Answers (N/A if not applicable)
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
Very Sporadic (<20%):
Brand and Model of the system.
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
Hardware Stepping (see note1 below).
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: 22.214.171.12473
Graphics Output Protocol (GOP) Version: 9.0.1049
SW or Apps version used to replicate the issue.
Single display, clone, or extended (see note2 below).
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?
This message was posted on behalf of Intel Corporation
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.