HP Elitebook w/Intel Iris Xe

[DanKone]

is there any way to force the Active signal mode to match the desktop mode? The second display cannot take the 2560x1600 it is sending. I changed the desktop mode to 1920x1080 but the active signal remains the same.

 Thank you for any assistance you may have.

[RandyT_Intel]

Hi @DanKone,

Thank you for posting here in our community. To effectively diagnose and address the issue you're experiencing, I kindly ask you to provide detailed responses to the following questions. This information will help us isolate the problem and determine the most appropriate course of action.  

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• What type of connection are you using (HDMI, DisplayPort, USB-C, VGA, DVI)?
• What is the make and model of the second display?
• What is the maximum supported resolution of your second display?
• Are you using any adapters or converters in the connection chain?
• Did this setup work previously with the correct resolution?
• Were there any recent system updates, driver changes, or hardware modifications?
• Have you contacted HP support regarding this display resolution issue? If so, what troubleshooting steps or solutions did they provide?

I look forward to your response and am committed to resolving your issue promptly. 

Best regards,  

Randy T.  

Intel Customer Support Technician  

[DanKone]

Thanks for reaching out Randy. Sorry for the late response. I have been out of the office.

I am from a higher education institution. the second displays vary throughout our location based on the room the instructor is in. I was doing testing on a LG86US340C0UD. In our testing the only way for the content to display properly is to send it through a secondary scaler. Kramer VP451. There are only a small handful of instructors that have this series of laptop with this particular Iris Xe graphics controller. Every other desktop and laptop allows us to change the display and active resolution to be the same. Everything here from displays to projectors run flawless on 1920 x 1280 60hz. It would not be financially reasonable to put in a scaler into every room (well over a hundred). 99% of the time it is an HDMI connection. Most cases it does travel through a switcher like an Atlona 601 or Kramer Dip31. Even with the Kramer dip31 having EDID settings, it cannot properly send 1920 x 1080 to the display. Only the more robust VP451 brings it where it needs to be. All other desktops and laptops are functioning with being able to chose 1920 x 1080 as the active resolution. I have not contacted HP. You are my first contact with anyone in trying to change the active resolution. I appreciate any assistance you can offer.

Thank you,

Dan Krauel

[DanKone]

sorry... typo here. Everything here from displays to projectors run flawless on 1920 x 1280 60hz.

                                                                                                                                                1920 x 1080

[RandyT_Intel]

Hi @DanKone,

I’ve reviewed the SSU logs and identified that your current Intel Arc graphics driver version is 31.0.101.4255, which is outdated. To resolve potential software conflicts and improve system stability, please follow the steps below:

Initial Recommended:

Clean Installation of OEM Driver

• Download the latest driver from your laptop manufacturer’s support page, specific to your laptop model.
• Recommended Version: 32.0.101.6651 R (Released: March 31, 2025)
• Installation Method: Use Device Manager for a clean install (Clean Installation of Intel® Graphics Drivers in Windows*).
• Reboot after installation and check for improvements.

If Issue Persists: Use Intel Generic Driver alternative Version: 32.0.101.7029 (Intel generic). Repeat the clean installation process and reboot.

Important: Always perform a clean uninstall before switching driver versions.

Additional Troubleshooting

 Test with Different Cable or Connection Type

• Helps rule out hardware-related display issues

Manually Set Active Signal Mode

Use Intel Graphics Command Center/Software to ensure display signal settings match your desktop configuration.

Steps:

1. Open Intel Graphics Command Center
2. Go to Display tab → Select active monitor
3. Note current resolution, refresh rate, and color depth
4. Access Advanced Display Settings or Custom Resolutions
5. Set Active Signal Mode to match desktop settings (e.g., “PC Mode”)
6. Click Apply → Confirm changes → Test for 30 seconds

Alternative via Windows Settings:

1. Right-click desktop → Display settings
2. Scroll to Advanced display settings
3. Click Display adapter properties
4. Go to Monitor tab → Ensure refresh rate matches monitor specs

If issues persist, consider rolling back to a WHQL-certified driver and document which driver version and settings combination resolves the issue for future reference. Let me know once you've tried these steps or if you need further assistance.

Best regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @DanKone,

I'm following up on the previous recommendation I provided. Have you had a chance to review the information and apply it to your system? Please let me know the outcome so I can determine the next best course of action.

Best regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @DanKone,

Since I haven't heard from you, I will proceed with closing this case. Please note that it will no longer be monitored. However, you may submit a new ticket if you need further assistance in the future.

Best regards,  

Randy T.  

Intel Customer Support Technician  

[DanKone]

Thanks Randy.... I did respond but mistakenly sent it back through the email notification, not here. I am still trying one last solution that I ran into a hiccup with. Using the 3rd party uninstaller of the driver. I require a bitlocker password which I have to get from mt IT department. I will resubmit once I try that. I appreciate all your assistance!