8 Replies Latest reply on Jan 4, 2018 4:39 PM by Intel Corporation

    Intel HD 620 outputting wrong frequency on certain devices

    MarcoP82

      We have a few Dell Vostro 14 5468 notebooks which use the Intel i5-7200U CPU with HD 620 graphics.

      We have a few BenQ MH741 projectors which support up to 1920x1080 @60Hz.

       

      When using those specific devices together, the outputted signal has a ~25% higher frequency than set. This means a 60Hz signal becomes a 75Hz signal, a 30Hz signal becomes 37Hz and a 24Hz signal becomes 30Hz.

       

      I have tried the following:

      - other Dell Vostro 14 5468 notebooks (same problem)

      - other Dell or HP notebooks with different graphics (no problem)

      - other BenQ MH741 projectors (same problem)

      - other screens (no problem)

      - different HDMI cables from 1m to 5m (same problem)

      - updating graphics driver to latest from Dell (22.20.16.4799, same problem)

       

      Using Windows 10 Pro 1709 with stock software.

        • 1. Re: Intel HD 620 outputting wrong frequency on certain devices
          Intel Corporation
          This message was posted on behalf of Intel Corporation

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

          In regards to this matter, we always recommend to install the graphics driver provided by the manufacturer of the PC, in this case Dell, since that driver was customized by them to work with your specific platform. I looked on Dell’s web site and besides the Intel 4799 driver I noticed there is an nVidia driver that you can try to install as well, version 22.21.13.8477:
          http://www.dell.com/support/home/us/en/04/product-support/product/vostro-14-5468-laptop/drivers

          Since the laptop works with the Intel® HD 620 graphics controller we can always install graphics driver version 4877:
          https://downloadcenter.intel.com/download/27355/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=96551

          At this point we suggest to get in contact directly with Dell because the problem could be related also to compatibility with the projector, specially if other screens are working fine, they will be able to provide further technical or warranty assistance on this subject:
          http://www.dell.com/support/incidents-online/us/en/04/contactus/dynamic

          Additionally some monitors might have a firmware update available, that is something that you can always check with the manufacturer of it:
          http://support.benq.us/

          Any further questions, please let me know.

          Regards,
          Alberto R

          • 2. Re: Intel HD 620 outputting wrong frequency on certain devices
            MarcoP82

            Hello Roberto,

             

            Thanks for your help and constructive feedback.

             

            Our model of the 5468 (70RW8) does not have the Nvidia graphics card so it's definitely not the Nvidia driver. The latest Intel driver from Dell is the one I have installed (as of writing: 22.20.16.4799) and it didn't solve it over the stock image one.

            The first thing after concluding I couldn't fix this problem was contact Dell, because the output device doesn't configure the HDMI output signal, it just merely accepts it or not (after handshake ofcourse). But the Dell helpdesk person wasn't helpful and promptly shoved me to Intel or BenQ. It isn't Dell's problem because it's a 3rd party product (not a Dell projector). There were no known compatibility issues with the BenQ MH741, but he still whiffed the issue away by saying it was a compatibility issue with a 3rd party and therefor not their problem.

             

            The latest Intel driver (version 4877) displays an error when I try to install it: (translated) The driver trying to be installed, has not been validated for this computer. Ask the manufacturer of the computer for the correct driver.

             

            The BenQ support page doesn't list more than some manuals, reference guides and an optional multimonitor software. To add to this: the problem I originally stated is exactly the same in all Windows display modes (clone, side-by-side, single). Their only solution would be a firmware update that would probably fix the symptom, but not the problem, unless they really have a bug in their device. But I expect we'd have run into this much sooner since we've been using these projectors for a few years.

            • 3. Re: Intel HD 620 outputting wrong frequency on certain devices
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hi : Thank you very much for providing all those details. In regard to the Intel driver, we can always try to install it manually:
              https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

              But if the problem persists after that, then it could be a compatibility problem with the monitor, it might not be fully compatible.

              Any questions, please let me know.

              Regards,
              Alberto R

              • 4. Re: Intel HD 620 outputting wrong frequency on certain devices
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                : 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
                 

                • 5. Re: Intel HD 620 outputting wrong frequency on certain devices
                  MarcoP82

                  Hello Alberto,

                   

                  My apologies for the late reply, as I had a week off for the holidays.

                  The solution with manually installing the driver fixed the issue with the offset frequency: 30Hz is 30Hz output and 60Hz is 60Hz. Thank you for the help.

                   

                  Is it possible that someone at Intel forwards this information to Dell so their teams can incorporate the driver in Dell's own driver and allow other people to install them without requiring manual install ?

                   

                  With kind regards,

                   

                  Marco

                  • 6. Re: Intel HD 620 outputting wrong frequency on certain devices
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hi No problem at all. Thank you very much for providing that information. Perfect, excellent, it is great to hear that the problem got fixed. In regard to your inquiry, the manual installation is always an alternative for this type of scenarios, but I will send your request to the proper department so they can be aware of your suggestion.
                     
                    Any questions, please let me know.
                     
                    Regards,
                    Alberto R
                     

                    • 7. Re: Intel HD 620 outputting wrong frequency on certain devices
                      Fabio66

                      I have exactly the same issue with an ASUS VivoBook S510UQ - BQ495T and Sony Bravia 2015 TV.

                      That's to say, the outputted signal has a ~25% higher frequency than set; this means a 60Hz signal becomes a 75Hz signal, a 30Hz signal becomes 37Hz and a 24Hz signal becomes 30Hz. The interlacciated modes output a half display.

                      The PC graphic card works fine with another monitor (Philips 221TE2L).

                       

                      The driver version is the latest of Asus (22.20.16.4708)

                       

                      This is the first part of the information center report:

                       

                      Intel(R) UHD Graphics 620


                      Report Date: Thursday, January 4, 2018
                      Report Time [hh:mm:ss]: 12:59:57 PM
                      Driver Version: 22.20.16.4708
                      Operating System: Windows* 10 Home (10.0.16299)
                      Physical Memory: 8074 MB
                      Vendor ID: 8086
                      Device ID: 5917
                      Device Revision: 07
                      Graphics Output Protocol (GOP) Version: 9.0.1066
                      Current Resolution: 1920 x 1080


                      Processor: Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz
                      Processor Speed: 1992 MHz
                      Processor Graphics in Use: Intel(R) UHD Graphics 620
                      Shader Version: 5.1
                      OpenGL* Version: 4.4
                      OpenCL* Version: 2.1
                      Vulkan* Version: 1.0.38


                      * Microsoft DirectX* *
                      Runtime Version: 12.0
                      Hardware-Supported Version: 12.0

                       

                      What do you suggest for my case?

                       

                      Thanks

                      • 8. Re: Intel HD 620 outputting wrong frequency on certain devices
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Please submit your inquiry on a new thread, the reason for this is that every scenario is different even if the same product is being used, so for us to better assist you and in order to try to fix the problem, please submit a new thread:
                        https://communities.intel.com/community/tech
                         
                        Let me apologize for any inconvenience.
                         
                        Regards,
                        Alberto R