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New Member
Posts: 5
Registered: ‎02-19-2020

new monitor - install not 4k

Just bought a Samsung 32" 4k UJ59 series monitor and hooked it up as second monitor to my Surface Book 2. Through the Surface dock. But it only displays 1080p resolution. 

 

This the right forum to get BestBuy help for installing a new monitor purchased from them?

 

Anyway. In Display Setting in the Windows10 opsys either as primary or secondary display, there is not a resolution setting for the Samsung beyond 1920x1080. Primary for the Surface onboard display is 3xxxx. I asked the Microsoft Rep at the BB store if the Book2 would support 4k and he said for sure for the second display but the laptop screen would be less. 

 

So I am thinking this might be 

 

1. A problem with cables/adapters/dock from display to dock to the laptop. Right now all my periherals (2 external drives, the laptop, and second monitor)

2. I need to install a new driver for the Samsung display on the laptop. I went to Samsung support and downloaded the user guide and driver for the specific monitor. When I ran the exe it asked me some questions and I stopped the install thinking I might hurt the Book2 display. 

3. A problem with the Surface dock, meaning it might not support 4k through its ports

4. The Surface Book2 wont support 4k on second monitor period

5. Maybe I should bypass the dock and go HDMI to the USB-C port on the laptop? Hate to do that since it is so nice to only have a single mag connector to the laptop now for all in/out data and power. 

 

Any ideas? 

 

 

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New Member
Posts: 5
Registered: ‎02-19-2020

Re: new monitor - install not 4k

Just had another idea. Maybe I should bypass the dock to let Windows find the correct driver for the new display..... then after it gets installed at 4k (shows as such in Settings/Display second monitor menu) then I reconnect the monitor through the Surface Dock. Going to try that now.
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Valued Contributor
Posts: 1,430
Registered: ‎02-07-2011

Re: new monitor - install not 4k

there are a ton of threads reguarding  this on the Microsoft fourms...

 

some people use a diferent dock

others connect it wthout the dock

others say 4k only works with a lower 30hrz refresh rate thru hdmi

 

they all prertty much say the performance will be terrible in 4k sence the surface book only uses the intel integrated video on extenal monitors

 

 

 

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Posts: 840
Topics: 46
Kudos: 252
Solutions: 53
Registered: ‎11-30-2015

Re: new monitor - install not 4k

Hi, hoot,

Welcome to the Best Buy Forums!

 

It can get tricky to troubleshoot connection concerns. I can understand wanting to get everything connected up. Making sure that the drivers for both the computer and the monitor are updated is a great place to start. To help get an idea of the components involved, can you provide the full model number of your Surface Book 2?

 

Best,

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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New Member
Posts: 5
Registered: ‎02-19-2020

Re: new monitor - install not 4k

Thanks for the ideas everyone. Just got the problem fixed finally. And I learned a few things.

 

It turned out to be the connectors that would not support 4k. I had an old 1080 second monitor run to the Surface dock with an HDMI and a HDMI-to-mini display port adapter. That adapter was several years old and did not have 4k markings on it. It was the culprit.

 

The Surface Book2 and the MS Dock are good with passing around 4k display data externally. I ran an HDMI to USB-C cable between the new display and the laptop directly, which proved that the laptop could read the new monitors spec and its recommended 4k resolution was available in the Windows 10 Settings/Display. The 4k display resolution was killer. That left the Dock, cables and adapter to rule out.

 

Just got a new HDMI to mini-display cable (forget the adapter) that touts "up to 4K capable", hooked it into the Dock and its golden! Went from a 1080 27" second monitor to a 32" 4k. Oh yeah...... now I am crusin. Now I call see all my goofs.

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New Member
Posts: 5
Registered: ‎02-19-2020

Re: new monitor - install not 4k

Oh yeah. I also learned to not fool around with downloading and installing drivers for typical peripherals. Thats old school (yup, I admit it). Operating systems (Windows) do not need to do that anymore.

 

 

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Posts: 840
Topics: 46
Kudos: 252
Solutions: 53
Registered: ‎11-30-2015

Re: new monitor - install not 4k

Hoot,

 

Everybody loves a happy ending. Thanks for sharing your update!

Best,

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Emerging Expert
Posts: 6,898
Registered: ‎02-25-2013

Re: new monitor - install not 4k

You Surface 2 does not support 4k resolution. 

 

It only has Intel HD Graphics 620 and is not capabable of supporting 4k

I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
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Valued Contributor
Posts: 1,430
Registered: ‎02-07-2011

Re: new monitor - install not 4k

HD 620 support 4k via display port.... the resolution anyway, not games and probably not even Netflix
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New Member
Posts: 5
Registered: ‎02-19-2020

Re: new monitor - install not 4k

not true. the MS rep at Best Buy told me it would and I did it after some trial and error. The onboard laptop display is not 4k but external monitor will install as true 4k.

 

You are not speaking of the difference between TV 4k and monitor right? Because there is a difference as I learned.