UGA-165 resolution on Chromebook dropped to 1024x768

1

Hi, I’ve been a happy customer of my Plugable UGA-165 for about a year now on my Chromebook. I was able to have a full 1920x1080 display on a 2nd monitor using my Plugable.

Now something has changed, and I don’t know what. But I can only get 1024x768 resolution on the 2nd monitor now. Even in the Chromebook display settings, it shows 1024x768 as the highest it will go.

Any idea what I can do to get 1920x1080 display back?

Thanks,
Eric

2

Hi Eric,

Thanks for reaching out to us, I am sorry this is not working as expected.

I recommend we start by resetting the monitor and fully shutting down and restarting the Chromebook. Please perform the following:

  1. Shutdown the Chromebook and disconnect the UGA-165 graphics adapter from the USB port
  2. Disconnect the power cable from the back of the monitor
  3. Disconnect the video cable from the back of the monitor and from the UGA-165
  4. Press and hold the power button on the monitor for 30-60 seconds to clear out any residual power in the capacitors and reset the monitor
  5. Connect the video cable to the monitor and the other end to the UGA-165
  6. Connect the power cable to the monitor and turn on the monitor
  7. Start the Chromebook and login
  8. Connect the UGA-165 to the Chromebook

Please let me know if this helps, if not we can proceed from here.

Thank you,

Pat
Plugable Technologies
www.plugable.com/support

3

Pat,

I tried those steps (in order) but to no avail. Chromebook’s display settings still max out at 1024x768

Eric

4

Hi Eric,

Thanks for getting back to me, I am sorry this is still not working.

The next step is to try the Chromebook and adapter with another monitor to attempt to rule out the monitor as the point of failure. This can be another computer monitor or a television that you can physically connect the device to.

Please let me know if another monitor works at the native resolution, or if you do not have another monitor to test with.

Thank you,

Pat
Plugable Technologies
www.plugable.com/support

5

Pat,

I was able to try that out. I have 2 monitors that are identical models.

However, that did not resolve the problem. Once I hooked up my Plugable to my primary monitor, it dropped down to 1024x768. And my 2nd monitor bumped up to 1920x1080 via the HDMI/DVI connector I use.

6

Pat,

So what do you think?

7

Hi Eric,

I am sorry for the delay, I would like to replace the graphics adapter to see if this resolves the issue, I sent an email directly to you on the 27th however it looks like it may have not been received.

Please email our support ( support@plugable.com ) using the subject line “Ticket #216240 - attn: Pat P.” to start the warranty process. Please include the Amazon order ID ( available from amazon.com/orders ) in the body of the email and I can start the replacement process from there.

Thank you, I am apologize for any inconvenience.

Pat
Plugable Technologies
www.plugable.com/support

8

My apologies. I botched my email address when I entered it.

Thanks for the communication in this thread. There are a handful of us at my work that use Plugable (same setup as me; via work Chromebook), so we appreciate the great support!

Eric