The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

[Arara]

I am using the MAXSUN Intel Arc B580 iCraft 12G with Windows 11 23H2, connected to three 1080P monitors with a maximum refresh rate of 75Hz (using DP to HDMI cables). Every time I start up, 1-2 monitors are limited to a maximum refresh rate of 60Hz. I have to turn the monitors off and on again to restore the 75Hz refresh rate. Previously, on Windows 10 22H2, the refresh rate was recognized as 75.02Hz, but after use, the resolution would become incorrect.

[Earl_Intel]

Hi Arara,

I deeply apologize for the late response from our end.

I'm still investigating into the issue; could you please respond to the following questions to aid in my research?

• Can you clarify? You're using 3 DP-HDMI cables connected to the Display Ports of the Arc B580 and then the HDMI end going to the monitor (FKS-M238R02)?
  • For reference: B580 --> DP-HDMI cable --> monitor (FKS-M238R02)?
• Is this the same cable setup used in RTX 2060 that shows that it works? Or is it different cable setup?
  • For reference: RTX 2060 --> DP-HDMI cable --> monitor (FKS-M238R02)?

Hi funmonkey100,

Thank you for sharing the specifics and your conclusions about the problems you're having with your system.

I do realize that you're facing the same issues as Arara, but for us to further focus and prioritize on your query, pls make a new post about the issues on your system so we may address it thoroughly.

Best regards,

Earl E.

Intel Customer Support Technician

[Arara]

Arc B580
B580 --> DP-HDMI cable --> monitor (FKS-M238R02) -1
B580 --> DP-HDMI cable --> monitor (FKS-M238R02) -2
B580 --> HDMI-HDMI cable --> monitor (FKS-M238R02) -3

RTX 2060
RTX 2060 --> DP-HDMI cable --> monitor (FKS-M238R02) -1
RTX 2060 --> HDMI-HDMI cable --> monitor (FKS-M238R02) -2
RTX 2060 --> DVI-HDMI cable --> monitor (FKS-M238R02) -3

These are how the three monitors are connected under both the B580 and RTX 2060 configurations. Currently, I’ve already given away my RTX 2060, so I can no longer retrieve data from it, nor do I have any other suitable graphics card for testing.

Additionally, after searching the forum for similar 75Hz issues, I found that many others have encountered the same problem, and there has never been a solution. Therefore, I’ve decided to give up on resolving this issue and will wait to see if others can provide sufficient data to fix it.

[funmonkey100]

I have managed to find a workaround by adding the missing Resolution and Refresh rate using an app called Thread-Custom-Resolution-Utility-CRU. It adds a key to the registry.  Now it permanently has my 1080@75hz. Try doing it for all 3 monitors and see if the problem returns.

@Earl_Intel @DeancR_Intel  I don't know if this would be the problem with the Intel GPU (software) but I have noticed that my resolution only shows up on the extension block CTA-861 with the EDID and was not sure if that could be the problem. Dont know if you wanted to forward my findings to a software engineer. I have fixed the problem by adding my resolution and refresh rate to the detailed resolutions section also works by adding on standard resolutions. My resolution does already exist in the CTA-861 but didn't show up on Windows just Linux.

Hope this helps anyone.

[Arara]

I've tried CRU, but my situation is quite strange. For example, today when I booted up, Monitor 1 and Monitor 2 were detected at 75Hz, but Monitor 3 was only at 60Hz. However, in CRU, the settings for all three monitors are the same, and they all support 75Hz.

Interestingly, after running CRU's restart64.exe, Monitor 1 was only at 60Hz while Monitors 2 and 3 were detected at 75Hz.

[funmonkey100]

Just a random idea, remove the 1080p 60Hz from the detailed resolutions for all three monitors and see if that works. That should make the 75 Hz the only option. The default resolution for my monitor is 1080p 60Hz, and it picks that one as default on Windows and Ubuntu. It is worth a try. If it doesn't exist, hopefully it won't pick it.

[funmonkey100]

Just another thought, try to move the 75Hz refresh rates at the top of the list using the up arrows on each of the sections, not sure if that will help. 

[Arara]

I made a drastic modification by removing all other resolution options and keeping only 1920*1080 75Hz, applying the same parameter settings to all three monitors. Something interesting happened - whenever I use restart64.exe, the three monitors would randomly end up with either two at 75Hz + one at 60Hz, or all at 60Hz, or all at 75Hz.

Additionally, I’m not sure if my CTA-861 timing parameters are set correctly. I’ve tried multiple approaches: modifying only the 75Hz setting in the original configuration, or using the software’s default configuration with 75Hz applied.

[funmonkey100]

After decoding your EDID, I got this. It might help if you need to tweak your timings.

[Earl_Intel]

Hello Arara,

I appreciate you taking the time to compile this helpful information so I may look into it more.

Don't worry, I'll provide you an update on the cause of this problem after my internal investigation.

Best regards,

Earl E.

Intel Customer Support Technician

[Arara]

During testing, I observed that the B580 device currently connects to three monitors with completely identical EDID data. However, two monitors were detected at 75Hz, while one only showed 60Hz. After power-cycling (toggling the power twice) the 60Hz monitor, it successfully recognized 75Hz, and all three monitors now operate at 75Hz. Notably, the EDID data remained unchanged compared to before this operation.

[JeanetteC_Intel]

Hello Arara,

Intel does not recommend using any kind of adapters and can not guarantee 3rd party products/adapters will work as expected.

However, you can try the following to resolve the issue(s):

• Use a direct connection with a single cable that has the same connection type on both ends (HDMI to HDMI, DP to DP, etc.).
• Check the display cable to ensure the cable is good and that it isn't the source of the display problem.
• Update the graphics driver to the latest version. Contact your system manufacturer to check if there is a graphics driver update available for your system.
• Check if Windows* and your BIOS is up to date. Check with the system manufacturer to see if updates are available for your system.
• Install the latest generic graphics driver released by Intel from the Download Center.

If the issue persists, it is possible that the adapter is not supported by the controller. In that case, you'll need to contact the adapter manufacturer for possible workarounds.

Source: Using Video Cable Adapters, Splitters and/or Docking Stations in Computers not Manufactured by Intel

I will proceed in closing this thread. Should you need assistance in the future, please submit a new question as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician