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영정
Beginner
2,091 Views

No HDMI sound at screen refresh rate of 30Hz or less

When the monitor and the PC are connected by HDMI and the screen refresh rate is set to 30Hz or less, no sound comes out from the monitor built-in speakers. The built-in speakers sound better when the screen refresh rate is 50Hz or more. In both cases, the resolution is set to 3840 × 2160.

This only occurs on Intel graphics HDMI inputs.

Operating System: Windows 10 Education 64-bit (10.0, Build 17134) (17134.rs4_release.180410-1804)

Language: Korean (Regional Setting: Korean)

Motherboard: ASUS Z270-WS

BIOS: 0602 (type: UEFI)

Processor: Intel(R) Core(TM) i7-7700K CPU @ 4.20GHz (8 CPUs), ~4.2GHz

Memory: 16384MB RAM

---------------

Display Devices

---------------

Card name: Intel(R) HD Graphics 630

Card name: Radeon RX 550 Series

Card name: NVIDIA GeForce RTX 2080

------------------------

 

Disk & DVD/CD-ROM Drives

 

------------------------

 

Drive: C:

 

Free Space: 227.5 GB

 

Total Space: 487.3 GB

 

File System: NTFS

 

Model: Samsung SSD 850 PRO 512GB

Drive: 😧

 

Free Space: 1074.1 GB

 

Total Space: 2861.6 GB

 

File System: NTFS

 

Model: TOSHIBA DT01ACA300

Drive: E:

 

Model: HL-DT-ST BD-RE BH16NS40

Drive: F:

 

Model: PIONEER BD-RW BDR-UD04 USB Device
Tags (1)
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13 Replies
idata
Community Manager
309 Views

라일로스 : We will do our best to assist you with this scenario.

 

 

Just to let you know, according to the specifications showing on ASUS's web site, the motherboard for multi-GPU support works with:

 

Supports NVIDIA® Quad-GPU SLI™ Technology *7

 

Supports NVIDIA® 4-Way SLI™ Technology *7

 

Supports AMD Quad-GPU CrossFireX™ Technology *7

 

Supports AMD 4-Way CrossFireX Technology *7

 

https://www.asus.com/us/Motherboards/Z270-WS/specifications/

 

 

The Intel graphics controller is not showing as supported for this configuration, in this case we recommend first to get in contact directly with ASUS to confirm that information:

 

https://www.asus.com/support/

 

 

Additionally, which HDMI port are you using to connect the PC to the monitor, is it the HDMI port embedded on the motherboard or is the HDMI port from an external video card?

 

Are you using adapters or converters?

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
영정
Beginner
309 Views

I am using the HDMI port embedded on the motherboard to connect the PC to the monitor.

I am not using adapters or converters.

I am not using SLI and CrossFireX.

idata
Community Manager
309 Views

라일로스: Thank you very much for providing that information.

 

 

Please access "Device Manager" choose "Display Adapters" and take a screen shot of the information showing there for us to confirm the graphics controller being used.

 

 

Additionally please attach the SSU report to the thread:

 

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
영정
Beginner
309 Views

idata
Community Manager
309 Views

라일로스: Thank you very much for providing the picture.

 

 

Based on the information showing there, it seems to be there are 3 different graphics controllers working with your system, that is what Windows is detecting. So, to make sure about that information and to confirm some specifications about the monitor connected to the PC, please provide the following information:

 

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html

 

 

Also, we just wanted to verify the components installed on the PC, could you please provide a picture of the PC showing how everything is connected, if it is possible a picture of the inside on the case?

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
영정
Beginner
309 Views

Intel(R) HD Graphics 630

 

Report Date: Saturday, September 29, 2018

 

Report Time [hh:mm:ss]: 2:04:28 PM

 

Driver Version: 24.20.100.6286

 

Operating System: Windows* 10 Education (10.0.17134)

 

Physical Memory: 16209 MB

 

Vendor ID: 8086

 

Device ID: 5912

 

Device Revision: 04

 

Video BIOS: 1046.0

 

Current Resolution: 3840 x 2160

 

Processor: Intel(R) Core(TM) i7-7700K CPU @ 4.20GHz

 

Processor Speed: 4200 MHz

 

Processor Graphics in Use: Intel(R) HD Graphics 630

 

Shader Version: 5.1

 

OpenGL* Version: 4.5

 

OpenCL* Version: 2.1

 

Vulkan* Version: 1.1.82

 

* Microsoft DirectX* *

 

Runtime Version: 12.0

 

Hardware-Supported Version: 12.0

 

* Devices connected to the Graphics Accelerator *

 

Active Displays: 1

 

* Digital Television *

 

Display Type: Digital

 

Serial Number: TBASJ0024200

 

DDC2 Protocol: Supported

 

Gamma: 2.2

 

Connector Type: DisplayPort

 

Device Type: 디지털 TV

 

Maximum Image Size

 

Horizontal Size: 23.62 inches

 

Vertical Size: 13.39 inches

 

Supported Modes

 

640 x 480 (60p Hz)

 

720 x 480 (60p Hz)

 

720 x 576 (50p Hz)

 

800 x 600 (60p Hz)

 

1024 x 768 (60p Hz)

 

1280 x 720 (60p Hz)

 

1280 x 720 (50p Hz)

 

1920 x 1080 (60p Hz)

 

1920 x 1080 (50p Hz)

 

3840 x 2160 (60p Hz)

 

3840 x 2160 (24p Hz)

 

3840 x 2160 (25p Hz)

 

3840 x 2160 (30p Hz)

 

3840 x 2160 (50p Hz)

Power Management Support

 

Active Off Mode: Supported

 

Raw EDID:

 

00 FF FF FF FF FF FF 00 04 72 33 06 F6 5F 40 82

 

18 1C 01 03 80 3C 22 78 2A 69 71 AF 4E 31 B6 26

 

0D 50 54 21 08 00 01 01 01 01 01 01 01 01 01 01

 

01 01 01 01 01 01 08 E8 00 30 F2 70 5A 80 B0 58

 

8A 00 56 50 21 00 00 1E 00 00 00 FF 00 54 42 41

 

53 4A 30 30 32 34 32 30 30 0A 00 00 00 FD 00 18

 

3C 1E 8C 3C 01 0A 20 20 20 20 20 20 00 00 00 FC

 

00 41 63 65 72 20 58 32 37 0A 20 20 20 20 01 2D

02 03 3D F1 4C 10 1F 04 13 03 12 01 5D 5E 5F 60

 

61 23 09 07 01 83 01 00 00 6D 03 0C 00 10 00 38

 

78 20 00 60 01 02 03 67 D8 5D C4 01 78 80 00 E3

 

05 C0 00 E2 00 6A E6 06 05 01 8B 6B 08 00 00 00

 

00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

 

00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

 

00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

 

00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 93

* Other names and brands are the property of their respective owners.

idata
Community Manager
309 Views

라일로스: Thank you very much for sharing the picture and that information.

 

 

For testing purposes, do you have the option to test the PC without the video cards, meaning to physically disconnect them from the motherboard?

 

What is the model of the monitor?

 

 

Please let us know the results if you have the option to do that.

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
영정
Beginner
309 Views

When testing the PC without the video cards, the result is the same as the first.

The model of the monitor is the Predator X27.

idata
Community Manager
309 Views

라일로스: We are sorry to hear the issue persists.

Just to confirm if the monitor is properly detected, while using 30Hz, please right click on the sound icon on the lower right corner, then select "playback devices" and please provide a screen shot of the devices showing in there.

Do you have the option to test another monitor with built-in speakers?

Regards,

 

Alberto R.

Intel Customer Support Technician

Under Contract to Intel Corporation

영정
Beginner
309 Views

I have no other monitor with built-in speakers.

idata
Community Manager
309 Views

라일로스: Thank you very much for sharing the picture.

 

 

Based on the fact that there is no Intel® Display Audio showing in the picture of playback devices, it indicates that the Intel controller is not being used in this specific configuration.

 

At this point the next thing to do will be to test the PC with another monitor with speakers, or TV, maybe there is a PC repair store close to you where they can do that for you.

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
영정
Beginner
309 Views

There is Intel® Display Audio showing in the picture of playback devices. (인텔(R) 디스플레이 오디오=Intel(R) Display Audio)

idata
Community Manager
309 Views

라일로스: Thank you very much for clarifying that information.

Based on the fact that the PC works when using a refresh rate of 50Hz, it indicates that the problem is not related to the Intel driver.

The Intel graphics drivers are generic, meaning they might or might not work with your system, since you are using the HDMI port that is located on the board, we recommend to test the graphics driver provided by ASUS, according to their web site the latest version is 23.20.16.4849:

 

https://www.asus.com/us/Motherboards/Z270-WS/HelpDesk_Download/ https://www.asus.com/us/Motherboards/Z270-WS/HelpDesk_Download/

If the problem persists after that then the best thing to do will be to test the PC using another monitor with speakers or TV.

Additionally, you can always get in contact directly with the manufacturer of the monitor, in this case Acer, to verify if maybe they have further suggestions or if maybe they can try to replicate this scenario:

https://www.acer.com/ac/en/GB/content/support Service & Support | Acer Official Site

Regards,

 

Alberto R.

Intel Customer Support Technician

 

Under Contract to Intel Corporation
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