4K resolution issue with Surface Dock and Surface Go

Question

Last year I purchased a Surface 4 Pro and the Surface Dock to use at home. Everything was plug n play and worked great. I recently downsized from a Surface 4 Pro to a Surface Go tablet for something smaller since I travel a lot for work. I had stopped in Microsoft stores plenty of times asking them if I would have any problems at home with my Dock and they assured me everything would work exactly the same as it did on my larger Surface tablet.

Everything does, with the exception of the resolution on the monitor I have connected to my Dock. It's a LG 27UK650 4K 10-bit HDR Display. On my older Surface 4 Pro, the monitor worked with out issue at 3840x2160@60hz. For the life of me I cannot get this monitor to display anything above its current resolution of 1800x1200 when connected to the Surface Go. I've ensured my Surface Go is fully updated in Windows Update. I've downloaded and installed the Surface Dock Update Utility Tool and ensured the firmware has been updated - and it is. I've also went directly to LG's website to ensure that the drivers I have installed are the most recent. 

My brother just recently purchased a Surface 6 and brought it over to try in my dock and his instantly connects at 3840x2160@60hz. When connected to my Surface Go, the maximum setting is 1800x1200. 

Can you please tell me how I can further troubleshoot this issue? I cannot find any better troubleshooting tips to try in the Microsoft support pages.

Best Regards,

Joe

Answer 1

Hi Jo3see,

Thank you for posting us here in Microsoft Community! If your monitor supports DisplayPort, we recommend that you use a Mini DisplayPort-to-DisplayPort cable. DisplayPort will allow you to use the highest supported resolution and refresh rate with your Surface. These mini Display Port to DisplayPort cables work with a DisplayPort monitor:

May we know what are the cable that you used to connect to external monitor?

For the meantime, you may refer to this article as it may help and for you to be guided on how to connect Surface to a second screen.

Keep us posted so we can assist you further.

Loyd G.

Answer 2

T ha n k Y o u F o r P o s t i n g  i n M i c r o s o f t  C o m m u n i t y. C a l l M i c r o s o f t  o n l i n e s u p p o r t  1  -   8  -  8 - 8  -  9  -  1 -  5 -   0  -  2  -  2  -  2     B e t w e e n 10:00 A M t o 7:00 P M EST. W e  w i l l  H e l p yo u t o f i x  y o u r  I  s s u e s.

Answer 3

Loyd,

Thank you for your response. I was using a Mini DisplayPort to HDMI cable. That's what I was using with my Surface 4 Pro. I just tried doing what you suggested, which is to use a Mini DisplayPort to full size DisplayPort and that solved the problem. Very interesting that I needed to switch cables, but this resolved my issue. Thank you very much!

Regards,

Joe