Portrait Displays, Inc. - EzTune Support

EzTune Tips and Troubleshooting

NOTE for NVIDIA graphic card owners:
The recently released NVIDIA 169.21 and 169.25 drivers cause EzTune to gray out all but the Options/Help tabs. (No DDC/CI)

1. EzTune grays out all but the Options and Help tabs. (No DDC/CI)

2. The monitor has Entered Theft Deterrence mode and the image has turned to black and white.

3. The Preferred Resolution button is grayed out or you cannot set the monitor to its native resolution.

4. EzTune that came with the monitor does not work on Windows Vista.

5. The Auto Pivot fails to rotate the monitor.

6. Using EzTune with dual monitors.

7. Using EzTune with a laptop.

8. After selecting Preferred Resolution the font and icon size is too small.

9. Contacting EzTune support to report issues not listed here.

NOTE NVIDIA card owners:
The recently released NVIDIA 169.21 and 169.25 drivers cause EzTune to gray out all but the Options/Help tabs. (No DDC/CI)

We have determined that the current NVIDIA 169 drivers will not work with EzTune version 1.51 and are working to resolve the issue. In the meantime, we recommend you revert to using the previously released 163.75 NVIDIA display drivers. You can obtain the drivers from the following locations:

For Windows XP use: http://www.nvidia.com/object/winxp_163.75.html
For Windows XP 64 use: http://www.nvidia.com/object/winxp64_163.75.html
For Windows Vista 32 use: http://www.nvidia.com/object/winvista_x86_163.75.html
For Windows Vista 64 use: http://www.nvidia.com/object/winvista_x64_163.75.html

If you installed EzTune while the 169 drivers were loaded, EzTune may give you a page not found when on the Options tab. This is normal since the Pivot feature is not installed if the software cannot locate a pivoting monitor. To resolve this issue, simply reinstall EzTune 1.51 which you can download by clicking on the Update link in the left menu. It is not necessary to uninstall EzTune version 1.51 but you may need to uninstall any previous versions first.

If you need to use the latest NVIDIA drivers, you will need to make all monitor adjustments using the buttons on the side of your Gateway monitor. Features provided by EzTune will not be available until an updated version of either EzTune or the NVIDIA drivers is released

1. EzTune uses DDC/CI which is a protocol allowing communication through the graphics drivers, graphics card, monitor cable, and the monitor. The monitor is also able to reply back to EzTune letting EzTune know the status of the monitor. If this communications fails for any reason, EzTune will lock out all but the Options and Help tabs indicating it was unable to establish communications. This can occur for a number of reasons. Checking the following should help in most cases:

Ensure you have the most recent version of EzTune. You can do this by clicking on “ Check for Update” under the Help tab or by clicking on the Update link in menu to the left.

Make sure you have the most recent display drivers for your graphics card. This is the most common reason that EzTune is unable to establish communications. It is not sufficient to click on the Update Drivers from within Windows. Instead, you must determine the manufacturer of your graphics card and then visit their website to download the current drivers. Once you have downloaded the drivers, it may be necessary to reinstall the current version of EzTune.

For troubleshooting purposes, do not use any monitor extension cables, docking stations, port replicators, adapters, or KVM (Monitor) switches. These devices may not be manufactured to include all the pins and wires necessary for DDC/CI communications. In most cases, using the cable that came with the monitor should provide the proper communication connections.

Portrait recommends using a DVI-D cable whenever possible.

Check the Windows Device Manager to ensure that your display drivers are reporting the monitor as a Plug and Play monitor in Windows XP or as a Generic Plug and Play monitor in Windows Vista. If the Device Managr reports a Default Default or Generic Non-Plug and Play monitor, then the graphic drivers are not properly detecting the monitor.

2. The monitor has Entered Theft Deterrence mode and the image has turned to black and white.
Make sure EzTune is installed and that you are able to access the Extras tab where you will find the Theft Deterrence option. If the Extras tab is grayed out, then please review issue #1 to establish DDC/CI communications. Once EzTune is installed and working, you will usually be prompted for your PIN. This is the number you entered when you turned on the Theft Deterrence feature. If you do not remember the PIN or did not enter one, then you will need to contact a Gateway Customer Care Agent as instructed on the Theft Deterrence warning screen.

The process of disabling Theft Deterrence through the monitors buttons cannot be done via email and must be done while you are in front of the monitor.

Please contact Gateway Technical Support at 800-369-1409

Or, you can go to their Live Web Chat at: https://support.gateway.com/Support/copilot/en/us/chat_us_gw_tech.asp

If you are still unable to turn off the Theft Deterrence, please submit a support request by clicking on the Help > Technical Support button from within EzTune. Please let us know that you already have already contacted a Gateway Customer Care Agent.

3.Resolution is a function of your graphic drivers. While EzTune has a shortcut button to the preferred resolution, it is still required that the graphic card and drivers support that resolution. When Windows boots up or when you connect a new monitor, the graphic drivers should detect the monitors supported resolutions automatically. If it does not detect the monitor correctly, it may not list the Preferred Resolution. This problem most common on widescreen displays. If you encounter this problem, try the following:

• Make sure you have the most recent display drivers for your graphic card. It is not sufficient to click on the Update Drivers from within Windows. Instead, you must determine the manufacturer of your graphics card and then visit their website to download the current drivers. Once you have downloaded the drivers, restart your computer and check to see if the resolution is available.

• A few graphic cards will support higher resolutions though one type of connection (I.E. VGA, DVI, HDMI or others) that are not supported on the other connections.

If you are still unable to get the appropriate resolution check with the graphic card manufacturer's website to review the supported resolutions.

If you find your graphics card does support the preferred resolution, check your Windows Device Manager to ensure that the monitor is being detected as a Plug and Play monitor in Windows XP or a Generic Plug and Play monitor in Windows Vista. If it is listed as a Default Monitor or Generic Non-Plug and Play monitor this indicates the drivers are not able to communicate with the monitor.

NOTE: Some graphic cards will allow you to specify a supported resolution even though it does not detect it as a supported resolution. Consult your graphics card manufacturer's help file for details.

NOTE: Some integrated graphic chips may not be capable of producing the proper voltage requirement in order to detect the monitor. In these cases it may be necessary to upgarde the graphics card.

4. EzTune that came with the monitor does not work on Windows Vista.
Some new Gateway widescreen monitors were shipped prior to the release of Microsoft Windows Vista. These monitors were shipped with the Windows XP version of EzTune and wil not function correctly on Windows Vista. If you are running Windows Vista, download and install the Windows Vista version from our website;http://www.portrait.com/dtune/gwy/enu/upgrade.html

If you have attempted to install the XP version of EzTune, you will need to uninstall the XP version prior to installing the Vista/XP version install.

5. The Auto Pivot fails to rotate the monitor.
• Ensure you are able to access the features within EzTune such as those under the Adjust tab. If you are unable to access anything other than the Options and Help tabs, see issue #1. Auto Rotation will not work unless EzTune is able to communicate with the monitor.

• Ensure you have the most recent display drivers for your graphics card. It is not sufficient to click on the Update Drivers from within Windows. Instead, you must determine the manufacturer of your graphics card and then visit their website to download the current drivers. Once you have downloaded the drivers, it may be necessary to reinstall the current version of EzTune.

NOTE: Under Windows Vista, some graphic cards may not support the rotation feature. This is most common with laptops and some older graphic cards. Check with the laptop manufacturer and graphic card manufacturer to see if updated drivers are available that support rotation. This does not apply to Windows XP.

6. Using EzTune with multiple monitors.
You can use EzTune with multiple monitors. If all monitors are Gateway monitors, simply drag the EzTune interface to the monitor you wish to control.

If only one monitor is a Gateway monitor, you must position EzTune on the Gateway monitor. EzTune will gray out all but the Options and Help tabs on any non-Gateway monitor.

NOTE: Cloned (mirrored), and spanned desktop modes are not supported by EzTune as Windows treats both monitors as one screen. EzTune requires that you run in Windows in Extended Desktop mode where each monitor has its own resolution settings in the Display Properties.

7. Using EzTune with a laptop.
EzTune will work correctly on most laptops running Windows XP and Vista. You must drag the EzTune interface from the laptop display to the Gateway monitor in order to adjust the Gateway monitor.

Laptop graphic drivers differ from desktops. In some cases laptop drivers may not fully support DDC/CI which EzTune uses to communicate with the monitor. Check with your laptop manufacturer for updated display drivers if EzTune only allows the Options and Help tab.

You must run the external Gateway monitor in Windows Extended Desktop mode. Cloned (mirrored) and Spanned modes are not supported. Not all laptop drivers will support the Pivot feature under Windows Vista. Check with your laptop manufacturer for updated display drivers.

8. After selecting Preferred Resolution the font and icons are too small.
In EzTune, the Preferred Resolution sets the monitor to its highest available resolution. While this makes the image much shaper by adding more pixels to the image, it will also reduce the size of the Font and Icons within Windows. There are several means to address this issue;

Windows Vista:
You can simply hold down the CTRL key and then scroll the Mouse Wheel up to increase the size of icons on the desktop. This feature also works in most Microsoft compatible programs such as Outlook, Word, Excel and Internet Explorer.

Adjusting the DPI setting:

Adjusting the DPI setting; In Windows XP, right click on the desktop and choose Properties and on the resulting menu click on the Settings tab. Next click on the Advanced button and in the General tab you can change the DPI to Large or specify a custom setting.

In Windows Vista, right click on the desktop and choose Personalize. In the left menu click on the Adjust font size (DPI) where you can choose Large or a Custom DPI setting.

Changing the Icon size:
For Windows Vista,use the CTRL and scroll the mouse as described above.

In Windows XP, right click on the desktop and choose Properties. Go to the Appearance tab and choose Advanced. In the Windows and Buttons use the drop down arrow and choose Icon Size. Set the icon size to the desired setting.

NOTE: You may also need to adjust the Icon Spacing depending on how large you make the icons.

9. Contacting EzTune support to report issues not listed here.
The best way to contact us regarding issues not listed here is to click on the Help tab and then on the “Tech. Support” button on the bottom right. Answer “Yes” to let EzTune examine your system and gather information that will help us in resolving the issue. You will be able to review all information we are collecting prior to sending your support request. Include a detailed description of the problem you are experiencing and please include any troubleshooting steps you have taken on your own.

If you are unable to run EzTune, please go to our Technical Support Request form and fill it out to the best of your abilities.

NOTE: We typically reply to every message by the same or next business day. Please allow up to 48 hours before resubmitting your request.

Specifications subject to change without notice. EzTune is a registered trademark of Gateway, Inc.. Windows® is a registered trademark of Microsoft® Corp. Other trademarks are property of their respective holders.

© 2007 Portrait Displays, Inc. All rights reserved.