I can't identify what caused the issue. Like I mentioned, it was working previously, I'm not sure if it was after a Windows update or video driver update. But that's when I noticed the change in resolution and the inability to select 5120x1440.

I'll try to find old drivers and give those a go.

[MUC]

If the monitor is already set to "2.1 (PC)" then it is surprising that the driver does not read this. Please run EDID-test.exe. This will create a file named "test.txt" in the same folder. Please attach this txt file here.

[JRocha]

Hey! Here's what the EDID test spit out.

[JRocha]

Quick update.

I found an older driver (21.20.16.4627), driver date 2017-03-09.

This driver package all included the older Intel HD Graphics Control Panel that allowed me to input a custom resolution. I was able to create the 5120x1440 30hz profile. I attempted 60hz but it said it exceed the bandwidth.

Just so I'm certain, the Skylake platform cannot run the 5120x1440 60hz, correct? Is this the 5120x1440 30hz the best I can do?

Also, the updated Intel Graphics Panel, does that allow to create a custom resolution. I'm having a hard time recalling. If it does, I can update again and just create the custom resolution.

thanks!

[Senkuchan]

Try nstalling the Intel® Graphics Command Center (Beta), then go to Display > General > Resolution > Click the + icon to create a custom profile.

Here’s the link: https://apps.microsoft.com/detail/9nmr79ztjftc?hl=fr-bj&gl=BJ

[MUC]

The result of the EDID test only returns a 128-byte block. This is odd, as the monitor must be sending a larger EDID. If you have time, you can run the EDID test again on your other machine. The result would be interesting.

Nevertheless, the resolution achieved now is the most reasonable maximum for the Skylake laptop. If it works like this, you can leave it as it is.

5120 x 1440 @ 30 Hz RGB 8-bit CVT-RB = 68 % bandwidth usage (stable)

@ 43 Hz RGB 8-bit CVT-RB = 98 % (no standard refresh rate with possible problems in Windows apps)

@ 60 Hz RGB 8-bit CVT-RB = 138 %