5 Replies Latest reply on Mar 3, 2017 10:17 PM by AnNon

    Intel Graphics 530 Stopped reporting 4k display resolutions

    AnNon

      I have an Asus Maximus VIII Extreme motherboard with an Intel HD Graphics 530 on board. When I first connected my Vizio 4K tv to my computer. Window 10 displayed 4k resolution. Looked great! Then I launched World of Warcraft and the app seemed to have changed the resolution to 1920 X 1080 60hz. When I exited the game the display did not return to my original settings. I have tried everything I can to get the display put back to 4k on the desktop. Updated BIOS, graphics drivers the works but I cannot convince windows 10 that I have a 4K monitor again. Is there some configuration somewhere for the graphics card that could have gotten overwritten when I launched the game?

        • 1. Re: Intel Graphics 530 Stopped reporting 4k display resolutions
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello :

          In regard to your inquiry, the PC should be able to display the 4K resolution even after you installed the game. That resolution if it was once available then it still should be showing in there.

          Just to make sure, could you please provide the exact model of the TV? In order for us to check the specifications of it.

           

          If you try to un-install the game, do you get the resolution showing again?


          You mentioned all drivers and the BIOS are up to date, but just to make sure, I will provide the links for some graphics drivers for you to install.

          We recommend to use the drivers provided by the manufacturer, so as an option you can try to un-install the current driver from device manager and then try to install the drivers below in order to try to get the 4K resolution again.

          Please get into device manager, look for “display adapters”, look for “Intel graphics” right click on it and select “properties” and then “driver”, to confirm which driver version is currently installed, please let us know the version. This is because there are “inbox” drivers that get installed when you do a Windows update, maybe that is what happened.

          To un-install it, please follow the same steps and choose un-install to delete it.

          On the following link you will find the drivers provided by the manufacturer:

          https://www.asus.com/Motherboards/MAXIMUS-VIII-EXTREME/HelpDesk_Download/

          The latest graphics driver seems to be 4542 and the BIOS latest version is 3201.

          Also, as an alternative you can always try to install the drivers from our web site:

          Beta 4614:

          https://downloadcenter.intel.com/download/26604/Graphics-Intel-Graphics-Driver-Beta-15-45-?product=88345

          Or Driver 4590:

          https://downloadcenter.intel.com/download/26563/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88345

          Also, if you are using an Intel driver, there is an option to restore the driver settings to defaults, by pressing Ctrl + Alt + F8, you can try that option as well.

          Also, Windows 10 has an option to reset the PC, some applications might get deleted, so this is what we recommend to do as a final step, in order to try that:

          Go to Cortana
          Enter “recovery options”
          Then under “Reset this PC” choose “get started”
          Select the option “keep my files”

          Remember try this option after trying all the options above.

          Please let me know the results of trying the steps recommended.

          Any further questions, please let me know.

          Regards

          Alberto

          • 2. Re: Intel Graphics 530 Stopped reporting 4k display resolutions
            AnNon

            My TV is a Vizio 4K Smart TV model E48u-D0

             

            I also used the Intel Driver Update Utility that scanned and installed a recommended driver. I will try your links as well.

            It installed driver 21.20.16.4590

             

            In fact if I look in the Options and Support section of the HD Graphics control panel. I see that the monitor supports 3840x2160 at 30p Hz and 4096 at 24p HZ

             

            It just does not show up as an option in the windows display panel where I set the resolution

            • 3. Re: Intel Graphics 530 Stopped reporting 4k display resolutions
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello :
               
              Thank you very much for letting us know that information.
               
              If the resolution is showing on the Intel® graphics control panel, then that indicates that the driver seems to be working fine.
               
              Did you tried to run the game on save mode?
               
              To verify if the issue persists in that environment.
               
              Just to let you know, some features like the resolution on some applications are related to the operating system, sometimes what happens is that at the moment when you install the game, the game takes over on the operating system and it sets the resolution on it to the one the games uses, in this case 1920 X 1080 60hz, and what happens is that if there is a problem with the registry on Windows, when you exit the game the operating system will not detect that change, and it will keep using the resolution established on the game.
               
              In order to get support with problems regarding the registry on Windows, please get in contact with Microsoft directly so they can further assist you on that subject.

              Microsoft’s phone number: 1 800-642-7676
               
              Microsoft’s support site: https://support.microsoft.com/en-us
               
              Any questions, please let me know.
               
              Regards
               
              Alberto
               

              • 4. Re: Intel Graphics 530 Stopped reporting 4k display resolutions
                AnNon

                Is there a way to test what hdmi protocol version that is being negotiated between the graphics card and the display?

                 

                Also, why would I get a pop up  stating "The custom resolution exceeds the maximum bandwidth capacity" when I try to set a custom resolution of 3840X2160 at 30hz using the Intel HD Graphics Control Panel under Custom Resolutions if the graphic card report the monitor is capable of doing it?

                • 5. Re: Intel Graphics 530 Stopped reporting 4k display resolutions
                  AnNon

                  The problem was my video cable. I tried a high speed HDMI to HDMI cable and it fixed the issue.