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idata
Community Manager
7,122 Views

UHD 620 graphics 4k poor performance

Hello ,

I recently bought the Dell XPS9370 with 4K touchscreen ,i5,8GB ram and intel UHD 620 graphics.

I noticed that windows 10 UI animations like Win+Tab or minimizing\maximizing a window,are laggy and not smooth while in 4k resolution.

when I switched to FHD resolution 1920*1080, all UI animation ran silky smooth.

running latest drivers from Dell website including latest update for the graphics .

please help to fix the issue because reducing the resolution is not a proper fix.

thanks in advance

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14 Replies
idata
Community Manager
1,290 Views

anyone? please

n_scott_pearson
Super User Retired Employee
1,290 Views

How are you connecting the monitor? There is a reasonable likelihood that the issue is the dongles/cables you have used to do so. You need cables compliant with HDMI 2.0a or DisplayPort 1.4, for example.

...S

idata
Community Manager
1,290 Views

No external monitor. It is the screen of the laptop.

n_scott_pearson
Super User Retired Employee
1,290 Views

Then you need to contact the laptop manufacturer. This is their display and they need to sort out why it appears so badly.

...S

idata
Community Manager
1,290 Views

But it seems more logical to me that if it works fine in FUD and 2k but struggles pnly in 4k, maybe it is the graphics card?

n_scott_pearson
Super User Retired Employee
1,290 Views

If this was the case, then Dell would not have shipped it. Obviously, something has changed. Yes, it likely is the driver (my guess is that one of the updates to the driver installed by Windows Update is responsible). Regardless, you want to go through Dell to have this resolved. If it is the driver, Dell can lean on Intel and get a far higher priority placed on this issue that you ever could posting here.

...S

PBest1
Beginner
1,290 Views

Hi I am having the same problems too.

I have a Dell Inspiron 15 7000. i7-8550u @ 1.8GHz with16GB ram, MVNE Samsung 500GB PM981 storage, and a 4K touch display. I also have the Nvidia geforce 940m, but i think that the system is using the UHD Graphics 620 for rendering the laptop display. By spec along this thing should be ripping fast.

My problem was occasional freezing mouse, occasional flicker, occasional freezing file browsing.

I was able to determine that after one of these "freezing events", the Task Manager would show the GPU0 (UHD 620) would jump to 100%. I was able to demonstrate it with dell support by jumping from one window to another.

BTW: I experienced the problem with scaling at 150% and 200%. I have not tried at lower resolution that you suggest, or at 0% scaling at 4K resolution.

I went through support with Dell, and after 5 hours including OS refresh, my issue did not disappear. I convinced them to send me a replacement unit, which both are in front of me now. I thought the problem might be hardware but nope. The problem still exists with a virgin image right from dell, and then after the latest updates were applied.

I am very sad, as this unit cost me a lot of money, but still exhibits the problems. I just don't know how to proceed. Obviously we are experinceing the same issue on different models. This tells me there's a problem that's inherently broken between windows->intel graphics-> 4k display(?) that needs resolution.

I will monitor this forum and bridge other ones that i find.

idata
Community Manager
1,290 Views

Hello PatrickSB,

 

Thank you for contacting us regarding the issue that you are experiencing when 4K is enabled in your OEM Laptop, it will be more than pleasure to provide you with assistance on this matter.

 

In order for me to assist you better, please provide me with the .txt file that the System Support Utility Tool will generate. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

 

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

 

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

PBest1
Beginner
1,290 Views

Thank you for taking a look at this.

idata
Community Manager
1,290 Views

Hello PatrickSB,

 

Thank you for your response.

 

In this case the best recommendation will be to update your system since based on the SSU report, the BIOS of your machine and the graphic drivers are not the latest ones.

 

The BIOS that you currently have is the version 1.7.0, that was released back in Jan 31st, 2018 and the latest one will be 1.8.0 released back in March 28th, 2018.

 

The same applies for your graphic drivers which version is .4877 and the OEM of your machine released a newer version which is .4815 released back in March 7th, 2018.

 

Here you will find both files:

 

http://www.dell.com/support/home/us/en/04/product-support/product/inspiron-15-7570-laptop/drivers http://www.dell.com/support/home/us/en/04/product-support/product/inspiron-15-7570-laptop/drivers

 

If you have any question regarding the installation of both files, we strongly recommend you to get in contact with Dell* support so they can provide you with assistance on the installation of their files.

 

As an extra step, you can try the latest version of our generic Intel® Graphics Driver for Windows* that you can find here through an executable file:

 

https://downloadcenter.intel.com/download/27650/Graphics-Intel-Graphics-Driver-for-Windows-15-65-?pr... https://downloadcenter.intel.com/download/27650/Graphics-Intel-Graphics-Driver-for-Windows-15-65-?pr...

 

Please give a try and let us know the outcome.

 

Hope this helps.

 

Best Regards,

 

Diego S.

 

idata
Community Manager
1,290 Views

Hello PatrickSB,

 

 

I was taking a look to your case and I wanted to know if you need further assistance?

 

Please do not hesitate on contacting us back if you have any other question or concern.

 

In addition to our previous interaction, we would like to know if the issue goes away a lower resolution like 1920x1080@60hz.

 

As well please let us know if the issue that you are experiencing shares the same behavior as the one reported on the following thread, which is currently under investigation:

 

/thread/119093 https://communities.intel.com/thread/119093

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

PBest1
Beginner
1,290 Views

Thanks, but I think i found out that the problem may have been somehow related to the MVNe drive in my other laptop. The RMA replacement Dell sent me is working fine, but I did notice that they modified the Rev on their power supply, and that the MVNe SSD drive was no longer a Samsung 512G, but a Toshiba. Updated all drivers and firmware to the latest, and no more problems that i notice.

PBest1
Beginner
1,290 Views

Thanks, but I think i found out that the problem may have been somehow related to the MVNe drive in my other laptop. The RMA replacement Dell sent me is working fine, but I did notice that they modified the Rev on their power supply, and that the MVNe SSD drive was no longer a Samsung 512G, but a Toshiba. Updated all drivers and firmware to the latest, and no more problems that i notice.

It's strange, but read my account of the various changes here at my blog:

https://realworldnumbers.com/2018/04/12/inspiron-15-7000-problems/ Dell Inspiron 15 7000 Problems - RealWorldNumbers

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