Intel UHD Graphics 620 cannot detect 3rd monitor

[mickymis]

Hello, 

I hope you guys can help me with this. 

I have a problem with connecting the third monitors. I have a Dell laptop using Intel UHD Graphics 620. I tried connecting 2 external monitors with my laptop and docking station by 1 HDMI plug into the Dell Dock station and 1 in my laptop but could not detect the 3rd monitor. 

I have tried so much and the graphics are up to date. I read so many threads online and tried but none of them works. 

Thank you so much for all your help!

[Jean_Intel]

Hello mickymis,

Thank you for posting on the Intel️® communities.  

In order to have a better understanding of your issue, please provide me with the following:

• When did the issue start?
• Is your laptop a Dell computer or a Lenovo? You mentioned in your post that it was a Dell system; however, the screenshot you provided states that the system is a Lenovo laptop.
• You mention that you are connecting 3 monitors. Does it mean that you are using the embedded laptop display with two additional monitors?
• Are you using any type of adapters besides the docking station?
• Can you try connecting the monitor directly to the computer?
• To have a much better understanding of the environment of your system, please provide me with the following reports:

• Intel®️ System Support Utility (Intel®️ SSU)  
  • Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html)
  • 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 it to "Detailed View." 
  • To save your scan: click on "Next"; then "Save." 

• Intel® Graphics Command Center:
  • Open the Intel Graphics Command Center
  • Navigate to the Support tab
  • Select System Diagnostic
  • Click Generate Report
  • Select Save and name the output file.

Best regards, 

Jean O.  

Intel Customer Support Technician

[mickymis]

I just realized the issue when I tried to set up my work station. Sorry for confusing you. My dock station is Dell but my Laptop is Lenovo. Yes, you are right I will use the embedded laptop display with two additional monitors. Yes I do, I use 1 adapters transfer from HDMI to USB type c. I tried to connect the monitors directly with HDMI and adapter but it doesn't work. Either of them is unable to detect/connect.

Thank you, 

Andrew

[Jean_Intel]

Hello mickymis,

Thanks for your response.

The information you provided has been helpful; however, I want to confirm some information:

• Looking at the reports, I noticed that the graphics drivers are detecting only one monitor (LG ULTRAWIDE). So I want to know what is the model of the second monitor.
• What is the resolution and refresh rate you are trying to set for the monitors?
• Is the issue present on the same display? What happened if you try using the monitors in a different order?

Also, I noticed that you have installed the latest Intel Driver. However, keep in mind that there are two different types of drivers, generics provided by Intel and Equipment Manufacturer drivers, that are customized to work with each specific system. The best thing to do is to use the drivers provided by the system manufacturer (OEM). To install it, you should try installing it following the clean installation of the driver:

1. Download the latest DCH drivers and save them on the computer (30.0.101.1692): https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/thinkpad-t-series-laptops/thinkpad-t490s-type-20nx-20ny/downloads/driver-list/component?name=Graphics%20Processing%20Units%20%28GPU%29%20and%20Server-AI%20Accelerators

2. Disconnect from the Internet so no new drivers are automatically installed by Windows Update. 

3. Uninstall the driver and the Intel Graphics Command Center and driver from Apps and Features. 

4. Restart the computer. 

5. Confirm in Device Manager > Video Adapters that the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4. 

6. If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Apps and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager: 

1. Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device' 

2. In the pop-up window make sure 'Delete the driver software for this device' is checked. 

3. Click on 'Uninstall'. 

4. Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter') 

7. Install the DCH drivers that were downloaded in step 1 Restart the computer. 

Reconnect to the Internet. 

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello mickymis,

I hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards, 

Jean O.  

Intel Customer Support Technician

[mickymis]

Hi Jean, 

My apologies for the delayed reply. the problem is solved. I bought another dock which has 2 HDMI inputs and it works now. 

Thank you so much for your help! I appreciate your support!

Andrew

[Jean_Intel]

Hello mickymis,

I am glad to know you found a solution for your issue, since the thread is solved I will close it now. Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.  

Best regards, 

Jean O.  

Intel Customer Support Technician