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Intel Graphics refresh rate drop and are inconsistent after sleep or hibernate

LEB
Novice
7,478 Views

Systems with Intel HD graphics have inconsistent monitor refresh rates, lower refresh rates and poorer graphics performance after resuming from a 'sleep' or 'hibernate'.

To reproduce for systems with Intel HD graphics:

  1. Make sure the monitor is set to its highest refresh rate (e.g. on Dell U2711 monitor, choose 60 Hz rather than 59 Hz; or on a Dell Latitude E6320 laptop, choose a refresh rate of 60 Hz, not 40 Hz).
  2. With a user logged in, either close laptop lid, or put the system into 'Sleep' or 'Hibernate'
  3. Wake the system up again and log in
  4. Check the Monitor refresh rate under the Intel "Graphics Properties" - the refresh rate has dropped from the higher setting to the lower setting and is now either 59 Hz or 40 Hz in the examples above.
  5. Check the Monitor refresh rate under Windows Control panel -> Screen Resolution -> Advanced Settings -> Monitor -> Screen Refresh rate. Here the original higher refresh rates are still being reported. I.e. the refresh rates being reported by Windows vs. that reported by the Intel driver GUI are inconsistent after resume. See attached screen-shot.
  6. Use windows desktop - the system is now slightly but noticeably more sluggish/lower graphics performance after resume.
  7. In addition, after the screen goes in standby, the screen 'forgets' brightness and contrast settings set in the Intel Graphics Properties after waking up again (screen returns to brightness/contrast settings it had prior to setting them in the Intel Graphics Properties).

This issue occurs both for the built-in laptop monitor as well as an externally attached secondary monitor (connected over DisplayPort).

The issue also occurs on the monitor attached to a Desktop PC running Intel HD graphics.

Monitors on which the issue has been reproduced:

  • Dell Latitude E6320 built in laptop screen
  • Dell U2408WFP monitor (Display Port)
  • Dell U2711 (Display Port)

This issue occurs both for 2nd and 3rd generation Core i7 HD graphics, from a Dell laptop, as well as from PC with Intel Motherboard (Z77).

All systems running Win 7 Pro, sp1, x64 with all updates, latest drivers and BIOS.

Thanks

EBL

41 Replies
Kevin_M_Intel
Employee
3,411 Views

Hi EBL,

I understand you are having an issue with the resolutions and refresh rates.

All the information you have provided is good and I will try to replicate it from my side but I would like to know some more information about the system you have.

Can you please provide the graphics report and the dxdiag report? If possible attach it here.

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LEB
Novice
3,411 Views

Hi Kevin

I have attached the output from the Intel Graphics Information Center, as well as the output of dxdiag.

The Graphics Information center does not allow the saving of the monitor's info - I have taken a screenshot of that.

Please let me know if you need anything else.

=================

Intel-graphics report

=================

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Kevin_M_Intel
Employee
3,411 Views

Thanks for all this information. The driver you have installed seems to be the OEM driver so can you try our driver?

Here is it:

https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=23858 https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=23858

We have not received reports from other customers about this issue. If you try the driver and issue persist, I recommend you contacting Dell for them to provide information or replace the unit if necessary.

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LEB
Novice
3,411 Views

1. For the Dell laptop - unfortunately the problem exists both with the OEM and the Intel drivers

2. For the Intel Desktop system, the same issue occurs (Intel DZ77BH-55K board). This is therefore not a Dell related problem, since an Intel system has the same issue, with the latest drivers.

I presume no one has reported it yet since they haven't noticed, or are using 3rd party / Nvidia / AMD graphics.

I would appreciate it if you could look into this problem.

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Kevin_M_Intel
Employee
3,411 Views

I will test this and I will be back as soon as possible. I will keep you posted.

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Kevin_M_Intel
Employee
3,411 Views

Just a question, did you test the DZ77BH-55K motherboard with 2nd or 3rd generation? And if possible what model? Also what Operating System did you try?

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LEB
Novice
3,411 Views

The DZ77BH-55K motherboard is with the 3rd gen i7-3770 (not 3770K). OS: Win 7 SP1, 64 bit, with all updates, latest drivers and BIOS.

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Kevin_M_Intel
Employee
3,411 Views

Hello EBL,

 

Sorry for the delay.

I have tested this motherboard with the processor in mentioned and I was not able to replicate the issue. I tried different monitors including a TV but the issue did not come up.

I would like you to attach the Intel® motherboard dxdiag report here so I can check it because so far and based on the lab it seems that the problem may be related to the monitors and not the graphics controller.

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LEB
Novice
3,411 Views

Hi Kevin

The dxdag report for the intel desktop system is attached below. I have also attached a screenshot of the different refresh rates for the desktop system when resuming from sleep.

Note that all these monitors are connected via Display Port (not VGA or HDMI).

dxdiag - Intel Motherboard

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Kevin_M_Intel
Employee
3,411 Views
Thanks for the information. I will pass all this information to development team for further investigation. I will keep you posted.
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LEB
Novice
3,411 Views

Thanks

One point: I note that after sleep (or even simple standby of monitor), all monitor settings are reset/forgotten, not only the refresh rate, but also any other settings such as brightness/contrast set via the Intel graphics control panel, revert back to what they were before they were set.

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Kevin_M_Intel
Employee
3,411 Views

Thanks, We are still working and I am checking for updates.

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Kevin_M_Intel
Employee
3,411 Views

Sorry for the delay on this. We are working but I would like you to try with latest BIOS and graphics driver for the system. I will provide updates soon.

Kevin M

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LEB
Novice
3,411 Views

Thanks, the BIOS and graphics driver version currently installed are the most recent versions available via Intel's driver download page; or are there more recent versions which you would like me to test?

Regards

EBL

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LEB
Novice
3,101 Views

Hi

Thanks for the graphics driver link.

The link downloads v3910.

I have separately downloaded from Intel's drivers page v3945 (newer version).

Unfortunately this newer version v3945, still has the same problem.

EBL

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MHsu4
Beginner
3,101 Views

Hi EBL and kevin,

I seems met the same issue that you reported.

I'm wondering whether the following KB can help to explain this issue.

http://support.microsoft.com/kb/2006076/en-us http://support.microsoft.com/kb/2006076/en-us

Please help to check. Thanks!!!

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LEB
Novice
3,100 Views

Hi Mark.H

That seems to relate to a different issue. Specifically that article relates to trying to change the refresh rate to 60 Hz, but if you go back and check, it is still at 59 Hz (i.e. it does not allow you to change to 60 Hz on some monitors). The monitor I am using does not have that issue.

The issue I have been having is somewhat different. In my case, if you change the refresh rate to 60 Hz, it stays at 60 Hz as it should. However, after the display or system go into sleep and wake up again, Windows still reports a 60 Hz refresh rate, but Intel drivers report 59 Hz (inconsistency between Windows and Intel), with the display choppy and poor graphics performance. You need to reboot to get the proper 60 Hz (consistent between Intel and Windows) and good performance back again.

So it seems that the mode changes from the correct PC 60 Hz mode to the incorrect TV 59 Hz mode after resuming from sleep, with Intel recognizing this incorrect change after resume, but Windows not.

Other than rebooting, logging off/logging on also sometimes helps, as does changing the refresh rate down to 59 Hz in Windows click Apply, then change it back up to 60 Hz in Windows also helps (you can't do this in Intel's settings, only via Microsoft's settings).

Regards

EBL

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LEB
Novice
3,101 Views

Kevin,

When downloading the driver in the link, Norton Internet Security deletes the file with the following error message:

Please advise

Regards

EBL

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