Refresh rate question - Intel hd 4400 -

idata · ‎10-18-2017

Hello,

I got a issue with the refresh rate on my setup. I recently bought ASUS PB287Q 4K screen. With the resolution: 2560 x 1600 it works, i can use 60HZ but it does not work with the resolution 3840 x 2160. The refresh rate i can use with 3840 x resolution is: 30 hz...?

Computer setup:

Computer HP Elitebook 820

Screen: ASUS /PB287Q 4K 3840 x 2160

Graphics: intel hd 4400

Connected with Displayport.

Actions:

-Updated BIOS

-Updated graphics

-Computer updated with all necessary updates.

Is there any limitations to the Intel HD 4400? This should work, right?

Thank you!

idata · ‎10-18-2017

Hello Aquiila,

I understand you are trying to get 3840x2160@60Hz through Displayport*.

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 https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Please also attach the Intel Graphics Driver Report. This link will show you how to generate it https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html

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.

idata · ‎10-19-2017

Hello,

Here is the requested reports. Watching the content i can see it should work:

Supported Modes

640 x 480 (60p Hz)

640 x 480 (67p Hz)

640 x 480 (72p Hz)

640 x 480 (75p Hz)

720 x 400 (70p Hz)

720 x 480 (60p Hz)

720 x 576 (50p Hz)

800 x 600 (75p Hz)

800 x 600 (60p Hz)

800 x 600 (56p Hz)

800 x 600 (72p Hz)

832 x 624 (75p Hz)

1024 x 768 (60p Hz)

1024 x 768 (70p Hz)

1024 x 768 (75p Hz)

1152 x 864 (75p Hz)

1280 x 720 (60p Hz)

1280 x 720 (50p Hz)

1280 x 960 (60p Hz)

1280 x 1024 (75p Hz)

1280 x 1024 (60p Hz)

1440 x 480 (60p Hz)

1440 x 576 (50p Hz)

1440 x 900 (60p Hz)

1680 x 1050 (60p Hz)

1920 x 1080 (60p Hz)

1920 x 1080 (50i Hz)

1920 x 1080 (60i Hz)

1920 x 1080 (50p Hz)

2560 x 1440 (60p Hz)

2560 x 1600 (60p Hz)

3840 x 2160 (30p Hz)

3840 x 2160 (60p Hz)

Best regards

Jim Larsson

idata · ‎10-19-2017

Hello Aquiila,

Thanks for the information you sent to me.

I would like you to try installing different version of the graphics driver. Please download it from this link https://downloadmirror.intel.com/26984/eng/win64_1540136.4703.zip https://downloadmirror.intel.com/26984/eng/win64_1540136.4703.zip

As soon as the 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 with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

If issue persists you may try creating a Custom Resolution from the Intel® Graphics Control Panel. In order for you to create a Custom Resolution right click on the Desktop -> Graphics Properties -> Display -> Custom Resolutions. Please only enter the Width, Height and Refresh Rate values.

Let me know if issue persists or not.

Regards,

Fred D.

idata · ‎10-20-2017

Hello!

I followed the instructions via the youtube link and i applied them but it did not work. So i tried to fix this with the custom resolution. I have attached multiple photos with the error message. Since this works with another computer (tested) it might be some issues with the laptop itself so if you don't have anything more i can do´, i guess a reinstallation of the OS is the next step?

Best regards

Jim Larsson

idata · ‎10-27-2017

Hello Aquiila,

Another troubleshooting step you can try is installing the monitor driver. Monitor drivers might be available from the website of the manufacturer. You may try contacting ASUS* directly so they can provide the driver to you. This link will give you their contact information https://www.asus.com/us/support/ https://www.asus.com/us/support/

You may also try testing the computer on Single Display with external monitor.

Let me know if issue persists or not.

Regards,

Fred D.

idata · ‎11-06-2017

Hello Aquiila,

I was wondering if you still need assistance regarding the refresh rate issue you are having in your computer. In case you still need assistance just let me know.

Regards,

Fred D.