Latest Intel Arc A770 driver update forcing 1440p monitors to run at 1080p

[RobSKi]

I have an Intel Arc A770 - 16GB and I have just installed the latest driver 31.0.101.4826 and it has caused a really strange problem.

My BenQ GW2765 monitors which run at 2560x1440 are now being forced to run at 1920x1080.

I have a taken a look at the device manager and under the previous driver 31.0.101.4577 they were showing as BenQ GW2765, now they are showing as Generic Monitors.

I cant roll back this driver and there is no update available - I have also looked online and there is no driver on the BenQ support site - If I remove the latest Arc drivers and revert back to the previous version the monitors display correctly in device manager and at the correct resolution, so it IS an issue with this driver update.

Help.

Rob

EDIT: I'm using DP cables, when I switch to the HDMI cable the normal resolution and driver behaviour returned so Its possibly DP cable related, ill continue tests.

[RobSKi]

Edit #2: Using Display port to HDMI converters seems to have resolved the issue for now, however, I shouldn't have to use these devices to get basic functionality of this card. I accept part of adopting new tech is accepting disruption. The DP cables I was using were both DP 1.4 so no issues should be present since DP 2.1 is backwards compatible. I suspect something in the Firmware update or software driver update has altered the way DP behaves (at least that's how it feels) I couldn't find anything explicate in the patch notes so I'm still unsure as to the cause of this issue.

I will periodically try the DP cables after subsequent updates to see if any attempt to fix the issue has been made.

[Andres_Intel]

Hello RobSKi,

Thank you for posting on the Intel communities. I understand how frustrating is not to be able to run a monitor at 1440p when using the Intel® Arc™ A770 Graphics, I am more than happy to help you.  

To have a better understanding of the issue, please answer the following questions: 

• Which driver version did the issue start from?
• To check your system configuration, attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows.

Regards,  

Andres P. 

Intel Customer Support Technician 

[RobSKi]

Previous driver: 31.0.101.4577

Current driver:  31.0.101.4826

logs attached. 

Thank you.

[Andres_Intel]

Hello RobSKi,

Thank you for your response, it has been very helpful.

Please follow the steps below and let me know the results:

• Was it properly working with the graphics driver version 31.0.101.4577?
• I see you have already installed the latest graphics driver, but just to check if the behavior changes, clean install it with Display Driver Uninstaller (DDU) to version 31.0.101.4826. For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.
• If the issue persists, try testing another DisplayPort cable.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello RobSKi,

Were you able to clean install graphics driver with DDU to version 31.0.101.4824 and test a different DP cable?   

Let us know if you still need assistance.    

Best regards,   

Andres P.   

Intel Customer Support Technician 

[Batfink]

@Andres_Intel 

This is a very known issue, and has been numerous forum posts regarding this issue.  This affects me too.

I'll list some forum posts that have the same issue collectively here as we are all waiting for a response from Intel on this issue.   Currently we are still fighting for the issue to be addressed in Known Issues on the display driver release notes so as to help people such as this OP not waste time troubleshooting the issue and feel reassured that it is being actively worked on.   

I've now had this issue for two months and no real official response that it is being worked on.   Can you please provide some feedbackup on the issue.  

Many thanks

Paul

List of forum posts related (only last 7 pages of this forum)... 

My 1440p monitor can only output at 1080p resolution now · Issue #433 · IGCIT/Intel-GPU-Community-Issue-Tracker-IGCIT (github.com)
https://community.intel.com/t5/Graphics/Arc-750-1920x1200-Missing-In-Both-4644-amp-4669/m-p/1518844#M121721
Latest Intel Arc A770 driver update forcing 1440p monitors to run at 1080p - Intel Community
Monitor saying out of signal - Intel Community

Second monitor has lower resolution after update - Intel Community

Driver causing my Dual Monitor to stop working. - Intel Community

Re: Intel Arc A770 16G no native resolution on 2560x1080 Display with Driver newer 4578 - Intel Community

Can not set up 3 monitors with Intel HD Graphics 4000 - Intel Community

Re: DP Monitor not detected after driver update of A770 LE 16gb graphics card - Intel Community

Arc 750 1920x1200 Missing In Both 4644 & 4669 - Intel Community

31.0.101.4577 Driver update broke triple monitor 2560x1440 display. - Intel Community

Intel Iris Xe driver not supporting 4k monitor resolution - Intel Community

v101.4644 breaks DP output · Issue #440 · IGCIT/Intel-GPU-Community-Issue-Tracker-IGCIT (github.com)

[Andres_Intel]

Hello Batfink, 

Thank you for letting me know about it.

We appreciate for all the information provided, for us it is really helpful and important 

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello RobSKi,

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.  

Best regards, 

Intel Customer Support Technician 

[Arturo_Intel]

Hi @RobSKi 

Did you try with the latest driver? (101.4885)?

I have reports on other similar cases that claims this version fix the issue

Can you give it a try?

[Andres_Intel]

Hello RobSKi,

Before we close this thread we would like to know if you were able to try Arturo's suggestion and if this helped in you case.

Please keep us posted, and we will be happy to jump in if you need further assistance. Let us know if anything changes.

Best regards,   

Andres P.   

Intel Customer Support Technician 

[Andres_Intel]

Hello RobSKi,

Since we did not receive any response from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.  

Best regards, 

Andres P. 

Intel Customer Support Technician