Iris XE hdmi problem on 13900H

[Wallace0248]

I am using a Samsung Galaxy Book3 Ultra,here is the spec:

CPU:I9-13900H

VGA:
Intel iris Xe Graphic
Nvidia RTX 4070 Laptop

The step which causethe problem is:

-Once turn on the Laptop on build in display,then let the laptop get in to sleep mode.

-Plug in the HDMI to external moniter and display on external monitor only.

-Turn on the laptop.

After the step above,the external monitor colour usually become pale.Unless I disable the Xe graphic manually on Devive manager in control panel or boot the laptop with extermal monitor.

I have checked the monitor setting and intel control panel setting,everything is fine

any solution in this case?

Thanks

[Stefan3D]

Do you use the driver provided by Samsung's custom download manager or by Intel Driver & Support Assistant?

Either way, try the other one.

[Wallace0248]

Tried Clear install from Samsung download manager(Driver ver 31.0.101.4032)

and Intel Driver & Support Assistant (Driver ver 31.0.101.4034)

Problem still exist

[Wallace0248]

tried Samsung's custom download manager (Driver version :31.0.101.4032)

Intel Driver & Support Assistant(Driver version :31.0.101.4034)

the problem still exist

[Alberto_R_Intel]

Wallace0248, Thank you for posting in the Intel® Communities Support.

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

In order for us to provide the most accurate assistance on this topic, we just wanted to confirm a few details about your system:

Is this a new computer, when did you purchase it?

Was it working fine before without the HDMI external monitor showing a pale color?

If yes, when did the issue start?

What is the model of the monitor?

Are you using adapters or converters to connect the monitor to the screen?

Did you make any recent hardware/software changes that might cause this problem?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Wallace0248]

I purchased it on March,it is a brand new computer

Was it working fine before without the HDMI external monitor showing a pale color?  >  yes

If yes, when did the issue start? > from April

What is the model of the monitor?  > Acer XZ272U  

Are you using adapters or converters to connect the monitor to the screen? >  Nope,I am using the original HDMI 2.0 port with HDMI 2.0 cable

Did you make any recent hardware/software changes that might cause this problem? > Nope

Which Windows* version are you using?  > Windows 11 22H2  22621.1702

Does the problem happen at home or in the work environment? >

I have tried few times...let me explain and list how the issue will happen:

Turn on the Laptop then:

-Use internal monitor only to display > no problem

-Use internal monitor and external monitor to dispaly with extended mode > no problem

-Use internal monitor and external monitor to dispaly with sync mode > no problem

-Plug the HDMI to external monitor before booting > no problem

Booting with internal monitor first,then plug HDMI to external monitor and use"External monitor only" display mode > the pale colour problem will be happened.

-Unplug and plug the HDMI again > problem still exist

-Use"extended mode" to display  >  the colour will become fine

-Use"Sync mode" to display > the colour will become fine

*Switch to "external monitor only'' from the mode upon > the pale colour happen again

>Turn off the Xe Graphic from control panel and turn on again,the pale colour will not shown on external monitor until next reboot

*Updated Xe driver to 31.0.101.4369,the problem still exist

[Alberto_R_Intel]

Wallace0248, Thank you very much for providing that information and the SSU report.

Accroding to the information shown in the SSSU report, the graphics driver version currently installed on your computer is 31.0.101.4335, which is the BETA version provided by Intel®:

https://www.intel.com/content/www/us/en/download/729157/intel-arc-iris-xe-graphics-beta-windows.html?wapkw=xe%20graphics

It is important to mention that the Intel® graphics drivers are generic, meaning they might not work as expected with your specific device. For that reason, it is always recommended to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform. 

I looked on Samsung's website and I was not able to find any drivers for your Samsung Galaxy Book 3 Ultra:

https://www.samsung.com/us/support/downloads/?model=N0060510

You mentioned that you already tested Samsung's graphics driver version 31.0.101.4032 and Intel Driver & Support Assistant 31.0.101.4034. Could you please provide the link where you found the Samsung driver? This is just to confirm if it belongs to their official website, otherwise, we would recommend to contact them directly to confirm if that is the proper driver for your system.

Even though the Intel® graphics drivers are generic, for testing purposes, try a clean installation of Intel® graphics driver version 31.0.101.4369, following the instructions in the links below:

https://www.intel.com/content/www/us/en/download/726609/intel-arc-iris-xe-graphics-whql-windows.html?wapkw=xe%2520graphics

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Based on the SSU report, it seems your laptop is working with a dual graphics configuration, Intel® / NVIDIA. I looked on NVIDIA's website and the latest graphics driver version they have available for your NVIDIA GeForce RTX 4070 is 531.79. Please install that driver or, if necessary, get in contact directly with them to verify that, in fact, it is the proper driver for your device:

https://www.nvidia.com/en-us/drivers/results/204772/

https://www.nvidia.com/en-us/support/

I also found there is a driver available for your monitor version 1.0 for you to install:

https://www.acer.com/us-en/support?search=XZ272U&filter=global_download&suggest=XZ272U;0

Additionally, we suggest to get in contact with Samsun Support directly as well to make sure the latest BIOS version is currently installed on your laptop or to gather the instructions on how to update it:

https://www.samsung.com/us/support/

If you have the option, please test a different monitor and a different HDMI cable just to rule out a possible hardware issue with those components.

Once you get the chance, let us know the results so we can further assist you.

Regards,

Albert R.

Intel Customer Support Technician

[Stefan3D]

---

@Alberto_R_Intel wrote:

I looked on Samsung's website and I was not able to find any drivers for your Samsung Galaxy Book 3 Ultra:

https://www.samsung.com/us/support/downloads/?model=N0060510

You mentioned that you already tested Samsung's graphics driver version 31.0.101.4032 and Intel Driver & Support Assistant 31.0.101.4034. Could you please provide the link where you found the Samsung driver? This is just to confirm if it belongs to their official website, otherwise, we would recommend to contact them directly to confirm if that is the proper driver for your system.

---

Samsung uses a custom driver updater similar to IDSA (since Windows 8.1 release iirc)

https://www.samsung.com/us/support/answer/ANS00083923/

[Wallace0248]

Hello,

Thanks for your reply!

Attach is the updated SSH report.

- For Samsung PCs,need to use Samsung Update app which pre-installed in PC for checking update.

I have checked and manually downloaded the driver update,they provide the 31.0.101.4032 version.

Tried clear install,pale probmlem still exist unless switch off and on the Xe graphic in Control Panal manually.

- I have also tried clear install version 31.0.101.4369 driver from:https://www.intel.com.tw/content/www/tw/zh/search.html#sort=relevancy&f:@tabfilter=[Downloads]&f:@stm_10385_zh=[%E7%B9%AA%E5%9C%96]

probmlem still exist unless switch off and on the Xe graphic in Control Panal manually too.

-For the NVIDIA driver,I have updated to 531.79 and my NVIDIA garphic card works normally,so I think it's not a huge problem with this issue

-For my Acer monitor,I have checked the driver is the updated and tried other device,the colour shows normally without pale problem

-Tried another HDMI cable with different device,problem still exist.So I confirmed isn't HDMI or monitor problem

Please let me know if there is any solution.

Thanks

[Alberto_R_Intel]

Wallace0248, You are very welcome, thank you very much for sharing that information.

We are sorry to hear the issue persists after trying the troubleshooting steps provided previously.

We will now do further research on this matter to try to find a possible solution for this scenario. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Wallace0248]

Thanks!

[Alberto_R_Intel]

Hello Wallace0248, I just received an update on this matter.

We just wanted to let you know that we tried to replicate the issue in our Intel® lab but we were not able to replicate it. 

Different monitors were tested and HDMI cables.
Drivers 4314 and 4255 tested with no issue
Monitors tested (Dell P2317H and Samsung LF32TU872VNXGO) No issue
Laptop model: MSI Modern 15 B12hw​
Graphics: Iris XE driver: 31.0,101.4369

Based on that, we suggest as the next thing to do, to get in contact directly with the manufacturer of the laptop for additional assistance on this matter since it does not seem to be a driver issue:

https://www.samsung.com/us/support/

Regards,

Albert R.

Intel Customer Support Technician

[Andres_Intel]

Hello Wallace0248,

Were you able to check the previous post?  

Let us know if you still need assistance.

Best regards,  

Andres P.  

Intel Customer Support Technician

[DeividA_Intel]

Hello Wallace0248, 

I was checking your thread and see that we have not heard back from you.  

I’m going to close your post, but if you need further assistance, please do not hesitate to create a new thread. 

Regards,  

Deivid A.  

Intel Customer Support Technician