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Cedric2
Beginner
146 Views

Unable to extend screen to 2 external monitors

Using an adaptor, I was able to connect to 2 HDMI from the 2 external monitors that I have. With this set-up, I was able to detect 2 external screens in my work laptop (Dell brand).

However, the issue comes when I am using my personal laptop running on Intel® Iris® Plus Graphics. My laptop could detect the 2nd external monitor but the 3rd external monitor is a duplicate of the 2nd one. Extend display option on extends from my laptop screen to the 2nd monitor. This has been very troubling. Could it be a software issue?

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5 Replies
Maria_R_Intel
Moderator
135 Views

Hello Cedric2,


Thank you for posting on the Intel* Community.


To better assist you, please provide us with the below details:


  • We need specific details about the connections you're using, are you using a docking station? an HDMI splitter? are you connecting the displays directly to the PC using HDMI to HDMI or DisplayPort to DisplayPort? Please provide very specific details about the setup.
  • Just to confirm the setup that it is not working is: 3 external displays, plus the Laptop's monitor?
  • Which tool are you using to configure the external monitors? Windows Display Settings or Intel Graphics Command Center?


I will send you an e-mail to the e-mail address associated with your community profile. Please reply to the email in order to provide us with some reports to avoid exposing sensitive information in the communities.


Best regards,

Maria R.

Intel Customer Support Technician





Maria_R_Intel
Moderator
121 Views

Hello Cedric2,


Thank you very much for your response.


Please, check the following article that you may found helpful: https://www.intel.com/content/www/us/en/support/articles/000005599/graphics.html


Also, I noticed that you are using the generic driver from Intel version 27.20.100.9168, 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 or through Windows Update to eliminate the potential impact caused by loading non-custom drivers.


We also recommend the use of adaptors or dongles, we highly suggest the use of straight connections. . This is because we cannot test all of them, so we cannot guarantee that these are going to work. The best solution is doing a direct connection with a single cable that has the same connection type on both ends or confirm with the system manufacturer, Microsoft* in this case, the compatibility of the cable used and also, that the connection will not affect the graphics performance.


If the above steps don't work we highly suggest contacting the equipment manufacturer, since you are using a highly customized third-party system, the best is to verify with the manufacturer that there is no limitation for this feature, in this case, Intel just provides the CPU in stock settings, and we do not have control over any customization that the equipment manufacturer has performed.

 


Best regards,

Maria R.

Intel Customer Support Technician


Cedric2
Beginner
41 Views

Hi Maria,

 
thanks for your reply. However, you lost me right at the start of your paragraph. I am still unclear if my laptop is able to support or not and what is a highly customised third-party system, straight connectors? Is there other information you need?
 
It sounds like I am complicating my needs when I only wished to extend to 2 external monitors to carry out analytical work. It also sounds like I should retire this new microsoft laptop I just bought and get a new one?
 
Thank you.
Alberto_R_Intel1
Employee
13 Views

Hello Cedric2, Thank you very much for your response.


"I am still unclear if my laptop is able to support or not?", in order for us to be able to answer that question, we need first to confirm if the display configuration you need to set is the screen of the laptop plus 2 external monitors or if it is the screen of the laptop plus 3 external monitors? The reason for that is that the Graphics controller supports up to 3 displays, so if you are trying to connect 3 external monitors, then you will need to disable the screen of the laptop.


"What is a highly customised third-party system?" It is basically every laptop, they need a customized Graphics driver tested, validated, and provided by the manufacturer of the computer, that driver contains customizations so once it is installed it will enable all the features and functions that are advertised for the laptop, using a Generic driver like the Intel® one might get installed but some features and functions of the laptop might not work as it should or not work at all.


"straight connectors?" This is when you use a cable like for example HDMI and you don't need adapters, docking stations, or converters, just once straight HDMI cable that goes from the HDMI port of the computer to the HDMI port of the monitor.


Just to confirm, did you tried the steps provided previously, what was the outcome?

Since you are looking to connect 2 external monitors, in theory, it should work, for us to be able to check on that, please provide an SSUr report updated after trying the steps above, and also the Intel® Graphics report for us to check further details about your platform:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html


Regards,

Albert R.


Intel Customer Support Technician


Cedric2
Beginner
11 Views

Hi Alberto,

The set-up is 1 laptop to 2 external monitor display.

I have HDMI connectors, one from each external monitor to an adaptor which then connects to my laptop via usb-c. My pc only has 1 usb-c port.

For the earlier recommendations, both of them did not work.

 

Attached are the requested details.