Intel HD doesn't allow me to select 4k 60HZ even though it's listed as supported by the monitor.

JPatt7 · ‎01-09-2017

I recently receive a new laptop for work (Dell Precision 5510), and am unable to run my external monitor at 4k 60hz. My previous laptop, a 2014 Macbook Pro, is able to do so fine. The monitor is a Philips bdm4065uc. I've already set it to DisplayPort 1.2 in the OSD settings. I'm connecting to the monitor with a Mini DisplayPort to DisplayPort cable connected to a USB-C Dell Dock WD15. Here is the information from Intel HD:

Intel(R) HD Graphics 530

Report Date: Monday, January 9, 2017

Report Time [hh:mm:ss]: 9:45:21 AM

Driver Version: 20.19.15.4531

Operating System: Windows* 10 Enterprise (10.0.14393)

Default Language: English (United States)

Physical Memory: 15966 MB

Vendor ID: 8086

Device ID: 191B

Device Revision: 06

Video BIOS: 1028.0

Current Resolution: 3840 x 2160

Processor: Intel(R) Core(TM) i7-6820HQ CPU @ 2.70GHz

Processor Speed: 2712 MHz

Processor Graphics in Use: Intel(R) HD Graphics 530

Shader Version: 5.1

OpenGL* Version: 4.4

OpenCL* Version: 2.0

* Microsoft DirectX* *

Runtime Version: 12.0

Hardware-Supported Version: 12.0

* Devices connected to the Graphics Accelerator *

Active Displays: 2

* Built-in Display *

Display Type: Digital

DDC2 Protocol: Supported

Gamma: 2.2

Connector Type: Embedded DisplayPort

Device Type: Built-in Display

Maximum Image Size

Horizontal Size: 13.78 inches

Vertical Size: 7.48 inches

Supported Modes

3840 x 2160 (60p Hz)

* Digital Display *

Display Type: Digital

DDC2 Protocol: Supported

Gamma: 2.2

Connector Type: DisplayPort

Device Type: DisplayPort

Maximum Image Size

Horizontal Size: 34.65 inches

Vertical Size: 19.29 inches

Supported Modes

640 x 480 (60p Hz)

640 x 480 (67p Hz)

640 x 480 (72p Hz)

640 x 480 (75p Hz)

720 x 400 (70p Hz)

720 x 480 (60p Hz)

720 x 576 (50p Hz)

800 x 600 (60p Hz)

800 x 600 (75p Hz)

1024 x 768 (60p Hz)

1024 x 768 (75p Hz)

1280 x 720 (60p Hz)

1280 x 720 (50p Hz)

1280 x 960 (60p Hz)

1280 x 1024 (75p Hz)

1280 x 1024 (60p Hz)

1440 x 900 (75p Hz)

1440 x 900 (60p Hz)

1680 x 1050 (60p Hz)

1920 x 1080 (60p Hz)

1920 x 1080 (60i Hz)

1920 x 1080 (50p Hz)

1920 x 1080 (50i Hz)

2048 x 1080 (60p Hz)

2560 x 1440 (60p Hz)

3840 x 2160 (60p Hz)

3840 x 2160 (24p Hz)

3840 x 2160 (30p Hz)

Power Management Support

Active Off Mode: Supported

* Other names and brands are the property of their respective owners.

Any help would be appreciated.

idata · ‎01-09-2017

Hello patogrande,

Thank you for contacting the Intel community.

The max resolution you can get with this monitor is 3840 x 2160 (60p Hz), the processor supported resolution is 4096x2304@60Hz.

If you are not getting 3840 x 2160 (60p Hz) you can try to updating the graphics driver.

You can download the latest driver here:

https://downloadcenter.intel.com/download/26404/Intel-Graphics-Driver-15-45-?product=88345 https://downloadcenter.intel.com/download/26404/Intel-Graphics-Driver-15-45-?product=88345

Before installing this generic driver I suggest to uninstall the old one and then install this version from the link above.

If you get an error when installing this driver you can try to do manual installation, please see http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html Manually Install an Intel® Graphics Driver in Windows® 10 and Windows 8*/8.1*

Remember that for you to get higher resolution than the one on your laptop monitor you will need to do extended display.

If this does not work then you will need to contact you Laptop manufacturer to get support about the supported display configuration.

Regards,

Ivan.

JPatt7 · ‎01-11-2017

I apologize for the delay, I was unable to test the updated drivers until now. I updated the drivers to the latest version, but it still does not allow me to run 4k at 60hz. I also tried using the Dell specific drivers found on their site, but that was unsuccessful as well. I've updated the BIOS as well, but that didn't seem to make a difference either. Any other ideas?

idata · ‎01-11-2017

Have you contacted Dell for this reason? I'm asking because the processor is capable to provide 4k @ 60Hz and it will be good to contact Dell to ask if your total system configuration is able to support the external monitor at 4k.

Also, I believe your system works with Nvidia card as well and they might have some configuration to have it work at 4K.

Are you trying to use 3840 x 2160 or 4096x2304@60Hz? I'm asking because if you try to get 4096 x 2304 your monitor does not support it, your monitor supports up to 3840 x 2160 (60p Hz).

Are you using the Intel® HD Graphics Control Panel to set up the resolution? If not right click on the desktop and select "Graphics properties" click display and set the proper resolution for the external monitor.

If the problem persists, check if there is an INF driver for your monitor from your monitor manufacturer, this driver will help set the resolution.

If nothing works, try with different HDMI cable or Display port cable.

Regards,

Ivan.

RonaldM_Intel · ‎01-12-2017

Hello patogrande,

Sorry for jumping in this thread. I was thinking, what exactly do you mean by "unable to run my external monitor at 4k 60hz"? Is it that:

a. You cannot see the 4k@60hz video mode available in the Graphics Control Panel, or

b. When you select 4k@60hz video mode you get only a black screen

Either way, according to Dell's site http://www.dell.com/us/business/p/precision-m5510-workstation/pd Precision 15 5000 (5510) Mobile Workstation Laptop | Dell this laptop should have it's own DisplayPort 1.2 output, so I would suggest connecting the monitor directly to the Laptop (i.e. disconnect the Dell Dock WD15). Why is this? I searched online for the maximum resolutions supported by the Dell Dock WD15, and according to this site: http://www.dell.com/en-us/shop/dell-dock-wd15-with-180w-adapter/apd/450-aeuo/pc-accessories# polaris-pd Dell Dock – WD15 with 180W Adapter | Dell this docking supports only 4k@30hz

Quoting the info from the Dock site: "You'll also enjoy an easy, reliable connection from your laptop or tablet to dual FHD displays or a single 4k display @ 30Hz, and all your essential peripherals."

Please let me know if this helps.

Regards,

JPatt7 · ‎01-13-2017

Sorry for the delay Ronald_Intel, I only have access to the monitor on Monday Wednesday and Friday. What I mean by "unable to run my external monitor at 4k 60hz" I mean the option isn't available in the Graphics Control Panel. The Laptop doesn't have it's own displayport output, except through the usb-c dock, it just has an hdmi output for video. Also, it looks like you may be right that it only supports 4k@30hz, which is unfortunate.

Thanks for your help, I appreciate it.