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Samsung UHD external monitor limited to 1024x768 using brand new Surface Book 2

Anonymous
2018-01-09T22:28:52+00:00

I suspect this is a driver issue for which there are no updates available.

Environment:

  • Surface Book 2 is connected to the Surface Dock and using a single DisplayPort cable connected to the monitor.
  • Windows Pro x64 1709 build 16299.192, fully patched on release preview ring.
  • Surface Dock is using the latest firmware.
  • Surface is using the latest firmware although I'm still awaiting the Meltdown/Spectre firmware

Troubleshooting notes:

  • External UHD Samsung monitor (Model U28D590D) is limited to 1024x768. If I plug into another monitor (HP) then back into the Samsung it works normally so every restart it reverts back.
  • No driver updates available for the monitors (Surface and Samsung).
  • No driver updates for either graphics card (Nvidia and Intel).
  • Internal display on new Surface Book 2 is correct.
  • I cannot test with a direct connection to the Surface Book 2 as I do not have a Type-C to DisplayPort cable and/or dongle.
  • Exactly the same symptoms whilst connecting the monitor to a Surface Book (original) via the Surface Dock. Monitor directly into the Mini Display Port (mDP) port on the Surface Book has no issues.

Any thoughts? No I'm not going to reset my device to factory defaults as this is a development machine and requires a lot of setup/config.

Surface | Surface Book | Display and screen

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  1. Anonymous
    2018-01-10T10:59:47+00:00

    Hi,

    From your description of the issue, the problem occurs when your Surface Book is connected to the Surface Dock. Updating your Surface Dock may help resolve this issue. Click on this link to learn more about updating the Surface Dock.

    Let us know if you need further assistance.

    1 person found this answer helpful.
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  2. Anonymous
    2018-01-10T20:27:32+00:00

    As above I say "Surface Dock is using the latest firmware". Is there an additional firmware available that fixes the issue and isn't publically available yet? If so I would be interested in test it.

    Thanks

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  3. Anonymous
    2018-01-10T23:59:11+00:00

    Issue persists after installing the latest Surface Book 2 updates (Firmware 388.1932.769.0).

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  4. Anonymous
    2018-01-12T08:05:42+00:00

    Check if your monitor has the option to change the DisplayPort version. If it does have that option, refer to the monitor's manual to know how to change it and see if it helps resolves the issue.

    If the issue still persists, we suggest that you bring your Surface Dock to as Microsoft Store near you and have it assessed by one of our personnel. 

    Feel free to post back if you have any concerns.

    1 person found this answer helpful.
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  5. Anonymous
    2018-01-15T21:52:41+00:00

    Monitor doesn't have a DisplayPort version but I'm found specs on the Samsung web site stating its 1.2 an other web site stating its 1.2a.

    Unfortunately there are no Microsoft stores in New Zealand so I grabbed a brand new Surface Dock to test with.

    1. Connected to brand new Surface Dock out of the box (don't know firmware version). Same issue.
    2. Updated the docks firmware to the latest using the Surface Dock Updater tool. Same issue.

    Thanks

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