Intel i3-9100 4k output lagging

[ELau01]

I recently bought an intel i3-9100. I found out that the screen is lagging when running on 4k output but everything is fine when running on other resolution. I have the latest update of the driver for UHD graphics 630 and all the setting are correct.

Seem like UHD graphics 630 can only support HEVC on 2k resolution only. Is there any fix?

[Maria_R_Intel]

Hello ELau01,

Thank you for posting in the Intel* Community forums.

Please, provide me with the following information:

1. What is the model number of the display?
2. How are you connecting the display to the motherboard? (HDMI, DP, adapters, etc.)
3. Could you please elaborate on the settings you are using? Do you mean the Intel®️ Graphics Command Center or a specific application? If possible, please provide screenshots.
4. Are you using video encoders?

Please run the following tool and attach the reports generated. 

•   Intel® System Support Utility (Intel® SSU) 

1. Download Intel® SSU.
2. 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". 
3. Click on the menu where it says "Summary" to change to "Detailed View". 
4. To save your scan, click on "Next", then "Save". 

• DXDIAG 

1. Go to Start > Run or Windows Key + R. 
2. On the Run prompt, type "dxdiag" then click OK. 
3. On the DirectX Diagnostic Tool window, click on Save All Information. 
4. Browse to a folder, type in a filename then click Save. 

Best regards,

Maria R.

Intel Customer Support Technician

[ELau01]

Hi MariaR_intel,

Thanks for your reply. Here are the answer to your questions.

1. What is the model number of the display? Sony A8F
2. How are you connecting the display to the motherboard? (HDMI, DP, adapters, etc.) Tried both HDMI and DP cable directly.
3. Could you please elaborate on the settings you are using? Do you mean the Intel®️ Graphics Command Center or a specific application? If possible, please provide screenshots. (attached above)
4. Are you using video encoders? No

Best Regards,

Eric

[ELau01]

Attached DxDiag

[Maria_R_Intel]

Hello ELau01,

Thank you for the information. Please follow the next steps:

• We recommend you to update Windows* 1909 November 2019 to the build 18363,

Try a clean installation of the drivers:

Try with the Original Equipment Manufacturer (OEM) driver:

1. Download the OEM driver version 26.20.100.6911
2. Disconnect from the Internet.
3. Uninstall the generic DCH drivers via Start > Settings > Apps & Features.
4. Uninstall the (DCH) Intel® Graphics Control Panel via Start > Settings > Apps & Features. 
5. Restart the computer.
6. Reconnect to the Internet.
7. Go to Device Manager > Right-click on "Intel® HD Graphics" or "Microsoft Basic Display Adapter".
8. Select "Update Driver".
9. Install the driver previously downloaded.
10. Restart the computer.
11. Verify if the driver is installed in Device Manager.

• If the issue persists, try the same steps with the generic driver from Intel* version 27.20.100.8190

• If the issue is not resolved, did it work before, and now it doesn't work? If yes, has anything changed on the computer since that time?
• Please attach a short video showing the issue you are experiencing. We would like to know if the screen (Windows) or specific applications fails to run in 4K resolutions.

Best regards,

Maria R.

Intel Customer Support Technician

[Maria_R_Intel]

Hello ELau01,

Were you able to check the previous post?

Let me know if you need more assistance. 

Best regards,

Maria R.

Intel Customer Support Technician

[ELau01]

Hi Maria,

Thanks for your follow up. The problem was solved by the latest update of the display driver and changing different decoding method.

When MadVR was used, there is no "Video processing" and "3D process" is 100% utilization that caused the video lagging. After changing to MPC video renderer, "3D process" is around 40% utilization and "Video processing" is working too.

Best Regards,

Eric

[Maria_R_Intel]

Hello ELau01,

We are glad to know that the issue was resolved. If you need further assistance, please let us know. We will be glad to help you.

Best regards,

Maria R.

Intel Customer Support Technician