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Problema UHD 750 Graphics - Core I7 11700K

bmarianoff
Beginner
1,840 Views

  Hola, buenas noches.

  Les escribo porque estoy teniendo problemas con los drivers de video, de una tarjeta gráfica UHD 750 y un Microprocesador Intel Core I7-11700k.

  El problema, es que los drivers no me otorgan una resolución de 1920x1080. Compré un monitor 27" y al conectarlo, se queda en negro, solicitando que se cambie la resolución a 1920x1080. Intenté con otro monitor, 22" de 1920x1080 Full Hd, me dió video pero se veía mal.

  Mi monitor de 27" lo enchufé a otra computadora y funciona perfecto, por lo tanto no es el monitor.

  Hice un formateo del equipo, le instalé el .INF y no sirve de nada, al bajar y actualizar el driver, me deja sin video.

  Ojalá puedan ayudarme.

  Gracias

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9 Replies
Alberto_R_Intel
Employee
1,821 Views

bmarianoff, Thank you for posting in the Intel® Communities Support.


Just to let you know, we only provide support in English language and currently, we are using a translation tool.


In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

What is the model of the motherboard?

What is the model of the monitor?

Is this a new computer?

Did you build it? 

Were the computer and the monitor working fine before without the black screen and the resolution problem?

When did the issue start?

Did you make any recent hardware/software changes, besides updating the graphics driver, that might cause this issue?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


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bmarianoff
Beginner
1,815 Views

Hello good afternoon.
My motherboard model is: Gigabyte Aorus Ultra. Z590 chipset. Bios Rev. F5
Monitor (new): Philips 272V8la/55. It has 27", Full HD
Microprocessor: Intel Core I7-11700K
Memory: 64gb. Kingston Fury
The version of Windows I am using is Windows 10 Pro. 21H2. 19044

The computer is about 4 months old. I bought it and put it together on my own, I've been using it perfectly since February. I'm currently using a borrowed 22" DELL monitor. I managed to buy a 27" monitor but when I plug it in, it leaves me with a black screen with a banner asking to change the resolution to 1920x1080, but that should be done by the system itself. A colleague lent me a 22" monitor with a 1920x1080 FULL HD resolution, I can see an image but the images are not clear. The connection method I am using is through the DisplayPort port, it is the only video port that comes with the motherboard I have.
The 27" Philips monitor, I connected it to another computer and it works perfectly, via HDMI.
One job I did was reinstall the operating system from scratch, connecting the 27" monitor. I was able to install Windows 10, but with a resolution of 1027x768. When I install the video card drivers, it automatically leaves me without a screen, with which, I have to unplug it and plug in the 22" monitor (1680x1050 resolution) and it looks perfect.
Regarding the DisplayPort cable, I bought 3 different ones, and with all 3 I have the same problem.
My computer is for work, it is not used for games, so it is essential to be able to solve this problem.
Thank you very much for your time
Best regards
Bernardo

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Alberto_R_Intel
Employee
1,803 Views

bmarianoff, Thank you for providing that information and the SSU report.


According to the SSU report, the graphics driver currently installed on your computer is version 30.0.101.1273.


It is important to mention that we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.


I looked on Gigabyte's website and the latest graphics driver they have available is version 27.20.100.9805. Please try a clean installation of that driver following the instructions in the links below:

https://www.gigabyte.com/Motherboard/Z590-AORUS-ULTRA-rev-10/support#support-dl-driver-vga

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html


If the problem remains after that, even though the Intel® graphics drivers are generic, we can try a clean this time of the latest Intel® graphics driver version 30.0.101.1994:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html?


Additionally, we also recommend to get in contact directly with Gigabyte Support to verify that the latest BIOS version is currently installed on your computer or, if necessary, to gather the instructions on how to update it:

https://www.gigabyte.com/Support


Regards,

Albert R.


Intel Customer Support Technician


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bmarianoff
Beginner
1,763 Views

Hello good morning
Unfortunately, I did everything that they told me, but the problem was not solved. Uninstall the drivers and leave the native Windows ones, and when installing the new ones, it leaves me with no image, with the same sign that says that I must change to a 1920x1080 resolution. I did it 3 times, all 3 times it did the same thing to me. I've tried 2 different operating systems and it doesn't work on either.
I'm going to try to contact Gigabyte to help me with the Bios update, since it's through a flash drive.
Cheers
Bernardo

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Alberto_R_Intel
Employee
1,751 Views

Hello bmarianoff, Thank you very much for sharing those updates.


We are sorry to hear that the problem persists after trying the troubleshooting steps provided previously.


I was looking at the specifications of the monitor just to confirm its features and it does state that: "maximum resolution: 1920 x 1080 at 75Hz*" so it does support it:

https://www.philips.com.ar/c-p/272V8LA_55/monitor-lcd


It is important to mention that sometimes there are driver or firmware updates available for installation for the monitor. I looked for that in the link provided above, but I was not able to find any. So, it will be good to get in contact directly with Phillips Support as well to confirm those details and verify if there is an update that needs to be installed:

https://www.usa.philips.com/c-w/support-home.html


Yes, Gigabyte is the one that handles all the support related to their BIOS so they should be able to help you with the BIOS update.


Once you get the chance, please let us know the results of installing a firmware/driver update on the monitor, if available, and doing the BIOS update so, if necessary, we can further assist you on this scenario.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
1,726 Views

Hello bmarianoff, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


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bmarianoff
Beginner
1,719 Views

Hello, good afternoon
Unfortunately, it didn't work for me. Download and change drivers, install programs, I did everything that was advised, but nothing solved the problem.
It's unfortunate, but I have a computer in which I spent a lot of money, I bought a new monitor, but nobody can tell me where the problem is.
I'm thinking of selling and buying something else that doesn't bring me so many inconveniences.
Apparently Intel-Gigabyte-Philips don't get along.
Greetings and thank you very much for the attention, you were very attentive at all times
Bernardo

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Alberto_R_Intel
Employee
1,711 Views

Hello bmarianoff, You are very welcome, thank you very much for letting us know those results.


We are sorry to hear the issue persists after trying the troubleshooting steps provided previously.


We will do further research on this matter in order to check if there might be a possible solution for this scenario. As soon as I get any updates, I will post all the detail on this thread.


Regards,

Albert R.


Intel Customer Support Technician



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Alberto_R_Intel
Employee
1,702 Views

Hello bmarianoff, I just received an update on this matter.


After checking our database we can see that you already have a case created that is related to this scenario. Please keep checking the updates provided in there for a possible solution to this subject.


Regards,

Albert R.


Intel Customer Support Technician


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