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.

8

Hi Kevin,

I have a similar problema than Francis here. I recently bought a KD-E10 switch.
My two 4K screens are working perfectly at 60Hz when plugged in to the PC but when I plug the laptop only one screen is at 4K (however at 30Hz). The other screen is at 1080p and I’m not able to change it.
I’ve disconnected the KVM and plugged all cables but without success.
If I disabled the 4K screen, the other screen is correctly displaying at 4K.
I can get the two of them to display at 4K.

I wanted to update the firmware via the tool in the Dropbox folder you’ve sent but it’s password protected.

1- Do you think it could be the firmware?
2 - Should I get two new HDMI cables to connect from the KVM to the screens? 3- Could it be my laptop (Intel Integrated graphics - btw I’m able to connect to two 4K screens without the KVM with this same laptop)

Many thanks,
M.

9

Hello Martin,
Happy New Year 2025!
From your testing that try disconnect one monitor and then another connected monitor can work at 4K,which would be your laptop graphics card performance limitation that when it output multiple video streams thru the USB-C port.
When you direct connect to 2 4K monitors would be one straight HDMI and one with USB-C to HDMI? In this case,both two port output single video stream to the monitor,so that would be fine.

10

When I connect with directly my laptop to the 2 4K screens, I do it via 2 methods:

  1. 1 HDMI cable to the first 4K monitor and a DP cable to the other 4K
  2. via USB-C through a docking station (https://www.wavlink.com/en_us/product/WL-UG69PD24.html). It seems the laptop is fine pushing 2 signals at 4K via USB-C.

That leaves the firmware or the HDMI cables to the 2 screens, right?

11

Hello Martin,

Thanks and check the docking you shared and it come with Displaylink based so it can work with dual 4K video. But our product not support this feature so the output resolution would be related to the graphics card performance.

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12

Hi Kevin,

Happy new year. It’s a good point and I’m sure the DisplayLink Driver could really be helping with being able to display my laptop in the 2 4K screens.
My laptop is a HP Probook 430 G7 with Intel UHD Graphics 620 which kind of an old laptop.

However, in order to be sure, I’ve borrowed my wife’s work laptop (Dell Latitude 9330 which 2 Thunderbolt 4 ports (USB Type C) and one USB-C 3.2 DisplayPort Alt-Mode and with Power Delivery.
Even, with my wife’s laptop, I’m not able to display in two 4K screens at 60 Hz. One if 4K at 30Hz and the other is 1080p. I’ve tried plugged-in in both Thunderbold and USB-C 3.2 port without success.

Should i try to re-install the drivers? Would you have the password to open files from Dropbox ?

Many thanks,
M.

13

Hello Martin,

Actually, most of the game laptop or workstation laptop come with independent graphics card and some other laptop graphics card come with high performance can work with dual 4k video streams over a single USB-C connection.
But as you know that also may caused by the compatible issue so cannot work with 2 4K video.
You can try update the firmware(V2.5) via a non-intel graphics card windows laptop which come support USB-C output video: Firmware
But compare to the Displaylink docking,our product have the limitation and would not work with two full resolutions like in your case.