Problem with external monitor on Zenbook 14 in Obsidian app

[djeller]

Hi,

I am using an Electron-based note-taking app, Obsidian. My laptop is an Asus Zenbook 14 with an Intel Core Ultra 7 155H. It has an integrated Arc graphics card. My problem is as follows. Whenever I have a secondary monitor attached through the usb-c port to my system and the lid of the laptop is closed, the mouse cursor vanishes frequently in Obsidian, for instance during scroll. Disabling hardware acceleration in the app (it has an option) solves the problem. I wonder if this is an issue with the graphics driver. I have reinstalled the latest provided by Asus, before that, I had the latest version directly by Intel installed. Any input is appreciated!

Daniel

[Earl_Intel]

Hi djeller,

Thank you for posting in the communities!

I'm sorry to learn that you are experiencing issues with your laptop. To better assist you and determine the most appropriate resolution, could you please provide the needed details listed below:

• May I know if the external monitor problem is working fine before?
• When did the issue happen? is it after a software update, hardware update or driver update?
• Have you already tried using the HDMI port on your laptop to connect the external monitor? does the issue still persists?
• If it's not much of a hassle, can you provide us with a short video clip of the exact issue?

Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have:

Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.

After we have this information, we will be able to proceed with the next course of action and work towards resolving the issue you are facing. Your cooperation is invaluable in helping us provide you with the best possible support.

Best regards,

Earl E.

Intel Customer Support Technician

[djeller]

Hi, it seems as if the problem is specific to the USB-C connection. When switching to HDMI, the problem seems to vanish.

[djeller]

Please find attached the SSU report

[Earl_Intel]

Hello djeller,

Thank you for sharing this information with us.

No worries, I will further check on this internally and provide an update on this thread as soon as I can.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi djeller,

Thank you for patiently waiting, I just want to clarify a few things:

1. What is the make and model of your monitor?

2. Are you using any Type-C adapter or docking station when connecting the laptop and monitor? If yes, what is the make and model?

3. You previously mentioned updating the driver using an ASUS driver. Does this mean you used the driver version 32.0.101.5972 from ASUS?

4. Is the issue occurring when using Obsidian?

5. What is the screen resolution you're using for both the laptop and monitor?

6. Try using our latest graphics driver version 32.0.101.6458_101.6257 WHQL Certified and check if there are any changes.

7. Was this working fine before? When did the issue start?

Best regards,

Earl E.

Intel Customer Support Technician

[djeller]

Hi,

thank you for investigating.

1. My monitor is a HP U28 4K.

2. It has a direct USB-C port that also supplies the laptop with power.

3. Yes

4. Yes. I have just noticed, however, that Obsidian is not the only Electron-based app where this occurs. Another example is Visual Studio Code.

5. The external monitor runs at 3840x2160 while the laptop has 2880x1800

6. No change

7. I guess it never worked, I just noticed it once I started using Obsidian (and now VSCode, normally I use a different code editor)

Best,

Daniel

[Earl_Intel]

Hello djeller,

Thank you for sharing these details with us.

No worries, I will further check on this and provide an insight on this thread as soon as I can.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi djeller,

Thank you for patiently waiting on us.

I was able to review the Intel SSU logs that you provide, upon checking, your GPU driver is not up to date.

You can try updating your Graphics driver version to the latest one 32.0.101.6460.

Download link: Intel® Arc™ & Iris® Xe Graphics - Windows*

If you have further concerns or questions, please don't hesitate to create a new thread as this one will no longer be monitored.

Best regards,

Earl E.

Intel Customer Support Technician