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Previously working 3440x1440 now blurred

IainH1
Beginner
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I have a Dell XPS 9360, i7-8550U 8th gen, Intel UHD 620 graphics, Win10 22H2 19045.3208. The graphics driver is Intel 27.20.100.9664 (01/06/23 ... either 01-Jun or 06-Jan)

The machine runs:

  1. Built in laptop touch-screen 3200x1800
  2. External Philips 346P1C 3440x1400
  3. External Dell P2717H 1930x1080

The Philips acts as the base station and so laptop to Philips is USB-C, then Philips to Dell screen via daisy-chained DP.

I use this setup with the Dell XPS and also an HP Elitebook 840 G8 (i7-1165G7 11th gen). I swap the two laptops depending no what I'm working on. Both machines have worked flawlessly with supporting their own display + both external monitors in full native resolution without issue.

Today, however, swapping back to the Dell XPS, the Philips 3440x1440 is having problems and the display is blurred. Please note my comment about previously being flawless with crisp text as full native resolution.

The display adapter is now listing modes up to but not beyond 2560x1080 50Hz which gives a 'less bad', but over-scaled image and text.

Using the Intel Graphics Command Centre it confirms the display supports (among other lower res modes)

  1. 2560x1080 50, 60 or 100p Hz
  2. 2880x480 60p Hz
  3. 3440x1440 60p Hz

If I select to 'Merge all displays into one desktop', the merge fails with an "Invalid Monitor Configuration", but the resolution for the Philips is set to 3440x1440. I ought to be happy, but despite now saying the adapter is set for the screen native resolution, everything is blurred. It's as if it's an upscaled image, only with the adapter and monitor native resolution matching??

I have tried roll-backs of Windows updates, rollback and also check for the latest Intel driver, all to no avail.

I am at a loss as all was good before, but today I can only have a blurred main display, and please remember, this all worked flawlessly before so it's not a case of "This can never work". This has been working only a few days ago.

The screen and USB-C are confirmed as being fine as they are perfect with the Elitebook. That of course is using a beefier cpu and an Intel Iris Xe GPU, but when the XPS was used maybe a week ago and for a long time before that, all was perfect, no blurred image and text.

Any ideas on what to look at/try next?

 

Edit: I see an issue...

Looking at displayInformation.png I see:

  • Desktop resolution: 3440 x 1440
  • Active signal resolution: 2560 x 1080

Suggesting what I'm seeing is indeed an upscaled 2560x1080 image, hence blurry. But why, when it all worked before?

 

Edit 2: Disconnecting the daisy chained Dell P2717H 1930x1080 monitor I suddenly see :

  • Desktop resolution: 3440 x 1440
  • Active signal resolution: 3440 x 1440

see: displayInformation2.png ... but previously all screens were working at full native resolution.

Plugging the HD monitor back in and the main screen res goes out again so it's clearly supporting all 3 screens that is the issue. The machine is clean boot and so I'd not expect memory to be an issue. Has to be some kind of update doing this...

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9 Replies
IsaacQ_Intel
Employee
2,760 Views

Hello @IainH1


Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.


In order to have a better understanding of your issue, please provide me with the following:


1.      According to the post, is the main issue related to the Dell laptop and the Philips monitor? So, the issue does not occur on the HP and the Dell monitor.

2.      Have you done a clean install of the Graphics driver from the OEM? In this case, the latest graphics driver for your Dell XPS 9360 is 27.20.100.9664. You can check the driver on the website. For this, we suggest performing a clean install of the driver and checking if the issue has been fixed.

Otherwise, you can try with our latest driver: 31.0.101.2125

To perform a clean install just follow the instruction here.

3.      Just to make sure, are you using adapters or docking stations to connect the monitor?

4.      Have you changed the cables from the previous ones? Or are you using the same as before the issue appeared?


Also please send us the following:


  • IGCC REPORT: Follow these steps to generate an Intel® Graphics Driver report for the Intel® Graphics Control Panel or the Intel® Graphics Command Center. Report for Intel® Graphics Drivers.
  • SSU: Please download and scan your system using our tool, Intel® System Support Utility so we can help check your system info first. Once finished downloading, open the tool, click on scan 'Everything', click next, then save the system information to a .txt file. Please provide the .txt file.
  • Screenshots of the Device manager. We need to check if there are some issues with the display adapters.



Best regards,

Isaac Q. 

Intel Customer Support Technician


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IainH1
Beginner
2,731 Views

Many thanks for your detailed reply Isaac.

  • I can confirm the driver is 27.20.100.9664 

    installedUHD620driver.png

  • I can confirm Device Manager reports the print driver as working properly
    printDriverWorkingProperly.png
  • 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."
    IainH1_0-1689420176325.png
    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)

    windowsUpdateLog.png

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 🙂

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IainH1
Beginner
2,651 Views

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...

IainH1_1-1689538343757.png

And now it reads...

IainH1_0-1689538317573.png

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.

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IsaacQ_Intel
Employee
2,622 Views

Hello @IainH1


Thank you for your reply.


Also, thank you for getting us posted about the situation with your issue. We are happy to know that the resolution of your Monitor is expected, however, we want to know if you want to continue with the troubleshooting of this thread or if you want to close it.


In case you want to continue we will require the IGCC report as we requested before:


IGCC REPORT: Follow these steps to generate an Intel® Graphics Driver report for the Intel® Graphics Control Panel or the Intel® Graphics Command Center. Report for Intel® Graphics Drivers.

This file is very important to check some specs of your system.


Please let us know your decision.


Best regards,

Isaac Q. 

Intel Customer Support Technician


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IainH1
Beginner
2,594 Views

Thanks Isaac.

IGCC report already attached in reply of 07-15-2023 04:43 AM above.

IainH1_0-1689708686554.png

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

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IsaacQ_Intel
Employee
2,565 Views

Hello @IainH1


Thank you for your reply.


We are happy to know the issue has been resolved, however, we would like to know if your want to close this thread.


There is no more troubleshooting we can provide you for this thread, so if you want to get more support please contact Dell Support, or Philips support.


Best regards,

Isaac Q. 

Intel Customer Support Technician



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IsaacQ_Intel
Employee
2,439 Views

Hello IainH1

 

We hope you are doing fine.

 

Were you able to check the previous post?


Best regards,

Isaac Q. 

Intel Customer Support Technician


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IainH1
Beginner
2,423 Views

Hi Isaac, as I mentioned in my reply of 07-18-2023 08:38 PM

"I'm not quite sure what more you can do ... unless you can see anything obvious in the status report?" ...

"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 thank you for your time looking at this and any 'check this next time' ideas"

Not sure there's more you can do to diagnose a problem that is inexplicably resolved itself ... until the next time!

Thanks for your help Isaac

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IsaacQ_Intel
Employee
2,422 Views

Hello @IainH1

 

 Thank you’re your time and patience through this process.

 

We will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored. 

 

I hope that my recommendations were useful.

 

Best Regards,

Isaac Q.

Intel Customer Support Technician

 

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