iDock C10 Duel Monitor stuck on 1920x1080

Support
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1

Hi, I just got the iDock C10, I swapped out the BenQ Becreatus but with the new dock both my monitors when in extended mode will only work at 1920x1080 resolution.

My Monitors:
Monitor 1 = Gigabtye M32UC
Monitor 2 = BenQ PD2705U

I have both monitors connected via the HDMI cables and I have switched these out with new high end HDMI cables, capable of 8k.
I bought a new USB C cable, also got a high end one.

My desktop pc is running windows 11 and is connected to the dock via a HDMI, DP and USB-A as specified and when I am switched to the desktop PC, all seems to be working fine. I can use both monitors in extended mode at the right res and refresh rate.

My laptop is a work laptop a work one so it’s fairly restricted and won’t let me install new software or access/modify system settings. It’s a Surface Book 2 running Windows 11 and I believe thunderbolt 3.

When I switch to my laptop the monitors are restricted to 1920x1080 in extended mode, however, if I disconnect either one and then use a single monitor or extend it with my laptop screen then I can get the right res.

It just seems to be when I want to use both monitors together on my laptop.

I’m out of ideas and spent a lot of money on this dock and cables. Any ideas?

2

Hello Ben,

Thanks for getting back to us and we are truly sorry for the trouble caused.
As you mentioned that if disconnect either one and then use a single monitor then you can get the right res,which mean that mostly caused by the work laptop graphics card performance limitation while it output with multiple video streams cannot work with single USB-C port.but there is no problem when only one monitor.
What’s more,our product not came with Thunderbolt protocol or Displaylink based,so it can only support 2 1080P resolution when switch to the laptop.
Best Regards,

3

I’m not sure if this will help since you’re on a Surface Book 2, but I had a similar issue with a Latitude 5420 and it was due to Display Stream Compression in Windows. You may want to take a look at the steps here to see if they will help.

https://www.dell.com/support/kbdoc/en-us/000197102/how-to-enable-display-stream-compression-on-latitude-precision-and-xps