Problems with new HP Z38c LED curved monitor

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  1. Posts : 44
    Windows 10 Pro build 19043 64 bit
       #1

    Problems with new HP Z38c LED curved monitor


    I am running Windows 10 Pro 10.0.19042 build 19042.

    I have been using a HP Z27i monitor connected to my desktop by a 3m Displayport cable for years without issue. The native resolution for this monitor is 2560 x 1440 @ 60Hz.

    Today I replaced this monitor with my new HP Z38c LED monitor, retaining the existing Displayport cable. This monitor runs at the higher resolution of 3840 x 1600 @ 60Hz. I say new monitor, it is actually a discounted ex demo model, but appears to be in perfect condition. Checking the HP website for the serial number indicates it was registered on 30/01/2020, so it is just over a year old, which is actually older than I was led to believe

    The spec. of the Intel graphics chip on my Gigabyte AORUS GA-Z270X mother board is perfectly capable of handling this resolution.

    I've noticed on dark areas of the screen there is a constant flickering, which is the best way I can describe it. The pixels seem to appear and disappear randomly but they are barely visible. If I set the background wallpaper to solid black and minimise all the windows it is much easier to see.

    Also, every now and again the whole image will flash black briefly. Sometimes this is so quick I wonder if has happened, other times it can last a second so is very noticeable.

    Does anyone have any idea what the issue might be or how I can start to troubleshoot it?
      My Computer


  2. Posts : 4,424
    Win 11 Pro 22000.652
       #2

    At a guess, it's a connection issue.

    The first thing I'd try is swapping ends of the DisplayPort cable.

    The next would be a different cable.

    I hope that it's not a hardware failure of the monitor.
      My Computers


  3. Posts : 44
    Windows 10 Pro build 19043 64 bit
    Thread Starter
       #3

    In order for the USB ports on the new monitor to work, it needs to be connected to my desktop via a USB type C cable and as my motherboard also has a type C connection, earlier today I ordered a Type C to Type C cable. I've read this can also take the video signal, so it should allow me to test a different cable connection.

    While typing this reply, the monitor did something it hasn't done before and the whole screen turned pink, then was okay again. I could still make out the open desktop windows, it was almost as though some colours were removed, leaving only pink, then just as quickly it returned to normal! (it has now happened 5 times in the 5 mins I've been typing this message).

    The displayport cable I'm using was purchased a couple of years ago and is an Amazon basics cable. I was thinking of purchasing a 8K displayport cable, one that is capable of higher refresh rates than 60Hz for 4K, but I'll see if the USB Type C cable makes a difference first.

    - - - Updated - - -

    bobkn said:
    At a guess, it's a connection issue.

    The first thing I'd try is swapping ends of the DisplayPort cable.

    The next would be a different cable.

    I hope that it's not a hardware failure of the monitor.
    Although I was rather sceptical, I tried your suggestion and swapped around the Displayport cable. To my surprise the issue appears to have gone!

    It makes me wonder if one of the ends wasn't pushed far enough into the socket. I had tested the monitor connection many times, ensuring it was fully engaged, but hadn't checked the desktop end as I hadn't touched this.

    Thanks for the suggestion.
      My Computer


  4. Posts : 44
    Windows 10 Pro build 19043 64 bit
    Thread Starter
       #4

    Just thought I should update this thread as things have progressed in the 3 months since it was started.

    Unfortunately, swapping around the Displayport cable didn't fix the issue for long and I raised a support call with HP who arranged for the monitor to be replaced. The replacement monitor wasn't any better and the issue continued.

    I tried everything; different Displayport cables (purchased an 8K 1.4 version), different power cables, different graphics cards, but the issue didn't go away!

    Contacted HP support again to get some guidance on what to do next, but they simply reiterated everything I had already tried and then insisted the monitor was faulty and needed to be replaced!

    So, it was replaced again, but this time an engineer brought it and we spent a couple of hours trying to troubleshoot the issue as it was quickly obvious that the replacement monitor didn't fix the problem.

    The only way to get the issue to stop was to use a HDMI cable instead of a Displayport cable! The problem with doing this is that although my onboard graphics was perfectly capable of achieving the refresh rates of the monitor (and above), with HDMI it could only work at 30Hz, whereas the Displayport cable works at 60Hz (the native refresh rate for the monitor). I believe this is a restriction of HDMI v Displayport.

    So, I now have the monitor behaving, however it is running at 30Hz off a HDMI cable, which shouldn't be necessary.

    If anyone has any thoughts on why the use of the Displayport causes the issue, bearing in mind:
    - I've tried 3 different Displayport cables
    - I've tried 2 different graphics cards (the onboard Intel HD Graphics 630 and a dedicated Geforce GTX 930)
    - I've tried 3 different power cables

    I'm waiting to borrow a HP ZBook 15 G3 laptop, which should allow a different machine to be connected to the monitor using Displayport. It will be interesting to see if that also has the issue.
      My Computer


  5. Posts : 4,424
    Win 11 Pro 22000.652
       #5

    If you're limited to 30Hz on HDMI, that means that the HDMI version is 1.4. It takes HDMI 2.0 or later to support 3840X2160; I suppose the same would be true for 3840X1600. DisplayPort 1.2 is adequate for 3840X2160 at 60 Hz.

    The HP Z38c is spec'd at HDMI 2.0 and DP 1.2.

    It's not obvious how any of this would be relevant to your problem.

    I suppose you could try a graphics card that supports HDMI 2.0. That'd be an nVidia 10 series card (like a GT 1030) or newer. (I'm not sure what would be an AMD equivalent.)

    Sorry that the tech wasn't able to assist you.
      My Computers


  6. Posts : 44
    Windows 10 Pro build 19043 64 bit
    Thread Starter
       #6

    Hi bobkn, thanks for replying so quickly. Yes, the Displayport "versions" in question are:

    HP Z38c: v1.2, capable of 3840x1600@60Hz (native resolution)
    Gigabyte onboard Intel HD Graphics 630: v1.2, capable of 4096x2304@60 (so higher than the monitor requires)
    Displayport cable: v1.4 8K@60Hz, 4K@144Hz

    So, the new Displayport cable is capable of far more than the graphics chip and monitor can support, but a v1.4 cable should be backword compatible to 1.2, so I don't see that being a problem. Besides, I also tried with the useless short Displayport cable supplied with the monitor and got exactly the same issue, so this suggests it isn't a cable issue.

    My motherboards onboard graphics only supports HDMI v1.4. Maybe this is why it is restricted to 30Hz at the native monitor resolution? The Geforce GTX 980 graphics card I tried doesn't actually have any HDMI ports, only displayport sockets!

    I was actually looking at the Nvidia PNY Quadro P2200 graphics card, but it's an expensive way to solve the problem, assuming it would actually make a difference!
    Last edited by milleniumaire; 24 Jul 2021 at 15:01.
      My Computer


  7. Posts : 4,424
    Win 11 Pro 22000.652
       #7

    milleniumaire said:
    (snip)

    My motherboards onboard graphics only supports HDMI v1.4. Maybe this is why it is restricted to 30Hz at the native monitor resolution? The Geforce GTX 980 graphics card I tried doesn't actually have any HDMI ports, only displayport sockets!

    I was actually looking at the Nvidia PNY Quadro P2200 graphics card, but it's an expensive way to solve the problem, assuming it would actually make a difference!
    HDMI 1.4 is restricted to 30 Hz at 3840X2160 by definition.

    Not sure why you'd be looking at a "workstation" graphics card like the Quadro (usually intended for CAD applications that use OpenGL), but I suppose that could be one way to dodge the markups on gaming cards.
      My Computers


  8. Posts : 44
    Windows 10 Pro build 19043 64 bit
    Thread Starter
       #8

    bobkn said:
    Not sure why you'd be looking at a "workstation" graphics card like the Quadro (usually intended for CAD applications that use OpenGL), but I suppose that could be one way to dodge the markups on gaming cards.
    I'm not a gamer, so not interested in the high end, powerful and very expensive gaming cards. I do some video editing, so the Quadro would help speed up rendering, but also, it appears to be a quiet card and isn't power hungry and so would go well in my quiet system.

    The only downside is it doesn't have any HDMI ports, just in case the Displayports cause the same issue.
      My Computer


  9. Posts : 4,424
    Win 11 Pro 22000.652
       #9

    milleniumaire said:
    I'm not a gamer, so not interested in the high end, powerful and very expensive gaming cards. I do some video editing, so the Quadro would help speed up rendering, but also, it appears to be a quiet card and isn't power hungry and so would go well in my quiet system.

    The only downside is it doesn't have any HDMI ports, just in case the Displayports cause the same issue.
    I have a couple of UHD (3840X2160) monitors, one to each desktop PC. Both are connected via DisplayPort, at 60 Hz. Both also support HDR. Works fine.

    I don't have an HP Z38c monitor, though.

    You could try a DisplayPort to HDMI adapter, if you think that there's something off with the DP input of the monitor. Such adapters are passive, meaning that they're inexpensive. Be sure to get one that is rated for UHD at 60 Hz, though.
      My Computers


  10. Posts : 44
    Windows 10 Pro build 19043 64 bit
    Thread Starter
       #10

    bobkn said:
    You could try a DisplayPort to HDMI adapter, if you think that there's something off with the DP input of the monitor. Such adapters are passive, meaning that they're inexpensive. Be sure to get one that is rated for UHD at 60 Hz, though.
    I don't think the monitor is the issue as HP have supplied 3 different monitors and they all have the same issue. It is more likely the displayport on the motherboard is causing the problem, so a displayport to HDMI adapter isn't likely to help.

    I would love to know if anyone with a HP Z38c monitor has managed to get it working with displayport.
      My Computer


 

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