UHD Graphics 750 changes resolution when monitor sleeps

[kroll]

Hello All,

I have a problem with UHD Graphics 750 (on MSI Z590 Pro Wifi).

When the monitor is turned off (after e.g. 10 min, by Power Setting) I can hear the "USB/Device change sound". It goes back and forth (pairs of sounds 3 seconds apart - "plugged"/"unplugged") every ~20-40 or so seconds.

Why I think it's a graphics problem? - After "unplugged" sound, when I moved mouse to wake up monitor, the screen resolution was incorrect (black bars at top/bottom of the screen, illegible font, etc).

I have Intel Graphics Command Center installed. More details below.

How it can be fixed?

Thank you in advance for your assistance!

Report Date: Saturday, 12 February 2022
Report Time [hh:mm:ss]: 09:05:30 AM
Operating System: Microsoft Windows 10 Pro 10.0.19044
IGCC Version: 1.100.3407.0
Language: en-US
Physical Memory: 15.81 GB
Current Resolution: 1920x1200

Processor: 11th Gen Intel(R) Core(TM) i7-11700K @ 3.60GHz
Processor Speed: 3600 MHz
GFX Driver Name: Intel® UHD Graphics 750
Shader Version: 5.1
OpenCL* Version: 3.0
* Microsoft DirectX* *
Runtime Version: 12
Hardware-Supported Version: 12
Vendor ID: 8086
Device ID: 4C8A
Device Revision: 04
GFX Driver Version: 27.20.100.9127
Dedicated RAM: 0 GB
Shared RAM: 8 GB
Max Supported Displays: 3
GFX Vulcan: 1.2.162
GFX GOP: 17.0.1063

* Devices connected to the Graphics Accelerator *

Active Displays: 1

* Digital Display 1 *

Display Name: HP ZR2440w
Display Type: Digital
Serial Number: CN43440J8K
DDC2 Protocol: Supported
Gamma: 2.2
Connector Type: DisplayPort

Maximum Image Size
Horizontal - 20.47 inches
Vertical - 12.6 inches

Supported Modes
640 x 480 (60p Hz)
640 x 480 (75p Hz)
720 x 480 (60p Hz)
720 x 480 (60i Hz)
720 x 576 (50p Hz)
800 x 600 (60p Hz)
1024 x 768 (60p Hz)
1280 x 720 (50p Hz)
1280 x 720 (60p Hz)
1280 x 960 (60p Hz)
1280 x 1024 (60p Hz)
1440 x 900 (60p Hz)
1600 x 1200 (60p Hz)
1680 x 1050 (60p Hz)
1920 x 1080 (50p Hz)
1920 x 1080 (50i Hz)
1920 x 1080 (60p Hz)
1920 x 1080 (60i Hz)
1920 x 1200 (60p Hz)

Power Management Support
Active Off Mode Supported

Raw EDID:
00 FF FF FF FF FF FF 00 22 F0 54 29 01 01 01 01
2C 17 01 04 A5 34 20 78 23 4C A5 A7 55 4D A2 26
10 50 54 21 08 00 D1 C0 81 C0 81 40 81 80 95 00
A9 40 B3 00 01 01 28 3C 80 A0 70 B0 23 40 30 20
36 00 06 44 21 00 00 1A 00 00 00 FD 00 18 3C 18
50 11 00 0A 20 20 20 20 20 20 00 00 00 FC 00 48
50 20 5A 52 32 34 34 30 77 0A 20 20 00 00 00 FF
00 43 4E 34 33 34 34 30 4A 38 4B 0A 20 20 01 B9

02 03 19 C1 4C 90 1F 05 14 04 13 03 02 07 06 12
01 23 09 07 07 83 01 00 00 02 3A 80 18 71 38 2D
40 58 2C 45 00 06 44 21 00 00 1E 02 3A 80 D0 72
38 2D 40 10 2C 45 80 06 44 21 00 00 1E 01 1D 00
72 51 D0 1E 20 6E 28 55 00 06 44 21 00 00 1E 01
1D 00 BC 52 D0 1E 20 B8 28 55 40 06 44 21 00 00
1E 8C 0A D0 8A 20 E0 2D 10 10 3E 96 00 06 44 21
00 00 18 00 00 00 00 00 00 00 00 00 00 00 00 7B

* Other names and brands are the property of their respective owners.

[Alx24]

https://www.msi.com/Motherboard/Z590-PRO-WIFI

...

ONBOARD GRAPHICS

1x HDMI 2.0b with HDR port, supports a maximum resolution of 4K 60Hz 12
1x DisplayPort 1.4 port, supports a maximum resolution of 4K 60Hz 12
Available only on processors featuring integrated graphics.Graphics specifications may vary depending on the CPU installed.

...

https://support.hp.com/us-en/document/c03025540#AbT0

...

Video/other input specifications

Input connectors
(1) DVI-D connector; (1) DisplayPort connector; (1) HDMI connector; (HDCP support on DisplayPort, HDMI and DVI)

...

Alx24.

[kroll]

I use display port on both ends.

Everything works fine, but the PC goes "crazy" when the monitor is put to sleep.

[AndrewG_Intel]

Hello kroll

Thank you for posting on the Intel® communities.

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.

Best regards,

Andrew G.

Intel Customer Support Technician

[kroll]

Andrew,

Thanks for checking on this - so far, no answer to me problem.

[AndrewG_Intel · Accepted solution]

Hello kroll

Thank you for your response.

In order to review this further, could you please provide us with the following information?

1- Is this a new system? Did the computer work fine before or are you experiencing this issue since the first day that you have the device?

2- If this worked fine before at any moment, were there any recent hardware or software changes that might relate to the point when the issue started? (For instance, Windows, driver, BIOS, or software updates?)

3- We understand that you are using DisplayPort* (DP) at both ends. Do you mean you are using a straight-through connection DP-to-DP with a single cable to connect the PC and the monitor? (Not using video adapters, dongles, HUBs, receivers, etc?). Also, have you tested with different cables? Please provide details.

4- Have you tested with another monitor (using a straight-through connection)? And/or have you tested the monitor with another computer? Is the behavior the same?

5- Does the behavior occur every single time that the PC goes to sleep? Is it reproducible 100% of the time or is it random?

6- Does the monitor have a built-in USB HUB? If yes, do you have USB devices connected to it?

7- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system:

• Download the Intel® SSU and save the application on your computer
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
• To save your scan, click Next and click Save.
• Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Best regards,

Andrew G.

Intel Customer Support Technician

[kroll]

Andrew,

Apologies for a slow response - I was traveling, but I'm back now.

It seems that there are a few follow-ups I need to perform. Let me try to take care of these later this week.

Thanks,

P.

[kroll]

Andrew,

That's a very comprehensive set of checks/questions you listed... and that helped to solve this issue!

I had used DP cable (DP on both ends), but I did not have another cable like this for testing, so I switched to DP to (DVI with DVI-DP adapter). Changing the cable fixed the problem! 🙂

There were no indications that there could be something wrong with the cable, but changing it solved that issue.

I have used the new cable for the last 2 days, and it all works great. Case closed.

Thank you for your assistance!

Peter

[Alx24]

In EDID of display there is "Manufacture Date: 44/2013".

...

Basic Display Parameters
Digital Input
Compatible with VESA DFP
Maximum Horizontal Image Size: 52
Maximum Vertical Image Size: 32
Display Gamma: 2.20
DPMS Standby
DPMS Suspend
DPMS Active-Off
Display Type: RGB 4:4:4
Standard sRGB Color Space
Preferred Timing Mode
GTF Supported

...

Alx24.

[AndrewG_Intel]

Hello kroll

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello kroll

Thank you for your response. Sure, no problem, we will be waiting for your reply with the information requested.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello @kroll

You are very welcome and thank you for your response.

We are glad to know that the issue has been solved after changing the cable. Thank you for the feedback.

Since the thread has been marked as "Solved" we will proceed to close it now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician