screen blocked at 90hz

[camille1]

Hello,

I bought a laptop acer predator triton 300 se PT314-52s-787B which poccede a screen 165hz, unfortunately the screen is blocked at 90hz maximum because of the video card used by the screen ( iris which is the gpu integre of the cpu ) I can not increase the refresh rate above 90 and impossible to put the RTX 3060 in video card to increase the power and have a better refresh rate. I contacted microsoft which made me re download windows 11 without success, and NVIDIA which tells me that the problem comes from the processsur...can you please help me

[RamyerM_Intel]

Hello camille1, 

It is best if I can be more familiar with your system to check of the cpu is indeed causing the 90hz limitation or if this is the laptop's design. Please share with me the SSU logs .Additionally, just to confirm, is the screen that you mention referring to the laptop screen and not an external one? 

Ramyer M. 

Intel Customer Support Technician 

[camille1]

My pc is a acer predator Triton 300 SE PT314-52s-787B,
And yes i speak about the laptop screen.
I contact the NVIDIA support and they tell me that the problem is the Intel cpu because there is iris Intel graphic gpu in the I7 12700h and he control the resolution.
When I go in advanced setting of the screen i can see that the screen use the iris intel graphic for and i can choose 90hz max.
I want to know how switch to use the rtx 3060 and have the max refresh (165hz)
Thank u for ur help

[Senkuchan]

A possible cause of this issue could be some changes in the acer settings. Have you reached out to them for assistance? In the meantime, you can also check out these links for some additional troubleshooting tips:

https://www.intel.com/content/www/us/en/support/articles/000056816/graphics.html

https://community.acer.com/en/kb/articles/15925-how-to-check-the-refresh-rate-of-your-monitor-in-windows-11

[camille1]

[RamyerM_Intel]

Hello camille1, 

I was monitoring your thread and noticed another user has replied, however, we did not hear a response if it did work for you. Is everything working fine in your end? 

Based on your last post, it seems like you want to use the discrete graphics as your primary source of display so you can use the standard 165hz. 

You may try to follow this link: https://www.intel.com/content/www/us/en/support/articles/000090168/graphics.html

However, if the troubleshooting do not work, it is best to contact acer support as the it I can see that you are using an Original Equipment Manufacturer laptop and our support is limited as we are not familiar with the alterations, customizations and configuration that acer has done in the system. You may use this link: https://www.acer.com/fr-fr/support/contact-acer/service-contact

Ramyer M.

Intel Customer Support Technician

[RamyerM_Intel]

Hello camille1, 

I hope everything is alright in your end. Did our troubleshooting steps for you? Have you contacted Acer as well? Please feel free to reply to this post for updates.

Ramyer M. 

Intel Customer Support Technician 

[camille1]

sorry i make a trip i cant use internet...

I still have not found the solution, I contact support acer and I expect a response.

i post my SSU log on ur first message

pls help me :'(

[RamyerM_Intel]

Hello camille1, 

Just to confirm, were you able to try the troubleshooting in my previous post?

We want to help you with this, however I want to let you know that since this is an OEM (Branded Laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system. If the above troubleshooting did not work, you can try updating your driver to the generic driver that we have as a last resort. You may download it at this link: https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

Also, I did found this thread from acer that might help you set it to 165hz: https://community.acer.com/en/kb/articles/15925-how-to-check-the-refresh-rate-of-your-monitor-in-windows-11

Let us know if this works. 

Ramyer M 

Intel Customer Support Technician 

[camille1]

yes i'm try but it's not working...

i load ur driver but that the same not better and i know the acer tutorial but i can just choose between 60 and 90 for Hz

[RamyerM_Intel]

Hello camille1, 

Just to confirm, if you try lowering the resolution on the screenshot you have sent, is the 165hz still not appearing? 

As an alternative, you may also try using our Intel® Graphics Command Center From the Microsoft Store to select the maximum resolution allowed in your system. 

You may visit this link to install it: https://www.intel.com/content/www/us/en/support/articles/000055840/graphics.html

After doing so, you can check the listed refresh rate if the 165hz is available. Let us know if this works. 

Ramyer M. 

Intel Customer Support Technician 

[RamyerM_Intel]

Hello camille1, 

Were you able to use the 165hz refresh rate using the Intel Graphics Command Center? Feel free to let us know. I'll be waiting on your post. 

Ramyer M. 

Intel Customer Support Technician 

[RamyerM_Intel]

Hello camille1, 

As we have not heard a response from you, we will proceed in closing this thread. If in case the troubleshooting we recommended did not work for you, since you are using an Original Equipment Manufacturer Laptop from Acer, you may also reach out to them at this link: https://store.acer.com/en-my/customer-support-and-miscellaneous.

Ramyer M. 

Intel Customer Support Technician