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Monitor's refresh rate drops to 60hz when certain windows are focused

sdfsdfsdfsdf
Novice
667 Views

In windows display settings or intel graphics command center, the refresh rate of my monitor is set to 120hz. However, when certain application's window get focus, the entire screen's refresh rate drops to 60hz, which is noticeable by mouse cursor moves.

I know that there is an issue with Windows Presentation Foundation (https://github.com/dotnet/wpf/issues/2294), and my monitor is Variable Refresh Rate capable, but I have disabled that in intel graphics command center.

Also, the issue occurs when all the applications are minimized and only the background wallpaper is being shown. When certain "modern" application windows is un-minimized, the refresh rate goes up to 120hz again.

When a Firefox browser windows is focused, and the browser is displaying mostly static contents, the refresh rate drops to 60hz; When some animation kicks in in the webpage, the refresh rate goes up to 120hz.

When some 'modern' application windows is opened, and when I move mouse cursors above that app window, the refresh rate is 120hz. When the mouse cursor leaves the window, the refresh rate drops to 60hz.

This is extremely annoying, yet I could not find a setting that governs this behavior. How do I fix my monitor's refresh rate at 120hz?

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8 Replies
ACarmona_Intel
Moderator
603 Views

Hello sdfsdfsdfsdf,


Thank you for posting in our communities.


Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, complete model of your system, etc. To generate the SSU report, please refer to the article: How to Get the Intel® System Support Utility Logs on Windows. Please send me the generated SSU.txt file.

 

Best regards,

Carmona A.

Intel Customer Support Technician


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sdfsdfsdfsdf
Novice
592 Views

Hi, I've attached a generated SSU report. Thank you!

 

Also, I've found a culprit to the issue. I had a small application running as a tray application, which was apparently written in WPF. After I terminate that process, my screen's refresh rate no longer drops at desktop. It is weird that an application without any user-facing UI may still trigger the bug https://github.com/dotnet/wpf/issues/2294 and cause the refresh rate to drop.

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DhannielM_Intel
Moderator
578 Views

Hello sdfsdfsdfsdf,


Thanks for the update on how you identified the culprit. I just wanted to ask if you have any applications on your system that utilize WPF (Windows Presentation Foundation)? Additionally, have you contacted HP and Microsoft about this issue? Could you try disabling the Intel Integrated GPU to see if the issue still persists?


Best regards,


Dhanniel M.

Intel Customer Support Technician


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sdfsdfsdfsdf
Novice
542 Views

The issue is back again even though I stopped using one of the WPF app.

I have another WPF apps that I frequently use, but killing its process does not help - when there is no window (regardless of minimized or not), the refresh rate drops to 60hz.

I don't think I can disable integrated GPU for my laptop, as the laptop's monitor is connected to intel integrated graphics, but I do observe that when I connect an external monitor to a port that is directly connected to a dGPU (Nvidia RTX 4070), I don't experience frame rate drop on background.

I have not contacted MS other than pressing +1 button on the abovementioned WPF GitHub issue. I haven't contacted HP, but I think it is a problem of intel graphics driver.

ACarmona_Intel
Moderator
469 Views

Hello sdfsdfsdfsdf,


Thank you for keeping us informed on the updates of the issue in our case.


Please allow me time to deeply investigate our issue; I will get back to you as soon as I have a recommendation or update on our case.


By the way, since this is an OEM (branded laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed on your system; nevertheless, I will do my best to assist you in our case.


Best regards,

Carmona A.

Intel Customer Support Technician


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ACarmona_Intel
Moderator
449 Views

Hello sdfsdfsdfsdf,


Upon further investigation, it seems that I needed more information and further troubleshooting steps to address our issue.


Therefore, kindly provide the following information below and perform some of the troubleshooting steps provided:

 

1. What is the name of the application(s) that might be causing the issue?

2. What is the make and model of the monitor and the cable that you are using?

3. Is the laptop charger connected or disconnected when this issue occurs?

4. Does this mean that both the laptop screen and the external monitor are experiencing a refresh rate drop?


Please perform the following:


1.Perform a graphics driver installation and install our generic graphics driver version 32.0.101.6332_101.6253 (latest), as it appears that you are currently using the OEM driver or HP driver.

2.Disable dynamic refresh rate switching in Intel® Graphics Command Centre (IGCC):

  1. Open Intel Graphics Command Centre (IGCC).
  2. Go to System.
  3. Set Dynamic Refresh Rate Switching to Off.

3. Disable Power Saving Mode in Intel® Graphics Command Center (IGCC):

  1. Open Intel Graphics Command Centre (IGCC).
  2. Go to Power Settings.
  3. Set Power Saving Mode to Off.

4.Disable "Auto-Switch to ECO Mode" in OMEN Gaming Hub (if this application is installed on the computer):

  1. Open OMEN Gaming Hub.
  2. Go to Power Management Settings.
  3. Disable option for "Auto-Switch to ECO Mode."


If you have any questions, please let me know.


Best regards,

Carmona A.

Intel Customer Support Technician


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ACarmona_Intel
Moderator
364 Views

Hello sdfsdfsdfsdf,


This is only a quick follow-up; I just wanted to check in with you, as I haven't received any feedback from you.


Thank you.


Best regards,

Carmona A.

Intel Customer Support Technician


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VonM_Intel
Moderator
323 Views

Hello sdfsdfsdfsdf,

 

I have not heard back from you, I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

 

Best regards,

Von M.

Intel Customer Support Technician


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