NEW Latitude 5450 External Display Issue

Hello Support,

We have purchased a brand-new Latitude 5450 (2024) model from Dell. We have a few users with them and one in particular is having external monitor issues regarding resolution. This has Windows 11 with the latest updates.

He has two Acer XZ272U monitors which are 27in 2560 x 1440p monitors at 144-165hz refresh rate depending on connection type to the system.

One monitor is plugged in with an HDMI 2.1 cable into the HDMI port of the laptop. The other is plugged into one of the Type-C ports via a 4K capable HDMI > Type-C cable.

When both monitors are connected the one connected to the Type-C port will only go to 1080p max. We don't care about the refresh rate cap we just want both monitors at 2560 x 1440p and it seems flip flopping the cables the same thing happens. We have tried the latest Intel drivers for graphics/video and the latest BIOS update still no dice. The Windows Display Settings seem to not even acknowledge the other monitor being capable of 2560 x 1440p.

We double checked the actual monitor settings and they are both the same. We even installed Intel Arc Command Center to see if there were additional display options, but they are far limited on the one showing lower resolution and no way to adjust. Here is the kicker, he was coming from a Latitude 7400 which is a very old model at this point and was able to use both displays no problem I believe 2560 x 1440p at 30hz. 

Another odd thing I noticed is on the monitor connected HDMI to HDMI on the laptop Windows seems to think it can hit 3840 x 2160 and it will even switch to it. This is bizarre to me as the monitor is only capable of 2560 x 1440p. I tried dropping it to 1080p to see if I could then get the other one to 2560 x 1440p but no dice, same thing capped at 1080p.

We are lost as this point other than wiping the whole system which we would like to avoid since the user is remote but will consider if it is the only option to fix this.

Thank You!

Paul