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WQHD via HDMI with Intel Iris Plus Graphics not possible

SimonMayr
Beginner
1,005 Views

Dear All,

I'm running a Surface Pro 7 with Intel Iris Plus Graphics and want to use WQHD resolution via HDMI. However, though I set this as a customized resolution, it doesn't set higher than FullHD.
Other cables have been tested without any differences. Are there any other topics to consider?

Thanks for your support.

 

Spec:

Graphics: Intel Iris Plus Graphics

Driver: 27.20.100.9621

Connection: HDMI

Monitor: PL2791Q

0 Kudos
10 Replies
JosueO_Intel
Moderator
993 Views

Hello SimonMayr,


Thank you for posting on the Intel®️ communities. In order to have a better understanding of the issue, please share with us the following information: 


  1. Have you tried using the drivers provided by the OEM?
  2. Have you checked the supported resolutions of your system with Microsoft?
  3. Have you tested another monitor?
  4. Graphics report, open the Intel® Graphics Command Center (IGCC), in order to get please open IGCC, go to the support tab, select system diagnostic, click "generate report", save the file and attach it to your response. 


Also, please download and install the Intel®️ System Support Utility (Intel®️ SSU):

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

Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View".  

Click on "Next", save the report and attach it to your response.



Regards, 


Josue O.  

Intel Customer Support Technician



SimonMayr
Beginner
970 Views

Dear Josue,

 

Thank you for your support.
Referring to your questions

  1. Yes, OEM driver was running before. Current driver was installed hoping to overcome this issue.
  2. In the current setup the physical WQHD resolution of the monitor is not available in the selection. I needed to add it as a customized setting.
  3. No, another monitor was not tested. However it works when a DisplayPort cable is used.
    Unfortunately, I added anpother PC to my desk and I'm running a KVM switch to switch over between the PC and the surface. This switch is requiring HDMI. But also, the other PC can run the WQHD resolution within this system.
    So, I'm pretty sure it's the graphic controller inside the surface that lacks.
  4. see attachment

 

Best Regards

Simon

JosueO_Intel
Moderator
978 Views

Hello SimonMayr,


Were you able to check the previous post?  

Let us know if you still need assistance.  



Regards, 


Josue O.  

Intel Customer Support Technician


JosueO_Intel
Moderator
969 Views

Hello SimonMayr,


We recommend performing a clean install of the latest graphics drivers provided by the system manufacturer since these drivers are customized. Follow these steps:


Check Windows* updates:


• Click the Windows Start button. 

• Click the search and type Windows updates and click on that option.

• Select Check for Updates and ensure you have the latest Windows* version. 


Clean installation of the Graphics Driver:


1- Download the latest customized driver from the Computer Manufacturer Support Websites and save the installer on the computer.

2- Disconnect from the internet to make sure the driver will not be automatically updated by Windows.

3- Uninstall the Intel Graphics driver. To do this, please follow the steps on the link below under these sections:


• Uninstalling the Intel Graphics Driver via the Device Manager Method

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics.html


4- Restart the computer.

5- Right-click the Windows Start button. Select Device Manager.

6- If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as 'Microsoft Basic Display Adapter', 'Standard VGA Graphics Adapter', or similar. If not, repeat step 3. Repeat the process until it is listed as 'Microsoft Basic Display Adapter'.

7- Install the latest graphics driver provided by the system manufacturer.

8- Once the latest driver has been installed, enable the internet connection again.

If the issue persists, repeat the Clean installation process using the latest Intel® generic graphics driver available at Download Center.


https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html


It is important for you to know that we don't recommend using any dongles, adapters, or any type of device between the display and the computer because these devices can cause issues with resolutions, performance, and more. Please try using a straight connection and share with us the results. 



Regards, 


Josue O.  

Intel Customer Support Technician



JosueO_Intel
Moderator
952 Views

Hello SimonMayr,


Were you able to check the previous post?  

Let us know if you still need assistance.  


Best regards,  


Josue O.  

Intel Customer Support Technician


SimonMayr
Beginner
937 Views

Hello Josue,

Thanks for your input.

 

So far, I have executed the procedure with the Microsoft driver/software. Unfortunately without success, yet.
Further test with Intel software is still open. I need to pursue this within next days.
I will come back as soon as new status is available.

 

Best Regards
Simon

JosueO_Intel
Moderator
918 Views

Hello SimonMayr,


Thank you for the information provided, in this case, after checking the graphics report provided, we found that the resolution is being detected by the graphics card. Since everything works fine using the Display Port connection, the issue seems to be related to other limitations on the computer. Our recommendation is to check with Microsoft* to see if there are any limitations with the HDMI port or compatibility issues between your monitor and the laptop. 


Remember that we do not recommend the use of any dongles, adapters, or any type of device between the display and the computer because these devices can cause issues with resolutions, performance, and more. Please try using a straight connection and share with us the results.



Best regards,  


Josue O.  

Intel Customer Support Technician



JosueO_Intel
Moderator
793 Views

Hello SimonMayr,


If you need any additional information, please submit a new question as this thread will no longer be monitored.


Best regards,  


Josue O.  

Intel Customer Support Technician



Alx24
New Contributor II
762 Views

Surface Pro 7 video outputs

https://www.microsoft.com/en-us/surface/devices/surface-pro-7/tech-specs

"Surface Pro 7 tech specs"

...

Display

Screen: 12.3” PixelSense™ Display
Resolution: 2736 x 1824 (267 PPI)
Aspect ratio: 3:2
Touch: 10 point multi-touch
////////////////////////////////////////////////////////////////////////////////
1 x USB-C®
1 x USB-A
////////////////////////////////////////////////////////////////////////////////
3.5 mm headphone jack
1 x Surface Connect port
Surface Type Cover port⁴
MicroSDXC card reader
Compatible with Surface Dial off-screen interaction*

...

Microsoft Corp. designs and manufactures a number of its own adapters that target HDMI

https://www.microsoft.com/en-us/store/collections/cablesconnectorsadapters

"Cables, connectors and adapters"


https://www.microsoft.com/en-us/store/collections/surfacepowerdock?icid=SurfaceAccCat_Nav3_PowerDock...

"Power & dock"


https://www.microsoft.com/en-ww/accessories/products/display-adapters/microsoft-4k-wireless-display-...

"New Microsoft 4K Wireless Display Adapter"


https://www.microsoft.com/en-us/d/surface-usb-c-to-hdmi-adapter-for-business/8spdxnwqzkj5?cid=msft_w...

"Surface USB-C to HDMI Adapter for Business"


https://www.microsoft.com/en-us/d/surface-mini-displayport-to-hdmi-20-adapter/8q5dqkd29gxt?cid=msft_...

"Surface Mini DisplayPort to HDMI 2.0 Adapter"

with online support


Adapters for USB A to HDMI are also available

https://en.j5create.com/products/jua354

USB™ 3.0 TO 4K HDMI™ DISPLAY ADAPTER


https://www.amazon.com/gofanco-Multiple-Displays-External-Graphics/dp/B01GSW3K96?ref_=ast_sto_dp&th=...

gofanco USB 3.0 to HDMI or DVI Video Graphics Card Adapter for Multiple Monitors w/ Audio Up to 2560x1440 for Windows & Mac Systems Using DisplayLink [Includes HDMI-to-DVI Converter Part] (USB3HDMI)

...

Alx24.

 

Alx24
New Contributor II
732 Views

And

https://www.amazon.com/Cable-Matters-Adapter-Supporting-Resolution/dp/B018YHMMQ0

"Cable Matters USB to HDMI Adapter (USB 3.0 to HDMI Adapter, USB 3 to HDMI Adapter) Supporting 4K Resolution for Windows"

Alx24.

 

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