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10-07-2021 12:05 AM - edited 10-07-2021 12:09 AM
Product: HP Pavilion Laptop PC 15-eg0000 (172Z7AV)
Operating System: Microsoft Windows 10 (64-bit)
I have connected my new laptop to two identical external monitors using a USB-C to Dual DisplayPort adapter. The monitors are detected and I can extend the display across both monitors. The laptop specifications indicate that the USB-C port supports DP 1.4.
The problem is that one monitor is displayed in the native resolution (2560 x 1440), but the other is not (1920 x 1080). The maximum display resolution listed in the windows display settings for the second monitor is 1920 x 1080.
How can I get the both monitors to display at the native resolution? I have spoken to Microsoft and Intel who both told me that this is an issue from HP's end. The 11th Gen Intel Core i5-1135G7 supports up to 4 displays according to the chip specifications.
If monitor A is displaying at the native resolution and monitor B is displaying at the low resolution, and I swap the DisplayPort connections, then monitor A will show at the low resolution and monitor B will show at the native resolution. If I connect monitor A or B by themselves then they will each display at native resolution. The problem only occurs when both monitors are plugged in.
I have also tested the adapter with a HP Z book using the thunderbolt 3 port which works perfectly fine - both monitors display at the native resolution
I have tried uninstalling / installing multiple drivers including:
- Intel Iris Xe Graphics Version 126.96.36.19935
- Intel Iris Xe Graphics Version 188.8.131.5264
- Intel Iris Xe Graphics Version 184.108.40.20684
I don't understand why my HP Pavilion isn't allowing both monitors to display at native resolution. Any help would be appreciated.
1 REPLY 1
11-15-2021 08:49 AM
Welcome to the HP Support Community!
Request you to follow the below troubleshooting steps that should fix the issue.
- Update the BIOS
- Intel® Driver & Support Assistant the Intel High-Definition (HD) Graphics, drivers
- Windows Update.
Please share the USB C dock model number,
Hope this helps! Keep me posted.
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