Welcome to our peer-to-peer forums, where owners help owners. Need help now? Visit eSupport here.

English Community

ThinkPad NotebooksThinkPad: X Series Laptops
All Forum Topics
Options

5 Posts

02-16-2020

United States of America

4 Signins

20 Page Views

  • Posts: 5
  • Registered: ‎02-16-2020
  • Location: United States of America
  • Views: 20
  • Message 1 of 48

X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 11:29 AM

I am posting this topic again as the original post started by another user got deleted for some reason.

This was the original thread: https://forums.lenovo.com/t5/ThinkPad-X-Series-Laptops/X1C-6th-Gen-Lenovo-revoking-support-for-5120x1440-ultrawide/m-p/4647280

 

Long story short - Lenovo recently rolled out some updates to the BIOS and the video drivers and I ended up unable to use my LG 49wl95c-w 5120x1440 resolution. What is even worse is that none of the new resolutions that I have available after the update have the same 32:9 aspect ratio as the monitor and now I don't have an option to even use my monitor. This renders the quite expensive monitor useless for me and the PC is not performing as per its original specifications. One document describing the systems's specifications can be found here: https://psref.lenovo.com/syspool/Sys/PDF/ThinkPad/ThinkPad_X1_Carbon_6th_Gen/ThinkPad_X1_Carbon_6th_Gen_Spec.PDF

 

The most frustrating part is that there were other people struggling with problems caused by Lenovo's update and the thread got silenced. Lenovo Support is not responding anything 3 days already after I raised my issue in Case Number: 02636540. The initial response was to try installing the new drivers and BIOS again which proved meaningless.

 

People writing in the previous thread were reporting they could restore the ultra-wide screen support by reverting to a video driver version from April 2019.

 

Anyone with similar issues - please post below. Lenovo Support - I hope you can see the topic now and please do not silence it until a resolution is available.

 

Moderator edit: Fixed original thread link.

Reply
Answer
Options

3 Posts

08-24-2020

Germany

3 Signins

15 Page Views

  • Posts: 3
  • Registered: ‎08-24-2020
  • Location: Germany
  • Views: 15

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-08-25, 8:01 AM

HDMI

 

But according to this intel article its a driver problem:

https://www.intel.com/content/www/us/en/support/articles/000056204/graphics.html

Reply

Replies(47)
Options

9 Posts

01-29-2020

United States of America

7 Signins

80 Page Views

  • Posts: 9
  • Registered: ‎01-29-2020
  • Location: United States of America
  • Views: 80
  • Message 2 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 11:51 AM

I was the original poster.  This thread plus another i mentioned this on were removed.  I assumed it was the forum migration but it seemed strange they never came back.

Here's my latest info on the topic, from my complaint manager:

 

 

Here is the explanation why your Device lost the 5k resolution support :

 

We noticed that it was causing an issue " a system hardware controller device might disappear from the Device manager at 2nd boot" we had no choice than to remove the 5k resolution support of the Devices.

 

We have also verified with the manufacturer of the graphic card and the 5k resolution was not meant to be supported.

 

I'm sorry but we won't be able to give you back the 5k resolution support.

 

Kind regards,

 

Romain

EMEA Customer Care Case Manager 

Customer Care 

EMEA Services 

Lenovo

         

 

--------------------------------------------------------

 

And my response:

 

 

Firstly we are not talking about 5k resolution, we are talking about 2xQHD (1440 viertical pixels)

 

To answer the question on Intel support:

The UHD620 supports 4096x2304 which is 9,437,184 pixels  - the resolution in question here is 5120x1440 which is 7,372,800 pixels, well within the boundaries of the UHD620 graphics card https://www.intel.co.uk/content/www/uk/en/support/products/126789/graphics-drivers/graphics-for-8th-generation-intel-processors/intel-uhd-graphics-620.html

 

To answer your statement re " a system hardware controller device might disappear from the Device manager at 2nd boot" 

I assume this is the ThunderBolt 3 device issue.  This was fixed last year so I don’t understand why this has become an issue again.

 

None of these arguments are stacking up I am afraid.  Given it has taken over a week to get here that is really disappointing.

 

The product was sold supporting this resolution (see screenshot of product details attached) and therefore there are two possible issues here:

 

- You either mis-sold the product as having support for certain external monitor support (if you believe the intel issue which I do not) OR

- Your product has been found to not support the graphics drivers max pixels due to a design or manufacturing issue (which is what I believe to be the case at this point)

 

I feel that this product is no longer "specified as sold". 

 

I look forward to a more robust response to this issue.

Reply
Options

9 Posts

01-29-2020

United States of America

7 Signins

80 Page Views

  • Posts: 9
  • Registered: ‎01-29-2020
  • Location: United States of America
  • Views: 80
  • Message 3 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 11:54 AM

It is my belief that they

  • documented 5K support in their literature
  • realised it wasnt suported by UHD620
  • Removed it - and this is the key bit - and OTHER RESOLUTIONS THAT ARE SIMILAR EVEN THOUGH THEY ARE WAY WITHIN SPEC BOUNDARIES OF THE CARD

 

This feels like an unholy mess of Lenovo's making and they should just realise they should support up to the top level of the UHD620 - no less no more.

 

 

Reply
Options

5 Posts

02-16-2020

United States of America

4 Signins

20 Page Views

  • Posts: 5
  • Registered: ‎02-16-2020
  • Location: United States of America
  • Views: 20
  • Message 4 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 12:23 PM

Hi Carl, can you share with me your support ticket number in case you have it? I would like to point my Lenovo support guy to it, so I spare him another embarrassing round of "let's see what happens if you restart".

Reply
Options

9 Posts

01-29-2020

United States of America

7 Signins

80 Page Views

  • Posts: 9
  • Registered: ‎01-29-2020
  • Location: United States of America
  • Views: 80
  • Message 5 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 13:40 PM

Lenovo Case Number: 02626495, SN: [Removed to protect privacy - MOD

Reply
Options

5 Posts

02-16-2020

United States of America

4 Signins

20 Page Views

  • Posts: 5
  • Registered: ‎02-16-2020
  • Location: United States of America
  • Views: 20
  • Message 6 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 13:46 PM

Thanks. I am pushing my support folks here for some sort of statement where they either accept this is an issue cause by Lenovo and fix it, or accept the PC is not working as per its specs and give me a refund. Currently my investment in the ultra-wide monitor seems to be in the drain due to Lenovo's incompetence.

Reply
Options

9 Posts

01-29-2020

United States of America

7 Signins

80 Page Views

  • Posts: 9
  • Registered: ‎01-29-2020
  • Location: United States of America
  • Views: 80
  • Message 7 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 14:09 PM

I've been asked to email the complaint "manager" with my expectations:-

 

My expectations are:

  •  review the detailed info I provided below and provide an appropriate response given the info provided. I would prefer a call rather than the continued email thread. As I have stated I believe this is not a limitation of the UHD620 chip and should be easily deliverable by a modern laptop  
  • If Lenovo will not move on this then the machine is not working as advertised and specified so I would want to understand what recompense there will be for this. Given the investment of £2k+ top spec laptop which is only 18m old + £1k monitor  and is no longer  working as advertised after a year of perfect use due to a Lenovo corporate decision, I feel I will need to move to a new laptop. This also applies to at least one possibly two of my colleagues who were on the same order and are also having the problem. 
  • I will of course update the Lenovo community on this on the active discussion thread where others are becoming Frustrated at this situation 
Reply
Options

5 Posts

02-16-2020

United States of America

4 Signins

20 Page Views

  • Posts: 5
  • Registered: ‎02-16-2020
  • Location: United States of America
  • Views: 20
  • Message 8 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-02-28, 16:54 PM

Latest advice from my support - they realized it is not a restart thing and suggested:

  1. Enable BIOS downgrade somewhere from the BIOS
  2. Then download and install one of these old BIOS versions (I then asked them which one as I cannot play around with BIOS versions until I randomly hit the right one):
    https://download.lenovo.com/pccbbs/mobiles/n23uj19w.exe
    https://download.lenovo.com/pccbbs/mobiles/n23uj21w.exe
     

They said if that doesn't work, they will change my laptop's motherboard which will for sure work (crazy approach).

 

On my request to give them back the laptop for now they are playing the Lenovo vs dealer game - I need to speak to the exact dealer from whom I bought the laptop.

Reply
Options

8 Posts

02-25-2020

Norway

7 Signins

20 Page Views

  • Posts: 8
  • Registered: ‎02-25-2020
  • Location: Norway
  • Views: 20
  • Message 9 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-03-01, 6:54 AM
I’ve been using my X1 Carbon on a ultra wide screen for months without any issues, until the recently released new driver, so I don’t understand what issues Lenovo claims they fixed by removing support for the 5120x1440 resolution. Lenovo needs to get this fixed ASAP by adding back the resolution in a new release of the driver.
Reply
Options

1 Posts

03-01-2020

United States of America

1 Signins

5 Page Views

  • Posts: 1
  • Registered: ‎03-01-2020
  • Location: United States of America
  • Views: 5
  • Message 10 of 48

Re:X1C 6th Gen - Lenovo revoking support for 5120x1440 ultra-wide

2020-03-01, 14:39 PM

I too am having the same issue. My Carbon X1 was working just fine with my Samsung CRG90 49" wide monitor at 5120x1440 resolution until about 3 weeks ago. What are my options? Wait until Lenovo decides to release a new update? It's very frustrating to have spent the money on both the X1 and the monitor, only to have the functionality I specifically purchased taken away.  I have submitted a service request asking for an update to restore the 5120x1440 resolution or for Lenovo to credit me money so that I can buy a new laptop that will support the resolution I need. Case #40B6WG6.

Reply
Forum Home

Community Guidelines

Please review our Guidelines before posting.

Learn More

Check out current deals!

Go Shop
X

Save

X

Delete

X

No, I don’t want to share ideas Yes, I agree to these terms