Nothing displayed on 4K TV monitor with Iris Xe graphics card

[ced]

Hi all,

I've just bought a new laptop from www.pcsspecialist.fr, a uk laptop manufacturer, with i7-1360P processor and  an Iris Xe graphics card and I can't get the laptop to output on the TV monitor through HDMI port.

I still can use this TV monitor with my old laptop at 4K 30Hz , that laptop has a  GTX950M nvidia card, and that works perfectly.

When I first linked the new laptop with the TV monitor, it worked but every 20 or 30 seconds, the screen went black for a second. It worked like that for a short period and

now, I can't  get anymore a single image back displayed on the TV monitor from this laptop.

When I plug the HDMI I cable, there's repeatedly this sequence of events:

During 1 or 2 seconds on the screen of the laptop screen, the displaying part of the screen  is shrinked a little bit and comes back to the full screen area as it does before laptop screen is displayed on TV when it works, but actually it doesn't. On the TV, there's just briefly displayed "3840x2160 at 60 Hz" and then just "No HDMI Signal".

I've updated the Arc driver to its latest version.

Is there something I can do to fix that ?

Thanks for your help !

[AlHill]

A UK company with a .FR domain?   Interesting.

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

[ced]

They have a specific web site for their french customers.

The british site address ends with co.uk

Any idea about my technical problem ?

[Jose_Intel]

Hello @ced

Thank you for posting on the Intel️® communities.

We understand you are trying to get 4K image using a HDMI output. Have you confirmed with the system manufacturer if 4K resolution is supported?

Please download and run the Display Driver Uninstaller (DDU), then please contact the system manufacturer to get the right driver and install it.

Also, in order to have more information about your system, please download, install and run Intel® System Support Utility for Windows. Make sure you check “Everything” before you scan, then save the report and attach it to your response.

Then, please generate and attach the Report for Intel® Intel Graphics Command Center

Best regards,

Jose B.

Intel Customer Support Technician

[ced · Accepted solution]

Hello Jose,

Thanks for your answer.

Actually, the HDMI cable was the source of the issue.

Buying a new HDMI cheap 2.0 hdmi cable solved it.

Thanks for your help !

[Jose_Intel]

Hello ced

Thank you for your reply

We are glad to know you found a solution, thank you for taking the time to share this fix, and hopefully, it may help other community members experiencing similar behavior. Since the thread is now solved, we will proceed to close it. Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.   

Best regards,

Jose B.

Intel Customer Support Technician