4 Replies Latest reply on Feb 5, 2018 11:56 AM by Intel Corporation

Monoprice 4k Monitor Stuck at 1280x720

kevsox33 Dec 7, 2017 9:43 PM

Hi all. I recently purchased this 4k monitor https://www.monoprice.com/product?p_id=27771. I know the 4k works because I used it with my Xbox One S. However, when using the included HDMI 2.0 cable to plug into my computer (integrated graphics (Intel HD-630) through the i7-7700, Gigabyte H270-HD3P, advertised native 4k@60hz), it gets stuck at 1280x720 resolution in the Intel Graphics Control Panel and Windows 10 display settings. I also tried to plug this monitor into a new laptop and got the same result - so it seems to be isolated to the Intel software maybe? Even trying a custom resolution does not work. All my 1920x1080 monitors get recognized correctly by both desktop and laptop, I just can't make the resolution change for this Monoprice monitor. I've uninstalled and reinstalled the graphics driver from the latest version and tried the one specifically from the Gigabyte website. With the Intel graphics driver completely uninstalled, the Microsoft basic graphics driver allows the monitor to be at 1920x1080, but no more. Any guidance would be appreciated. Also attached are my Intel SSU results.

SSU.txt.zip 22.4 K

1. Re: Monoprice 4k Monitor Stuck at 1280x720

Dec 8, 2017 11:03 AM (in response to kevsox33)

This message was posted on behalf of Intel Corporation

Hi kevsox33: Thank you very much for contacting the Intel® Graphics communities. We will do our best to try to fix this problem.

As you mentioned, for this type of scenario we always recommend to install the drivers provided by the manufacturer of the board. Since the problem persists after that, we can try the graphics driver available in our web site, even though it is also version 4849, for testing purposes we can always try to install it:
https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=98909

Some monitors have the option to update their own driver or the firmware, I looked at the link you gave us and I did not see that, so what we recommend is to get in contact directly with Monoprice to confirm that:
https://www.monoprice.com/help?pn=contact

Please make sure the HDMI cable is a high quality HDMI 2.0 cable, do you have the option to test a different cable?

Any further questions, please let me know.

Regards,
Alberto R
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2. Re: Monoprice 4k Monitor Stuck at 1280x720

Dec 13, 2017 12:45 PM (in response to kevsox33)

This message was posted on behalf of Intel Corporation

kevsox33: I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Any questions, please let me know.

Regards,
Alberto R
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3. Re: Monoprice 4k Monitor Stuck at 1280x720

Faried Feb 1, 2018 8:25 AM (in response to Intel Corporation)
I am having the same problem with this monitor on Windows, but when I tried connecting with it with a computer using Linux it allowed me to set the resolution to 3840 x 2160 without a problem. When I tried to connect to a different 4K monitor, it allowed me to change the resolution of the display but when it tried to set the resolution to 3840 x 2160 it didn't display the computer.

SSU-output.txt.zip 26.9 K
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4. Re: Monoprice 4k Monitor Stuck at 1280x720

Feb 5, 2018 11:56 AM (in response to Faried)

This message was posted on behalf of Intel Corporation

Hello Faried,

We apologize for any inconvenience. Please submit a new thread since we handle every case individually and every scenario is different even if the same product is being used. The next agent will be able to further assist you on this matter.

Regards,
David V
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