Intel UHD, Intel I5 10th and 21:9 aspect ratio monitor

[SebastienGagne]

We have a laptop with an intel I5 10th gen. with a Samsung S24C654U monitor (21:9 aspect ratio).

We're unable to set the resolution, it's stuck to 1280 x 768.  All the windows update are done, my graphic card is updated.  We tried the software from samsung.  I tried a laptop with the same kind of graphic but newer processor and it work perfectly.  

Is this possible the Intel UHD with processor 10th gen and lower are unable to work with 21:9 aspect ratio?

Thanks

[Catulpos_Intel]

Hello SebastienGagne,

Thank you for posting in Intel Communities.

I understand that you have issues with regards to your external monitor set up and for us to assist you effectively and provide you with an accurate resolution that fits your situation, please provide the following information.

·       Provide the SSU logs. You can check this article, How to get the Intel® System Support Utility Logs on Windows* for your complete guide on how to get the said file and attach it here.

·       Which port is the monitor connected to?

·       Aside from the things mentioned above, what are the other steps taken to troubleshoot the issue?

We will be waiting for your response. Thank you and have a nice day!

Best regards,

Catulpos_Intel

Intel Customer Support Technician

[VonM_Intel]

Hi, SebastienGagne.

We hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Von M.

Intel Customer Support Technician

[SebastienGagne]

Here the report, we tried two different driver, did all the update but always the same result, we're stock a 1280 x 768

[Catulpos_Intel]

Hello SebastienGagne,

We are sorry to hear that you were unable to adjust the resolution of your external monitor to your desired resolution and rest assured that we are here to assist you.

We thoroughly checked the SSU logs you provided, and we can verify that you updated your driver to its latest OEM (Original equipment Manufacturer) driver. Also, kindly be informed that the maximum resolution for your processor graphics for HDMI output is at 4096 x 2304@24Hz. For your complete reference you can see your processor specification on this link, Intel Core i510210U Processor 6M Cache up to 4.20 GHz Product Specifications.

Before we proceed, please note that this is an OEM device, we will try to assist you with general troubleshooting steps even if it’s something not traditionally covered in our support. However, if the issue still persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

Since you mentioned that you were unable to adjust the resolution and aspect ratio, please try to update your graphics driver to an Intel generic one, to version 31.0.101.2125, and let me know if the resolution and aspect ratio can be adjusted.

Should the issue persist, please provide the following information:

·       Is the mentioned monitor working normally on your Lenovo laptop before? If it is, any recent hardware or software changes made before this issue happened?

·       What was the make and model of the laptop used in testing? Kindly indicate the make and model of its processor as well.

Waiting for your response. Thank you and have a nice day!

[Catulpos_Intel]

Hello SebastienGagne,

I just want to check if you were able to view the message we posted and do let us know if you need more time to complete the action we recommended above.

Thank you and have a nice day!

Best regards,

Catulpos_Intel

Intel Customer Support Technician

[Catulpos_Intel]

Hello SebastienGagne,

I hope you are doing well today.

Since we have not received any response from you, we will now go ahead and close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Thank you for understanding and have a wonderful day ahead!

Best regards,

JCatulpos

Intel Customer Support Technician