Wrong Resolution with Triples AOC 32 in ARC B580

[ZeMike]

Hi there.

To give context I have 4 monitors connected to Intel ARC B580

3 - AOC CQ32G4VE Connected in DP with 2560 x 1440p 180 Hz Landscape
1 - Samsung LU28R55 Conected in HDMI 3840 x 2160p 60 Hz Landscape

So the issue is: at the current configuration Resolution, refresh rate and being single monitors, everything works as intended.

The problem starts when I try to merge the 3 AOCs into a "single monitor" for Sim Racing in the Intel Graphics Software. Instead of 7680x1440 the only resolution presented is 10240x1440. Try to decrease the Refresh Rate before the merge to 144, 120 and 60, only to get the same results ( 10240x1440 at 180 Hz)

Tried to Downgrade the graphic Card Driver to version 101.8509 with the same results also.

So what I'm missing here to configure the monitor as one?

[MUC]

Do you get the same result if you unplug the Samsung monitor from HDMI?

[ZeMike]

Yes. If I boot only with the 3 AOCs plugged the merged result is the same.

[JohnM_Intel]

Hello ZeMike,

Thank you for raising this concern via the Intel Communities.

I understand that you would like to use four monitors with your Intel® Arc™ B580, and it appears that one of the monitors has a resolution that does not match the other three. To properly investigate this issue, kindly provide the information below:

• Have you tried connecting all four monitors using HDMI?
• Are all cables directly connected to the GPU, or are you using any adapters?
• Prior to downgrading to driver version 101.8509, which driver version were you using?
• What is the revision or specification of the cables (e.g., HDMI 2.0, HDMI 2.1, DisplayPort 1.4, etc.)?

Once I have this information, I will be able to further assist you with the troubleshooting steps.

Additionally, to help us better understand your system configuration and provide the most accurate support, we kindly ask that you share the Intel® System Support Utility (SSU) logs from your device. These logs include essential hardware and software details important for troubleshooting.

Please follow the steps below:

1. Download and run the Intel® SSU application.
2. Allow the tool to scan your system—it will generate a text file with your system information.
3. Refer to this guide for complete instructions: Help Guide for the Intel® System Support Utility
4. Once the report is generated, please attach the file to your reply.

If you have any additional questions or need further assistance, please feel free to reach out anytime.

Best regards,

John M.

Intel Customer Support Technician

[ZeMike]

Hi John M.

First of all thanks for taking the time to help in this matter.

I will try to answer all you questions clearly

• Have you tried connecting all four monitors using HDMI?

There is only one HDMI conector on Intel ARC B580, so unless I use an adaptor, that defies the purpose of buying a card with 4 connectors in the first place, that is not possible

• Are all cables directly connected to the GPU, or are you using any adapters?

All monitor cables are connected directly to the GPU. 

• Prior to downgrading to driver version 101.8509, which driver version were you using?

I was using the latest driver from the Intel Page, the version 32.0.101.8531

• What is the revision or specification of the cables (e.g., HDMI 2.0, HDMI 2.1, DisplayPort 1.4, etc.)?

All three DP cables connecting the AOCs are DP 1.4 and the HDMI to the Samsung is HDMI 2.1.

Futhermore I can tell you that removing the Samsung from the equation retrives the same result. Wilh only the 3 DP connected to the GPU the merged resolution of the AOCs are 10240x1440.

Im attaching the requested SSU reports both with four monitor as singles and with Merged AOCs

[JohnM_Intel]

Hello ZeMike,

Thank you for your response.

Upon reviewing the SSU, it appears that your BIOS is outdated. To properly isolate the issue, I highly recommend updating the BIOS to the latest version first.

Once the BIOS is updated, please disable the B580 and test using the iGPU only. For this test, it’s best to connect your display via the DP and HDMI ports on the motherboard to see if the issue persists.

After completing this isolation step, kindly let me know the results so we can continue assisting you further. I’m here to help throughout this process.

Best regards,

John M.

Intel Customer Support Technician

[ZeMike]

Hi Jonh M.

Just Updated the bios on the board and I'm Attaching the new SSU reports.

The problem persists.

Regarding the iGPU, has you know there is only a DP port in the MB, so I don't see the relevance in help solving the problem with the wrong resolution on merging 3 Displays

If I dont Merge the three Displays on ARC B580 thay are perfect in 2560x1440 180 Hz, If I merge 2 of them it shows 5120x1440 at 180 Hz what is correct. The problem is merging the three of them has it shows 10240 x 1440

Regards

[JohnM_Intel]

Hello ZeMike,

Thank you for confirming that the BIOS has already been updated to the latest version. I understand that the issue still persists.

Upon reviewing the SSU report, I noticed that the display refresh rates are ranging from 29 Hz to 60 Hz. To properly investigate this concern, I kindly request that you provide a screenshot of the display settings for each monitor for further analysis.

Please follow the steps below for each monitor:

1. Go to Display Settings.
2. Select one display at a time.
3. Scroll down and click on Advanced Display.
4. Capture a screenshot showing the display information, including the refresh rate.

Additionally, please provide an updated SSU report with all monitors connected. The most recent SSU only shows the Samsung monitor, and I would like to review the EDID details for each connected display.

Once I receive the requested information, I will proceed with further investigation.

Best regards,

John M.

Intel Customer Support Technician

[ZeMike]

Hi John M

Sorry. that was my mistake. I tried the merge by downgrading from all resolution and in some point in time I forgot to put back on 180 hz

Here goes the resquested pictures of the individual monitors at 2560x1440 180 hz and merged in the 10240x11440 180 hz

The new SSU reports are provided also

Best Regards

Ze Mike

[JohnM_Intel]

Hello ZeMike,

Thank you for providing the requested information. After validating the EDID report, I noticed some inconsistencies with the detected resolutions, particularly when the monitors are merged. It appears that certain resolution combinations may not be fully supported, which could be contributing to the issue.

To better isolate the concern, I recommend following the steps outlined in the article “Troubleshooting, Setup, and Resolution for Multiple Display Configurations.” Please carefully go through the solutions provided in the guide.

Once you have completed the steps, kindly let me know the results. If the issue persists after trying all the recommendations in the article, I will be happy to proceed with further investigation.

Thank you for your cooperation, and I look forward to your update.

Best regards,

John M.

Intel Customer Support Technician

[ZeMike]

Hi John M

All the recomendations sugested in the troubleshooting were already tried with no positive result. 

There are no problems with the monitors or resolution when they are solo. Even if I combine any two of them the resolution is Spot On.

The problem seems to be some software issue in the Intel Graphics app about combining the ARC B580 and the 3 monitors, or at the very least my AOCs model, because if it supports 10240x1440 should support 7680x1440 even better

Hope te ear some kind of fix to this issue from you

Best Regards

Ze Mike

[JohnM_Intel]

Hello ZeMike,

Thank you for letting me know that you’ve already tried the steps from the article. Since the issue still persists, please allow me some time to check this internally so I can properly replicate the issue with multiple monitors.

Once I have completed my review, I’ll provide you with an update.

Best regards,

John M.

Intel Customer Support Technician