External monitor - reverted to low resolution

[ChrisFromDC]

I have two Spectre x360 laptops. Each uses an external monitor (via USB/HDMI). Each laptop/monitor combination is used independently of each other (not even on a common network). Within days of each other, both external monitors dropped from hi-res to low-res (720x576) and nothing I do can seem to bring back the higher resolution. All drivers are up to date and I have deleted and reinstalled them multiple times. BIOS is up to date. Windows Updates show current. 

Display adapter driver is Intel Iris Xe Graphics, 31.0.101.5590 (6/10/24)

Monitor drivers are: integrated monitor (working fine, laptop screen is still hi-res) and

   Generic Monitor (C27F591)

Actual monitors are (1) a Samsung curved monitor and (2) an HP Pavilion 27xi.

Because there is absolutely no connection between these computers and both had this happen within days of  each other, I can only assume that it is somehow related to a Windows or HP update or something else that would have happened basically simultaneously.

Any suggestions?

[Raj_05]

Hi @ChrisFromDC,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It seems likely that the resolution issue you're experiencing is related to a recent Windows update or a driver update, particularly given that it occurred on both systems around the same time. Here are some steps you can take to troubleshoot and potentially resolve the issue.

Check Display Settings:

• Right-click on the desktop and select "Display settings."
• Scroll down to "Advanced display settings."
• Select the external monitor and ensure the resolution is set to the highest available option.

Update Monitor Drivers:

• Go to Device Manager.
• Expand the "Monitors" section.
• Right-click on the external monitor (Generic PnP Monitor) and select "Update driver."
• Choose "Search automatically for updated driver software."
• If no update is found, try manually installing the driver from the monitor manufacturer's website.

Roll Back Display Adapter Driver:

• Go to Device Manager.
• Expand the "Display adapters" section.
• Right-click on "Intel Iris Xe Graphics" and select "Properties."
• Go to the "Driver" tab and click "Roll Back Driver" if the option is available.

Uninstall Recent Windows Updates:

• Go to Settings > Update & Security > Windows Update.
• Click on "View update history."
• Click on "Uninstall updates."
• Look for any recent updates that were installed around the time the issue started and uninstall them.

Disable Automatic Driver Updates:

• Open the Control Panel.
• Go to System and Security > System.
• Click on "Advanced system settings" on the left.
• Under the "Hardware" tab, click on "Device Installation Settings."
• Select "No (your device might not work as expected)" to prevent Windows from automatically updating drivers.

[Raj_05]

Test Different Cables/Ports:

• Try using different HDMI or USB-C cables to connect the monitors.
• Test the monitors on different ports on the laptops.

Check for Intel Graphics Command Center Settings:

• Open the Intel Graphics Command Center.
• Go to the "Display" section.
• Ensure that the resolution and refresh rate settings for the external monitors are set correctly.

Reset the Monitors:

• For the Samsung curved monitor and HP Pavilion 27xi, try performing a factory reset.
• Refer to the monitor’s manual for instructions on how to reset the monitor settings.

Check for Windows Insider Builds:

• If you're enrolled in the Windows Insider Program, you might be running a beta version of Windows that could have unresolved issues.
• Consider switching back to a stable build of Windows if you are on an Insider build.

Check Event Viewer:

• Press Win + X and select Event Viewer.
• Look for any error messages or warnings that occurred around the time the resolution issue started.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[ChrisFromDC]

Thank you for the replies. After troubleshooting for nearly a full day (and doing everything suggested by the replies except the driver rollback, which wasn't an available option), I identified the problem (or at least came up with a fix that made the problem go away). Both systems were also running with an HP Thunderbolt Dock 120W with HDMI Adapter. It appears from HP's site that this docking station is no longer supported, so I replaced one with a G5 dock and that resolved the problem.

Since we have HP employees here, it would be helpful if you could tell me whether the problem likely was a conflict with a Windows update and old docking station firmware, or whether both docking stations just happened to fail at the same time, or my "fix" really isn't a fix, even though it works. Thanks. 

[Raj_05]

Hi @ChrisFromDC,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[ChrisFromDC]

Hello and thank you for the fast reply, but all the private message said is we can't help you any further unless you call in. At this point I will keep going with the new docking station and if anyone happens upon this thread who is also using one of the older docking stations, hopefully you'll have a better resolution than having to buy a new dock.