1 2 Previous Next 17 Replies Latest reply on Jul 25, 2017 6:40 AM by AmalAshok

    4k resolution issue intel hd 630 graphics

    AmalAshok

      I'am using intel i7-7700k processor with intel hd 630 graphics.My motherboard is gigabyte gaming 9 having display port 1.2.I'am using an LG 4k monitor 31MU97-B which supports a resolution of 4096*2160@60p via display port 1.2.When i connect my monitor to display port when booting starts bios logo will come and once the display driver starts loading there is no display output.There is an option in my monitor to disable the display port 1.2 mode.When i disable the display port 1.2 mode i'am getting display output at 3840*2160@30 frames per second(display port 1.1 mode).I'am also having a hdmi 1.4 input in my monitor through which i'am able to get 4096*2160@24 frames per second via motherboard hdmi output.

                        For testing the monitor i installed an nvidia geforce GTX 670 graphics card and i'am getting 4096*2160@60 frames per second via display port 1.2 output.I'am using the latest intel graphics driver.I also contacted intel support but only got the reply to contact LG.On contacting LG i got a reply that since it is working with graphics card it is not an issue with the monitor.I'am using a minidisplay port to display port cable supplied along with the monitor.

                       This issue is pending for more than 4 months.Kindly help

        • 1. Re: 4k resolution issue intel hd 630 graphics
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello AmalAshok,
           
          I understand you are trying to get 4096x2160@60p through Displayport* on your Gigabyte* Gaming 9 motherboard.
           
          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 .txt 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.
           
          Regards,
          Fred D.

          • 2. Re: 4k resolution issue intel hd 630 graphics
            AmalAshok

            I have attached the system log as per your request for further analysis at your end.Expecting an immediate resolution to the issue.

            • 3. Re: 4k resolution issue intel hd 630 graphics
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello AmalAshok,
               
              Thanks for the information you sent to me.
               
              I would like you to try reinstalling some of the computer drivers.
               
              Install the 31MU97 Win10 monitor driver that is on this link http://www.lg.com/us/support-product/lg-31MU97-B

              I would like you to try different version of the graphics driver.  Please download the graphics driver version that is on this link https://downloadmirror.intel.com/26772/eng/win64_154518.4664.exe
               
              As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver I provided.
               
              If issue persists access the monitor settings and reset them to default.
               
              Let me know if issue persists or not.
               
              Regards,
              Fred D.

              • 4. Re: 4k resolution issue intel hd 630 graphics
                AmalAshok

                Hello,

                 

                           I have done everything as you mentioned.Here are my observations.

                1.I unistalled both the display driver and monitor driver and restarted the computer.With the microsoft default display driver i'am getting a resolution of 3840*2160@64p with display port 1.2 mode enabled.Then i installed the LG driver and after that i installed the intel graphics driver.Once the intel graphics driver is installed the display goes blank with the message "no display".

                2.I resetted the monitor settings to default but nothing happens and the problem still persists.

                 

                           I feel that the intel driver has an issue detecting 4k 60hz tiled format using MST with this particular monitor.Which the nvidia driver did perfectly while installing nvidia GTX 670 intel driver in struggling.Expecting an immediate resolution of the issue from your end.

                 

                With Best Regards,

                Amal Ashok

                • 5. Re: 4k resolution issue intel hd 630 graphics
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello AmalAshok,
                   
                  I am sorry to hear issue persists after performing the troubleshooting steps I suggested.
                   
                  I would like you to try the graphics driver that has been designed for your specific motherboard model.  Please download it from this link http://download.gigabyte.us/FileList/Driver/mb_driver_vga_intel_64_200series.zip
                   
                  As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver I provided.
                   
                  If issue persists I would like you to try creating a custom resolution.  In order for you to create a custom resolution open Intel® Graphics Control Panel -> Display -> Custom Resolutions, enter just the Basic information (Width = 4096, Height = 2160 and Refresh Rate = 60), and then click Add button.
                   
                  Let me know if issue persists or not.
                   
                  Regards,
                  Fred D.

                  • 6. Re: 4k resolution issue intel hd 630 graphics
                    AmalAshok

                    Hello,

                     

                              Nothing works.This driver also yielded the same results as the drivers from intel website.Once i install the drivers in display port 1.2 mode the display goes blank.The resolution of 4096*2160@60p works only in display port 1.2 mode.I'am getting no display in display port 1.2 mode.In hdmi 1.4 and display port 1.1 mode i'am unable to create this custom bandwith as it exceeds the available bandwidth in that mode.

                     

                               I feel that there is a bug in your intel driver.Kindly give some constructive solutions.Have you tested with this monitor at your end.Expecting an immediate resolution of the issue from your end.

                     

                    With best Regards,

                    Amal Ashok

                    • 7. Re: 4k resolution issue intel hd 630 graphics
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello AmalAshok,
                       
                      I will do further research about the issue you are currently having. In the meantime please fill out the form that is on the following link and paste it on this forum thread https://communities.intel.com/thread/77761
                       
                      Regards,
                      Fred D.

                      • 8. Re: 4k resolution issue intel hd 630 graphics
                        AmalAshok

                        ategory

                        Questions

                        Answers (N/A if not applicable)

                        Description

                        Provide a detailed description of the issue

                        4K display issue with intel hd630 graphics via display port 1.2.While connecting display port 1.2 with PC Bios logo loading will starts and once diplay driver starts loading there is no display

                        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.

                        Gigabyte gaming 9 motherboard with intel hd 630 graphics and LG 31MU 97-B monitor

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

                        Intel i7-7700K processor with intel hd graphics 630

                        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)

                        LG make 4k monitor Model:31MU97-B

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

                        32GB

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

                        Problem persists on trying to connect via display port 1.2

                        Hardware Stepping (see note1 below).

                        PCI\VEN_8086&DEV_5912&SUBSYS_D0001458&REV_04

                        PCI\VEN_8086&DEV_5912&SUBSYS_D0001458

                        PCI\VEN_8086&DEV_5912&CC_030000

                        PCI\VEN_8086&DEV_5912&CC_0300

                        Software (SW)

                        Operating System version (see note2 below).

                        Windows 10 Pro 64bit,(10.0,Build:15063)

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

                        Intel Video Bios,Adapter String:Intel HD graphics 630

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

                        Intel graphics driver

                        • Version: 15.45.19.4678

                        SW or Apps version used to replicate the issue.

                        NA

                        Configurations

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

                        Single display

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

                        Monitor supports a resolution of 4096*2160@60p

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

                        AC mod

                        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 the monitor via display port 1.2 port
                        2. Turn on the PC
                        3. Bios logo starts loading
                        4. After that when display driver starts loading screen goes blank
                        5. No display indication is shown in the display

                        ...

                        • 9. Re: 4k resolution issue intel hd 630 graphics
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello AmalAshok,
                           
                          Thanks for the additional information you sent to me.
                           
                          I am still doing some research about the issue you are currently having with 4k resolution.  I will update this thread as soon as I have any information available.
                           
                          Regards,
                          Fred D.

                          • 10. Re: 4k resolution issue intel hd 630 graphics
                            AmalAshok

                            Hello,

                             

                                 Any update on your ongoing research.Have you identified any issue.

                             

                             

                            With best regards,

                            Amal Ashok

                            • 11. Re: 4k resolution issue intel hd 630 graphics
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello AmalAshok,
                               
                              We have been able to successfully test our drivers with several different 4K@60hz displays (Monitors and TVs). This looks to be a compatibility problem with LG 31MU 97-B, for which we suggest he contacts LG* to report.  If LG* can reproduce the issue in their lab then they should be able to report it directly to us for investigation.  This link will give you their contact information http://www.lg.com/in/support
                               
                              Regards,
                              Fred D.

                              • 12. Re: 4k resolution issue intel hd 630 graphics
                                AmalAshok

                                Hello,

                                 

                                       Can you share the information of the monitors with which you have conducted the testing.Whether the monitors were connected via display port 1.2.Have you used the Gigabyte gaming 9 motherboard for testing.Is there any tool or method to troubleshoot why the display output is going blank and what is happening internally.I have contacted LG long before but still not received satisfactory reply from them.Is it possible for you to test with this particular LG monitor.

                                 

                                With Best Regards,

                                Amal Ashok

                                • 13. Re: 4k resolution issue intel hd 630 graphics
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello AmalAshok,
                                   
                                  Let me review the information and then I will reply back to you.
                                   
                                  Regards,
                                  Fred D.

                                  • 14. Re: 4k resolution issue intel hd 630 graphics
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    Hello AmalAshok,

                                    We tested an Intel NUC7i3BNH with an LG* 55UH8500 TV.

                                    We tried a HDMI to HDMI cable, and also an USB-C to HDMI adapter.  Both of them were tested at 4096x2160@60Hz screen resolution.  We tested our latest graphics driver which is 22.20.16.4729.

                                    We do not have the exact monitor model you are using.  This looks to be a compatibility problem with LG 31MU 97-B.

                                    At this point what I can recommend is contacting Gigabyte* in order to check if they can reproduce the issue in their lab with the exact same motherboard model.  This link will give you their contact information https://www.gigabyte.com/Contact

                                    Regards,
                                    Fred D.

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