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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06640154

Version: 1

OMEN 15-ek0000 Laptop PCs - Correct Panel Refresh Rate Is Not Detected

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 21-May-2020

Last updated : 21-May-2020

DESCRIPTION
The computer does not detect the correct panel refresh rate. 60Hz is detected on computers configured with Ultra High Definition (UHD) 120HZ panels. This issue occurs during the initial computer setup (Out Of Box Experience or OOBE).

SCOPE
The information in this document applies to the following:
Computers:
OMEN 15-ek0000 Laptop PC series
Operating Systems:
Microsoft Windows 10 19H2 (Version 1909)
RESOLUTION
To recover from this issue, perform the following steps to change the refresh rate:
  1. Right click on the Desktop.
  2. Select Display Settings.
  3. Select Advanced Display Settings.
  4. Select Display Adapter Properties, and click the Monitor tab to change the refresh rate to 120 Hz.
The correct 120 Hz refresh rate will be displayed in the Nvidia control panel, and the Intel Graphics Command Center app.
note:
This is a one time adjustment. The issue does not reoccur after setting the refresh rate in the Display Properties.

Hardware platforms affected : OMEN 15-ek0000 Laptop PC series

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06640154

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