How to set monitor to 2560x1080 resolution (Recommended by the monitor) when Windows gives the best option of 1920x1080

Hi Marrion,

My apologies for not responding earlier, I was overseas as a result of an unexpected event.

I have followed your suggestion however still no success, The Driver Version: 31.0.14043.7000 (Attached screenshot as well).

This issue was present ever since I used the dock, I have had similar issues with other adapters.

I appreciate your help support regarding this issue

Many Thanks,

Joel

Hi JustAnotherWindowsGuy,

We haven't heard from you, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,
Marrion

Hi JustAnotherWindowsGuy,

Thank you for the response and for the details added. Sorry to hear that the issue persists and apologies for the delay in getting back.

Probably, this is not caused by the refresh rate since it is already using the 60Hz refresh rate which is within the supported value. Has this been going on ever since you got the device and dock, and it just happens more often recently, or this issue just started recently after using this set up for a while?

If this just started recently, were there any changes made on the device that may have caused the issue?

Kindly check also in Device Manager, under Display adapters, what is the Driver version of the AMD Radeon(TM) Vega 9 Graphics adapter that is installed on the device. Double-click on the adapter then go to its Driver tab to get the version.

Try also uninstalling and reinstalling the display adapter. Right-click on the adapter then select Uninstall device. ***Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall.***After uninstalling, you will be prompted to restart the Surface, click OK to restart then see if issue persists.

Kind regards,
Marrion

Hi Marrion

Thanks for the reply.

I've found out that I cannot even pick a 75hz option at 1920x1080, we even with adjusting the Refresh Rate I was unable to get a 2560x1080 resolution. I have attached a screen shot of all my resolution options shown in Display>Advanced display>Display Adaptor Properties for Display 2

I have Updated my Surface Dock and Followed Solution 6, still no success.

I am using a direct MiniDP to HDMI cable, it is 1.8m. This is the only cable I have, I bought it specifically for this dock an monitor, The listing says it "Supports Mini Displayport 1.1a input and HDMI 1.4b output"

I do not believe its a hardware issue because I was able to use 2560x1080 when I switched the HDMI port on the monitor that it was plugged into.

Please Let me know what steps I should take next

Many Thanks,

Joel

Hi JustAnotherWindowsGuy,

Thank you for reaching Microsoft Community and apologies for the inconvenience this has caused you.

Checking on the monitor specifications (LG 29WL500-B: 29'' Class 21:9 UltraWide FHD IPS Monitor with HDR 10 (29'' Diagonal)) | LG USA), it shows that the native refresh rate of the monitor is at 75Hz. Whenever the issue occurs, please check its refresh rate and try to lower it down to 60Hz to 30Hz then see if the 2560x1080 would be available.

Try also updating the Surface Dock's firmware following the steps provided here: Update your Surface Dock - Microsoft Support

If issue persists, here are some things we have to considering also in connecting the Surface to an external display:

• How long is the cable used to connect from the monitor to the dock? we recommend using a cable that is not more than 6 feet (1.8meters) long.
• Are you using an HDMI to mini-DisplayPort adapter or is it a direct HDMI to mini-DisplayPort cable? If using an adapter, what is the make and model of the adapter? Is it rated 2.0 version - Active adapter?
• You mentioned also that the cable used is HDMI rated 1.4, do you have cable available that is rated 2.0?

Please see this page for more details in connecting the Surface to an external display: Troubleshoot connecting Surface to an external display - Microsoft Support. Try also to clear the display cache of the device following the steps provided under Solution 6 (Windows 10) on the given page.

Kind regards,

Marrion