3 Replies Latest reply on May 16, 2017 3:57 PM by Intel Corporation

    Screen Tearing Issue With External Monitor HD520

    andrisjordan

      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

      I experience screen tearing when watching content that has a lower refresh rate than 60 frames per second. It happens when I watch Youtube videos or just watching content on my own computer. There is no issue in games even if the game does not output 60 frames per second.

      Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")

      Always (100%): X

      Often (51-99%):

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      Razer Blade Stealth 2016

      Hybrid or switchable graphics system?
      ie Does it have AMD or NV graphics too?

      Only Intel graphics.

      Make and model of any Displays that are used to see the issue (see note2 below).
      LFP
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      I use my laptops own built in screen and my external monitor is an Acer H277HU.

      How much memory [RAM] in the system (see note2 below).

      8 GB

      Provide any other hardware needed to replicate the issue.
      ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

      External monitor is connected with an HDMI 1.3 cable.

      Hardware Stepping (see note1 below).

      PCI\VEN_8086&DEV_1916&SUBSYS_674D1A58&REV_07

      PCI\VEN_8086&DEV_1916&SUBSYS_674D1A58

      PCI\VEN_8086&DEV_1916&CC_030000

      PCI\VEN_8086&DEV_1916&CC_0300

      Software (SW)

      Operating System version (see note2 below).

      Windows 10 Home 64-bit (10.0, Build 15063) (15063.rs2_release.170317-1834)

      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

      5.11

      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

      20.19.15.4352

      SW or Apps version used to replicate the issue.

       

      Configurations

      Single display, clone, or extended (see note2 below).

      I use only my external monitor.

      Display resolution & refresh rate setting of each display (see note2 below).

      1440p @ 60Hz, 2160p @60Hz (not used)

      AC or DC mode, i.e. is power cable plugged in or not?

      Plugged in.

      How to repro

      Please provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
      A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

      1. Connect external display to laptop.
      2. Watch any content that has lower refresh rate than 60 frames per second.
      3. Screen Tearing.

       

      Dear All,

       

      I have been using my Razer Blade Stealth 2016 for quite a while now and I had no problems for over a year. But now I bought an external display (Acer H277HU) which I connect through an HDMI cable with my laptop. I noticed that whenever I watch content with less than 60 frames per second the external display has massive screen tearing. When the content is at least 60 frames per second then I have no problem. The content can be either online (youtube) or on my own computer. I do not have any issue with it when playing games. Now I already researched the problem and everywhere I found that this issue can be solved with vertical sync, but I tried every possible setting in the graphics control panel and nothing helped. I am aware that I do not have the latest driver version at the moment but that is because I tried to install older versions to test but nothing worked. I also installed the acer monitor's driver but that also did not help. I also ran the Intel processor diagnostics program but it did not find any problem.