Inspiron

Last reply by 02-14-2020 Solved
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Dell Inspiron 3493 Won't Output 4k to External Monitor

I have a brand new 3493 that has the IRIS Pro G4 graphics and it is supposed to be able to output to multiple 4K displays.  However, I have tried 3 different cables with the 4K TV and the highest option windows is giving me is 1080.  I have plugged the cables directly into my PC and had no problem outputting 4K @60hz with the same cables and hdmi slots on the TV.  

 

Am I missing something?

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8098

same issue on a 5593 the manual does not say anything being limited to HDMI.

We have an update from our product engineering team. Resolution on external monitor is limited to FHD 1920x1080 60Hz. This is also applicable for Inspiron 3493. This is a hardware limitation due to the motherboard layout trace length and because we use 1.65GT/s topology which only supports up to FHD 1920x1080 60Hz.
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6517

The GPU in that system is indeed capable of driving multiple 4K displays, but it's still up to the system manufacturer to actually provide display output connectors that can actually leverage that capability.  The specs of the Inspiron 3493 here indicate that its HDMI port is 1.4b, which is only enough for either 2560x1440 at 60 Hz or 4K at up to 30 Hz -- not 4K 60 Hz.  You'd need an HDMI 2.0 port for 4K 60 Hz.  The only other option for 4K 60 Hz is DisplayPort, either via an actual DisplayPort connector or via a USB-C/Thunderbolt 3 port, but your system doesn't have any of those.  If 24/30 Hz would be acceptable for your purposes, you might be able to achieve that by going into Intel HD Graphics Control Panel and selecting it as a custom output setting.  Windows Display Settings won't normally show that because it defaults to 60 Hz on all resolutions.  Note that your mouse cursor will be laggy at that low refresh rate, as will any video actually captured at 60+ fps.  However, most film and some TV episodes are shot at 24 fps, so if that's what you're trying to watch, then set your system to output at 24 Hz so the signal's refresh rate matches the video you're trying to play and things should be fine.  But if that isn't enough for your purposes, then unfortunately that system doesn't provide a port to transmit 4K 60 Hz, I suspect because the Inspiron 3000 Series is the low end of Dell's basic consumer product line.


6501

Thanks for the reply.  I have now tried to separate TVs that connect perfectly fine to 4k with a desktop of mine.  Both have worked with 4K@60hz and 4K@30hz.  However, even with using the Intel Graphics Command Center it does not give an option for 4K even after I switch the refresh to 30hz.

I created 2 separate custom resolutions of 3840x2160 and 4096x2160.  While keeping the refresh rate at 30hz I select those custom resolutions and nothing happens.  The screen doesn't go blank or anything.  It simply doesn't react.  The info from the TV continuously reports 1080.

I really don't know what else to try.  It seems like it may be a driver issue as this processor is very new.  After initially trying and failing to achieve 4K, I checked the drivers.  Intel reported that there was a newer driver, but when I attempted to install it the Dell blocked it saying it wasn't supported.  I was able to download the zip file and go into device manager and manually install the latest Intel drivers and the problem persists.  

6495

Have you tried updating the firmware and the video drives for your PC?


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6475

I just confirmed all drivers were up to date with the automatic dell driver analyzer, SupportAssist.  Everything is up to date and there have been no changes.  I still do not have any 4k options and I cannot force a 4k custom resolution even at 30hz.

6448

@ArgonV  the 4K resolution you'd want for a TV is 3840x2160.  4096x2160 is "true 4K" but that's only used in cinema and not "consumer/TV 4K".  Have you tried a custom resolution of 3840x2160 at 24 Hz rather than 30?  The fact that the TV doesn't respond at all when you select a resolution is very strange to me, though.  It should definitely go black for a moment, even if it ends up coming back at 1080 because the custom resolution didn't work.  Sorry if this question sounds obvious, but are you sure that you're creating a custom resolution and then applying it properly to the TV display?

In addition, based on your note that you used Device Manager to force a newer Intel Graphics driver, it sounds like you didn't get that driver directly from Dell.  Just fyi, using an Intel Graphics driver that doesn't come from the system vendor doesn't always work well, which is why the actual installers for Intel Graphics drivers are system-specific.  Especially if the new driver doesn't behave any differently, you might want to uninstall that version and go back to the latest version available from Dell.


6456

Thanks for the info. I will try 24hz when I get home. I might try uninstalling the intel driver and going back to the Dell if 24hz doesn't work. I did try everything with the Dell driver first though. I then repeated the process with the intel driver to no avail.

As to applying the custom resolution I can't see what I could do different. I add a custom resolution, it appears in the drop down menu, I select the custom resolution and the shape of the tv icon changes on the screen but nothing changes with the physical display.

It would be nice to know if anyone with the Iris Pro G4 graphics is able to get the external 4k to work.

6413

I was able to attempt 4k output at 24hz but it also did not work. I then was able to uninstall the newest Intel Iris drivers and reinstall the latest drivers available at the Dell website. I then attempted 4k output through the HDMI at 24hz, 30hz, 59hz, and 60hz. None of them worked.

6401

@ArgonV  sorry to hear that.  In that case I'm not sure what to suggest next.  You've already ruled out external possible causes like the cable, TV, and specific HDMI input on the TV you're using by having swapped those components around, and you've already messed with drivers and custom resolution configurations.  Given that the specs for that system indicate that the HDMI port is 1.4b and you certainly have a sufficiently new Intel GPU, I can't understand why you wouldn't even be able to send 4K 24 Hz.  Sorry I don't have a better answer, but I'll post back if I think of anything else!


6495

A different Dell support agent is telling me that the 1035g4 can ONLY output 4k at 120hz and that any lesser refresh rate won't work. 

I thought that was crazy but what do you think? 

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