5 Replies Latest reply on Apr 26, 2018 6:43 PM by Intel Corporation

    Intel HD Graphics 620 / 630 cannot identify 3840 * 1080 monitor in Win10

    Jason1998

      Dear Sirs,

       

      I have a monitor with single HDMI input, which resolution is 3840 * 1080.

      However my Gigabyte mini PC cannot identify the monitor resolution in Windows10.

      It always shows 1920 * 1080.

      My mini PC model is BKi5A-7200, CPU is Kaby Lake which has Intel HD Graphics 620.

       

      I changed another PC with Intel HD Graphics 630.

      However the situation is still the same...

      Windows 10 cannot correct identify the monitor resolution but always show 1920 * 1080.

       

      I have already updated HD Graphics 620 and 630 driver to latest one but the situation is still the same.

      The resolution in windows 10 is still 1920 * 1080.

       

      This monitor works fine with NVIDIA graphic card GTX 1070 with HDMI port,

      So I don't think it is monitor's issue..

       

      Would you like to help suggest?

      I have posted the support log of HD Graphics 620, you can find EDID inside.

      There are two EDID within the log, the 2nd one is 3840 * 1080.

        • 1. Re: Intel HD Graphics 620 / 630 cannot identify 3840 * 1080 monitor in Win10
          Jason1998

          Category

          Questions

          Answers (N/A if not applicable)

          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%): X

          Often (51-99%):

          Sporadic (20-50%):

          Very Sporadic (<20%):

           

          Hardware (HW)

          Brand and Model of the system.

          Gigabyte BKi5A-7200

           

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

          No AMD or NV graphic.

           

          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)

           

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

          Physical Memory: 16260 MB

           

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

          HDMI

           

          Hardware Stepping (see note1 below).

           

          Software (SW)

          Operating System version (see note2 below).

          Windows* 10 Pro (10.0.17115)

           

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

           

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

          Processor: Intel(R) Core(TM) i5-7200U CPU @ 2.50GHz

          Processor Graphics in Use: Intel(R) HD Graphics 620

          Driver Version: 23.20.16.4973

          Graphics Output Protocol (GOP) Version: 9.0.1049

           

          SW or Apps version used to replicate the issue.

           

          Configurations

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

          Extended

           

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

          3840 * 1080 @ 60Hz

           

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

          AC mode

           

          • 2. Re: Intel HD Graphics 620 / 630 cannot identify 3840 * 1080 monitor in Win10
            Stefan3D

            At first try different cables.

            Get them from dealers who promise to take them back in case of trouble.

            Make sure they are certified for 18 GBps (GigaBaud)

            https://www.google.com/search?q=hdmi+18+gbps

            • 3. Re: Intel HD Graphics 620 / 630 cannot identify 3840 * 1080 monitor in Win10
              Jason1998

              Hi Stefan3D,

               

              Thanks for your reply.

              However the same cable and monitor works fine with NVIDIA GTX 1070 graphic card in another PC~

              • 4. Re: Intel HD Graphics 620 / 630 cannot identify 3840 * 1080 monitor in Win10
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello Jason1998,

                I understand that your graphics controller is not recognizing the 3840x1080 @60Hz. 

                Regarding this, in order to have more information and details about the system and to better assist you with your request, I will need to check some information about your computer. Please follow these steps: 

                1. In the keyboard, press WinLogo key + R. 
                2. In the Run box please type dxdiag and hit Enter.
                3. Click on Save All Information (save it in your desktop). 
                4. Attach the report to this thread. 

                Regards,
                David V

                • 5. Re: Intel HD Graphics 620 / 630 cannot identify 3840 * 1080 monitor in Win10
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Jason1998,

                  I am following up with your case and see that we have not heard back from you.

                  Please provide me with the DxDiag by following the instructions listed in the post above.

                  If you need more assistance do not hesitate to reply.


                  Regards,
                  David V