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
    2020-12-03T02:45:41+00:00

    Add another one to this list.  I have the EXACT same problem.

    Surface Pro 7

    2 external monitors, both identical:  HP 27er 1920x1080

    everything worked with my old Dock 1

    Upgraded to Dock 2

    bought brand new HDMI->USB3 cables

    When the monitors are plugged into the Dock 2, Windows recognizes them, and they show up as acive in Display Settings...

    BUT, they never actually display anything.

    If i plug a monitor directly into the SP7's USB3 port, they work perfect.

    At one point, I got ONE monitor to work plugged into the Dock 2, but when I plug in the 2nd monitor, they both go blank.

    I can also sometimes get one monitor to work in the Dock 2, then the other one directly into the SP2.

    It very much acts like the Dock 2 just isn't putting out enough power/signal, even though rated for dual 4k monitors, I can't even get dual 1920x1080 monitors to work.

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  2. Anonymous
    2020-12-03T02:26:57+00:00

    Finally found the solution to my issues with Surface Pro 7, Dock 2 and three monitors.

    I tried two ACTIVE USBC-Displayport MOSHI cables - they were even worse. Flickering and turning black every few seconds. A reboot fixed it but kept coming back.

    Yesterday I received two Microsoft USBC-HDMI adapters. $65 each.

    As soon as I plugged one in, everything started working.

    2 Days now and multiple reboots and unplugging of dock and everything works a treat.

    From this

    To this (the screen on the left is a 24" portrait - camera stretched it)

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  3. Anonymous
    2020-12-01T03:26:32+00:00

    I gave up.  Did all the trouble shooting, watched Youtube videos... nothing worked. I returned it!  It was my second return bc MS tech support told me the unit was defective. Second one didn't work any better.  I ordered another Dock 1.  Hours of wasted time.

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  4. Anonymous
    2020-12-01T03:17:39+00:00

    OMG are you me, I am in the same situation as you.

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  5. Anonymous
    2020-11-29T22:12:21+00:00

    Hi,

    This is an area that MS really need to im[prove on.

    Even their official site listing the part doesn't state 'Active' 

    https://www.microsoft.com/en-au/p/surface-usb-c-to-hdmi-adapter/94CHB2M80S54/6QDL?OCID=AID2100251\_sem\_omc\_goo&source=googleshopping

    There are a few explanations below. Basically I gather that the signal is not converted to HDMI in the device (dock or Surface) but in the cable. Apple devices do the conversion in the device, not the cable.

    That said, if you just need one monitor output, I've had little trouble. Unless outputting to a 75 and 86" interactive panel in which case sometimes Active is needed and sometimes passive. 

    In two years using this product I've not see a standard setup that works in all situations.

    What is the difference between a passive and active DisplayPort converter? (startech.com)

    Active vs Passive HDMI | The Technology Land

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