No 4K option when connecting Surface Laptop 5 to Samsung monitor - Iris XE

[Abe83]

I just bought a 13" Surface Laptop 5 i7 16GB. When connecting, through a Surface Dock, the computer to a Samsung U28E590 external monitor, the maximum resolution it gives me is 1920x1080. I have tried changing HDMI cables, and to no avail. I have connected other computers and they do display in 4K on the monitor. The graphics chip is Intel Iris XE. This is the second computer with this chip that gives me this problem. What can I do?

[Jose_Intel]

Hello @Abe83

Thank you for posting on the Intel️® communities.

We sincerely regret you are experiencing issues again with the Intel® Iris® Xe Graphics, we will do our best to assist you.

Please keep in mind that Intel does not recommend using any kind of adapters and cannot guarantee 3rd party products/adapters will work as expected. https://www.intel.com/content/www/us/en/support/articles/000026412/graphics.html

Also, in order to have more information about your system, please download, install and run Intel® System Support Utility for Windows. Make sure you check “Everything” before you scan, then save the report and attach it to your response.

Then, please generate and attach the Report for Intel® Graphics Command Center

Best regards,

Jose B.

Intel Customer Support Technician

[Abe83]

Thank you so much, Jose!

I will try your recommendations and get back to you with feedback. I'll do it on Saturday, due to leaving for a work trip this week.

Thanks again and great Tuesday!

[MUC]

As far as I can see, there is no original Microsoft Dock with HDMI. What device are you using?

You'll get the best results on your monitor with a DisplayPort connection via this USB-C/Thunderbolt > DisplayPort cable. Please note that in this case the DisplayPort version in the monitor's On Screen Display (OSD) must be set to version 1.2

[Abe83]

Hello MUC!

Thank you so much too. I will change to a DP, and come back with feedback. 

Have a great Tuesday!

[DeividA_Intel]

Hello Abe83, 

I would like to know if you were able to test with a Display Port connection and if this helped you with the 4K resolution.

I will be waiting for your confirmation.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[Abe83]

Hello Deivid, 

Thank you very much for your follow-up. I switched to a DP cable, and it still wouldn't give me a 4K resolution. I subsequently updated the monitor and graphics card drivers, and it finally fixed the problem.

Thanks again for your support and that of the rest of the community! And all the best for 2024.

Abelardo

[DeividA_Intel]

Hello Abe83, 

Thanks for the confirmation. I am glad to know that you are now able to display 4k on your Samsung monitor. I will close this thread, however, you can open a new thread in case you need further support or if you face any issues with our products.

Best regards, 

Deivid A.  

Intel Customer Support Technician