Cannot output 4k from laptop to 4k external display over HDMI 2.0

[Canopvs]

I have an HP Spectre x360 - 13-ac004na laptop running Windows 10 Home and an HP Envy 27s 4k external display. I cannot configure the laptop to display 4k@60Hz (3840x2160) on this external screen.

Details:

• I am connecting using HDMI 2.0. This is done using a USB-C/HDMI 2.0 adapter (certified for 4k@60Hz) and a high speed HDMI (HDMI 2.0 compatible) cable plugged into the HDMI 2.0 port of the monitor. The monitor indicates that the optimum resolution for this input is 3840x2160@60Hz in the OSD
• I have upgraded the graphics driver for Intel HD620 to the latest version from the HP website (v22.20.16.4836)
• I have upgraded the driver for the monitor to the latest version from the HP website
• I have upgraded the BIOS to the latest version F.44 from the HP Website
• I have applied Windows Updates
• When I go to Display Settings, the maximum resolution I can see is 2560x1600. Same if I click on Display Adapter Properties > Display All Modes
• I have also checked in Intel Graphics Settings, and 3840x2160 is not available
• I have tried setting custom resolution in Intel Graphics settings, and I get the message "The custom resolution exceeds the maximum bandwidth capacity"
• Whilst I cannot set the external monitor to be 4k, I can set the laptop screen to be 3840x2160

[Flower_Bud]

@Canopvs,

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, you're in need of support.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

What is the model name of the adapter you're using? 

Have you tried connecting a different adapter?

If not, I suggest you try connecting a different adapter. 

Once I have the information, I'll assist you further.

Keep me posted,

Have a great day 🙂

[Canopvs]

@Flower_bud,

Thank you for your reply. I'm using an "Anker Premium USB-C Hub with HDMI and and Power Delivery", model A8342 (see https://www.amazon.co.uk/gp/product/B018XF4KRC/ref=oh_aui_search_detailpage?ie=UTF8&psc=1).

My latest theory is that hubs supporting USB 3/3.1 such as this don't support 4k@60Hz, presumably because USB-C does not have enough bandwidth to support both 4k@60Hz and USB 3.0 ports.

Any idea if I'm right? I'm waiting for a simple USB-C to HDMI 2.0 adapter which is rated at 4k@60Hz... 

[Flower_Bud · Accepted solution]

@Canopvs,

Thank you for responding,

It's great to have you back 😉

As monitors are plug and play devices and should work without any issues when connected to a computer. 

As the monitor is working, I assume that the issue is with the adapter you're using, therefore I suggest you try a different adapter and see if it helps.

I also recommend you to try the monitor on a different computer with the same adapter and see whether you get 4K resolution on a different device. 

Keep me posted,

Have a great day 🙂

[Canopvs]

So it is indeed the adapter, I switched it for a simple USB-C to HDMI 2.0 and was able to get 4K@60Hz.

[Flower_Bud]

@Canopvs,

Thank you for the update,

I appreciate your time and efforts,

I'm glad you found the solution for this concern.

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉

Take care now and do have a fabulous week ahead. 🙂