KD-E10 - 4K Monitor Showing up as 1080P on Laptops

Support
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1

I have a 1440p and a 2160p monitor hooked up. With my desktop PC, both are detected at the proper resolution.

On two different laptops (MacOS personal and Windows 10 work), the 2160p laptop shows up only as 1080p. The model number is correctly detected, however. I’ve tried restarting, switching cables, etc, to no avail. All other accessories (keyboard, mouse, webcam) pass through flawlessly.

Any ideas? If this is simply how it is going to be, I will probably have to do a return and try another option.

2

Hello Fart,

Thanks for gettin gabck to us,and truly sorry for the issue.

  1. For the MacOS, two monitors can only work with mirrored mode when connected via the USB-C input.And laptop can inly detected one monitor.
  2. For the windows laptop,does the 4K Monitor can work properly when disconnected the 1440P monitor?
  3. Are you use the provided USB-C cable,and test with other USB-IF-certified cable that supports a USB 3.2 Gen 2 cable with the 10Gb/s data rate?
  4. Please also try upgrade the firmware to have a check: KD-E10 firmware
3

I upgraded to the latest firmware. I checked with my MacOS personal laptop and it will now detect the 4K monitor properly, but only when the 1440p monitor is disconnected. But at least that is an improvement.

I will try it with my Windows work laptop tomorrow – hopefully with the new firmware I can use both the 4K and the 1440p monitors properly with native resolution, as the desktop is capable of.

4

With the new firmware it detects the 4k monitor accurately on the Windows laptop, but only if the 1440p monitor is turned off.

When I reconnect the 1440p monitor, the 4k monitor reverts to 1080p, although the 1440p monitor works at the native resolution.

Any further suggestions about how to fix this problem?

5

Hello Francis,

When both two monitors connected,please try setup the 1440P monitor work at 1080P@60Hz and then check does the 4K monitor can wotk with higher resolution or not?

6

That did not work. Whether the 1440p monitor is set to 1080p or 1440p, the 4K monitor remains stuck at 1080p. It is only when the 1440p monitor is off entirely that the 4K monitor works at native resolution

7

How about try swap two monitors’ connected port for a check does the 4K monitor can work with the higher resolution?
And also try factory reset the 4K monitor for a test.
Finally, the two connected monitors output resolution would also depends on the laptop graphics card performance when it output multiple video streams from the single USB-C port.