HP Laptop Locked at 1366x768 Resolution

[TreelineRanger]

Hello,

I recently purchased two HP Pavilion x360 Convertible 14-dw1000 (1W798AV) from Amazon for my wife and my mother. The first of which was for my wife, and that laptop arrived with a default recommended display resolution of 1920x1080. After being pleased with this laptop, I ordered the second identical laptop. The second laptop arrived with a maximum resolution of 1366x768 and I have been unable to get the laptop to display anything higher than that since. Both laptops are running windows 11 64x with all available windows updates installed.

I have ensured that all windows updates are complete and I installed all drivers available for the laptop from this website utilizing the "detect my device" and "detect my drivers" functions. I even confirmed that display driver versions are identical between the two laptops through the windows device manager. After all that, the second laptop is still locked in at 1366x768 while the first is able to display 1920x1080.

Any assistance would be greatly appreciated!

[banhien]

@TreelineRanger 

What is your first HP Pavilion x360 Convertible 14-dw1000 ? You can get the right System  SKU as the following example

          

And replace your second machine with the SAME System SKU as the first machine to get TRUE identical specs.

Regards.

[TreelineRanger]

Please see attached photos of each laptop's system info screens.

Laptop 1 (1080p)

Laptop 2 (Not working with 1080p)

Edit: Looking in to how to replace the SKU now

[banhien]

@TreelineRanger 

As you can see, they are NOT the same nor identical.

• the first one uses LCD PANEL KIT 14 FHD AG UWVA 250 TS part # L96515-001 FHD is 1920 x 1080
• the second one uses LCD PANEL KIT 14"INCH HD AG SVA 250 part # M23861-001 SVA is only 1366 x 788.

Can you return the second one and buy SAME machine as the first one ? Other option is to replace part # M23861-001 with part # L96515-001. This may cost you a lot for new part and labor, I can't find available part anywhere.

Regards.