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Surface Pro 4 Screen Resolutions Options Disappear

Posted on 2016-08-29
Last Modified: 2016-08-29
We have purchased several Surface Pros for staff use. We're a library and our ILS software isn't quite compliant with Surfaces & Windows 10 (Win 10 on a regular computer works just fine). The company that makes the software calls it a "known issue" and told us a workaround that involves switching to a specific resolution. The specific resolution it needs disappears from the options and doesn't return even if the Surface is undocked and using its own display.
Question by:Wesley Johnson
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LVL 93

Expert Comment

by:John Hurst
ID: 41774678
That would appear to be a software bug and should be addressed by the company making the software. I do not think it is a Windows 10 bug.

Author Comment

by:Wesley Johnson
ID: 41774688
John - The ILS software is definitely an issue that the company needs to resolve. The thing I'm concerned about now, though, is Windows 10 resolution options vanishing. We were temporarily going to switch to their suggested resolution, but, once the Surfaces are plugged into an external monitor, we no longer have the ability to switch to that resolution. It isn't in the list. It's a 1920x resolution. Could just be that the monitor doesn't support it, I guess.
LVL 93

Accepted Solution

John Hurst earned 500 total points
ID: 41774690
If the resolution you want is in the list of supported resolutions, then I would call Microsoft Support to get it resolved. If the resolution you want is not in the base list, then the software vendor needs to fix the software.
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Author Closing Comment

by:Wesley Johnson
ID: 41774696

Author Comment

by:Wesley Johnson
ID: 41774697
Was wrong about the resolution not coming back. When it's undocked, we do get it again. I guess it just isn't supported by the monitor.
LVL 93

Expert Comment

by:John Hurst
ID: 41774704
Thanks. Yes, I have seen some software issues like this.

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