This article outlines the checks to be performed to fix the monitor display resolution issue when using an external monitor.

Before you start

If the display does not appear at all, then:

1. Check the cable connection
2. Check the monitor’s input source
3. If the issue continues, then for further investigation, please refer to the Graphics driver issues section

Please note:

Before making any Display Settings changes, make sure you have selected the external monitor option.

To do this:

1. Open Settings
2. Select the System option
3. Go to the Display option
4. Choose Advanced display
   
   
   
   
5. In the Advanced display screen:
   1. Select the display name that corresponds to your external monitor
   2. Use the display drop-down menu available in the top-right corner to perform this action
      
      
      
      
6. This step ensures that any changes you make will apply to the external monitor also, and not just the laptop display

Once the correct display is selected, perform the checks given below to address the monitor display resolution issue.

Display resolution and scaling

Match the display resolution

1. Make sure that the laptop’s display resolution matches the native resolution of the external monitor
2. You can check this by comparing the difference between Desktop Mode and Active Signal Mode, located in the Advanced display settings

Steps to update the display resolution

1. Right-click on the desktop
2. Select Display settings
3. Scroll down to display resolution
4. Match it to the monitor's native resolution

Verify scaling settings in Windows

1. Open Settings
2. Go to the Display option
3. Select Scale and layout option
4. If the scaling value is set too high (for example, 125% or 150%), text may appear blurry
5. Try different scaling values from the drop-down menu alongside the scale option to choose the one that looks clear:
   
   

Please note:

1. Under Display resolution, use the drop-down list to select the option marked as (Recommended)
   
   
   
   
2. If no recommended option is available, then:
   • Match the Display resolution to the value shown under Active signal mode
   • For more details, refer point 2 in Match the display resolution section

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HDMI Cable and Port Issues

If there are any issues associated with the HDMI cable or port, then follow the steps given below:

1. Disconnect the HDMI cable
2. Reconnect it using a different HDMI port on the laptop and monitor

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Refresh rate mismatch

1. Open Settings
2. Go to the Display option
3. Select Advanced display
4. Check the refresh rate setting
5. Set the refresh rate to the highest available option
   For example: 60 Hz or higher, depending on the monitor.

Please note: some monitors may default to a lower refresh rate when connected using HDMI.

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Graphics driver issues

Check for the driver updates using the steps given below:

1. Go to the Settings option
2. Select the Windows update option
3. Choose Advanced options
4. Select Optional if it is available
5. If updates are available, then:
   1. Install them 
   2. After installing, restart the device

If the issue continues, verify the graphics driver using device manager by following the steps given below:

1. Press Windows + X
2. Select Device Manager option
3. Select the Display adaptors option
4. Right-click on the Intel (R) Graphics option:
   
   
   
   
5. Check whether the latest driver is already installed by selecting the Driver Details:
   
   

6. If the latest driver is already installed, then no further action is required
7. If the driver details require updating, then perform the following action:
   1. Review the optional updates under Windows Update settings
   2. Install any available display or graphics driver updates
8. Alternatively, you can download and install the latest Graphics Driver from Dell’s support website

Enable or disable hardware acceleration

1. Open Settings
2. Go to System
3. Select Display option
4. Select the Graphics settings
5. Hardware acceleration:
   1. If hardware acceleration is enabled, try turning it off
   2. If hardware acceleration is disabled, try turning it on instead

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Monitor’s input setting

1. Some LG monitors use different picture modes, which can affect the display clarity.
2. Using the monitor’s on-screen menu, perform the following action:
   1. Look for options such as:
      • PC mode 
        or
      • HDMI full range 
   2. Enable these options
3. Check the input source setting and make sure it is set to HDMI and not auto-detect

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External docking station (if used)

If your laptop is connected to the monitor through a docking station, the dock may be limiting the screen resolution or refresh rate.

In this case:

1. Disconnect the docking station
2. Connect the laptop directly to the monitor using an HDMI cable
3. Check whether the display issue still occurs

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Monitor On-Screen Display (OSD) Settings

1. Use the monitor's on-screen display (OSD) menu to reset the monitor to its factory settings
2. Accessing the OSD menu:
   1. LG monitors: use the small joystick-style toggle button located directly underneath the LG logo on the monitor
   2. Other monitors (for example, Dell): use the available navigation buttons on the monitor (for example, a set of four buttons or another layout) to go through each setting channel
3. In the OSD menu, navigate to:
   1. General (or a similar section)
   2. Enable HDMI compatibility mode, if available
4. Review other display settings in the OSD menu
5. Adjust them as needed
6. Display clarity issues can sometimes be caused by a setting that was changed unintentionally

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Getting IT help

If you need help, please contact ServiceLine or visit one of our Tech Hubs.

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