HP 17.3 inch Laptop PC 17-c3000 (767L6AV) can't reach 3440x1440 with Acer Nitro 34" model EDA343CUH

[MarcoConte]

My HP 17.3 inch Laptop PC 17-c3000 (767L6AV) can't reach the display resolution of 3440x1440 with my Acer Nitro  Widescreen Gaming LED Monitor 34" model EDA343CURH. 

My HP 17.3 has a Intel(R) Iris(R) Xe Graphics that specifies it can reach such resolution and the Acer model can also work with this resolution, but it doesn't show this option in the Windows configuration.

I am up to date with Windows Update, got the most recent Drivers from the Intel site and the most recent Acer driver in their site, I've changed the HDMI cable for a certified 8K one, but anyway it doesn't work.

The thing is that it was working fine when I bought the monitor, but since I've sent the laptop to the Costco/HP Service, it came back not working with the Acer monitor.

What can I do about it ?

Thanks !

[Garp_senchau]

@MarcoConte, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Check Display Settings

Right-click Desktop > Display Settings > ensure 3440x1440 is selected.

If not, check Advanced Display Settings.

Intel Graphics Control Panel

Right-click Desktop > Intel Graphics Settings.

Check if 3440x1440 is available. If not, try adding it in Custom Resolutions.

Reinstall Graphics Drivers

Uninstall current Intel(R) Iris(R) Xe driver in Device Manager.

Download the latest driver from Intel’s website and reinstall.

Test the Monitor

Try the monitor with another device to confirm it’s working properly.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[MarcoConte]

Hello Garp_Senchau, thank you for your response! 

I tried everything you proposed, uninstalled everything and I reinstalled everything again starting with the Acer display driver which I got form the Acer support site, then Intel Driver and Apps (fresh from support site), also tried the configurations except for "try adding it in Custom Resolutions", which I couldn't find neither in Intel Configuration app, nor in Windows Display Configuration.

The option 3440x1440 is never listed as an option.

What else could I try ?

Thanks again.

[Garp_senchau]

Hey @MarcoConte,

Thank you for your response

Unfortunately, your device supports a maximum resolution of 1920 × 1080."

Here are the display specifications:

43.9 cm (17.3 in), white light-emitting diode (WLED), eDP, flat (3.5 mm), narrow bezel, 250 nits
Full high definition (FHD) (1920 × 1080), ultrawide viewing angle (UWVA), 45% NTSC, antiglare
High definition (HD+) (1600 × 900), standard viewing angle (SVA), 60% NTSC, antiglare
HD+, SVA, 60% NTSC, BrightView

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[MarcoConte]

Hi Garp_senchau, sorry for the delay in my response, I’ve researched a bit about my notebook and went to my order at Costco when I bought it, it had an integrated graphics card, Intel® Iris® X ®. 

According to Intel, it has the specifications below:

I’m connecting through HDMI, so it should be supporting my Acer Display at 3440x1440, as long as it’s beyond the range, right ?

ACER Nitro EDA343CUR H Widescreen Gaming LED Monitor

Model: EDA343CUR H
Part: UM.CE3AA.H02

The resolution of 1920 × 1080." is the highest for the notebook display, and it's working, my problem is when I use the external Acer display only.

So, it sounds like there are no problem in the configuration and it would suppose to be working, by the way, it was working before I’ve sent it to service, I was using this computer with this Display for months, after service, it did stop offering the option of resolution 3440x1440.

And I have downloaded and installed every last drive possible for the Intel board, Acer display and HP.

Thanks anyway for your help.

Regards.

[Garp_senchau]

Hey @MarcoConte,

Thank you for your response

Yes, your laptop should support the 3440x1440 resolution, as it comes with an HDMI 1.4b port, which is capable of handling that resolution under the right conditions. Since you've mentioned that this issue started after the laptop was sent for repair, I would strongly recommend taking it back to the service center and having them check it again. There’s a possibility that a hardware-related issue may have occurred during the repair process.

I suggest you reach out to the nearest HP Authorised service center for personalized assistance. They can provide one-on-one help to fix the problem.

Note: There might be a nominal charge for the service they provide.

HP® Service Center Locator - United States | HP® Support

Regards,