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Surface Laptop 5 not outputting to dual monitors at 4k 60Hz

Anonymous
2023-01-15T13:54:13+00:00

I have a Surface Laptop 5 connected to a dock via Thunderbolt 4. The dock is outputting one monitor at 4k and one monitor at 1080p. I've tried regular USB-C opposed to Thunderbolt and have the same result. I have to put a video splitter on the dock to achieve 4k x 2 but even then the Surface can take up to 10 minutes to start displaying the image.

Surface | Surface Laptop | Performance and maintenance

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  1. Anonymous
    2023-01-15T22:49:36+00:00

    Hi MattU_366,

    Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you. Let me ask a question on this.

    May we know what is the make and model of the monitor you used?

    When you connect your Surface to a monitor, your Surface tries to set the best resolution based on the connector and the resolution of your monitor. When connecting through Surface Dock there’s a maximum display refresh or resolution possible, even if some Surface model capabilities exceed this. To check supported refresh rate and resolution for dual external displays, see solution 7 on this link Troubleshoot connecting Surface to an external display - Microsoft Support.

    Most common issues can be solved by running the Surface Diagnostic Tool. Also update your dock using downloadable MSI packages, go to Surface Dock 2 Drivers and Firmware, select Details, and choose a package to download. For more details, see Update your Surface Dock - Microsoft Support.

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-01-16T14:34:06+00:00

    Here's the make and model of the monitors:

    Samsung LU32R591CWNXZA

    3840x2160 (67.4kHz, 30Hz)

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  3. Anonymous
    2023-01-23T22:36:43+00:00

    Hi MattU_366,

    Apologies for the late response on this thread. I was out of the office for the past few days. May I know if it makes any changes after trying to update the firmware of the Surface dock?

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  4. Anonymous
    2023-01-28T18:53:18+00:00

    Hi MattU_366,

    We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread going 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 your understanding. 

    Respectfully,

    Lavenia

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