Troubleshooting multiple monitors on a Surface Dock 2 (Surface Pro 7)

Come on Microsoft. This issue has been reported for 2 years. Its not like my Surface Book was an inexpensive laptop. Our company migrated to Surface 3 years ago. We are now migrating back to Dell, their hardware works.

I have had all the updates mentioned by everyone, The monitor issues are erratic and unpredictable. Two days ago I sat through a zoom meeting with my dual LG monitors (new) taking turns going black and then coming back on. I have spent hours experimenting, trying different ports, cables. This is totally unacceptable. In billable time wasted I could have bought 2 premium laptops. Fix The Problem, it is yours!

By the way, my Surface book loses key functions on random keys, it has done this from the start. It is always 2 keys, a number and a letter, but not always the same keys. Try sending an email when the C key doesn't work. I have taken to carrying a wireless keyboard and mouse with me to attempt being productive. Imagine having to explain this to a client. MS should be embarrassed. I've written before, different help portals, NEVER a response.

1/ Connect the first external screen directly to the Surface's usb c port, it should work well

2/ Go to display setting > Advanced display setting. Set both screen 1&2 to the same frequency (60Hz usually)

3/ Now plug this screen to dock 2 ports and it should work well

4/ repeat 1-3 with your second screen

Similar experience where laptop display setting indicates detecting the dual monitors; however, the actual monitors remain black with message "Input Signal Not Found". I am working with the following components:

• Surface Laptop 3
• Surface Dock 2
• 2x HP 27" FHD IPS monitor
• 2x USBC to HDMI cables (running from monitors to back of Dock)

One unique experience was that I left the setup in place for an extended period of time and after 3+ hours, one of the monitors randomly started to display. I did nothing to update or change settings that would initiate that and the second monitor remained blacked out even though matching setup.

Question: I was told that reverting back to an original version 1 dock would likely not create issue (though require different cables as USBC would not be dock input, correct?). Anyone have experience with that being the case. I'm not running 4k, I just want a basic two monitor setup to work with Surface Laptop 3 and happy to take any route that is reliable and allows for single wired input with the laptop if possible.

Hi DJG_84,

Sorry for the delayed response.

Considering that the device and the dock's firmware version are updated but you're still getting the same issue, what I can recommend is to try another HDMI cable but if you don't have extra cables, it's best to contact our Microsoft Surface Support to get a dock replacement.

Kind Regards,

Crest

Hi DJG_84,

Thank you for reaching out Microsoft Community.

Is it same model of Acer monitors? Is there any other HDMI port at the back of the monitors where you can connect the cable to? Is it showing No Signal?  Have you downloaded the latest firmware of the Surface Dock 2? How about for your Surface device? What is the current OS version of your Surface? Have you tried clearing the display cache of the Surface device? Have you tried uninstalling/reinstalling the monitor driver in Device Manager?

Please reply to this message and we'll see any other troubleshooting steps that can be performed on the Surface device if you're done with all the possible TS being asked above.

Kind Regards,

Crest