9 Replies Latest reply on Jul 3, 2017 1:49 PM by Intel Corporation

    Intel HD - Office 2016 - 4K Resolution

    dekkar

      Hi, I've been troubleshooting a problem for the past 6 months with Office 2016 and running a 4K resolution.

       

      I have narrowed down to a combination of whats in the title. We recently upgraded a few machines to 4K Screens and started getting problems within Outlook and Excel 2016.

       

      When maximized, Outlook/Excel wouldnt always refresh properly, and leave white boxes on the screen. Sometimes you can just put the program into a window, then re-maximize and it would sort itself out. Other times you need to close/open the program.

       

      Either way, it would happen at least once an hour. But only with 4K screens. The problem was that irritating that I have had to roll back to HD resolution monitors.

       

      We had 4 machines with 4K screens, and all of them would have this problem. They were all various Dell Optiplex models with Intel display adapters.

       

      I tried upgrading one of them to an Nvidia Quadro P400, and the problem went away. So I'm thinking its a problem with combination of Intel HD vid, Office 2016 and 4k resolution.

       

      Has anyone else had this issue?

       

      (More information here: 4K display resolution issue: rectangular patches covering - Microsoft Community  )

       

      Thanks,

      Nathan

        • 1. Re: Intel HD - Office 2016 - 4K Resolution
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello dekkar,

          Thank you for contacting Intel Communities.

          I understand you are having issues with 4K resolution when running Office 2016 in a maximized windows. Can you please provide the following information to better assist you?

          Default level information for reporting Graphics issues and the system reports outlined at the bottom of the post.

          I hope to hear from you soon.

          Regards,
          Juan V.

          • 2. Re: Intel HD - Office 2016 - 4K Resolution
            dekkar

            Hi, I'll start filling this in, and complete it when I get a chance to access the machines in question. I'll try and get a video of the problem.

             

             

            Description

            Provide a detailed description of the issue

             

            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%):

            Often (51-99%):

            Sporadic (20-50%): X

            Very Sporadic (<20%):

            Hardware (HW)

            Brand and Model of the system.

            Dell Optiplex 7040M/9020M / Precision 3420

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

            No

            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)

            EFP: Dell S2817Q

            EFP: Dell P4317Q

            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

            Have tried DP and Mini DP HDMI cables

            Hardware Stepping (see note1 below).

            Intel Core i7-6700 CPU

            Software (SW)

            Operating System version (see note2 below).

            W10 Enterprise

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

            Check Attachment

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

            21.20.16.4627

            SW or Apps version used to replicate the issue.

            Excel/Outlook 2016

            Configurations

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

            Both single and Extended

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

            3840x2160   60Hz

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

            Not a laptop

            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. Open Excel or Word
            2. Use them for 20 minutes maximized
            3. White boxes will appear
            4. Change window size or restart program to fix

            ...

            • 3. Re: Intel HD - Office 2016 - 4K Resolution
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello dekkar,

              Thank you for the information.

              Let me set up a lab to test this configuration and I will update this thread once I have the results.

              Best Regards,
              Juan V.

              • 4. Re: Intel HD - Office 2016 - 4K Resolution
                dekkar

                Interestingly enough, the problem hasn't come back on this particular machine. After installing the Nvidia card, and then removing it and reverting back to the onboard, the problem hasnt shown up again.

                 

                 

                I'll have to test on another machine.

                 

                Thanks,

                Dekkar

                • 5. Re: Intel HD - Office 2016 - 4K Resolution
                  dekkar

                  OK, the very next thing I do causes the problem. I've attached images of both the problem (with parts of Outlook missing), and how it should look.

                   

                  I've blurred any sensitive info.

                   

                   

                  Thanks,

                  Dekkar

                  • 6. Re: Intel HD - Office 2016 - 4K Resolution
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hi dekkar,

                    Thank you for the information.

                    I will look into this and I will update this thread once I have further details.

                    Regards,
                    Juan V.

                    • 7. Re: Intel HD - Office 2016 - 4K Resolution
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello dekkar,

                       

                      I tested the following:

                       

                      Intel® NUC Kit NUC6i3SYH.
                      Windows® 10 Pro, 64 Bit.
                      Intel® HD Graphics 520, driver version: Version: 15.45.19.4678.
                      LG 55UH8500 TV using an HDMI high-speed cable (straight video connection).

                      Resolution: 3840x2160   60Hz
                      MS Office 2016.

                       

                      I ran tests for about an hour, switched between maximized and normal window but I was unable to replicate the issue you described.

                       

                      Best Regards,
                      Juan V.

                      • 8. Re: Intel HD - Office 2016 - 4K Resolution
                        dekkar

                        Hi Juan, thanks for trying.... .I continue my quest to get 4K working properly!

                        • 9. Re: Intel HD - Office 2016 - 4K Resolution
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hi dekkar,

                          Please don't hesitate in contacting us back if you need further assistance.

                          Best Regards,
                          Juan V.