Start a Conversation

Solved!

Go to Solution

1 Rookie

 • 

5 Posts

1235

February 4th, 2022 06:00

Precision 3561 (integrated graphics) with WD19TBS: resolution too low on 2nd monitor

Hi community,

I recently bought a precision 3561 laptop. 11th generation I7 inside. It has *NO* extra graphics card.
It runs windows 11.

If I connect my EIZO flexscan with resolution 1920x1200 to the HDMI port of my laptop, it works great.
The monitor is recognized and its driven in the optimal resolution.


But, if I connect the monitor to the HDMI port of my (also new) WD19TBS, the monitor gets a maximum resolution of 1920x1080, making the screen very ugly.

I updated the firmware of both my laptop and my dock, but same result.

Contacted Dell technical support, but the only answer was: it should work...
The send me this link https://www.dell.com/support/kbdoc/nl-nl/000130291/dell-thunderbolt-dockingstation-wd19tb-wd19tbs-gebruiken-en-problemen-oplossen

The bios layout of my laptop is a bit different, but I followed as good as possible.

Installing the thunderbolt drivers failed. 

From Thunderbolt™_Software_20220202185518.log:
[0FE8:1EEC][2022-02-02T18:55:30]e000: Error 0x80070643: Failed to install MSI package.
[0FE8:1EEC][2022-02-02T18:55:30]e000: Error 0x80070643: Failed to execute MSI package.
[1E20:2D08][2022-02-02T18:55:30]e000: Error 0x80070643: Failed to configure per-machine MSI package.
[1E20:2D08][2022-02-02T18:55:30]i319: Applied execute package: dch_setup.msi, result: 0x80070643, restart: None
[1E20:2D08][2022-02-02T18:55:30]e000: Error 0x80070643: Failed to execute MSI package.

And from Thunderbolt™_Software_20220202185518_002_dch_setup.msi.log:
TBT-DCH-INST: 06:55:30.156 --------------------------------------------------------
TBT-DCH-INST: 06:55:30.156 The process running the tool - C:\Windows\Intel\Thunderbolt\\InstallDrivers.exe had failed. Error status is 0x1
TBT-DCH-INST: 06:55:30.185 An error was found: TbtDchInstaller.TbtDriverInstallationFailure: The process running the tool - C:\Windows\Intel\Thunderbolt\\InstallDrivers.exe had failed. Error status is 0x1
at TbtDchInstaller.DriverInstaller.InstallDchDrivers() in C:\TBT\Installer\tbt_sw-windows_sw_installer\TbtDchInstaller\DriverInstaller.cs:line 40
at TbtDchInstaller.CustomActions.InstallDriver(Session session) in C:\TBT\Installer\tbt_sw-windows_sw_installer\TbtDchInstaller\Setup.cs:line 141
CustomAction InstallDriver returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (40:70) [18:55:30:194]: Note: 1: 2265 2: 3: -2147287035
MSI (s) (40:70) [18:55:30:195]: User policy value 'DisableRollback' is 0
MSI (s) (40:70) [18:55:30:195]: Machine policy value 'DisableRollback' is 0
Action ended 18:55:30: InstallExecute. Return value 3.

If I look in the device manager, I see that the is 
- a Thunderbolt HSA component from Intel, version 1.41.1193.0
- a Thunderbolt Controller - 9A1F from Intel, version 1.41.1193.0

Can somebody give me pointers how to diagnose what is wrong?

/Peter

 

 

1 Rookie

 • 

5 Posts

February 23rd, 2022 19:00

Finally got the solution myself.

Apparently the HDMI port on the WD19TBS is limited to 1920x1080.
I bought a good displayport cable and connected the monitor via displayport. And voila...

Side note: never got Dell's Thunderbolt driver installed. But the installed driver is good enough. Meaning: in my case it worked out of the box 

No Events found!

Top