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November 29th, 2019 19:00

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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December 23rd, 2019 17:00

Since there's a similar thread also going about the Inspiron 3593, I sent a PM about these issues to @DELL-Justin C , who has been very helpful in getting technical issues reported by multiple people escalated to the right parties within Dell and then either getting fixes delivered or KB articles published for awareness of issues.  He asked me to tag him in this thread, so I've done that.  Hopefully he'll have an update to share in this thread soon.

4 Operator

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14K Posts

January 17th, 2020 21:00

@ArgonV  I was hoping that DELL-Justin C would respond here, but that seems not to have happened.  What he told me via PM was that after checking internally within Dell, he found internal documentation indicating that Inspiron xx93 systems, which would include this 3493, were limited to 1080p on HDMI.  I asked what the source of this limitation was given that Intel GPUs have supported 4K 60 Hz for over 6 years now, and the HDMI port is specifically indicated as HDMI 1.4b, which supports 1440p or 4K 30 Hz.  He said he'd look into it, but now he's followed up advising that the documentation team within Dell has opted to keep that documentation internal, but that he will be pushing to get some sort of note about this limitation added to the system documentation.

I have to say I'm personally disappointed with Dell on multiple levels here, which is why I replied with the following:

"And the answer as to the underlying cause that you said you'd ask about?  Has Dell decided to keep that under wraps too?  So this is basically an EXACT repeat of how the issue with the XPS 13 9350 not sending video over USB-C to Dell own USB-C displays was handled?  Dell's response to that was to do nothing except put up a KB article acknowledging the issue -- a KB that not only failed to identify the underlying cause, but even had the gall to say "We're not going to fix it because we consider that system old, but you can work around it by spending more money on one of our docks."  And now with this issue, the most Dell will apparently consider doing is adding a note about this to the documentation of these systems, which again doesn't identify underlying cause and will do precisely NOTHING to help the people who already own them?  And let's not lose sight of the fact that those customers could certainly be forgiven for not expecting a limitation like this, given that Intel GPUs have supported up to 4K 60 Hz going back at least 6 years now.  So on top of Dell being cagey about sharing any information about this, there's the issue that somebody implemented some boneheaded design in these systems that severely crippled the display output capabilities of the platform.  And finally, there's the fact that the system specs specifically mention "HDMI 1.4" rather than just "HDMI".  HDMI 1.4 supports 1440p 60 Hz or 4K 30 Hz, so given that Dell made a point of identifying the port's revision in its documentation, it's reasonable for customers to expect that the revision actually speaks to the system's capabilities -- except in this case, the system can't actually do things that an HDMI 1.4 output can normally do, which means it is pointless and misleading to call out HDMI 1.4 on these systems.

I know this wasn't your call, but as someone who's been a great deal of my time on a volunteer basis here trying to help people out, it's disheartening to see the people within Dell who get paid to serve customers respond in these shady and completely unhelpful ways."

Sorry I don't have a better answer for you here ArgonV, and I'm even more sorry that thus far the only answers you've gotten from Dell themselves have been from tech support reps who gave you completely incorrect information when you first started looking into this.  I hope Dell decides to do better for their customers.

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February 3rd, 2020 13:00

Dell Inspiron 3593. The same problem. Iris-Plus-UHD-Graphics without possibility to get 4K. HDMI can't output, no docking, no USB3.1. Dead end.

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