Unison no Extended Display

[skiingj]

Hello - I am unable to enable Extended Display.

My system is brand new Dell XPS 9460.  Win Pro 26100.2605  Intel(R) Core(TM) Ultra 9 185H 2.50 GHz Bluetooth 5.4 32.0 GB 

I installed IntelUnisonEnhancedCapabilitiesPackage_3498

I does not ask me to install a certificate.

Appreciate the assistance.

[skiingj]

@intel  -  Any ideas in fixing this issue?  Thanks

[ACarmona_Intel]

Hello skiingj,

Thank you for posting in our communities.

Are you trying to use the extended display of the Unison app on a tablet?

If yes, kindly check this link if it might help: 

• How to Enable Extended Display Using the Intel Unison Application.

Furthermore, you may also check this Intel® Unison™ End User Guide; on page 54, it contains the guide on how to use the extended display and also some troubleshooting steps if you ever encounter any issues.

If the above information that I have provided you did not help, please provide the following information below:

1. What device are you trying to extend to? Was it a phone?

2. Was the issue started the first time that you used the extended display? If not, have you made any recent changes before the issue occurred?

3. Please generate an SSU report to help me further analyze the specifications of your system. To generate the SSU report, please refer to the article: How to Get the Intel® System Support Utility Logs on Windows. Please send us the generated SSU.txt file.

4. Please share with me the step-by-step process that you have taken to use the extended display.

Best regards,

Carmona A.

Intel Customer Support Technician

[skiingj]

Hello - It is a Pixel 8 Pro. I do not get the 'Extended Display' icon on the Windows desktop app even after installing the package. This is my first time trying to use the extended display on this new Dell XPS. I have also tried following Dell's Unison Extended Display help page: https://www.dell.com/support/kbdoc/en-us/000220116/how-to-enable-extended-display-using-the-intel-unison-application

Tonight I will generate the SSU report. Thanks for the assistance.

[skiingj]

Logs attached

[ACarmona_Intel]

Hello skiingj,

Thank you for the quick response.

Please allow me time to deeply investigate our issue; I will get back to you as soon as I'm done investigating.

By the way, I sincerely appreciate your efforts in providing the information that I have requested.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello skiingj,

Thank you so much for patiently waiting on my update.

For our next step, please reach out to DELL Support to ensure that the latest version of your BT driver is the latest version.

Kindly refer to this link on where to contact Dell support and also how to update your BT driver to the latest version:

[OEM URL=https://www.dell.com/support/product-details/en-au/servicetag/0-eUFrUnRnN21VeDFJejVNTFA3ci8wZz090/drivers] 

Package name: Intel-BE200-AX211-Wi-Fi-Controller-Driver-and-Killer_G98DW_WIN_35.24.5437_A16.EXE

After you install the package, the Intel BE200, AX211 WLAN driver version that should be displayed in Device Manager is v23.60.1.2.

How to check the WLAN version in Device manager: Open Start.

1. Search for Device Manager and click the top result to open the app.
2. Expand the Network adapters category.
3. Right-click the AX211and select the Properties option.
4. Click the Driver Tab.

Once you ensure that the driver has already been updated, please try to reinstall and use the extended display again.

If you have any questions, please let me know.

Best regards, 

Carmona A.

Intel Customer Support Technician

[skiingj]

Hi Carmona - Thank you for the assistance.  I do have that driver and it is the latest, along with all Windows and Dell updates.  Screenshot and SSU log entry:

Name: Intel(R) Wi-Fi 7 BE200 320MHz
Device ID: PCI\VEN_8086&DEV_272B&SUBSYS_40F08086&REV_1A\4&29505BDE&0&0032
Driver: C:\WINDOWS\System32\DriverStore\FileRepository\netwtw6e.inf_amd64_477c028818b7a796\Netwaw16.sys, 23.60.0001.0002 (English), 6/5/2024 22:14:02, 5817016 bytes

 

[ACarmona_Intel]

Hello skiingj,

Thank you for the quick response and for your cooperation.

Let me further check on what could be the next step that we can take on our case; I will get back to you as soon as I have an update.

Best regards, 

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello skiingj,

For our next step, please remove the Killer driver since based on my investigation, the Killer package that was provided by Dell is incorrect.

• How Do I Uninstall The Intel® Killer™ Performance Suite?

After uninstalling the Intel Killer driver on your system, kindly contact Dell support and report to them about the incorrect Killer package so they can update the Killer package on their site with the correct one.

Once Dell confirmed that the Killer package is the correct one, kindly double-check if your Bluetooth driver is v23.100.1. If not, please visit the Dell website to automatically update your Bluetooth driver: https://www.dell.com/support/product-details/en-au/servicetag/0 eUFrUnRnN21VeDFJejVNTFA3ci8wZz090/drivers] .

How to check the Bluetooth version in Device manager: Open Start.

1. Search for Device Manager and click the top result to open the app.
2. Expand the Bluetooth category.
3. Right-click the Intel wireless Bluetooth and select the Properties option.
4. Click the Driver Tab.

If you have already performed the information that I have shared above, please try to reinstall and use the extended display .

I will be waiting for your update, and if you have any questions, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

[skiingj]

Thanks for the info.  I am confused.  Can you kindly expand on the correct Killer Package?  Previously you asked if I was on version  v23.60.1.2 which I am and to use Intel-BE200-AX211-Wi-Fi-Controller-Driver-and-Killer_G98DW_WIN_35.24.5437_A16.EXE which is what I have. 

[ACarmona_Intel]

Hello skiingj,

Thank you so much for the quick response, and I apologize for the confusion.

Kindly disregard my previous post.

Since upon checking your logs, I have noticed that it seems that the Dell XPS 16 9640 model OEM driver included Killer software. Your wireless adapter is a BE200, which is not a killer product, so no need to install killer software.

For our next step, kindly contact DELL support or OEM on which wireless driver you should install.

Once DELL confirms that it is the correct wireless driver, try to reinstall and use the extended display, and if the issue still persists, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

[skiingj]

Hello.  Thank you for the response.  It is not a Killer adapter per say but Intel/Dell still uses Killer Intel Center software.

Regarding drivers, I have been on version 23.60.1.2 which is what was expected.  Since we last spoke version 23.100.0.4 has been installed.  Bluetooth is now version 10.0.26100.1150.

I uninstalled Intel Unison & the Enhanced Capabilities Package and rebooted.

Then I reinstalled Intel Unison Version u:20.27.8073.0/c:20.26.10481.0 and reinstalled Enhanced Capabilities Package_3498.

I do not see the extended display option.  I meet all the minimum requirements in both software and hardware.

This is what I see in the app:

[ACarmona_Intel]

Hello skiingj,

Thank you for the update and for your cooperation.

Let me further check on what could be the next step that we can take. I will get back to you as soon as I already have an update on our case.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello skiing,

I have double-checked the picture that you have provided to me, and it seems that the Intel Unison PC app is connected to an iPhone rather than a tablet.

This might be the reason why the feature is not working, as the extended display feature is only compatible with tablet devices.

If you have any questions, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

[skiingj]

Hi - Are we talking about the same product?  

This:

https://www.intel.com/content/www/us/en/products/docs/unison/overview.html

This marketing material clearly states what I am trying to do.  But it does not work.

Also I don't own a iPhone.  

[ACarmona_Intel]

Hello skiing,

Thank you so much for the response.

And I apologize for my mistake. Let me further check it again, and thank you for your patience.

I'll immediately get back to you as soon as I have a recommendation to provide or an update on our case.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello skiingj,

Thank you so much for patiently waiting on my response.

To confirm, are these the specs of your Pixel 8 Pro—https://store.google.com/sg/product/pixel_8_pro?hl=en-GB&pli=1?

If yes, unfortunately, the Pixel 8 Pro is a mobile phone that is not compatible with the Intel Unison's extended display that can only be used with tablets.

I sincerely apologize if I haven't noticed the main reason why Intel Unison's extended display isn't able to connect to your device when you initially contacted us and thank you so much for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello skiingj,

I hope you are doing well.

Since I have not heard back from you, I will now be closing our case.

If, in case you are just busy and still needed assistance, please submit a new question on our community: https://community.intel.com/, as this thread will no longer be monitored.

Thank you.

Best regards,

Carmona A.

Intel Customer Support Technician