External monitor connected to my Chromebook no longer has the right resolution

[VictorBast]

My HP Chromebook worked fine since new, connected to an external monitor Dell 1920x1080 resolution using a USB-C to DisplayPort cable. A couple weeks ago, I shut down, traveled, worked remotely for a couple days, came home, reconnected. Now the highest resolution I can select is only 1024x 768. Google support says contact the hw manufacturer. HP virtual assistant couldn't help. Chrome OS is up to date: Version 120.0.6099.272

[Gaya1239]

Hi @VictorBast,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with your HP Chromebook X360 14c-Cc0000 is experiencing a resolution issue when connected to your external Dell monitor after traveling and working remotely. Here are some steps you can try to troubleshoot and resolve the problem:

• Check the Cable and Connections: Ensure that the USB-C to DisplayPort cable you are using to connect your Chromebook to the external monitor is not damaged and is securely connected at both ends.
• Restart the Chromebook and Monitor: Sometimes, simply restarting both the Chromebook and the external monitor can resolve connectivity and resolution issues.
• Check Display Settings: On your Chromebook, go to Settings > Device > Displays. Check if the external monitor is detected properly. If it is detected, try changing the resolution settings to see if you can select the desired 1920x1080 resolution.
• Reset Display Settings: If the resolution options are limited, you can try resetting the display settings on your Chromebook. To do this, go to Settings > Device > Displays > Reset display settings.
• Update Display Drivers (if applicable): Chrome OS generally manages drivers automatically, but you can check for updates by going to Settings > About Chrome OS > Check for updates.
• Check for Firmware Updates: Ensure that your HP Chromebook X360 has the latest firmware updates. Sometimes, firmware updates can address compatibility issues with external monitors.
• Try Different Cable or Adapter: If possible, try using a different USB-C to DisplayPort cable or adapter to connect your Chromebook to the external monitor to rule out any issues with the current cable or adapter.
• Factory Reset (as last resort): If none of the above steps work, you may consider performing a factory reset on your Chromebook. However, be sure to back up any important data before proceeding with a factory reset.

Refer to the user manual  HP Chromebook x360 14 inch 14c-cc0000 (27A38AV)

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[VictorBast]

Gaya1239 - Thanks for the thorough response. I took a quick look when you posted it and realized your suggested troubleshooting tasks needed my undivided attention and plenty of time and patience, so I've been procrastinating (no, I mean, I've been too busy!)  I intend to start working my way down the list now. - Victor

[VictorBast · Accepted solution]

Read my entire reply. Trust me, if you've ever worked in or with tech support, you'll enjoy it.  

Check the Cable and Connections: Ensure that the USB-C to DisplayPort cable you are using to connect your Chromebook to the external monitor is not damaged and is securely connected at both ends. 

Disconnected both ends cable looks fine, reconnected, same problem

Restart the Chromebook and Monitor: Sometimes, simply restarting both the Chromebook and the external monitor can resolve connectivity and resolution issues. 

Shut down Chromebook & monitor restarted same problem

Check Display Settings: On your Chromebook, go to Settings > Device > Displays. Check if the external monitor is detected properly. If it is detected, try changing the resolution settings to see if you can select the desired 1920x1080 resolution.

Unknown Display - can’t go above 1024x768

Reset Display Settings: If the resolution options are limited, you can try resetting the display settings on your Chromebook. To do this, go to Settings > Device > Displays > Reset display settings. 

I can’t find “Reset display settings” anywhere

Update Display Drivers (if applicable): Chrome OS generally manages drivers automatically, but you can check for updates by going to Settings > About Chrome OS > Check for updates.

Updated Chrome OS to 121.0.6167.159 (Official Build) (64-bit) 

Check for Firmware Updates: Ensure that your HP Chromebook X360 has the latest firmware updates. Sometimes, firmware updates can address compatibility issues with external monitors. 

All firmware is up to date

Try Different Cable or Adapter: If possible, try using a different USB-C to DisplayPort cable or adapter to connect your Chromebook to the external monitor to rule out any issues with the current cable or adapter. 

I don’t think the cable is the problem, and I don’t feel like driving all the way over to Best Buy now

Factory Reset (as last resort): If none of the above steps work, you may consider performing a factory reset on your Chromebook. However, be sure to back up any important data before proceeding with a factory reset. Refer to the user manual  HP Chromebook x360 14 inch 14c-cc0000 (27A38AV)

Not sure it will work, not ready to try

hmm, I wonder if unplugging the monitor instead of using the on/off button would work? Easy enough. Tried it. Eureka! Chromebook now recognizes my DELL U2412M and I can set the resolution to 1920x1080!

[VictorBast]

Read all the way to the end. If you've ever worked in (or with) tech support, you'll get a chuckle out of the story. 

Check the Cable and Connections: Ensure that the USB-C to DisplayPort cable you are using to connect your Chromebook to the external monitor is not damaged and is securely connected at both ends. 

Disconnected both ends cable looks fine, reconnected, same problem

Restart the Chromebook and Monitor: Sometimes, simply restarting both the Chromebook and the external monitor can resolve connectivity and resolution issues. 

Shut down Chromebook & monitor restarted same problem

Check Display Settings: On your Chromebook, go to Settings > Device > Displays. Check if the external monitor is detected properly. If it is detected, try changing the resolution settings to see if you can select the desired 1920x1080 resolution.

Unknown Display - can’t go above 1024x768

Reset Display Settings: If the resolution options are limited, you can try resetting the display settings on your Chromebook. To do this, go to Settings > Device > Displays > Reset display settings. 

I can’t find “Reset display settings” anywhere

Update Display Drivers (if applicable): Chrome OS generally manages drivers automatically, but you can check for updates by going to Settings > About Chrome OS > Check for updates.

Updated Chrome OS to 121.0.6167.159 (Official Build) (64-bit) 

Check for Firmware Updates: Ensure that your HP Chromebook X360 has the latest firmware updates. Sometimes, firmware updates can address compatibility issues with external monitors. 

All firmware is up to date

Try Different Cable or Adapter: If possible, try using a different USB-C to DisplayPort cable or adapter to connect your Chromebook to the external monitor to rule out any issues with the current cable or adapter. 

I don’t think the cable is the problem, and I don’t feel like driving all the way over to Best Buy now

Factory Reset (as last resort): If none of the above steps work, you may consider performing a factory reset on your Chromebook. However, be sure to back up any important data before proceeding with a factory reset. Refer to the user manual  HP Chromebook x360 14 inch 14c-cc0000 (27A38AV)

Not sure it will work, not ready to try

hmm, I wonder if unplugging the monitor instead of using the on/off button would work? Easy enough. Tried it. Eureka! Chromebook now recognizes my DELL U2412M and I can set the resolution to 1920x1080!