Unable to get 120Hz with Surface Dock 2

Question

I Have Surface Laptop Studio connected to Surface Dock 2 and running ONE Monitor only, I Can not get 4K 120 Hz the Max I can get is 4K 60, I saw on the link attached that Surface Dock 2 should be able to run 4K 120Hz on Single Monitor, any body tried it before ? By the way I am in contact with MS customer supports regarding this issue and still we can not find a solution!!

This is the link where it says I should be able to get 4K 120 HZ

https://support.microsoft.com/en-us/surface/troubleshoot-connecting-surface-to-a-second-screen-bc8f5121-a4cb-cf0b-5770-2df7a66a3b28#WindowsVersion=Windows\_11

Answer 1

Hello MohammadAshkanani1,

Thanks for reaching Microsoft Community. We're sorry to hear that you were not able to get your preferred refresh rate on your device connected via dock. We'll do our best to help.

If I may ask, is this your first time getting this set up? Were there any changes made on the system settings prior this issue happened? Does your external monitor support 120Hz?

If your device connected to one external monitor via Surface dock 2, it should indeed support 120Hz. This might be due to software conflict. In the meantime, please perform these steps and see if it help:

Force a shut down and restart your Surface

• Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run the Surface Diagnostic Toolkit

• In the search box on the taskbar, type Surface Diagnostic Toolkit, then select it in the list of results.
  If it's not already installed, you can download it from the Microsoft Store.
• Follow the on-screen instructions in the Surface Diagnostic Toolkit.

Update Windows. Ensure all pending updates are installed.

• Select Check for Windows updates. Or select Start > Settings > Windows Update.

Manually install drivers and firmware for Surface

• 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 closest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.

See Troubleshoot Surface Dock and docking stations for more troubleshooting guide.

I hope this helps. Feel free to respond on this thread to keep us posted.

Kind regards,

StevenK

Answer 2

Thanx for your replay.

The issue started from day one and i never got the 120hz from my surface dock 2, even though connecting directly to my laptop without the surface dock 2 I can get up to 144hz, I ve tried all the steps above with MS support team and still we can not find the problem and now the case is escalated to engineering team to have a look on that.

Answer 3

Thanks for keeping us posted, MohammadAshkanani1.

That's unfortunate to hear that the issue persists after performing the necessary troubleshooting.

But we really appreciate your time in raising this to our live support. Since it has already been escalated, may I know how's the case going?

Hope to hear from you soon.

Answer 4

We have noticed that you haven’t replied to our last response. We would like to know if you still need assistance with your concern. If yes, kindly reply back so we can further assist you.

Hope to hear from you.

Answer 5

Hi sorry for the late replay, the case its still going I am in contact with MS support by email and we trying different method still we can not fix the problem and once I get the solution for sure I will post it here so that it will help all users who face this problem. Thanx