Surface Laptop 3 - not connecting properly to LG 34" ultrawide via USB c to HDMI

Question

Hi 

I recently bought this laptop:  https://www.noelleeming.co.nz/shop/computers-tablets/laptops/laptop/premium-modern/microsoft-vef-00035-surface-laptop-3-intel-i7-256gb-ssd-black/prod185149.html  

I currently have this monitor:  https://www.pbtech.co.nz/product/MONLGL73450/LG-34WL500-B-34-219-UltraWide-Full-HD-IPS-Monitor

I bought this USBc-HDMI cable to connect my new laptop to the monitor:  https://www.pbtech.co.nz/product/ADPSAC1001/SATECHI-18m-USB-C-to-HDMI-Cable-4K-60-Hz--18M 

However, when I plug in the laptop to the monitor and try to project to the monitor only, the resolution is fuzzy and poor (I don't know what resolution it's using but its bad). 

In display settings the display resolution and display orientation settings are GREYED OUT with no option to select anything. 

This is deeply frustrating.  If I can't use the laptop with the monitor I will have to return it.  Can someone please help?

S

Answer 1

Hello sjh261,

Thanks for reaching out Microsoft Community and posting your concern here. We really apologize for the inconvenience this has caused you.

In this case, it could be a driver issue on your device. To troubleshoot the issue, please follow the steps below:

• **Run Surface Diagnostic Toolkit and check for Windows Update.**Restart the Surface after installing updates. Updates have fixes to common problems, or issues.
• Update drivers and firmware

Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.

Go to **Download driver and firmware for Surface,**choose (your Surface model) then click Download.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart.

• Run System File Checker in Windows 10.
• See Troubleshoot connecting Surface to a second screen for more troubleshooting guide.

Hope this helps.

Kind regards,

StevenK

Answer 2

Hello

None of this worked. 

I checked for updates.  None available, all up to date. 

I ran the diagnostic checker.  Didn't seem to have anything to do with connecting to a second monitor.  Passed all the tests but no help. 

I downloaded the Surface Laptop 3 drivers.  Again no change. 

I ran the system file checker.  It found some corrupt files and fixed them but again this didnt do anything for connecting to my monitor. 

Finally none of the troubleshooting tips worked. 

It seems as though others have had similar problems based on a google search.  It is really hard to describe how depressing it is to spend $2,400 NZD on a laptop in 2020 and not even have it connect and display properly on my monitor.  The fact I've had to spend days running through endless different generic troubleshooting tips is really disappointing.  Does this happen a lot in your experience?  Is there any way this computer is going to work or should I just return it?

Answer 3

To be super clear, the problem is:  

When I connect the USB-C to HDMI cable to my monitor (which is 2580 x 1080 resolution) I want to project the screen to that monitor only. 

I can do this, and the laptop image comes up on the monitor.  However, there is blank space/black bars at the top and bottom of the screen, and the display on the monitor is very fuzzy/low resolution.  

The only change is that while initially the resolution settings in Display settings were greyed out, now I can change them, but when I select 2560x1080, this does nothing to fix the display on the monitor, which remains very fuzzy and low resolution.