I understand you are trying to use a screen resolution of 3840x1600@60Hz on your Acer xr382cqk Ultrawide monitor via Thunderbolt* port.
Let me apologize for any inconvenience this issue may be causing to you.
In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .xml file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility
To attach a file, you must click “Use Advanced Editor” on the upper right hand corner of the response box, then the “attach” option will appear on the bottom right hand corner of the response box.
I have attached the System Support Utility output. Note that the app you linked only had an option to save to TXT. I was unable to find any option to save as XML.
1 of 1 people found this helpful
Thanks for the information you sent to me.
In case you are using the monitor in Clone mode please try either Extended Desktop or Single Display with the external monitor, and then check if you are able to reach the native resolution of the Acer* monitor.
One thing I found on the manual of the monitor is that Acer* suggested setting USB 3.0 function OFF so the Displayport* port can have more bandwidth. You can find additional details on monitor’s manual that is on this link page 28 https://global-download.acer.com/GDFiles/Document/User%20Manual/User%20Manual_Acer_1.0_A_A.zip?acerid=636265467847515116
Let me know if issue persists or not.
That did the trick. Disabling USB 3.0 gives me 75Hz refresh rate instead of 30Hz. I guess the port I thought was Thunderbolt was really just USB-C/USB-3 and it can't handle full USB-3 plus 4k@60Hz.
Some impressime technical support from Intel here, figuring out the solution to my problem even though it ended up being an issue with a third party monitor. Kudos to you and Intel!