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loss of usb-c 4k output Iris Xe

jsn442
Beginner
827 Views

Hello all, 

It appears that my Lenovo yoga laptop no longer can output 4k video via USB C. When I attempt to change the resolution on the external monitor it is limited to 1920 x 1080. The intel graphics command center does show that the connected monitor is capable of 4k but the resolution settings only display options to 1080. This is a new problem, I have been running this external monitor at 4k for 6 months. I verified that the monitor setup is working correctly by using another laptop with Iris Xe and it worked fine. Here are all the steps I have tried.

  • Windows up date
  • Lenovo updates for video and bios
  • Updated driver directly from intel
  • Force installed 3 previous intel driver versions
  • Completely uninstalled driver from windows and reinstalled
  • Complete reinstall of Windows 11 

 

I do from time to time get the following event in the logs but it isn't all the time and it seems to have started successfully recently.

 

Device PCI\VEN_8086&DEV_9A49&SUBSYS_3F1A17AA&REV_01\3&11583659&1&10 had a problem starting.

Driver Name: oem6.inf
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: igfxn
Lower Filters:
Upper Filters:
Problem: 0x15
Problem Status: 0x0

 

I am completely at a loss as to what to try next. Any ideas?

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megan3000
Valued Contributor I
811 Views

maybe a silly question but, have you tried different cable?... (actually, this is not as uncommon as one may think, I have run into issues with cables that were able to work fine with higher resolutions and from one day to another, they no longer could handle those resolutions and replacing the cable did the trick)

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jsn442
Beginner
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Yes, switched out all cables and also tested the cables on another Iris Xe. 

 

For anyone that finds this post via google, after trying just about everything and talking to support it looks like a hardware issue and I sent the laptop in on warranty repair.  

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Steven_Intel
Moderator
774 Views

Hello jsn442,


Thank you for posting on the Intel® communities.


Since you have sent the laptop to the OEM for repair, we will proceed to close this thread.


Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.  


Best regards,


Steven G.

Intel Customer Support Technician.


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