1920 x 1080 60hz not available on intel iris xe

SunLion · ‎11-20-2023

Hello- My new laptop with Intel Iris XE GPU is not displaying on my second monitor.

The Viewsonic Monitor is 1920 X 1080 60hz and that is not an option in display settings. The system identifies the monitor using the generic monitor driver.

I can get it to display at the incorrect resolution of 1280 x 720, 60hz

OS: Windows 11 Enterprise

GPU: Iris XE

Monitor: Viewsonic VX3216-SCMH-W-2

IsaacQ_Intel · ‎11-20-2023

Hello @SunLion

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

In order to have a better understanding of your issue, please provide me with the following:

1. Have you tried using a different cable to connect your laptop to the second monitor?

2. Is the second monitor recognized correctly in the device manager, or does it show any errors?

3. Have you checked for and installed the latest graphics drivers for the Intel Iris XE GPU?

4. Are there any Windows updates pending that might address display-related issues?

5. Have you tested the second monitor with another device to ensure it’s functioning properly?

6. Can you confirm if the issue persists when connecting the laptop to a different external monitor?

7. Is there a specific reason you’re using Windows 11 Enterprise, and have you encountered similar issues on other operating systems?

8. Have you explored the Intel Graphics Command Center or similar tools to customize display settings for the second monitor?

9. Could there be any third-party software affecting display settings or conflicts with the Intel Iris XE GPU?

10. Are you employing an adapter between the monitor and the laptop? Keep in mind that adapters can impact resolution and other performance aspects.

Also please provide us with the following reports:

IGCC Report: Follow these steps to generate an Intel® Graphics Driver report for the Intel® Graphics Control Panel or the Intel® Graphics Command Center. Report for Intel® Graphics Drivers.

SSU: Please download and scan your system using our tool, Intel® System Support Utility so we can help check your system info first. Once finished downloading, open the tool, click on scan 'Everything', click next, then save the system information to a .txt file. Please provide the .txt file.

This document will be necessary to check your entire system, in order to find possible errors or incompatibilities.

Best regards,

Isaac Q.

Intel Customer Support Technician

SunLion · ‎11-20-2023

1. Have you tried using a different cable to connect your laptop to the second monitor? YES

2. Is the second monitor recognized correctly in the device manager, or does it show any errors? IT SHOWS THE MONITOR MODEL BUT USES THE GENERIC PnP Driver

3. Have you checked for and installed the latest graphics drivers for the Intel Iris XE GPU? YES

4. Are there any Windows updates pending that might address display-related issues? FULLY UP TO DATE, NONE REFERENCE DISPLAY RELATED ISSUES.

5. Have you tested the second monitor with another device to ensure it’s functioning properly? YES WORKS ON MY OTHER LAPTOP.

6. Can you confirm if the issue persists when connecting the laptop to a different external monitor? DOES NOT PERSIST. JUST HAPPENS WITH THIS SPECIFIC MONITOR.

7. Is there a specific reason you’re using Windows 11 Enterprise, and have you encountered similar issues on other operating systems? W11 CAME WITH THIS NEW COMPUTER.

8. Have you explored the Intel Graphics Command Center or similar tools to customize display settings for the second monitor? YES- NO SETTINGS CHANGE THE ISSUE.

9. Could there be any third-party software affecting display settings or conflicts with the Intel Iris XE GPU? UNLIKELY

10. Are you employing an adapter between the monitor and the laptop? Keep in mind that adapters can impact resolution and other performance aspects. NO, DIRECT HDMI CONNECTION TO LAPTOP.

IsaacQ_Intel · ‎11-20-2023

Hello @SunLion

Thank you for your response.

Upon reviewing the files you provided, we've identified a couple of points:

Your laptop is equipped with two distinct graphics sources, namely Intel and Nvidia. Could you please clarify if you've encountered the reported issue exclusively with Intel graphics, or if it also occurs when utilizing Nvidia graphics? We suggest experimenting by switching between both graphics options to determine if the behavior persists.

Furthermore, upon inspecting the graphics updates on the SSU and the IGCC report, we observed that your PC is running driver version 31.0.101.4952. It's important to note that Intel® supplies generic versions of software and drivers. In the context of laptops, the computer manufacturer (OEM) may have introduced modifications, customizations, or other changes. Consequently, we recommend installing drivers provided by the manufacturer to mitigate potential issues arising from the use of non-customized drivers.

In this case, we suggest trying the following troubleshooting steps:

· Clean install of the latest OEM driver: 31.0.15.3645.

· If the issue persists, clean install/Display Driver Uninstaller (DDU) of Intel Latest driver: 31.0.101.4953

· Follow the steps in the article Unable to Select the Native Resolution and Other Supported Refresh Rate of an External Display Connected to Intel® Graphics.

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎11-23-2023

Hello SunLion,

We hope you are doing fine.

Were you able to check the previous post?

In this case, we suggest trying the following troubleshooting steps:

· Clean install of the latest OEM driver: 31.0.15.3645.

· If the issue persists, clean install/Display Driver Uninstaller (DDU) of Intel Latest driver: 31.0.101.4953

· Follow the steps in the article Unable to Select the Native Resolution and Other Supported Refresh Rate of an External Display Connected to Intel® Graphics.

Let us know if you still need assistance. Otherwise, the thread will be closed.

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎11-28-2023

Hello SunLion,

We hope you are doing fine.

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards.

Isaac Q.

Intel Customer Support Technician.