UHD Graphics 730 and 770 unwanted artifacts drawn/appearing on second screen

[JDRSmith]

Hi,

I have a couple of HP SFF 290 G9 PC's.

One has an Intel UHD Graphics 770 and the other an Intel UHD Graphics 730.

Both machines have two 24" screens running at 1920x1080 60Hz refresh rate and Scaling 100%

Each PC has one monitor on HDMI connection and the other on VGA connection.

I am experiencing the same issue on both PC's.

When I open Sage 50 Payroll application on the HDMI connected screen and adjust a vertical column width, I get vertical lines drawn in the same location on the VGA connected screen.

If I relocate the Sage 50 Payroll application to the VGA connected screen and try the same thing the fault does not occur.

It only happens when the application is running on the HDMI connected screen.

I have tried all sorts of things all to no avail, I've already downloaded and installed Intel Driver and Support Assistant and installed the latest drivers, still the same thing occurs.

Another HP SFF 290 G9 which has an Intel UHD Graphics 730 also exhibits the same issue/fault.

Both the 770 and 730 do the same thing only when running the application from the HDMI screen, vertical lines are drawn all over the other VGA screen.

If I user several other older computers with Intel HD Graphics 620 and use the same monitors and cables running the same resolution, refresh rate and scaling the issue does not occur.

I can run the application on the HDMI screen and it does not redraw vertical lines on the VGA screen.

Have also tried computers equipped with NVidia and it also does not occur.

Its only happening on the new computers fitted with Intel UHD Graphics 7xx series.

Sage say this must be a bug with Intel UHD Graphics 7xx series drivers seeing as the issue does not occur on other computers with different graphics.

Any ideas what I can try ?

Is this something being worked on for a driver fix at some stage ?

Jim.

[KentRusselP_Intel]

Hi JDRSmith,

Thank you for reaching out to the Intel Community Forum. I appreciate your message and want to assure you that I’m here to assist you with your concern.

To better understand the issue and provide accurate support, could you please share the following details?

1. Are you using the same HDMI and VGA cables across all test machines?
2. Are there any other applications that exhibit similar behavior? Do the artifacts disappear when you close or minimize the Sage 50 application?
3. Can you describe the vertical lines in more detail (e.g., color, thickness, pattern, permanence)? I would appreciate it, and it would be best if you could provide images or a video recording that shows the vertical line.
4. When did the issue start? Did you make any changes to the computer before the issue began?

Additionally, please let me know if you’ve already tried the following troubleshooting steps:

• Adjusting the screen resolution and refresh rate on either monitor
• Testing different display configurations (e.g., assigning monitor 1 vs. monitor 2)
• Rolling back the display drivers

To help us better understand your system configuration and provide accurate support, we kindly request that you share the Intel® System Support Utility (SSU) logs from your device. These logs contain important details about your hardware and software environment, which are crucial for troubleshooting.

Please follow these steps:

1. Download and run the Intel® SSU application.
2. The tool will generate a text file containing your system information.
3. Refer to this guide for detailed instructions: Help Guide for the Intel® System Support Utility
4. Once completed, please attach the generated file to your response.

If you have any additional questions or need further assistance, please don’t hesitate to contact us.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[JDRSmith]

Hi Kent,

In answer to your questions ( see inline below )

To better understand the issue and provide accurate support, could you please share the following details?

1. Are you using the same HDMI and VGA cables across all test machines? - Customer has used different cables, I just tried, same result.
2. Are there any other applications that exhibit similar behaviour? Do the artifacts disappear when you close or minimize the Sage 50 application? - The artifacts do disappear on the VGA screen when I minimize the Sage 50 Payroll app on the HDMI screen.
3. Can you describe the vertical lines in more detail (e.g., color, thickness, pattern, permanence)? I would appreciate it, and it would be best if you could provide images or a video recording that shows the vertical line. The vertical lines vary in thickness depending on how fast I drag the column resize handle in the Sage 50 Payroll app, if I drag slowly then I can draw a solid block of lines, the faster I resize the column width the wider the gap between each line, at regular speed the gap is approx 5mm between 1mm vertical lines.
4. When did the issue start? Did you make any changes to the computer before the issue began? The customer has experienced this since having her new PC which is equipped with this new Intel UHD Graphics system, her old HP PC which had an older Intel Graphics did not exhibit the same issue, and was being run at the same resolutions/scaling and refresh rate. I have setup a fresh HP PC at our offices, though it has UHD 730, but I still get the same issue. I have tested with two other fresh PC's with different graphics, all running Windows 11 all updates installed on all machines. I only get the issue on machines with UHD 730/770 graphics, so presumably not specifically Sage as it works fine with NVidia or other older Intel graphics with no issues at all.

Additionally, please let me know if you’ve already tried the following troubleshooting steps:

• Adjusting the screen resolution and refresh rate on either monitor - Changed to various different resolutions, they all display the same thing 1920x1080, 1680x1050, 1280x1024, 
• Testing different display configurations (e.g., assigning monitor 1 vs. monitor 2) Issue does not occur if Sage 50 Payroll app is running from the VGA screen, only occurs when it is run from the HDMI screen ( but this is the users larger 27" preferred screen ) Plus I can repeat the exact same issue here with similar equipment albeit my test PC is a UHD 730, the customers is a UHD 770
• Rolling back the display drivers - Have tried the original HP drivers as per their website, Windows Updates installs newer drivers, Intel Driver and Support installs even newer latest drivers, they all exhibit same behaviour.

I have sent you a video of the issue and I will download and run Intel SSU and send you the result shortly.

[JeanetteC_Intel]

Hello JDRSmith,

Thank you for the comprehensive details and testing results. The information you've provided is very helpful in understanding the issue.

Based on your findings that this occurs specifically with UHD 730/770 graphics when running Sage 50 Payroll on the HDMI display, and your extensive testing across multiple systems and configurations, we'll need to investigate this further on our end.

I've received the video demonstration. To complete our analysis, please provide the Intel SSU logs file and IGCC report from the affected system. We'll analyze all this information and check for any known compatibility issues or potential solutions.

To generate IGCC report for EDID analysis, please follow the steps below:

1) If IGCC is not yet install on the Windows system, download and install the "Intel® Graphics Command Center" from the Microsoft Store.

2) Once installed, launch the Intel® Graphics Command Center (IGCC) software.

3) On the left side of the app, click on "Support" and then on top click "System Diagnostic"

4) To the right, click on "Generate Report" and you will be prompted to save it as a txt file.

5) Save the report which can be used for analysis.

I'm awaiting the requested files to proceed with the investigation.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JDRSmith]

Hi Jeanette,

I have now downloaded and run both the Intel SSU and the Intel Graphics Command Centre and attach both results text files for your review.

These are from my test HP PC at our offices as this is a much more fresh/vanilla system as it only has fresh Windows 11, O365 and Sage 50 Payroll installed and nothing else at all, no third party antivirus or any other apps like the customers machine has.

I thought it best to use this as the control test machine so we have far fewer things to consider.

It malfunctions in exactly the same was as the customers machine.

I've just realized, I have Intel Graphics on my brand new HP EliteBook 8 G1i !

As a test, I've just installed the Sage 50 Payroll latest download onto my laptop, which I have three external monitors attached to via an HP docking station, one HDMI, one DVI and another VGA.

I get exactly the same thing happen on my VGA monitor screen as well, in fact worse !

Rather interestingly, the vertical line artifacts do not disappear on my external attached VGA monitor when I minimize the Sage app on my laptop screen or click the empty desktop on the VGA screen, like they do with the two HP PC's

The only way I can get my external VGA monitor to clear/get rid of the vertical line artifacts is to drag an app ( Windows Explorer ) over onto the VGA screen, then they disappear.

If I drag the Sage 50 Payroll app over to my VGA screen then it works fine on there.

So its easy enough to replicate on multiple machines.

Looks to me to be some bug with the latest Intel Graphics driver when allied to VGA output and the Sage 50 Payroll app ( at least )

Here's a link to the Sage download page in case its helpful.

https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112430229&hypermediatext=null

As yet I have not been able to replicate this with any other apps, only Sage 50 Payroll.

But like I said previously, with older Intel Graphics and current and older NVidia graphics the Sage 50 Payroll app works fine.

Its only the latest series Intel Graphics that appears to have this odd issue.

Jim.

[KentRusselP_Intel]

Hi JDRSmith,

Just a quick heads-up — since your device is an OEM unit, you’ll need to contact HP directly for support if the issue isn’t resolved. OEMs often customize certain features or components, so HP is in the best position to help with updates and compatibility.

From the files you shared, it looks like your current BIOS version is F.32, while the latest available version is F.44. We recommend updating to BIOS version F.44. For this, you can contact HP directly, as they provide the appropriate update for your specific device.

Also, it seems you're currently using a generic graphics driver. It's important to use the OEM-provided drivers instead, as they’re tailored specifically for your hardware and can help ensure optimal performance and compatibility.

You can download the correct drivers here: HP Pro SFF 290 G9. For any testing or troubleshooting, please make sure to use OEM drivers across all your models. If the issue continues after updating, we strongly suggest reaching out to HP support: Contact Official HP® Support

I will proceed to close this inquiry. Should you require further assistance or have additional questions, please feel free to submit a new request. Kindly note that this thread will no longer be monitored once closed.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[JDRSmith · Accepted solution]

Hi Kent,

No worries, I think we now know that it isn't faulty equipment as such that can be replaced.

I can also replicate the issue on a brand new Lenovo ThinkCentre workstation that has the latest Intel Graphics, so its not just an issue with HP workstations and laptops.

I'll contact Sage 50 Payroll Technical Support and suggest they make their software development team aware of this issue.

Seeing as it only appears to do it with this one specific application then they must pay some significant part in it I guess.

Thanks for your help anyway.

Jim.