problem with 4k display

[ConcernedUser]

After recent iris xe driver update, my external display switched from 4k to full hd.

I'm using a dell laptop with samsung C34H89x display.

Driver rollback only offers generic windows option for both my graphics card and display, which doesn't support 4k either.

After connecting the monitor to a computer with a dedicated nvidia card, it worked fine (same hdmi cable, btw.).

How to enable 4k on the problematic machine? Is there perhaps a driver version with which the display works as intended?

[Mike_Intel]

Hello ConcernedUser,

Thank you for posting in Intel community Forum.

For us to further check this, please help provide the following details:

1. What is the complete model of your processor?
2. Can you share the link of the driver that you installed?
3. Can you still remember the driver version installed before the update?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ConcernedUser]

Hello,

thanks for the reply.

The processor in question is Core i7-1165G7.

The graphics driver currently installed is 31.0.101.5593.

Unfortunately, another user of the computer tried to reinstall the drivers himself, and the last version remembered by the system is the exact same as the one intalled.

[Mike_Intel]

Hello ConcernedUser,

Thank you for the quick reply.

Kindly try to perform clean driver installation and check if that will fix the issue.

Please follow the steps in this link:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Latest driver:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ConcernedUser]

Hello,

thanks again for the reply.

I've allready tried the complete removal and clean installation of the graphics driver. It did not work.

The driver that you linked is a newer version, however, and as soon as I'll get access to that computer I'll try a clean installation again.

I do suspect that there might be hardware issue with the processor/mobo or the port itself. Will verify as soon as I secure another 4k display.

[WesleyFraser]

Hi,

I was having the exact same issue you were having and managed to get something working today.

I installed the monitor drivers, not sure if that made any difference.

https://www.samsung.com/uk/support/model/LC34H890WJUXEN/

Then I went to display settings->related settings->advanced display and selected Display 2: c34H89x

The display information showed a display Adapter properties, which gave me the option to List All Modes and then I selected the 4k one and the display is working correctly now.

After the change I can set this display resolution in the display settings as well

[ConcernedUser · Accepted solution]

Thank you, but I've allready tried that as well, and still, neither the graphics driver nor the system did recognize the monitor as 4k.

What did the work was installing this particular driver:

https://www.dell.com/support/home/en-ly/drivers/driversdetails?driverid=8wpc8

I wonder: what is the A04 in the file name indicative of? The other drivers i've tried had either A08 or nothing in the file name instead...

[Mike_Intel]

Hello ConcernedUser,

Thank you for the quick reply.

I understand. We will just wait for your next update once you are done with further isolation of the issue.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ConcernedUser,

Thank you for the quick reply and I am glad that the issue is fixed using Dell's driver. A04 can mean different things and Dell is the only team who can answer that, however let me further explain that OEM manufacturer may modify, enhance or alter controllers like this Graphics. And to enable those enhancement, they may need a custom driver for that. It is also possible that the A04 is a custom driver from them.

Since the issue is now fixed, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Best regards,

Michael L.

Intel Customer Support Technician