165hz option no longer available in advance display setting

[Abhimata01]

I have a 165hz monitor (Fantech Chimera GM271SF) as an extended display from my MSI GF63 Thin 11SC. A few months ago it was running on 165hz smoothly. But, since an intel driver update (I forgot which one), the option to run the monitor on 165hz is no longer available. Currently it's limited on 120hz. I didn't change the cable (HDMI 2.1) so I don't think it's a hardware problem. I have tried to install the recommended driver from the MSI website and also updated all of my drivers (GPU, CPU, and even BIOS) to the current version. But sadly it still doesn't fix the problem.

Any help would be much appreciated. Thanks.

[JedG_Intel]

Hello Abhimata01,

Thank you for posting at Intel Community Forum.

I understand that you are seeking assistance with regards to the resolution of your monitor. To help you with this, please try the recommendations on this link.

Please let me know if the recommendations helped or changed anything. In case the same issue occurs, please share the information below for me to investigate further.

1. Have you tried using other display cables?

2. Have you tried using OEM drivers?

3. Have you tried rolling back the driver?

Additionally, to have a better understanding of your system configuration and components please generate System Support Utility (SSU) report. Please follow instructions here and send the report - How to get the Intel® System Support Utility Logs on Windows*

Have a good one!

Best regards,

Jed G.

Intel Customer Support Technician

[Abhimata01]

Thanks for the suggestions but unfortunately the display settings still doesn't show the 165hz. For instance, 1) I bought a brand new 2.1 HDMI cable, 2) I've installed the recommended intel driver on the MSI website based on my laptop's model, 3) I've tried installing several driver that was available on the Intel website.

Based on a forum, I found that this problem is driver based. It's exactly the problem I'm having right now. 

https://community.intel.com/t5/Intel-ARC-Graphics/144Hz-Monitor-stuck-at-120Hz-that-was-previously-working-at/m-p/1633266/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufE0xSEVaNjYxMThLQkI2fDE2MzMyNjZ8U1VCU0NSSVBUSU9OU3xoSw#M16744

[JedG_Intel]

Hi Abhimata01,

Thank you for sharing more information.

It seems that the link with the recommendations was not attached. Please see this link for the troubleshooting recommendations - Unable to Select the Native Resolution

Please let me know if it improves or changes anything.

Have a good one!

Best regards,

Jed G.

Intel Customer Support Technician

[Abhimata01]

Still doesn't fix the problem. Did the SSU report didn't give any useful information? And I don't understand which link is not attached, I'm pretty sure the SSU file is attached to my reply. Really hope you could help me to find a solution. Thanks.

[JedG_Intel]

Hello Abhimata01,

I apologize for the confusion. The link with the recommendation was not attached to my first response hence why I attached it on my second response. For clarification, this is what I'm talking about - 

Unable to Select the Native Resolution

Additionally, are you using discrete graphics for the external display? To further isolate the issue, could you please try using iGPU and check if the same issue will occur?

I hope to hear from you soon!

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Abhimata01,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Abhimata01,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Jed G.

Intel Customer Support Technician