Unable to achieve highest refresh rate monitor through laptop

[HeathroN]

Hi,

I seem to be unable to achieve the highest possible refresh rate on my monitor DELL S3422DWG (through HDMI) connected to my laptop.

The refresh rate I should be able to achieve is 100Hz @ 3440x1440 (21:9), currently I can only select 60Hz @ 3440x1440.

My laptop (DELL XPS 15 9520) is quite new as well with the following GPU specifications:

Dedicated GPU: 3050 Ti

Internal GPU: Intel® Iris® Xe Graphics

I've tried to select the higher refresh rate in Intel® Graphics Command Center and the systems settings of my laptop, I seem only be able to select a higher refresh rate on a lower resolution with black borders like 2560x1440.

The weird thing is that Intel says in the Intel® Graphics Command Center that the resolution and refresh rate should be supported; see the attached system diagnostic report from the Command Center.

[Jean_Intel]

Hello HeathroN,

Thank you for posting on the Intel️® communities. I am sorry to hear that you are experiencing issues with the refresh rate for your system.

In order to have a better understanding of your issue, please provide me with the following:

• Check the display cable to ensure the cable is good and that it isn't the source of the display problem.
• If you have the possibility, try using a different display cable or another video port (DP).  
• It is important to mention that Intel does not recommend using any kind of adapters, we always recommend using a direct connection with a single cable that has the same connection type on both ends (HDMI to HDMI, DP to DP, etc.).

There are two different types of drivers, generics provided by Intel and Equipment Manufacturer drivers, that are customized to work with each specific system. The best thing to do is to use the drivers provided by the system manufacturer (OEM). The latest Driver available on the Dell Website is the 31.0.101.3301, A03. I recommend you perform a clean installation of the driver

Best regards, 

Jean O.  

Intel Customer Support Technician

[HeathroN]

Hello Jean,

The HDMI cable that I use is provided with the Dell S3422DWG monitor.

I use an adapter indeed, it is the Dell DA20 (Type-C to HDMI and USB-A) adapter. (Delivered with the XPS 15)

I have a DP cable as well (Also included with the monitor), but I don't have an adapter/docking station to use it.

I have preformed a clean installation earlier, this didn't help.

Best regards,

HeathroN

[Jean_Intel]

Hello HeathroN,

As I mentioned before, Intel does not recommend using any kind of adapters, and we can't guarantee 3rd party products/adapters will work as expected. I would recommend you check with Dell to confirm if their adapter is capable of running the 3440x1440 at 100MHz resolution. Our suggestion is to use a direct connection (Type-C to Type-C, or HDMI to HDMI)

Also, I would like to suggest you install our latest drivers, as the issue persists using the latest OEM drivers. Our latest driver is the 31.0.101.3790 version, and you can find the driver on our website. It is important to mention that Intel’s generic graphics drivers are intended for testing, and installing this Intel generic graphics driver will overwrite any customized driver from your Computer Manufacturer (OEM).

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello HeathroN,

I hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello HeathroN,

I hope you are doing fine.

I have not heard back from you. So I will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards.

Jean O. 

Intel Customer Support Technician.