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

Anonymous
2020-08-24T04:46:23+00:00

I'm trying to connect a new Pro 7 to two external monitors (Acer) through the Surface Dock. I'm using two USB C to HDMI cables. 

The Surface can detect the monitors and assigns them numbers (2 and 3) but the screens remain black and no numbers (or other display) shows up.

If I disconnect one of the monitors, the other one immediately turns on. It's quite bizarre.

I have updated the driver, downloaded firmware updates, disconnected/reconnected everything, and generally done everything that it says on the support page. 

I would be grateful if someone could let me know what I need to do to fix this.

Surface | Accessories | Surface Dock

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  1. Anonymous
    2021-06-30T22:14:57+00:00

    I feel your pain.

    I bought four different 'Active' USBC-HDMI/DIsplayPort adapters/cables.

    The only one to consistently work was the Microsoft one at AUD$65 each.

    Maybe they're borrowing sales tactics from Apple?

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  2. Anonymous
    2021-06-30T18:33:42+00:00

    Right,

    I thought I'd post this as a current update to this widely reported issue.

    I too, whilst researching for my firm, encountered this issue using a multiple number of configurations.

    What we tested was Surface Pro 5, 6 7 and 7+ with:

    Single 28" Benq 4K monitor (up to 60Hz)

    Single iIlyama 24" Full HD

    Dual iIlyama 24" Full HD

    Single LG UltraWide 29" and 32" monitors

    An amazon recommended USB-C to HDMI Rated at 4K@60Hz

    and another mid range brand at same spec

    We had exactly the same issues in that it only affects 7th Gen Surface Pros and above with fast charging capabilities (and similar equivalent models like the surface book 3). Blank monitors, not enough power warnings, very low resolutions when a monitor did show.

    We tried all manor of cables too but as a hail mary i investigated the actual cable specs a bit deeper.

    It turns out, to get full compatibility you can only use DP1.2 or DP1.4 (or higher i presume in future) USB-C to HDMI or DP cables.

    Be very weary of sellers cable specs and look for this particular specification. Do not base your purchase on the common description headlines of 4K @ 60Hz, even if you intend to use with standard HD screens.

    I dont know the ins and outs of cabke specs but i'm lead to believe the DP1.2 and above spec cables have a particular power carrying rating that even though not used to power the screens, is vital to using the monitor ports and will causes issues with these docks (hence the low power warnings).

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  3. Anonymous
    2021-06-09T12:54:20+00:00

    Annnnd the most recent Windows update results in yet again loss of a monitor after reboot. I've had my monitors set to NEVER sleep, and just use the screen saver function so that I minimize how often I have to go through this ordeal ... until MS decides it needs to update and then it starts all over.

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  4. Anonymous
    2021-05-31T20:17:37+00:00

    Since the trick that works for me as per your suggestion is to reset the video driver by using Win+Ctrl+Shift+B . If a particular monitor still doesn't work. I will do a Win+Ctrl+Shift+B again and the windows OS detects all the monitors. Running a PowerShell script is a better solution I feel. Thank you.

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  5. Anonymous
    2021-05-21T00:59:31+00:00

    Yesterday, for no good reason, my two extra monitors worked. Today, neither of them worked. Thanks for the Wn+Ctrl+Shift+B tip....I raced to it but, unfortunately didn't work for me. I second that: "Hey Microsoft - you suck"!

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