Portrait and Landscape mode issue

[KioskATL]

Running Intel(R) UHD Graphics 32.0.101.7040.
Windows 10iotLTSC OR Windows 11iotLTSC I notice the same thing.

If I run a single display, change the orientation to portrait and run digital signage software, things work fine.

If I run two displays, it rapidly switches between landscape and portrait, when running the software, but looks fine on the desktop.

If I run two displays in landscape, but rotate the content in the software, the software runs fine.

I do not see this issue in the Intel (R) HD Graphics 500 version 27.20.100.8681 (Windows 10IotLTSC)

[JohnM_Intel]

Hello KioskATL,

Thank you for providing the detailed information regarding your setup and observations. To help investigate this dual display issue further, I have a few clarifying questions:

1. Can you confirm the resolution and refresh rate of each display when running the software?
2. Are the displays connected via HDMI, DisplayPort, or a combination of both?
3. Have you tried updating the Intel UHD Graphics driver beyond version 32.0.101.7040, or using any previous driver versions to compare behavior?
4. Are you using a laptop or desktop?

To further assist you, I kindly request that you download and execute the Intel System Support Utility (SSU) in order to provide me with a complete system specification, which will enable me to assist you in reviewing your system information.

• Intel® System Support Utility for Windows*

When the download is complete, launch SSU.exe.

1. Scan: Check the box Everything.

2. Click Scan.

3. Review: When finished scanning, click Next.

4. Click Save.

Once I have these details, I can provide more targeted steps to isolate and potentially resolve the issue.

Thank you for your cooperation, and I look forward to your response.

Regards,

John M.

Intel Customer Support Technician

[KioskATL]

1. 1080p at 60hz

2. HDMI and HDMI via DisplayPort Adapter

3. Yes. If I use the driver that ships with this machine, there is no switching between resolutions, but the content does not rotate with the desktop. When you update the driver, it then changes between landscape and portrait orientation while running the digital signage software.

4. Desktop.

The file you have requested has been attached.

[JohnM_Intel]

Hello KioskATL,

Thank you for providing the requested information. Please allow me some time to investigate this concern internally.

Once my investigation is complete, I will provide you with an update.

Thank you for your patience and understanding.

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello KioskATL,

Thank you for your patience.

To help isolate the issue you are experiencing, please follow the steps outlined in “How to Use the Display Driver Uninstaller (DDU) to Uninstall a Graphics Driver” and complete the process accordingly.

Once completed, please download and install the latest Intel® Graphics drivers for 11th–14th Gen Processors (Windows*).

After performing these steps, kindly let me know if the issue still persists.

Thank you for your cooperation.

Regards,

John M.

Intel Customer Support Technician

[KioskATL]

Hello!

 I followed the instructions regarding uninstalling and reinstalling the drivers and the situation persists.

[Mike_Intel]

Hello KioskATL,

Thank you for the update.

While we are checking this issue further, let me also ask the following information.

1. Have you tried to use a direct HDMI or Display port cable? Meaning, no adaptor.
2. On your previous reply, you mentioned that you were using the driver that ships with the machine. Have you also tried the latest that they have on their website? If not yet kindly try the OEM driver from their website and update us if the OEM driver will fix the issue. Here is the link:

Shuttle Global || DL30N SERIES - Download

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[KioskATL]

It is connected via HDMI on one display and on DisplayPort adapted to HDMI on the second. I uninstalled the Intel driver with the DDU Utility and reinstalled the Shuttle Global driver. 

1. The same issue is present with either driver.
2. With a single display, this issue does not occur with either driver.
3. Switching the HDMI cables and also swapped them between ports with no difference.
4. This issue doesn't occur with the Shuttle DS77U running the same version of Windows 11.

[JohnM_Intel]

Hello KioskATL,

Thank you for providing the detailed information and troubleshooting steps.

I’ll need to check this internally for further investigation to better understand the issue. Once I have an update from the team, I’ll get back to you with the next steps.

We appreciate your patience while we look into this.

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello KioskATL,

Thank you for your patience. For investigation purposes and to allow me to properly replicate the issue, could you please provide a video showing the problem as it occurs? This will help me review the issue more accurately.

Regards,

John M.

Intel Customer Support Technician

[KioskATL]

Please note in this video that both screens run properly until the software starts running.

We are trying to ship this soon. Would it be possible to have either an answer or a phone call about this?

[JohnM_Intel]

Hello KioskATL,

Thank you for providing the video. Please allow me some time to review this internally. While I am coordinating with the internal team, kindly follow the steps below to adjust your display settings:

1. Open Settings and select System.
2. Click on Display.
3. Select the screen that is currently in Portrait mode.
4. Scroll down to Display orientation.
5. Click the drop-down menu and change the orientation to Landscape.
6. Restart your system.

After performing these steps, please let me know if the issue persists so we can continue investigating.

Thank you for your cooperation.

Regards,

John M.

Intel Customer Support Technician

[KioskATL]

Please refer to the initial post. The problem does not occur in Landscape mode. I have switched orientation many times. 

I have followed all of the instructions on this thread and the issue persists.

[KentRusselP_Intel]

Hi KioskATL,

I hope this message finds you well! On behalf of my colleague, I would like to gather some detailed information to assist with a deeper investigation of the issue you are experiencing. Your responses to the following questions will be invaluable in helping us identify the root cause and determine the best course of action:

• Digital Signage Software Details
  • Could you please specify the exact digital signage software you are using, including the brand and version? This information is critical since the issue only manifests when this software is running.
• Windows Display Settings Configuration
  • What is the current setup in your Windows Display Settings?
  • Are both displays configured to "Extend" or "Duplicate" mode?
  • What are the orientation settings for each display individually (e.g., Landscape or Portrait)?
  • Which display is designated as the "Main display"?
• Software Display Orientation Features
  • Does the digital signage software itself provide any options to rotate or adjust the display orientation within its settings?
• Clarification on Content Rotation
• When you mentioned that "rotating the content in the software" works fine, could you clarify the following:
  • Does this mean the software has built-in capabilities to rotate content?
  • Are you rotating the content within the software, or are you rotating the entire display orientation through Windows or hardware settings?
• Hardware Details
  • You noted that this issue does not occur on the DS77U system. Could you share what graphics hardware that system uses?
• Behavior During Rapid Switching
  • When the rapid switching happens, does it affect both displays at the same time?
  • Do you hear the Windows "device connect/disconnect" sounds during these switches?
  • Do the displays briefly go black when switching occurs?
  • How soon after launching the digital signage software does the switching start?
  • Does the switching stop if you close the digital signage software while it is running?

Answering these questions will greatly assist us in determining whether the problem stems from software compatibility, a driver bug, or a hardware limitation. If you need any clarification on these questions or further assistance, please do not hesitate to reach out.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[KioskATL]

Could you please specify the exact digital signage software you are using, including the brand and version? This information is critical since the issue only manifests when this software is running.

Scala Player 13.20

Windows Display Settings Configuration

• What is the current setup in your Windows Display Settings? - Two displays, set at 1920x1080
• Are both displays configured to "Extend" or "Duplicate" mode? - Extend
• What are the orientation settings for each display individually (e.g., Landscape or Portrait)? - Portrait
• Which display is designated as the "Main display"? - Display 2

Software Display Orientation Features

• Does the digital signage software itself provide any options to rotate or adjust the display orientation within its settings? - Yes, you can change the orientation via degree: 90, 180 and 270 degrees

Clarification on Content Rotation

When you mentioned that "rotating the content in the software" works fine, could you clarify the following:

• Does this mean the software has built-in capabilities to rotate content? - Yes.
• Are you rotating the content within the software, or are you rotating the entire display orientation through Windows or hardware settings? - If I do rotate the content in the software when the OS is in landscape, the content runs properly. This is a workaround that we have not had to employ on previous versions of Intel software and hardware.

• Hardware Details
  • You noted that this issue does not occur on the DS77U system. Could you share what graphics hardware that system uses? - The DS77U is a two-HDMI port system that runs the Intel HD620. The DL30N has a DisplayPort and an HDMI Port.

• Behavior During Rapid Switching
  • When the rapid switching happens, does it affect both displays at the same time? - Yes.
  • Do you hear the Windows "device connect/disconnect" sounds during these switches? - No.
  • Do the displays briefly go black when switching occurs? No. If you look at the previously submitted movie, it switches back and forth between landscape and portrait. It does so so rapidly, perhaps it might best describe as "flashing".
  • How soon after launching the digital signage software does the switching start? - As soon as the software starts showing content. Please see the previously submitted video.
  • Does the switching stop if you close the digital signage software while it is running? - Yes. Please refer to the video, which I have re-submitted.

[KentRusselP_Intel]

Hi KioskATL,

I hope this message finds you well! I just wanted to follow up and check if you’ve had a chance to review the information I shared previously. Your feedback is important, and I’d appreciate it if you could share your thoughts at your earliest convenience.

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best Regards,

Kent Russel P.

Intel Customer Support Technician

[KentRusselP_Intel]

Hi KioskATL,

I hope this message finds you well!

Based on your detailed responses, it appears that the issue you are experiencing may be related to driver compatibility. To confirm this and to facilitate further investigation, could you please provide answers to the following questions:

• Does the issue persist if you set the Windows Display Settings to Landscape orientation and instead use Scala Player's built-in 90-degree rotation feature? You mentioned that this workaround works; we need to confirm whether it completely eliminates the display switching problem.
• Regarding Scala Player version 13.20 settings:
  • Is there a specific display driver or rendering mode selected (e.g., DirectX, OpenGL)?
  • Are there any multi-monitor or extended display configuration options enabled?
  • Does the software have hardware acceleration settings, and if so, can these be disabled?
• Could you test disabling hardware acceleration in Scala Player 13.20?
• Have you tried different scaling modes or display refresh rates to see if the issue changes?
• What version of Scala Player was functioning correctly on your previous Intel HD Graphics 500 systems? This information will help determine if the problem is specific to Scala Player 13.20 or if it is a broader compatibility issue.
• Have you tested any other digital signage software on the DL30N platform to verify if the issue is specific to Scala Player?
• When using the older Intel HD Graphics 500 driver version 27.20.100.8681, which was working previously, does Scala Player 13.20 operate correctly on the DL30N? Specifically, does it rotate content properly, or does the problem persist?

Please feel free to reach out if you have any questions or need further clarification.

Best regards,

Kent Russel P.

Intel Customer Support Technician