Can't get refresh >30Hz at 4k with Arc A750 (but the same KVM & display do 4k60 with Iris Xe)

[JasonR]

I've got a personal desktop (with an Arc A750 running 31.0.101.5085) and a work laptop (with Iris Xe graphics) both connected via HDMI to a TESmart 4:1 KVM (HKS0401A2U), and from there to a Vizio M437-G0 television.

When I select 3840x2160 60Hz on the work laptop, all goes well.

When I select 3840x2160 60Hz (or 59.94 or 50) on my personal desktop, the display blanks, with short flashes of perfectly fine Windows desktop.  I have to let it time out and fall back to 30 Hz - 4k30 works fine.

The Iris Xe convinces me the KVM and display are both ready and willing to do 4k60 - there's something misconfigured somehow with my Arc A750.  Where do I go next?

[ACarmona_Intel]

Hello JasonR,

Thank you for posting in our Intel communities.

We understand that you are experiencing problems with your Intel A750 graphics card since you are unable to select 3840x2160 60Hz on your personal desktop.

After verifying the 4x1 HDMI KVM Switch HKS0401A2U, it can be configured to 4K@60Hz. The Vizio M437-G0 supports 3840 x 2160 resolution, and the Intel A750 arc graphics supports up to 4096 x 2160 at 60 Hz for HDMI resolution. This implies that 3840 x 2160 at 60 Hz should basically work.

Based on our search, it appears that corrupted display drivers may be the reason you are unable to access the screen resolution settings.

Regarding that, please follow the troubleshooting steps below:

• Do a clean driver installation of the latest driver using Display Driver Uninstaller:

1. Uninstall the current driver using Display Driver Uninstaller. Check for How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver instructions.
   1. Go to the Download Center and download the latest driver available.
   2. While the system is in safe mode, install the driver on the system. Check How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11 for installation instructions.
   3. Restart the system.

• Third-party applications like Custom Resolution Utility can be used to create a custom resolution. Go to the Customer Resolution Utility website for download and instructions.

Please let us know the result of the troubleshooting steps that you will be performing so we can decide what we can do next.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[JasonR]

Thanks, but that didn't help.

I booted into Safe Mode and used DDU to uninstall all my graphics drivers.  While stripped down to the Microsoft Basic Display Driver, it appears I had 3840x2160 resolution at 64 Hz - see screenshot attached.

I then installed the Intel graphics driver (31.0.101.5085) after manually downloading it: gfx_win_101.5085_101.5122.exe

And now I'm back where I started - I can select 60, 59.94, or 50 Hz, but any of those resolutions cause my monitor to go black, and revert to 30Hz after 15 seconds of waiting.

[ACarmona_Intel]

Hello JasonR,

We appreciate you taking the time to respond and follow our troubleshooting instructions.

To further isolate the issue that we have, please provide your SSU, as I will discuss our issue with my team.

As Intel SSU scans for system and device information so we can further troubleshoot the issue.

How to get the Intel® System Support Utility Logs on Windows*:

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Furthermore, please try the following troubleshooting steps below:

• Intel® ArcTM Graphics Cards Stop Displaying to Monitor (Black Screen)
  • https://www.intel.com/content/www/us/en/support/articles/000091847/graphics.html
• Have you already enabled the rebar size? as rebar has a big impact on the Intel arc's overall performance. If not, please enable it.
  • What Is Resizable BAR, and How Do I Enable It?
  • https://www.intel.com/content/www/us/en/support/articles/000090831/graphics.html
• How to Resolve the Issue with the Black Screen While Using the System with Discrete Graphics
  • https://www.intel.com/content/www/us/en/support/articles/000094823/graphics.html

We will be waiting for your response!

Thank you, and have a great day ahead.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello JasonR,

We are checking in with you on the Intel® ArcTM A750 Graphics to see if you have already performed the recommendations that we have provided or if you have any additional queries or require further explanation. Please know that we would be happy to assist you if you have any questions.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello  JasonR,

We are checking in with you on the Intel Arc A750 graphics issue that we have, as we have not heard any response from you.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello JasonR,

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

Thank you, and have a great day ahead.

Best regards,

Carmona A.

Intel Customer Support Technician