Link Copied
Many thanks for your detailed reply Isaac.
- I can confirm the driver is 27.20.100.9664
- I can confirm Device Manager reports the print driver as working properly
- I have not done a clean driver reinstall, but can try that and also v31.0.101.2125 and report back, however, with the driver all reporting thins as good, I'm not hopeful...
- IGCC System Diagnostic report and screenshot attached
- ISSU report attached
- As I mentioned, there is no separate base station: "The Philips acts as the base station and so laptop to Philips is USB-C, then Philips to Dell screen via daisy-chained DP."
So there is a hub involved, but it is not a stand-alone box, but integral to the Philips which provided power to the XPS laptop and supports the daisy-chaining of the HD screen, speakers, wireless keyboard and mouse etc, all of a USB hub within the Philips - Yes, same cables, same everything. THE ONLY CHANGE was to unplug the Dell, with all 3 panels working, plug in the HP and use for a few days, and then swap back from the HP back to the Dell as had been done many times before. And voila, the 3440 x 1440 panel could no longer display in native resolution. I do have an alternative USB-C-USB-C cable and will do more 'experiments', but I do not believe the cable can be the issue as all working with the HP
Screenshots and reports of all attached.
It's worth emphasising this was all working previously. I use the Dell and HP at different times. Dell was hooked up probably last weekend and was working AOK across all 3 panels. Have then been working on the HP during the week and in swapping back, the Dell now has the issue that it can either:
- Support all 3 panels, but with the Philips in this upscaled mode of signal input of 2560 x 1080 upscaled to screen resolution of 3440 x 1440
- Pull the DP cable for the Dell P2717H 1930x1080 and have the Philips update to true 3440 x 1440
Interestingly, screen depth in the upscaled mode seems the same as full 3440 x 1440 ... I don't get 'more lines' on the screen. It's as if it's a 3440 x 1440 image transmitted as 2560 x 1080 and then displayed as 3440 x 1440. When in upscaled presentation, if I set a window to be full depth of the screen, then pull the video cable for the HD panel and have the Philips move to proper native resolution, the full depth window is still full depth. It's not as if a 1080 window is now smaller in the 1440 panel ... it remains full screen height.
It all makes me wonder about a resource limitation? The GPU cannot support all 3 panels and keep the Philips at 3440 x 1440 ... although previously it did!
The one change there was between all working and this display problem was 3 Windows updates:
- KB5028166 (OS Builds 19044.3208 and 19045.3208)
- 2023-KB5028937 Cumulative Update for .NET Framework 3.5, 4.8 and 4.8.1 for Windows 10 Version 22H2
- 2023-07 .NET 6.0.20 Security Update for x64 Client (KB5028705)
I did revert each of those updates, but it made no difference and so they are back in, hence the 13-Jul installation date. This is the reinstallation after removal but no change in video stream to Philips.
Thanks again for your help. Will will investigate more and report back 🙂
Update...
I have not yet tried the clean re-install of the graphics driver, but I did run another revealing test.
We have another 'identical' XPS 9360. It is also Win10 22H2, and excepting a 500G v 1T SSD, is the same. It is also running the v27.20.100.9664 video driver.
Plugging this second 9360 into the Philips, everything worked correctly. All 3 panels working at native resolution. No issues, nothing to change, just plug in the single USB-C and everything working.
This shows the panels, the integral base station within the Philips etc. are all working okay, it is something about this specific 'problem' XPS 9360.
The second 9360 has now been taken away again and so the 'problem machine' is back connected to the 2 external monitor setup. In plugging back in, the 3440 x 1440 panel reverted to the upscaled display issue, BUT, on checking the Windows Display panel and the Advanced display settings for the Philips panel, now, instead of only a 50Hz refresh being offered, 50, 59.something and 59.982Hz were offered. Previously there was only one option, 50Hz.
Selecting 59.982, being the closest to 60Hz being offered, the resolution is suddenly perfect. More interestingly, the offered refresh rates are now only 48.000 or 59.982. 50Hz and 59.something are no longer there, just 48.000 and 59.982, and the only change was to select 59.982 rather than 50.
I was down to looking at Windows update patches applied to each machine, which are not quite the same, looking for what could be different, but I now have 'the problem machine' working again, but with no explanation or understanding as to why.
As mentioned, a week ago this 'problem XPS' was working fine. Then mid-last week it started to have this upscaled image issue on the 3440 x 1440 main display. Then trying the second XPS proved the panel setup was not the issue and all working correctly. Then, on plugging the 'problem XPS' back in , there is suddenly an option to set a refresh rate other than 50Hz. Previosly this was the only option being offered. But on selecting a refresh rate close to 60Hz, all is instantly good.
It's 'wonderful' it's working properly, but less wonderful that I have no explanation of why it had this issue or how it has been corrected.
You can see previously the panel 'All Modes' looked like...
And now it reads...
How and why this is happening is beyond me.
I'm not sure now how you can help me. We seem to be diagnosing an issue that 'magically' came and has equally 'magically' gone.
Thanks Isaac.
IGCC report already attached in reply of 07-15-2023 04:43 AM above.
But I'm not quite sure what more you can do ... unless you can see anything obvious in the status report?
It is 'beyond explanation' that it was all working over multiple weeks, then had this upscaling issue, nothing including restarts would solve it, then on proving the monitor hookup with the second 9360, the first 9360 immediately goes back to working fine without anything being done to it. Explain that behaviour!!
So unless you can see anything in the IGCC status report or can suggest something for me to check/do should this ever reoccur, I'm not sure you can really help me diagnose a problem that has miraculously disappeared. I think, probably, all I can do is to think you for your time looking at this and any 'check this next time' ideas ... if there is another time. Odd!
Many thanks
