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Can't select 5120 X 1440 resolution for external monitor on surface pro 5

Anonymous
2020-10-02T21:56:15+00:00

I'm trying to connect mij surface pro 5 to a philips 499p9h monitor. This is a 5120 X1440 49 inch monitor.

I'm connecting the surface to the monitor via a microsoft mini displayport to hdmi adapter and a hdmi cable.

After connecting the monitor the recommended resolution is 3840 X 1080 and the max resolution I can set is 3840 X 2160. I don't have the option to set it to 5120 X 1440. 

I also get no sound from the build in monitor speakers. I've tried reducing the resolution but I don't get any sound then either.

The hdmi cable I used seems to be in good working order. When connecting mij Dell Latitude laptop to the 499p9h, I get both sound and 5120 X 1440 resolution with this cable.

When I connect the surface pro 5 with the adapter and hdmi cable to a 32 inch 2560 X 1440 monitor. I get both sound and the 2560 X 1440 resolution.

Please help

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2020-10-17T06:28:08+00:00

    Hi PascalLuypen,

    We're sorry for the delayed response.

    The OS version of your Surface device is the most updated one and since you have made your research and figured out that this issue can be resolved if you are to update the Intel driver to Intel Plus Graphics driver version 26.20.100.7985, the only way to install this driver version is to download it from the official Intel website and please read the disclaimer before downloading this driver in their page. If you would like to wait for another Windows Update, I highly recommend to send this concern of yours as a feedback to Microsoft using the Feedback Hub app so that our engineers can check this out and see what they can do to fix this issue.

    Kind Regards,

    Crest

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  2. Anonymous
    2020-10-10T09:26:30+00:00

    Hi PascalLuypen,

    Sorry for the delayed response.

    Can you tell me the current OS version of your Surface device? I assumed this is the same adapter that works fine on your Dell Laptop with the same monitor. In this case, please let us know if your Surface device is already up to date. We may need  to update the Surface for us to check if this makes any difference.

    Kind Regards,

    Crest

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  3. Anonymous
    2020-10-03T06:17:46+00:00

    Hi PascalLuypen,

    Thank you for raising this concern of yours here in Microsoft Community. 

    The hdmi cable I used seems to be in good working order. When connecting my Dell Latitude laptop to the 499p9h, I get both sound and 5120 X 1440 resolution with this cable.- Are you using an adapter for this while connecting it to your Dell Laptop? Or is it connected directly?

    You might need to use a 5k-ready adapter so you'll get the external monitor's maximum resolution when connecting to the Surface device.

    See this link for reference>>https://support.microsoft.com/en-us/help/4023496/surface-troubleshoot-connecting-to-a-second-screen.

    Kind Regards,

    Crest

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  4. Anonymous
    2020-10-12T19:27:05+00:00

    Hi Crest,

    The current version of my OS is:

    Edition Windows 10 Pro
    Version 2004
    Install date 27-09-2020
    Build 19041.508

     In the meantime, I've been looking around and found this Intel graphics support page:  https://www.intel.com/content/www/us/en/support/articles/000056204/graphics.html 

    It sure looks like the issue I'm having. On the support page they mention that the problem is solved  with Intel Plus Graphics driver version 26.20.100.7985 

    The Intel Plus Graphics driver I currently have installed is: 26.20.100.7639which is lower and probably still has this issue.

    I've tried updating the driver but found out this is not allowed on a surface machine. Any thoughts on how I can update this driver?

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  5. Anonymous
    2020-10-03T08:19:02+00:00

    Thanks for the fast response!

    When trying the Dell I connected it directly to the monitor, just to be sure there was nothing wrong with the hdmi cable I was using.

    The adapter I've been using is the 'Microsoft Surface Mini Displayport to HDMI 2.0 Adapter' (model 1819). This adapter supports 4K. Since 5120 X 1440 is less pixels than 4K I was expecting it to work without any troubles. 

    Is there any 5K adapter you can recommend? In the link you supplied the only mini displayport adapter that is recommended, is the one I'm using allready.

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